Does Intercom have AI?

Yes, Intercom offers AI capabilities through Fin AI Agent and Fin AI Copilot. These tools automate customer support with intelligent chatbots and assist human agents in drafting replies. The AI resolves routine inquiries, references help articles, and learns from interactions, with pricing at $0.99 per resolution after the initial free allotment.

Is there a free version of Intercom?

Intercom doesn't offer a permanent free version, but it provides a 14-day free trial with no credit card required. They offer special pricing for eligible startups through their Early Stage program. Standard plans start at $29 per month per user (billed annually), with pricing based on your chosen tier, team size, and any additional features you select.

Does Intercom have an API?

Yes, Intercom provides a comprehensive REST API for retrieving and updating information from your Intercom account or integrating Intercom into your products. The API supports customization for specific business needs, with region-specific endpoints in the United States, European Union and Australia. Developers can use it to build custom integrations or automate workflows between Intercom and other tools.

Can you use Intercom as a CRM?

While Intercom isn't a traditional CRM, it offers many CRM-like capabilities for managing customer relationships. You can track interactions, store contact information, segment users, and maintain conversation histories. For robust CRM functionality, Intercom integrates with dedicated CRM platforms like Salesforce and HubSpot, allowing data to flow between systems.

Is Intercom open source?

No, Intercom is not open source software. It's a proprietary platform developed by Intercom Inc. However, it offers extensive customization through its API and integration with over 300 third-party applications. This allows businesses to extend functionality while maintaining the reliability and security of a professionally supported commercial product.

Updated May 20, 2025 at 6:36 AM

Intercom 2026: Benefits, Features & Pricing

Written by Molly Burke

Senior Specialist Analyst

Edited by Caroline Rousseau

Senior Editor

Wondering if Intercom is right for your organization?

Our Live Chat Software selection experts can help you in 15 minutes or less.

On this page

Our Summary
Pricing and Plans
Features
Integrations
Key Sentiments
User Reviews
Frequently Asked Questions

Our Summary

Intercom

4.5

(1129)

Pros:

Integration capabilities
Live chat feature

Cons:

High pricing
Limited customization

Pricing

Starting at $39.00 per month

What is Intercom:

Intercom is a customer communication platform featuring live chat widgets, email campaigns, and chatbots. It centralizes conversations from initial prospect interaction to ongoing support, integrating with third-party tools to improve customer engagement across multiple channels.

Why we like Intercom:

Featured in Software Advice's FrontRunners list of top live chat software, Intercom excels in live chat capabilities, mobile optimization, and email campaign management. Users value its real-time conversation tools while appreciating how it balances automated support with human interaction.

Who should use Intercom:

Intercom is often used by small to midsize businesses, with 74% of reviewers having two to 200 employees. It's ideal for companies enhancing customer engagement across marketing, sales, and support. Software businesses in particular say they benefit from its user onboarding and in-app support features.

Intercom Screenshots

Intercom Overview

Intercom is the only complete Customer Service solution that provides a seamless customer experience across automation and human support, delivering increased customer satisfaction while reducing costs. We're building a future where most customer conversations are successfully resolved without needing human support, freeing up your team to work on higher value customer conversations.

Intercom's key features include the Fin AI Agent. This agent uses the company's knowledge base to generate accurate answers, communicate in the brand's tone, and take actions on behalf of cust...

Intercom Pricing and Plans

Starting price: $39.00 per month

Free Trial

Free Version

Essential

$39.00

per user, per month

Plan includes:

Basic Chatbots and Automations
Fin AI Compose
Ticketing System
Public Help Center
Live Chat
Inbound Email
Custom Objects
Custom Events
Pre-Built Reports
Shared Inbox

Advanced

$99.00

per user, per month

Plan includes:

Fin AI Summarize
Workflows for advanced automations
Workflows for Fin
Additional apps and integrations: Slack, Salesforce, Marketo and more
Multiple Team Inboxes
Custom Reports
Side Conversations
Multilingual Help Center
Conversation Topics
Round Robin Assignment

