Intercom

Intercom is an AI first help desk and live chat platform for support teams, with Fin AI Agent answering conversations before an agent sees them.

Intercom is a help desk and live chat platform for customer support teams, built so an AI agent answers first and a person takes what is left. Fin, the San Francisco company founded as Intercom in 2011, makes it, and took its AI agent's name as its own in 2026. The product pairs the Intercom helpdesk, where agents work, with Fin AI Agent, which replies to customers on its own. A team that already runs another helpdesk can buy the agent alone and leave the rest in place. Agents work from a shared inbox that gathers email, chat, phone and social messages and turns them into assignable tickets. Workflows automate assignment, tagging and replies, round robin assignment spreads load across a team, and multiple team Inboxes keep groups apart. The Messenger carries live chat, banners, tooltips and product tours inside a web or mobile app, and the Help Center publishes the articles Fin answers from, in several languages. Knowledge Hub, pre-built reports and Copilot, an assistant that sits with the agent in the inbox, round out the workspace. Intercom suits software and ecommerce companies whose customers ask for help inside the product, and support teams judged on how many conversations never reach a person. Small teams start on Essential, growing teams take Advanced for workflow automation and extra inboxes, and large organisations take Expert for single sign on, HIPAA support, service level agreements and a help center per brand. Occasional contributors can be added as Lite seats instead of full ones. It is bought as one platform, per seat and per AI resolution together, with Copilot, Pro and Proactive Support Plus sold as add-ons on top. The conversations it takes on are onboarding questions, billing and account changes, order and delivery queries, and the technical questions that follow a release. Apps and integrations bring Slack, Jira and Salesforce into the agent view, and Fin can run on top of Salesforce for teams keeping their current helpdesk. Outbound posts, checklists and surveys reach customers in the same Messenger that support runs in. Email, SMS, WhatsApp and phone channels are billed as they are used, so Intercom sits beside a team's CRM rather than replacing it.