# Fin — Intercom's customer agent that resolves support conversations across chat, email, voice and social channels.

> Source: The Agents Index — https://theagentsindex.com/intercom-fin (structured, researched, re-verified)
> Facts last verified: 2026-09-18

Fin is Intercom's customer-facing AI agent, running on Intercom's own Apex models and deployed on Intercom or an existing helpdesk such as Salesforce, HubSpot or Freshdesk. It answers, takes actions in connected systems through Procedures, and escalates to human teammates.

| Fact | Value |
| --- | --- |
| Website | https://fin.ai |
| Price | from $0.99/outcome pay-as-you-go |
| Free trial | Partly |

14-day trial, no credit card, unlimited Fin outcomes and no seat minimum during the trial; card details required to continue afterwards. No standing $0 plan. Eligible early-stage startups get a year of Fin free plus 93% off Intercom under the Early Stage programme.

## What it does

**Done-for-you service** · Partly — Fin is software the buyer configures themselves, and the vendor says no engineering is needed; a paid Deployment Services team will also run the launch, shape knowledge and build Procedures for you.

> Fin Deployment Services gives you direct access to the experts behind Fin. Whether you're deploying for the first time or scaling Fin's impact across your business, our team ensures Fin delivers measurable results fast.
> — https://fin.ai/deployment-services · Page intro, 'Get more from Fin faster with Deployment Services'

## How much it does unattended

**Runs autonomously** · Yes — Fin resolves whole conversations end to end without a teammate, including multi-step Procedures that call external systems; it escalates instead of guessing when its confidence thresholds are not met.

> It collects the necessary context, confirms intent, and uses live system data to take action instantly, resolving queries without manual routing, delays, or agent involvement.
> — https://fin.ai/procedures · Use Cases section, SaaS card

**Multi-agent** · Partly — Two agents exist and one acts on the other: Operator tunes, tests and ships changes to Fin, but Operator sits in the paid Pro add-on and its changes are proposals you approve rather than joint work on one customer conversation.

> Operator builds, tests, and ships improvements to Fin on your behalf. Ask it to set up anything, from a Procedure to a Monitor, or give it a goal like increasing automation.
> — https://fin.ai/operator · Automation section, 'Builds, tests, and ships improvements on your behalf'

**Agent permissions** · Yes — The buyer sets the boundary: Procedures apply business rules and can require approvals, data access can be restricted to named fields, and Fin escalates rather than answering when confidence thresholds fail.

> Procedures let Fin handle multi-step workflows, apply business rules, and trigger approvals, all while staying inside the boundaries you define.
> — https://www.intercom.com/security · 'Fin AI Agent: safety built into every stage', 'Deploy across all your channels' card

## Which models it runs on

**Claude** · Partly — Anthropic is one of the providers Fin falls back to for resilience, but the answer model is Intercom's own Apex and the buyer is not offered a model picker, so Claude is under the hood rather than selectable.

> Fin uses OpenAI, Anthropic, Google, and Intercom models, switching automatically to maintain performance.
> — https://fin.ai/trust-reliability · Reliability and Scale section, 'Multi-model resilience'

**GPT** · Partly — OpenAI models are part of the same automatic failover pool as Anthropic and Google, so GPT is used by the platform but is not a model the customer chooses or configures on any tier.

> Fin uses OpenAI, Anthropic, Google, and Intercom models, switching automatically to maintain performance.
> — https://fin.ai/trust-reliability · Reliability and Scale section, 'Multi-model resilience'

**Open models** · No — The enumerated provider list is OpenAI, Anthropic, Google and Intercom's own models; no open-weight option is offered.

> Fin uses OpenAI, Anthropic, Google, and Intercom models, switching automatically to maintain performance.
> — https://fin.ai/trust-reliability · Reliability and Scale section, 'Multi-model resilience'

**Model choice** · No — The vendor chooses the model, not the buyer: answers come from Intercom's purpose-trained Apex suite and third-party providers are swapped in automatically, with no model selection published on any plan.

> Fin uses OpenAI, Anthropic, Google, and Intercom models, switching automatically to maintain performance.
> — https://fin.ai/trust-reliability · Reliability and Scale section, 'Multi-model resilience'

## Where you use it

**In a browser** · Yes — Fin is configured and monitored from the hosted Intercom workspace in the browser, and its customer-facing Messenger surface runs on the web alongside iOS and Android.

