Product evidence / not a review

Intercom Fin

Intercom Fin for Ecommerce combines shopping assistance and customer support using a native Shopify connection, store content and configurable Procedures. [1][3]

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Document-based record. Not independently product-tested.

Source excerpts below support vendor claims. They do not prove performance, compliance or suitability for your store.

SHOPIFY: A native Shopify integration syncs catalog and order data; the setup guide describes storefront Messenger deployment and post-purchase Procedures using Shopify APIs. [1][3]
CHANNELS / DOCUMENTED SAMPLE: web Messenger (full Ecommerce capabilities), iOS and Android Messenger (support-only in Ecommerce workflows) [4]
AUTOMATION SCOPE: Uses synced Shopify catalog and content for product discovery, recommendations and purchase support; configurable Procedures support post-purchase requests such as order status, returns, refunds and order changes. Email, Social, Voice and Slack are not currently supported for the Ecommerce role, even though Fin for Service has broader channel coverage. [2][3][4]
HUMAN CONTROL: Ecommerce escalation rules and natural-language guidance control when to offer or perform a human handover; Workflows handle post-escalation routing. The escalation guide documents immediate handover for a clear human request and warns configured rules/guidance can override default behavior. [2][7]
FINNISH EVIDENCE: The Fin AI Answers language list explicitly includes Finnish. Supported languages must be configured; Fin searches same-language content first and can translate from a configured fallback language when real-time translation is enabled. Ecommerce documentation also states it responds in the customer's language. Finnish quality and store-specific behavior were not tested. [5][6]
PERFORMANCE: No hands-on product test has been run.

Pricing structure

Fin for Ecommerce documents $0.99 per resolution (USD). Intercom pricing adds paid helpdesk seats when using the Intercom helpdesk; Fin with an existing helpdesk is a different, no-seat-cost offer with a minimum monthly commitment. The $0.99 AI outcome is not a complete Shopify support bill. [8][11][9][10][12]

Numeric calculator fields are deliberately null because no single complete plan/billing scope is selected. The public page mixes helpdesk-seat plans, an annual new-customer promotion, and existing-helpdesk Fin; it describes the commitment as e.g. 50 outcomes rather than a universally binding minimum.
The outcome guide lists $0.99 resolutions and successful Procedure handoffs, so a billable outcome is not always a fully autonomous resolution. It lists $9.99 for sales qualifications; that is outside this support-only scope.
Other messaging channels/add-ons can have additional usage charges. Fin for Ecommerce is primarily a web-Messenger experience; do not transfer Fin for Service email/voice capabilities to the Ecommerce role.
A resolution can be assumed when the customer leaves without requesting further help; the outcome guide says a later request for help in the same conversation removes that resolution charge.

This is not a quote or complete bill. Confirm current terms, required plans and minimums with the vendor. The custom cost lab does not use these records as automatic presets.

