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Intercom Overview
Intercom features explained
Intercom features explained
Learn about each of Intercom's features for customer service.
Des Traynor avatar
Written by Des Traynor
Updated over a week ago

What is each product for?

Intercom’s plans all contain different features which enable you to engage with your customers in different ways.

With a fully customizable design, you can align all your brand and business needs, while engaging customers in-context and driving action across their journey in the Intercom Messenger.

The fastest, most effective, and powerful Inbox built for support at scale. Meet the all-new Intercom Inbox, built to help your team resolve customer issues faster in a tool they love.

Go beyond simple live chat and handle complex customer requests asynchronously with tickets built for cross-functional collaboration.

Fin is a breakthrough AI bot for customer support that accurately and immediately answers customer questions using your own knowledge base, reducing support volume and resolution times. Fin is integrated with OpenAI's ChatGPT 4.0.

AI-Assist Inbox and Articles features provide customers with better quality answers, fast. These features are integrated with OpenAI’s GPT.

Publish articles to a knowledge base to provide your customers with self-serve support. Articles can be shared automatically in the Messenger, or by teammates in conversations.

Use targeted email, mobile push, and in-app messages to encourage customers to take action, or convert visitors to loyal customers. Outbound Messages enable you to onboard, and proactively support your customers on the web and in your mobile app.

Share contextual and relevant announcements with your customers, through the Messenger and from your dedicated News Center.

Capture customer feedback and use it to create a better customer experience. Store customer responses as user attributes and use them to trigger a series, tailor workflows, and configure the Messenger experience.

Increase engagement and encourage action with true two-way SMS connecting you to your customers—anytime, anywhere.

Onboard and support customers, and highlight new features with guided, adoption-driving tours. Build Tooltips and Checklists seamlessly into your tours.

Drive engagement in your product by encouraging customers to take action with personalized and targeted Checklists.

Offer a non-disruptive and contextual experience when educating customers in your product with code-free Tooltips.

Create customized, conversational bots to qualify leads, triage support inquiries and more.

Automatically answer customer questions and resolve simple issues so your team has more time for personal customer interactions.

Integrate your external data with Intercom bots and enable customers to self-serve effectively, while reducing inbound conversation volume and repetitive questions for your team.

Reduce hold times for your customers and move phone conversations to the Messenger — built to handle support at any scale.

Everything you need to know to get your workspace set up

And more! In just 40 minutes, you’ll learn how to:

with Intercom Academy

What features do I get with each plan?

For an outline of the key features included with each plan, including the features that come with the Intercom Platform, see our plans and pricing.


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