Expert

$139.00

per user, per month

Plan includes:

HIPAA support
Real Time Reporting
Multibrand Messenger
Custom Roles
Custom Service Level Agreements (SLAs)
Increased Extended API Limit
SSO & Identity Management

Proactive Support Plus add-on

$99.00

usage based, per month

Plan includes:

Posts
Push Notifications
Product Tours
Surveys
Series
Checklists
News
A/B Testing
Webhooks
Versioning

The Early Stage program

$65.00

per month

Plan includes:

Fin AI Summarize
Additional apps and integrations: Slack, Salesforce, Marketo and more
Multiple Team Inboxes
Conversation Topics
Round Robin Assignment
Side Conversations
Multilingual Help Center
Workflows For Advanced Automations
Custome Reports

Confused about pricing? We've got you covered.

Get a personalized pricing breakdown tailored to your specific needs—no guesswork, no generic estimates.

Our Analysis of Intercom's Pricing Plans

We've conducted a thorough examination of Intercom's pricing plans to help you determine which option best aligns with your customer service needs and budget constraints. We've also outlined the key advantages and limitations of each plan. Intercom offers three main pricing tiers: Essential, Advanced, and Expert plans, along with additional add-ons and special pricing for startups. Each plan is designed to cater to different business sizes a...

nd support requirements, and understanding the nuances of each is crucial for making an informed decision. **Essential plan** The Essential plan serves as Intercom's entry-level offering, designed for individuals, startups, and small businesses looking to establish effective customer communication channels. Priced at $29 per seat per month when billed annually (or $39 per seat per month when billed monthly), this plan provides fundamental customer engagement tools including a shared inbox, inbox views, AI-powered assistance, and multiple communication channels. **Pros:** - **Robust AI support:** Includes both Fin AI Agent and Fin AI Copilot to automate responses and assist support teams. - **Multi-channel communication:** Combines live chat, email, and in-app messaging—unlimited and included by default. - **Proactive engagement tools:** Features like banners and tooltips help guide users and improve overall experience. **Cons:** - **Limited workflow automation:** Lacks advanced automation options for more complex support processes. - **Basic internal collaboration:** Missing features for agent-to-agent coordination, which may affect larger teams. - **Constrained customization:** Fewer options for tailoring the interface and functionality to unique business needs. **Advanced plan** The Advanced plan is tailored for growing support teams that need more sophisticated tools to manage increasing customer inquiries efficiently. At $85 per seat per month when billed annually (or $99 per seat per month when billed monthly), this plan builds upon the Essential Plan with enhanced automation capabilities and more advanced AI features to improve team productivity and customer satisfaction. **Pros:** - **Stronger automation:** More robust tools for handling routine inquiries and streamlining support workflows. - **Advanced AI features:** Improves response accuracy and efficiency with enhanced AI capabilities. - **Built for scale:** Infrastructure supports growing teams and increasing customer demands. **Cons:** - **Notably higher cost:** A significant jump from the Essential plan, which may be tough for smaller teams. - **Steeper learning curve:** Advanced functionality may require additional training and onboarding time. - **Lacks some enterprise tools:** Missing certain collaboration and security features larger organizations may expect. **Expert plan** The Expert plan is Intercom's premium offering, designed for large support teams with complex requirements. Priced at $132 per seat per month when billed annually (or $139 per seat per month when billed monthly), this comprehensive plan includes all features from the Advanced plan plus sophisticated collaboration tools, enhanced security features, and multibrand support capabilities. **Pros:** - **Robust collaboration tools:** Enables efficient teamwork with features designed for large, multi-agent support teams. - **Advanced security:** Offers enhanced protections for sensitive customer data and communications. - **Multibrand support:** Improves service management across multiple brands within a single platform. **Cons:** - **Premium pricing:** As the highest-priced plan, it may be out of reach for smaller organizations. - **Complex feature set:** The breadth of capabilities can be overwhelming or underused by leaner teams. - **Resource demands:** Requires dedicated admin oversight to fully implement and maintain advanced features. **Extra Features and Programs** In addition to its three core pricing tiers, Intercom offers several add-ons and alternative pricing options to help businesses tailor the platform to their needs: **Proactive Support Plus ($99 per month for 500 messages):** This optional add-on expands proactive engagement capabilities and can be added to any plan. It uses a usage-based model based on the number of messages sent and is designed to help businesses reach out to customers before issues arise. **Pay-As-You-Go channels:** Businesses can also enable additional communication channels—including SMS, WhatsApp, phone support, and email campaigns—without upgrading to a higher plan. This flexible model allows teams to scale communication based on usage, offering cost control and channel-specific customization. **Intercom for Startups:** Eligible early-stage startups can apply for discounted pricing through Intercom’s startup program. The offer includes a 90% discount in year one (just $65/month), followed by 50% off in year two and 25% off in year three, providing access to powerful tools at a startup-friendly rate. **Conclusion** After analyzing Intercom’s pricing structure, it’s clear the platform offers flexible options designed to support businesses at various stages of growth and with differing customer service needs. **For individuals, startups, and small businesses:** The Essential plan provides a solid foundation with AI-powered tools, a shared inbox, and multi-channel support. Priced at $29 per seat per month (billed annually), it offers strong value for teams with basic support requirements. Eligible startups may also benefit from the Intercom for Startups program, which offers steep discounts as they scale. **For growing support teams:** The Advanced plan balances cost and capability. At $85 per seat per month (billed annually), it adds more powerful automation and AI features that help teams manage increasing inquiry volume and boost efficiency—ideal for businesses expanding their customer support operations. **For large, complex organizations:** The Expert plan delivers enterprise-grade functionality at $132 per seat per month (billed annually). With features like advanced collaboration tools, security enhancements, and multibrand support, it’s well-suited for teams supporting high volumes across multiple brands or regions. Intercom also offers optional add-ons such as Proactive Support Plus and pay-as-you-go communication channels, allowing businesses to customize their setup based on specific needs without committing to bundled features they may not use. When evaluating which plan to choose, organizations should consider their current support volume, team size, feature requirements, and projected growth. Aligning these factors with the appropriate tier—and optional add-ons—can help optimize support performance while staying cost-efficient. Flexible monthly or annual billing options also make it easier to manage budgets, with savings available for long-term commitments.

