All plans include access to Fin AI Agent. An outcome is counted when Fin successfully delivers value. We'll go into what this means and how it's measured below.
Outcome pricing
You're only charged for one outcome per conversation, even if Fin takes multiple actions.
Price per outcome | Type of outcome | Definition of outcome |
$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. |
Note: The pricing above applies to Fin over chat and email when used with the Intercom Helpdesk. For Fin Voice, high-volume pricing, or specialized needs, contact 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 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).
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.
Note:
An outcome 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.
For sales, this includes product discovery questions, where the prospect is asking about pricing or plan information, for example.
Procedure handoff definition
A Procedure handoff is a type of outcome where Fin successfully executes a Procedure that you've configured to end in a handoff to a human or a workflow.
You'll only be charged once per conversation, even if Fin resolves multiple questions or runs multiple Procedures.
Disqualification definition
A disqualification can happen only when you've configured Fin for sales and it determines that a prospect doesn't match your qualification criteria and disqualifies them accordingly.
Qualification definition
A qualification can happen only when you've configured Fin for sales and it matches a prospect to the qualification criteria you defined and routes them accordingly.
A qualification is counted when:
Fin matches a prospect to the qualification conditions you’ve defined, and
Routes them accordingly.
These qualification conditions are set up within your routing outcomes, such as:
Book a call with your sales team.
Start a trial.
Route to self-serve onboarding.
Note: Default outcomes like Escalate to Support and Disqualified do not fall under this metric.
Outcomes billing
This is how you will be charged for outcomes:
Unit price: You will continue to be charged per conversation for outcomes that are either:
a resolution
a Procedure handoff
a disqualification
a qualification
Charged once per conversation: You will only be charged at most once per conversation, regardless of how many questions the customer asks or how many Procedures Fin runs in that conversation. For example, if a customer asks multiple questions or Fin performs several steps, and Fin resolves the issue (or completes a handoff) by the end of the conversation, it’s still just one outcome charge.
Resolution rate metric: Fin’s Resolution Rate (the percentage of conversations that Fin resolves without human involvement) is unaffected by this change.
No charge for unsuccessful attempts: You will never be charged for an outcome that didn’t happen. If a customer explicitly asks to speak with a human agent at any point, or if a Fin Procedure fails to complete for any reason, it does not count as an outcome and you are not billed for it. We only count outcomes (and charge for them) when Fin actually delivers a successful result. This means you’re never paying for Fin’s “attempts” – only for the outcomes you get.
How billable outcomes are determined
To understand what you will be charged for it helps to look at what caused the conversation to be passed over to a teammate:
A Procedure handoff occurs when a conversation is passed to a teammate because Fin followed a Procedure's configured instructions or guidance to hand off to a team, teammate or workflow. This is a billable outcome.
An escalation occurs when Fin hands off based on default behavior or workspace rules, such as:
Fin's default behavior triggers an escalation: if a customer asks for a human or shows frustration, Fin escalates based on its default logic. You are not billed for these escalations.
Fin follows workspace-level escalation rules: When Fin escalates based on global instructions set at workspace level (under Train > Escalation) you are not billed for these escalations.
The table below outlines common conversation scenarios with Fin and whether they are billed as Fin outcomes:
Scenario | Status | Billed |
Fin gives an AI answer and no further help is requested. | Resolution | Yes |
Fin handoffs to a human because of instructions you added in Procedure-specific guidance. | Procedure Handoff | Yes |
Fin uses a configured @handoff to a workflow. | Procedure Handoff | Yes |
Fin uses a configured @handoff to a team or teammate. | Procedure Handoff | Yes |
Fin matches a prospect to the qualification criteria you defined and routes them to a team or teammate. | Qualification | Yes |
Fin determines that a prospect doesn't match your qualification criteria. | Disqualification | Yes |
Fin qualifies a lead and escalates it to a support team or teammate. | Qualification | Yes |
Fin escalates due to workspace level guidance or escalation rules. | Escalated
| No |
Procedure Failure: A technical error or logic issue prevents a Procedure from finishing. | Escalated
| No |
Standard workflow: Fin will hand over if it's unable to resolve the customer's question, a customer asks for human support, or an escalation rule or guidance applies. | Escalated
| No |
Fin determines a conversation is spam and routes it to the Spam view in your Inbox. | Spam | No |
Fin sends an outbound message and the customer clicks/opens it but does not respond. | Pending | No |
Fin did not give an AI Answer or has not qualified the customer and the customer abandons the conversation. | Abandoned | No |
Tip:
Learn how to manage your Fin AI Agent usage by setting reminders and hard limits.
For details on how Fin's escalation logic works, see Manage Fin AI Agent's escalation guidance and rules.
FAQs
Can there be multiple outcomes in a conversation?
You're only charged for one outcome per conversation, even if Fin takes multiple actions.
What happens if a teammate joins the conversation?
When a teammate joins a conversation where Fin is involved:
If the customer has already received an answer from Fin and they haven't explicitly asked to get additional 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 additional help or speak to a person, the conversation is considered 'unresolved' and you would not be charged for this.
Note: With Conversational Fin, Fin can follow up with a customer after they have been inactive for 4 minutes. This follow up message isn't considered an answer, and doesn't affect whether the conversation is considered resolved or not.
How do I turn Fin 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 outcomes.
Are Custom Answers billed as outcomes?
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 outcomes.
Can I start a free trial of Fin AI Agent?
Yes, new customers can start a 14-day free trial of Fin AI Agent from your workspace. When transitioning from a free trial to a paid plan, you must add a payment method to continue usage. Failure to do so may result in your service being paused.
If a customer is frustrated with Fin's answer and just leaves, is that billed?
A customer leaving after receiving Fin's answer without requesting further help is counted as an Assumed Resolution and will be charged. However, if Fin detects frustration and escalates to a human agent, that escalation is not billed, Fin's default behavior triggers a non-billable escalation when frustration is detected.
To reduce the chance of frustrated customers causing an Assumed Resolution, consider configuring escalation rules so Fin proactively hands off when frustration is detected. See Manage Fin AI Agent's escalation guidance and rules for details.
Need more help? Get support from our Community Forum
Find answers and get help from Intercom Support and Community Experts