# Fin AI agent for customer service that handles conversations across channels, takes actions in other systems and hands over to people. Canonical profile: https://ki-agentenkompass.de/en/agents/fin/ Editor: [Michael Meierhoff](https://ki-agentenkompass.de/en/about/) Sources reviewed: 2026-11-05 Basis: provider documentation. Examples are editorial suggestions, not hands-on product tests. ## Overview Fin is a proprietary product from Intercom and works with Intercom or, according to the pricing page, with an existing helpdesk. - Provider: Intercom - Product family: Fin - Profile type: AI agent for customer service - Environment: Hosted; channels according to the provider include Messenger, email, WhatsApp, SMS, Facebook, Instagram, Slack and voice - Connections: API, Data Connectors and MCP; Intercom, Salesforce, Zendesk, HubSpot, Freshdesk and other helpdesks - Setup: Start a free trial without a credit card, then set up knowledge sources, Procedures and channels. - Pricing model: Billed per outcome at $0.99 per outcome; with Intercom, plus $19 per helpdesk seat per month. 14-day free trial. ## Key features ### Procedures with approval step The Loop in teammate / agent step pauses a Procedure until a team member acts or a timeout is reached, for example for refund approvals. The teammate’s answers can feed later steps. Source: https://www.intercom.com/help/en/articles/14468561-human-in-the-loop-approvals-for-fin-procedures ### Simulations Simulations run a Procedure through full test conversations without calling external systems. Each workspace gets a monthly allowance of runs. Source: https://www.intercom.com/help/en/articles/12599517-run-simulations-for-fin-procedures ### Operator and Routines Operator runs saved tasks (Routines) on a schedule or on events and asks when a decision is needed. According to the page, Routines come with the Pro add-on. Source: https://www.intercom.com/help/en/articles/16944317-how-to-use-routines-in-operator ### Fin Memory Fin can reuse context from earlier conversations with a contact: recent messages, summaries and facts. The feature is on by default and applies to Fin for Service only. Source: https://www.intercom.com/help/en/articles/16001516-fin-memory ### Connections to other systems According to the home page Fin connects via API, Data Connectors or MCP and reads and writes in third-party systems, for example for account changes or refunds. Source: https://fin.ai ### Many channels The FAQ names Messenger (web, iOS, Android), email, WhatsApp, SMS, Facebook and Instagram. Channels connected through third-party integrations may get limited troubleshooting. Source: https://www.intercom.com/help/en/articles/7837535-fin-ai-agent-faqs ### Several model providers and checks According to the page Fin uses models from OpenAI, Anthropic, Google and Intercom and switches automatically. A final validation pass runs before the answer; when confidence is low, Fin hands over to a human. Source: https://fin.ai/trust-reliability ## Example workflows ### Refund with approval - Your input: A Procedure with an order lookup and an approval step for refunds. - Possible result: Fin collects the details and waits for a team member's approval before continuing. - What to check: Set the timeout and handover target and test the Procedure in simulations beforehand. ### Weekly review with Operator - Your input: A Routine in Operator that runs on a schedule. - Possible result: Operator returns the results in your Operator conversation and asks when a decision is needed. - What to check: Have changes returned as proposals and check them before they are applied. ## Requirements and limits ### Fin Memory for Service and two channels only Requirement: Fin Memory exists only for Fin for Service, not for Sales or Ecommerce, and only in Messenger and email. Source: https://www.intercom.com/help/en/articles/16001516-fin-memory ### Memories cannot be viewed Limitation: According to the page customers cannot view or edit their Fin Memory entries and teammates cannot view them. The page names no manual delete option; the feature can be turned off in settings. Source: https://www.intercom.com/help/en/articles/16001516-fin-memory ### Routines are personal Limitation: According to the help page Routines belong to the team member who created them; sharing is not yet supported. They are part of Operator on the Pro add-on. Source: https://www.intercom.com/help/en/articles/16944317-how-to-use-routines-in-operator ### Regions and workspaces Limitation: According to the help article regional hosting is limited to new workspaces on the Advanced and Expert plans. Existing workspace data cannot be migrated directly between regions: you create