Quick Answer
Intercom Fin charges an Assumed Resolution when a customer receives an answer and leaves without asking for more help. That outcome costs $0.99 on the public table. Silence is therefore billable even when the customer never confirms that the answer worked. Resolution, Procedure handoff, and Disqualification each cost $0.99; Qualification costs $9.99. The table is expressly limited to chat and email with Intercom. Fin Voice is contract-priced. Set a hard limit before launch, but do not treat it as an exact cap: Intercom says the stop point can be higher or lower, and a limit below contracted usage does not reduce the subscription charge.
A customer can read Fin’s answer, say nothing, and still create a $0.99 charge. That is the billing unit, not an edge case. If silent exits are normal in your product, model them as paid outcomes before you decide Fin is cheaper than human support.
Price the four outcomes separately
Fin moved its core billing language from resolutions to outcomes on 12 March 2026. Resolution remains, but it is now one of four outcome types. The Fin AI Agent outcomes table showed the following on 31 August 2026:
| Price | Outcome | Official definition |
|---|---|---|
| $0.99 | Resolution | No further help is requested after the last Al answer. |
| $0.99 | Procedure handoff | Fin successfully executes a Procedure that you’ve configured to end in a handoff to a human or a workflow. |
| $0.99 | Disqualification | Fin determines that a prospect doesn’t match your qualification criteria and disqualifies them accordingly. |
| $9.99 | Qualification | Fin matches a prospect to the qualification criteria you defined and routes them accordingly. |
(checked 31 August 2026. Confirm current before you buy.)
The Resolution row really says last Al answer. That is the live page’s wording, preserved here exactly. Do not silently read all four rows as one $0.99 price. Qualification is ten times the public price of each other outcome, less one cent.
Intercom says a conversation is charged for at most one outcome, even if Fin takes multiple actions. That controls the count inside one conversation. It does not cap the total number of billed conversations in a billing period.
The public pricing page compresses the offer to “From $0.99 per Fin outcome.” The Help Center table is the buying source because it exposes the $9.99 Qualification row. High-volume and specialized terms can differ through Sales.
Silence after an answer is a paid resolution
Intercom does not require a customer to click “resolved” or say that the answer worked. Its full definition is:
A resolution is a type of outcome that is counted when, following Fin’s last answer in a conversation, the customer either confirms the answer was satisfactory (confirmed resolution), or exits the conversation without requesting further assistance (assumed resolution).
(checked 31 August 2026. Confirm current before you buy.) Fin AI Agent outcomes
The FAQ removes any remaining ambiguity:
A customer leaving after receiving Fin’s answer without requesting further help is counted as an Assumed Resolution and will be charged.
(checked 31 August 2026. Confirm current before you buy.) Fin AI Agent outcomes
The post-change explanation says the same thing:
If a customer receives an answer from Fin and doesn’t ask for additional help, this is still treated as a successful resolution and is billed.
(checked 31 August 2026. Confirm current before you buy.) Understanding Fin outcomes
The commercial rule is direct: no request for more help can be treated as success. A satisfied exit and an angry exit may look identical to the billing system. Intercom says a frustration-triggered escalation to a human is not billed, but the escalation must happen. Configure that path before traffic arrives.
A greeting or clarification question is not the same as an answer. Intercom says a customer who disappears after those steps does not create a resolution. If the customer later returns to the same conversation and asks for more help, Intercom says the earlier resolution is deducted, including when the return crosses a billing period. That is a later reversal. It does not make the original silent exit free.
A teammate can turn an answered conversation into a charge
Human intervention does not automatically cancel Fin billing. Intercom’s teammate rule is:
If the conversation is still with Fin and that Fin had answered your customer using your available content, a teammate self assigning or manually closing the conversation will still be considered as a resolution if the conversation is not escalated by Fin.
(checked 31 August 2026. Confirm current before you buy.) Fin AI Agent outcomes
The conditions matter. Fin has already answered from your content, the conversation has not followed Fin’s escalation path, and a teammate self-assigns or closes it. That action can confirm a billable Resolution. If Fin explicitly says it cannot answer and a teammate enters, Intercom says the conversation is not counted as a resolution.
Write this into Inbox operating rules. “I will take this” and “close conversation” are not neutral actions after Fin has answered. Review those events against billed outcomes instead of assuming that any human touch made the AI work free.
Self-serve sales routing costs $9.99
Qualification applies when Fin for Sales matches a prospect to criteria you configured. Intercom lists three qualifying routes: booking a call, starting a trial, and routing to self-serve onboarding. Each is billed at $9.99.
The counterintuitive route is self-serve:
Routing a prospect to self-serve counts as a qualification because Fin matched the prospect to your defined criteria and routed them accordingly.
(checked 31 August 2026. Confirm current before you buy.) Fin AI Agent outcomes
Self-serve may save sales time. It is still a $9.99 Qualification, not a $0.99 Resolution. Disqualification is a separate $0.99 outcome. Audit the criteria and routing distribution before enabling Fin for Sales; the expensive row is controlled by your own configuration.
The public table covers chat and email, not every channel
Intercom places an explicit scope note under the outcome table:
The pricing above applies to Fin over chat and email when used with Intercom. For Fin Voice, high-volume pricing, or specialized needs, contact Sales.
