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Fin billing rules
As published on 17 October 2026

Ten Fin billing rules you may not expect.

Fin’s own published rules bill some conversations you may not expect, and set timing and minimums that are easy to miss. Each rule below is in Fin’s or Intercom’s own words, with a link, and says what to look at in your own month.

List prices are $0.99 per outcome for chat and email, and $9.99 per qualification with Fin for Sales. Fin Voice is $1.99 per voice outcome, and high-volume or contract prices can differ (Fin AI Agent pricing).

Check your own month, free What to put side by side
The ten rules

Each in Fin’s or Intercom’s own words.

A rule is not a finding: each is a place to compare your invoice, your contract and Fin’s own export. Where Fin on Intercom and Fin on another helpdesk differ, the rule says which.

  1. Going quiet counts as resolved

    The published words

    Fin’s billing article, on Fin’s own help centre: “If a customer disengages from the conversation for 24 hours after Fin’s last answer, it is considered an assumed resolution.” (Fin pricing: Outcomes)

    Intercom’s reporting docs describe an assumed resolution as one that “is auto-closed after 3 minutes”. (Reporting metrics & attributes)

    What to look at

    Ask which of the two windows your invoice follows: the pages differ, and neither says. Then look at assumed resolutions where the same customer came back another way, by phone or in a new chat. Intercom’s reports count the same customer’s new conversation within 24, 48 or 72 hours of a resolution as a recontact.

    In the free check: Counts the resolutions Fin’s export records as assumed and as confirmed. It cannot see a customer who came back by phone or in a new chat.

  2. “Ok thanks” counts as confirmed

    The published words

    A customer confirms a resolution by “Entering an affirmative response such as ‘Ok thanks’, ‘That helped’ etc.” (Fin AI Agent outcomes)

    What to look at

    What “confirmed” covers before you quote a confirmed rate, for example at renewal.

    In the free check: Shows how many resolutions Fin’s export records as confirmed by the customer. It cannot see what the customer wrote.

  3. A teammate joined after Fin answered

    The published words

    “If the customer has already received an answer from Fin and they haven’t explicitly asked to get additional help or speak to a person, the conversation is considered ‘resolved’ and you would be charged for this.” (Fin pricing: Outcomes; Fin AI Agent outcomes)

    What to look at

    Billed conversations where a teammate replied after Fin’s answer. Intercom’s article adds that it is not billed when Fin said it had no answer and a teammate stepped in.

    In the free check: Cannot see teammate replies: that needs the conversations themselves, which it never reads.

  4. A handoff to your own team is an outcome

    The published words

    A Procedure handoff is billed when “Fin successfully executes a Procedure that you’ve configured to end in a handoff to a human or a workflow.” (Fin pricing: Outcomes)

    Intercom announced the move from billing resolutions to billing outcomes on 12 March 2026. (From resolutions to outcomes)

    What to look at

    Whether your invoice separates handoffs from resolutions, and whether your contract prices resolutions only or all outcomes.

    In the free check: Counts the procedure handoffs Fin’s export records, and prices them by your terms.

  5. Product questions count

    The published words

    Fin’s own example: a customer asks “What running shoes do you have under $100?”, Fin recommends products, and “The customer browses the suggestions and doesn’t express dissatisfaction”. It is billed as a resolution. (Fin AI Agent outcomes)

    What to look at

    Product questions billed as resolutions, whether or not the customer bought. The same article says prospects’ questions about pricing or plans count as resolutions too.

    In the free check: Cannot tell a product question from any other: it never reads what the customer wrote.

  6. Back about the same problem, in a new conversation

    The published words

    A resolution is “deducted and not charged” when “the customer later returns to the same conversation seeking further assistance (even across billing periods)”. (Fin pricing: Outcomes)

    Fin’s pricing page adds: “If the conversation is later reopened, the outcome is refunded.” (Fin AI Agent pricing)

    What to look at

    Both name the same conversation. No page says how a separate conversation about the same problem is billed, or how a refund for an earlier period appears on an invoice. Ask your account team.

    In the free check: Follows Fin’s deductions for the same conversation from month to month, through the record you keep. It cannot see a new conversation about the same problem.