> Most channels can be activated in a few clicks from your Intercom workspace.
> — https://fin.ai/channels · FAQs, 'How do I set up Fin on a new channel?'

## Whose machine it runs on

**Self-hosted** · No — Fin runs in Intercom's cloud; the only placement control published is which of three regions holds your data, and none of the pricing, security or integration pages offer a self-hosted or bring-your-own-infrastructure deployment.

> Data is hosted in the US, EU, or Australia based on your residency needs, with redundant systems architected for continuous uptime across regions.
> — https://www.intercom.com/security · Security & Privacy FAQs, 'Where is my data hosted?'

**Open source** · No — The engine and the whole Apex model suite are proprietary and described as patented; the vendor publishes research papers about them but no source, weights or licence.

> Fin is powered by the patented Fin AI Engine™, an AI architecture specifically engineered for customer service.
> — https://fin.ai/pricing · FAQs, 'What is Fin AI Agent?'

## What it costs to run

**How it meters** · Yes — Billing is per resolved outcome rather than per seat or per token, with a second, ten-times-higher rate for sales qualifications and no charge for a conversation simply passed to a human.

> Resolutions, Procedure handoffs, and disqualifications are $0.99 each. Qualifications are $9.99 each. You're not charged when a conversation is simply passed to your team without an outcome.
> — https://fin.ai/pricing · FAQs, 'What counts as a Fin outcome?'

**Free tier** · Partly — You can start without a sales call, but only on a 14-day cardless trial: there is no standing free plan, though eligible early-stage startups get a year of Fin free under a separate programme.

> Free trials require no credit card to sign up. During the 14-day trial, you'll have unlimited access to Fin outcomes, with no limits on usage.
> — https://fin.ai/pricing · FAQs, 'How does the free trial work?'

**API access** · Partly — A documented Fin Agent API drives Fin from your own stack over webhooks or SSE, but access is granted through a request form and the orchestration endpoints are published only on the Preview API version.

> Fin can be accessed programmatically via an API. You call Fin from your own agent, and Fin notifies your application of its status and responses through a set of events
> — https://developers.intercom.com/docs/guides/fin-agent-api · Overview section, first paragraph

**MCP server** · Yes — MCP runs both ways: Fin reaches business tools through MCP connectors, and an Intercom MCP server lets outside AI systems read the conversation data Fin produces.

> Securely share Fin’s conversation data with external AI systems such as ChatGPT, Claude, or Glean to uncover insights and power richer analytics.
> — https://fin.ai/integrations · Data Connectors section, 'Connect Fin to your business tools with Data Connectors'

**Bring your own key** · No — The model that answers is Intercom's own and the providers behind it are swapped automatically, so a buyer brings nothing: no page offers your own API keys, your own model weights or your own cloud, and region choice is the only infrastructure control published.

> Fin Apex 1.0 is the model that produces the final answer Fin gives to every customer.
> — https://fin.ai/cx-models · Fin model suite section, item 1 'Fin Apex 1.0'

## Buying it for a team

**A company can buy it** · Yes — This is sold to organisations, not individuals: you buy a workspace plan, are charged by the number of teammates needing Full seats, and larger or non-Intercom deployments go through sales.

> When purchasing Intercom you'll choose from three plans: Essential, Advanced, or Expert. The plan you choose determines your seat price. You'll then be charged based on the number of teammates who require Full seats.
> — https://fin.ai/pricing · FAQs, 'How does Intercom pricing work?'

**Seat model** · Partly — Fin itself carries no seat cost and the vendor states teammates are unlimited, but the floor is a 50-outcome monthly minimum, and pairing Fin with the Intercom helpdesk adds a per-seat charge for Full seats.

> Unlimited teammates – No additional seat costs.
> — https://fin.ai/pricing · FAQs, 'How does pricing on my preferred helpdesk work? (Salesforce and more)'

**Pooled budget** · Yes — Spend pools at workspace level rather than per teammate: outcomes and Operator credits are counted for the whole workspace, with shared alerts and a hard limit you set once for everyone.