Compare Pricing

Compare pricing across our most frequently recommended Live Chat products.

Software options

Starting price*

User rating

LiveHelpNow

$21.00 per month

4.60(72 reviews)

recommendations

Comm100

$31.00 per month

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recommendations

Zendesk Suite

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4.41(4066 reviews)

recommendations

*Defined as the price above any available free plan

Intercom Features

Drawn from insights across 1129 verified reviews, we've outlined Intercom's best and worst rated features and how they stack up against the average rating.

Intercom's score

Category average

Intercom's Best Rated Features

Customizable Fields

4.78

4.01 category average

Communication Management

4.71

4.57 category average

Live Chat

4.70

4.31 category average

Intercom's Worst Rated Features

Campaign Management

3.75

3.71 category average

Third-Party Integrations

3.80

4.08 category average

Email Marketing

3.82

3.58 category average

Popular features found in Live Chat
Autoresponders
Canned Responses
Chat/Messaging
File Sharing
Mobile Access
Multi-Channel Communication
Real-Time Notifications
Support Ticket Management
Third-Party Integrations
Transcripts/Chat History
Transfers/Routing
More features of Intercom
2-Way Messaging
A/B Testing
Access Controls/Permissions
Activity Dashboard
Activity Tracking
AI Copilot
AI/Machine Learning
Alerts/Escalation
Alerts/Notifications
Analytics
API
Appointment Management
Asynchronous Learning
Audience Targeting
Automated Responses
Automated Routing
Batch Communications
Behavior Tracking
Blended Learning
Campaign Analytics
Campaign Management
Campaign Scheduling
Campaign Segmentation
CAN-SPAM Compliance
Catalog Management
CES Survey Structure
Chatbot
Click Tracking
Client Management
Code-free Development
Collaboration Tools
Communication Management
Configurable Workflow
Contact Database
Contact Management
Contextual Guidance
CRM
CSAT Survey Structure
Customer Communication
Customer Database
Customer Experience Management
Customer History
Customer Journey Mapping
Customer Segmentation
Customer Service Analytics
Customer Support
Customer Surveys
Customizable Branding
Customizable CTAs
Customizable Fields
Customizable Forms
Customizable Reports
Customizable Templates
Dashboard
Data Import/Export
Data Synchronization
Data Visualization
Drag & Drop
Drag & Drop Editor
Drip Campaigns
Dynamic Content
Email Automation
Email Campaign Management
Email Management
Email Marketing
Email Templates
Email Tracking
Employee Onboarding
Engagement Tracking
Event Triggered Actions
Feedback Management
For Sales/Marketing
For Startups
Geotargeting
Help Desk Management
Human Handover
In-App Training
Inbox Management
Incident Management
Interaction Tracking
Interactive Content
Knowledge Base Management
Knowledge Management
Language Detection
Lead Capture
Lead Distribution
Lead Generation
Lead Management
Lead Nurturing
Lead Qualification
Lead Segmentation
Lead Verification/Validation
List Management
Live Chat
Macros/Templated Responses
Marketing Automation
Mass Texting
Message Personalization
Mobile App
Mobile Optimization
Monitoring
Multi-Campaign
Multi-Channel Data Collection
Multi-Channel Marketing
Multi-Language
Natural Language Processing
Negative Feedback Management
NPS Survey Structure
Offline Form
On-Demand Communications
One-to-One Messaging
Performance Metrics
Personalization
Pre-Configured Bot
Prioritization
Proactive Chat
Process/Workflow Automation
Progress Tracking
Prospecting Tools
Query Suggestions
Queue Management
Real-Time Analytics
Real-Time Chat
Real-time Consumer-facing Chat
Real-time Conversations
Real-Time Data
Real-Time Monitoring
Real-Time Reporting
Reporting/Analytics
Reporting & Statistics
ROI Tracking
Role-Based Permissions
Screen Sharing
Search/Filter
Segmentation
Self-paced Learning
Self Service Portal
Self Service Tools
Sentiment Analysis
Service Level Agreement (SLA) Management
Single Sign On
SMS Marketing
SMS Messaging
Social Media Integration
SSL Security
Subscriber Management
Survey/Poll Management
Surveys & Feedback
Tagging
Task Management
Template Management
Templates
Text Analysis
Text Editing
Ticket Management
User Management
User Onboarding
Visual Analytics
Website Integration
Website Visitor Tracking
Workflow Management
WYSIWYG Editor

Intercom Integrations

Based on 1129 verified reviews, we've identified products most frequently integrated with Intercom.

Slack

Integration rated 4.9 from 31 reviews

Eduardo Raad

CEO

Used for more than 2 years

Reviewed May 2022

"We receive important issue notifications via Slack (an unhappy customer just sent a message)"

Jira

Integration rated 4.1 from 14 reviews

Calendly

Integration rated 4.0 from 10 reviews

Salesforce Sales Cloud

Integration rated 4.1 from 9 reviews

WordPress

Integration rated 4.5 from 7 reviews

Integration rated 4.8 from 6 reviews

Segment

Integration rated 4.7 from 6 reviews

See all 118 integrations

Intercom Key Sentiments

We analyzed 1129 verified reviews for Intercom to find out what actual users really think.

Most Positive Sentiments

Customer engagement

75% Positive

17% Neutral

8% Negative

Users value Intercom’s tools for driving proactive customer engagement across the entire lifecycle. They highlight features like onboarding flows, announcements, and automated messaging that help reduce churn and strengthen customer relationships. Detailed analytics and reporting also help track behavioral patterns and optimize engagement strategies.

