Intercom Fin

What Intercom Fin actually meters

Fin meters an outcome, and Intercom defines two kinds. A Resolution counts when the customer confirms Fin fixed the issue, or when they don't ask for more help after Fin answers. A Procedure handoff counts when Fin runs a Procedure you configured to end by passing the conversation to a human or a workflow.

The assumed resolution deserves attention. Silence bills. If a customer reads Fin's answer and doesn't come back within 24 hours, that registers as an outcome and costs $0.99, whether they got what they needed or gave up and went elsewhere. Reopen the conversation later and Intercom deducts the outcome, but the default assumption is one a buyer should test against their own data first.

The second kind is newer and wider. Counting a Procedure handoff as an outcome means Fin bills for finishing a workflow whose final step hands the conversation to a human, so "outcome" now covers work performed, not only questions deflected. The boundary holds where it matters: an escalation Fin triggers on its own default logic or a workspace rule isn't billed, and neither is a Procedure that fails.

Billing is capped at one outcome per conversation regardless of how many questions Fin answers inside it, which is the mechanic that keeps the model honest. A long conversation costs the same $0.99 as a short one.

How credits work

Fin itself does not run on credits. The Operator add-on does.

The Pro add-on includes 2,000 Operator credits a month. By default Operator stops when the workspace hits that ceiling, and overages do not apply automatically. You have to opt in to pay-as-you-go, after which usage past the included allowance costs $0.01 per credit.

That default is unusual and worth noting. Most vendors default to charging and make blocking the opt-in. Intercom defaults to stopping and makes charging the opt-in, which puts the spending decision with the customer rather than the invoice.

What happens when you hit the limit

Fin hands over to humans rather than failing. You can set a hard limit on outcomes for the billing period, and once it is reached Fin switches off: new conversations jump straight to your configured handover steps, and conversations already in progress hand over the next time the customer responds. Changes take effect within the hour.

Alerts are separate and notify billing contacts by email at 50%, 80% and 100% of a threshold you choose, without stopping Fin.

One constraint matters commercially. You cannot set a hard limit below your contracted amount. If your subscription includes 50 outcomes and you cap at 30, you are still billed for 50. The limit controls exposure above your commitment, not the commitment itself.