Gorgias vs Intercom
A side-by-side comparison of Gorgias and Intercom on what each one charges, what it meters, and which plan every capability actually sits on.
The short answer
2 of the 16 capabilities tracked on both differ, mostly in Channels. Gorgias starts at $77/mo, Intercom at $29/seat/mo.
| Measure | Gorgias | Intercom |
|---|---|---|
| Starts at | $77/mo | $29/seat/mo |
| Charged per | The workspace | Each agent seat |
| AI billed at | $0.85 per AI interaction | $0.99 per AI resolution |
| Included, where the other says no | 0 capabilities | 0 capabilities |
Capability by capability
2 of the 16 capabilities tracked on both products differ.
Channels
| Capability | Gorgias | Intercom |
|---|---|---|
| Included | IncludedAll plans | |
| Live chat | Included | IncludedAll plans |
| In-app messenger | Not published | IncludedAll plans |
| Voice | Paid add-onSeparately billed add-on, per Voice ticket, tiered by volume. Price Unknown. | IncludedAll plans, pay-as-you-go |
| SMS | Paid add-onSeparately billed add-on, per SMS ticket, tiered by volume. Price Unknown. | IncludedAll plans, pay-as-you-go |
| Included | IncludedAll plans, pay-as-you-go | |
| Instagram / Facebook | Included | Not published |
| Community forum | Not published | NoNo community product. Nothing in the plan comparison offers forums, member profiles or moderation, so a team that wants customers answering each other buys that elsewhere. |
Ticketing
| Capability | Gorgias | Intercom |
|---|---|---|
| Shared inbox | Not published | IncludedAll plans. Multiple team inboxes arrive at Advanced, so the entry plan is a single shared inbox. |
| Ticket queues | Not published | IncludedAll plans carry the ticketing system. The customer-facing tickets portal is Advanced and above. |
| SLA policies | Not published | IncludedExpert |
| Business hours | Not published | IncludedExpert only, as team office hours, alongside team reply time settings. Neither is available on Essential or Advanced. |
| Macros / saved replies | Included | Not published |
| Ticket forms | IncludedPublished as "Contact Forms" in the channel list. | Not published |
Routing & automation
| Capability | Gorgias | Intercom |
|---|---|---|
| Round-robin assignment | Not published | IncludedAdvanced |
| Load balancing | Not published | IncludedExpert only, as workload management. Advanced gets round-robin assignment but not capacity-aware distribution. |
| Triggers | Not published | IncludedSimple automations are on every plan; the Workflows automation builder starts at Advanced. |
| Workflow builder | Not published | IncludedAdvanced |
| Escalation rules | Not published | IncludedAll plans, and they carry billing consequences that are published: an escalation triggered by workspace-level guidance or escalation rules is not charged as an outcome, while a handoff written into a Procedure is. |
AI resolution
| Capability | Gorgias | Intercom |
|---|---|---|
| Autonomous resolution agent | IncludedAI Agent is bundled on every published plan with an allowance of 30, 30, 190 or 530 automated interactions a month. | IncludedAll plans, metered |
| Resolution over knowledge base | Not published | IncludedAll plans. Fin answers from the help centre and the Procedures a team writes, and the vendor is explicit about the boundary: "Fin trains only on your knowledge and Procedures, never on data you haven't approved". |
| Action-taking (API calls) | Not published | IncludedAll plans, through Procedures, which Fin executes and which can end in a configured handoff to a workflow, a team or a teammate. A successful Procedure handoff is itself a billable outcome at $0.99. |
| Handoff to human | Not published | IncludedAll plans |
| Guardrails & citations | Not published | IncludedAll plans. Fin can be tested before it reaches anyone: "Before Fin ever talks to a real customer, run realistic Simulations against edge cases, including vulnerable-customer and compliance scenarios." Fine-tuning is opt-out, with data deleted within 30 days. |
| Multilingual AI | Not published | IncludedAll plans |
AI assist
| Capability | Gorgias | Intercom |
|---|---|---|
| Reply drafting | Not published | Paid add-onCopilot, sold per seat on any plan at $29 per agent per month billed annually or $35 billed monthly. Every full seat gets 10 conversations a month included; unlimited use is the paid add-on. |
| Translation | Not published | IncludedAll plans, metered: 10 AI auto-translation conversations per agent per month are included free, matching the 10 free Copilot conversations. |
AI voice
| Capability | Gorgias | Intercom |
|---|---|---|
| Voice agent | Not published | IncludedFin Voice exists and is the one part of Fin with no published price: "To use Fin Voice and for pricing details, please contact Sales." Outcome pricing at $0.99 is stated to cover chat and email only. |
Knowledge base
| Capability | Gorgias | Intercom |
|---|---|---|
| Public help center | IncludedUnlimited Help Centers are a custom-plan inclusion; the per-plan limit below that is Unknown because the compare table marks availability with images. | IncludedAll plans |
| Multi-brand | Not published | IncludedExpert |
| Localization | Not published | IncludedAdvanced |
| In-product widget | Not published | IncludedAll plans. The Messenger is included everywhere, and the pricing page bundles "free, unlimited live chat, support email, in-app chats, banners, and tooltips" into every tier. |
| AI answers over KB | Not published | IncludedAll plans. Fin is included on every tier and answers from help centre content; only the outcomes it produces are charged. |
Self-service
| Capability | Gorgias | Intercom |
|---|---|---|
| Chatbot flows | IncludedPublished as "Flows". Counts as an automated interaction when it resolves an inquiry without a human agent. | IncludedAdvanced and above, as the Workflows automation builder. Essential is limited to simple automations, so scripted multi-step flows are the main reason to leave the entry plan. |
| Order lookup | IncludedPublished as "Order Management". Counts as an automated interaction when it resolves an inquiry without a human agent. | Not published |