Customer chat support

72% Positive

20% Neutral

7% Negative

Users praise Intercom’s real-time chat capabilities for delivering responsive, personalized support. They find it especially useful for resolving customer issues quickly, managing conversations efficiently, and integrating with help desk tools. The platform’s ability to improve support workflows and maintain clear communication history improves overall satisfaction for support teams and end users alike.

Team collaboration

62% Positive

25% Neutral

13% Negative

Users appreciate Intercom for enhancing team workflows, managing customer support, and facilitating team collaboration. They find it useful for connecting with customers, sharing information, and working together on support tasks. Additionally, users value the ability to add team members, assign tasks, and use shared inboxes for efficient communication.

Least Positive Sentiments

Messaging

43% Positive

40% Neutral

17% Negative

Users value Intercom’s ability to automate messaging workflows, segment audiences, and integrate notifications with tools like Slack. The in-app messaging feature is appreciated for its targeting capabilities, especially in marketing or onboarding scenarios. However, some users report issues with delayed delivery and limited customization, which can hinder message relevance and timely responses.

Customer response efficiency

44% Positive

29% Neutral

26% Negative

Users commend Intercom for its quick response times, mobile app support, and automated replies, which help maintain customer satisfaction. They find the platform effective for providing instant responses and managing customer inquiries efficiently. However, some users face issues with response efficiency, delayed replies, and customer frustration due to slow response times and automated reply limitations.

Email marketing

46% Positive

29% Neutral

26% Negative

Users find Intercom useful for managing email campaigns, segmenting customer lists, and automating email marketing tasks. They appreciate the multichannel messaging capabilities and the ease of creating email templates. However, users encounter challenges with email formatting, setting up campaigns, and the lack of advanced email marketing features, which can limit their marketing efforts.

Intercom User Reviews

Overall Rating

4.5

Ratings Breakdown

65%

25%

Secondary Ratings

Ease of Use

4.4

Value for money

4.0

Customer support

4.3

Functionality

4.4

Verified

Reviewer

Computer Software

51-200 employees

Used weekly for more than 2 years

Review source

Reviewed July 2025

Great for the enterprise

Ratings Breakdown

Ease of use

Functionality

Previously 5

Pros:

It’s really easy to use and I’m able to jump in without any setup really. Ticketing is made easy and I’m able to collaborate.

Cons:

I would say it’s not ideal for folks that need SLA tracking or escalations within the ticket itself. There are also some reporting drawbacks.

Verified

Reviewer

Events Services

11-50 employees

Used daily for less than 6 months

Review source

Reviewed February 2025

Best in class support solution

I have been extremely impressed with the functionality within Intercom and how it can support our SaaS business. Whilst pricing can be seen as slightly high, you do get what you pay for.

Ratings Breakdown

Ease of use

Value for money

Customer support

Functionality

Pros:

The unified agent experience, and the customisability within the agent front end. We are able to integrate data far more easily than we were with our existing solution and platforms we assessed.

Cons:

The pricing model is slightly steep, with functionality which would be considered essential on other platforms (balanced agent loading!) stuck in the highest tier.

Reasons for switching to Intercom

Limited functionality and ongoing support issues.

Fernando P.

Verified reviewer

Information Technology and Services

11-50 employees

Used daily for less than 2 years

Review source

Reviewed December 2019

Best software for proving support

Previously 4

Coundn't be better. Today I cannot imagine our daily support activies without this software.

Ratings Breakdown

Ease of use

Value for money

Previously 4

Customer support

Functionality

Previously 3

Pros:

Its hard to say what I like the most, since are so many great features. Still, I believe the Inbox module is by far the great thing about it, since it allows a direct communication with clients.

Cons:

A couple of months ago articles sharing was changed on the inbox feature. Now, when you share an article via conversation the client cannot open it on a separate page. This is terrible for most clients, a source of great complain.

Roldan T.

Verified reviewer

Airlines/ Aviation

1001-5000 employees

Used daily for more than 2 years

Review source

Reviewed December 2025

Nexus - the central connection

Magnifico!!! This is all I can say. Truly amazing tools. What more can I say? It is absolutely perfect.

