Pick / avoid summary (fast)
Skim these triggers to pick a default, then validate with the quick checks and constraints below.
- ✓ Chat drives resolution; AI deflection reduces load
- ✓ Proactive engagement and product tours matter
- ✓ Support and engagement blend in one tool
- ✓ Email is primary support channel
- ✓ Human-focused simplicity over AI
- ✓ Shared inbox semantics fit workflow
- × Fin resolutions add up: 1,000/mo = $990; 5,000 = $4,950 on top of seats
- × Proactive Support Plus: $99/mo + overage for messages beyond 500
- × Standard caps at 2 mailboxes; additional Inboxes = $10/mo add-on each
- × Standard caps at 25 users; Plus at 50; Pro minimum 10 users
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Philosophy mattersproactive vs reactive, chat vs email, AI vs human.
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The trade-offengagement and AI vs simplicity and email focus.
At-a-glance comparison
Intercom
Conversational customer platform with live chat, AI agent (Fin $0.99/resolution), product tours, and proactive messaging. Essential $39/seat, Advanced $99, Expert $139; Fin add-on drives cost at scale.
- ✓ Fin AI Agent: $0.99 per resolution; pay only when AI resolves—vs flat per-seat AI add-ons
- ✓ Essential $39/seat/mo (annual) vs Zendesk $55; cheaper entry for chat-first teams
- ✓ Messenger, shared inbox, and ticketing unified; no separate chat vs email silos
Help Scout
Email-centric support platform with shared inboxes, collision detection, and beacon widget. Standard $25/user/mo (2 mailboxes), Plus $50/user/mo, Pro custom. Simplicity over feature depth.
- ✓ Standard $25/user/mo vs Zendesk $55 and Intercom Essential $39; Plus $50 vs Freshdesk Pro $49
- ✓ Standard includes 2 mailboxes; Plus adds custom fields and advanced permissions
- ✓ Clean shared inbox UX; collision detection prevents duplicate replies
What breaks first (decision checks)
These checks reflect the common constraints that decide between Intercom and Help Scout in this category.
If you only read one section, read this — these are the checks that force redesigns or budget surprises.
- Real trade-off: Intercom is proactive, chat-first, AI-heavy; Help Scout is reactive, email-first, human-focused simplicity. Opposite ends of the support philosophy spectrum.
- Ticket queue vs conversational support model: Is email/chat resolution threaded or formal tickets?
- Per-agent vs per-ticket pricing model: What is your projected ticket volume vs agent count?
- Enterprise depth vs simplicity and adoption: How many integrations and workflow automations do you need?
- General-purpose vs vertical-specific (e-commerce): Does order lookup and refund-in-ticket dominate your support queue?
Implementation gotchas
These are the practical downsides teams tend to discover during setup, rollout, or scaling.
Where Intercom surprises teams
- Fin resolutions add up: 1,000/mo = $990; 5,000 = $4,950 on top of seats
- Proactive Support Plus: $99/mo + overage for messages beyond 500
- Essential lacks multi-team inboxes; Advanced $99/seat required for round-robin
Where Help Scout surprises teams
- Standard caps at 2 mailboxes; additional Inboxes = $10/mo add-on each
- Standard caps at 25 users; Plus at 50; Pro minimum 10 users
- Omnichannel weaker than Zendesk/Freshdesk; email and chat primary
Where each product pulls ahead
These are the distinctive advantages that matter most in this comparison.
Intercom advantages
- ✓ Chat-first UX and Fin AI deflection
- ✓ Proactive engagement and product tours
- ✓ Support and engagement in one platform
Help Scout advantages
- ✓ Email-first shared inbox simplicity
- ✓ Human-focused, minimal complexity
- ✓ Lower cost and fast adoption
Pros and cons
Intercom
Pros
- + Chat drives resolution; AI deflection reduces load
- + Proactive engagement and product tours matter
- + Support and engagement blend in one tool
- + Real-time messaging is primary
- + Budget for Fin AI and add-ons
Cons
- − Fin resolutions add up: 1,000/mo = $990; 5,000 = $4,950 on top of seats
- − Proactive Support Plus: $99/mo + overage for messages beyond 500
- − Essential lacks multi-team inboxes; Advanced $99/seat required for round-robin
- − Ticketing workflows less mature than Zendesk/Freshdesk; built for chat, not queues
- − SLA policies and breach tracking only on Expert ($139/seat)
- − No native e-commerce order lookup; Gorgias wins for Shopify
- − Usage-based channels (SMS, WhatsApp, phone) add variable cost
- − Expert tier for SSO, HIPAA, multibrand; enterprise pricing opaque
Help Scout
Pros
- + Email is primary support channel
- + Human-focused simplicity over AI
- + Shared inbox semantics fit workflow
- + Don't need proactive engagement or chat
- + Lower cost and minimal config
Cons
- − Standard caps at 2 mailboxes; additional Inboxes = $10/mo add-on each
- − Standard caps at 25 users; Plus at 50; Pro minimum 10 users
- − Omnichannel weaker than Zendesk/Freshdesk; email and chat primary
- − No native e-commerce order lookup; Gorgias for Shopify
- − Reporting and analytics less advanced; 30-day history on Standard, 2-year on Plus
- − Integrations limited to 1 on Free; Salesforce, HubSpot, Jira on Plus+
- − SSO/SAML add-on on Plus; HIPAA on Pro; enterprise features require Pro
- − API rate limits: 200/min Standard, 400 Plus, 800 Pro—can throttle integrations
Keep exploring this category
If you’re close to a decision, the fastest next step is to read 1–2 more head-to-head briefs, then confirm pricing limits in the product detail pages.
FAQ
How do you choose between Intercom and Help Scout?
Choose Intercom when chat drives resolution and you want AI deflection, proactive engagement, and product tours—$39–$139/seat. Choose Help Scout when email is primary and you want human-focused simplicity with shared inboxes—$25–$50/user. Intercom breaks when you're email-centric and don't need chat; Help Scout breaks when AI deflection and proactive engagement matter.
When should you pick Intercom?
Pick Intercom when: Chat drives resolution; AI deflection reduces load; Proactive engagement and product tours matter; Support and engagement blend in one tool; Real-time messaging is primary.
When should you pick Help Scout?
Pick Help Scout when: Email is primary support channel; Human-focused simplicity over AI; Shared inbox semantics fit workflow; Don't need proactive engagement or chat.
What’s the real trade-off between Intercom and Help Scout?
Intercom is proactive, chat-first, AI-heavy; Help Scout is reactive, email-first, human-focused simplicity. Opposite ends of the support philosophy spectrum.
What’s the most common mistake buyers make in this comparison?
Choosing Intercom for chat when your team is email-centric and won't adopt proactive engagement, or choosing Help Scout when AI deflection and chat are growing priorities.
What’s the fastest elimination rule?
Pick Intercom if chat-first support and AI deflection are the constraint.
What breaks first with Intercom?
Fin resolution cost at scale: 5,000+/mo adds $5K+ to seat costs. Proactive messaging overage when Tours/Surveys/Posts scale. Essential → Advanced jump ($39 → $99) for multi-team and automation.
What are the hidden constraints of Intercom?
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.
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Sources & verification
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