Intercom vs Intercom Fin (standalone)
A side-by-side comparison of Intercom and Intercom Fin (standalone) on what each one charges, what it meters, and which plan every capability actually sits on.
The short answer
Intercom starts at $29/seat/mo, Intercom Fin (standalone) at $49/mo.
| Measure | Intercom | Intercom Fin (standalone) |
|---|---|---|
| Starts at | $29/seat/mo | $49/mo |
| Charged per | Each agent seat | The workspace |
| AI billed at | $0.99 per AI resolution | $0.99 per AI resolution |
| Included, where the other says no | 0 capabilities | 0 capabilities |
Capability by capability
Nothing we track differs between them.
Channels
| Capability | Intercom | Intercom Fin (standalone) |
|---|---|---|
| IncludedAll plans | IncludedAll workspaces | |
| Live chat | IncludedAll plans | IncludedAll workspaces |
| In-app messenger | IncludedAll plans | Not published |
| Voice | IncludedAll plans, pay-as-you-go | Not published |
| SMS | IncludedAll plans, pay-as-you-go | IncludedAll workspaces |
| IncludedAll plans, pay-as-you-go | IncludedAll workspaces | |
| Instagram / Facebook | Not published | IncludedAll workspaces |
| Community forum | 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. | Not published |
Ticketing
| Capability | Intercom | Intercom Fin (standalone) |
|---|---|---|
| Shared inbox | IncludedAll plans. Multiple team inboxes arrive at Advanced, so the entry plan is a single shared inbox. | Not published |
| Ticket queues | IncludedAll plans carry the ticketing system. The customer-facing tickets portal is Advanced and above. | Not published |
| SLA policies | IncludedExpert | Not published |
| Business hours | IncludedExpert only, as team office hours, alongside team reply time settings. Neither is available on Essential or Advanced. | Not published |
Routing & automation
| Capability | Intercom | Intercom Fin (standalone) |
|---|---|---|
| Round-robin assignment | IncludedAdvanced | Not published |
| Load balancing | IncludedExpert only, as workload management. Advanced gets round-robin assignment but not capacity-aware distribution. | Not published |
| Triggers | IncludedSimple automations are on every plan; the Workflows automation builder starts at Advanced. | Not published |
| Workflow builder | IncludedAdvanced | Not published |
| Escalation rules | 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. | Not published |
AI resolution
| Capability | Intercom | Intercom Fin (standalone) |
|---|---|---|
| Autonomous resolution agent | IncludedAll plans, metered | IncludedThe whole product, metered |
| Resolution over knowledge base | 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". | IncludedAll workspaces |
| Action-taking (API calls) | 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. | IncludedAll workspaces |
| Handoff to human | IncludedAll plans | IncludedAll workspaces |
| Guardrails & citations | 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. | IncludedAll workspaces |
| Multilingual AI | IncludedAll plans | IncludedAll workspaces |
AI assist
| Capability | Intercom | Intercom Fin (standalone) |
|---|---|---|
| Reply drafting | 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. | Not published |
| Translation | IncludedAll plans, metered: 10 AI auto-translation conversations per agent per month are included free, matching the 10 free Copilot conversations. | Not published |
AI voice
| Capability | Intercom | Intercom Fin (standalone) |
|---|---|---|
| Voice agent | 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. | IncludedSales-gated, custom pricing |
Knowledge base
| Capability | Intercom | Intercom Fin (standalone) |
|---|---|---|
| Public help center | IncludedAll plans | Not published |
| Multi-brand | IncludedExpert | Not published |
| Localization | IncludedAdvanced | Not published |
| In-product widget | 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. | Not published |
| AI answers over KB | IncludedAll plans. Fin is included on every tier and answers from help centre content; only the outcomes it produces are charged. | Not published |
Self-service
| Capability | Intercom | Intercom Fin (standalone) |
|---|---|---|
| Chatbot flows | 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. | Not published |
QA & workforce
| Capability | Intercom | Intercom Fin (standalone) |
|---|---|---|
| Conversation QA scoring | 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. | Not published |
| Automated QA coverage | 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". | Paid add-onPro add-on, from $99/mo |
| Forecasting | NoNo workforce management product. Workload management at Expert distributes conversations against capacity; it does not forecast contact volume or build a staffing plan. | Not published |
| Scheduling | 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. | Not published |
| Adherence tracking | NoNo adherence tracking. Nothing in the plan comparison measures agents against a schedule, because there is no schedule to measure against. | Not published |
Reporting
| Capability | Intercom | Intercom Fin (standalone) |
|---|---|---|
| Prebuilt dashboards | IncludedAll plans, as pre-built reports. | Not published |
| Custom reports | IncludedAdvanced and above. Essential is limited to the pre-built set. | IncludedAll workspaces, with the deeper metrics behind Pro |
| Raw data export | 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. | Not publishedNo export article exists in the Fin help centre. The conversation view is documented as view-only, and the only download the product describes is a per-chart CSV from a Custom Report. |
| Data warehouse sync | 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. | Not published |
| Real-time reporting | IncludedExpert only. The real-time dashboard sits with SSO, HIPAA and SLAs behind the top tier. | Not published |
Collaboration
| Capability | Intercom | Intercom Fin (standalone) |
|---|---|---|
| Assignment | 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. | Not published |
Enterprise
| Capability | Intercom | Intercom Fin (standalone) |
|---|---|---|
| SAML SSO | IncludedExpert | IncludedAll workspaces |
| SCIM provisioning | IncludedExpert in effect | IncludedNot published |
| Role-based access control | IncludedTeammate roles exist and can be mapped from identity provider groups, which ties the useful version of this to SCIM and therefore to Expert. | Not published |
| Custom roles | IncludedTeammate roles, mappable from identity-provider groups. The plan gate is not published. | IncludedAll workspaces |
| Audit logs | IncludedTeammate Activity Logs exist as a feature. Intercom does not publish which plan they require, and they have no documented export path. | Not published |
| IP allowlist | IncludedIP restrictions are listed on the security page alongside SSO, 2FA and SCIM. No plan gate is published. | IncludedAll workspaces |
| Multi-brand | IncludedExpert | IncludedZendesk and Salesforce only |
| HIPAA / BAA | IncludedExpert | IncludedAll workspaces |
| SOC 2 | IncludedNot plan-gated | IncludedNot plan-gated |
| ISO 27001 | IncludedNot plan-gated | IncludedNot plan-gated |
| GDPR | IncludedNot plan-gated | IncludedNot plan-gated |
| Data residency | IncludedNot published | IncludedContract only |
| Data retention policy | 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". | Not published |
| Right-to-erasure tooling | IncludedDocumented as a GDPR workflow, covering both export and deletion of a contact's data on request. | Not published |
Developer
| Capability | Intercom | Intercom Fin (standalone) |
|---|---|---|
| REST API | IncludedAll plans | IncludedAll workspaces |
| Webhooks | Not publishedNot published on the pricing page or in the plan comparison. The REST API is documented with generous limits; webhooks are not named. | IncludedAll workspaces |
| SDKs | 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. | Not published |
| App framework | 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. | Not published |
| Published rate limits | IncludedAll plans | IncludedAll workspaces |
Both entries last checked Sep 9, 2026.
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
What Intercom Fin (standalone) costs
$49/month
1 published plan, billed monthly- Billing unit
Outcome (usage) only - 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 published
1 of 9 not published by Intercom Fin (standalone), checked