ReplyPen vs Fin (formerly Intercom) for customer email

Fin, formerly Intercom, answers customers on its own across chat, email, phone and messaging, inside a helpdesk such as Intercom or Zendesk. ReplyPen is for small businesses answering customer email in their own Gmail or Outlook: it writes a Draft in the thread, with a Check note showing what it used, and you send it. Fin charges $0.99 per outcome; ReplyPen charges €0.25 per conversation at launch.

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	Fin	ReplyPen
Where it works	In the Intercom helpdesk, or with Zendesk, Salesforce, HubSpot or Freshworks after a sales-assisted setup¹	In your own Gmail or Outlook. No helpdesk to move to.
How email reaches it	Your support address is forwarded or routed into the Intercom workspace, or arrives through a connected helpdesk^1,2	Connect the mailbox itself, including a shared address like support@
Who answers the customer	Fin replies from your domain. You can require review or approval before it replies to chosen emails.³	You send each Draft. Auto-send for kinds of email you choose is planned for a later version.
Where the facts come from	Help center articles, PDFs, snippets, past conversations and public websites¹	Your help center, your website and the replies you sent before
Showing what it used	Every email reply cites the source it used³	A Check note under every Draft lists the help articles, website pages and past emails it used
Channels and languages	Chat, email, phone, WhatsApp, Facebook and Instagram, in 45 languages^1,3	Email in Gmail and Outlook, in the language your customer wrote in
Price	$0.99 per outcome, such as a resolution or a handoff. On Intercom also $29 per helpdesk seat per month; other helpdesks have a 50 outcome monthly minimum.⁴	€0.25 per conversation at launch. No seats, no tiers.

Fin

ReplyPen

Where it works

In the Intercom helpdesk, or with Zendesk, Salesforce, HubSpot or Freshworks after a sales-assisted setup¹

In your own Gmail or Outlook. No helpdesk to move to.

How email reaches it

Your support address is forwarded or routed into the Intercom workspace, or arrives through a connected helpdesk^1,2

Connect the mailbox itself, including a shared address like support@

Who answers the customer

Fin replies from your domain. You can require review or approval before it replies to chosen emails.³

You send each Draft. Auto-send for kinds of email you choose is planned for a later version.

Where the facts come from

Help center articles, PDFs, snippets, past conversations and public websites¹

Your help center, your website and the replies you sent before

Showing what it used

Every email reply cites the source it used³

A Check note under every Draft lists the help articles, website pages and past emails it used

Channels and languages

Chat, email, phone, WhatsApp, Facebook and Instagram, in 45 languages^1,3

Email in Gmail and Outlook, in the language your customer wrote in

Price

$0.99 per outcome, such as a resolution or a handoff. On Intercom also $29 per helpdesk seat per month; other helpdesks have a 50 outcome monthly minimum.⁴

€0.25 per conversation at launch. No seats, no tiers.

Which one should you choose?

Choose Fin if

You want an AI that answers customers on its own, across chat, email, phone and messaging.
Your team already works in Intercom, Zendesk, Salesforce, HubSpot or Freshworks.
You run a support team at a scale where actions, testing and detailed reporting pay off.
You serve customers in many languages across many channels.

Choose ReplyPen if

You answer customer email from Gmail or Outlook and do not want to move into a helpdesk.
You want a person to read every reply before it goes out.
You want one price per conversation in euros, without seats.
You want your corrections kept as a Knowledge log you can read and fix.

What does Fin do well?

Fin is built to answer customers without a person in the loop. It replies across chat, email, phone, WhatsApp and social channels in 45 languages, learns from your help center, files and past conversations, cites its source in email replies, and can hand a conversation to your team or ask a teammate first. It lives in the Intercom helpdesk and connects to Zendesk, Salesforce, HubSpot and Freshworks. For a support team that wants automation across every channel, it is one of the most complete options.

How do Fin and ReplyPen prices compare?

The units differ. Fin charges $0.99 per outcome, such as a resolution or a handoff, and nothing for a conversation passed to your team without one; on Intercom you also pay $29 per helpdesk seat per month. ReplyPen charges €0.25 for each conversation in which you use its Draft, and nothing for the rest.

For 200 customer conversations a month, ReplyPen costs €50. On Intercom, Fin costs one $29 seat plus $0.99 for each of those conversations that ends in an outcome, so up to $227, depending on how many it resolves or hands off. See ReplyPen pricing.

Do you need a helpdesk to use ReplyPen?

No. ReplyPen connects to the Gmail or Outlook mailbox you already answer from, including a shared address like support@, and puts a Draft in the thread of each customer email. The Check note under the Draft lists what it used, and you send the reply from your own inbox, on your computer or your phone.

Questions

Is Fin the same company as Intercom?

Yes. Intercom renamed itself Fin, and Salesforce completed its acquisition of Fin, formerly Intercom, on 10 September 2026.

Does ReplyPen answer customers without me?

No. ReplyPen is draft-only today, so you read and send each reply. Auto-send for the kinds of email you choose with a Rule is coming in a later version, and it will be off until you switch it on.

Sources

Fin Help: FAQs Says Intercom is self-serve and Zendesk, Salesforce, HubSpot and Freshworks are sales-assisted, lists the channels Fin works in, and lists its content sources (help center articles, PDFs, snippets, conversations, public URLs). Checked 30 September 2026
Fin Academy: Forward your emails to Intercom Says to route messages from your support email address to your Intercom workspace by forwarding, or by mail routing for high volume. Checked 30 September 2026
Fin: email Says Fin sends replies from your domain, lets you choose when emails need review or approval first, cites the source in every email, and works in 45 languages. Checked 30 September 2026
Fin pricing Lists $0.99 per outcome, $29 per Intercom helpdesk seat per month, a 50 outcome monthly minimum with other helpdesks, no charge when a conversation is passed to your team without an outcome, billed in US dollars. Checked 30 September 2026
Fin blog: Salesforce completes acquisition of Fin (10 September 2026) Says Salesforce completed its acquisition of Fin, formerly Intercom. Checked 30 September 2026

Last checked 30 September 2026. Products change often. If something here is out of date, email [email protected] and we correct it.

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