Intercom

Intercom is a customer service platform that puts a shared inbox, ticketing, live chat, a help centre and reporting in one product, with an AI agent called Fin handling a large share of incoming questions. It began in 2011 as a way for software companies to chat with users inside their apps, and has grown into a full helpdesk used by more than 30,000 companies, according to the company.

In 2026 the company itself was renamed Fin, after its AI agent, and now describes Intercom as its helpdesk product. Intercom remains the name of the inbox, Messenger and help centre that support teams work in, and Fin can also be deployed on top of other helpdesks such as Zendesk, Freshdesk or Salesforce.

Key features

• Fin AI agent. Answers customer questions from your help content and connected systems, completes multi-step procedures and passes conversations to a human when needed.
• Inbox and tickets. A shared inbox for chat, email and other channels, with ticket types for requests that need follow-up.
• Messenger. A chat widget for websites and mobile apps, plus banners and tooltips, included on every plan.
• Help Center. A public knowledge base on Essential, with private and multilingual help centres on Advanced.
• Workflows and Copilot. A visual automation builder from Advanced up, and Copilot, an AI assistant for agents, as an add-on.
• Integrations. More than 450 apps, including Salesforce, HubSpot, Shopify, Stripe, Jira and Slack, and an MCP server for AI tools.

Who it is for

Intercom suits software companies, online shops and fintech businesses that support customers mainly through chat and want AI to resolve routine questions. Startups can apply to an Early Stage programme, while the Expert plan adds single sign-on, HIPAA support and service level agreements for larger teams.

Pricing at a glance

• Essential: $29 per seat per month billed annually ($39 billed monthly).
• Advanced: $85 per seat per month billed annually ($99 monthly), including 20 free Lite seats.
• Expert: $132 per seat per month billed annually ($139 monthly), including 50 free Lite seats.
• Fin AI agent: $0.99 per outcome, charged once per conversation, on every plan.
• Add-ons: Copilot at $29 per agent per month billed annually ($35 monthly); Pro from $100 per month; Proactive Support Plus at $99 per month.

A 14-day free trial needs no credit card. Prices as checked on 10 October 2026 in US dollars; confirm on the vendor's pricing page.

Things to consider

• The total bill combines seats, Fin outcomes and pay-as-you-go channels such as email campaigns, SMS, WhatsApp and phone, so costs vary month to month.
• There is no free plan; Fin has to be paid for per outcome once the trial ends.
• The prices shown can differ by visitor region, so check the page from your own location.
• The company's 2026 rename to Fin means some pages and documents now use the Fin name.

Getting started

1. Start the 14-day trial and connect your support email address.
2. Install the Messenger on your website or app.
3. Add help centre articles or other sources so Fin can answer questions.
4. Set rules for when Fin hands a conversation to your team.
5. Estimate seats and outcomes on the pricing page before choosing a plan.