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Primary-source evidence

[1] Set up Fin for Ecommerce on a Shopify store | Intercom HelpIntercom
https://www.intercom.com/help/en/articles/14420740-set-up-fin-for-ecommerce-on-a-shopify-store
Retrieved 2026-10-22T21:48:35.841106+00:00
If you’re connecting to Shopify for the first time, you’ll see a quick onboarding flow to set up Fin for Ecommerce: Connect to Shopify: Establish a live connection to power Fin and keep your catalogue up to date. Install the Messenger: Enable customers to interact with Fin through the Messenger. Deploy Fin: Preview and deploy Fin to your customers on Shopify. Note: If you're already using Fin, see our article Transition existing workflows to Fin… [excerpt]
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If you’re connecting to Shopify for the first time, you’ll see a quick onboarding flow to set up Fin for Ecommerce: Connect to Shopify: Establish a live connection to power Fin and keep your catalogue up to date. Install the Messenger: Enable customers to interact with Fin through the Messenger. Deploy Fin: Preview and deploy Fin to your customers on Shopify. Note: If you're already using Fin, see our article Transition existing workflows to Fin for Ecommerce instead. This video below from our Customer Education team walks through the foundations of Fin for eCommerce and its set up. Step 1: Connect your Shopify store Get started by connecting your Shopify store to Intercom. Fin for Ecommerce is built for Shopify merchants, with automatic Shopify customer detection and a tailored onboarding experience to help you go live quickly. Go to Fin AI Agent > Ecommerce > Train > Get started. Click Set up Fin for Ecommerce. Follow the one-click flow to connect your Shopify store. Link one or more Shopify stores to Intercom. Fin automatically detects Shopify customers and tailors the onboarding experience. When connected, all store content (products, pages, and articles) is imported into Intercom to power Fin. You can manage all content for Fin from the Train > Content section. Step 2: Install the Messenger To install: Go to your Shopify admin dashboard. Click Edit theme. Navigate to App embeds. Toggle on the Intercom app. Click Save. Once enabled, the Messenger appears on your storefront so customers can interact with Fin. Step 3: Train Fin for Ecommerce Fin for Ecommerce is powered by your Shopify catalogue, content, guidance, and Procedures.
[2] Set up Fin for Ecommerce on a Shopify store | Intercom HelpIntercom
https://www.intercom.com/help/en/articles/14420740-set-up-fin-for-ecommerce-on-a-shopify-store
Retrieved 2026-10-22T21:48:35.841106+00:00
Add escalation guidance and rules (optional) Fin for Ecommerce is designed to resolve customer questions autonomously while escalating to a human teammate at the right moment. You can control when escalation happens, whether Fin offers escalation or escalates immediately, and what Fin says during the handover from Fin AI Agent > Ecommerce > Train > Escalation. Fin escalation behavior is powered by: Default escalation behavior Escalation rules (da… [excerpt]
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Add escalation guidance and rules (optional) Fin for Ecommerce is designed to resolve customer questions autonomously while escalating to a human teammate at the right moment. You can control when escalation happens, whether Fin offers escalation or escalates immediately, and what Fin says during the handover from Fin AI Agent > Ecommerce > Train > Escalation. Fin escalation behavior is powered by: Default escalation behavior Escalation rules (data-driven) Escalation guidance (natural language instructions) Workflows (post-escalation routing and actions) Best practice for escalation guidance and rules. Manage Procedures Fin for Ecommerce supports post-purchase workflows using Procedures and Shopify APIs. Common use cases include: Where is my order Returns Refunds Exchanges Order updates or cancellations Go to Fin AI Agent > Ecommerce > Train > Procedures to review all Procedures. Some Procedures may be: Automatically live if already configured. Created in draft mode if new or incomplete. **Note:** To activate a draft Procedure, open it from the Procedures list, review each step to confirm it is correctly configured, then click **Set live**. Once live, the Procedure runs automatically when triggered in a customer conversation.
[3] Fin for Ecommerce explained | Intercom HelpIntercom
https://www.intercom.com/help/en/articles/14997821-fin-for-ecommerce-explained
Retrieved 2026-10-22T21:54:47.889201+00:00
Fin for Ecommerce performs this combined shopping and support role through four core capabilities: Fin connects to your store: Connect your Shopify store for a native integration that syncs your catalog, order data, and APIs in minutes — or connect any other ecommerce platform via a catalog connector. No manual training or complex setup. Fin helps shoppers find the right product: It asks the right questions, narrows options from thousands of prod… [excerpt]
