Intercom - the practical guide.

Intercom pioneered modern in-app messaging and has reinvented itself around AI - the Fin agent, an inbox for human agents, a help centre, outbound campaigns and product tours all sit on one customer record. It's the default support and engagement platform for product-led SaaS and a serious competitor to Zendesk in mid-market customer service.

Product-led SaaS, B2C apps and modern mid-market support teams that want AI-first deflection alongside human chat, plus outbound messages and a help centre on one platform. Less of a fit for very small support teams on a tight budget or for enterprise contact-centre work that needs deep voice.

Sold per seat with usage-based AI charges on top. Essential starts around USD 39 per seat per month, Advanced around USD 99 and Expert around USD 139. Fin AI resolutions are billed separately at around USD 0.99 per resolution. Most teams underestimate the AI line - model it explicitly.

Right when AI deflection, in-product messaging and a polished agent experience all matter, and you can justify per-seat plus per-resolution costs. Wrong fit when budget is tight (Crisp, Tidio, Chatwoot do the basics for less) or when you need true enterprise contact-centre voice (use Zendesk or a CCaaS platform).

Pricing has changed several times in recent years - read the current commercial terms carefully. Fin resolution costs can spike as ticket volume rises; tune the bot scope. Email-only customers can rack up seat costs; segment your inbox usage. Renewals are negotiable - don't accept the first quote.