  7. Asked for a person, then went quiet

    The published words

    Fin’s pricing page says you “Never pay if Fin can’t answer, fails to perform an action or human support is requested.” (Fin AI Agent pricing)

    Intercom’s article adds: “If the customer has asked to get additional help or speak to a person, but the collect information setting is turned on, then the customer becomes inactive without providing additional information, this conversation is still marked as resolved and will be charged for it.” (Fin AI Agent outcomes)

    What to look at

    Whether the collect information setting is on in your workspace, and billed conversations where the customer asked for a person.

    In the free check: Cannot see a request for a person: that needs the conversations themselves, which it never reads.

  8. A later export can differ

    The published words

    The Fin AI Agent resolution state in Intercom’s reports is “The most recent resolution state for the conversation”. (Reporting metrics & attributes)

    For the conversations behind billable outcomes, Intercom points to the Performance view under Fin AI Agent in your workspace. (Fin AI Agent outcomes)

    What to look at

    Note the date you pulled the export, keep that file with the invoice, and pull again before renewal.

    In the free check: Keeps the state each billed conversation had in your record, and says when a later export shows it differently.

  9. With Fin for Sales, a lead Fin turns away is billed

    The published words

    Fin’s price table bills a Disqualification, when “Fin determines that a prospect doesn’t match your qualification criteria and disqualifies them accordingly”, at $0.99, and a Qualification at $9.99. Booking a call or starting a trial bills as a qualification; only a routing marked Self-serve bills at $0.99. (Fin AI Agent outcomes)

    What to look at

    The outcome types and prices on your invoice, and which routing outcomes are marked Self-serve. Existing routings stay at the full rate unless you change them.

    In the free check: Not checked yet: the checker reads support outcomes.

  10. A floor in quiet months, on another helpdesk

    The published words

    For Fin with an existing helpdesk, Fin’s pricing page lists a “$49/month minimum, which includes 50 outcomes”. (Fin AI Agent pricing)

    Fin’s help article adds: “If you do not use your 50 monthly resolutions, these will not be carried over and will be lost.” (Fin pricing: Outcomes)

    On the Intercom helpdesk, usage is listed as pay-as-you-go. (Fin AI Agent pricing)

    What to look at

    If you use another helpdesk: how the invoice shows a month under 50, and whether handoffs count toward the 50 (Fin’s pages say both 50 resolutions and 50 outcomes). Fin’s pages call it a minimum; an invoice may call it the base plan.

    In the free check: Checks the base plan and the outcomes it includes against your terms, when you choose Fin with Zendesk, Salesforce or another helpdesk.

Checking your own month

Put three records side by side.

Take the same month of each. Where they disagree, ask your Fin account team to explain the difference when you review the invoice, and before you renew.

The free bill check does this comparison in your browser. It reads your invoice and Fin’s export on the page and uploads nothing. It checks the invoice’s prices, fees and arithmetic against your terms, its count against Fin’s export, and Fin’s deductions for the same conversation from month to month, and shows how many of the resolutions in Fin’s export are recorded as Confirmed resolved. It cannot see teammate replies, requests for a person, or a customer who comes back another way: those need the conversations themselves, which it never reads. Early access. Tested on simulated data so far, so your month may be among the first real ones it reads. Each result says what could not be checked.

Check your own month, free See it on a fictional company
  1. The invoice

    Its outcome count and price for each outcome type, and any deductions or refunds.

  2. Your contract

    The price per outcome, any fee or minimum, and anything it says about handoffs or returning customers.

  3. Fin’s export

    The Conversations export, with the date you pulled it: in Intercom, Reports > Dataset export; on another helpdesk, Fin’s own reports. (Export your conversations data)

Sources

Fin’s and Intercom’s own pages.

Quoted as published on 17 October 2026. Fin’s own help centre and Intercom’s describe some rules differently, and both change, so check the current pages before relying on any of this.

ScopeBlind is not affiliated with Fin, Intercom or Salesforce. Fin and Intercom are trademarks of their owners. This page is not an audit, legal advice or accounting advice.