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Fin for Ecommerce performs this combined shopping and support role through four core capabilities: Fin connects to your store: Connect your Shopify store for a native integration that syncs your catalog, order data, and APIs in minutes — or connect any other ecommerce platform via a catalog connector. No manual training or complex setup. Fin helps shoppers find the right product: It asks the right questions, narrows options from thousands of products, and compares them based on what the shopper actually needs. It’s like a great store assistant, at scale. Fin helps increase order value: It recommends relevant products and upsells based on the conversation, keeps carts easy to update, and guides shoppers into checkout when they're ready. Fin handles support without losing the sale: Returns, refunds, and order changes can all be resolved in the same conversation. When the issue's handled, Fin guides the shopper back to browsing. Note: Fin for Ecommerce natively integrates with Shopify. It can also be deployed on other platforms (WooCommerce, Magento, BigCommerce, Salesforce Commerce Cloud, and custom-built stores) via a catalog connector. See the Get started section below for setup guides. How Fin for Ecommerce works Fin for Ecommerce combines Fin's best-performing support capabilities with shopping assistance in a single experience: Shopping assistance for product discovery, recommendations, and purchase support. Support assistance for pre-order, order and post-purchase questions. Fin detects what a customer needs and seamlessly switches between shopping assistance and support assistance within the same conversation.
[4] Fin for Ecommerce explained | Intercom HelpIntercom
https://www.intercom.com/help/en/articles/14997821-fin-for-ecommerce-explained
Retrieved 2026-10-22T21:54:47.889201+00:00
Which channels does Fin for Ecommerce support? Fin for Ecommerce is best deployed on the web Messenger, where full shopping capabilities like product recommendations, cart updates, and checkout are supported. If you deploy Fin across multiple channels (such as web and mobile) in the same workflow, Fin will automatically handle this for you: On web, Fin operates in Ecommerce mode with full shopping functionality On iOS and Android, Fin automatical… [excerpt]
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Which channels does Fin for Ecommerce support? Fin for Ecommerce is best deployed on the web Messenger, where full shopping capabilities like product recommendations, cart updates, and checkout are supported. If you deploy Fin across multiple channels (such as web and mobile) in the same workflow, Fin will automatically handle this for you: On web, Fin operates in Ecommerce mode with full shopping functionality On iOS and Android, Fin automatically switches to support-only responses This means you don’t need to create separate workflows for different channels, Fin adapts its behavior based on where the conversation happens. Note: Email, Social, Voice, and Slack are not currently supported.
[5] Set up Fin AI Agent's multilingual support | Intercom HelpIntercom
https://www.intercom.com/help/en/articles/8322387-set-up-fin-ai-agent-s-multilingual-support
Retrieved 2026-10-22T21:48:35.841334+00:00
Fin AI Agent now supports AI Answers in: Arabic (Modern), Bengali, Bosnian, Brazilian Portuguese, Bulgarian, Catalan, Croatian, Czech, Danish, Dutch, Dutch (Belgium), English, English (Australia), English (Canada), English (Hong Kong), English (India), English (Ireland), English (Malaysia), English (New Zealand), English (Singapore), English (South Africa), English (UK), English (USA), Estonian, Filipino, Finnish, French, French (Belgium), French… [excerpt]
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Fin AI Agent now supports AI Answers in: Arabic (Modern), Bengali, Bosnian, Brazilian Portuguese, Bulgarian, Catalan, Croatian, Czech, Danish, Dutch, Dutch (Belgium), English, English (Australia), English (Canada), English (Hong Kong), English (India), English (Ireland), English (Malaysia), English (New Zealand), English (Singapore), English (South Africa), English (UK), English (USA), Estonian, Filipino, Finnish, French, French (Belgium), French (Canada), French (Switzerland), German, German (Austria), German (Formal), Greek, Hebrew, Hindi, Hungarian, Indonesian, Italian, Japanese, Korean, Latvian, Lithuanian, Malay, Mongolian, Norwegian, Persian, Polish, Portuguese, Romanian, Russian, Serbian, Simplified Chinese, Slovenian, Spanish, Spanish (USA), Swahili, Swedish, Thai, Traditional Chinese, Turkish, Ukrainian, Urdu, Uzbek, and Vietnamese. How multilingual Fin works Fin will automatically detect and reply to customers in the supported languages you have added to your workspace settings. Fin will generate answers using content that is available to Fin AI Agent. Fin will first search for the answer using content that is available in the language a question was written in. For example, if a user writes their question in French, Fin will search for an answer in your available French content (i.e. articles, snippets, PDF files, etc). If you have enabled Real-time translation, when Fin can’t find relevant support content in the customer’s language, it will translate existing support content in your chosen fallback language.
