A guide to the Intercom Resolution Bot: Features, pricing, and limitations

If you’re in the customer service world, you’ve definitely heard of Intercom. It's a beast of a platform for talking to customers. So, it was no surprise when they jumped into AI with their own chatbot, which you might know as the Intercom Resolution Bot. These days, they call it the Fin AI Agent.

You're probably here because you're looking for a way to stop answering the same questions over and over and give your support team a bit of a break. You're in the right place. This guide gives you a straight-up look at what Intercom's bot can do, how that pricing really works, and where you might hit a few bumps in the road.

We’ll also dig into the biggest headache for a lot of teams: that per-resolution pricing model. It can make your monthly bill a total guessing game, which is why a lot of folks are looking for more flexible AI tools instead.

What is the Intercom Resolution Bot?

The Intercom Resolution Bot was Intercom's first big swing at AI-powered customer support. The idea was pretty straightforward: automatically answer common customer questions so your team’s inbox doesn’t get completely flooded.

As I mentioned, the tech has since been rebranded and upgraded into what’s now called the "Fin AI Agent." The name changed, but the core function is the same. The bot connects to your knowledge base (usually an Intercom help center) and uses that info to spit out answers right inside the chat widget.

Think of it as your front line. A customer asks, "How do I reset my password?" or "What's your return policy?" and the bot quickly scans your articles to find the right answer. The main draw is offering 24/7 help for those simple, repetitive questions, which frees up your human agents for the more complex, head-scratcher issues.

A website's homepage featuring the Intercom Resolution Bot's chat messenger engaging a customer.

Key features of the Intercom Resolution Bot

Before we get into the downsides, it’s only fair to say that Intercom's bot has some genuinely handy features. Here’s a quick rundown of what it can do.

Proactive answer suggestions

This is actually a pretty clever feature. As a customer starts typing their question, the bot tries to guess what they're asking and suggests a relevant help article before they even hit send. It’s a nice touch that can get customers an answer faster and, hopefully, lead them to a question the bot can actually handle.

Multilingual support

If you have customers all over the world, language can be a huge hurdle. Intercom’s bot helps out by supporting several languages, like Spanish, French, German, and a few others. It figures out the user’s browser language and tries to respond in the same one. This helps you offer a more local feel without needing a support agent who speaks six languages on call at all times.

Targeted answers based on customer data

A one-size-fits-all answer doesn't always cut it. The bot can be set up to give different answers based on the customer data you have stored in Intercom. For example, a customer on your "Pro" plan might see a different answer about a feature than someone on the "Starter" plan. It adds a bit of personalization that can make the whole automated chat feel a little less robotic.

Handoffs and reporting

Let's be real, a bot can't solve everything. When it gets stuck, there's a workflow that passes the conversation over to a human agent. The handoff is pretty smooth and happens in the same chat window, so it doesn't feel too clunky for the customer. On the backend, you get reports that show how the bot is doing. You can look at things like how many issues it solved and which answers are performing well.

A screenshot of the Intercom Resolution Bot reporting dashboard showing CSAT scores and other key metrics.

Understanding the pricing model

Okay, this is where it gets a little tricky for a lot of teams. The price for Intercom's AI isn't just a flat fee. It’s tied directly to how well the bot performs, which sounds great on paper but can lead to some sticker shock.

Intercom charges $0.99 for every single resolution the bot gets. This is on top of your regular Intercom plan, which already includes a per-seat cost for your agents.

So, what’s a "resolution"? Intercom says it's one of two things: the customer clicks the "That helped" button, or they just leave the chat after the bot's last message without asking to talk to a person.

This pay-per-resolution model means your AI costs go up as your support volume goes up. If you have a busy week and the bot deflects a thousand common questions, you’ve just added almost $1,000 to your bill.

Here’s a rough idea of what you’d be paying on top of their platform fees:

Plan	Per Seat/Mo (Annual)	Per Fin Resolution	Best For
Essential	$29	$0.99	Individuals & startups
Advanced	$85	$0.99	Growing support teams
Expert	$132	$0.99	Large support teams

The main problem here is the unpredictability. A product update, a small bug, or a marketing campaign that goes viral can all lead to a huge spike in simple questions. The bot might handle them all perfectly, but every single one of those wins costs you a dollar. This makes budgeting for support a real nightmare, which is a common complaint you'll see from users online.