QA & workforce
| Capability | Gorgias | Intercom |
|---|---|---|
| Conversation QA scoring | Not published | Paid add-onThe Pro add-on, from $99 a month, covering analysis of 1,000 conversations a month plus 2,000 credits, with extra credits at $0.01. Sold on any plan. |
| Automated QA coverage | Not published | Paid add-onSame Pro add-on, pitched at full coverage rather than sampling: "see and continuously improve 100% of your customer conversations" and "check if quality meets your standards". |
| Forecasting | Not published | NoNo workforce management product. Workload management at Expert distributes conversations against capacity; it does not forecast contact volume or build a staffing plan. |
| Scheduling | Not published | NoNo shift scheduling. Team office hours at Expert set when a team is open, which is not the same as rostering people against a forecast. |
| Adherence tracking | Not published | NoNo adherence tracking. Nothing in the plan comparison measures agents against a schedule, because there is no schedule to measure against. |
Reporting
| Capability | Gorgias | Intercom |
|---|---|---|
| Prebuilt dashboards | Not published | IncludedAll plans, as pre-built reports. |
| Custom reports | Not published | IncludedAdvanced and above. Essential is limited to the pre-built set. |
| Raw data export | Not published | IncludedAll plans, and self-serve, but split by object: contacts export to CSV from the UI, while conversations are reachable only through the API or the S3 export. |
| Data warehouse sync | Not published | IncludedBulk conversation export to Amazon S3 as JSON is documented with no plan condition, which is a stronger position than the UI export it sits beside. |
| Real-time reporting | Not published | IncludedExpert only. The real-time dashboard sits with SSO, HIPAA and SLAs behind the top tier. |
Collaboration
| Capability | Gorgias | Intercom |
|---|---|---|
| Assignment | Not published | IncludedAll plans have assignment; the automation around it is gated. Round-robin arrives at Advanced with multiple team inboxes, and capacity-aware workload management at Expert. |
Enterprise
| Capability | Gorgias | Intercom |
|---|---|---|
| SAML SSO | IncludedSAML SSO is listed as a custom-plan feature. Google and Microsoft 365 SSO are on all plans. | IncludedExpert |
| SCIM provisioning | Not publishedNot mentioned on the security page, the pricing page or any documentation page read. | IncludedExpert in effect |
| Role-based access control | Not published | IncludedTeammate roles exist and can be mapped from identity provider groups, which ties the useful version of this to SCIM and therefore to Expert. |
| Custom roles | IncludedGranular user permissions and documented user roles. Plan gate Unknown. | IncludedTeammate roles, mappable from identity-provider groups. The plan gate is not published. |
| Audit logs | IncludedConfirmed as a custom-plan inclusion. The compare table shows two of the four published plans marked unavailable, but the availability cells are images rather than text, so which two is Unknown. | IncludedTeammate Activity Logs exist as a feature. Intercom does not publish which plan they require, and they have no documented export path. |
| IP allowlist | Not published | IncludedIP restrictions are listed on the security page alongside SSO, 2FA and SCIM. No plan gate is published. |
| Multi-brand | Not published | IncludedExpert |
| HIPAA / BAA | Not publishedThe security page claims HIPAA compliance with a report on request. No Business Associate Agreement is offered or referenced anywhere, so the BAA itself is Unknown. | IncludedExpert |
| SOC 2 | IncludedType II. Report on request. No plan gate stated. | IncludedNot plan-gated |
| ISO 27001 | Not publishedNot claimed on the security page or in the pricing-page security FAQ. | IncludedNot plan-gated |
| GDPR | IncludedNot plan-gated. CCPA as well. The compare-table row spans all plans. | IncludedNot plan-gated |
| Data residency | IncludedUnited States, European Union and Australia on Google Cloud Platform. Assigned by region rather than sold as an add-on, and not stated as customer-selectable. | IncludedNot published |
| Data retention policy | Not published | IncludedPublished for AI data specifically rather than as a general policy: fine-tuning is opt-out "with data deleted within 30 days", and third-party model providers are "contractually barred from training on your data, with zero retention once a response is generated". |
| Right-to-erasure tooling | Not published | IncludedDocumented as a GDPR workflow, covering both export and deletion of a contact's data on request. |
Developer
| Capability | Gorgias | Intercom |
|---|---|---|
| REST API | Included | IncludedAll plans |
| SDKs | Not published | IncludedAll plans. The Messenger ships as a web and in-app component, and "in-app chats" are bundled free into every tier alongside banners and tooltips. |
| App framework | Not published | IncludedAn app store exists and apps can be built against it. Intercom does not publish an app count on any page that renders, so the size of the ecosystem is unverified. |
| Published rate limits | Included2 req/s on all four published plans, 4 req/s on the custom plan. | IncludedAll plans |
Both entries last checked Sep 9, 2026.
What Gorgias costs
$77/month
4 published plans, billed annually- Billing unit
Helpdesk scales from 50 to 5,000 tickets a month - Free tier
No, 7-day trial - AI pricing
$0.90 per AI interaction - Vendor calls it
automated interaction - Human handoff
Not billed - Reopened chat
Refunded - AI billing window
3d of inactivity - Data export
Self-serve - Automation export
Not offered
What Intercom costs
$29/seat/month
4 published plans, billed annually- Billing unit
Seat + usage hybrid - Free tier
No, 14-day trial - AI pricing
$0.99 per AI resolution - Vendor calls it
Outcome - Human handoff
Still billed - Reopened chat
Refunded - AI billing window
1d of inactivity - Data export
Self-serve - Automation export
Not offered