What Fin actually costs per resolved conversation.
Fin charges per resolution, but not every "resolution" is durable. Enter your numbers to see the true cost per conversation closed for good. Have an invoice already? Estimate cost per confirmed resolution.
Intercom publishes ~42–50% for typical teams
Returning to the same conversation deducts the charge; a new conversation isn't documented to
Intercom standard: $0.99/outcome
True cost per durable resolution
$5.60
Fin headline: $0.99, but 12% reopen, so real cost is higher
Deflection breakdown
- Raw Fin resolutions
- 450/mo
- Reopened (charged again to agents)
- 54/mo
- Durable deflections
- 396/mo (40%)
Monthly cost breakdown
- Fin cost
- $445.50
- Agent cost (human conversations + reopens)
- $1,771.73
- Total with Fin
- $2,217.23
- Without Fin (baseline)
- $2,933.33
- Monthly saving
- $716.10
Human vs Fin breakeven
Agent cost per conversation: $2.93 vs Fin price: $0.99
Fin is cheaper per conversation than a human agent at these inputs.
What did each confirmed resolution cost?
Fin (formerly Intercom) bills the same price for a resolution the customer confirmed and one it assumed because the customer went quiet, and it bills procedure handoffs too. Copy three numbers off your invoice or Fin reporting to see what you paid per resolution a customer actually confirmed. Runs in your browser; nothing is sent anywhere.
Confirmed + assumed
Billed per handoff; not a resolution
The rest are confirmed. Use your own split from Fin reporting; the default is a placeholder, not a benchmark.
List price: $0.99
Cost per confirmed resolution
$2.66
Whole invoice ÷ 800 confirmed resolutions.
Where the invoice went
- Confirmed resolutions (800)
- $792.00
- Assumed resolutions (1,200)
- $1,188.00
- Procedure handoffs (150)
- $148.50
- Invoice total (estimate)
- $2,128.50
56% of this invoice paid for resolutions no customer confirmed. That is not the same as being overcharged: an assumed resolution can still be a real one.
What Fin bills, and what it doesn’t
Billed: confirmed resolutions, assumed resolutions and procedure handoffs. Not billed: escalations to a human, failed Procedures, and conversations that auto-close after Fin asked a clarifying question. Source: Fin pricing: outcomes.
How long is “assumed”? Intercom’s own docs disagree
Fin’s pricing article describes an assumed resolution after 24 hours of silence; an older Intercom reporting article says 3 minutes. Ask your account team which applies to your workspace. This estimator doesn’t depend on the window.
When a customer comes back
If the customer returns to the same conversation, Fin deducts that resolution. If they open a new conversation about the same problem, the docs don’t say the first charge is deducted. More in Fin reopened conversations.
This is arithmetic, not an audit
It can’t tell you whether any assumed resolution was wrong, and it isn’t grounds for a refund. To see what each state means, read Fin resolution states. For what changed when Intercom became Fin, see Intercom is now Fin.
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.
Deflection ≠ durable resolution
Fin gets credit (and you get charged) when a customer stops replying, but some of those conversations reopen. True deflection is the rate that never comes back.
Comebacks add cost on both sides
A customer who returns to the same conversation gets the resolution deducted. One who opens a new conversation about the same problem isn't documented to, so you may have paid Fin's $0.99 and now an agent handles it too.
Agent cost doesn't disappear
The remaining conversations, reopened Fin conversations included, still go to your agents. Total cost is Fin fees + remaining agent cost, not Fin fees alone.
Breakeven depends on your handle time
At $0.99/resolution, Fin is only cheaper than a human agent if your average handle time × hourly rate exceeds $0.99. Faster agents on simpler tickets may find the math doesn't favour Fin.
Exclude Fin conversations from your CSAT score.
Supportman can filter Fin-resolved conversations out of your team CSAT, weekly reports and AI scoring, so your score reflects human performance only. From $25/mo.