Intercom Phone is priced based on usage - for inbound calls (minutes), outbound calls (minutes), Messenger calls (minutes), recordings (minutes) and phone number provisioning (monthly charge). You can see all countries we support and their associated prices here.

Phone number prices depend on the region and type of the phone number (local, toll free or mobile). For example, local and Toll Free US numbers have different prices.

You can see all countries we support and their associated prices here.

Phone number prices will be billed every month the phone number is active. All prices are exclusive of applicable taxes.

Phone call minute prices vary based on the call direction (inbound, outbound), region and phone number type (local, toll free or mobile).

You can see all countries we support and their associated prices here.

Billing will be rounded off to the next minute. For example, if a call lasts 2min 35sec it will be billed for 3 minutes. All prices are exclusive of applicable taxes.

Phone call minutes are calculated from the start of the call until the call has ended. This includes the time customers calling your business spend in the IVR, wait queues and on-hold.

You can see a breakdown of your individual call usage and costs from Settings > Billing > Subscription in your workspace.
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In Intercom Phone call details, “Terminated by” indicates which party caused the call to hang up/end (e.g., the customer, the teammate/agent, or the system/IVR flow).

No, charges are not applied while a customer is waiting for a callback. Charges only begin when both parties are connected and the call is active. They stop immediately once either party ends the call.

Yes! You can trial Intercom Phone free for 14 days. You can use up to $10 during this time period. Once this is reached, access to Phone features and functionality will be seized, unless the account converts to a paid account.

If you continue to use Intercom Phone after your trial period ends, you will be billed for your usage at the rates listed here.

If you do not wish to continue using Intercom Phone, make sure to delete all phone numbers from your workspace.

The trial number can't be reused or added back to the account after the trial has ended.

To view the usage for your current billing period, go to Settings > Subscription > Usage. You can set usage alerts and view your phone usage in this section 👇

Phone Usage is enabled automatically for workspaces with active phone subscriptions — you do not have to manually activate it.

Intercom Phone is currently only available to customers on our new pricing plans who joined Intercom since November 15, 2023.
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Customers on our legacy pricing plans who were not on the early beta will not have access to Phone, but you can indicate your interest via a banner on the settings page.

No. You can only provision (purchase or port) phone numbers for inbound calls from the list of countries that Intercom Phone currently supports.

If Intercom Phone does not support number provisioning in a specific country where you wish to receive inbound calls, you would need to look at purchasing or porting a number in a country that we do support. You would also need to be aware of and meet any regulatory requirements in that supported country.

Phone numbers can be provisioned for the following countries:

US and Canadian toll-free numbers are not free for all customers to call internationally. These numbers, provided by Intercom Phone through our partner Twilio, are only free for callers located within specific regions.

Toll-free calling is supported from:

For anyone calling your number from a country outside of this supported list (for example, Trinidad and Tobago), the call will not be toll-free. The caller may experience one of two outcomes:

You can connect with your customers globally using both call types, with some restrictions for certain customers:

If you need to call a restricted destination for legitimate business purposes, please contact Intercom Support to discuss your use case.

Outbound calls are restricted by default to the following destinations and number ranges:

Countries and territories:

Afghanistan (+937)
Anguilla (+1264)
Antigua and Barbuda (+1268)
Albania (+355)
Angola (+244)
Azerbaijan (+994)
Bahamas (+1242)
Barbados (+1246)
Belize (+501)
Benin (+229)
Bermuda (+1441)
Botswana (+267)
British Virgin Islands (+1284)
Burkina Faso (+226)
Burundi (+257)
Cabo Verde (+238)
Cameroon (+237)
Cayman Islands (+1345)
Central African Republic (+236)
Chad (+235)
Chile (+569 mobile range)
Comoros (+269)
Congo (Brazzaville) (+242)
Congo (DRC) (+243)
Cuba (+53)
Djibouti (+253)
Dominica (+1767)
Eritrea (+291)
Estonia (+372)
Eswatini (+268)
Ethiopia (+251)
Falkland Islands (+500)
Gabon (+241)
Gambia (+220)
Ghana (+233)
Grenada (+1473)
Guam (+671)
Guinea (+224)
Guinea-Bissau (+245)
Haiti (+509)
Honduras (+504)
Jamaica (+876, +1876)
Kenya (+254)
Lesotho (+266)
Liberia (+231)
Libya (+218)
Lithuania (+370)
Latvia (+371)
Madagascar (+261)
Malawi (+265)
Maldives (+960)
Mali (+223)
Mauritania (+222)
Mauritius (+230)
Mayotte (+262)
Mongolia (+976)
Montserrat (+1664)
Morocco (+212)
Mozambique (+258)
Namibia (+264)
Niger (+227)
Northern Mariana Islands (+670)
Palestine (+970)
Puerto Rico (+787, +939)
Réunion (+262)
Rwanda (+250)
São Tomé and Príncipe (+239)
Senegal (+221)
Serbia (+381)
Seychelles (+248)
Sierra Leone (+232)
South Sudan (+211)
Sudan (+249)
St. Helena (+290)
St. Kitts and Nevis (+1869)
St. Lucia (+1758)
St. Vincent and the Grenadines (+1784)
Togo (+228)
Tonga (+676)
Trinidad and Tobago (+1868)
Tristan da Cunha (+290)
Turks and Caicos Islands (+1649)
Uganda (+256)
US Virgin Islands (+1340)
Vanuatu (+678)
Zambia (+260)
Zimbabwe (+263)

Special number ranges:

+900 (Pay Per Call)
+800 (Universal International Freephone Number – UIFN)

Yes! Phone is now available on EU and AU workspaces. You can turn this on for your workspace from Settings.

