# Decagon vs Fin by Intercom

**Leader by Vioscale score:** Fin by Intercom

| Attribute | Decagon | Fin by Intercom |
|---|---|---|
| **Vioscale score** | 46.3 (40% (low)) | 74.3 (76% (high)) |
| deployment.options | `{"cloud":true}` | `{"cloud":true}` |
| description.long | A conversational AI platform for enterprises that deploys intelligent agents across multiple customer service channels using natural-language workflow definitions, enabling business teams to build and optimize customer interactions without engineering bottlenecks. | Intercom is a support platform that integrates an AI agent (Fin) natively with human support tools, enabling teams to handle customer inquiries through email, chat, phone, WhatsApp, and social media from a single inbox. The AI agent automatically resolves issues, with complex cases handed off to human agents with full context. |
| features.capabilities | `{"soc2_type_ii":true,"pricing_model":"pay_per_successful_resolution","deployment_model":"native_helpdesk_platform_feature","pii_redaction_before_llm_processing":true,"gdpr_and_ccpa_customer_data_compliance":true,"omnichannel_deployment_web_whatsapp_sms":true,"analytics_dashboard_for_deflection_rate_roi":true,"dynamic_rag_from_help_center_and_past_tickets":true,"automated_ticket_tagging_and_sentiment_routing":true,"live_agent_handoff_with_full_conversation_context":true,"api_action_execution_for_refunds_and_order_updates":true,"brand_tone_guardrails_and_anti_hallucination_rules":true}` | `{"iso_27001":true,"soc2_type_ii":true,"pricing_model":"tiered_subscription","deployment_model":"native_helpdesk_platform_feature","generative_ai_llm_answers":true,"knowledge_base_scraping_ingestion":true,"transactional_api_actions_in_chat":true,"multilingual_real_time_translation":true,"omnichannel_whatsapp_sms_deployment":true,"gdpr_and_ccpa_customer_data_compliance":true,"omnichannel_deployment_web_whatsapp_sms":true,"seamless_human_agent_escalation_handoff":true,"dynamic_rag_from_help_center_and_past_tickets":true,"automated_ticket_tagging_and_sentiment_routing":true,"hallucination_guardrails_and_grounding_controls":true,"live_agent_handoff_with_full_conversation_context":true,"multi_language_auto_translation_without_new_models":true}` |
| integrations.count | 7 | 350 |
| integrations.list | `[{"name":"AWS Marketplace"},{"name":"Amazon Connect"},{"name":"Okta"},{"name":"Microsoft Entra"},{"name":"OpenAI"},{"name":"Anthropic"},{"name":"Google DLP"}]` | `[{"name":"Intercom Helpdesk"},{"name":"Salesforce Service Cloud"},{"name":"HubSpot Service Hub"},{"name":"Freshdesk"},{"name":"Freshchat"},{"name":"Slack"},{"name":"Jira"},{"name":"Discord"},{"name":"Salesforce"},{"name":"Stripe"}]` |
| market.availability | - | `{"hqCountry":"IE","primaryMarkets":["US","GB"],"availabilityScope":"global","availableCountries":[],"notAvailableCountries":[]}` |
| platform.support | `{"web":true}` | `{"ios":true,"web":true,"android":true}` |
| pricing | `{"type":"usage","freeTier":false,"sourceUrl":"https://decagon.ai/glossary/what-is-resolution-based-pricing","retrievedAt":"2026-08-21T11:05:44.933Z"}` | `{"type":"hybrid","plans":[{"free":false,"name":"Essential","summary":"$29/seat/month","features":["Fin AI Agent","Shared inbox and ticketing","Public help center","Unlimited live chat, support email, in-app chats, banners, tooltips"],"commitment":"monthly","components":[{"kind":"per_unit","unit":"seat","amount":29,"period":"month","currency":"USD"}],"description":"For individuals, startups, and small businesses","contactSales":false},{"free":false,"name":"Advanced","summary":"$85/seat/month plus 20 free Lite seats","features":["Multiple team inboxes","Workflows automation builder","Private and multilingual help center","20 free Lite seats","Unlimited live chat, support email, in-app chats, banners, tooltips"],"commitment":"monthly","components":[{"kind":"per_unit","unit":"seat","amount":85,"period":"month","currency":"USD"}],"description":"For growing support teams","contactSales":false,"includedLimits":{"lite_seats":"20 free"}},{"free":false,"name":"Expert","summary":"$132/seat/month plus 50 free Lite seats","features":["Multiple team inboxes","Workflows automation builder","Private and multilingual help center","50 free Lite seats","SSO and identity management","HIPAA support","Service level agreements (SLAs)","Multibrand messenger/help center","Unlimited live chat, support email, in-app chats, banners, tooltips"],"commitment":"monthly","components":[{"kind":"per_unit","unit":"seat","amount":132,"period":"month","currency":"USD"}],"description":"For large support teams requiring collaboration, security, and multibrand features","contactSales":false,"includedLimits":{"lite_seats":"50 free"}}],"addOns":[{"name":"Copilot & AI Auto-translation","components":[{"kind":"per_unit","unit":"agent","amount":29,"period":"month","currency":"USD"}]},{"name":"Fin Pro","components":[{"kind":"fixed","amount":99,"period":"month","currency":"USD"}]},{"name":"Proactive Support Plus"},{"name":"Fin AI Agent (standalone, per outcome)","components":[{"per":{"qty":1,"unit":"resolved_conversation"},"kind":"metered","amount":0.99,"currency":"USD"}]}],"summary":"From $29/seat/month (Essential plan). Fin AI Agent usage at $0.99 per resolved conversation plus tiered subscription. Free trial for 14 days; free Lite seats included on higher plans.","currency":"USD","freeTier":true,"sourceUrl":"https://www.intercom.com/pricing","retrievedAt":"2026-08-21T12:46:01.068Z","freeTrialDays":14,"startingPrice":{"unit":"seat","amount":29,"period":"month","currency":"USD"},"billingPeriods":["month","year"]}` |
| pricing.free_tier | no | yes |
| pricing.model | commercial | freemium |
| pricing.price_level | unknown | mid |
| pricing.starting_price | - | `{"amount":29,"currency":"USD"}` |
| pricing.transparent | no | yes |
| reliability.sla_pct | - | 99.8 |
| security.disclosure_policy | yes | - |
| security.gdpr | yes | yes |
| security.hipaa | - | yes |
| security.iso27001 | yes | yes |
| security.soc2 | yes | yes |

## Capabilities (AI Customer Support Agents)

| Capability | Decagon | Fin by Intercom |
|---|:--:|:--:|
| **Capabilities** |  |  |
| Deployment model | Native helpdesk platform feature | Native helpdesk platform feature |
| API action execution for refunds and order updates | ✓ | - |
| Brand tone guardrails and anti hallucination rules | ✓ | - |
| Live agent handoff with full conversation context | ✓ | ✓ |
| Dynamic rag from help center and past tickets | ✓ | ✓ |
| Omnichannel deployment web whatsapp SMS | ✓ | ✓ |
| Automated ticket tagging and sentiment routing | ✓ | ✓ |
| Multi language auto translation without new models | - | ✓ |
| Analytics dashboard for deflection rate roi | ✓ | - |
| Pii redaction before LLM processing | ✓ | - |
| SOC2 type ii | ✓ | ✓ |
| GDPR and CCPA customer data compliance | ✓ | ✓ |
| Pricing model | Pay per successful resolution | tiered_subscription |

*Source: Vioscale. Generated 2026-09-01T15:05:09.880Z. "-" = undocumented, not absent.*