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Hay.chat vs Fin (formerly Intercom Fin):
Different Approaches to AI Pricing
Published · Updated
The main difference between Hay.chat and Fin is that Fin charges $0.99 per outcome, while Hay.chat is one flat monthly plan with resolutions included.
On 12 May 2026, Intercom renamed the company Fin, after its AI agent, and Salesforce completed its acquisition of Fin on 10 September. The helpdesk is still called Intercom. Fin charges per outcome. Hay.chat offers flat monthly pricing with resolutions included. The right choice depends on your volume and your stack.
Fin vs Hay.chat: Feature Comparison
| Feature | Fin | Hay.chat |
|---|---|---|
| Pricing Model | $0.99 per outcome | Flat monthly + included resolutions |
| Budget Predictability | No | Yes |
| AI That Executes Actions | Yes | Yes |
| Plain-Language Instructions | Yes (Procedures) | Yes (playbooks) |
| Pre-built WooCommerce Actions | No | Yes |
| Visual Flow Builder | Yes | No |
| Human approval of AI replies | No | Yes |
| Minimum Cost (with AI) | $49/mo (50 outcomes included) | €50/mo (500 resolutions) |
| Per-Seat Fees | None standalone; Intercom seats from $29 | None |
| Shopify Integration | Yes | Yes |
| Zendesk Integration | Yes | Yes |
| WooCommerce Integration | Custom connector only | Full read/write |
| Custom Actions via API | Yes | Yes |
| Confidence-Based Escalation | Yes | Yes |
| Audit Trail | Yes | Yes |
| Multi-Language Support | Yes | Yes |
| Self-Host Option | No | Yes |
Fin pricing as of October 2026, from its public pricing page. Hay.chat prices are from our pricing page and change only with notice.
Pricing: The Real Cost Breakdown
Understanding how costs compare at different volume levels
Fin
Fin bills per outcome: resolutions, Procedure handoffs and routings at $0.99 each, and qualified leads at $9.99. Costs scale with volume. Running Fin inside the Intercom helpdesk adds seats on top.
Hay.chat
Predictable monthly cost. At 3,000 resolutions you pay €135 plus 1,000 extra at €0.20 each, still about 88% less than Fin.
Real-World Scenario: 5,000 Monthly AI Resolutions
Fin Cost
$4,949.50/month
$49 base with 50 outcomes, plus 4,950 more at $0.99, standalone with no seats
Hay.chat Cost
€725/month
Growth plan with 20,000 included resolutions
About 84% less with Hay.chat
| Outcomes a month | Fin ($49 base with 50 included, then $0.99 each) | Hay.chat |
|---|---|---|
| 500 | $494.50 | €50 on Solo (500 included) |
| 2,000 | $1,979.50 | €135 on Starter (2,000 included) |
| 5,000 | $4,949.50 | €725 on Growth (20,000 included) |
Fin prices from fin.ai/pricing and Fin's help center, read 20 October 2026. Fin figures are standalone, with no Intercom helpdesk seats. Inside Intercom, seats start at $29 a month. One outcome is billed per conversation at most.
Want the full breakdown of Intercom's bills? Read Intercom Fin pricing in 2026.
Key Differences That Matter
Pricing Philosophy
Fin
Fin bills $0.99 per outcome (a resolution, a Procedure handoff or a routing) and $9.99 per qualified lead. Used standalone, it sits on a $49 base plan with 50 outcomes included. Costs track demand, which suits very low or very spiky volume.
Hay.chat
Flat monthly pricing with included resolutions means predictable costs regardless of volume. Overages are charged at a lower per-resolution rate than Fin's outcome price.
Above about 60 resolutions a month, Hay.chat's flat plan costs less, and at 2,000 it's about 92% less. Teams with very low volume may prefer Fin's pay-per-outcome model.
Configuration Approach
Fin
Fin is configured with Procedures, natural-language instructions that can call data connectors, plus Intercom's Workflows builder. Actions run through data connectors: templates for some platforms, custom API connectors for the rest.
Hay.chat
Plain-language playbooks with pre-built actions. Shopify, WooCommerce and Stripe actions (order lookups, refunds, address changes) are ready to @-mention, with no connector setup.
Both let support managers write instructions in plain language. Hay.chat's difference is that the store actions come ready-made, including on WooCommerce.
AI Control & Safety
Fin
Fin 3 introduced 'Procedures' for deterministic control and 'Simulations' for testing. However, by default Fin is autonomous - you configure guardrails after deployment.
Hay.chat
Approval mode holds every AI reply for a person to approve, edit or block until you're confident. Confidence thresholds automatically route uncertain queries to humans. Safety first, autonomy earned.
