Finvs
SupportmanAn independent check on Fin's own outcomes.
Intercom renamed itself Fin on 12 May 2026. Salesforce completed its acquisition of Fin on 10 September 2026.
Fin (formerly Intercom) grades its own homework. Its Pro add-on (from $99/mo) unlocks CX Score, which rates every conversation 1–5 with no customer survey, plus Custom Scorecards and Monitors that can grade human teammates as well as Fin. That is still the vendor grading its own AI agent, and its usage-based billing counts an "outcome" whenever the customer simply doesn’t ask for more help, whether or not the underlying problem actually went away. Now that Fin is part of Salesforce (the acquisition closed 10 September 2026), it sits inside a platform with even more reason to report a clean resolution number.
Supportman runs alongside Fin, not instead of it. It scores every closed Intercom conversation, human or Fin-handled, against your own rubric (IQS), and is building Problem Episodes: a persistent record of one customer's one problem, tracked across conversations, so a "closed" thread that reopens or a promise nobody kept doesn't disappear into Fin's own reporting.
Free trial · No credit card · Connects to Intercom & Slack in under 2 minutes · Visit Fin ↗
Fin reports its own outcomes. Someone else should check them.
With Fin
- CX Score is Fin’s own 1–5 rating, generated with no customer survey
- An "outcome" (the billing unit) counts when the customer simply doesn’t ask again, not when the problem is confirmed fixed
- CX Score, Custom Scorecards and Monitors all sit behind the Pro add-on (from $99/mo), on top of seats and outcomes
- Topics Explorer and Trends group issues across customers, not one customer’s conversations into a single tracked problem
- Now owned by Salesforce, whose incentives around clean resolution metrics and Agentforce cross-sell don’t obviously align with catching its own bad outcomes
With Supportman
- Scores every closed conversation against a rubric you control, not Fin’s own scale
- CSAT & DSAT ratings pushed to Slack in real time, whether a human or Fin answered
- Independent of the platform whose resolution numbers it’s checking
- Building Problem Episodes: closed ≠ resolved, tracked per customer across conversations
- Published per-user pricing from $5/user/mo, live in under two minutes
Fin vs Supportman pricing, side by side.
Fin bills per seat (third-party-reported at roughly $29–$132/mo depending on tier) plus $0.99 per Fin "outcome," with a 50-outcome monthly minimum. CX Score, Custom Scorecards and Monitors require the Pro add-on (from $99/mo) on top of that. Supportman is a single published per-user price with no outcome billing and no add-on tier to unlock scoring.
Fin
Seats + $0.99 / outcome
- Model
- Seats ~$29–$132/mo (third-party-reported) + $0.99 per outcome, 50/mo minimum; scoring needs the Pro add-on (from $99/mo)
- Getting started
- Self-serve signup; Pro add-on and higher tiers are sales-assisted
Supportman
$5–$15 / user / mo
- Model
- Per-user tiers, published (min $25/mo)
- Getting started
- Free trial, no credit card
Fin vs Supportman, feature by feature.
Every Supportman dashboard and Slack feature, next to what Fin (formerly Intercom) documents publicly. Beta and in-build features are labelled as such; where we couldn't find public documentation, we say so rather than guess.
- Yes
- Partial
- Beta
- In build
- Add-on
- No
- Not documented
| Feature | Fin | Supportman |
|---|---|---|
| Key differences | ||
| Pricing model | Seats + per-outcome billing ($0.99, 50/mo minimum) | Per-user tiers, published |
| Resolution scoring | CX Score, Custom Scorecards & Monitors (Fin and humans), Pro add-on | IQS on every closed conversation, your rubric |
| Tracks whether a closed problem came back | No persistent per-customer problem object documented | Building: Problem Episodes link conversations & flag recurrence |
| Promise / commitment tracking | Not documented | Building: flags promises past their deadline |
| Who scores Fin's own answers | Scores itself | Independent, third-party rubric |
| Cross-customer topic insights | Topics Explorer and Trends, across all customers | Not the focus |
| Time to first value | Self-serve for seats; Pro add-on and outcome billing add complexity | <2 minutes, self-serve |
| Real-time Slack loop | ||
| CSAT ratings posted to Slack in real time | PartialBuild it with a Notify Slack workflow | YesEvery rating, the moment it lands |
| Dedicated channel for bad ratings | PartialWorkflow to a channel you choose | YesPro |
| Filter alerts by star rating or remark | PartialWorkflow conditions | YesBy star rating, or only when a remark is left |
| Send a conversation to Slack from the inbox | PartialWorkflow-driven Slack notifications | YesIntercom inbox app, to a channel or DM |
| Conversation reminders | PartialSnooze reopens a conversation | YesSet from the Intercom inbox |
| AI quality scoring | ||
| AI quality score on every closed conversation | Add-onCX Score & AI scorecards, Pro add-on | YesIQS, 0–100 |
| Per-criterion rubric breakdown | Add-onCustom Scorecards, Pro add-on | YesRubric chart on every scored conversation |
| Predicted CSAT for unrated conversations | Add-onCX Score, survey-free 1–5, Pro add-on | YesCovers the ~90% customers never rate |
| Scores AI-agent and human conversations alike | Add-onMonitors cover Fin and teammates | YesFin and humans, same rubric |
| Manual review scorecards & calibration | Add-onMonitors review queue, Pro add-on | NoNot the focus |