[6] Fin for Ecommerce explained | Intercom HelpIntercom
https://www.intercom.com/help/en/articles/14997821-fin-for-ecommerce-explained
Retrieved 2026-10-22T21:54:47.889201+00:00
Does Fin in the ecommerce role work in languages other than English? Yes. Fin for Ecommerce automatically detects and responds in the customer’s language, making it easier to engage and assist customers globally.
[7] Manage Fin AI Agent's escalation guidance and rules | Intercom HelpIntercom
https://www.intercom.com/help/en/articles/12396892-manage-fin-ai-agent-s-escalation-guidance-and-rules
Retrieved 2026-10-22T21:51:09.650117+00:00
Default Fin escalation behavior Out of the box, Fin is already designed to escalate in several key scenarios: When a customer clearly asks to speak to a human. When Fin detects strong frustration or anger — though Fin may first attempt to resolve the issue before escalating. When the customer is stuck in a repetitive loop. You can add Escalation Rules and Escalation Guidance on top of this default behavior to gain more precise control. Note: Esca… [excerpt]
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Default Fin escalation behavior Out of the box, Fin is already designed to escalate in several key scenarios: When a customer clearly asks to speak to a human. When Fin detects strong frustration or anger — though Fin may first attempt to resolve the issue before escalating. When the customer is stuck in a repetitive loop. You can add Escalation Rules and Escalation Guidance on top of this default behavior to gain more precise control. Note: Escalation Guidance and Escalation Rules will override Fin’s default behavior. When Fin offers to escalate In some cases, Fin sends a message offering escalation instead of escalating immediately. Example offer message: “I understand this is causing frustration. Would you like to speak with a human teammate, or would you prefer to continue working with me?” Fin offers escalation when: How: The customer asks how to contact support. Anger: The customer is upset or showing frustration. Fin may first try to help resolve the issue before offering escalation — this is intentional, as escalating too early reduces Fin's effectiveness. Keyword: The customer says “agent” or “support” without clarity. Loop: The customer repeats themselves across three turns. First-turn escalation: The customer tries to escalate immediately after Fin introduces itself. Note: Fin can offer escalation more than once in a conversation. However, Fin will never offer escalation twice in a row. If an offer to escalate is triggered again immediately after a previous offer, Fin will escalate the conversation straight away to prevent looping. When Fin escalates immediately Fin escalates directly when: Direct request: The customer clearly asks for a human. Escalation Guidance or Escalation Rule: Explicitly instruct Fin to escalate. Guidance can also explicitly prevent escalation or require more information first.
[8] Intercom Pricing | Plans for every team size
https://www.intercom.com/pricing
Retrieved 2026-10-22T21:48:35.840900+00:00
How does Intercom pricing work? Intercom pricing has two components: Seats: You pay per teammate based on your plan (Essential, Advanced, Expert) Usage: You pay for what you use (e.g. Fin outcomes, messaging channels) All plans include access to Intercom and Fin AI Agent. Want a tailored estimate? Use the pricing calculator. How is Fin AI Agent priced? Fin is priced at $0.99 per outcome. An outcome is counted when: A customer confirms their issue… [excerpt]
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How does Intercom pricing work? Intercom pricing has two components: Seats: You pay per teammate based on your plan (Essential, Advanced, Expert) Usage: You pay for what you use (e.g. Fin outcomes, messaging channels) All plans include access to Intercom and Fin AI Agent. Want a tailored estimate? Use the pricing calculator. How is Fin AI Agent priced? Fin is priced at $0.99 per outcome. An outcome is counted when: A customer confirms their issue is resolved, or They don’t ask for more help after Fin responds, or Fin completes a workflow (Procedure), including handoffs You’re only charged once per conversation, even if multiple questions are answered. Can I use Fin with my existing helpdesk? Yes. Fin can be used with tools like Salesforce and others. Pricing: $0.99 per outcome Minimum monthly commitment applies (e.g. 50 outcomes) No seat costs No setup, integration, or platform fees
[9] Intercom Pricing | Plans for every team size
https://www.intercom.com/pricing
Retrieved 2026-10-22T21:48:35.840900+00:00
Essential Pay annually Customer support for individuals, startups, and small businesses. Intercom helpdesk $29$19per seat/mo New customers save 35% Fin AI Agent $0.99per outcome Start free trial
