Intercom plans explained [pre-March 2024]

Get an overview of how Intercom's plans work and what's included.

Beth-Ann Sher avatar
Written by Beth-Ann Sher
Updated over a week ago

This article refers to our new pricing plans. If you joined Intercom before November 15, 2023, this information may not apply to you. For information about one of our legacy plans, please log in to view these articles instead, or contact us through the Messenger.

Our new pricing plans are designed with simplicity in mind, removing unnecessary complexity, and helping you to have a clear understanding of what you're paying for.

Core plans

When you join Intercom, you’ll be given a workspace with a core plan of your choice - Essential, Advanced, or Expert. It’s possible to upgrade or downgrade between these plans.

The plan you choose determines the monthly seat price. None of our plans have seat minimums or maximums - you can purchase as few or as many seats as you need.

Each teammate requires a seat which gives them access to Intercom’s customer service solution:

The Advanced and Expert plans also include a number of lite seats, which provide limited access to Intercom.

All prices are shown in United States Dollars (USD).

Overview of features




Seat Price

(monthly list price)


No lite seats


20 lite seats included


50 lite seats included

Key Features

Includes features:

  • Shared Inbox

  • Inbox Views

  • Fin AI Assist

  • Basic bots and automations

  • Ticketing system

  • Public help center

  • Unlimited articles and collections

  • Help center customization

  • Fin AI Agent

  • Fin AI Answers

  • Fin Custom Answers

  • Live chat

  • Email

  • SMS

  • WhatsApp

  • Calling

  • Banners

  • Chats

  • Tooltips

  • Custom objects

  • Custom events

  • Pre-built reports

Includes all features from Essential plan, plus:

  • Multiple team inboxes

  • Fin AI summarize

  • Multilingual help center

  • Round robin assignment

  • Conversation topics

  • Teammate inactivity

  • Side conversations

  • Tickets portal

  • Workflows for Fin

  • Custom reports

  • Additional apps and integrations: Slack, Salesforce, Marketo and more

Includes all features from Advanced plan, plus:

  • Workload management

  • Team office hours and reply time

  • Service level agreements (SLAs)

  • Multiple Help Centers

  • Switch: phone deflection to Messenger

  • Extended API limit

  • Custom roles

  • SSO & identity management

  • HIPAA support

  • Multibrand messenger

  • Real time dashboard

Best For

Startups and small businesses with no/limited dedicated support team.

Startups and small businesses with growing (small to medium) support teams and operations.

Small businesses to mid-market companies with medium to large support teams and established operations.

Visit our pricing page for a detailed breakdown of features included on each plan.

Usage-based charges

There are additional charges for Fin AI Agent resolutions and some usage-based channels. Every plan gives you access to these features, and you’ll only pay for what you use.


Proactive Support Plus

Proactive Support Plus is designed to streamline your outbound efforts with extra features specifically designed for Proactive Support. You’ll be charged a flat fee per month plus usage-based charges for Messages Sent, if you exceed your monthly allowance. You can purchase this as an add-on to any plan.


With these optional service add-ons, you can gain access to personalized onboarding and priority customer support.

  • Premier Onboarding - Gives access to an onboarding specialist to provide custom onboarding help for a one-time fee.

  • Premier Support - Gives access to faster response times, priority escalations, video chat, and greater availability from our CS team for a monthly recurring fee.

Contact Sales if you’re interested in one of these services.

Early Stage

Intercom's Early Stage program is aimed at helping eligible startups gain access to Intercom at a discounted rate. Find out what’s included and whether you’re eligible to apply here.

Getting started

To get started with Intercom, simply start a free trial - no credit card required. During the 14-day trial, you’ll have access to the Advanced plan with Proactive Support Plus.

If you're interested in the Essential plan, you may choose it during the check out step of your free trial. To get to check out, click "Buy now" in the banner at the top of your screen or wait for your trial to end.

After the free trial period, simply add your credit card details to continue using Intercom. You'll be able to continue with the Advanced plan or downgrade to the Essential plan if it suits you. You can also choose to keep or remove the Proactive Support Plus add-on.

Contact Sales if you’re interested in a free trial of the Expert plan.

Visit our pricing FAQs for more answers and details about pricing, plans and joining Intercom.


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