The Pro add-on enables you to see and continuously improve 100% of your customer conversations, so you can scale Fin with confidence. Get a clear picture of 100% of your customer conversations. Check if quality meets your standards and get prioritized fixes to keep improving the experience your team delivers.
The Pro add-on is priced on conversation volume (not seats or outcomes), so you can give your whole team access without per-user costs.
What's included in the Pro add-on
The Pro add-on bundles the following features:
Customer Experience (CX) Score
CX Score uses AI to rate every conversation, and explain why a conversation was positive or negative providing significantly more coverage than traditional CSAT surveys.
Topics Explorer
Topics Explorer groups conversations into topics and subtopics automatically so you can see what customers are contacting you about and how those conversations perform.
Trends
The weekly Trends report scans your topics to find the largest shifts in volume or and explains the cause in plain language.
Recommendations
Recommendations helps you identify where Fin is struggling, investigate unresolved conversations, and prioritize improvements based on volume and impact.
It can also generate AI-powered content recommendations to help improve Fin’s answers. You can review, edit, and approve recommendations before they go live.
Monitors [new, beta]
Monitors Help you run comprehensive QA, track high-risk scenarios and critical business moments, and make quality an always-on, measurable part of how you operate.
Custom Scorecards [new, beta]
A Custom Scorecard lets you define exactly what a great conversation looks like for your team. Instead of relying on gut feeling or inconsistent spot-checks, you set the specific criteria you care about - like tone, accuracy, or policy adherence — and each conversation is evaluated against them.
Monitors and Custom scorecards are currently in closed beta, fill out the opt-in form to request early access.
Pro add-on pricing overview
The Pro add-on is billed based on conversations with customers. Each conversation is counted once.
When a conversation is counted depends on the channel:
Chat, SMS, Messenger: counted when the conversation starts (the first customer message).
Email: counted only when your team or Fin replies (so spam or noise you don’t engage with won’t affect your usage).
Phone: counted when the call ends, and only if the call was answered.
Outbound messages: counted only if the customer replies.
Price breakdown
The Pro add-on costs $99 per month for up to 1,000 conversations. If you exceed 1,000 conversations, additional volume is billed using a tier structure:
| Monthly conversation volume | Price |
Tier 1 | Up to 1,000 | $99 (flat fee) |
Tier 2 | 1,000–5,000 | $0.12 per conversation |
Tier 3 | 5,000–50,000 | $0.10 per conversation |
Tier 4 | 50,000–100,000 | $0.06 per conversation |
Tier 5 | 100,000+ | Contact Sales |
Pricing breakdown example:
To help you understand how your monthly bill is calculated, let’s look at an example of a customer with a 6,000 monthly conversation volume. Your final monthly price is a combination of a flat base fee and tiered pricing based on your actual conversation volume.
Conversation Volume | Price per Tier |
Base fee | $99 |
1 - 5K | $0.12 x 4000 = $480 |
5-6K | $0.1 x 1000 = $100 |
Final Monthly Price | $679 |
Note: How charges appear on your invoice may vary by plan type. Some plans show a base fee plus any additional usage; others may show a single line item.
How to add Pro to your plan
Go to Settings > Subscription > Billing in your workspace.
Navigate to the Add-ons.
Find Pro and click Add to plan.
Review the pricing and confirm your purchase.
Note:
If you were using Pro add-on features before March 12, 2026, you’ll continue to have access until May 12, 2026. After that, you’ll need to purchase the Pro add-on to maintain access.
If you joined Intercom from March 12, 2026, you can purchase the Pro add-on with your plan now.
If you're on a contract, contact your account manager to add Pro to your plan.
What to expect after enabling the Pro add-on
After Pro is added to your plan, it may take some time for insights to populate depending on your conversation volume.
For workspaces with existing conversations, the Pro add on typically backfills and generates insights on recent history:
AI Topics: model training and topic assignment are based on recent conversation history (often up to the last 90 days).
CX Score: assigned to new conversations and recent history (often up to the last 28 days).
Recommendations: generated after Topics are available and when there are enough conversations resolved by teammates.
Trends: requires enough historical data (for example, several weeks) to detect changes over time.
Note: If your workspace has very low conversation volume, some insights (like Topics and Trends) may not generate until you meet minimum eligibility requirements.
Pro add-on permissions
To access the Pro add-on features, teammates need the following permissions:
Can view Fin and Automation settings
Can access Reports
Additional permissions are required for specific actions:
To edit AI Topics: "Can manage workspace data".
To accept AI Suggestions: "Can create and manage content in Knowledge" and "Can create and update draft Help Center Articles" .
Important:
Lite seats can access dashboards but cannot accept recommendations.
The Pro add-on is available for workspaces hosted in the US, EU, and AU regions.
Voice Pro is only available on select plans. To find out if you're eligible, reach out to your account manager.
Track your Pro add-on usage and set alerts
You can track your Pro conversation usage for the current billing period and set alerts so billing contacts are notified before you reach your monthly limit.
Go to Subscriptions> Usage > Conversations in your workspace. Select the Conversations tab to view usage and set an alert threshold.
Billing contacts are notified by email when usage hits 50%, 80%, and 100% of the monthly amounts.
Conversation usage includes both Fin and teammate-handled conversations. Spam and non-actionable emails are excluded.
What's included without Pro
Fin continues to work as normal — the Pro add-on only affects your reporting capabilities, not Fin's functionality.
The Performance dashboard remains available to all Fin customers. It provides a high-level view of key Fin performance metrics, such as:
Fin’s automation rate
Resolution rate
Involvement rate
Note: CX Score is not available without the Pro add-on.
If you previously had the Pro add-on (for example, during a trial), your historical Pro data remains accessible in Reports.
Your reporting access depends on your base Intercom plan:
All plans (Essential, Advanced, and Expert)
Fin Performance Report — Available via Fin AI Agent > Analyze. Tracks key real-time metrics:
Resolution rate: The percentage of conversations Fin successfully resolved
Automation rate: The percentage of conversations Fin handled without teammate involvement
Involvement rate: How often Fin is involved in your total conversation volume
12 pre-built report templates — Ready-to-use templates covering Conversations, CSAT, and Effectiveness
Chart customization — Drag, drop, and resize charts, and drill in to explore underlying data
CSV export — Manually export any report data for external analysis or sharing
Advanced and Expert plans
Custom Report Builder — Build bespoke charts and reports from scratch
Reporting Dataset API — Programmatically export data to external tools or data warehouses
Access control — Manage who can view, edit, and share reports in your workspace
Expert plan only
Real-time Dashboard — Monitor live Fin performance data as it happens
Where you'll see Pro paywalls
Area | Paywalled features |
Analyze | Recommendations, Topics Explorer, Trends, Monitors, Custom Scorecards, CX Score charts |
Reports | CX Score reports and chart templates |
FAQs
What is the difference between standard Fin reporting and the Pro add-on?
What is the difference between standard Fin reporting and the Pro add-on?
All Fin customers get baseline performance reporting to monitor your AI agent's efficiency out of the box. Pro is an optional add-on that unlocks deeper, AI-powered analysis and automated quality assurance tools to help you get the most out of Fin.
Included in your standard plan: High-level performance metrics, including automation and resolution rates.
Pro: Advanced features like CX Score, Topics Explorer, Trends, Recommendations,Monitors and Custom Scorecards.
Will I lose my historical data if I cancel Pro or my trial ends?
Will I lose my historical data if I cancel Pro or my trial ends?
No, your historical Pro data remains accessible in Reports. However, once Pro is cancelled, pages like CX Score, Topics Explorer, Trends, Recommendations and Monitors will be paywalled and will stop updating with new conversation data.
Does Pro pricing affect my Fin Outcomes billing?
Does Pro pricing affect my Fin Outcomes billing?
No, Pro is a separate add-on and doesn't change how you're charged for Fin Outcomes. Fin Outcomes are billed based on successful resolutions or Procedure Handoffs; Pro is billed based on your total conversation volume.
Why is Pro a paid add-on?
Why is Pro a paid add-on?
Moving to a paid model allows us to continue investing in high-value features like CX Score, Trends, Recommendations, Monitors, Custom Scorecards and Topics Explorer that help you optimize Fin’s Performance and reduce manual QA work.
What happens if I don't purchase it after my free access ends?
What happens if I don't purchase it after my free access ends?
You will lose access to CX Score, Topics Explorer, Trends, Recommendations, Monitor and Custom Scorecards. The free Performance dashboard will remain available, and your existing Fin AI Agent functionality will not be affected.
Note:
If you were using Pro add-on features before March 12, 2026, you’ll continue to have access until May 12, 2026. After that, you’ll need to purchase the Pro add-on to maintain access.
If you joined Intercom from March 12, 2026, you can purchase the Pro add-on with your plan now.
Can I give my whole team access to the Pro add-on?
Can I give my whole team access to the Pro add-on?
Yes your whole team will have access to the Pro add-on as Pro isn’t priced per seat. Pricing is based on conversation volume.
How can I see or manage my Pro add-on billing?
How can I see or manage my Pro add-on billing?
You can manage your Pro add-on billing by going to Settings > Subscription > Billing to view and manage add-ons. If you’re on a contract, contact your account manager.
If I have multiple workspaces, how are my conversations counted?
If I have multiple workspaces, how are my conversations counted?
The Pro add-on tracks conversations across all workspaces on your contract. Your primary workspace uses a billing meter to accumulate the total volume from every workspace, and you will be charged for the combined usage
Do I need to be on a specific Intercom plan (Advanced or Expert) to buy the Pro add-on?
Do I need to be on a specific Intercom plan (Advanced or Expert) to buy the Pro add-on?
No specific Intercom plan is required to purchase the add-on, though customers must be on the latest Intercom pricing model. Note that while the add-on is available to all, certain baseline reporting features (like the Custom Report Builder) still require an Advanced or Expert base plan.
If I don't subscribe to the Pro add-on, can I still use CX Score in my Custom Reports?
If I don't subscribe to the Pro add-on, can I still use CX Score in my Custom Reports?
No, if you do not have an active Pro add-on subscription, you will lose access to the CX Score metric across the platform, including the ability to use it in any custom reports you have built.
How is the tiered pricing calculated for the Pro add-on?
How is the tiered pricing calculated for the Pro add-on?
For the Pro add-on, the pricing is tiered, meaning as your conversation volume increases, you enter higher tiers with lower per-unit prices.
For a customer with 35,000 monthly conversations, the breakdown is:
Base fee: $99 (covers the first 1,000 conversations)
Tier 2: $0.12 per conversation for 1,000–5,000 conversations ($480)
Tier 3: $0.10 per conversation for 5,000–35,000 conversations ($3,000)
Total Monthly Price: $3,579
What if I'm a helpdesk user and I don’t use Fin AI Agent, what do I get if I buy the Pro add-on?
What if I'm a helpdesk user and I don’t use Fin AI Agent, what do I get if I buy the Pro add-on?
You can absolutely use the Pro add-on to upgrade your human-led support. It acts as an AI intelligence layer for your teammates, giving you visibility into all of your conversations. Note: spam conversations are excluded, and emails only count once a teammate (or Fin replies).
CX Score: Replaces low-volume surveys by automatically scoring the sentiment of every eligible teammate conversation (requires 2+ teammate and 2+ user replies).
Topics Explorer: No more manual tagging. AI automatically groups your human-led conversations into themes so you can see what’s driving your volume.
Monitors: Set automated QA rules to flag high-risk human conversations.
Recommendations: Identifies which questions your team is answering repeatedly and suggests exactly what to automate next to save human time.
Trends: Identify sudden spikes or shifts in conversation topics in real-time so you can react to emerging issues before they escalate.
Do I need to use the Fin AI Agent to benefit from Pro add-on?
Do I need to use the Fin AI Agent to benefit from Pro add-on?
No, while the Pro add-on is a perfect companion for Fin, it is designed to be a powerful Intelligence and QA layer for your human support team. Even if all of your conversations are handled by teammates, the Pro add-on uses AI to analyze those interactions, giving you the same level of deep insight that you would get for an AI Agent.
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