[10] Intercom Pricing | Plans for every team size
https://www.intercom.com/pricing
Retrieved 2026-10-22T21:48:35.840900+00:00
Are there additional usage charges? Yes. Beyond seats, pricing is usage-based for certain features: Fin AI Agent: $0.99 per outcome WhatsApp: Charged per conversation (varies by volume/direction) SMS: Charged per message (varies by region) Email campaigns: Charged per bulk email sent Phone: Usage-based (varies) Inbound support (e.g. responding to customer emails) is included.
[11] Fin for Ecommerce explained | Intercom HelpIntercom
https://www.intercom.com/help/en/articles/14997821-fin-for-ecommerce-explained
Retrieved 2026-10-22T21:54:47.889201+00:00
How is Fin for Ecommerce charged? Fin for Ecommerce uses the same pricing model as Fin for Service. It’s priced at $0.99 per resolution (USD). A resolution is counted when: Fin answers a customer’s question using your content or Shopify data The customer does not provide negative feedback The conversation does not require further follow-up This applies to both support queries and shopping interactions. Examples of ecommerce resolutions: Support q… [excerpt]
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How is Fin for Ecommerce charged? Fin for Ecommerce uses the same pricing model as Fin for Service. It’s priced at $0.99 per resolution (USD). A resolution is counted when: Fin answers a customer’s question using your content or Shopify data The customer does not provide negative feedback The conversation does not require further follow-up This applies to both support queries and shopping interactions. Examples of ecommerce resolutions: Support query: A customer asks about your returns policy. Fin answers using your knowledge base, and the customer is satisfied. → 1 resolution Product recommendation: A customer asks for products under $100. Fin recommends relevant items from your Shopify catalog. → 1 resolution Shopping journey: A customer asks for gift ideas. Fin recommends products, the customer clicks product cards, adds items to their cart, and proceeds to checkout. → Still 1 resolution Note: Actions like clicking products, adding to cart, or going to checkout happen after the resolution and do not incur additional charges.
[12] Fin AI Agent outcomes | Intercom HelpIntercom
https://www.intercom.com/help/en/articles/8205718-fin-ai-agent-outcomes
Retrieved 2026-10-22T21:48:36.059507+00:00
Outcome pricing You're only charged for one outcome per conversation, even if Fin takes multiple actions. Price per outcome Type of outcome Definition of outcome $0.99 Resolution No further help is requested after the last Al answer. $0.99 Procedure handoff Fin successfully executes a Procedure that you've configured to end in a handoff to a human or a workflow. $0.99 Disqualification Fin determines that a prospect doesn't match your qualificatio… [excerpt]
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Outcome pricing You're only charged for one outcome per conversation, even if Fin takes multiple actions. Price per outcome Type of outcome Definition of outcome $0.99 Resolution No further help is requested after the last Al answer. $0.99 Procedure handoff Fin successfully executes a Procedure that you've configured to end in a handoff to a human or a workflow. $0.99 Disqualification Fin determines that a prospect doesn't match your qualification criteria and disqualifies them accordingly. $9.99 Qualification Fin matches a prospect to the qualification criteria you defined and routes them accordingly. $0.99 Self-serve routing Fin matches a prospect to a routing outcome marked as Self-serve — for example, directing them to sign up for a trial. Billed at the lower rate, separate from full-rate qualifications. Note: The pricing above applies to Fin over chat and email when used with Intercom. For Fin Voice, high-volume pricing, or specialized needs, contact Sales. Fin is available 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. View pricing Resolution definition A resolution is a type of outcome that is counted when, following Fin’s last answer in a conversation, the customer either confirms the answer was satisfactory (confirmed resolution), or exits the conversation without requesting further assistance (assumed resolution). Customers can confirm a resolution by: Entering an affirmative response such as 'Ok thanks', 'That helped' etc. Customers can request further assistance by: Entering a response that indicates their issue is not resolved, such as follow-up questions or requests to speak with a person. Note: A resolution is only counted when Fin provides an actual answer to a customer's query. If Fin merely responds to a greeting, this is not considered an answer or resolution. If a conversation is considered resolved (confirmed or assumed), but the customer later returns to the same conversation seeking further assistance (even across billing periods) that resolution will be deducted and not charged.