Intercom is a customer-service helpdesk sold with Fin. The helpdesk page puts conversations, tickets, and the help center in one shared inbox, with Copilot, workflows, and translation. You pay for Essential, Advanced, or Expert seats, then again for Fin outcomes and some channels.
Official website · www.intercom.com
Intercom fits a team that wants chat, email, phone, and social messages in one Inbox, with Fin able to resolve or hand off. It is a weak fit if you need an SMS or WhatsApp unit rate first, because the FAQ only says those charges vary. The seat cards show $29 per seat/mo, $85 per seat/mo, and $132 per seat/mo beside an annual/monthly control, without a second seat price. Fin adds $0.99 per outcome, including on a helpdesk you already run.
The helpdesk page puts conversations, tickets, and the help center in one shared inbox. Copilot supplies training, troubleshooting, and guidance. No-code workflows take repetitive tasks. The page says the helpdesk uses AI to translate 45+ languages in real time. Reports are pre-built, customizable, and include real-time metrics. Tickets on the homepage cover customer issues, back-office work, and tracker tickets that resolve widespread problems. It is cloud software with nothing to install. Agents use a browser or the mobile apps. The FAQ names Slack, Jira, Salesforce, and over 450 apps. Plan differences, including HIPAA support on Expert, are on the pricing cards.
Official documentationFin is on every seat plan and can run on a helpdesk you already use, including Salesforce. That card says it answers email, live chat, phone, and more, sets tone and answer length, acts on external systems, and hands off to a preferred inbox. Setup is described as under an hour with no seat or platform fee. Training starts from knowledge you already have. Fin is priced at $0.99 per outcome. An outcome is counted when a customer confirms their issue is resolved, or they do not ask for more help, or Fin completes a Procedure, including a handoff. One conversation is charged once. On another helpdesk the example minimum is 50 outcomes.
Official documentationThe omnichannel page says to bring chat, email, and phone together in one Inbox. Messenger is live chat that hands off when a person is needed. Email stays beside other conversations with customer context. Phone moves from a message to a call and back without dropping history. Every plan includes unlimited live chat, support email, in-app chats, banners, and tooltips. Email campaigns, SMS, WhatsApp, and Phone are pay-as-you-go. WhatsApp is per conversation and SMS per message. No unit rate is shown. WhatsApp, Instagram, Facebook, Discord, SMS, and Slack are also named. SMS is sent from the Inbox in 45 languages. Slack shared channels use the same customer record as chat, email, and phone.
Official documentationCopilot is the inbox assistant. Each agent gets 10 Copilot conversations and 10 AI Auto-translation conversations free each month. Unlimited use is $29 per agent/month billed annually, or $35 per agent/month billed monthly, for unlimited usage. The helpdesk page says this guidance helps agents find answers. A customer quote about close rates is on that page and is not treated as a measured result. Proactive Support Plus covers Posts, Checklists, Product Tours, Surveys, and a Series builder. Pro adds Operator and credits. Simple actions use fewer credits than large analysis or tests. Add-ons are in the trial and can be removed later.
Official documentationIs a startup inbox: trial, Messenger and email in one queue, a public help center, and Fin answering from content you already have. Essential is customer support for individuals, startups, and small businesses. Budget the seat and the outcome fee together. Full seats are for people who message customers. Lite seats are not on Essential.
For a larger queue uses Advanced: multiple inboxes, workflows, round robin, a private multilingual help center, and 20 free Lite seats. Only full seats send messages. Tracker tickets are for a widespread problem while customers are updated. Copilot stays on the free monthly allowance unless you buy the add-on. Suggested only: no queue was configured for this profile.
When another helpdesk should stay is the no-seat Fin offer. Answers go out on email, live chat, and phone, then hand off to the inbox you prefer. The minimum commitment example is 50 outcomes, with no setup or platform fee. Train Fin on current policies, then choose what hands off. HIPAA support is on the Expert card, not on this no-seat offer.
The pricing FAQ says the trial needs no credit card and includes all features, Fin, and add-ons. You only pay once you choose a plan and add payment details.
Connect chat, email, and phone first. Add WhatsApp, Instagram, Facebook, Discord, SMS, or shared Slack channels if those conversations should share the same customer record.
Start from knowledge you already have and train Fin on processes and policies. Use the outcome rules so you know a silent customer can still count as a charge.
Choose Essential, Advanced, or Expert for full seats. Add Copilot, Pro, or Proactive Support Plus only if the trial allowance is not enough. Fin outcomes bill on top.
Seats and usage are billed separately. Cards show one seat price each, beside an annual/monthly control, with no second seat price. You only pay once you choose a plan. The trial includes all features, Fin, and add-ons. Extra Operator credits are additional credits at $0.01 per credit. The outbound add-on line reads $99/month includes 500 messages Covers: Product Tours, Surveys. A heading says startups get 93% off, without rules.
Individuals, startups, and small businesses.
$29 per seat/mo.
Per seat/mo as displayed, plus Fin outcomes.
Growing support teams that want automation.
$85 per seat/mo.
Per seat/mo as displayed, plus Fin outcomes.
Large support teams that need the extra controls on this card.
$132 per seat/mo.
Per seat/mo as displayed, plus Fin outcomes.
Fin on an existing helpdesk is From $0.99 per Fin outcome with no seats and a minimum commitment, illustrated as 50 outcomes. WhatsApp, SMS, and Phone are extra, without a unit rate. The pages do not state a contract length or a software reuse license.
They describe a 14-day free trial with no credit card, including all features, Fin, and add-ons. You only pay once you choose a plan and add payment details. Lite seats are free only inside Advanced and Expert, and they cannot send customer messages.
SourceEssential is $29 per seat/mo, Advanced is $85 per seat/mo, and Expert is $132 per seat/mo, each plus $0.99 per Fin outcome. One conversation is charged once.
SourceEach agent gets 10 Copilot conversations and 10 AI Auto-translation conversations free each month. Unlimited Copilot is $29 per agent/month billed annually, or $35 per agent/month billed monthly. The helpdesk describes Copilot as guidance inside the inbox, separate from Fin answering customers on its own.
SourceChat, email, and phone share one Inbox, along with WhatsApp, Instagram, Facebook, Discord, SMS, and Slack. Live chat, support email, in-app chats, banners, and tooltips are included. Email campaigns, SMS, WhatsApp, and Phone are pay-as-you-go, without unit rates.
SourceYes. The pricing page says Fin works with a current helpdesk, including Salesforce, with no seats required. The fee is $0.99 per outcome, a minimum monthly commitment applies (the example is 50 outcomes), and the page says there are no setup, integration, or platform fees. Handoff goes to the inbox you prefer.
SourceExpert lists HIPAA support beside SSO. The pages do not explain that line, and they do not state a privacy statute or a software reuse license. The contract question is on the page. The helpdesk is cloud-based, uses a browser or the mobile apps, and connects to over 450 apps, including Slack, Jira, and Salesforce.
SourceOct 6, 2026 · NavHunt editorial
NavHunt did not run Intercom, did not open a trial, and did not send a message through Fin or the Inbox. This profile restates the homepage, pricing, helpdesk, and omnichannel pages reviewed on 2026-10-06. Customer quotes on those pages are not NavHunt results. This description is based on Intercom's official materials reviewed on 2026-10-06.
The public pages start with a 14-day trial that includes Fin and the add-ons, then charge seats plus outcomes.