Fin outcome pricing and escalation
Intercom bills its Fin customer agent per outcome rather than per message or seat. Whether a conversation costs anything depends on how it ended, including how it was handed to a person. This guide summarises Intercom's Fin AI Agent outcomes help article (dated 30 July 2026). It describes the vendor's rules, not our testing, and the vendor can change them.
The four billable outcomes
| Outcome | Price (USD) | Intercom's definition |
|---|---|---|
| Resolution | $0.99 | After Fin's last answer, the customer confirms it was satisfactory or leaves without asking for more help. |
| Procedure handoff | $0.99 | Fin successfully runs a Procedure you configured to end in a handoff to a human or workflow. |
| Disqualification | $0.99 | Sales use: Fin decides a prospect does not match your criteria. |
| Qualification | $9.99 | Sales use: Fin matches a prospect to your criteria and routes them, for example to book a call, start a trial or self-serve onboarding. |
Intercom says you are charged for at most one outcome per conversation, and that the prices apply to chat and email used with Intercom. It says Fin Voice and high-volume pricing need a conversation with sales. It also says Fin is available on every plan, that you are not billed if you do not use it, and that usage reminders and hard limits can be set.
What Intercom says is not billed
- A customer who explicitly asks for a human, or a Procedure that fails to complete.
- Escalations from Fin's default behavior, such as a customer asking for a person or showing frustration.
- Escalations from workspace-level rules set under Train, then Escalation.
- A conversation where Fin asks a clarifying question and the customer never replies, which closes with no outcome recorded.
- A resolution is reversed if the customer later returns to the same conversation for more help, even in a later billing period.
Where costs can surprise you
- Assumed resolutions. A customer who leaves without replying can count as resolved, so a billed resolution is not proof the customer was satisfied.
- Handoff type matters. A handoff that your own Procedure instructions trigger is billed. A default or rule-based escalation is not. How you configure this changes the bill.
- Sales outcomes cost ten times more. Qualification is $9.99, and Intercom says routing to self-serve onboarding counts.
- The list price is not the whole bill. Our Fin record notes that seat fees and a minimum monthly commitment may also apply, and that your contract governs.
Questions to ask before you buy
- How is an assumed resolution measured in our channels, and can we review those conversations?
- Which of our handoffs would be Procedure handoffs and which would be escalations?
- What hard limit should we set during the first month?
- What minimum commitment or seat fees apply to our plan?
- How do we audit what Fin told customers?
Intercom's resolution rate and other performance figures are vendor claims. See our checklist, the Copilot Studio vs Agentforce pricing comparison for another vendor's model, and the free AI agents guide.
Source: Intercom Help, Fin AI Agent outcomes. Pricing: intercom.com/pricing. Spot a change? Tell us.