Intercom vs Selvo
A side-by-side comparison of Intercom and Selvo on what each one charges, what it meters, and which plan every capability actually sits on.
The short answer
33 of the 51 capabilities tracked on both differ, mostly in AI resolution and Routing & automation. Intercom starts at $29/seat/mo, Selvo at $29/mo.
| Measure | Intercom | Selvo |
|---|---|---|
| Starts at | $29/seat/mo | $29/mo |
| Charged per | Each agent seat | The workspace |
| AI billed at | $0.99 per AI resolution | $0.10 per conversation |
| Included, where the other says no | 22 capabilities | 0 capabilities |
Capability by capability
33 of the 51 capabilities tracked on both products differ.
Channels
| Capability | Intercom | Selvo |
|---|---|---|
| IncludedAll plans | IncludedBoth plans | |
| Live chat | IncludedAll plans | IncludedBoth plans |
| In-app messenger | IncludedAll plans | IncludedBoth plans. Widget customization is on both; the custom domain the widget runs on is Pro at $74. |
| Voice | IncludedAll plans, pay-as-you-go | NoNo voice channel appears on either plan in a published feature matrix that is otherwise complete. |
| SMS | IncludedAll plans, pay-as-you-go | NoAbsent from the published feature matrix. |
| IncludedAll plans, pay-as-you-go | NoAbsent from the published feature matrix. The only two channels are the chat widget and email. | |
| Instagram / Facebook | Not published | NoNot on either plan. The Channels section of the plan matrix lists exactly two, the chat widget and email. |
| X / Twitter | Not published | NoNot on either plan. The Channels section of the plan matrix lists exactly two, the chat widget and email. |
| Slack Connect | Not publishedA Slack integration is included on every plan, but Intercom does not say whether it covers Slack Connect shared channels, which is the thing a B2B support team actually needs. Recorded as Unknown rather than credited. | NoNot on either plan. The Channels section of the plan matrix lists exactly two, the chat widget and email. |
| Microsoft Teams | Not published | NoNot on either plan. The Channels section of the plan matrix lists exactly two, the chat widget and email. |
| 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. | NoNot on either plan. The Channels section of the plan matrix lists exactly two, the chat widget and email. |
| Video | Not published | NoNot on either plan. The Channels section of the plan matrix lists exactly two, the chat widget and email. |
| Co-browsing | Not published | NoNot on either plan. The Channels section of the plan matrix lists exactly two, the chat widget and email. |
Ticketing
| Capability | Intercom | Selvo |
|---|---|---|
| Shared inbox | IncludedAll plans. Multiple team inboxes arrive at Advanced, so the entry plan is a single shared inbox. | IncludedBoth plans |
| Ticket queues | IncludedAll plans carry the ticketing system. The customer-facing tickets portal is Advanced and above. | IncludedSystem inbox views are on both plans. Custom inbox views and team inboxes are Pro at $74. |
| SLA policies | IncludedExpert | NoAbsent from the published feature matrix on both plans. |
| Business hours | IncludedExpert only, as team office hours, alongside team reply time settings. Neither is available on Essential or Advanced. | NoNot on either plan. The shared inbox section of the plan matrix enumerates eleven capabilities and this is not among them. |
| Macros / saved replies | Not published | IncludedBoth plans |
| Merge & split | Not published | NoNot on either plan. The shared inbox section of the plan matrix enumerates eleven capabilities and this is not among them. |
| Side conversations | Not published | NoNot on either plan. The shared inbox section of the plan matrix enumerates eleven capabilities and this is not among them. |
| Custom fields | Not published | IncludedBoth plans |
| Custom objects | Not published | NoNot on either plan. Custom attributes on a conversation are in the matrix; a custom object is not. |
| Ticket forms | Not published | NoNot on either plan. The shared inbox section of the plan matrix enumerates eleven capabilities and this is not among them. |
Routing & automation
| Capability | Intercom | Selvo |
|---|---|---|
| Skills-based routing | Not publishedNot published. Round-robin assignment and workload management are named; routing on agent skill is not. | NoNot on either plan. The shared inbox section of the plan matrix enumerates eleven capabilities and this is not among them. |
| Round-robin assignment | IncludedAdvanced | NoNot on either plan. The shared inbox section of the plan matrix enumerates eleven capabilities and this is not among them. |
