Intercom is now Fin. What changes for your support team.
Intercom renamed itself Fin in May 2026, and Salesforce completed its acquisition of Fin on 10 September 2026. For a support team the inbox is the same; what matters is the name on your invoice and how that invoice counts a resolution.
This page covers the rename, the deal, how Fin bills today, and where an independent check like Supportman fits.
The rename and the deal, side by side.
| Area | Before | Now |
|---|---|---|
| Company name | Intercom | Fin (renamed May 2026) |
| Owner | Independent | Salesforce (signed June 2026, completed 10 September 2026) |
| The inbox your team uses | Intercom inbox | Still the Intercom inbox |
| AI agent billing | $0.99 per resolution | $0.99 per resolution (confirmed or assumed) and per procedure handoff |
| Help docs | intercom.com/help | Both intercom.com/help and fin.ai/help, which do not always agree |
| Fin’s own QA | — | Analyze bundle (Insights, Monitors, Recommendations); Fin grading Fin |
Salesforce signed the deal in June 2026 (it is disclosed in Salesforce’s quarterly filing), reported at about $3.6 billion by Wachtell, Lipton, Rosen & Katz, which advised on it. Salesforce announced the acquisition was complete on 10 September 2026. The $3.6 billion figure is the reported signing value, not a disclosed closing price.
In practice, the change most teams notice is in the docs. Some Fin articles now live on fin.ai, some still on intercom.com, and on at least one billing detail they say different things (below). When you read a Fin number, check which article it came from and when it was updated.
A resolution is billed whether or not the customer confirmed it.
Per Fin’s pricing article, Fin bills $0.99 for each resolution and for each procedure handoff. A resolution is either confirmed (the customer said it was solved) or assumed (the customer went quiet after Fin’s answer). Both are billed at the same price.
Not billed: escalations to a human, failed Procedures, and conversations that auto-close after Fin asked a clarifying question.
The assumed-resolution window is disputed. Fin’s pricing article describes 24 hours of silence. An older Intercom reporting article says 3 minutes. We don’t know which applies to every workspace, so ask your account team and get the answer in writing.
Comebacks are only partly covered. A customer who returns to the same conversation gets the resolution deducted. A customer who opens a new conversation about the same problem is not documented as deducting the earlier charge.
Fin’s public benchmarks count a conversation with no follow-up as resolved, so a published resolution rate includes assumed resolutions. Compare like with like.
Work out your own split
The Fin invoice estimator takes billed resolutions, procedure handoffs and your assumed share, and returns the cost per confirmed resolution. It runs in your browser. It is arithmetic, not a finding that anything was billed wrongly.
Open the estimatorFin grades Fin. A second opinion lives in Slack.
Fin sells its own analysis: Analyze bundles Insights, Monitors and Recommendations. It is useful, and it is the vendor grading its own AI agent, now owned by Salesforce. If Fin’s numbers drive your budget, it is worth having a check that isn’t.
Supportman is that check. Live today: every Intercom CSAT rating posted to Slack as it lands, bad ratings routed to their own channel, an AI quality score on every closed conversation against your rubric, and the bad-rating rate for Fin-handled conversations next to human-only ones. It connects to your Intercom workspace the same way it always has.
What isn’t live yet: a self-serve Fin audit. You can sign up now and we’ll tell you when it’s ready.
The Fin audit isn’t live yet. Signing up gets you Supportman today (CSAT alerts in Slack, AI scoring on every closed conversation), and we’ll tell you when the audit is ready for your workspace.
Is Intercom now called Fin?
Yes. Intercom renamed the company Fin in May 2026, after its AI agent. Salesforce agreed to acquire Fin in June 2026 and announced on 10 September 2026 that the acquisition was complete. The inbox your team works in is still the Intercom inbox.
Did Fin pricing change because of the Salesforce acquisition?
Not that we have found. Fin’s pricing article still lists $0.99 per resolution and per procedure handoff. Check your own contract and invoice; this page is not a statement about any customer’s terms.
What does Fin bill for?
A resolution, whether the customer confirmed it or Fin assumed it after the customer went quiet, and a procedure handoff. Escalations, failed Procedures, and auto-closes after Fin asked a clarifying question are not billed.
How long does a customer have to be silent before Fin assumes a resolution?
Intercom’s sources disagree. Fin’s pricing article describes 24 hours; an older Intercom reporting article says 3 minutes. Ask your account team which applies to your workspace.
If a customer comes back, is the resolution refunded?
If they return to the same conversation, Fin deducts the resolution. If they start a new conversation about the same problem, Fin’s documentation does not say the first charge is deducted.
Does Supportman still work with Intercom?
Yes. Supportman connects to your Intercom workspace and Slack, posts CSAT ratings to Slack as they land, and scores every closed conversation, whether a human or Fin answered it.