FinReviews of intercom.io

AI features do not always work as expected, very steep pricing for resolutions

We have been with Intercom for 7 years and have always recommended it to our clients. Although we have noticed that many features were moved to higher plans over time, even though they were previously included, the latest situation made us truly disappointed, and now we are considering moving to another service. We changed our pricing in July 2025 due their pricing changes (the pricing information could have been clearer). In November 2025, four months later, we decided to create some outbound messages, and they were created without any issues. However, in January 2026, Intercom paused our messages without notifying us. When we contacted support, we spent weeks trying to resolve the issue but were ultimately told that this feature was not included in our plan, even though our plan has not changed since July 2025. The explanation was that features are migrated gradually. However, it seems this was an issue on their side, and the feature was simply not disabled for our plan back in July 2025. Meanwhile, we had already implemented significant development work in our code to support this feature. This situation would not have been such a big problem if the inconvenience had been acknowledged or if the issue had been handled faster. Instead, we had to wait several weeks for a clear response. Support managers changed during the process, and we had to explain the situation multiple times. We are really disappointed.

Intercom is an incredible product that promotes proactive support, delivered by a company that has yet to grasp the concept. Even when we spent $7K/month on the platform, we were told that we needed to upgrade to get a dedicated support/CSM. Now we're locked into a contract that doesn't suit us, and nobody is available at Intercom to take ownership of the relationship or help us to maximize the value of the platform

Intercom is a great tool but their sales practices are questionable. They are not transparent, it's very difficult to understand the actual cost of their services and they do everything they can to charge you extras even when you do not use them. It's a shame that they act this way because they will lose their customer base at some point, considering extra costs can add up real quick and for no reason on the customer's point of view.

The software itself is second to none, and the AI bot (FIN) is actually very good. Help centre is great. Slightly confusing trying to follow email streams, and personally I prefer our prior software (helpcrunch) but recognise that Intercom is better in terms of functionality and overall features. HOWEVER.... The pricing - I must be literally sending the owner's kids through University with my tariff alone, and we're a very small business. With just 5 seats we're paying over $400 per month. By comparison, our previous solution - which was --ALMOST-- as good, was around $165. In addition, we're charged $0.99 for every AI bot answer, and so much is locked down for additional pricing plans. No idea what plans are what, and the joke on their website about transparent pricing is laughable too. Only yesterday we found the AI bot - which we've been using for weeks and have already spent c. $150 on, has been disabled. Asking why, we're told it's suddenly 'not included in the plan' but they're now asking how much we use, presumably to contract us into another year of higher pricing (everything is contracted - it's not pay as you go like *every* other provider). Overall, I can't stand the company, and I think the salesy approach to it is horrid. BUT, the software is the best in the market.

When raising an intecom chat, the response always says "The team will get back to you on this. Intercom typically replies in a day." I need a response within 2 hrs

The new update is bad. The actions that were made by one click now has to be done by two or more. Some features that we always used were removed. The only good thing about it is black theme.

Creemos que intercom tiene mucho poten cial pero no sabemos como lograr sacar el maximo provecho de este. Por ahora estamos implementando el chatbot, pero nos cuesta identificar como medir segun el URL donde el cliente habla en el bot. Me gustaria tener un dashboard con metricas mas faciles para medir conversion.