Ratings Breakdown

Ease of use

Value for money

Customer support

Functionality

Pros:

Reality has gone beyond my expectations. This is one of the greatest tools and truly worth the price. Our way of communicating and messaging our customers and clients has become more convenient and reliable and time saving.

Cons:

Nah! Everything is perfect—the features, the setup, and the accessibility are things you will be delighted with.

Mathieu G.

Verified reviewer

Accounting

2-10 employees

Used daily for more than 2 years

Review source

Reviewed September 2024

Really good but expensive

Good interface, quick search, easy to use for all the team

Ratings Breakdown

Ease of use

Value for money

Customer support

Functionality

Pros:

Really helpful for chat with lead and customer. Possibility to make series to automate communication. Possibility to send event to customize serie

Cons:

Intercom is really too expensive and each new feature are more and more expansive. We can't use other feature, Intercom is the service with the higer price in our company.

Reasons for choosing Intercom

We use Intercom before Crisp. I prefer Intercom GUI. All our database and help desk exists in Intercom. Don't want spend time to switch from Intercom to Crisp. But Crisp is really a good service and really less expensive

Vendor Response

Darragh here, I'm CTO at Intercom. We made some big mistakes on pricing historically and I'm really sorry to hear they've faced you. While some people will opt for very cheap or free point solutions, our product is incredibly broad, capable, and robust, and we've restructured our pricing to be very accessible for small companies, with plans starting at as little as 29$ / month, and a very generous program for early stage companies to use all the power of Intercom with significant discounts. It sounds like you're suffering one of our old models - I'd love to see whether we can make some changes to your plan that solve your issues? Please let me know at darragh@intercom.com and I'll make sure you get sorted.

Replied September 2024

Cyrus C.

Verified reviewer

Computer Software

11-50 employees

Used daily for less than 2 years

Review source

Reviewed March 2025

Powerful tool that annoys customers

Intercom is a very well made tool with lots of capabilities, but we often found it just set us up for failure as our customers would be upset by the time they asked for a real person. It was counterintuitive and not worth the price.

Ratings Breakdown

Ease of use

Value for money

Customer support

Functionality

Pros:

It was nice to not have to worry about always being available to answer live chats

Cons:

Most people got frustrated and would request to talk to a real person anyways

Reasons for switching to Intercom

We made the switch from ChatSpot to Intercom because we needed something that could run itself and save us time from talking to customers. However, we are going back to ChatSpot because we have happier customers that way.

Vendor Response

Hey Cyrus, Bobby here, I lead the CS team at Intercom. I’m not fully following your feedback. Our AI Agent Fin can resolve 50%+ of questions instantly, and easily hand over to your team the rest. If it wasn’t working well for you or your customers we’d love to help you. Feel free to email me at Robert.stapleton@intercom.io if you want! Thanks

Replied April 2025

Allison M.

Verified reviewer

Real Estate

51-200 employees

Used daily for less than 2 years

Review source

Reviewed August 2024

Great product if you don't mind the pay per hit pricing structure.

Support was very responsive and helpful. The platform itself was great. Unfortunately it just didn't make sense to continue paying a premium for a platform that was so challenging to actually deploy (specifically communication features) due to the pricing structure.

Ratings Breakdown

Ease of use

Value for money

Customer support

Functionality

Pros:

Great design and easy to use editor in their article creation feature.

Cons:

Pricing structure is very challenging to understand. You were charged extra based on the communication feature used, in some cases based on "all users", and in other cases based on "logged in users". Basically "per hit", but they had two different definitions of what constituted a "hit". Also, they have 3 different "products" of features that are packaged together. In some cases we were permitted to do a "light" version of a package and only get the specific features we wanted while another very desirable feature was packaged into a "product" we didn't need so it became cost prohibitive to add that feature.

Reasons for choosing Intercom

There were a few key features that Intercom had that the others did not. Intercom was the most built out from a "no code" perspective whereas several of the others required some experience in HTML/CSS to really maximize their platforms.

