Intercom offers a wide range of solutions, all focusing on better engaging and supporting your organization’s customers. Whether your team is looking to proactively reach out, or needs a way to better handle incoming request, Intercom offers a piece of that puzzle.

But, with so many different options to build out such a powerful platform, the sheer volume can be overwhelming. When it comes to making an informed decision, transparency and organization of information is key.

Thankfully, Intercom does a pretty good job of providing this information on their accord — but we wanted to take a really close look at Intercom pricing in order to help decision makers better understand exactly what they’re looking at.

A Quick Glance

Intercom’s core products can be broken down into three specific options, Messages, Team Inbox and Articles. Of course, users can combine all three (and more as you can see below) for a really robust engagement platform.

Messages

“Drive growth with targeted messages”

  • Increase sales, onboard new users and grow faster with powerful messages that deliver unparalleled performance

Through the use of targeted messages, organizations can encourage leads and website visitors to take action, as opposed to just window shopping. Intercom’s Messages solution enables teams to send emails, push notifications, in-app messages, or live chat messages embedded on your website, all of which can be targeted by specific information that your organization sets.

Features include capabilities like:

  • Auto and manual messages
  • Audience targeting
  • Message scheduling
  • Trigger times
  • Messenger customization

Team Inbox

“The best team inbox for sales and support”

  • Intercom’s team inbox accelerates workflows to drive faster responses for leads and customers

Since Messages enables your organization to send out targeted messages, the Team Inbox enables organizations a way to convert those messages into conversations, and all the features and capabilities necessary to handle those. Of course the Inbox expands beyond being just an inbox, and includes other powerful capabilities with automated workflows and chatbot support.

Features include capabilities like:

  • Operator bot
  • Email forwarding
  • Team inboxes
  • Assign conversations to agents
  • Notes & Mentions

Articles

While we place a major focus on engaging customers where they are and how they want to be engaged, we need to realize that not every single customer is looking for that human interaction.

Self-service options, like Intercom’s Articles solution, are critical at this point because they enable organizations to provide their customers with the necessary resources to seek out and receive support on their own terms.

For example, an online knowledge base containing articles on how to troubleshoot known bugs enables customers to attempt the fix on their own.

“An integrated knowledge base for faster answers”

  • Seamlessly deliver answers around the clock and scale your support-without scaling your cost

Features include capabilities like:

  • Public help center
  • Article reactions
  • Smart Suggestions
  • Rich Feedback
  • Failed searches

Now, this all can get a little bit confusing — when looking below at the different Plans Intercom highlights on their website, you’ll notice there is not much of a clear distinction between these three products.

Instead, Intercom combines the capabilities of these tools into “solutions,” which enable organizations to provide different levels of support or engagement with their customers.

Calculating Cost

How Intercom Calculates Your Price for service. Intercom does a fairly good job of breaking their overall cost components down into distinct sections, providing a really digestible pricing structure.

Businesses can then understand exactly where their costs are coming from, and better plan and budget around the solution.

Base Plan

Organizations can “choose the right plan based on the features you need.” Here is where you select the plan type, meaning Essential, Pro or Premium, for the specific solution (or solutions) that your team needs.

For example, if your team just needs a basic messaging platform, and isn’t looking for any of the bells and whistles, then the Essential plan for the Messenger solution is the base plan you would probably go with.

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Seats

Defined as a “dedicated login to manage conversations, add as many seats as you want on any paid plan.” So, if your organization is on the smaller side and handles a smaller number of requests, then you may not even need to purchase additional seats.

For example the Essential plan of all solutions includes two seats right off the bat. If your team then needs more than two seats, there will be an additional charge tacked on — as you can see in the chart below.

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Active people

Defined as “leads and customers who received or sent a message, or have logged into your product in the past 90 days.” This is where it can become a little confusing.

After purchasing the number of seats your team needs, you will also be charged, essentially, for the number of interactions your team has.

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Your Final Price

What is nice is the ability to really tailor and customize a plan to suit not on your team’s unique needs, but budget restraints and requirements as well.

As Intercom states, there is no contract required for any plans, as well, so organizations can scale up or down at will. Because of this, Intercom pricing is just as flexible as the solution.

Pricing For All Solutions

Starting with the most straight forward, Intercom offers a complete and total breakdown for the complete and total package — all three solutions.

If your team is looking to for the ultimate customer engagement platform, with all the bells and whistles and most powerful features, then of course this is where you’ll be looking.

