Intercom Review

Intercom was founded in 2011 and spent a decade as the chat bubble in the corner of every startup's website. The last three years rewrote it around Fin, the AI agent introduced in 2023, and the rewrite worked well enough that in May 2026 the company renamed itself Fin and left Intercom as the name of the software. Salesforce closed its acquisition on September 10, 2026, at about three and a half billion dollars, taking thirty thousand customers with it.

The product is strong. Shared inbox, ticketing, help centre, in app messaging and outbound campaigns are all competent, and Fin resolves a reported 76 per cent of conversations across chat, email, WhatsApp, SMS, voice and Slack. That is the highest resolution figure anyone publishes. Getting there is not quick: the help centre has to be rewritten for a machine reader, and the first month is tuning.

Billing is the real problem. Essential is twenty nine dollars a seat a month on annual terms, Advanced eighty five, Expert a hundred and thirty two, and monthly billing adds up to a third. Fin is charged on top at roughly a dollar per resolution, and Intercom defines what counts as one, including conversations a customer abandons after Fin answers.