Contract authority first
The controlling rulebook must identify the signed document, effective period, currency, included units, discounts, commitments, negotiated rates and any amendment. OutcomeRecon stores the authorized rulebook, approver, approval time and SHA-256 with the run.
Public-reference rules
Intercom's public article dated July 30, 2026 describes four outcome types and says no more than one outcome is charged per conversation. It lists resolution, Procedure handoff and disqualification at $0.99, and qualification at $9.99. The customer contract may differ.
| Control | Public-reference condition | Evidence required |
|---|---|---|
| Conversation maximum | At most one charged outcome per conversation | Outcome IDs, conversation IDs and invoice lines |
| Customer return | A later request for more help in the same conversation can reverse a resolution, including across billing periods | Post-outcome conversation history and finality window |
| Final AI question | An unanswered clarifying question is not a billable resolution | Ordered transcript and inactivity close |
| Human request | Default escalation after an explicit human request is not billed; the documented collect-information condition must be tested | Customer message, escalation path and collect-information setting |
| Procedure handoff | A configured Procedure that intentionally ends in a handoff can be billable | Procedure configuration, execution result and route |
| Sales outcome | Qualification and disqualification depend on configured criteria and routing | Criteria version, match result and route evidence |
Minimum input bundle
- Signed order form, rate card and relevant amendments.
- Invoice or statement with line-item identity and billing period.
- Fin outcome export containing outcome type, conversation and timestamp.
- Redacted conversation events sufficient to test validity and finality.
- Credit memo and a later buyer-side bill or ledger if recovery is claimed.
Controlled outputs
Settlement Statement, exact invoice tie-out, source manifest, policy authority record, evidence findings, deduplicated Claim Graph, Data Gap Report, vendor-ready claim memo and applied-credit tracker.
Qualification boundary
The engine has a packaged Fin public-reference profile and regression fixtures. Real recovery still requires the customer's signed terms and real export mapping. The public profile is not a representation that Intercom overbilled any customer.
Primary public source: Intercom, Fin AI Agent outcomes. Source rules can change; the policy snapshot used for a run is versioned and hashed.