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Fin is Intercom's customer service agent. It reads your help centre, past conversations and connected internal documents, then answers customer questions in chat, email, phone and messaging channels without a person picking up the thread. When a request needs an account change or refund, it can call connected systems to act rather than only reply, and it hands off to a human with the full transcript when it gets stuck. Setup indexes existing content, and Fin reports resolution rates and gaps in the knowledge base. Billing combines per-seat plans with a charge per resolved conversation.