Rating certificate · AW/26-09/45826 Sept 2026
Not enough evidence
Fin (formerly Intercom Fin)
Fin (formerly Intercom), a Salesforce company · Business & sales agents
Trust B
The Register / Business & sales agents / Fin (formerly Intercom Fin)
Register entry · Business & sales agents · updated 26 Sept 2026
Fin (formerly Intercom Fin)
Fin is a customer-service AI agent that resolves support conversations using a company's help content, procedures and data connectors, and hands off to humans when needed. It runs on Intercom's helpdesk or on third-party helpdesks such as Salesforce, HubSpot and Freshworks, priced at $0.99 per billable outcome. The company formerly called Intercom renamed itself Fin in May 2026 and was acquired by Salesforce in September 2026.
Acquired. Intercom renamed itself Fin on 2026-05-12; Salesforce announced a ~$3.6B acquisition on 2026-06-15 and completed it on 2026-09-10. Fin continues to be sold, including on non-Intercom helpdesks, as part of Salesforce AI Labs.
What reviewers and users praise
- Mature, polished product for customer-service automation (AI Products for CX review; HN implementer comment)
- Public rate card and quick, consultant-free deployment (Fritz review; HN comment)
- Frequent product updates visible in a public, dated changelog
What they criticise
- 'Assumed resolution' billing and per-outcome pricing can make costs unpredictable (Fritz review; Intercom Community posts)
- Users report wrong or invented answers and failures on complex requests (Intercom Community; HN comments)
- Uncertainty about product direction after the Salesforce acquisition (Fritz review; HN discussion)
Experts vs the crowdneeds both scores
Experts—
Crowd37
| Price | From $0.99 |
|---|---|
| Use it via | Web app, Chat apps, API |
| Runs on | web |
| Licence | proprietary |
| Updated | Evidence collected 26 Sept 2026 |
How the rating was worked out
Weights for Business & sales agents: adoption 25%, experts 40%, crowd 35%. Fewer than two pillars have enough evidence. The method.
| Adoption & momentumweight 25% | — | No public reach signal found |
|---|---|---|
| Expertsindependent reviews · weight 40% | — | Only 2 independent reviews (3 needed) |
| Crowdcommunity sample · weight 35% | 37 | 9 dated posts from hackernews, forum: 2 positive · 1 mixed · 6 negative (positive + ½ mixed) ÷ n, averaged toward 50 for small samples |
| Rating | — | Not rated: fewer than two pillars have enough evidence. |
Evidence checks. 1 post over the three-per-thread limit not counted. How evidence is checked.
Editorial adjustment. The 30k figure is Intercom's whole customer base, not Fin AI-agent customers (Salesforce does not publish the latter).
Trust & safety
Seven dimensions graded A–D from documented facts. Overall: B.
n/e
Permission model
Hosted customer-service agent; Fin AI Engine validates and escalates to a human when confidence thresholds are not met. The sandbox/approval rubric does not map cleanly; no per-action approval documentation reviewed. source
n/e
Data access scope
Fin answers from configured knowledge sources and data connectors; scope documentation not reviewed in detail. source
B
Data storage
Cloud-hosted; data hosted in the US, EU or Australia based on residency needs. source
C
Data retention & training
Fin can use anonymized customer data for model fine-tuning; customers can opt out, with data deleted within 30 days of opting out. Training is opt-out, not off by default. source
A
Incident history (24 months)
No public security incident or CVE for Intercom/Fin found for 2024-2026 in a search on 2026-09-26. source
A
Compliance
SOC 2 Type II, ISO 27001, ISO 27701, ISO 27018, ISO 42001 (audited by Schellman), HIPAA; reports at trust.intercom.com. source
B
Transparency
Closed source with a detailed, dated public changelog and help-center documentation. source
The experts
3 named independent reviews found; dated reviews from the last 12 months are scored.
- positive
Fin is the most polished AI agent built specifically for customer service at enterprise scale.
AI Products for CX (aicxstack.com) · 21 Mar 2026 · aicxstack.com - mixed
Fin is the most capable general-purpose AI support agent you can buy with a public rate card.
Fritz (fritz.ai) · 29 Jul 2026 · fritz.ai - mixed
Intercom stands out here, with a library of prebuilt elements that help accelerate deployment timelines.
Forrester Research (Wave: Conversational AI Platforms for Customer Service, Q2 2026; summarised by CX Foundation) · 22 Apr 2026 · cxfoundation.com
The crowd
9 coded posts from hackernews, forum.
2 positive1 mixed6 negative
- positive
I've run Fin implementations at multiple companies. I've found their product team incredibly strong & the product to be customer friendly.
Salesforce to Acquire Fin thread · 15 Jun 2026 · news.ycombinator.com - positive
Lots of negativity in this thread, but I think its genuinely impressive that Fin beats GPT-5.4 and Sonnet 4.6 at customer service tasks
Salesforce to Acquire Fin thread · 15 Jun 2026 · news.ycombinator.com - negative
the "AI agent" story here on Intercom (Fin) seems highly inflated.
Salesforce to Acquire Fin thread · 15 Jun 2026 · news.ycombinator.com - mixed
They use intercom's Fin AI. Probably powered by a Sonnet or Opus model. That said, it can't handle legal/refund/complicated requests and just forwards to a human for those
comment thread · 9 Jun 2026 · news.ycombinator.com - negative
I don't know anyone who has had a positive experience with "Fin"
comment thread · 5 May 2026 · news.ycombinator.com - negative
Once I interacted with what seemed like a human; but weeks later it was replaced with the brain dead fin.ai
comment thread · 29 Apr 2026 · news.ycombinator.com - negative
the cost quickly becomes unsustainable
Intercom Community (Deploy Fin) · 23 Jan 2026 · community.intercom.com - negative
FIN suddenly and randomly answers with wrong answers. We tried everything (with and without guidance,...) All the Content stayed the same and in the past FIN was super helpful.
Intercom Community (Deploy Fin) · 26 Nov 2025 · community.intercom.com
Pricing
As published, checked 26 Sept 2026.
| Plan | Price | Notes |
|---|---|---|
| Fin on any helpdesk | $0.99 / per outcome | 50-outcome monthly minimum; no setup or platform fees. Qualifications (Fin for Sales) are $9.99 each. |
| Fin with Intercom helpdesk | $29 / monthly per seat | Helpdesk seat price, plus from $0.99 per outcome. |
| Pro add-on | $99 / monthly | From $99/month; CX Score, AI Topics, Trends, custom AI scorecards. |
| Copilot add-on | $35 / monthly per user | Agent-facing assistant. |
| Free trial | Free trial | No credit card; unlimited outcomes during trial. |
Recent changes
- 10 Sept 2026
Salesforce completed its acquisition of Fin; Fin becomes part of Salesforce AI Labs source
- 8 Sept 2026
Fin can query a customer's Snowflake data warehouse source
- 13 Aug 2026
Fin remembers past conversations for returning customers source
- 15 Jun 2026
Salesforce signed a definitive agreement to acquire Fin for ~$3.6B source
- 12 May 2026
Intercom renamed the company to Fin source
Ranked alongside
Other ranked entries in Business & sales agents.
Sources
Every figure above traces to one of these, observed up to 26 Sept 2026.