• Intercom is a customer messaging and engagement platform.
• Designed for communication throughout the user lifecycle: acquisition, support, and retention.
• Integrates live chat, bots, email, in-app messaging, help-center content, AI automation, and analytics.
• Features native integrations and powerful automation workflows.
• Includes AI-driven tools, such as the “Fin” agent.
• Aims to enhance conversational relationships, boost conversions, and minimize manual service efforts.
Real-time chat and messaging across web, mobile and in-app environments for live connection with users
AI-powered agent (Fin) and automation workflows that can route, resolve and escalate conversations automatically
Shared inbox and ticketing system consolidating messages from chat, email, social and more into one workspace
Public Help Center content builder and knowledge base for self-service across channels and brands
Targeted outbound messaging including product tours, onboarding sequences and lifecycle campaigns
Deep integration ecosystem connecting to CRMs, apps and third-party tools to enrich data and workflows
Analytics & reporting dashboards for monitoring conversations, team productivity and customer outcomes
Multi-brand and multilingual support, enabling distinct experiences for different brands or regions
No-code and low-code workflow builder allowing teams to automate routing, tagging, follow-ups and SLA enforcement
Mobile SDK and embedded messenger options allowing conversational experiences directly inside apps or sites
What types of businesses is Intercom best suited for?
Intercom is well-suited for companies that want to engage users continuously across acquisition, support and retention—especially SaaS, product-led, digital-service and scale-up organisations.
Does Intercom include AI automation and bots?
Yes — Intercom includes its AI agent “Fin” and workflow automation features that can handle many common tasks, route conversations and escalate to humans when needed.
Can I use Intercom for self-service and knowledge base articles?
Yes — it offers a Help Center builder and knowledge base which can be branded, multilingual and embedded across channels for customer self-service.
Will Intercom integrate with other tools we already use?
Absolutely — Intercom supports integrations with CRMs, marketing tools, analytics platforms and many apps, enabling enriched data and workflow continuity.
How does pricing work and what should I consider?
Intercom’s pricing is tiered and based on package features (e.g., Essentials, Advanced) and usage such as seats or contacts. You should evaluate team size, message volume and required integrations when selecting a plan.