a new workspace and transfer data and settings manually. Conversation history cannot be moved, only exported for record-keeping. Source: https://www.intercom.com/help/en/articles/6124430-regional-data-hosting ### Data use for fine-tuning Not yet confirmed: The security page says Fin trains only on the customer's knowledge and Procedures; the FAQ and trust page also mention anonymised customer data for fine-tuning with an opt-out. The pages do not match in wording. Source: https://www.intercom.com/security ## A good fit if … - you want to automate customer requests in chat, email and other channels and can set handovers to people - Fin should take actions in other systems with an approval step - you want to pay per outcome and try it free for 14 days first ## Less suitable if … - you need an open-source or self-run system - you need to view or individually delete Fin Memory entries - you want Fin in sales or ecommerce with memory across conversations Editorial assessment based on provider documentation. Not a product test. ## Usable AI models Fixed choice across providers According to the vendor, Fin uses its own models such as Fin Apex plus models from OpenAI, Anthropic and Google, and switches between them automatically. The pages checked mention no model choice or keys of your own. For EU hosting, the subprocessor list does not include Anthropic. - Model families named: In-house model, OpenAI (GPT), Anthropic (Claude), Google (Gemini) - Model choice: The product chooses - Your own API key: Not stated - Router or custom endpoint: Not stated - Local models: Not stated - Depends on: Region Documented · Sources accessed on: 2026-11-05 - [Fin: Trust and reliability](https://fin.ai/trust-reliability) - [Fin: AI Engine](https://fin.ai/ai-engine) - [Intercom: Third parties](https://www.intercom.com/legal/subprocessors-list) ## Europe & regional availability Help articles on regions and the EU change (14 May 2026), FAQ, trust page and security page reviewed. The trust.intercom.com Trust Center was not opened. Reviewed scope: Hosted platform; region per workspace Reviewed on: 2026-11-05 ### Fin in EU-hosted workspaces Available According to the help article (14 May 2026) EU-hosted workspaces can use Fin with data processed within Europe. The EU data centre is in AWS eu-west-1 (Dublin, Ireland). On Australia the pages disagree: the article names US processing with regional hosting not planned, while the FAQ still describes it as coming. Region covered: EU/EEA Documented reason: For workspaces hosted in the EU. Official source: https://www.intercom.com/help/en/articles/8699600-changes-to-your-eu-au-hosted-workspace Official source: https://www.intercom.com/help/en/articles/7837535-fin-ai-agent-faqs Official source: https://www.intercom.com/help/en/articles/6124430-regional-data-hosting ### Creating an EU workspace With requirements According to the help article regional hosting is limited to new workspaces on the Advanced and Expert plans. Direct migration of existing workspaces is not possible; conversation history cannot be moved. Region covered: EU/EEA Documented reason: Only for new workspaces on the Advanced and Expert plans. Official source: https://www.intercom.com/help/en/articles/6124430-regional-data-hosting ### Model providers and processing location Availability still unclear According to the trust page Fin uses models from OpenAI, Anthropic, Google and Intercom. The page does not confirm that regional hosting also covers calls to third-party models. Region covered: EU/EEA Documented reason: The reviewed pages do not name the processing location of the third-party models. Official source: https://fin.ai/trust-reliability Official source: https://www.intercom.com/help/en/articles/8699600-changes-to-your-eu-au-hosted-workspace ## Accounts & permissions Based on provider documentation. Permissions depend on the account, integration and organization policies. Review the permissions actually requested before use. Configuration covered: Hosted platform with administration features Sources reviewed: 2026-11-05 ### Account used Documented: Intercom names SSO through Okta, Azure AD and OneLogin as well as 2FA, SCIM and IP restrictions. Evidence: https://www.intercom.com/security Evidence: https://fin.ai ### Admin approval Documented: Procedures can wait for approval with the Loop in teammate / agent step. According to the page, Routines in Operator make changes only if you set them up that way and can return proposed changes for review. Instructions in Operator apply to everyone in the workspace. Evidence: https://www.intercom.com/help/en/articles/14468561-human-in-the-loop-approvals-for-fin-procedures Evidence: https://www.intercom.com/help/en/articles/16944317-how-to-use-routines-in-operator Evidence: https://www.intercom.com/help/en/articles/16944315-how-to-use-instructions-and-memory-in-operator ### Data access & team sharing Documented with conditions: According to the home page Fin pulls in customer data and takes actions in connected systems through API, Data Connectors or MCP. When you test as a specific user with the real-data option, Data Connectors can call real systems; according to the page, Simulations never call external systems. Evidence: https://fin.ai Evidence: https://www.intercom.com/help/en/articles/12599517-run-simulations-for-fin-procedures ## Prices and included usage Pricing checked: 2026-11-05 Billing per outcome at $0.99; Fin with Intercom adds $19 per helpdesk seat per month. The pricing page names a 14-day free trial without a credit card. ### Fin with your current helpdesk $0.99 per outcome, 50 outcomes per month minimum According to the page, outcomes include resolutions, Procedure handoffs, disqualifications and self-serve routings at $0.99 each; qualifications cost $9.99. Price source: https://fin.ai/pricing ### Fin with the Intercom helpdesk From $0.99 per outcome plus $19 per helpdesk seat per month Seat prices depend on the plan (Essential, Advanced or Expert); Lite seats are free. Price source: https://fin.ai/pricing ### Pro add-on from $100 per month Includes Operator. Price source: https://fin.ai/pricing ### Copilot $35 per user per month Add-on according to the pricing page. Price source: https://fin.ai/pricing ### Fin Voice Through sales; the pricing page shows both custom pricing and $1.99 per voice outcome Fin over voice. Price source: https://fin.ai/pricing All charges in US dollars. According to the pricing page the trial offers unlimited outcomes with no seat minimums or maximums. Pricing details: https://fin.ai/pricing ## Operation & oversight Based on public provider documentation. Assessments are editorial inferences from the stated properties. Actual time requirements and reliability have not been measured. Deployment covered: Hosted operation by the provider Sources reviewed: 2026-11-05 ### Files and working state Documented: Fin Memory keeps recent messages and summaries for 45 days and facts for 180 days. Operator memories persist until deleted. Evidence: https://www.intercom.com/help/en/articles/16001516-fin-memory Evidence: https://www.intercom.com/help/en/articles/16944315-how-to-use-instructions-and-memory-in-operator ### Sign-ins Documented: SSO through Okta, Azure AD and OneLogin, plus 2FA, SCIM and IP restrictions. Evidence: https://www.intercom.com/security Evidence: https://fin.ai ### Starting further runs Documented: According to the home page Fin handles conversations around the clock. Routines in Operator run on a schedule or on events such as a created incident; they come with the Pro add-on and are personal. Evidence: https://www.intercom.com/help/en/articles/16944317-how-to-use-routines-in-operator Evidence: https://fin.ai ### Human intervention Documented: The Loop in teammate / agent step pauses a Procedure until a reply; after the timeout it escalates. Escalation rules can transfer sensitive topics to people. Routines ask when a decision is needed. Evidence: https://www.intercom.com/help/en/articles/14468561-human-in-the-loop-approvals-for-fin-procedures Evidence: https://www.intercom.com/help/en/articles/7837535-fin-ai-agent-faqs Evidence: https://www.intercom.com/help/en/articles/16944317-how-to-use-routines-in-operator ### Detecting errors Documented: According to the FAQ, during an LLM outage Fin routes the customer to the team after a second failure. According to the trust page, when confidence is low Fin hands over to a human. Evidence: https://www.intercom.com/help/en/articles/7837535-fin-ai-agent-faqs Evidence: https://fin.ai/trust-reliability ### Resuming after failures Documented with conditions: Simulations help test Procedures before they go live. Deleting a Routine is permanent. The reviewed pages do not describe how interrupted runs are resumed. Evidence: https://www.intercom.com/help/en/articles/12599517-run-simulations-for-fin-procedures Evidence: https://www.intercom.com/help/en/articles/16944317-how-to-use-routines-in-operator ### Editorial assessment Fin is a managed product with an approval step, handover rules and testing before go-live. Check the region, data use and Memory retention before starting. ## Memory and conversation continuity Scope: Fin Memory for customer contacts and Operator memories for team members Sources accessed: 2026-11-05 Fin Memory stores recent messages, summaries and facts per contact with fixed periods; entries cannot be viewed, only the