We want you to be fully aware when you’re reaching certain levels of usage in Intercom–which is why you can set up your own usage alerts and keep your budget on track.

Teammates with the 'Can Manage Usage Alerts' can set usage alerts for:

All teammates listed as a billing contact will be notified via email when you reach your set levels of usage.

There are two specific permissions that teammates will need to edit usage:

Can manage usage alerts

If a teammate tries to edit usage without those permissions, the 'This feature is restricted' pop up will appear.

Can manage hard limits

If a teammate tries to edit usage without those permissions, the 'This feature is restricted' pop up will appear. 👇

To view your usage, go to Subscription > Billing > This Billing Period > See all usage.

The Usage page overview, provides a comprehensive view of your account's consumption. This page helps you monitor and manage your usage of various Intercom features and services.

“Billing period” is the timeframe the charts below refer to - your current invoice period. It shows the usage data specific to your current billing cycle.

If you're on a contract, the blue threshold line on the charts indicates your contracted amount for that metric. It allows you to compare your actual usage with your contracted limit. If you come across a chart displaying usage without the presence of the blue threshold line, it indicates that you are using the metric on a pay-as-you-go basis. In this scenario, you will receive a bill for the usage at the end of the period.

If your subscription includes the Proactive Support Plus add-on, the dashboard will also provide information on your current ‘Messages Sent‘ usage.

The blue threshold line on the chart specifically represents the ‘Messages Sent’ that are covered by the base fee included in your subscription, or any contracted value. This visual cue helps you track your usage of ‘Messages Sent’ and identify the portion included in the add-on, and where you’ve gone over this amount.

You can choose which metrics you'd like to set an alert for, and each metric can have a different threshold. Setting an alert allows your workspace billing contacts to receive notifications when you are near to, or you have reached a limit.

To set a usage alert, go to Subscription > Billing > This Billing Period > See all usage.

You'll navigate to your Usage overview page. From there, click Set usage alerts next to the desired metric.

Toggle on Alerts and set a number when you would like to be notified then click Save changes.

Optionally, you can opt-in to receive notifications when your usage reaches 50% and 80% of the set threshold by selecting the checkbox labeled "Also get alerts when usage reaches 50% and 80% of the total you've entered above." If selected, your billing contacts will receive an email notification at both 50% and 80% of the usage level you set.

You can update the threshold for a usage alert at any time. If the threshold is updated to a value below the current usage level, the change will take effect from the next billing cycle. If the threshold is raised above the current usage level, changes will come into effect within the an hour.

To turn off a usage alert, go to Subscription > Billing > This Billing Period > See all usage.

From the metric, click on Set usage alerts and limits.

Toggle off the Alerts button, and click Save changes.

To set Fin AI Agent usage alerts for resolutions, navigate to Settings > Subscription > Billing > This Billing Period click on the See all usage button.

On the Usage page scroll down to Resolutions and click on Set usage alerts and limit.

In the Resolutions section, you can toggle on Alerts and set the Limit for Fin resolutions, then click Save.

Once you click Save, you will get a message when your new limits will take effect at the start of your next billing period, you will need to click Schedule changes to update the Limits. A confirmation messages for setting Alerts does not show.

The price shown next to the number of resolutions indicates the amount you’ll pay when you reach that set number of resolutions. If you have a contracted number of resolutions, it will show the additional cost above your contracted amount.

Setting and receiving this alert notification won't disable Fin AI Agent. You can take proactive measures such as setting hard limits to turn Fin AI Agent off entirely, or only enabling it for a subset of your customer support queries.

For Fin AI Agent resolutions you can also set hard limits to your usage. To set a hard limit, navigate to Settings > Subscription > Billing > This Billing Period > See all usage.

Scroll down to Resolutions and click on Set usage alerts and limit.

Here, you can toggle on the usage Limit for Fin and set the number of resolutions, then click Save.

Once this limit is reached, Fin AI Agent will be disabled for any new and existing conversations for the remainder of your billing period.

For any new conversations started after the limit is reached, the conversation will immediately jump to your configured handover steps. Fin will not be considered involved in these conversations, so they won’t count towards your resolution rate. For conversations already in progress when the limit was hit, the handover will trigger the next time the customer interacts with them.

You’ll receive an email notification as well as be notified in-app when a limit has been reached.

You can set alerts to have your billing contacts notified when you approach a certain number of Fin Voice resolutions. This helps you monitor usage without stopping the service.

To set a usage alert:

Setting an alert only sends a notification; it will not stop Fin Voice from running or prevent you from incurring further charges.

You can set a monthly cap on the number of Fin Voice resolutions to prevent unexpected overages.

To set a usage limit for Fin Voice resolutions:

Once this limit is reached, Fin Voice will be turned off for the remainder of the billing cycle.

If you have set a Fin AI Agent usage limit, you can configure a backup workflow to trigger once that limit has been reached. Create a workflow branch with the “Let Fin answer” step as one branch path, and the new “Resolution limit reached” action as the other path.

Use the "Resolution limit reached" action in the workflows Audience rules. This workflow will trigger once the usage limit has been reached.

If you do not use the “Resolution limit reached” predicate before the workflow passes to Fin AI Agent, the behavior remains unchanged. Any messages over the usage limit will be sent directly to the Inbox.

The data displayed on the Billing Overview page is refreshed automatically every 30 minutes giving you access to the most up-to-date information and transparency into your current usage. Usage alerts will be sent according to this data.

You can see details on when the page was last updated at the top of the page.

We've made improvements to how usage data is shown on your invoice: