All plans include access to Fin AI Agent. Whenever Fin provides a satisfactory answer, this is considered a resolution. We’ll go into what this means and how it’s measured below.
Price per resolution
Fin AI Agent is priced at $0.99 per resolution (United States Dollars).
This ensures that you only pay when Fin achieves the outcome you and your customers care about most – resolved conversations.
For high-volume pricing or specialized needs, please talk to Sales.
Fin is available on every plan, but you won't be billed for Fin if you’re not using it. You can also set usage reminders and hard limits to ensure you’re happy with how many resolutions Fin is able to provide.
Resolution definition
A resolution 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).
Customers can confirm a resolution by:
Entering an affirmative response such as 'Ok thanks', 'That helped' etc.
Customers can request further assistance by:
Entering a response that indicates their issue is not resolved, such as follow-up questions or requests to speak with a person.
You'll only be charged once per conversation, even if Fin resolves multiple questions.
Note:
A resolution is only counted when Fin provides an actual answer to a
customer's query. If Fin merely responds to a greeting, this is not considered an answer and doesn't count towards a resolution.
If a conversation is considered resolved (confirmed or assumed), but the customer later returns to the same conversation seeking further assistance—even across billing periods—that resolution will be deducted and not charged.
Billing for resolutions
Fin resolutions are billed on your usual billing date. We count a resolution when a conversation reaches either a 'assumed resolution' or 'confirmed resolution' state.
We include all conversations that start at any point during your billing period—from the very first day to the very last. So your billing aligns with your actual usage during the period, with resolution figures on your Subscription page and invoice updated within minutes of Intercom reporting.
Learn how to manage your Fin AI Agent usage by setting reminders and hard limits.
FAQs
Can there be multiple resolutions in a conversation?
You will only be charged for one resolution per conversation during a billing period, even if Fin AI Agent resolves multiple queries in that conversation.
What happens if a teammate joins the conversation?
When a teammate joins a conversation where Fin AI Agent is involved:
If the customer has already received an answer from Fin and they haven't explicitly asked to 'Get more help' or speak to a person, the conversation is considered 'resolved' and you would be charged for this.
If the customer has asked to 'Get more help' or speak to a person, the conversation is considered 'unresolved' and you would not be charged for this.
How do I turn Fin AI Agent off?
To turn Fin off and avoid any charges, simply remove Fin from any live Workflows or pause Fin in the Simple deploy section where Fin was set live. This will stop Fin from replying to your customers and resulting in resolutions.
Are Custom Answers billed as Resolutions?
This depends on your current subscription. If you are on one of our current pricing plans, Custom Answers and AI Answers are both billed as resolutions.
Need more help? Get support from our Community Forum
Find answers and get help from Intercom Support and Community Experts