No, there’s no way to change the phone number we provide at this time.

Intercom Phone supports multiple phone numbers per workspace. You can have as many numbers as you need.

Mobile SDKs are not supported for Messenger calls at this time.

If you remove a phone number from your Intercom workspace, for example when porting a number to another provider, your historical phone data is preserved and remains accessible.

What's preserved in your workspace Even after the number is removed, you will keep access to all historical data associated with it, including:

What changes in your workspace Removing the phone number means it can no longer be used for active calling in Intercom. Specifically:

Yes, you can send SMS from the same number as your Intercom Phone, but there are some limitations:

Reach out through the Messenger if you'd like to learn more about this.

No, we don’t support US mobile numbers for either porting or purchasing.

As of August 2025 Chile requires specific number ranges for different call types: calls requested by the end user (wanted calls) must use the +56 600 range, while unsolicited/marketing (unwanted) calls must use the +56 809 range. These are special number ranges — you must not append 600 or 809 to a local number; instead purchase and use a number from the correct range (these are available in the Twilio Console). Intercom supports Chilean numbers, but it’s the teammate’s responsibility to select the appropriate number type when calling Chilean customers. Calls that don’t comply may be moderated or blocked by local carriers, especially if reported by end users.

At the moment, it is only possible to determine this through the use of separate Team Inboxes for each of your supported languages. You can assign teammates who speak those languages to those team inboxes and in your inbound phone workflow, route the customer to the relevant team inbox based on the IVR option they select for language.

Intercom Phone uses Balanced Assignment to distribute inbound calls. Calls are assigned based on teammate availability, inbox priority, and assignment history — ensuring workload is distributed fairly across your team.

If you’re experiencing poor call quality, dropped audio, or issues with your microphone or speakers, try the following troubleshooting steps.

1. Check your network connection

2. Optimize system performance

3. Verify audio devices and settings

4. Check for browser conflicts

5. Review phone and carrier settings

International calling to certain countries may be disabled by default as a security measure to prevent fraud. If outbound calls to a specific destination are not connecting, it's possible that country has been restricted on your workspace — this can affect both standard and trial accounts.

Intercom can re-enable calling permissions for specific countries for legitimate business use. Contact Intercom Support with details of your use case and the destination you need to reach. You can check the list of restricted destinations in the "Are there geographic restrictions for Messenger and Outbound calls?" section above.

Messenger calls use a messenger app, so if your workspace has not used Messenger apps and your website that hosts the Intercom Messenger sends CSP headers, you will need to add intercom-sheets.com to frame-src directive of the CSP header. Instructions on how to fix it here.

To resolve this issue, check the Routing setting in your phone number settings. If calls are not following the workflow, ensure that the Routing setting is set to 'Configure with a workflow' instead of being assigned to a different routing option. Once you select 'Configure with a workflow', your workflow settings will become active and control the call routing.

To register your phone number, you can visit www.freecallerregistry.com and https://portal.firstorion.com (for T-Mobile) and fill out the forms regarding your company and phone number. Registering your number with analytics providers such as First Orion, Hiya, and Transaction Network Services is crucial, as carriers use these providers to determine your phone number's reputation score. This registration should be sufficient to maintain your number's reputation without needing to get a new number or appeal to the carrier.

If a teammate loses their internet connection while on an active Intercom Phone call, the call will remain active for 1–2 minutes while the system attempts to reconnect. If the connection is not restored within this time, the call will automatically end. This brief delay is designed to allow for temporary network interruptions without immediately disconnecting the call. If the teammate closes their browser window or tab, the call will end immediately.

This is a label applied by carriers and isn't directly adjusted through Intercom or even our partner Twilio. In order to resolve this, we suggest registering your number with the following services:

• https://reportarobocall.com/trf/

• https://voicespamfeedback.com/vsf/

• https://hiyahelp.zendesk.com/hc/en-us/requests/new

• http://www.freecallerregistry.com/

If outbound calls from a toll-free number end immediately without ringing, the issue is likely due to carrier-side filtering.

To resolve this:

Call Declined: This occurs when a teammate actively interacts with the incoming call notification and selects "Decline."

Call Missed: This is a passive event. It happens if the call rings for the full duration (the default is 30 seconds) without being answered, or if the system attempts to route to a teammate who is no longer reachable (e.g., they closed their browser tab).