| Load balancing | IncludedExpert only, as workload management. Advanced gets round-robin assignment but not capacity-aware distribution. | NoNot on either plan. The shared inbox section of the plan matrix enumerates eleven capabilities and this is not among them. |
| Triggers | IncludedSimple automations are on every plan; the Workflows automation builder starts at Advanced. | NoNot on either plan. The shared inbox section of the plan matrix enumerates eleven capabilities and this is not among them. |
| Workflow builder | IncludedAdvanced | NoNot on either plan. The shared inbox section of the plan matrix enumerates eleven capabilities and this is not among them. |
| 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. | NoNot on either plan. The shared inbox section of the plan matrix enumerates eleven capabilities and this is not among them. |
AI resolution
| Capability | Intercom | Selvo |
|---|---|---|
| Autonomous resolution agent | IncludedAll plans, metered | On the roadmapListed on both plans as coming soon. Not purchasable as of 2026-09-04. |
| 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". | On the roadmapAnnounced, not shipped. The plan matrix marks the AI agent as coming soon on both plans while the product pages describe it in the present tense. |
| 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. | On the roadmapAnnounced, not shipped. The plan matrix marks the AI agent as coming soon on both plans while the product pages describe it in the present tense. |
| Handoff to human | IncludedAll plans | On the roadmapAnnounced, not shipped. The plan matrix marks the AI agent as coming soon on both plans while the product pages describe it in the present tense. |
| 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. | On the roadmapAnnounced, not shipped. The plan matrix marks the AI agent as coming soon on both plans while the product pages describe it in the present tense. |
| Multilingual AI | IncludedAll plans | On the roadmapAnnounced, not shipped. The plan matrix marks the AI agent as coming soon on both plans while the product pages describe it in the present tense. |
AI assist
| Capability | Intercom | Selvo |
|---|---|---|
| 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. | On the roadmapAnnounced, not shipped. The plan matrix marks the AI agent as coming soon on both plans while the product pages describe it in the present tense. |
| Tone rewrite | Not published | NoNot on either plan. The AI section of the plan matrix lists the agent and its $0.10 a conversation rate and nothing else. |
| Summarization | Not publishedNot published. Copilot is described as an assistant for agent efficiency without an itemised feature list, so which of drafting, summarising and rewriting it covers cannot be read off a published page. | NoNot on either plan. The AI section of the plan matrix lists the agent and its $0.10 a conversation rate and nothing else. |
| Translation | IncludedAll plans, metered: 10 AI auto-translation conversations per agent per month are included free, matching the 10 free Copilot conversations. | NoNot on either plan. The AI section of the plan matrix lists the agent and its $0.10 a conversation rate and nothing else. |
| Next-best-action | Not published | On the roadmapAnnounced, not shipped. The plan matrix marks the AI agent as coming soon on both plans while the product pages describe it in the present tense. |
| Auto-tagging | Not published | NoNot on either plan. The AI section of the plan matrix lists the agent and its $0.10 a conversation rate and nothing else. |
| Sentiment analysis | Not publishedNot published as a product feature. The Pro add-on analyses conversations for quality; sentiment is not named as an output. | NoNot on either plan. The AI section of the plan matrix lists the agent and its $0.10 a conversation rate and nothing else. |
AI voice
| Capability | Intercom | Selvo |
|---|---|---|
| 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. | NoNot on either plan. The Channels section of the plan matrix lists exactly two, the chat widget and email. |
| IVR replacement | Not publishedNot published. Fin Voice is sales-gated and no IVR or phone-tree capability is described on any reachable page. | NoNot on either plan. The Channels section of the plan matrix lists exactly two, the chat widget and email. |
| Real-time transcription | Not published | NoNot on either plan. The Channels section of the plan matrix lists exactly two, the chat widget and email. |
| Call summarization | Not published | NoNot on either plan. The Channels section of the plan matrix lists exactly two, the chat widget and email. |
Knowledge base
| Capability | Intercom | Selvo |
|---|---|---|
| Public help center | IncludedAll plans | IncludedBoth plans. 1 help centre on Starter, 5 on Pro. |