| Coaching workflows | Add-onReview queue flags for coaching | PartialPer-agent reports & quality ranking |
| Dashboard & insights | ||
| Team quality dashboard | YesNative reporting | YesRated, positive, IQS, needs review |
| Bad-rating review queue | Add-onMonitors review queue | Yes1★ and 2★ conversations |
| Quality trends & predicted-vs-actual CSAT | Add-onTrends: volume, resolution, CX Score | YesIQS trend, bad rate, model bias |
| Topic spikes & drift | Add-onTopics Explorer & incident detection | BetaSpiking / drifting / cooling, from Intercom Topics |
| Account health drift | Not documented | Beta28-day drift per account |
| Daily work queue (unanswered, unhappy, handed off) | YesInbox views | BetaToday view |
| Conversation explorer with rating & score filters | YesInbox & reporting filters | YesDate, rating, remark, AI score |
| Per-agent quality ranking | PartialTeammate reports; reviews received | YesRates that survive a thin week |
| Cross-customer voice-of-customer analytics | Add-onTopics across all customers | PartialTopic trends only |
| Fin & AI agents | ||
| Fin vs human quality comparison | YesNative Fin vs teammate reporting | YesBad-rating rate, Fin vs human-only |
| Fin conversation audit | Add-onMonitors, Pro add-on | Beta |
| Independent of the AI agent it measures | NoScores its own AI agent | Yes |
| Answers customers (AI agent) | YesFin AI Agent | NoMeasures, doesn’t answer |
| Reporting & workflow | ||
| Weekly team report in Slack | Not documented | YesFriday, before standup |
| Per-agent weekly reports by DM | Not documented | YesIncludes predicted CSAT & IQS |
| Approvals for refunds & exceptions in Slack | Not documented | BetaRequested in Intercom, decided in Slack |
| Manager notes on conversations | YesInternal notes | Beta |
| Closed doesn’t mean resolved | ||
| Tracks one customer’s problem across conversations | NoNone documented | In buildProblem Episodes |
| Alerts when a promise to a customer is missed | Not documented | In build |
| Platform, pricing & setup | ||
| Intercom integration | YesIt is the platform | YesNative, connects in 2 minutes |
| Zendesk, Freshdesk & others | YesFin runs on Zendesk, Salesforce & more | NoIntercom only today |
| Voice / call coverage | YesFin Voice, sales-quoted | No |
| Published pricing | YesFrom $29 / seat / mo + $0.99 / outcome | Yes$5–$15 / user / mo |
| Self-serve free trial | Yes14 days, no credit card | YesNo credit card |
| Time to first value | YesSelf-serve; Pro add-on adds setup | YesUnder 2 minutes |
Fin details come from its public website, docs and pricing pages, checked September 2026. Fin website ↗
When Fin is the better pick.
Fin is a genuinely fast-shipping AI support agent, and if you want it to also grade its own conversations, the Pro add-on's CX Score, Custom Scorecards and Monitors (which cover human teammates too), Topics Explorer and Trends are useful, and Intercom workflows can even post a Slack alert on negative CSAT, especially now that Salesforce's engineering and Agentforce integration sit behind it. What Fin doesn't do is check its own math from the outside: when it grades Fin's answers, it is the vendor scoring its own AI agent, and an "outcome" only requires the customer not to ask again. Supportman is built to run alongside Fin as that independent check, on every conversation Fin or a human closes.
Fin vs Supportman, answered.
Is Fin the same company as Intercom?
Yes. Intercom renamed itself Fin on 12 May 2026. Salesforce signed a deal to acquire Fin on 15 June 2026 and completed the acquisition on 10 September 2026; Fin now operates inside Salesforce AI Labs and continues serving its 30,000+ customers.
Does Supportman replace Fin?
No. Fin is an AI agent that answers conversations. Supportman is an Intercom-native layer that scores whatever answered a conversation, human agent or Fin, against your own rubric, and alerts your team in Slack when a rating or a quality score needs attention.
What's the difference between Fin's CX Score and Supportman's IQS?
CX Score is Fin's own AI rating (1–5, no survey), gated behind the Pro add-on (from $99/mo) along with Custom Scorecards and Monitors, which can also grade human teammates. The catch is independence: it is Fin's vendor scoring Fin's own AI agent. IQS is Supportman's quality score (0–100), graded against a rubric you control, on every closed conversation regardless of who answered it.
Does Fin's outcome billing mean the problem was actually solved?
Not necessarily. Fin counts an outcome when the customer confirms resolution, doesn’t ask for more help, or Fin completes a workflow, capped at one outcome per conversation. A customer who simply gives up also produces a billable outcome. Supportman’s Problem Episodes (in build now) are designed to catch that gap by tracking what happens after the conversation closes.
Is Supportman building anything like Fin's Topics Explorer?
No, and that's deliberate. Topics Explorer and Trends group similar issues across all your customers. Supportman's Problem Episodes track one customer's one specific problem across their own conversations, a different unit of analysis aimed at a different question.
How much does Supportman cost on top of Fin?
Supportman is priced separately and independently: $5 per user per month for the Slack loop, $15 per user with AI evaluations, with a free trial and no credit card. There’s no outcome billing or add-on tier to unlock scoring.
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