This article refers to our new pricing plans. For information about one of our legacy plans, please log in to view these articles instead, or contact us through the Messenger.
You have access to Fin AI Agent on every core plan. Whenever Fin provides a satisfactory answer, this is considered a resolution. We’ll go into what this means and how it’s measured below.
Price per resolution
Fin AI Agent is priced at $0.99 per resolution (United States Dollars).
This ensures that you only pay when Fin does what you care about most; resolving a customer’s question.
Using Fin AI Agent is optional. AI Agent is included on every plan, but you won't be billed for Fin if you’re not using it. You can also set usage reminders and hard limits to ensure you’re happy with how many resolutions Fin is able to provide.
Resolution definition
A resolution is counted when, following Fin’s last answer in a conversation, the customer confirms the answer provided is satisfactory (hard resolution) or exits the conversation without requesting further assistance (soft resolution).
Customers can confirm an answer is satisfactory by:
Pressing the
That helped 👍quick reply.Entering an affirmative response such as 'Yes', 'Sure' etc.
Customers can request further assistance by:
Pressing the
Get more helpquick reply.Entering a response that suggests their query is unresolved.
This includes asking clarifying questions or asking to speak to human support.
A customer has 24 hours to come back to the conversation where Fin provided the answer and select if it helped or not. If after 24 hours the customer did not request further assistance, this will be considered a soft resolution.
Billing for resolutions
Fin resolutions are billed on your usual billing date. We count a resolution when a conversation reaches either a 'soft resolution' or 'hard resolution' state. This includes both resolutions resolved by Fin AI Agent and resolutions resolved by Custom Answers.
We've made improvements to how resolution data is shown on your invoice:
With our new system, we include all conversations that start at any point during your billing period—from the very first day to the very last. Your billing now perfectly aligns with your actual usage during the period, with resolution figures on your Subscription page and invoice updated within minutes of Intercom reporting.
If you're still on our previous system, we only include conversations that started within your billing period up to one day before the period ends. This means resolutions on your invoice may be up to 48 hours behind Intercom reporting, with any delayed resolutions appearing on your next invoice.
Check the tooltip for Resolutions on your Subscription Usage page - if you see the message "Note that this figure may be up to 24 hours old relative to your in-product reporting," you're on the previous system. If you don't see this message, you're already using our improved billing system.
We're gradually rolling out these changes to all customers by May 5, 2025 to ensure your billing perfectly aligns with your actual usage during the billing period, providing you with real-time, accurate resolution information right up until your invoice is created.
FAQs
Can there be multiple resolutions in a conversation?
You will only be charged for one resolution per conversation during a billing period, even if Fin AI Agent resolves multiple queries in that conversation.
What happens if a teammate joins the conversation?
When a teammate joins a conversation where Fin AI Agent is involved:
If the customer has already received an answer from Fin and they haven't explicitly asked to 'Get more help' or speak to your team, the conversation is considered 'resolved' and you would be charged for this.
If the customer has asked to 'Get more help' or speak to your team, the conversation is considered 'unresolved' and you would not be charged for this.
In cases where Fin provides an AI answer, customer asks a follow up question and before Fin can answer again teammate joins the conversation and answers, this will still be considered a resolution.
How do I turn Fin AI Agent off?
To turn Fin AI Agent off and avoid any charges, simply remove Fin from any live Workflows. This will stop Fin from replying to your customers and resulting in Fin AI Agent resolutions.
Are Custom Answers billed as Resolutions?
This depends on your current subscription. If you are on one of our current pricing plans, Custom Answers and AI Answers are both billed as Resolutions.
Learn how to manage your Fin AI Agent usage by setting reminders and hard limits.
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