Vendor Response

Hi Allison, Declan here - I'm VP of Customer Support at Intercom. I'm sorry to hear about the challenges you've faced with our pricing structure. We made major relaunches on pricing last year, and it sounds like you might still be on a legacy plan. I'd love to chat about this further with you and see if we can make some changes to your plan. If you're open to chatting you can email me at declan.ivory@intercom.io. Thanks!

Replied August 2024

Victor D.

Verified reviewer

Marketing and Advertising

11-50 employees

Used daily for more than 2 years

Review source

Reviewed August 2025

Mastering Intercom helps to master your customer support!

There's a learning curve when trying to set up Intercom, but the support team is helpful (yes, [sensitive content hidden] is helpful too). Feedback is heard and new features enhance usability (shortcuts FTW).

Ratings Breakdown

Ease of use

Value for money

Customer support

Functionality

Pros:

The customisation options, workflows/rules and the integrations truly help to make Intercom your own. Keeping it simple with just a few features or building an overly complex message flow, it's all supported

Cons:

Although AI definitely is the future of customer support, the last feature updates, webinars and other communication only revolve AI. More new content regarding non-AI usage is welcome!

DAVIS O.

Verified reviewer

Information Technology and Services

1001-5000 employees

Used daily for more than 2 years

Review source

Reviewed August 2025

Intercom is Incredible!!

The live chat is fast and responsive, and the ability to see user activity in real time adds a layer of context that makes support feel proactive rather than reactive.

Ratings Breakdown

Ease of use

Value for money

Customer support

Functionality

Pros:

Very secure and has an easy-to-use interface. Intercom brings live chat, email, and help desk tools into one sleek interface. That means less juggling between platforms and more seamless conversations.

Cons:

Pulling reports and customizing them is challenging. While the UI is clean, some users wish for more flexibility in customizing chat widgets or automating workflows beyond what’s offered out of the box.

Tomi P.

Verified reviewer

Information Technology and Services

11-50 employees

Used daily for more than 2 years

Review source

Reviewed November 2025

Chief Growth Officer

We have been using Intercom for years and are planning to increase the usage. We basically use Intercom for all the customer data and customer comms.

Ratings Breakdown

Ease of use

Value for money

Customer support

Functionality

Pros:

Modern and flexible service designed for B2b SaaS companies. Very good that the platform is developing constantly.

Cons:

Pricing could be simpler; usage-based pricing is great but it can make the budgeting hard since the monthly usage.

Showing 1 - 10 of 1129 Reviews

See All Reviews

Intercom FAQs

Does Intercom have AI?
Yes, Intercom offers AI capabilities through Fin AI Agent and Fin AI Copilot. These tools automate customer support with intelligent chatbots and assist human agents in drafting replies. The AI resolves routine inquiries, references help articles, and learns from interactions, with pricing at $0.99 per resolution after the initial free allotment.
Is there a free version of Intercom?
Intercom doesn't offer a permanent free version, but it provides a 14-day free trial with no credit card required. They offer special pricing for eligible startups through their Early Stage program. Standard plans start at $29 per month per user (billed annually), with pricing based on your chosen tier, team size, and any additional features you select.
Does Intercom have an API?
Yes, Intercom provides a comprehensive REST API for retrieving and updating information from your Intercom account or integrating Intercom into your products. The API supports customization for specific business needs, with region-specific endpoints in the United States, European Union and Australia. Developers can use it to build custom integrations or automate workflows between Intercom and other tools.
Can you use Intercom as a CRM?
While Intercom isn't a traditional CRM, it offers many CRM-like capabilities for managing customer relationships. You can track interactions, store contact information, segment users, and maintain conversation histories. For robust CRM functionality, Intercom integrates with dedicated CRM platforms like Salesforce and HubSpot, allowing data to flow between systems.
Is Intercom open source?
No, Intercom is not open source software. It's a proprietary platform developed by Intercom Inc. However, it offers extensive customization through its API and integration with over 300 third-party applications. This allows businesses to extend functionality while maintaining the reliability and security of a professionally supported commercial product.