If your number has been in a ‘porting’ status for longer than expected, your current carrier may still have a hold on the number. Contact your current carrier and ask them to release the number for porting. Once they’ve confirmed it’s released, the porting process should proceed.

There may be a formatting mismatch between how the number is stored in Intercom and your carrier — for example, an extra digit at the start of the number. This prevents Intercom from recognizing the port as complete.

Contact our Support team with your number and we’ll update the entry in your workspace to resolve the status mismatch.

If you see the error “Sorry, we’re unable to provision a phone number. Please try again or contact us in the Messenger”, this is usually caused by one of the following:

When buying a local number, the address in your regulatory bundle must match the area the number prefix is local to. Reusing a bundle from a previous number purchase — where the address belongs to a different location — will cause this error.

Create a new regulatory bundle with an address that matches the region of the number you’re trying to purchase.

GB local numbers require a UK address at the point of purchase — even if your regulatory bundle is already approved. If you only have a non-UK address, you have a few options:

To move a number from Intercom to a different provider, you don’t need to do anything in Intercom to start the process:

If a phone number was previously deleted from your workspace but not fully removed, it can block you from porting the number back in or re-adding it. To resolve this:

A porting request can be rejected by your current carrier for several reasons. Common causes include:

Contact Intercom Support with the rejection details — we'll work with you to resolve the issue and resubmit.

International porting timelines vary by country, carrier, and number type. US ports typically complete within 3–10 business days. International ports can take 4–6 weeks or longer.

These are general estimates — actual timelines depend on carrier responsiveness, documentation requirements, and country-specific processes.

Changing a scheduled porting date is difficult once it's been confirmed. Contact Intercom Support as early as possible — we'll try to arrange a new date on your behalf. The sooner you reach out, the better your chances, but it's not guaranteed.

Contact Intercom Support as soon as possible. Cancellations are straightforward before a porting date has been scheduled. Once a date is set, cancellation becomes more difficult — give us at least 3 business days' notice before the scheduled date.

The further along the process is when you ask, the less likely it is we'll be able to stop it in time.

Yes — keep your existing phone service and number active with your current carrier until the port is fully complete. Cancelling your service early can cause the port to fail or your number to become temporarily unavailable.

A porting request can fail when the number format you submitted doesn't match the format your current carrier has on record. Resubmit your number using the exact format your carrier uses, including the full country code — for example, +15551234567 for a US number. Check with your current carrier to confirm the exact format before resubmitting.

Some phone numbers and carriers don't support automated porting. When this happens, your request is converted to a manual process, which typically takes longer than a standard port. Intercom Support will let you know if your request has been switched to manual and will keep you updated on next steps.

A phone number that's been deactivated by your carrier can't be ported until it's reactivated. Contact your current carrier and ask them to reactivate the number before attempting the port. Once the number is active again, restart the porting request in Intercom.

Yes — some countries have porting processes that require additional documentation or can only be handled manually. These ports typically take significantly longer than standard requests. If you're porting a number from a country with these restrictions, contact Intercom Support before starting so we can advise on the process and timeline.

Once your port is complete, the number's status in Settings > Channels > Phone will update from 'porting' to 'active'. If you haven't received a notification but the number appears active, the port was successful. If the status hasn't updated after the expected timeline, contact Intercom Support and we'll check on your behalf.

Intercom does not currently support securely storing or passing credit card information via Phone conversations. As a workaround, teammates can use the stop/start recording feature to prevent credit card details from being recorded. However, teammates will still hear the credit card information on the call, and it is their responsibility to handle this data appropriately.

Intercom places restrictions on these due to their classification as high-risk numbers by Twilio.

If this is a big blocker for you, please reach out to our support with your use case.

Phone conversations are hidden from the Messenger by design — end users will not see phone call conversations there, and any replies sent within a phone conversation will not appear in the Messenger. What happens to follow-up messages depends on whether the customer has an email address on file: - **If the customer has an email address:** Teammate replies on a phone conversation will trigger an email notification to the customer, allowing them to respond via email. - **If the customer has no email address:** The reply will not be surfaced to the customer anywhere. In this case, the recommendation is to start a new chat conversation with the customer directly.

Historical reports do not include live calls, only calls that have ended. Phone metrics in historical reports also do not have the ability to drill down into specific conversations at this time.

Yes, Intercom Phone accepts inbound calls from customers even if their caller ID is hidden, private, or anonymous.

When an anonymous call is received:

However, the Request a callback feature in Workflows will not work for anonymous callers. Since Intercom does not have the customer's phone number, a callback cannot be executed.

If opted into Intercom Phone, all teammates in your workspace can make a call. There are no specific permissions.
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There are no permissions available to prevent teammates from deleting recordings and transcripts.

We don’t support phone number masking at this time.

'Wrap up time' is a teammate status after a call, but is currently not a call state in reporting.

As a workaround, here’s what we recommend you do:

No. Intercom does not currently retain or expose the original number dialed by a customer for inbound calls. While API endpoints provide general call data (such as the caller's phone number or call ID), the specific destination number the user originally called is not available. This includes cases where a call was transferred from another team or routed through an IVR.