feature can be turned off. ### Storage and scope Documented: Fin Memory consists of recent messages, summaries of past conversations and facts. Messages and summaries are kept 45 days, facts 180 days. The page does not state the storage location. Operator memories persist until you delete them. - [Intercom: Fin Memory](https://www.intercom.com/help/en/articles/16001516-fin-memory) - [Intercom: Instructions and Memory in Operator](https://www.intercom.com/help/en/articles/16944315-how-to-use-instructions-and-memory-in-operator) ### Selection and timing Partly documented: Facts are personal details customers explicitly shared. The page does not explain how messages and summaries are selected. Operator saves something when you ask it to in a conversation. - [Intercom: Fin Memory](https://www.intercom.com/help/en/articles/16001516-fin-memory) - [Intercom: Instructions and Memory in Operator](https://www.intercom.com/help/en/articles/16944315-how-to-use-instructions-and-memory-in-operator) ### Inspect, edit and delete Documented: Customers cannot view or edit Fin Memory and teammates cannot view it for a contact; items are removed automatically after the retention period. You manage Operator memories under Customize > Memories and delete them via the three-dot menu. - [Intercom: Fin Memory](https://www.intercom.com/help/en/articles/16001516-fin-memory) - [Intercom: Instructions and Memory in Operator](https://www.intercom.com/help/en/articles/16944315-how-to-use-instructions-and-memory-in-operator) ### Agent and channel boundaries Documented: Fin Memory applies per contact, for Fin for Service only and only in Messenger and email; nothing carries across products. Operator memories are personal to each teammate; the page does not say whether admins can see them. - [Intercom: Fin Memory](https://www.intercom.com/help/en/articles/16001516-fin-memory) - [Intercom: Instructions and Memory in Operator](https://www.intercom.com/help/en/articles/16944315-how-to-use-instructions-and-memory-in-operator) ### Retrieval Partly documented: Fin uses memories internally for its responses. A “Fin referenced memory” event appears in the Inbox event log. The page does not describe how retrieval works. - [Intercom: Fin Memory](https://www.intercom.com/help/en/articles/16001516-fin-memory) ### Session reset and compaction Partly documented: You can turn Fin Memory off under Settings > Workspace > Security. The page does not describe compaction. The FAQ also says Fin does not retain memory within a single conversation; that does not fit the Fin Memory description without further explanation. - [Intercom: Fin Memory](https://www.intercom.com/help/en/articles/16001516-fin-memory) - [Intercom: Fin AI Agent FAQs](https://www.intercom.com/help/en/articles/7837535-fin-ai-agent-faqs) ## Context An Intercom or other helpdesk setup, knowledge sources and clear handover rules. Prices are in US dollars; Fin Memory, Operator and regions are subject to the documented restrictions. Official Fin pages, pricing page and Intercom help articles reviewed. The pages differ on Australia and on how data use is described (see profile). The trust.intercom.com Trust Center was not opened. Example tasks are editorial; hands-on tests are still pending. ## Open points Europe, availability still unclear: - Model providers and processing location Requirements and limits, not yet confirmed: - Data use for fine-tuning ## Sources - https://fin.ai - https://fin.ai/pricing - https://fin.ai/trust-reliability - https://fin.ai/ai-engine - https://www.intercom.com/help - https://www.intercom.com/help/en/articles/7837535-fin-ai-agent-faqs - https://www.intercom.com/help/en/articles/6124430-regional-data-hosting - https://www.intercom.com/help/en/articles/8699600-changes-to-your-eu-au-hosted-workspace - https://www.intercom.com/help/en/articles/16001516-fin-memory - https://www.intercom.com/help/en/articles/16944317-how-to-use-routines-in-operator - https://www.intercom.com/help/en/articles/16944315-how-to-use-instructions-and-memory-in-operator - https://www.intercom.com/help/en/collections/19634087-fin-operator - https://www.intercom.com/help/en/articles/14468561-human-in-the-loop-approvals-for-fin-procedures - https://www.intercom.com/help/en/articles/12599517-run-simulations-for-fin-procedures - https://www.intercom.com/security ## Provider Intercom offers Fin as an AI agent for customer service, documented on fin.ai and in the Intercom Help Center. - Operator: Intercom - Organization: Provider - Website: https://www.intercom.com - Reviewed: 2026-11-05 - Provider source: https://fin.ai - Provider source: https://www.intercom.com/help [Sources and method](https://ki-agentenkompass.de/en/sources/)