Customer service platform with product tours · Independent review
Intercom product tours review: pricing, features, pros and cons
Intercom is a customer-service platform (a shared inbox, help center and its Fin AI agent) that also sends product tours, checklists, tooltips and other in-app messages for onboarding. Tooltips and banners come with every plan, but product tours, checklists, surveys and mobile carousels and push need the Proactive Support Plus add-on, $99 a month including 500 messages, on top of per-seat plans: Essential, Advanced and Expert are $29, $99 and $139 per seat a month billed monthly, or $19, $85 and $132 billed annually. This page shows no G2 rating: G2's Intercom listing now redirects to Fin, so the reviews there describe its AI agent rather than product tours.
By Yağmur Çiftçi · Updated 22 Oct 2026 · How we review
UserOnboarding Academy isn't owned by Intercom or any other tool reviewed here. No vendor reviewed this page before publication.
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- Starts at
- $29 / moEssential, per Full seat, billed monthly ($19 / mo billed annually), as most loads of the pricing page showed it on 2026-10-19; the other loads showed $39 billed monthly / $29 billed annually, which matches the page's structured data, so Intercom appears to be testing this price. Fin outcomes cost from $0.99 each on top, and at least 1 Full seat is required
- Free plan
- Not listed
- Priced by
- Full seats per month, plus usage: Fin AI Agent outcomes and messaging channels (email campaigns, SMS, WhatsApp, phone)
- G2 rating
- Not shownG2's Intercom listing now redirects to Fin, Intercom's AI agent, so its reviews describe support automation rather than product tours; this page shows no G2 figures for Intercom.
Prices checked 19 Oct 2026 · Intercom’s own pricing page ↗ · Plans in full
The decision in brief
Is Intercom right for you?
Best suited to
Teams that already run support in Intercom and want product tours, checklists and in-app messages beside their inbox, help center and Fin, sharing the same customer data.
Look elsewhere if
Teams that want product tours without a helpdesk: the pages we read list them only in an add-on to Intercom's per-seat support plans, which need at least one paid Full seat.
Where it works well
- Tooltips and banners are free and unlimited on every plan, along with live chat and in-app chats, according to its pricing page
- Product tours share the same customer data, help center content and reporting as the inbox and Fin, according to its Outbound page
- Series, part of the Proactive Support Plus add-on, sequences messages across product tours, in-app messages, email and push, targeted by who users are and how they use the product
- The 14-day free trial needs no card and includes every add-on, so product tours can be tested before you pay
What to watch for
- Product tours, checklists and surveys aren't in the base plans: they need the Proactive Support Plus add-on, $99 a month for 500 messages, with extra messages charged per unit
- Costs scale with seats and usage: $29 to $139 per seat a month billed monthly, or $19 to $132 billed annually, plus from $0.99 per Fin outcome
- Only Full seats, which are paid, can send messages or fully use outbound content, according to its pricing FAQ
- The pages we read describe mobile carousels and mobile push, but don't say whether product tours run inside native mobile apps
Intercom pricing: what does it cost?
Intercom prices by seat plus usage. Every plan needs at least one Full seat. Billed monthly, seats are $29 on Essential, $99 on Advanced and $139 on Expert; billed annually, $19, $85 and $132. Intercom appears to be testing Essential's price: some visits to the pricing page showed $39 billed monthly and $29 annually, which matches the page's structured data. Fin AI Agent costs from $0.99 per outcome on every plan. Product tours, checklists, surveys, posts, mobile push, carousels and the Series builder are in the Proactive Support Plus add-on at $99 a month including 500 messages, with extra messages charged per unit; tooltips, banners, live chat and in-app chats are on every plan. There's a 14-day free trial without a card that includes all features and add-ons; refunds aren't mentioned.
| Plan | Billed monthly | Billed yearly, per month | Covers | Includes |
|---|---|---|---|---|
| Essential | $29 | $19 | Per Full seat, plus from $0.99 per Fin outcome. The price varied between page loads: $29 billed monthly / $19 billed annually in most, $39 / $29 in the rest |
|
| Advanced | $99 | $85 | Per Full seat, plus from $0.99 per Fin outcome |
|
| Expert | $139 | $132 | Per Full seat, plus from $0.99 per Fin outcome |
|
| Fin AI Agent (with another helpdesk) | – | – | From $0.99 per Fin outcome; no seats required |
|
- Free trial
- 14-day free trial, no credit card required; includes all features, Fin and add-ons
- Refunds
- Not listed
Full pricing notes
Every plan needs at least 1 Full seat (FAQ: '1 Full seat minimum'); Lite seats are free on Advanced and Expert, and only Full seats can send messages or fully use outbound content. Seat prices are animated counters under a Billed annually / Billed monthly toggle (annual is the default), so they were read from screenshots of the live page on 2026-10-19 (the pricing-live WebPs in sources): Advanced $85 billed annually or $99 billed monthly, Expert $132 or $139. Essential differed between page loads: 27 of the 42 loads we classified showed $19 billed annually / $29 billed monthly, the other 15 showed $29 / $39 (the '-alt' WebPs), so Intercom appears to be testing the Essential price. The page also alternates between two layouts with slightly different Essential feature lists. The page's structured data lists Essential $39, Advanced $99 and Expert $139 per seat/month, the monthly prices of the $39 version. The home page shows '$19 Per Seat/Mo + $0.99 Per Outcome', and its structured data says $29 per seat/month. Product tours: all plans include free, unlimited live chat, support email, in-app chats, banners and tooltips, but Product Tours, Checklists, Surveys, Posts and the Series campaign builder are in the Proactive Support Plus add-on (its FAQ entry also lists in-app messages, Mobile Push and Carousels), $99/month including 500 messages, with extra messages charged per unit. Other add-ons: Copilot $29 per agent/month billed annually or $35 billed monthly; Pro from $100/month (500 conversation analyses and 6,000 credits; extra credits $0.01). Email campaigns, SMS, WhatsApp and phone are pay-as-you-go. Monthly or annual self-serve plans (Essential, Advanced); contracts optional. Startups: up to 93% off plus 1 year of Fin free (Early Stage program).
