A feature by feature comparison of Gnatta AI Agents vs Intercom's Fin for AI-powered customer service.
Intercom uses a single AI Agent (Fin), which adapts its behaviour using Roles, Audiences and Procedures. Gnatta uses multiple AI Agents, each responsible for a specific task — working together, sharing interactions, and handing off between processes.
Intercom’s Fin selects the process it needs to use based on context, meaning it has access to all complex tasks, at all times. In Gnatta, processes are assigned to specific AI Agents. This ensures each AI Agent can only see and execute the task its designed for.
Intercom offers structured onboarding and support through Premier Services to help you make the most of their product. At Gnatta, supported setup isn’t an add-on. It’s part of our product. We’ll work with you to design, build, and refine your AI solution with no added costs.
Transparency and honesty are important to us, which is why we always strive to draw the fairest comparisons possible with our competitors and their features. All of the below is accurate based on publicly available information from April 2026.
| Feature | Intercom (Fin) | Gnatta |
|---|---|---|
| Prompt-Based Setup | Available | Available |
| Omnichannel Support | Available | Available |
| Human Escalations | Available | Available |
| Testing & Preview Tools | Available | Available |
| Integrations | Available | Available |
| Multi-Agent Architecture | Unavailable | Available |
| Isolated Processes | Unavailable | Available |
| Document Groups | Unavailable | Available |
| Free Setup & Support | Unavailable | Available |
| Pricing | $0.99 per Outcome | £0.40 per Interaction |
Gnatta charges a fixed cost once per conversation of £0.40 (or less, with volume discounts). Interactions offer a straightforward cost structure that’s easy to predict based on your existing contact volumes.
Fin charges $0.99 when a defined success event occurs, once per conversation – this is an Outcome. At around 35-50% Outcome rate, Fin becomes more expensive than Gnatta.
We know we’re not the only customer engagement software out there – but we believe our omnichannel solution measures up with the best. See how we compare with competitors like Zendesk and Gorgias below.