| Custom domain | Not published | IncludedPro only ($99 monthly, $74 billed annually). A help centre on Starter cannot run on your own domain. |
| Multi-brand | IncludedExpert | IncludedPro only. Starter is capped at 1 help centre. |
| Versioning | Not published | IncludedBoth plans. The custom domain the help centre runs on is Pro at $74. |
| Localization | IncludedAdvanced | Not publishedThe help centre pages describe no article translation. The live chat page separately claims 45 languages inside the widget, which is not the same thing. |
| Article analytics | Not publishedNot published in the plan comparison. | IncludedPro only. Starter gets article feedback but not search, feedback or article performance analytics. |
| 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. | IncludedBoth plans. |
| SEO controls | Not published | IncludedBoth plans |
| 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. | On the roadmapAnnounced, not shipped. The plan matrix marks the AI agent as coming soon on both plans while the product pages describe it in the present tense. |
Self-service
| Capability | Intercom | Selvo |
|---|---|---|
| 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. | NoNot on either plan. Selvo describes an agent that answers from articles, not a flow anyone builds. |
| Order lookup | Not published | On the roadmapAnnounced, not shipped. The plan matrix marks the AI agent as coming soon on both plans while the product pages describe it in the present tense. |
| Returns / RMA | Not published | NoNot on either plan. The AI section of the plan matrix lists the agent and its $0.10 a conversation rate and nothing else. |
| Account actions | Not published | On the roadmapAnnounced, not shipped. The plan matrix marks the AI agent as coming soon on both plans while the product pages describe it in the present tense. |
QA & workforce
| Capability | Intercom | Selvo |
|---|---|---|
| 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. | NoNot on either plan. The matrix has no QA or workforce section. |
| 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". | NoNot on either plan. The matrix has no QA or workforce section. |
| Calibration | Not published | NoNot on either plan. The matrix has no QA or workforce section. |
| Agent scorecards | Not published | NoNot on either plan. The matrix has no QA or workforce section. |
| Forecasting | NoNo workforce management product. Workload management at Expert distributes conversations against capacity; it does not forecast contact volume or build a staffing plan. | NoNot on either plan. The matrix has no QA or workforce section. |
| 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. | NoNot on either plan. The matrix has no QA or workforce section. |
| Adherence tracking | NoNo adherence tracking. Nothing in the plan comparison measures agents against a schedule, because there is no schedule to measure against. | NoNot on either plan. The matrix has no QA or workforce section. |
Reporting
| Capability | Intercom | Selvo |
|---|---|---|
| Prebuilt dashboards | IncludedAll plans, as pre-built reports. | IncludedBoth plans carry an overview dashboard. Full analytics covering search, feedback and article performance is the Pro upgrade at $74. |
| Custom reports | IncludedAdvanced and above. Essential is limited to the pre-built set. | NoNot on either plan. The analytics section lists an overview dashboard, article performance, search analytics and feedback analytics, and nothing else. |
| 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. | API onlyBoth plans, at 200 requests a minute on Starter and 400 on Pro. |
| 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. | NoNot on either plan. The analytics section lists an overview dashboard, article performance, search analytics and feedback analytics, and nothing else. |
| CSAT / NPS | Not publishedNot published in the plan comparison. Conversation ratings are widely used in the product but appear on no reachable pricing or plan page, so the tier gate cannot be established. | NoNot on either plan. Article feedback and feedback analytics cover articles, not a satisfaction score on a conversation. |
| Real-time reporting | IncludedExpert only. The real-time dashboard sits with SSO, HIPAA and SLAs behind the top tier. | NoNot on either plan. The analytics section lists an overview dashboard, article performance, search analytics and feedback analytics, and nothing else. |
Collaboration
| Capability | Intercom | Selvo |
|---|---|---|
| Internal notes | Not publishedNot published as a plan-matrix row. Lite seats are included at 20 and 50 on Advanced and Expert, which implies a collaborator class, but Intercom does not state what a Lite seat can do on any page reached here. | IncludedBoth plans |
| @mentions | Not published | NoNot on either plan. The shared inbox section of the plan matrix enumerates eleven capabilities and this is not among them. |
| 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. | IncludedBoth plans |
| Collision detection | Not published | IncludedBoth plans. Team inboxes, which scope who sees which queue, are Pro at $74. |
| Approvals | Not published | On the roadmapAnnounced, not shipped. The plan matrix marks the AI agent as coming soon on both plans while the product pages describe it in the present tense. |
Enterprise
| Capability | Intercom | Selvo |
|---|---|---|
| SAML SSO | IncludedExpert | NoNot offered on either plan. The feature matrix is otherwise complete and lists only "Roles & permissions" under access control. |
| SCIM provisioning | IncludedExpert in effect | NoNot offered on either plan and absent from the feature matrix. |
| 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. | IncludedBoth plans, as "Roles & permissions". The role model and its depth are not published. |
| Custom roles | IncludedTeammate roles, mappable from identity-provider groups. The plan gate is not published. | Not publishedRoles exist; whether they can be customised is not stated. |
| Audit logs | IncludedTeammate Activity Logs exist as a feature. Intercom does not publish which plan they require, and they have no documented export path. | NoNot offered on either plan and absent from the API. There is no higher tier to buy them on. |
| IP allowlist | IncludedIP restrictions are listed on the security page alongside SSO, 2FA and SCIM. No plan gate is published. | NoNot on either plan. The plan matrix lists roles and permissions as the only access control. |
| Sandbox environment | Not publishedNo test workspace is published in the plan comparison. Fin Simulations let a team rehearse AI behaviour before launch, which is narrower than a sandbox of the whole workspace. | NoNot on either plan. Nothing in the matrix describes a second environment. |
| Multi-brand | IncludedExpert | IncludedPro at $74 for five help centres. Starter carries one. |
| HIPAA / BAA | IncludedExpert | Not publishedNot claimed anywhere on the site. |
| SOC 2 | IncludedNot plan-gated | Not publishedNot claimed. The /privacy and /terms pages linked from the footer both return HTTP 404, so there is no page on which a certification could be published. |
| ISO 27001 | IncludedNot plan-gated | Not publishedNot claimed, and no trust centre or security page exists. |
| GDPR | IncludedNot plan-gated | Not publishedNo DPA, no sub-processor list and no privacy policy are reachable. /privacy returns 404. |
| Data residency | IncludedNot published | Not publishedCloud only, at app.selvo.co. No region choice is published and no privacy policy states where data is held. |
| 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 publishedNo retention or post-cancellation retrieval window is published. /terms returns 404. |
| Right-to-erasure tooling | IncludedDocumented as a GDPR workflow, covering both export and deletion of a contact's data on request. | Not publishedSelvo publishes no security, privacy or trust page, so there is nothing to read either way. |
| FedRAMP | Not published | NoNot on either plan. Selvo publishes no security or compliance page of any kind. |
Developer
| Capability | Intercom | Selvo |
|---|---|---|
| REST API | IncludedAll plans | IncludedBoth plans. The gate is throughput, not access: 200 req/min on Starter, 400 on Pro. |
| GraphQL API | Not published | NoNot on either plan. The integrations section lists the REST API, MCP server, CLI, and Slack and Zapier as coming soon. |
| 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. | IncludedBoth plans, under the same published rate limit as the REST API at 200 requests a minute on Starter and 400 on Pro. |
| 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. | NoNot on either plan. The integrations section lists the REST API, MCP server, CLI, and Slack and Zapier as coming soon. |
| 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. | NoNot on either plan. The integrations section lists the REST API, MCP server, CLI, and Slack and Zapier as coming soon. |
| Published rate limits | IncludedAll plans | IncludedNot plan-gated. Published per plan, with the 429 and Retry-After behaviour documented. |
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 Selvo costs
$29/month
2 published plans, billed annually- Billing unit
Per workspace on a flat monthly fee - Free tier
No, 14-day trial - AI pricing
$0.10 per conversation - Vendor calls it
AI conversation - Human handoff
Still billed - Reopened chat
Not published - AI billing window
Not published - Data export
Self-serve - Automation export
Not offered
2 of 9 not published by Selvo, checked