Intercom

Intercom is a customer service platform built around two products: an AI-powered helpdesk and Fin, its AI agent. Human teams work in a shared omnichannel inbox with ticketing, while Fin answers customers on its own across chat, email, phone, and other channels. Because both share the same inbox and customer record, a conversation handled by a person also teaches the AI agent. It suits support organizations that want to resolve more tickets without adding headcount.

Key Features

• An omnichannel inbox that brings conversations from different channels into one place.
• Fin AI Agent, which resolves customer questions using your knowledge and can be trained on your policies.
• AI-powered ticketing for customer issues, back-office collaboration, and tracker tickets that group related problems.
• Copilot in the inbox, which works ahead of the team and handles administrative steps.
• Simulations, which run fully simulated customer conversations so you can test Fin before going live.
• Proactive support with in-context, automated messages that onboard, educate, and notify customers.
• Reporting, a public help center, and a knowledge hub for keeping answers accurate.

Who is it for

• Support teams that handle high conversation volume across several channels.
• Startups and small businesses that need a shared inbox with room to grow.
• Enterprise support organizations with compliance, SLA, and identity requirements.
• Ecommerce, fintech, gaming, and technology companies with frequent customer questions.
• Teams that want to test AI resolutions before handing production traffic to an agent.

What can you do with Intercom

• Answer chat, email, and phone conversations from one shared inbox.
• Let Fin resolve common questions and hand the harder ones to a human agent.
• Group related issues into tracker tickets so one fix closes many conversations.
• Send in-context messages that answer questions before a customer asks.
• Run simulations to check how Fin handles a complex, multi-step query.
• Review performance insights and use the suggestions to retrain Fin.

How does Intercom work

• Start a trial and connect the channels where customers already contact you.
• Bring in your knowledge base, help center articles, and internal processes.
• Configure Fin, then test it with simulated conversations before publishing.
• Deploy Fin across chat, email, phone, Slack, and other supported channels.
• Monitor results in reporting, review AI suggestions, and refine the knowledge that Fin uses.

Pricing

• Essential: $19 per seat a month for new customers, covering Messenger, the shared inbox, ticketing, pre-built reports, and a public help center.
• Advanced: $85 per seat a month, adding multiple team inboxes, a workflow builder, round-robin assignment, and a private multilingual help center.
• Expert: $132 per seat a month, adding single sign-on, HIPAA support, SLAs, and multibrand Messenger and Help Center.
• Fin AI Agent: $0.99 per outcome, with a minimum monthly commitment for standalone use on another helpdesk.
• Copilot: $29 per agent a month billed annually, or $35 billed monthly, for unlimited use.
• The trial lasts 14 days and does not require a credit card.

FAQ

What is Fin in Intercom?

Fin is Intercom's AI agent. It answers customer questions from your knowledge and processes, resolves conversations on its own, and hands off to a human when needed.

How is Fin priced?

Fin costs $0.99 per outcome. Standalone use on another helpdesk has a minimum monthly commitment, and the helpdesk plans include Fin at the same per-outcome rate.

Can Fin work on phone and email?

Yes. Fin can be deployed across phone, email, chat, Slack, and other supported channels, using the same knowledge and customer record.

Is there a free trial?

Yes. Intercom offers a 14-day free trial with no credit card required, and the Essential plan is available at a discount for new customers.

Can I test the AI before it goes live?

Yes. Simulations run fully simulated customer conversations from start to finish, so you can check how Fin handles complex queries before publishing.

Does Intercom include a help center?

Yes. The Essential plan includes a public help center; higher plans add a private multilingual help center and multibrand support.