> Every Pro workspace receives monthly credits, and the number of credits included scales with conversation volume. If you use more credits than what's included in Pro, you can buy additional credits at $0.01 per credit.
> — https://fin.ai/pricing · FAQs, 'How is Operator priced?'

**Admin controls** · Yes — An administrator constrains the agent directly — restricting which fields Fin may read, renaming internal values, controlling integration permissions through OAuth, and masking card numbers automatically.

> You choose what Fin can access. Select “Restricted data access” to limit Fin to specific fields, and rename internal values into customer-friendly language. Integrations use OAuth 2.0 so you control permissions
> — https://fin.ai/integrations · FAQs, 'How does Fin handle sensitive data from my integrated systems?'

**Audit log** · Yes — Administrative action is recorded and readable over the REST API — logins, permission and role changes, SCIM provisioning, security settings and data exports — though these are workspace admin events rather than a log of Fin's own answers.

> You can get a log of activities by all admins in an app by sending a GET request to the URL https://api.intercom.io/admins/activity_logs.
> — https://developers.intercom.com/docs/references/2.6/rest-api/admins/list-all-activity-logs · REST API reference, 'List all activity logs' description

**Single sign-on** · Partly — SSO works through Okta, Azure AD and OneLogin with SCIM and IP restrictions, but the plan comparison lists SSO and identity management only on the top Expert plan, and no page names SAML or OIDC explicitly.

> Intercom integrates with Okta, Azure AD, and OneLogin for SSO, and supports 2FA, SCIM, and IP restrictions, so only the right people reach your workspace and data.
> — https://www.intercom.com/security · Security & Privacy FAQs, 'How is access to my workspace controlled?'

## What happens to your code

**Opt out of training** · Yes — Fine-tuning on your anonymised data can be switched off at any time with deletion inside 30 days, and workspaces with a BAA or hosted in the EU or AU are excluded automatically.

> Fin can use anonymized customer data for model fine-tuning, and you can opt out at any time, with data deleted within 30 days. Third-party AI providers are contractually restricted from using your data for training
> — https://www.intercom.com/security · Security & Privacy FAQs, 'Does Fin use my customer data to train its AI models?'

**Data residency** · Yes — Three hosting regions are offered and chosen to match your residency requirement — United States, European Union or Australia — with redundancy inside the region you pick.

> Data is hosted in the US, EU, or Australia based on your residency needs, with redundant systems architected for continuous uptime across regions.
> — https://www.intercom.com/security · Security & Privacy FAQs, 'Where is my data hosted?'

**Getting out** · Partly — Report data can be exported as CSV on every plan and programmatically on higher ones, but the vendor publishes nothing about whether unused Operator credits roll over, and credits are described as a monthly inclusion.

> CSV export — Manually export any report data for external analysis or sharing
> — https://www.intercom.com/help/en/articles/13868265-pro-add-on-pricing-and-features · 'What's included without Pro', All plans (Essential, Advanced, and Expert) list

**Certifications** · Yes — The certification set is broad and independently audited, adding an AI-specific pair (ISO 42001 and AIUC-1 for the agent itself) to the usual SOC 2, ISO 27001 and privacy standards, with documentation self-serve in a trust centre.

> Intercom and Fin hold SOC 2 Type II and HIPAA compliance along with ISO 27001, ISO 27018, ISO 27701, and ISO 42001 certification, and Fin AI Agent is also AIUC-1 certified
> — https://www.intercom.com/security · Security & Privacy FAQs, 'What compliance credentials does Intercom hold?'

## Provenance

4 of 14 sources behind the facts above are independent of the vendor.

## Coverage elsewhere

Pages about this product that the vendor does not control. The label states how independent each one is.

| Source | Kind | Read |
| --- | --- | --- |
| gleap.io | Independent source | 2026-08-23 |
| intercom.com | Independent source | 2026-08-23 |
| salesforceben.com | Independent source | 2026-08-23 |

## What changed

- 2026-09-18 — Capabilities · Commercial terms · Free tier
- 2026-09-02 — Capabilities · Commercial terms · Free tier
- 2026-08-31 — Capabilities · Commercial terms · Free tier · Price
- 2026-08-23 — Alternatives · Crunchbase link · Documentation link · LinkedIn link · Name · Summary · Wikidata id

## Correcting this record

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