--- title: "ReplyPen vs Fin (formerly Intercom) for customer email" canonical: https://replypen.com/compare/replypen-vs-fin description: "Fin answers customers on its own inside a helpdesk, per outcome. ReplyPen drafts replies in your own Gmail or Outlook for you to send, per conversation. Sourced, dated comparison." question: "Do I need Fin, or is a reply tool for my inbox enough?" author: "ReplyPen team" published: 2026-09-30 operator: ProBackup BV (Hasselt, Belgium) --- # 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. [Join the waitlist](https://replypen.com/waitlist). We're opening to new teams soon. We'll email you when your spot is ready. ## ReplyPen and Fin side by side Checked against Fin's own pages on 2026-09-30. Numbers in brackets point to the sources below. ### Where it works - ReplyPen: In your own Gmail or Outlook. No helpdesk to move to. - Fin: In the Intercom helpdesk, or with Zendesk, Salesforce, HubSpot or Freshworks after a sales-assisted setup [1] ### How email reaches it - ReplyPen: Connect the mailbox itself, including a shared address like support@ - Fin: Your support address is forwarded or routed into the Intercom workspace, or arrives through a connected helpdesk [1, 2] ### Who answers the customer - ReplyPen: You send each Draft. Auto-send for kinds of email you choose is planned for a later version. - Fin: Fin replies from your domain. You can require review or approval before it replies to chosen emails. [3] ### Where the facts come from - ReplyPen: Your help center, your website and the replies you sent before - Fin: Help center articles, PDFs, snippets, past conversations and public websites [1] ### Showing what it used - ReplyPen: A Check note under every Draft lists the help articles, website pages and past emails it used - Fin: Every email reply cites the source it used [3] ### Channels and languages - ReplyPen: Email in Gmail and Outlook, in the language your customer wrote in - Fin: Chat, email, phone, WhatsApp, Facebook and Instagram, in 45 languages [1, 3] ### Price - ReplyPen: €0.25 per conversation at launch. No seats, no tiers. - Fin: $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] ## Who should choose which ### 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](https://replypen.com/pricing.md). ## 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](https://replypen.com/product/inbox#what-is-in-a-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 1. [Fin Help: FAQs](https://fin.ai/help/en/articles/13975799-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 2026-09-30. 2. [Fin Academy: Forward your emails to Intercom](https://academy.fin.ai/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 2026-09-30. 3. [Fin: email](https://fin.ai/channels/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 2026-09-30. 4. [Fin pricing](https://fin.ai/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 2026-09-30. 5. [Fin blog: Salesforce completes acquisition of Fin (10 September 2026)](https://fin.ai/blog/salesforce-completes-acquisition-of-fin): Says Salesforce completed its acquisition of Fin, formerly Intercom. Checked 2026-09-30. Something out of date? Email info@replypen.com and we correct it. ## Related - [ReplyPen vs Superhuman for customer email](https://replypen.com/compare/replypen-vs-superhuman.md): Superhuman is a fast email app with AI drafts, priced per member. ReplyPen drafts answers to customer email in your own Gmail or Outlook, per conversation. Sourced, dated comparison. - [ReplyPen vs Gemini in Gmail for customer email](https://replypen.com/compare/replypen-vs-gemini-in-gmail.md): Gemini in Gmail helps you write and summarise your own email. ReplyPen drafts answers to customer email from your help center and website. Sourced, dated comparison.