Intercom Fin
Intercom Fin (Fin AI Agent)
Provider: Intercom R&D Unlimited Company / Intercom, Inc. · Based in: Intercom R&D Unlimited Company, 124 St Stephen's Green, Dublin 2, DC02 C628, Ir… · Provider website
- Plan
- 1
- Sources
- 10
- As of
- 18 Oct
As of 18 Oct 2026. Based on our research on this date and the process described in the methodology. No guarantee of accuracy, not legal advice. The provider’s current documents take precedence. Found an error? Report a correction.
Incomplete. 5 points could not be verified in any provider source (see open points). This does not mean the matter is unproblematic; it means we have not checked it.
At a glance
- Hosting
- EU option: Intercom Helpdesk Essential / Advanced / Expert with Fin
- Training on inputs
- opt-out available: Intercom Helpdesk Essential / Advanced / Expert with Fin
- DPA
- yes: Intercom Helpdesk Essential / Advanced / Expert with Fin
- Provider
- Intercom R&D Unlimited Company / Intercom, Inc.
- Based in
- Intercom R&D Unlimited Company, 124 St Stephen's Green, Dublin 2, DC02 C628, Ireland; Intercom, Inc. (Delaware), 55 2nd Street, 4th Fl., San Francisco, CA 94105, USA (q3)
Values from 1 plan, each listed with the plans it applies to. Details and evidence are in the plan table.
Compare Intercom Fin
Compare with another toolCompared plan by plan with other tools in the category Business software:
Details per plan
Short values per plan. Click a feature to open the evidence and notes for all plans; sources with retrieval dates are under “Evidence”.
| Feature | Intercom Helpdesk Essential / Advanced / Expert with FinCompare Intercom Fin Intercom Helpdesk Essential / Advanced / Expert with Fin with another tool |
|---|---|
| several tiers | |
| Details: Price | Intercom Helpdesk: Essential 19 USD, Advanced 85 USD, Expert 132 USD per seat per month with annual billing; 29 USD, 99 USD, 139 USD with monthly billing (pricing page; Lite seats free of charge). AI surcharge separate: Fin AI Agent 0.99 USD per outcome ('outcome'), qualifications 9.99 USD; with a third-party helpdesk, minimum purchase of 50 outcomes per month; Copilot 29 USD (annual billing) or 35 USD (monthly billing) per user per month; Pro add-on from 100 USD per workspace per month (Intercom and Fin pricing pages; USD only; net/gross not stated) |
| yes | |
| Details: AI features included | yes (Fin AI Agent usable in all plans; base fee 0 USD; billing per outcome) |
| yes | |
| Details: DPA | yes (Data Processing Addendum, Effective 2025-04-09, including standard contractual clauses) Provider’s DPA |
| opt-out available | |
| Details: Training on inputs | Security page: 'Fin trains only on your knowledge and Procedures, never on data you haven't approved, and you can opt out of fine-tuning anytime, with data deleted within 30 days.' FAQ on the Security page: 'Fin can use anonymized customer data for model fine-tuning'; opt-out at any time. Security page also: 'Fin Apex 2.0 is grounded in your knowledge base and post-trained on Fin's own production data'; third-party AI 'contractually barred from training on your data, with zero retention once a response is generated'. The Product Privacy Notice contains no statement on training; how the opt-out is exercised is not described there or in the help centre. |
| DPA Section 10: deletion on written… | |
| Details: Data retention | DPA Section 10: deletion on written request 'within a maximum period of 30 days'; without a request, automatic deletion '180 days after the termination or expiration of this Agreement'; backups deleted after 14 days. Security page: opt-out of fine-tuning with deletion within 30 days; third-party AI without retention after the response. Fin Memory (help centre): recent messages and summaries 45 days, facts 180 days, then automatic deletion. Retention of ongoing conversations during the contract term: not publicly documented. |
| EU option | |
| Details: Hosting | Sub-processor list (2026-06-25): for customers with EU data hosting, AWS is in Dublin (eu-west-1), Snowflake in Ireland; AI processing by OpenAI, Google, Microsoft, Eleven Labs and Cartesia located in the 'EU' (Anthropic not listed in the EU section). Help centre: 'Regional Data Hosting is only available to new workspaces on the Advanced and Expert plans'; only with a contract ('available to customers on a contract'), via sales; no migration of existing workspaces, conversations cannot be transferred; surcharge not stated. Regional Data Hosting Addendum (2024-03-08): account management, support and individual features may be processed outside the EU. Default: USA. |
| list available | |
| Details: Sub-processors |
|
| 10 sources | |
| Details: Sources with retrieval date |
|
Compare Intercom Fin Intercom Helpdesk Essential / Advanced / Expert with Fin with another tool
Price and scope
- several tiers
Intercom Helpdesk: Essential 19 USD, Advanced 85 USD, Expert 132 USD per seat per month with annual billing; 29 USD, 99 USD, 139 USD with monthly billing (pricing page; Lite seats free of charge). AI surcharge separate: Fin AI Agent 0.99 USD per outcome ('outcome'), qualifications 9.99 USD; with a third-party helpdesk, minimum purchase of 50 outcomes per month; Copilot 29 USD (annual billing) or 35 USD (monthly billing) per user per month; Pro add-on from 100 USD per workspace per month (Intercom and Fin pricing pages; USD only; net/gross not stated)
- yes
yes (Fin AI Agent usable in all plans; base fee 0 USD; billing per outcome)
Contract and data use
- yes
yes (Data Processing Addendum, Effective 2025-04-09, including standard contractual clauses)
Provider’s DPA- opt-out available
Security page: 'Fin trains only on your knowledge and Procedures, never on data you haven't approved, and you can opt out of fine-tuning anytime, with data deleted within 30 days.' FAQ on the Security page: 'Fin can use anonymized customer data for model fine-tuning'; opt-out at any time. Security page also: 'Fin Apex 2.0 is grounded in your knowledge base and post-trained on Fin's own production data'; third-party AI 'contractually barred from training on your data, with zero retention once a response is generated'. The Product Privacy Notice contains no statement on training; how the opt-out is exercised is not described there or in the help centre.
