Intercom
Intercom, now branded Fin, in 2026: seat plans from $29/month plus Fin AI agent at $0.99 per outcome. Salesforce agreed to acquire it in June 2026.
About Intercom
What is Intercom (2026 update)
Intercom is a customer service platform combining a shared inbox, ticketing, help center, and an AI support agent called Fin that can resolve customer questions on its own. In May 2026 the company renamed itself Fin, reflecting that the AI agent now drives roughly a quarter of total revenue and nearly all of its growth, though the underlying helpdesk product still carries the Intercom name in its plans and interface.
What is new in 2026
- The company rebranded from Intercom to Fin in May 2026 to reflect the shift toward AI-driven support.
- Fin Apex 1.0, a post-trained language model built specifically for customer support resolution, launched in March 2026.
- Fin Operator entered early access in May 2026 for Pro-tier users, an AI agent whose job is to monitor, configure, and improve the performance of the customer-facing Fin agent, with general availability planned for summer 2026.
- Fin Voice launched to answer support calls naturally, handle complex questions, and hand off to a human agent when needed.
- Fin is moving toward a multi-role architecture, switching between service, sales, and other specialized roles inside a single agent based on conversation context.
- In June 2026, Salesforce signed a definitive agreement to acquire Fin (formerly Intercom) for approximately $3.6 billion; as of this writing the deal is signed but not yet closed.
Key features
- Shared team inbox for email, chat, and messaging channels.
- Fin AI agent that resolves customer questions automatically, with Fin Voice extending this to phone calls.
- Ticketing and help center tools for self-serve support content.
- Fin Operator to supervise and tune the AI agent’s performance.
- Usage-based channel add-ons for SMS, WhatsApp, email campaigns, and phone.
- 14-day free trial with no credit card required.
Pricing in 2026
Intercom prices per seat, billed annually for the listed rate (monthly billing costs more), plus a separate usage fee for every Fin AI resolution.
| Plan | Price | What you get |
|---|---|---|
| Essential | $29/seat/month (annual billing) | Core inbox, ticketing, help center, and Fin AI Agent included |
| Advanced | $85/seat/month (annual billing) | Everything in Essential plus 20 free Lite seats and more advanced workflow features |
| Expert | $132/seat/month (annual billing) | Everything in Advanced plus 50 free Lite seats and higher-tier support |
| Fin AI Agent | From $0.99 per resolved outcome | Charged on all plans; an outcome counts when a customer confirms resolution, does not ask for more help, or Fin completes a workflow |
A minimum of one full seat is required to start, and additional usage charges apply for messaging channels like SMS and WhatsApp. Check the official site for monthly (non-annual) rates, which run higher than the prices above.
Who should use it
Intercom fits support teams that want to automate a large share of ticket volume with an AI agent rather than hire proportionally more human agents, and that are comfortable with usage-based pricing that scales with resolution volume. Larger teams benefit most from Advanced or Expert, since the free Lite seats reduce the effective per-agent cost as headcount grows.
Limitations and alternatives
The combination of per-seat and per-resolution pricing makes total monthly cost harder to predict than a flat-fee helpdesk, and a realistic 10-seat team with moderate AI volume can land around $3,100 a month all-in. The pending Salesforce acquisition also adds uncertainty about the product’s long-term roadmap and pricing once the deal closes. Alternatives to consider include:
- Zendesk, a longtime competitor with its own AI agent and a similarly seat-plus-usage pricing structure.
- Freshdesk, generally priced lower per seat for teams that need fewer AI-automation features.
- Help Scout, a simpler shared inbox option for smaller teams that do not need a heavy AI resolution layer.
Frequently asked questions
How much does Intercom cost in 2026?
Seat plans start at $29/seat/month for Essential (annual billing), rising to $85 for Advanced and $132 for Expert, plus a usage fee from $0.99 per Fin AI resolved outcome.
Why is Intercom now called Fin?
The company rebranded to Fin in May 2026 because its AI support agent, also named Fin, now drives about a quarter of total revenue and nearly all of its growth.
Is Intercom being acquired?
Yes, Salesforce signed a definitive agreement in June 2026 to acquire Fin, formerly Intercom, for approximately $3.6 billion. As of this writing the deal was signed but not yet closed.
How is Fin AI agent usage charged?
Fin charges from $0.99 per resolved outcome, counted when a customer confirms their issue is resolved, does not ask for further help, or Fin completes a workflow, on top of the per-seat plan price.
Information last verified: September 2026.
Related Tools