Teams nervous about AI making mistakes find Hay.chat's default-to-human approach less risky during initial deployment.
Integration Depth
Fin
Fin runs inside the Intercom helpdesk or on top of others, including a native Zendesk integration, with no seats needed when standalone. Since Salesforce's acquisition, it also sits alongside Salesforce's Agentforce.
Hay.chat
Native Zendesk, Shopify, WooCommerce, Stripe and more, with actions ready to use. Or run Hay.chat on its own web chat, WhatsApp and email channels.
Both work on Zendesk. Hay.chat goes deeper on e-commerce, especially WooCommerce, where Fin needs a custom connector.
Target Customer
Fin
SaaS companies, product-led teams and enterprises, many already on Intercom, Zendesk or Salesforce.
Hay.chat
Shopify and WooCommerce stores, from founder-run shops to support teams handling a few thousand tickets a month, who want AI that takes actions on a flat monthly price.
When to Choose Each Platform
Choose Fin if:
- You're already deeply invested in the Intercom helpdesk
- You're on Salesforce and want an agent that sits alongside Agentforce
- You need product tours, onboarding, and marketing automation alongside support
- You want a single platform for all customer engagement
- Your volume is very low (under about 60 resolutions a month)
Choose Hay.chat if:
- You need predictable monthly costs for budgeting
- You run a Shopify or WooCommerce store and want refunds and order changes handled without building connectors
- You want to configure AI automation without engineering help
- You handle hundreds or thousands of resolutions a month, where per-outcome pricing adds up
- You want EU hosting, or the option to self-host
- You want to be live in days, not weeks
Switching from Fin to Hay.chat
Moving from Fin to Hay.chat is mostly a matter of moving your knowledge and rewriting your Procedures as playbooks. If you're on Zendesk, Hay.chat connects to it directly.
Connect Your Data Sources
Link Hay.chat to your store (Shopify, WooCommerce) and, if you use it, Zendesk. This takes about 10 minutes per integration.
Import Your Knowledge Base
Upload your existing help articles, FAQs, and policy documents. Hay.chat indexes them in minutes, not days.
Configure Playbooks
Translate your Fin Procedures into Hay.chat's plain-language playbooks. Most teams complete this in an afternoon.
Run in Parallel
Start with Hay.chat in 'approval required' mode alongside Fin. Compare responses and refine your playbooks.
Gradual Cutover
Increase Hay.chat's autonomy as confidence grows. Most teams are fully migrated within 2 weeks.
Timeframe: Most teams are handling live traffic with Hay.chat within 1-2 weeks of starting migration.
Intercom Fin resolution rate in 2026
Fin's published resolution rate in 2026 is 76%, averaged across more than 12,000 customers, according to the fin.ai homepage (as of October 2026). Fin repeated the figure in its 10 September 2026 post on the Salesforce acquisition. It's Fin's own average, measured by Fin's own definition of resolved.
Look at what that definition counts. Fin's help center treats a conversation as resolved if the customer confirms the answer helped, or leaves without asking for more help, and going quiet for 24 hours after Fin's last reply counts as leaving. And since mid-2026 (Fin rolled the change out between 25 June and 3 August, per its help article updated 31 August 2026), conversations Fin labels Fin Constrained drop out of the calculation, which raises the reported rate.
That matters for pricing per resolution, because an assumed resolution is billed like a confirmed one, at $0.99 per outcome. Fin's pricing page sets a 50-outcome monthly minimum (as of October 2026), so the first 50 outcomes cost about $49 a month, then $0.99 each. At a 76% rate, 2,000 conversations give about 1,520 resolutions, or roughly $1,505 a month, before the handoffs and routings Fin also bills as outcomes.
Hay.chat counts differently. Only conversations Hay.chat resolves itself count toward your plan, and anything it hands to your team doesn't. Starter includes 2,000 resolutions for €135 a month. Approval mode holds its replies for a person to review, not its actions; what the agent may do on its own is set in your playbooks. We don't publish an average resolution rate, because yours depends on your playbooks and your ticket mix.
Weighing Chatwoot vs Intercom Fin instead? Chatwoot's Captain AI comes with monthly credits on per-agent Cloud plans rather than a per-outcome price (chatwoot.com/pricing, as of October 2026). Hay.chat vs Chatwoot covers the rest, including running Hay.chat inside your Chatwoot inbox.
Frequently asked questions
The Bottom Line
Fin is a sophisticated AI agent, now owned by Salesforce, built for teams who are comfortable with costs that scale per outcome.
Hay.chat is for Shopify and WooCommerce stores that want predictable budgets and store actions that work out of the box, without building connectors. Above a few dozen resolutions a month, it costs a fraction of Fin's per-outcome bill.