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Intercom

Listed on SecondWing

AI-first customer service

AI-first customer service platform with chat, help desk, and support bot.

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About Intercom

An AI-first customer service platform combining a messenger, shared inbox, help center and the Fin AI agent, with seat-based plans plus per-resolution AI pricing.

What is Intercom?

Intercom is a customer service and messaging platform. It combines a website and in-app messenger, a shared inbox, ticketing and a help center with Fin, an AI agent that resolves customer conversations on its own.

Intercom is used by support teams to talk to customers across chat, email and the help center, all from one shared inbox with automation and routing. Its standout is Fin, an AI agent that answers customer questions and resolves conversations without a human, and can also be deployed on other help desks.

Pricing has two layers. Human agents pay a per-seat plan: Essential ($29/seat), Advanced ($85/seat) and Expert ($132/seat) on annual billing, with free Lite seats for internal collaborators on higher tiers. Fin is billed separately at $0.99 per resolution (an 'outcome'), on top of any seat plan or standalone, which for busy teams often outweighs the seat cost. Add-ons like Copilot (agent-side AI), Proactive Support Plus and phone/SMS layer on further.

In 2026, Salesforce acquired the company, which rebranded to 'Fin', for about $3.6 billion, folding the Fin AI agent into Salesforce's Agentforce platform; seat and Fin pricing were unchanged by the deal.

Key highlights

Fin AI agent
An AI agent that resolves customer conversations autonomously, billed per resolution.
Two pricing layers
Per-seat plans for humans plus $0.99 per Fin resolution.
Messenger and help center
In-app messenger, shared inbox, ticketing and help center in one.
Free Lite seats
Internal collaborators get free Lite seats on Advanced and Expert.

Who is it for?

Best for

Support teams
Customer success
Product teams

Company

Startups
Enterprises

Strengths

Fin AI agent resolves conversations autonomously
Polished messenger and help center
Free Lite seats for collaborators

Considerations

Per-resolution Fin costs can dwarf seat costs
No permanent free plan
Add-ons (Copilot, Proactive, phone) raise the real total

Pricing

Subscription

Free plan available

View pricing →

Platforms

Web, iOS, Android

Use Cases

AI-first support
Live chat

View all use cases →

Popular Use Cases

AI-first supportLet Fin resolve common questions automatically.
Live chatTalk to customers via the in-app messenger.
TicketingManage support tickets in a shared inbox.
Help centerPublish self-service help articles.

Features

Fin AI Agent
Resolves customer conversations autonomously; $0.99 per resolution.
Shared inbox
Team inbox for chat, email and tickets.
Messenger
In-app and website messenger.
Help center
Public (and private, on higher tiers) knowledge base.
Workflows
Automation and routing rules (Advanced and up).
Copilot
Agent-side AI assistant (add-on, ~$29/agent/month).

Integrations

SalesforceNative integration (Advanced and Expert).
SlackCollaborate on conversations in Slack.
HubSpotSync contacts and data with HubSpot.
StripeSee customer billing data in context.

Pricing

Essential
$29/seat/month
Billed annually ($39 monthly; a new-customer pricing test has run as low as $19). Inbox, messenger, help center, ticketing and Fin access.
- Shared inbox
- Messenger
- Public help center
- Fin AI Agent (billed separately)
Advanced
$85/seat/month
Billed annually ($99 monthly). Adds workflows, multiple inboxes, Copilot and 20 free Lite seats.
- Workflows
- Multiple team inboxes
- Copilot
- 20 Lite seats
- Salesforce integration
Expert
$132/seat/month
Billed annually ($139 monthly). Adds SSO, SLA rules, custom roles and 50 free Lite seats.
- SSO and SAML
- SLA management
- Custom roles
- 50 Lite seats
- HIPAA support

Pricing model: Subscription

Pricing last verified September 2026

View current pricing

AI Profile

Structured information about this product, for people and AI systems.

Product type: Customer service platform
Categories: Support
AI
Primary use cases: AI-first support
Live chat
Ticketing
Help center
Best for: Support teams
Customer success
Startups
Enterprises
Capabilities: AI resolution agent
Shared inbox
Messenger
Help center
Workflow automation
Agent-side AI
Platforms: Web
iOS
Android
Alternatives: HubSpot
Summary: Intercom is an AI-first customer service platform combining a messenger, shared inbox, help center and the Fin AI agent. Human agents pay per seat (Essential $29, Advanced $85, Expert $132 annually) and Fin is billed separately at $0.99 per resolution.
In 2026 Salesforce acquired the company (rebranded 'Fin') for ~$3.6 billion, folding Fin into Agentforce; pricing was unchanged.
Last updated: Sep 23, 2026

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Alternatives to Intercom

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HubSpotThe customer platform for scaling businesses
Customer platform whose Service Hub covers help desk and tickets.
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FAQs

Is Intercom free?

No. Intercom retired its always-free plan and doesn't offer a permanent free tier. The cheapest path is the Essential plan at $29 per seat per month (annual), with a 14-day free trial available.

How much does Intercom cost?

Human-agent seats are $29 (Essential), $85 (Advanced) and $132 (Expert) per seat per month on annual billing, or $39/$99/$139 monthly. Fin AI resolutions are $0.99 each on top, and add-ons layer on further.

How is Fin AI billed?

Fin is billed at $0.99 per resolution (an 'outcome'), charged at most once per conversation, on top of any seat plan or standalone on another help desk. For busy teams, Fin costs often exceed the seat costs.

What are Lite seats?

Lite seats are free and let internal teammates view conversations and collaborate without responding to customers. Advanced includes 20 and Expert 50. Only full (paid) seats can message customers.

Was Intercom acquired?

Yes. In 2026, Salesforce acquired the company, which rebranded from Intercom to 'Fin', for about $3.6 billion, folding the Fin AI agent into Salesforce's Agentforce platform. Seat and Fin pricing were unchanged by the deal.

Which plan should I choose?

Essential suits small teams needing an inbox and basic automation. Advanced is the practical floor for a real support operation (workflows, routing, multiple inboxes). Expert adds enterprise controls like SSO, SLAs and HIPAA.