Intercom Pricing

Intercom bills on two meters: a seat for each agent who replies to customers, and $0.99 each time its Fin AI agent records an outcome. At ecommerce volumes the second meter can outgrow the first, so price both before comparing Intercom with another help desk.

How the plans differ

• Essential: shared inbox and ticketing, Messenger, Fin, pre-built reports and a public help center
• Advanced adds the Workflows automation builder, round robin assignment, multiple team inboxes, a private and multilingual help center, and 20 free Lite seats
• Expert adds SSO, HIPAA support, SLAs, multibrand Messenger and help center, and 50 free Lite seats
• Lite seats are for internal collaboration. They cannot send messages or use Copilot
• The minimum is one Full seat, with no platform fee

The new-customer discount on Essential

• On 2026-10-29 Intercom's pricing page showed Essential at $19 per seat a month billed annually for new customers, 35% off the $29 list price
• Intercom's promotional offer terms say a new-customer discount covers seat charges only and lasts for a period set at checkout, after which seats return to list price. Add-ons and usage charges are not discounted. Check the length at checkout
• Advanced and Expert showed no discount, and the plan table above carries list prices

What counts as a Fin outcome

• Fin bills $0.99 when a customer confirms the issue is resolved, when the customer asks for nothing more after Fin's reply, or when Fin completes a Procedure, handoffs included
• Each conversation is charged once, however many questions Fin answers in it
• The second trigger bills silence. A shopper who reads Fin's answer and closes the chat is a billed outcome whether or not the answer helped
• A Procedure that ends in a handoff is billed, and an agent then works the same conversation
• Intercom's help center describes usage notifications and hard limits for Fin. Set one before a sale weekend
• Fin on another help desk is $0.99 per outcome with no seats and a minimum monthly commitment (Intercom's example is 50 outcomes)

Add-ons that stack on seats

• Copilot, the agent-side assistant: every agent gets 10 Copilot and 10 AI auto-translation conversations a month free. Unlimited use is $35 per agent a month, or $29 paid yearly. The yearly version is charged upfront and can't be removed until the next billing period
• Pro: $0.20 per customer conversation with a 500-conversation monthly minimum, so $100 a month at the floor. Every conversation counts once, whether Fin, an agent or a workflow handled it, and Fin outcomes bill on top. Intercom's own example is 6,000 conversations for $1,200 a month
• Pro's Operator credits beyond the allowance are $0.01 each; by default Operator stops at the allowance
• Proactive Support Plus: $99 a month for 500 outbound messages (product tours, surveys, in-app messages, push). Intercom doesn't print the rate past 500

Channel rates

Live chat, support email, in-app chat, banners and tooltips are free on every plan. The rest is metered, at rates Intercom publishes in its help center:

• SMS is billed per segment, from the first segment. US and Canada start at $0.06 a segment for the first 500 and fall to $0.01 above 100,000; UK and Australia start at $0.09, and Australian SMS needs a contract
• Inbound WhatsApp conversations are free, including replies from the Inbox and from workflows. Outbound WhatsApp messages sent by teammates cost $0.10 each for the first 500, falling to $0.07 above 10,000. Intercom says WhatsApp is moving to per-message pricing by country and message category, so check the current rate before a campaign
• A US local phone number is $1 a month, with inbound calls at $0.012 a minute and recordings at $0.0035 a minute. Outbound rates depend on the country called, and Intercom's calculator gives them
• Email campaigns are tiered per email, from $0.045 each for the first 100. Inbound email and emails sent from the Inbox are free

Which plan fits which team

• Essential suits one to four agents on a single queue with Fin in front. Without round robin or workflows, someone assigns conversations by hand, which breaks once a second shift starts
• Advanced is where we would put most ecommerce teams of five or more, because team inboxes and round robin keep returns, order status and wholesale apart
• Expert earns its price when you need SSO, SLAs or a separate Messenger and help center per brand. A single-store brand rarely needs it

Worked example. Eight agents on Advanced billed annually, 1,200 Fin outcomes a month, and unlimited Copilot for all eight paid yearly:

• Seats: 8 × $85 = $680
• Fin: 1,200 × $0.99 = $1,188
• Copilot: 8 × $29 = $232
• Total $2,100 a month before SMS, WhatsApp or phone usage. Seats are about a third of the bill
• The same team on Essential at list price: 8 × $29 = $232 in seats, $1,652 in total, or $448 a month less than Advanced. At the new-customer $19, while the discount lasts, it is $152 in seats and $1,572 in total. Either way assignment stays manual

Annual or monthly

• Paying monthly costs $10 more per seat on Essential, $14 on Advanced and $7 on Expert
• Intercom says downgrades typically take effect at renewal, so on an annual plan an over-bought tier stays on the bill until then
• The FAQ lists Essential and Advanced as self-serve on monthly or annual billing and leaves Expert off that list, so ask sales how Expert is billed
• The 14-day free trial needs no card and includes Fin and the add-ons. Startups can apply to the Early Stage program for up to 93% off and a year of Fin free

How we checked this

• Plans, seat prices, the Essential offer, Fin's outcome rules, add-on prices and the FAQ: https://www.intercom.com/pricing, rendered on 2026-10-29. Seat prices match the tiers on file, last verified 2026-10-20
• Terms of the new-customer discount: https://www.intercom.com/legal/terms-and-policies/promotional-offer (effective 2026-05-01), read 2026-10-29
• SMS, WhatsApp and email campaign rates: https://www.intercom.com/help/en/articles/9061703-usage-based-channels, read 2026-10-29
• Phone number, inbound and recording rates: https://www.intercom.com/help/en/articles/8488934-phone-pricing, read 2026-10-29
• Fin usage notifications and hard limits: https://www.intercom.com/help/en/articles/8060969-get-notified-of-your-fin-usage-and-set-hard-limits, read 2026-10-29
• Copilot terms: https://www.intercom.com/help/en/articles/9121384-copilot-included-and-unlimited-usage, read 2026-10-29
• Pro add-on: https://www.intercom.com/help/en/articles/17217972-pro-add-on, read 2026-10-29
• The worked example is our arithmetic on those published rates.