(checked 31 August 2026. Confirm current before you buy.) Fin AI Agent outcomes
Do not extend the $0.99/$9.99 table to WhatsApp, SMS, social channels, or another channel from this page alone. The official public scope names chat and email with Intercom. Silence about another channel is not authorization to reuse the price.
Fin Voice uses contract language instead of a public outcome price:
Contact your account owner to learn more about pricing. Once agreed, Fin Voice pricing will be set out in your Order Form with Fin.
(checked 31 August 2026. Confirm current before you buy.) Fin Voice FAQs
Voice also has a different outcome definition and a separate usage limit. Phone-line charges such as Twilio costs sit outside the Voice outcome limit. Do not use chat/email arithmetic for a voice rollout.
A hard limit is a control, not an exact ceiling
Fin usage does not stop at a natural public spending cap. Intercom provides usage alerts and a hard limit under the subscription usage controls. An alert sends email; it does not disable Fin. The hard limit is the stop control:
Once this limit is reached, Fin AI Agent will be disabled for any new and existing conversations for the remainder of your billing period.
(checked 31 August 2026. Confirm current before you buy.) How to see and manage your usage
Intercom then limits what that control promises:
We cannot guarantee the limit will be 100% accurate. Due to the nature of outcomes and how we calculate them, the state of conversations can change over time. Therefore we cannot guarantee that Fin AI Agent will be stopped at that exact limit and the final number of outcomes can be higher/lower.
(checked 31 August 2026. Confirm current before you buy.) How to see and manage your usage
Budget for a stop band, not a precise last cent. Conversation state can change after the apparent stop point. Intercom also says the hard limit can’t be lower than what’s included in your subscription and states:
You will be charged the amount in your subscription, even if you set a lower limit.
(checked 31 August 2026. Confirm current before you buy.) How to see and manage your usage
A lower number in the control does not renegotiate contracted usage. It also may not stop every cost you think it stops. The public hard-limit explanation refers to all outcome types but specifically names Resolutions and Procedure handoffs. The Usage page exposes Qualifications as a separate alert metric. It does not explicitly name the $9.99 Qualification row when describing the same hard-limit switch. Verify the behavior in your own billing UI before assuming one Fin outcomes limit catches Qualifications.
Voice has its own Voice outcomes limit. Phone-line charges remain separate. Build a fallback workflow for the “Fin outcome limit reached” state; Intercom says the predicate updates hourly at the half-hour, so the handoff can follow the usage event rather than precede it.
Cost examples — author assumptions, not Intercom data
The following examples are editorial arithmetic. They are not vendor usage data, a quote, a forecast, or a tax-inclusive offer.
Assume only chat/email Resolutions at the published $0.99 price. Assume one billed outcome per conversation. Assume each customer leaves after the answer and never returns to request more help in the same conversation, so no later deduction applies. Exclude tax and any contracted included volume.
- 100 silent exits × $0.99 = about $99
- 1,000 silent exits × $0.99 = about $990
- 10,000 silent exits × $0.99 = about $9,900
Now change 100 of those events to Fin for Sales routing prospects to self-serve. Those are Qualifications under the public table: 100 × $9.99 = $999, not $99.
The real invoice can differ because of contracted volume, later outcome deductions, hard-limit timing, negotiated pricing, and tax. Use the examples to test sensitivity, not to predict an invoice.
Keep the public-data blind spots in the decision
The outcomes page uses the $ symbol. It does not spell out a currency name on the live table. Do not turn that into a claim that the amount is definitely denominated in United States dollars for every account.
The public outcomes page and pricing page do not state whether the published $0.99 and $9.99 figures include sales tax or VAT. Record tax treatment as unspecified, not “tax excluded” or “tax included.” Confirm it on the quote or invoice.
The table expressly covers chat and email with Intercom. It does not establish the same price for every other messaging channel. Fin Voice has an Order Form price, not a public number on this table.
The hard-limit copy does not explicitly name Qualification when describing the stop behavior, while the Usage interface treats Qualifications as a separate metric. Treat coverage of the $9.99 row as unverified until your account UI or Intercom confirms it.
Set the controls before deciding Fin is cheap
- Set usage alerts at thresholds your team will act on, then set a hard limit. Do not mistake an alert for a stop.
- Create a fallback workflow for the limit-reached state so new and active conversations have an owner.
- Configure escalation for frustration and explicit requests for a human. A frustrated silent exit can otherwise look like an Assumed Resolution.
- Stop teammates from self-assigning or manually closing answered, non-escalated conversations unless the team accepts the resulting Resolution charge.
- Separate service outcomes from sales outcomes. Monitor Resolution and Procedure handoff for support; monitor Qualification routing for sales.
- Audit all three $9.99 sales routes, including self-serve onboarding. Self-serve is not the cheap exit in this price table.
- Price Fin Voice from the Order Form and track its limit separately from chat/email outcomes and phone-line charges.
- Ask Intercom to state the invoice currency, tax treatment, contracted included volume, and whether your hard limit covers Qualifications.
Fin is defensible when a reliably avoided human interaction costs more than $0.99, your escalation rules prevent obvious false-success exits, and your $9.99 Qualification volume is intentionally constrained. If customers commonly read an answer and disappear, treat that behavior as paid before you run the ROI model. Set the limit first. Then decide whether the outcome is worth its price.
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