Intercom's Fin resolves chats. PreSorted handles the rest of your inbox .
Intercom's Fin AI agent can resolve customer conversations on its own for support-style questions. PreSorted covers a wider range of inbound email - operational, judgment-call, cross-department - and always drafts for a human to approve rather than resolving autonomously.
The short version
Intercom and Fin are built around customer-facing chat, with the option to let the AI resolve conversations without a human. PreSorted is built for inbound email across the whole business - support included - and keeps a human approving every action by design, rather than resolving on its own.
PreSorted vs. Intercom, feature by feature
Where PreSorted and Intercom actually differ - not just marketing claims.
| Feature | PreSorted | Intercom |
|---|---|---|
| Primary channel | Email-native, any inbox | Chat widget, plus email |
| Autonomous resolution | No - always drafts for approval | Yes, can resolve without a human |
| Cross-system reasoning for internal ops | Yes - finance, logistics, legal, and more | Primarily customer-facing support |
| Human approval gate | Every action, by default | Optional handoff, not default |
| Best for | Operational email across the whole business | Customer support chat deflection |
Nobody wins every use case. Here's the honest split.
Choose PreSorted when
- The email isn't customer support - it's finance, logistics, legal, or ops
- You want a human to approve every action, not an agent resolving on its own
- You need context from systems beyond your support platform
Choose Intercom when
- Your volume is customer support chat, and deflection is the goal
- You're comfortable with autonomous resolution for common questions
- Chat is your primary channel, not email
PreSorted vs. Intercom, answered.
The questions teams actually ask when comparing the two.
Let Fin handle the chat widget. Let PreSorted handle the inbox.
See how PreSorted drafts and proposes - with a human always approving.
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