- DPA Section 10: deletion on written…
- DPA Section 10: deletion on written request 'within a maximum period of 30 days'; without a request, automatic deletion '180 days after the termination or expiration of this Agreement'; backups deleted after 14 days. Security page: opt-out of fine-tuning with deletion within 30 days; third-party AI without retention after the response. Fin Memory (help centre): recent messages and summaries 45 days, facts 180 days, then automatic deletion. Retention of ongoing conversations during the contract term: not publicly documented.
Hosting and sharing
- EU option
Sub-processor list (2026-06-25): for customers with EU data hosting, AWS is in Dublin (eu-west-1), Snowflake in Ireland; AI processing by OpenAI, Google, Microsoft, Eleven Labs and Cartesia located in the 'EU' (Anthropic not listed in the EU section). Help centre: 'Regional Data Hosting is only available to new workspaces on the Advanced and Expert plans'; only with a contract ('available to customers on a contract'), via sales; no migration of existing workspaces, conversations cannot be transferred; surcharge not stated. Regional Data Hosting Addendum (2024-03-08): account management, support and individual features may be processed outside the EU. Default: USA.
- list available
- Amazon Web Services (hosting; default USA, with EU hosting Dublin, Ireland, region eu-west-1)
- Snowflake (data warehouse and AI processing; default USA, with EU hosting Ireland)
- AI default: OpenAI, Anthropic, Google, Microsoft (each USA); with EU hosting: OpenAI, Google, Microsoft (EU), Anthropic not listed
- Text-to-speech: Eleven Labs, Cartesia (default USA, with EU hosting EU)
- PlanetScale, Ably Realtime and others (USA)
Evidence
- 10 sources
- PricingPricing page, retrieved 14 Oct 2026
- Fin AI Agent PricingPricing page, retrieved 14 Oct 2026
- Privacy Policy (Effective 2026-08-21)Privacy notice, retrieved 14 Oct 2026
- Data Processing Addendum (Effective 2025-04-09)DPA, retrieved 18 Oct 2026
- Subprocessors List (Effective 2026-06-25)Sub-processor list, retrieved 14 Oct 2026
- SecurityTrust Center, retrieved 18 Oct 2026
- Regional Data Hosting Addendum (Effective 2024-03-08)DPA, retrieved 18 Oct 2026
- Fin's Trust CenterTrust Center, retrieved 18 Oct 2026
- Regional Data HostingHelp centre, retrieved 18 Oct 2026
- Fin memoryHelp centre, retrieved 18 Oct 2026
not documentedmeans: not publicly documented, not verifiable in any provider source. It does not mean “no”.
Third-country transfers
DPA (Effective 2025-04-09) contains the standard contractual clauses and the UK Addendum; according to the DPA, the SCCs only apply if the EU-U.S. Data Privacy Framework ceases to apply. Privacy policy (Effective 2026-08-21): Intercom participates in the EU-U.S., UK and Swiss DPF; transfers are based on the DPF, SCCs or the UK IDTA. With EU hosting, hosting and data warehouse run in Ireland, AI sub-processors (except Anthropic, not listed there) located in the EU (q5).
- Privacy Policy (Effective 2026-08-21) (Privacy notice), retrieved 14 Oct 2026
- Data Processing Addendum (Effective 2025-04-09) (DPA), retrieved 18 Oct 2026
- Subprocessors List (Effective 2026-06-25) (Sub-processor list), retrieved 14 Oct 2026
Certifications (as stated by the provider)
Security page: SOC 2 Type II, ISO 27001, ISO 27701, ISO 42001 (AI management system), the FAQ additionally lists ISO 27018 and HIPAA; Fin AI Agent additionally 'AIUC-1 certified'. The Trust Center (trust.intercom.com) additionally lists ISO/IEC 42001:2023, HDS, CSA STAR and CSA Star for AI; SOC 2 Type 2 report, ISO certificates, AIUC-1 report and penetration tests only after an access request, not reviewed.
