Intercom
A customer service platform with a shared inbox, Messenger and help center, plus the Fin AI Agent billed per resolution on top of per-seat plans.
- Per-seat pricing
- Usage-based elements
- Cloud
- AI features
- Independent sources
What is Intercom?
Intercom is a customer service software platform that combines a shared inbox, a website and in-app Messenger, a help center and workflows with the Fin AI Agent, sold per seat in Essential, Advanced and Expert plans plus usage-based AI fees.
- Best forTeams that want chat-first support with an AI agent
- Team size fitSmall teams, Mid-size teams, Large enterprises
- PricingNo permanent free plan; seats reported from $29 per month billed annually, plus $0.99 per Fin resolution.
- Main limitationPer-seat prices are high compared with many help desks, and the jump from Essential to Advanced is large.
- AlternativesZendesk, Freshdesk, Help Scout
Intercom overview: who it is for and what it does.
Intercom sells customer service software built around a shared inbox, Messenger for chat on websites and in apps, a help center, workflows and reporting. Independent 2026 guides describe three per-seat plans, Essential, Advanced and Expert, billed per person per month, with Fin, Intercom's AI agent, attached to every plan.
Pricing has two meters. Seats are reported at $29, $85 and $132 per person per month on annual billing, or $39, $99 and $139 on monthly billing. Fin is then billed separately at $0.99 for each successful outcome or resolution, with one guide noting a 50-outcome monthly minimum, and Copilot, the AI assistant for human agents, is reported at about $29 per seat on annual billing and $35 monthly.
Sources also report that the company has rebranded as Fin and that Salesforce announced an agreement to acquire it in June 2026, with the Fin agent expected to fold into Salesforce's Agentforce platform. Buyers should expect roadmap and pricing changes and confirm current terms directly with the vendor.
Scope: This profile covers Intercom's customer service suite and the Fin AI Agent. Sources report the company has been rebranded as Fin and that Salesforce announced an agreement to acquire it in June 2026, so names and terms may change.
Main problem it solves
Lets support teams handle conversations from chat, email and other channels in one inbox, deflect routine questions with an AI agent, and publish self-service help content.
Typical customer segment
Small teams on Essential, growing teams on Advanced, and larger organisations needing SSO, custom roles and compliance on Expert.
Target users
- Support teams that want chat-first customer service with an AI agent
- Teams that want to automate routine conversations with Fin
- Larger organisations that need SSO, custom roles and HIPAA eligibility
Primary use cases
- Shared inbox and Messenger chat
- AI-agent resolution of routine questions with Fin
- Help center and self-service content
- Workflows and automation
- Agent assist with Copilot
What makes it distinct
- A chat-first suite with an AI agent, Fin, attached to every plan.
- Outcome-based AI pricing at $0.99 per resolution on top of seats.
- A three-plan seat ladder with SSO and custom roles on Expert.
Intercom features explained.
Inbox, messenger and help center
- Shared inbox and ticketing
- Essential includes a shared inbox and ticketing, the Messenger and pre-built reports.
- Messenger
- Chat on websites and in apps, included from the Essential plan.
- Help center
- A public help center for self-service content, included from Essential.
AI and automation
- Fin AI Agent
- An AI agent that resolves customer inquiries, available on every plan and billed at $0.99 per outcome.
- Copilot
- An AI assistant for human agents, reported at about $29 per seat annually and $35 monthly.
- Workflows
- Basic workflows on Essential, with advanced automations, multiple inboxes and SLAs reported on Advanced.
Scale and security
- Advanced reporting and integrations
- Reported on Advanced, including a Salesforce integration.
- SSO, custom roles and HIPAA eligibility
- Reported on Expert, with advanced workflows.
- Channel add-ons
- SMS and WhatsApp messaging is reported as billed per message, and some add-ons are priced separately.
Intercom pricing and plans.
Figures reported consistently by independent sources; vendor page not reviewed directly. Checked 15 Oct 2026 against HelpDesk · Drag · Macha · Automation Atlas.
Pricing model
Per seat per month by plan (Essential, Advanced, Expert), plus usage-based Fin AI fees per outcome, Copilot and add-ons. Monthly billing costs more than annual.
Free plan
No
Free trial
Not documented
Intercom plans and prices (USD)
Essential
$29 per seat per month billed annually; $39 billed monthly
Annual or monthly
Shared inbox, Messenger, help center, Fin available.
Advanced
$85 per seat per month billed annually; $99 billed monthly
Annual or monthly
Advanced automations, multiple inboxes, SLA, Salesforce integration.
Expert
$132 per seat per month billed annually; $139 billed monthly
Annual or monthly
SSO/SAML, custom roles, advanced workflows, HIPAA eligible.
Fin AI Agent
$0.99 per resolution or successful outcome
Usage-based
A 50-outcome monthly minimum is reported by one guide.
Copilot (agent assist)
About $29 per seat per month billed annually; $35 monthly
Per seat
Add-on for human agents.
These figures agree across several independent 2026 guides. Intercom's own pricing page was not reviewed directly. One guide notes that Intercom does not publish monthly seat rates on its page, and sources disagree about base fees and how Fin is gated, so confirm all figures with the vendor. Fin's definition of a resolution includes assumed resolutions after 24 hours without a reply, per one guide.
Prices change. Confirm current plans and terms on the vendor's site before you decide.
Visit official website (external) ↗See alternativesIntercom integrations, API and platforms.
Important integrations
- Salesforce integration (Advanced)
- Fin on other helpdesks (standalone use)
- SMS and WhatsApp (billed per message)
Supported platforms
- Web
- Mobile apps
API
Not reviewed for this profile.
Data import and export
Not reviewed for this profile.
Third-party integration coverage was not assessed. Check Intercom's app directory.
Balanced and sourced.
Each point cites a source. Editorial summaries are not customer reviews.
Strengths
Limitations
- Per-seat prices are high compared with many help desks, and the jump from Essential to Advanced is large. [5]
- A second meter for Fin resolutions means the AI bill scales with support volume. [2]
- Sources report that a resolution can be counted after 24 hours without a customer reply, so billable outcomes may exceed explicit confirmations. [1]
- Reports of a rebrand and a pending Salesforce acquisition mean roadmap and pricing may change. [3]
Best for
- Teams that want chat-first support with an AI agent
- Teams that want to pay for AI only when it resolves conversations
- Larger teams that need SSO, custom roles and HIPAA eligibility
May be less suited to
- Teams that need a free plan
- Cost-sensitive teams with high conversation volume and low agent cost
Alternatives to Intercom.
Zendesk
A customer service platform with ticketing and omnichannel Suite plans priced per agent, and AI agents…
Explore →Related productFreshdesk
A cloud customer support platform from Freshworks with Growth, Pro and Enterprise plans per agent, a limited…
Explore →Related productHelp Scout
An email-style shared inbox for customer support with Docs and Beacon chat, per-user plans from a free tier…
Explore →Intercom compared with similar customer support software.
Summaries come from each profile. This is a side-by-side aid, not a ranking.
| Product | Pricing model | Free plan | Channels | Automation | AI features |
|---|---|---|---|---|---|
| Intercom | Per seat plus Fin AI per resolution | No permanent free plan identified | Messenger chat, inbox, email; SMS and WhatsApp per message | Workflows; advanced on Advanced and Expert | Fin AI Agent ($0.99 per resolution), Copilot add-on |
| Freshdesk | Per agent per month; AI sessions extra | Free Program: 1-2 agents for 6 months | Email-first; multichannel via Omni | Automation and SLAs from Growth | Freddy AI Copilot and AI Agent add-ons |
| Gorgias | Ticket-volume buckets; unlimited users | No free plan; trial reported | Email, chat, SMS, social, WhatsApp and voice | Macros and rules with Shopify order actions | AI Agent billed per resolution |
| Help Scout | Per user per month; AI Answers per resolution | Yes, up to 5 users | Email, live chat (Beacon), social | Workflows; advanced on Plus and above | AI assist in inbox; AI Answers $0.75 per resolution |
| Zendesk | Per agent per month; AI per resolution beyond allowance | No permanent free plan identified | Email, chat, social, voice (by plan) | Routing and AI agents by plan | AI agents, Copilot add-on |
| Zoho Desk | Per agent per month; light agents extra | Yes, up to three agents | Email, social, phone and chat (varies by plan) | Workflow rules, Blueprint and SLAs | Zia, Answer Bot and Zia Agent Studio |
Intercom head-to-head.
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Join the discussion.
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Intercom questions and answers
What is Intercom used for?
Intercom is used for customer support through a shared inbox, Messenger chat, a help center and workflows, with the Fin AI Agent resolving routine questions.
How much does Intercom cost?
Independent 2026 guides report seats at $29 (Essential), $85 (Advanced) and $132 (Expert) per month on annual billing, or $39, $99 and $139 monthly, plus $0.99 per Fin resolution. Confirm with Intercom.
How does Fin AI Agent pricing work?
Guides report Fin is billed at $0.99 per successful outcome or resolution on top of seat fees, with one guide noting a 50-outcome monthly minimum.
Does Intercom have a free plan?
No permanent free plan was identified in the sources reviewed.
Has Intercom been acquired?
Sources report that Salesforce announced an agreement to acquire Intercom in June 2026 and that the company has rebranded as Fin. Check the vendor's site for current status.
What are the main alternatives to Intercom?
Zendesk, Freshdesk and Help Scout are common alternatives. See their profiles.
What integrations does Intercom support?
Documented integrations and ecosystem items include Salesforce integration (Advanced), Fin on other helpdesks (standalone use), SMS and WhatsApp (billed per message). API details: Not reviewed for this profile.
What are the limitations of Intercom?
Per-seat prices are high compared with many help desks, and the jump from Essential to Advanced is large. A second meter for Fin resolutions means the AI bill scales with support volume. Sources report that a resolution can be counted after 24 hours without a customer reply, so billable outcomes may exceed explicit confirmations.
Which platforms does Intercom run on?
Intercom is documented as available on: Web, Mobile apps.
When was the Intercom profile last verified?
Sources for this profile were last reviewed on 15 Oct 2026. 5 sources are listed under Sources, and prices and plans can change, so confirm with the vendor.
Where this information comes from.
- Intercom Pricing 2026: Plans, Fin AI Fees & Real Costs HelpDesk Third-party Accessed 15 Oct 2026
- Intercom Pricing (2026): The Real Cost of Fin, Seats and Add-Ons Drag Third-party Accessed 15 Oct 2026
- Intercom Pricing Explained (2026): Plans, Seats & Fin AI Costs Macha Third-party Accessed 15 Oct 2026
- How much does Intercom cost in 2026? Automation Atlas Third-party Accessed 15 Oct 2026
- How Much Does Intercom Cost? A 2026 Pricing Breakdown Pavior Third-party Accessed 15 Oct 2026
Secondary-source profile. Vendor pages were not reviewed directly for this profile. Facts and prices are corroborated across independent third-party sources and may differ from the vendor's current pages. Confirm with the vendor before buying.
Plans, prices and Fin billing are corroborated across independent third-party sources. Intercom's own pages were not reviewed directly, and reported corporate changes should be confirmed. Capabilities were not tested.
Stack18 has not tested this product or received anything from the vendor for this profile. Editorial summaries of vendor information are not endorsements. Confirm details with the vendor before buying.
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