Comparisons / AI Agents & Chatbots
Fin (formerly Intercom) vs Fini
Both bill per resolution, so this decision comes down to capability, ownership and evidence rather than billing structure.
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Which One to Pick
Pick Fin (formerly Intercom) if
- Existing Intercom customers. If you already run Intercom, Fin is close to a default. The integration advantage is real and the deployment cost is genuinely low. You are mostly deciding whether the per-resolution economics work at your volume.
- Teams with low to moderate ticket volume. Under roughly 2,000 resolutions a month, per-resolution pricing is predictable and comfortably cheaper than headcount. This is where the model is genuinely well suited.
- Teams that need quality over cost. Where a wrong answer is expensive, Fin's confidence gating and maturity justify the premium. Paying more per resolution to resolve fewer things badly is a reasonable trade.
Look elsewhere if: Do not buy Fin if you have high ticket volume and a tight support budget. Above roughly 5,000 monthly resolutions the per-resolution model works against you, and the better you tune it the worse the economics get. Teams in that position should model the invoice at their actual volume before committing, and look seriously at flat-rate or per-seat alternatives.
Pick Fini if
- Teams already sold on per-resolution. If you have decided the model suits you, paying $0.69 rather than $0.99 for a similar job is straightforward arithmetic.
- Moderate volume with existing help desk. Under a few thousand resolutions a month, layered onto Zendesk or Freshdesk, without a migration.
- Buyers who want a published number. You can price Fini from its website. Half of this category will not let you.
Look elsewhere if: High volume. Above roughly 5,000 monthly resolutions the model works against you no matter whose rate you are paying, and a per-seat platform will cost a fraction of it. Also not for teams needing the most capable agent available — Fin's quality lead is the reason it can charge more.
Evidence Scores Compared
Five criteria verifiable from published material. Green at 3.0 and above, red below. Not a performance rating.
| Criterion | Fin (formerly Intercom) | Fini |
|---|---|---|
| Pricing transparency | ||
| Capability | ||
| Independence | ||
| Independent evidence | ||
| Cost predictability | ||
| Overall | 4.2 | 3.3 |
Pricing Compared
| Fin (formerly Intercom) | Fini | |
|---|---|---|
| Starting price | $29 /seat/mo | $3,000 /mo |
| Billing model | Per resolution | Per resolution |
| Free plan | No | Yes |
| Buy without a sales call | Yes | Yes |
| Who owns it | Salesforce (pending) | Independent |
| Independent review evidence | G2 4.5/5 from 3,409 | Thin |
| HIPAA | Yes | Unknown |
| Best for | Teams already on Fin who can absorb variable per-resolution billing | Teams that want per-resolution pricing below Intercom's rate |
Fin (formerly Intercom) pricing
- Essential — $29 /seat/mo. Fin included at $0.99 per outcome
- Advanced — $85 /seat/mo. Multiple team inboxes, workflow automation
- Expert — $132 /seat/mo. SSO, identity management, HIPAA support
- Fin AI Agent standalone — $0.99 /outcome. No seats. 50-outcome monthly minimum. Works on Salesforce, HubSpot and others
- Fin sales qualification — $9.99 /qualification. Ten times the support rate for the same mechanical act
- Copilot add-on — $29 /agent/mo billed annually. $35 billed monthly. 10 conversations a month free per agent
- Pro add-on — $99 /mo. 1,000 conversations analysed, 2,000 Operator credits; extra credits $0.01
- Proactive Support Plus — $99 /mo. Includes 500 messages, then per unit
Fin costs $0.99 per resolution. That is the headline and it is genuinely published, unlike most enterprise competitors. Underneath it you also need Intercom seats, which one user reported at a $74 monthly seat fee before any AI usage.
The arithmetic is where this becomes contentious. At 10,000 resolutions a month, Fin costs $9,900 before seat costs. In many markets that exceeds the loaded cost of the support agents it replaces. The model works well at low volume and inverts at high volume, which is the opposite of how software pricing usually behaves.
The structural criticism is sharper than a simple cost complaint. Because you are charged per successful resolution, improving your help content, tuning your prompts, and getting Fin to work better all directly increase your bill. One support leader described it as being financially punished for making the product work. That is not a pricing tier problem; it is the model.
For context, Sierra prices on a similar outcome basis at roughly $1.50 per resolved interaction, negotiated rather than published. Fini publishes $0.69. Per-seat competitors like Zendesk and Freshdesk avoid the dynamic entirely but charge whether or not the AI does anything.