Essential Pro (60% of customers) Premium
Description Work as a team to manage conversations

  • Manage conversations form multiple channels
  • Send targeted messages on your website or in-product
  • Create a help center to answer common questions
  • Integrate with Stripe, Hubspot, Shopify and more
Automate and optimize your workflows

  • Customize workflows with rules and automations
  • Create intelligent, multi-touch campaigns
  • Control who sees the Messenger and when
  • Integrate with Salesforce, Zendesk, Github and more
The complete toolkit for business growth

  • Drive engagement and action with Custom Bots
  • Get reports on team performance and revenue
  • Integrate with Salesforce sandbox, Marketo and Clearbit Reveal
  • Convert target prospects with account-based marketing campaigns
  • Set, track and report on SLAs
Cost From $136/mo From $202/mo Requires Quote
Free Trial Yes Yes Chat with sales
Live Chat Yes Yes Yes
Mobile Apps Yes Yes Yes
Email Yes Yes Yes
Mobile SDKs Yes Yes Yes
Messenger visibility No Yes Yes
Twitter integration No Yes Yes
Facebook integration No Yes Yes
Remove Intercom branding No No Yes
Advanced messenger and email customization No No Yes
Set, track and report on SLAs No No Yes

 

As I had mentioned above, Intercom charges extra for additional Seats that your team adds on to the solution. This chart helps break down that information quickly, and as you can see there is a gradual progression.

Essential Pro
Base Cost $136/mo (after trial) $202/mo (after trial)
Seats Includes 2 seats (extra seats: +$19/mo) Includes 2 seats (extra seats: +$39/mo)
Active People
Up to 200 +$0/mo +$0/mo
201-500 +$16/mo +$20/mo
501-2,000 +$40/mo +$45/mo
2,001-5,000 +$71/mo +$75/mo
5,001-10,000 +$121/mo +$195/mo
10,001-20,000 +$241/mo +$375/mo
Over 20,0000 Contact Sales Contact Sales
Acquire Customers

Scaling back down a little bit, if all your team is looking for is just a Messaging platform, then you’ll be looking within the “Acquire Customers” category.

From here you can see how the platform expands, including much greater support for thirty-party integrations, along with other powerful capabilities like removing the Intercom branding and other customization options.

Through the Acquire solution combination, organizations gain the tools and capabilities necessary to “convert leads faster and accelerate sales with live chat and bots.”

Essential Pro (68% of customers) Premium
Description Proactively target your best leads

  • Collaborate with your team on sales deals
  • Target prospects based on profile and behavior
  • Manage conversations from email and chat
  • Integrate with Hubspot, Google and more
Automate your funnel with bots

  • Automate meeting scheduling and qualification
  • Customize lead and conversation routing
  • Create intelligent, multi-touch campaigns
  • Integrate with Salesforce, Zendesk, Github and more
Scale with revenue reporting and VIP services

  • Drive engagement and action with Custom Bots
  • Get reports on team performance and revenue
  • Integrate with Salesforce sandbox, Marketo and Clearbit Reveal
  • Convert target prospects with account-based marketing campaigns
  • Coming soon: Manage team capacity to increase performance
Cost From $87/mo From $153/mo Requires Quote
Free Trial Yes Yes Chat with sales
Live Chat Yes Yes Yes
Mobile Apps Yes Yes Yes
Email Yes Yes Yes
Mobile SDKs Yes Yes Yes
Messenger visibility No Yes Yes
Twitter integration No Yes Yes
Facebook integration No Yes Yes
Remove Intercom branding No No Yes
Advanced messenger and email customization No No Yes
Set, track and report on SLAs No No Yes
Engage Customers

With the Engage solution, your team can move beyond just targeted messages, into complete conversations to nurture meaningful interactions with your customers and end-users.

This is what engaging customers is all about, reaching out to them where they are, and offering support and assistance if necessary, on a truly personal level — but of course there is a specific way to do so.

Organizations therefore gain the necessary tools and capabilities to both onboard, and retain, customers with “targeted multi-channel campaigns.”

Essential Pro (68% of customers) Premium
Description Work as a team to manage conversations

  • Send targeted messages on your website or in-product
  • Target customers based on profile and behavior
  • Measure campaign performance with pre-built reports
Automate and optimize your workflows

  • Customize workflows with rules and automations
  • Create intelligent, multi-touch campaigns
  • Control who sees the Messenger and when
  • Integrate with Salesforce, Zendesk, Github and more
The complete toolkit for business growth

  • Drive engagement and action with Custom Bots
  • Get reports on team performance and revenue
  • Integrate with Salesforce sandbox, Marketo and Clearbit Reveal
  • Convert target prospects with account-based marketing campaigns
  • Set, track and report on SLAs
Cost From $49/mo From $75/mo Requires Quote
Free Trial Yes Yes Chat with sales
Engage on multiple channels
Mobile Apps Yes Yes Yes
Email Yes Yes Yes
Mobile SDKs Yes Yes Yes
In-product No Yes Yes
Website No Yes Yes
Messenger Customization No Yes Yes
Send Proactive Messages
Automated Messaging Yes Yes Yes
Campaigns Yes Yes Yes
Lead and Customer Profiles Yes Yes Yes
Audience Targeting Yes Yes Yes
Message Triggers and Scheduling Yes Yes Yes
Permissions No Yes Yes
Custom Email Templates No Yes Yes
Custom Email Domains No Yes Yes
Remove Intercom Branding No No Yes
Advanced Messenger and Email Customization No No Yes
Account-based Marketing No No Yes
Test and Optimize Campaigns
Smart Campaigns No Yes Yes
Basic A/B testing No Yes Yes
Email delivery windows No Yes Yes
Message reactions No Yes Yes
Report on Performance
Message insights Yes Yes Yes
CSV export Yes Yes Yes
Messages API No No Yes
Apps and Integrations
100+ Apps and Integrations Yes Yes Yes
Messenger Framework Yes Yes Yes
APIs Yes Yes Yes
Zendesk No Yes Yes
GitHub No Yes Yes
Basic Salesforce No Yes Yes
Marketo No No Yes
Clearbit No No Yes
Custom API rate limits No No Yes
Support and Services
Knowledge base Yes Yes Yes
Best practice articles Yes Yes Yes
Training webinars Yes Yes Yes
Email support Yes Yes Yes
Chat support No Yes Yes
Personalized success team No No Yes
Access to trained technical support engineers No No Yes
Implementation assistance, onboarding and training No No Yes
24/7 Prioritized Support No No Yes
Access to beta programs and new features No No Yes
Free tickets to Intercom events No No Yes
Support Customers

