Question 1

How does Intercom pricing work?

Accepted Answer

Pricing depends on whether you’re purchasing our customer service platform with Fin AI Agent, or Fin with your current helpdesk including (Zendesk, Salesforce, and more). Resolution-based pricing: You’ll only pay $0.99 per resolution. You'll need at least one seat from one of our three plans (Essential, Advanced or Expert) to start using Fin on Intercom. When purchasing Intercom’s customer service platform, you’ll choose from three plans: Essential, Advanced, or Expert. The plan you choose determines your seat price. You’ll then be charged based on the number of teammates who require Full seats. Full seats provide complete access to all features in your plan and are charged per teammate.

Question 2

How does pricing for Fin for Zendesk or Fin for Salesforce work?

Accepted Answer

We have adopted a simple model to strike a balance between affordability and sustainability: $0.99 per Fin resolution, 50 resolutions per month minimum, Unlimited teammates – No additional seat costs. There are no additional costs, such as integration fees, setup fees, or platform charges.

Question 3

How does the free trial work?

Accepted Answer

Intercom’s free trial requires no credit card to sign up. During the 14-day trial, you’ll have access to all the products and features available in the Essential, Advanced, and Expert plans, as well as Proactive Support Plus, Fin AI Agent, and Copilot. This allows you to experience the full range of features included in your chosen plan. The free trial is designed for our AI-first customer service platform and its features. If you’re interested in using Fin on your current helpdesk, our sales team will work closely with you to ensure it’s the right fit for your needs. After the free trial period, just add your credit card details to continue using Intercom.

Question 4

What is Fin AI Agent?

Accepted Answer

Fin AI Agent is an advanced AI agent that provides fast, accurate answers to customers 24/7 via live chat, email, SMS, Whatsapp, social and more. Fin is the highest-performing AI agent for customer service, delivering higher-quality answers and resolving more complex queries than any other AI agent. Fin is powered by the patented Fin AI Engine™, an AI architecture specifically engineered for customer service. Every layer is optimized for precision, speed, and reliability—so Fin can resolve more conversations, more effectively than competing AI agents. All Intercom plans include access to Fin, and pricing is simple: $0.99 per resolution.

Question 5

What payment methods does Intercom accept?

Accepted Answer

For customers who sign up and pay online, we accept all major credit cards. To pay via ACH or wire, please contact our sales team. Please note: Intercom is billed in United States Dollars (USD) only.

Question 6

Can I pay in my local currency?

Accepted Answer

Intercom is billed in United States Dollars (USD) only. This applies across our whole platform, including seat pricing, additional usage charges, add-ons, and Premier Services. Right now, we can’t bill in any other currencies.

Question 7

What is Copilot?

Accepted Answer

Copilot is an AI-powered assistant in the Intercom Inbox that helps customer support agents quickly find answers, troubleshoot issues, and respond to follow-up questions—saving time and allowing them to build stronger customer relationships. Every Intercom plan includes limited usage (up to 10 conversations or tickets per teammate per month), which resets monthly. For unlimited usage, you can add Copilot to any Full Seat for $35 per seat per month (subject to the Additional Product Terms for AI Products).

Question 8

What is Proactive Support Plus?

Accepted Answer

Proactive Support Plus is an optional add-on available for any Intercom plan (Essential, Advanced, or Expert). It unlocks advanced capabilities like Product Tours, Surveys, In-app Posts, Mobile Push, and Mobile Carousels. The add-on is priced at $99 per month, which includes 500 messages sent each month. If you exceed 500 messages in a month, additional charges will apply based on the 'Messages Sent' metric. You can add Proactive Support Plus to your plan at any time unless you are on a contract, in which case you’ll need to contact your Account Manager.

Question 9

Are there any additional usage charges?

Accepted Answer

In addition to Seats and ‘Proactive Support Plus’, you only pay for what you use. WhatsApp: WhatsApp is charged per ‘conversation’, with unit costs varying by volume. We have different pricing for inbound and outbound WhatsApp. SMS: SMS is charged per the number of “SMS sent and/or received” with unit costs varying by volume. Prices also vary by region. Emails and Email Campaigns: Emails sent from the Inbox have no additional charge. Inbound emails from your customers and responses to those emails are included in your plan, with no additional charge. Email campaigns are charged per the number of ‘Bulk Emails Sent’, which are emails sent to more than one customer. Fin Resolutions: Fin AI Agent usage is measured in ‘resolutions.’ This ensures that you only pay when Fin achieves the outcome you and your customers care about most – resolved conversations. A resolution is counted when either the customer confirms the AI Answer resolved their issue, or the customer doesn’t request more help after the last AI Answer. Proactive Support Plus & Messages Sent: Purchasing the ‘Proactive Support Plus’ add-on unlocks a number of capabilities including Product Tours, Surveys, In-app Posts, Mobile Push, and Mobile Carousels. The baseline monthly fee includes 500 Messages Sent every month (see below for how ‘Messages Sent’ is calculated). Any messages sent above 500 per month are at an additional cost and charged per ‘Message Sent.’

Question 10

How can I change my plan or number of seats?

Accepted Answer

You can easily upgrade or downgrade between the Essential, Advanced or Expert plans, and add or remove the Proactive Support Plus add-on at any time. Customers on annual plans can upgrade and manage seats at any time. Downgrades will be processed at renewal. To add seats, simply head to ‘Settings’ > ‘Teammates’ to add or remove seats. If you have the Advanced or Expert plan, you can also swap a teammate's full Seat for a free Lite Seat. To change your plan, simply head to ‘Billing’ > ‘Subscriptions’.

Question 11

What’s the difference between a Full and a Lite seat?

Accepted Answer

A Full seat provides full access to all Intercom capabilities contained within your chosen plan. Generally speaking, teammates who need to communicate with customers or use core features will need a Full seat. A Lite seat provides limited access to Intercom to support cross-functional collaboration. A set number of Lite seats are included without additional charge on the Advanced and Expert plans. Note that Lite seats are not included on the Essential plan.

Question 12

How do I change my Intercom plan or number of seats?

Accepted Answer

Our plans are designed to give you flexibility and control, allowing you to scale your customer service as your needs evolve. You can easily upgrade or downgrade between the Essential, Advanced, or Expert plans, and add or remove seats as your team changes. Customers on annual plans can upgrade and manage seats at any time, while downgrades will take effect at renewal. Managing seats: To add or remove seats, go to Settings > Teammates in your Intercom workspace. On the Advanced or Expert plans, you can also swap a teammate's Full seat for a free Lite seat. Changing plans: To change your plan, go to Billing > Subscriptions in your Intercom workspace. You can adjust your plan or add/remove features like the Proactive Support Plus add-on at any time.

Question 13

How is ‘Messages Sent’ calculated?

Accepted Answer

‘Messages Sent’ is the metric that Intercom uses to calculate charges for certain message types within the Proactive Support Plus add-on. These message types are: Product Tours, Surveys, In-app Posts, Mobile Push, and Mobile Carousels. ‘Messages Sent’ is calculated by totaling all messages sent through Product Tours, Surveys, In-app Posts, Mobile Push, and Mobile Carousels. during a billing month. The baseline monthly fee for ‘Proactive Support Plus’ includes 500 Messages Sent every month. Usage above this amount will be charged per unit (see additional usage question above).

Question 14

What apps and integrations does Intercom offer?

Accepted Answer

Intercom provides over 450+ apps and integrations, including Salesforce, Hubspot, and Jira.

Question 15

Do you offer discounts for startups?

Accepted Answer

Intercom offers an Early Stage program for eligible startups. You can find more information and apply for this program on this page.

intercom.help

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tool.faq_title

How does Intercom pricing work?

How does pricing for Fin for Zendesk or Fin for Salesforce work?

How does the free trial work?

What is Fin AI Agent?

What payment methods does Intercom accept?

Can I pay in my local currency?

What is Copilot?

What is Proactive Support Plus?

Are there any additional usage charges?

How can I change my plan or number of seats?

What’s the difference between a Full and a Lite seat?

How do I change my Intercom plan or number of seats?

How is ‘Messages Sent’ calculated?

What apps and integrations does Intercom offer?

Do you offer discounts for startups?

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Essential

Advanced

Expert

Fin AI Agent

Copilot

Proactive Support Plus

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