Fin AI features, pricing and GDPR (October 2026)

Fin is an AI customer agent from the company formerly known as Intercom, owned by Salesforce since September 2026; it resolves customer requests across chat, email and voice and can run on Intercom's own helpdesk or on third-party systems.

The company, founded as Intercom in 2011, rebuilt its product around AI, renamed itself Fin in 2026 and has been owned by Salesforce since September 10, 2026. Fin runs on the company's own Apex models and is sold per resolved outcome, either with the Intercom helpdesk seats or standalone on helpdesks such as Salesforce, HubSpot or Freshdesk. It is headquartered in San Francisco with offices including London, Dublin, Sydney and Berlin, and reports more than 30,000 companies using Fin. Data can be hosted in the US, the EU or Australia.

• Resolves customer requestsFin answers and resolves customer questions across chat, email, Slack and social channels in dozens of languages, including refunds, account updates and troubleshooting through connected workflows. Support teams handle fewer routine tickets.
• Handles phone callsOn voice, Fin uses the Apex Flash model for low-latency spoken conversations. Phone queues can be handled outside business hours as well.
• Automates back-office tasksFin Operator automates customer operations work behind the conversation, such as processing steps in business systems. Fewer cases wait for manual follow-up.
• Works with existing helpdesksFin can be connected to helpdesks such as Salesforce, HubSpot or Freshdesk without buying Intercom seats. Service teams add automation without switching ticketing systems.

• Outcome-based pricing at $0.99 per resolution, and the agent can be bought standalone for other helpdesks.
• Data residency in the US, EU or Australia; the security page lists ISO/IEC 42001 next to ISO/IEC 27001, ISO/IEC 27701 and SOC 2 Type II.

Fin, called Intercom until 2026, names San Francisco as its headquarters, with further offices in London, Chicago, Dublin, Sydney and Berlin.

Outcome pricing makes costs rise with volume, so model expected resolutions and the monthly minimum for standalone use. Choose EU data residency if you serve European customers, and review the DPA and sub-processors in the trust center. SSO requires the Expert plan.

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