Fin

What it does

Fin is an AI agent for customer service. It answers customers’ questions in your website chat, by email and on other channels, using your help articles, documents and policies, and passes the conversation to a person when it can’t help or the customer asks. Its maker was called Intercom until May 2026, when it took Fin’s name, and Salesforce bought it in September 2026.

You can use it with Intercom, the same company’s help desk, or add it to another one, such as Zendesk or Salesforce. It suits businesses with a steady flow of repeat questions and good written help content.

Why use it

• It answers common questions at any hour, in many languages.
• It works from the help articles, documents and web pages you give it.
• It hands over to a person when it can’t help.
• It works with Intercom or with the help desk you already use.

How it works

1. Start a free trial and connect Fin to Intercom or your current help desk.
2. Add your help articles, policies and website pages as sources.
3. Test it with real customer questions and fill any gaps in your content.
4. Set rules for when it should hand over to a person.
5. Switch it on for one channel first, then review its answers each week.

How hard is it to use?

Intermediate Some set-up, or a little practice, to get good results.

Turning it on is quick, but good results depend on clear help content, testing and handover rules, which is why we rate it Intermediate.

What it costs

Paid per resolution; free trial. You pay a fee each time Fin resolves a conversation, on top of a per-seat Intercom plan if you use Intercom’s help desk. There is a 14-day free trial.

Prices change often, so check Fin’s own site before you pay.

Watch out for

• Per-resolution fees rise with your volume, so set a budget and watch usage.
• It is only as accurate as your help content, so out-of-date articles lead to wrong answers.
• Tell customers they are talking to AI, and make it easy to reach a person.
• Salesforce bought Fin in September 2026, so check its prices and terms before you sign up.

Your data

Check Fin’s trust pages for where data is hosted, how conversations are used to improve Fin and which AI providers process them.

We haven’t confirmed that Fin can keep your data in the UK, so check where it keeps your data before you share anything private or about other people.