Intercom review

Intercom builds its help desk around the Fin AI Agent. Every plan includes Fin, and the pricing page bills it at $0.99 per outcome, counted when a customer confirms the issue is resolved, does not ask for more help, or Fin completes a workflow. Seats start at $19 per month on Essential for new customers, against a $29 list price, and Essential covers the Messenger, a shared inbox and ticketing system, pre-built reports and a public help center. Advanced at $85 per seat adds multiple team inboxes, the Workflows automation builder, round robin assignment and 20 free Lite seats. Live chat, support email and in-app chat are free and unlimited on all plans, while SMS, WhatsApp and phone are billed as you use them. Copilot is free for 10 conversations per agent a month, then $29 per agent. Costs are harder to predict than a flat seat plan, so use Intercom's calculator with your expected Fin outcomes.

Who it is for

Software and digital businesses where chat and in-app messages drive most support volume.

Price

Essential from $19 per seat per month billed annually for new customers (list price $29), plus $0.99 per Fin outcome.

From $0.99 per Fin outcome $29 $19 per seat/mo New customers save 35%
Quoted from the vendor pricing page on November 7, 2026.

Key features

• Fin AI Agent included on Essential, Advanced and Expert plans
• Shared inbox and ticketing system with pre-built reports
• Workflows automation builder and round robin assignment on Advanced
• Copilot inbox assistant, free for 10 conversations per agent a month
• Fin can also run on another help desk without Intercom seats

Strengths and weaknesses

• Strength: Free, unlimited live chat, support email and in-app chat on all plans
• Strength: Advanced includes 20 free Lite seats and Expert includes 50
• Strength: Fin is billed only when it resolves or completes a workflow
• Weakness: Workflows automation starts on Advanced at $85 per seat
• Weakness: SMS, WhatsApp and phone are pay-as-you-go
• Weakness: Copilot beyond the free allowance costs $29 per agent per month

Key facts

• Plans: Essential $29 ($19 for new customers), Advanced $85, Expert $132 per seat per month
• AI price: $0.99 per Fin outcome
• Lite seats: 20 on Advanced, 50 on Expert
• Copilot add-on: $29 per agent per month
• Startups: 93% off for eligible startups

Where it ranks

Intercom is No. 4 in our Best Help Desk Software verdict and No. 1 in Best Live Chat Software.