- Security (Trust Center), retrieved 18 Oct 2026
- Fin's Trust Center (Trust Center), retrieved 18 Oct 2026
AI Act
Functions: Fin AI Agent (chat, email, voice, social, Slack), Fin for Service/Sales/Ecommerce/Success, Procedures and simulations, Operator Agent, Intercom Helpdesk Copilot (Fin pricing page, security page).
Provider’s statement: The Trust Center (trust.intercom.com) lists 'EU AI ACT' under compliance and the document 'Fin and the AI Act' ('Overview of the EU AI Act and how it relates to Fin'), available only after an access request; content not reviewed. Security page: ISO 42001 and AIUC-1 for Fin; Fin escalates to humans when uncertain.
Classification (for review, not legal advice): For review: customer typically deployer (Art. 3(4) AI Act). Chatbots/AI agents facing end users touch on transparency obligations under Art. 50; use in customer service must be reviewed depending on the use case. Some of the models come from third-party providers. Not legal advice.
- Fin AI Agent Pricing (Pricing page), retrieved 14 Oct 2026
- Security (Trust Center), retrieved 18 Oct 2026
- Fin's Trust Center (Trust Center), retrieved 18 Oct 2026
Current notes 2026
Sub-processor list 2026-06-25 with a separate section for EU data hosting, privacy policy 2026-08-21, DPA 2025-04-09, Regional Data Hosting Addendum 2024-03-08. Fin is billed per outcome (0.99 USD); the pricing page mentions a 14-day trial without a credit card.
Open points of the review
- Retention of conversations during the contract term (default periods, settings) not documented; only deletion periods after the end of the contract and for Fin Memory are evidenced.
- Training: how the opt-out of fine-tuning is exercised is not described; the scope of the post-training of Fin Apex 2.0 on 'Fin's own production data' (whether customer data from other workspaces) is not explained.
- Surcharge for regional data hosting not stated (Advanced/Expert with a contract only, via sales).
- Certification reports and the document 'Fin and the AI Act' in the Trust Center only after an access request; not reviewed.
- Transfer impact assessment not publicly available (intercom.com/legal/transfer-impact-assessment returns 404).
Frequently asked questions
Where does Intercom Fin store data?
EU hosting selectable (plans: Intercom Helpdesk Essential / Advanced / Expert with Fin). According to the provider, as of 18 Oct 2026.
Is there a DPA for Intercom Fin?
yes in: Intercom Helpdesk Essential / Advanced / Expert with Fin. According to the provider, as of 18 Oct 2026.
Does Intercom Fin use inputs for AI training?
opt-out available in: Intercom Helpdesk Essential / Advanced / Expert with Fin. According to the provider, as of 18 Oct 2026.
Where is the provider based?
Intercom R&D Unlimited Company, 124 St Stephen's Green, Dublin 2, DC02 C628, Ireland; Intercom, Inc. (Delaware), 55 2nd Street, 4th Fl., San Francisco, CA 94105, USA. According to the provider, as of 18 Oct 2026.
All sources
- 01PricingPricing page · retrieved 14 Oct 2026
- 02Fin AI Agent PricingPricing page · retrieved 14 Oct 2026
- 03Privacy Policy (Effective 2026-08-21)Privacy notice · retrieved 14 Oct 2026
- 04Data Processing Addendum (Effective 2025-04-09)DPA · retrieved 18 Oct 2026
- 05Subprocessors List (Effective 2026-06-25)Sub-processor list · retrieved 14 Oct 2026
- 06SecurityTrust Center · retrieved 18 Oct 2026
- 07Regional Data Hosting Addendum (Effective 2024-03-08)DPA · retrieved 18 Oct 2026
- 08Fin's Trust CenterTrust Center · retrieved 18 Oct 2026
- 09Regional Data HostingHelp centre · retrieved 18 Oct 2026
- 10Fin memoryHelp centre · retrieved 18 Oct 2026
More tools in Business software with an EU hosting option (in at least one plan)
- DATEV AI features · Based in: Paumgartnerstraße 6-14, 90429 Nürnberg, Germany
- HubSpot Breeze AI · Based in: Cambridge, MA, USA
- Lexware Office · Based in: Munzinger Straße 9, 79111 Freiburg, Germany. Contracting party and processor according to the DPA and privacy notice: Haufe Service Center GmbH
- Make · Based in: Celonis, Inc., One World Trade Center, 87th Floor, New York, NY 10007, USA
All tools in Business software · Tools with an EU hosting option
Further reading
All tools in the category: Business software. Intercom Fin has at least one plan with an EU hosting option; see also AI tools with an EU hosting option. Figures across all tools: Data report.