This article refers to our new pricing plans. For information about one of our legacy plans, please log in to view these articles instead, or contact us through the Messenger.
Access to an Intercom workspace requires a seat, and every teammate must have only one seat assigned to them. There are two types of seats:
Full seats
A full seat provides full access to all Intercom capabilities contained within your chosen core plan. Each teammate/employee requires a seat to access your Intercom workspace.
There is a monthly cost for each seat based on the core plan:
Essential - $39/full seat
Advanced - $99/full seat
Expert - $139/full seat
Note:
Prices are shown in United States Dollars (USD).
Every plan comes with 1 minimum seat and no maximum seats.
All seats in your workspace must be from the same core plan. For example, a workspace can’t have 3 seats from the Essential plan and 4 seats from the Advanced plan.
You won’t be charged for full seats during a trial.
Seat prices may be discounted if you pay yearly for your subscription.
Inviting teammates
Invite people to join your workspace by assigning them a seat. Only when the employee/user accepts the invite, do we count that seat as used (which will be billed if it’s a full seat), otherwise the invitation remains as "pending".
Roles and permissions let you limit teammates’ access to features if needed.
How seats are billed
Seats are billed ahead for the next billing period. Seat usage will be prorated which means you’re charged for the number of seats you actually had assigned to a teammate on each day of the billing period.
Learn more about seat usage charges:
Lite seats
Lite seats provide limited access and permissions for a workspace to support cross-functional collaboration in and outside your organization (e.g. finance and billing teams, legal counsels, engineers and designers, etc.).
There are a limited number of lite seats included on the following plans:
Advanced - 20 lite seats
Expert - 50 lite seats
(The Essential plan doesn’t offer any lite seats).
Lite seats are not charged per seat, they’re simply included on the Advanced and Expert plans. The number of lite seats available to you will be communicated in your workspace and on your Order Form.
Lite seat access
Teammates with lite seats will see a simplified Help Desk with some notable differences from teammates who have a full seat.
| Lite seats can | Lite seats can't |
Inbox |
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| View their @mentions | View or access right sidebar (attributes, apps, etc.) |
| Access Help or give feedback link on left panel |
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Conversations and tickets |
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| View individual conversations where they have been provided a link
View tickets where permissions allow (not just ones where they have been mentioned) | View/browse all conversations in a single view/list |
| See who else is looking at the conversation at the moment (top bar label) | Be assigned a conversation (i.e. no personal Inbox, no teams, no reporting on time spent) |
| See conversation events (turned Off by default, when turned On only show only relevant ones) | Reply to conversations |
| View conversation current status | Start outbound conversations |
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| Use Fin AI Copilot |
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| Create a new conversation/ticket |
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| Snooze a conversation |
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| Close a conversation |
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| Manage (add/delete) conversation participants |
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| Convert conversation to ticket |
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| Share a ticket (while creating it or while editing) |
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| Edit ticket/conversation attributes |
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| Change ticket status |
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| Add/edit conversation subject |
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| Create a linked ticket |
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| Access contact profile through hover on conversation message profile picture |
Composer |
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| Composer actions (via cursor or CMD+K):
| Composer actions (via cursor or CMD+K):
|
Notes |
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| Add notes to all conversations & tickets (where permissions allow) |
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| @mention any other teammate in a note |
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Tags |
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| Add a tag to a message in a conversation |
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| Create/edit/remove tags from a conversation message |
Lite seat permissions
In addition to limited Help Desk access, lite seats have the following platform access and workspace permissions:
Permission | Lite seat access | Full seat access |
Settings |
|
|
Can manage general and security settings | ✅ | ✅ |
Can manage teammates, seats and permissions | ✅ | ✅ |
Can manage teams | ❌ | ✅ |
Can change status | ❌ | ✅ |
Can manage Messenger settings | ✅ | ✅ |
Can manage Billing settings | ✅ | ✅ |
Can manage Proactive Support settings | ✅ | ✅ |
Can edit Default sender address | ✅ | ✅ |
Data and security |
|
|
Can manage workspace data | ✅ | ✅ |
Can access people, companies, and account lists | ❌ | ✅ |
Can access lead and user profile pages | ❌ | ✅ |
Can export lead, user, company data | ❌ | ✅ |
Can import contacts, companies and tickets | ❌ | ✅ |
Can manage tags | ❌ | ✅ |
Apps and Integrations |
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Can access Developer Hub | ✅ | ✅ |
Can install, configure and delete apps | ✅ | ✅ |
Help Center Articles |
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Can create and update draft Help Center Articles | ❌ | ✅ |
Can manage and publish Help Center Articles | ❌ | ✅ |
Can manage saved views for Help Center articles | ✅ | ✅ |
Knowledge Hub |
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Can create and manage content in the Knowledge Hub | ❌ | ✅ |
Automation |
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Can manage Automation settings and inbound workflows | ❌ | ✅ |
Can manage outbound workflows | ❌ | ✅ |
Proactive Support |
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Can bulk message visitors, leads and users | ❌ | ✅ |
Can publish News | ❌ | ✅ |
Can send outbound emails from custom addresses | ❌ | ✅ |
Can export Proactive Support data | ❌ | ✅ |
Can set Product Tours, Tooltips and Checklists live | ❌ | ✅ |
Can set Surveys live | ❌ | ✅ |
Can manage Surveys data | ❌ | ✅ |
Help Desk |
|
|
Can access real-time dashboard | ❌ | ✅ |
Can reassign conversations and edit lead or user ownership | ❌ | ✅ |
Can export conversation transcripts | ❌ | ✅ |
Can delete replies and notes from a conversation | ❌ | ✅ |
Can manage shared Macros | ❌ | ✅ |
Can manage Views | ❌ | ✅ |
Can manage Rules | ❌ | ✅ |
Can manage Balanced assignment and Workload management | ❌ | ✅ |
Can manage Round Robin assignment | ❌ | ✅ |
Can manage Auto Away mode | ❌ | ✅ |
Can manage teammate presence | ❌ | ✅ |
Reports |
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Can access Reports | ✅ | ✅ |
Can share Reports | ✅ | ✅ |
Can export CSV | ✅ | ✅ |
Can access Chart drill-in | ❌ | ✅ |
Can view custom reports | ✅ | ✅ |
Can create/edit custom reports | ✅ | ✅ |
Can delete custom reports | ✅ | ✅ |
See definitions for each of these permissions. You can also remove any of these permissions from teammates to further limit access to features if needed.
How seats are managed
You can see how many full or lite seats are used on your workspace by navigating to Settings > Workspace > Teammates and viewing the Seat column.
If you change your seat count mid-period, the estimated seat cost on the Subscription page and the actual invoice won’t match:
Your invoice will show accurate billing based on the actual usage days of each seat to ensure you’re only charged for the duration a seat is used.
However, the Subscription page will display seat costs based on the most recent seat count, not accounting for any prorated charges.
To manage seats, go to Settings > Teammates and hover over a teammate’s name to click the Edit button.
This allows you to select their seat type and manage their permissions and roles within your workspace.
Removing a teammate
If you remove a teammate with a lite seat, this will free up a lite seat included on an Advanced or Expert plan.
Unless you have a contracted minimum, if you remove a teammate with a full seat, this change will be prorated on your next bill and you’ll only be charged for the period that this full seat was in use.
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