Intercom is a customer service platform. Its Fin AI agent answers customers directly, and the same platform includes a shared inbox, ticketing, a help center and Copilot, an AI assistant for human agents.
Intercom brings chat, email, phone, Slack, WhatsApp and social channels into one inbox. Its Messenger offers AI-first live chat that passes the conversation to your team once a customer wants a person. Customers can switch from messaging to a phone call and back again while keeping the full context and history of the conversation. Outbound tools include product tours, checklists, tooltips, banners, mobile push and in-context surveys. Message series can run across product tours, in-app messages, bots and email, and you can A/B test message variations.
Prebuilt templates cover common scenarios, such as welcoming new customers or alerting them to an outage. It names industries from finance and fintech to eCommerce and eGaming. Teams use it to onboard new customers, guide users in real time and proactively address issues. Teams use it to welcome new customers, give users real-time guidance and get ahead of problems.
Intercom surfaces data from Salesforce, HubSpot and other apps directly in the inbox, and the Intercom App Store lists the integrations you can add. Fin can use your Shopify store data to answer customer questions. Fin can draw on your Shopify store data when answering customer questions. You can import existing Zendesk help center articles into Intercom. Help is available from Intercom Support and Community Experts, including a Community Forum.
Essential covers the core inbox and help center, Advanced adds workflow automation and a multilingual help center, and Expert adds multibrand support, SSO and SLAs. Current prices are in the pricing box above.