Blog
Varley on resolution
One subject: what counts as a resolution, who is billing you for one that is not, and how to check. If we get something wrong, tell us and the correction goes on the page with a date.
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Escalation and hand-off
Am I charged when the AI hands off? It depends who asked for the human
Every vendor says hand-offs are free. Two of the biggest still bill the conversations your own team rescues. Four kinds of hand-off, what nine vendors charge for each, and how to find your own rescue penalty.
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Economics
Per resolution, per outcome, per action: what AI support pricing actually charges for
Intercom's Fin now bills per outcome, and an outcome can be a hand-off to your own team. What seven vendors charge for, who pays when the AI fails, and one number that lets you compare prices sold in different units.
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Evidence
Intercom announced a fairer Fin billing rule on stage, then took it back
On 21 May 2025 Intercom told an audience that if one of your agents replied after Fin, the conversation would no longer count toward your bill. Two weeks later, in its own community forum, it said that was not accurate. What the rule actually is, in one diagram, plus what five vendors charge for.