Pricing behavior — Customer Support
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Pricing
Pricing for Intercom
How pricing changes as you scale: upgrade triggers, cost cliffs, and plan structure (not a live price list).
Sources linked — see verification below.
Freshness & verification
Pricing behavior (not a price list)
These points describe when users typically pay more and what usage patterns trigger upgrades.
Actions that trigger upgrades
- Need multi-team inboxes and round-robin—Advanced $99/seat from Essential $39
- Workflows and automation—Advanced tier
- SLA policies and breach tracking—Expert $139/seat
- SSO, HIPAA, multibrand—Expert tier
- Fin resolution volume exceeds budget—cap available but disables AI when hit
- Proactive Support Plus messages exceed 500/mo—usage-based overage
What gets expensive first
- Fin $0.99/resolution has no per-seat cap by default; 10K resolutions = $9,900/mo
- Proactive Support Plus 500 messages included; Product Tours, Surveys, Posts count
- SMS, WhatsApp, phone usage-based; costs vary by region and volume
- Lite vs Full seats: Advanced/Expert include free Lite seats; verify who needs Full
- Copilot: 10 free suggestions/agent/mo; unlimited = $29/agent add-on
- Resolution definition: customer confirms or doesn't ask more—can undercount complexity
Plans and variants (structural only)
Grouped by type to show structure, not to rank or recommend SKUs.
Plans
- Essential - $39/seat/mo - Basic chat and product tours
- Advanced - $99/seat/mo - Automation and reporting depth
- Expert - $139/seat/mo - Full platform and API
- Fin AI - $0.99/resolution - AI chatbot add-on
Next step: constraints + what breaks first
Pricing tells you the cost cliffs; constraints tell you what forces a redesign.
Open the full decision brief →Sources & verification
Pricing and behavioral information comes from public documentation and structured research. When information is incomplete or volatile, we prefer to say so rather than guess.