Intercom Fin — resolutionOutcome contract

Fin counts a resolution when, after Fin's last answer, the customer confirms the answer was satisfactory (confirmed resolution) or disengages for 24 hours without requesting further assistance (assumed resolution). Resolutions later returned to for further assistance are deducted. One charge per conversation. Chat and email only.

Contract ID: intercom_fin_resolution
Source: https://fin.ai/help/en/articles/10772642-fin-ai-agent-resolutions
Retrieved: 2026-09-11
Notes: Also: https://www.intercom.com/pricing (retrieved 2026-09-11) and https://www.intercom.com/help/en/articles/8205718-fin-ai-agent-outcomes (retrieved 2026-09-11). Published rules encoded: confirmed resolution; assumed resolution after 24h of customer disengagement; deduction when the customer returns seeking further assistance (even across billing periods); once per conversation; chat and email only; escalations triggered by default behaviour or workspace rules are not billed. INFERRED (bounded for computation, not stated by the vendor): the 'returns seeking further assistance' deduction is evaluated over 90 days after the claim; escalation is evaluated within the 24h assumed-resolution window.

Vendor lens

Reproduces the vendor's published definition as closely as public documentation allows.

Verified if any of: customer confirmed resolved within 30d of the claim; no customer reply within 24h of the claim
Not verified if any of: reopened within 90d of the claim; escalated to a human within 24h of the claim; a duplicate claim exists for the same subject in the period
Unverifiable if any of: required fact source not connected: conversations

Strict lens

Applies the same definition with longer windows and additional checks a controller would expect.

Verified if all of: customer confirmed resolved within 30d of the claim
Not verified if any of: reopened within 30d of the claim; escalated to a human within 7d of the claim; a human agent replied within 7d of the claim; a refund or credit was issued within 30d of the claim; customer left a negative satisfaction rating; a duplicate claim exists for the same subject in the period
Unverifiable if any of: required fact source not connected: conversations; subject could not be matched in any fact source
Override (supporting evidence only): transcript label is customer_indicated_unresolved, abandoned → NOT_VERIFIED

Unknown fields

Things the source has not published. No value is assumed for these.

None recorded.

Contract YAML

The machine-readable contract compiled into both lenses. Sign in to select it for your tenant or fork it.

# Intercom Fin — Resolution outcome. Encodes only what Intercom publishes; see source_citation.
id: intercom_fin_resolution
version: 1
vendor: intercom
vendor_display: "Intercom Fin"
outcome_type: resolution
claim_source: intercom.fin_outcomes
subject_kind: conversation
description: >
  Fin counts a resolution when, after Fin's last answer, the customer confirms the answer was satisfactory
  (confirmed resolution) or disengages for 24 hours without requesting further assistance (assumed resolution).
  Resolutions later returned to for further assistance are deducted. One charge per conversation. Chat and email only.
source_citation:
  url: "https://fin.ai/help/en/articles/10772642-fin-ai-agent-resolutions"
  retrieved: "2026-09-11"
  title: "Fin pricing: Outcomes | Fin Help Center"
  notes: >
    Also: https://www.intercom.com/pricing (retrieved 2026-09-11) and
    https://www.intercom.com/help/en/articles/8205718-fin-ai-agent-outcomes (retrieved 2026-09-11).
    Published rules encoded: confirmed resolution; assumed resolution after 24h of customer disengagement;
    deduction when the customer returns seeking further assistance (even across billing periods); once per
    conversation; chat and email only; escalations triggered by default behaviour or workspace rules are not billed.
    INFERRED (bounded for computation, not stated by the vendor): the 'returns seeking further assistance' deduction
    is evaluated over 90 days after the claim; escalation is evaluated within the 24h assumed-resolution window.
unknown_fields: []
lenses:
  vendor:
    verified_if:
      any:
        - customer_confirmed_resolved: {within: "30d"}
        - no_customer_reply_within: "24h"
    not_verified_if:
      any:
        - reopened_within: "90d"
        - escalated_to_human_within: "24h"
        - duplicate_claim_for_subject
    unverifiable_if:
      any:
        - missing_fact_source: [conversations]
  strict:
    verified_if:
      all:
        - customer_confirmed_resolved: {within: "30d"}
    not_verified_if:
      any:
        - reopened_within: "30d"
        - escalated_to_human_within: "7d"
        - human_reply_within: "7d"
        - refund_or_credit_within: "30d"
        - csat_negative
        - duplicate_claim_for_subject
    unverifiable_if:
      any:
        - missing_fact_source: [conversations]
        - identity_unmatched
    overrides:
      - when: {transcript_label_is: [customer_indicated_unresolved, abandoned]}
        verdict: NOT_VERIFIED
exclusions:
  - channel_in: [voice, phone]
billing:
  unit_price: 0.99
  currency: USD

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