Intercom Fin AI Pricing: $0.99 Per Resolution - Complete 2026 Guide
What Counts as a Resolution?
Understanding exactly when you are charged is critical to estimating your costs accurately.
Charged ($0.99)
- +Fin answers the question AND the customer confirms it was resolved
- +Fin answers AND the customer stops responding (conversation auto-closes)
- +Fin executes a Procedure (workflow action) successfully, even if conversation continues
Not charged
- -Fin cannot answer and transfers to a human agent
- -Customer abandons the conversation before Fin responds
- -Fin is not used in the conversation at all
- -Conversation is resolved by a human (not Fin)
The Procedure Handoff Charge - What Most Sites Miss
Fin also charges $0.99 for successful "Procedure Handoffs" - this is when Fin executes a configured automated workflow. Examples:
- Fin processes a refund request via your billing API integration
- Fin cancels a subscription through your backend
- Fin retrieves an order status and delivers it to the customer
- Fin books a meeting or creates a support ticket on behalf of the customer
Important: You are never charged more than once per conversation regardless of how many procedures Fin runs in a single conversation. However, this charge is separate from and in addition to a resolution charge if both occur. If Fin runs a procedure AND resolves the conversation, you are charged once - not twice.
Fin AI Cost at Scale
| Monthly conversations | 40% resolution rate | 50% resolution rate | 65% resolution rate |
|---|---|---|---|
| 500 | $198 | $248 | $321 |
| 1,000 | $396 | $495 | $644 |
| 2,000 | $792 | $990 | $1,287 |
| 5,000 | $1,980 | $2,475 | $3,218 |
| 10,000 | $3,960 | $4,950 | $6,435 |
| 20,000 | $7,920 | $9,900 | $12,870 |
The Fin Guarantee
50% Automation Rate Guaranteed
Intercom guarantees that Fin will resolve at least 50% of the conversations it handles. If Fin fails to hit this rate in a given period, Intercom credits back the resolution fees for conversations below the 50% threshold.
Why this matters for your ROI calculation:
The Guarantee removes the worst-case scenario where Fin underperforms and you pay for a large number of failed interactions. It effectively provides a performance floor. If your Fin setup is underperforming, contact Intercom to trigger a review - poor setup (sparse knowledge base, incorrect configuration) is typically the cause, and fixing it is in both parties' interest.
Fin AI vs Competitors
| Platform | AI pricing model | Cost | When it wins |
|---|---|---|---|
| Intercom Fin | Per resolution | $0.99/resolution | Lower resolution volumes; variable AI usage |
| Zendesk AI Copilot | Flat per agent/month | $50/agent/month | High resolution volumes; predictable billing |
| HubSpot Breeze AI | Per conversation | $1/conversation | Lower resolution rate (charged whether resolved or not) |
| Freshdesk Freddy AI | Included in Pro+ | Bundled ($49+/agent/month) | Teams already on Freshdesk Pro or Enterprise |
Fin AI as a Standalone Product
Fin AI is available at fin.ai as a standalone product that connects to other platforms (Zendesk, Salesforce, Front, etc.) without requiring a full Intercom subscription. The pricing remains the same $0.99/resolution model.
This is useful for teams who want Fin's AI quality but are locked into another platform. You do not need to switch from Zendesk to Intercom to use Fin - you can use Fin.ai directly connected to your Zendesk workspace.
Can You Turn Fin Off?
Yes. Fin AI is entirely optional. To disable Fin:
- Go to Settings > AI & Automation in your Intercom workspace
- Toggle Fin AI off
- Fin will no longer participate in any conversations
When Fin is disabled: $0 in Fin charges. You only pay seat costs. Existing workflows that reference Fin will need to be updated. Your help center articles remain intact for human agents to reference.