Intercom has put together their Support Solution for teams that are looking to build out the ultimate support platform, both with self-service options but also with a robust messaging and conversation platform.

Organizations can “help [their] customers with real-time support and an integrated help center,” to combine both agent interactions with a vast database of knowledge and support.

Essential Pro (68% of customers) Premium
Description Support customers on multiple channels

  • Manage conversations from email and chat
  • Collaborate as a team to solve support questions
  • Create a help center to answer common questions
  • Integrate with Hubspot, Google and more
Get smart automations to streamline workflows

  • All of Essential, plus:
  • Automate conversation assignment and workflows
  • Integrate conversations from social channels
  • Control who sees the Messenger and when
  • Integrate with Salesforce, Zendesk, Github and more
Scale with advanced reporting and VIP services

  • All of Pro, plus:
  • Remove Intercom branding from chat and email
  • Customize chat and emails by disabling gifs and attachments
  • Coming soon: Set service-level agreements for responsiveness
  • Coming soon: Manage team capacity to increase performance
Cost From $87/mo From $127/mo Requires Quote
Free Trial Yes Yes Chat with sales
Live Chat Yes Yes Yes
Mobile Apps Yes Yes Yes
Email Yes Yes Yes
Mobile SDKs Yes Yes Yes
Messenger visibility No Yes Yes
Twitter integration No Yes Yes
Facebook integration No Yes Yes
Remove Intercom branding No No Yes
Advanced messenger and email customization No No Yes
Set, track and report on SLAs No No Yes

 

Annual plans are also available on a case-by-case basis, and organizations can get in touch with sales teams for “discounted annual Intercom pricing.”

Intercom Early Stage

While not the main focus of their overall pricing, it is really cool to see that Intercom takes into consideration the limitations that many start up organizations face.

Through their Early Stage program, Intercom will work with your organization to build out a solution that works best for your team — starting at just $49/mo.

There is an application process for eligible start-ups, and Intercom lists their requirements for organizations that qualify as follows:

  • Up to $1M in funding and less than 2yo
  • Small team of 5 employees or less
  • Small user base of 500 active people and 3 inbox seats
  • Currently not an intercom Customer

Of course this is going to be a niche option for only a small number of organizations, but I really wanted to highlight this cool initiative put out by Intercom. They’re clearly trying to get the platform in the hands of as many teams as possible.

Intercom Add-Ons

And last, but certainly not least, are the extra Add-Ons.

Intercom provides access to their really powerful bot-builder to be added on to any plan. Again, a bit of a niche option, but a really interesting one nonetheless.

The ability to build out fully customized and unique chatbots, designed for your website, can be a really powerful addition.

Additionally, organizations can simply add the Answer Bot onto their existing solutions, for a complete plug-and-play chat bot support agent. Just remember to not get too caught up in the hype, and remain realistic with expectations.

Custom Bots – From $99/mo

Set up your perfect bot in minutes to get more qualified leads and accelerate your sales cycles:

  • Point and click bot builder
  • Pre-built bot templates to get started fast
  • Bot performance reports

Answer Bot – From $99/mo

Automate answers to your common questions for faster resolutions and happier customers:

  • Deliver precise, accurate answers, 24/7
  • Improve your customer response time by 44%
  • Free up your team to focus on more productive work
The Bottom Line

Of course, this isn’t our first look close look at Intercom’s solution — although admittedly, the platform has grown and changed a bit since our last review, when we compared the solution directly to their largest competitor, Drift. However, despite a fairly straight forward solution and platform, Intercom’s pricing isn’t the most straight forward, simply because of the sheer options available.

Intercom, in fact, does a great job of being truly transparent about the overall costs of your platform, which is a refreshing breath of fresh air when it comes to most communications and engagement platforms. Yet, of course, it is easy to feel overwhelmed with far too many options.

Hopefully this breakdown can assist your team in not only better understand exactly what Intercom offers, but how their solutions can fit within your team’s budget and requirements.