Fini pricing
- Growth — $3,000 /mo. 2,000 resolutions included, then $0.89 each. 17% off annually
- Scale — $7,500 /mo. 8,000 resolutions included, then $0.69 each
- Enterprise — Custom. Unlimited resolutions with a $0.49 overage rate, 90-day pilot on live traffic. Quoted
$0.69 per resolution, published. At 5,000 monthly resolutions that is roughly $3,450, against about $4,950 for Fin at $0.99 — a saving of $1,500 a month at that volume.
But run the comparison against per-seat pricing too. Ten Freshdesk Pro seats cost $590 a month regardless of ticket count. At 5,000 resolutions Fini costs nearly six times that, and the gap widens as volume grows.
The rule holds regardless of the rate: per-resolution wins at low or spiky volume, per-seat wins decisively at scale. A cheaper rate moves the crossover point; it does not remove it.
Both Tools in Depth
Fin (formerly Intercom)
Two things changed in mid-2026 and both matter more than any feature on this page. Intercom renamed itself Fin in May, folding the company identity into the product. A month later, on 15 June 2026, Salesforce signed a definitive agreement to acquire it for approximately $3.6 billion, with closing expected in the fourth quarter of Salesforce's fiscal 2027. The deal has not closed, so Fin is still buyable on its own terms today — but anyone signing a multi-year term should ask directly how Fin and Salesforce's own Agentforce will coexist, because Salesforce now owns both.
Fin is the autonomous support agent formerly sold as Intercom's, and by most accounts the most polished product in this category. Intercom itself has been around since 2011, which matters here: Fin arrives attached to a mature help desk, an established content model, and an inbox that support teams already know. Where newer entrants have to solve both the agent problem and the workflow problem, Fin only had to solve one.
That maturity shows in deployment. Because Fin trains on help-centre content and past conversations already inside Intercom, teams that are Intercom customers can have it answering real tickets in hours rather than weeks. This is the single most consistent piece of praise it receives, including from people who are otherwise critical of it.
The controversy is entirely about price. Fin is billed at $0.99 per resolution on top of Intercom seat costs that start around $74 per seat per month. The rate is published, which is more than most competitors manage, but the model itself is what generates the complaints, and the complaints are loud, numerous, and unusually specific.
Resolution quality and confidence gating
Fin answers from your existing content and declines when confidence is low, passing the conversation to a human rather than guessing. This is the correct behaviour and it is implemented better here than in most cheaper tools, which tend to answer confidently regardless. The trade-off is that a conservatively-gated agent resolves fewer tickets, and since you pay per resolution, a well-tuned Fin is also a more expensive Fin.
Custom actions
Fin can call your APIs mid-conversation to look up an order, check a subscription state, or trigger a workflow. This is what separates an agent that answers questions from one that resolves them. Setting this up is engineering work, not configuration, and teams routinely underestimate it during evaluation.
Fini
Fini competes on price against the same billing model everyone complains about. At $0.69 per resolution against Intercom's $0.99, it is roughly 30% cheaper on the meter, and unlike most of this category it publishes the number.
It layers onto your existing help desk rather than replacing it, so there is no migration. That combination — published rate, no migration, cheaper than the leader — is a coherent position for a smaller vendor.
The honest caveat is that per-resolution billing has the same structural problem at $0.69 as at $0.99: the better the agent works, the more you pay. A 30% discount on a model that scales against you is still that model.
Published per-resolution rate
$0.69, stated openly. In a category where half the vendors make you ask, publishing a number is worth something in itself — it means you can do the arithmetic before you commit.
Layering onto your help desk
Works on Zendesk, Intercom, Freshdesk and Salesforce without a migration, which removes the biggest practical obstacle to trying it.
Where Each One Breaks
Strengths and weaknesses on both sides, stated plainly.
Fin (formerly Intercom)
What works
- Product quality conceded even by the reviewers complaining about the price
- Fastest deployment in the category on content already in Intercom
- Confidence gating is well implemented
- Handoff preserves context because it is the same product, not an integration
- Publishes its rate, which most enterprise competitors here do not
The product quality is not seriously disputed, including by its critics. Reddit threads complaining about the price routinely open by conceding that Fin works — one described it as probably the most polished AI agent available, immediately before objecting to the cost. Deployment speed on existing Intercom content is the fastest in the category. Confidence gating is well implemented, and the handoff into the human inbox preserves context because it is not an integration but the same product. Intercom also publishes its rate, which sounds like a low bar until you notice that most enterprise competitors in this directory publish nothing at all.
What does not
- Every successful resolution is billable, so improving the system raises the bill
- An r/SaaS thread of 70+ comments reported billing rising 120% after enabling AI
- An analysis of 215 Intercom reviews repeatedly calls the per-resolution charge a trap
- Cannot be bought standalone; it needs Intercom seats underneath, reported around $74
- The resolution definition that decides your invoice is easy to miss during a trial
The pricing model is the defining problem and it is structural rather than a matter of tiers. Because every successful resolution is billable, every improvement you make to the system increases your costs — a support leader on r/CustomerSuccess described being financially punished for making Fin work well. Public reports of bill shock are numerous and specific: one r/SaaS thread with 70+ comments described billing rising 120% after enabling AI, and an analysis of 215 Intercom reviews found the per-resolution charge repeatedly characterised as a trap. You also cannot buy Fin standalone; it requires Intercom seats underneath, reported around $74 each. Finally, the resolution definition that determines your invoice is not something most buyers examine closely during a trial, and it should be the first thing they check.
Fini
What works
Publishes its rate, undercuts the market leader by 30%, and layers onto existing help desks without a migration. A clear, checkable value proposition.
What does not
Inherits the structural problem of per-resolution billing — improving the agent raises the bill. Smaller vendor with less independent review evidence. Not the capability leader, which is why it competes on price.
Where Each One Lands
Our reading of each, unchanged from its own review page.
Fin (formerly Intercom)
Fin is the best autonomous support agent most teams can buy today, and whether you should buy it is almost entirely a maths question rather than a product question. Under roughly 2,000 resolutions a month it is excellent and the pricing is fair. Above 5,000 the model turns against you, and it turns against you faster the better you make it work. Model your actual volume before signing, and read the resolution definition carefully.
Fini
Fini is a rational buy for a team that has already accepted per-resolution billing and would rather pay less for it. The rate is published, the saving against Fin is real at moderate volume, and layering onto your existing help desk keeps the decision reversible. What it does not do is escape the model: at $0.69 a resolution, a well-tuned agent still raises your invoice every time it succeeds, and above a few thousand resolutions a month per-seat pricing beats it comfortably. Do that arithmetic first.
Frequently Asked
Questions people search about Fin (formerly Intercom) and Fini.
Is Intercom the same as Fin?
They are now the same company. Intercom renamed itself Fin in May 2026, folding the company name into its AI agent product. Comparisons that still treat them as two things are out of date.
How much does Fini cost?
$0.69 per resolution, published. At 5,000 monthly resolutions that is roughly $3,450.
Who owns Fin?
Salesforce signed a definitive agreement to acquire Fin, formerly Intercom, for approximately $3.6B on 15 June 2026. The deal is expected to close in Q4 of Salesforce FY2027 and has not closed, so Fin still operates independently today.
Is Fini cheaper than Intercom Fin?
Yes, about 30% cheaper on the meter — $0.69 against $0.99 — and it does not require Intercom seats underneath. Fin is generally regarded as the more capable agent.
Is Fin worth it for a small team?
Under roughly 2,000 monthly resolutions, usually — it is the most capable agent available and the seat cost is modest at five or six agents. Above that the per-resolution model compounds against you faster than headcount would.
Does Fini replace my help desk?
No. It layers onto Zendesk, Intercom, Freshdesk or Salesforce, so there is no migration.
How much does Fin actually cost?
$0.99 per resolution, plus Intercom seats underneath at a reported ~$74 per seat per month. At 10,000 monthly resolutions that is $9,900 in usage before seat costs.
Is per-resolution pricing a good deal?
At low or spiky volume, yes. Above roughly 5,000 monthly resolutions per-seat platforms cost a fraction of it, and improving your agent raises a per-resolution bill.
What counts as a resolution?
This is the question that determines your invoice, and vendors define it differently. We are documenting each vendor's definition from their own materials; until that is published we will not summarise Intercom's for you second-hand.
What counts as a resolution for Fini?
Get the definition in writing before your trial ends. This is the term that determines your invoice and it is rarely published in auditable detail by any vendor.
Sources
Every external fact above traces to one of these.