Where the Intercom Resolution Bot falls short

While Intercom’s AI is a decent place to start, many growing teams find themselves hitting a wall. The problems go beyond just the price and start to touch on how smart the bot really is and how it fits with the rest of your tools.

The pay-more-as-you-succeed pricing

Let's just say it: paying more because your AI is doing a good job feels completely backward. You spend all this time building an amazing knowledge base to be more efficient, and your reward is... a bigger bill? It just doesn't add up.

Most modern AI platforms are heading in the opposite direction. For example, eesel AI offers a predictable, flat monthly rate. You know exactly what you're paying, no matter how many questions your AI answers. This lets you scale up your automated support without sweating over a surprise invoice.

Limited learning sources

Intercom's bot mostly learns from your official help center articles. That's a fine starting point, but it ignores the goldmine of information sitting in your past support conversations. The bot doesn't really "learn" from the thousands of tickets your team has already resolved.

This is a huge missed opportunity. A tool like eesel AI is built to pull knowledge from everywhere. It doesn't just look at your help center. It learns from past tickets, internal wikis in Confluence, documents in Google Docs, and even messages in Slack. This gives the AI a much richer understanding of your customers' actual problems, so it can give much better answers.

This workflow shows how the Intercom Resolution Bot learns from one place, while other AIs learn from many sources.

A closed ecosystem

To get the most out of the Resolution Bot, you have to be fully committed to the Intercom ecosystem. It’s built to work inside its own walled garden. If your team relies on other tools or you aren't ready to move your entire support setup, you're pretty much stuck.

A more flexible option is an AI that works with the tools you already use. eesel AI plugs right into your existing helpdesk, whether that’s Intercom, Zendesk, or Freshdesk. You get a smarter AI without having to do a painful and expensive migration.

No way to safely test it out

Turning on a customer-facing AI bot can be a bit nerve-wracking. What if it starts giving out weird or just plain wrong answers? You could end up frustrating customers and looking silly. You really need a way to test it without any risk.

This is where a feature like eesel AI's simulation mode is a lifesaver. Before the AI talks to a single real customer, you can run it against thousands of your old tickets in a safe environment. You get to see exactly how it would have answered, get solid predictions on its resolution rate, and tweak its settings. This lets you go live with confidence, knowing your AI is actually ready to help.

A better approach: Leveling up Intercom with eesel AI

Instead of ripping out Intercom, think of eesel AI as a smarter engine you can drop right into your current setup. It’s built to solve the very problems that hold back the built-in bots.

Here’s how it tackles each of those challenges:

• Predictable Pricing: You can finally say goodbye to that unpredictable per-resolution bill. eesel AI has a straightforward flat-rate subscription, so you know what you’re paying each month, period.

• Unified Knowledge: Why box your AI in with just help articles? Connect it to everything: past tickets, internal docs, Slack conversations, you name it. This gives your AI the context it needs to solve tricky problems, not just the easy ones.

• Seamless Integration: You can get eesel AI running in just a few minutes. It plugs right into your helpdesk without forcing you to change your workflows or switch platforms.

• Confident Deployment: The simulation mode lets you test, tweak, and launch your AI without any risk. You can see exactly how it will perform on real customer questions and make sure it's ready from day one.

More than just closing tickets

The Intercom Resolution Bot (or Fin) is a decent tool for handling the basics. It can definitely take some of the repetitive questions off your team's plate. But for growing teams, its pricing model, limited knowledge sources, and lack of a safe testing space can become major blockers.

Good AI support should do more than just close a ticket. It should tap into the collective knowledge of your entire company to give genuinely helpful, context-aware answers. If you’re looking for a more powerful, flexible, and affordable AI that plays nice with the tools you already have, it might be time to look beyond the built-in option.

Ready to see what a smarter AI can do for your team?

Check out how eesel AI works with Intercom to give better answers with pricing that actually makes sense. You can even try it for free.