A dash means the page doesn’t print that figure. Read 19 Oct 2026 from intercom.com/pricing, and re-checked against screenshots of the live page 19 Oct 2026.
What can Intercom do, and on which plans?
From Intercom's own pages, checked 19 Oct 2026. This is what the vendor documents, not hands-on test results; a feature missing here may simply not be on the pages we read.
Experiences
Product tours
In-app product tours, sold in the Proactive Support Plus add-on together with posts, checklists, surveys and the Series campaign builder.
Availability: Add-on: Proactive Support Plus, $99/mo including 500 messages
Before you rely on it: Product tours are not in the base plans; messages beyond the 500 included are charged per unit.
Source: intercom.com/pricingChecklists
Contextual, personalized task lists sent to users in the Messenger.
Availability: Add-on: Proactive Support Plus, $99/mo including 500 messages (pricing page)
Source: intercom.com/helpdesk/outboundTooltips and hotspots
Tooltips, which the pricing page says every plan includes free and unlimited, along with live chat and in-app chats.
Availability: All plans
Source: intercom.com/pricingKnowledge base
A help center for self-serve support: public on Essential, private and multilingual on Advanced, multibrand on Expert.
Availability: Essential (public), Advanced (private and multilingual), Expert (multibrand)
Source: intercom.com/pricingModals and banners
Banners for updates across your site or product, which the pricing page says every plan includes free and unlimited.
Availability: All plans
Source: intercom.com/pricing
Feedback
In-app surveys
Targeted, in-context surveys on web, mobile or in-app.
Availability: Add-on: Proactive Support Plus, $99/mo including 500 messages (pricing page)
Source: intercom.com/helpdesk/outbound
Targeting and analytics
Segmentation and targeting
Targets users by who they are and how they engage with the product and messages; Series builds message sequences per segment.
Availability: Not stated (Series is listed in Proactive Support Plus)
Source: intercom.com/helpdesk/outboundA/B testing
Tests message variations and picks the better-performing one.
Availability: Not stated
Source: intercom.com/helpdesk/outbound
AI
AI assistant
Fin AI Agent answers customers across email, chat and phone and can take actions; Copilot assists agents in the inbox.
Availability: Fin on all plans at $0.99 per outcome; Copilot is a paid add-on
Source: intercom.com/pricing
Platforms and channels
Mobile apps
Mobile carousels: customizable screens that highlight parts of a mobile app.
Availability: Add-on: Proactive Support Plus, $99/mo including 500 messages (pricing page)
Source: intercom.com/helpdesk/outboundEmail
Email campaigns, SMS, WhatsApp and phone alongside the Messenger.
Availability: Pay-as-you-go on all plans
Source: intercom.com/pricingPush notifications
Mobile push notifications that bring users back to a place in the app or a support conversation.
Availability: Add-on: Proactive Support Plus, $99/mo including 500 messages (pricing page)
Source: intercom.com/helpdesk/outbound
Integrations
Integrations
Connects Intercom and Fin to tools such as Slack, Shopify and GitHub; Fin pulls customer data and takes action through APIs or MCP.
Availability: Not stated
Source: intercom.comCRM integrations
The home page shows Salesforce and HubSpot among tools that integrate with Intercom; the pricing page says Fin works with Salesforce as a helpdesk.
Availability: Not stated
Source: intercom.comAPI and webhooks
A public API; the outbound page's changelog lists Public API v2.15 and an Activity Log Event Types API.
Availability: Not stated
Source: intercom.com/helpdesk/outbound
Security and admin
SSO
SSO and identity management.
Availability: Expert
Source: intercom.com/pricingCompliance
HIPAA support.
Availability: Expert
Source: intercom.com/pricing
What do Intercom's reviewers say?
G2's Intercom listing now redirects to Fin, Intercom's AI agent, so its reviews describe support automation rather than product tours; this page shows no G2 figures for Intercom.
How does Intercom compare?
Alternatives to weigh
Intercom FAQ
Does Intercom have product tours?
Yes. Its Outbound page lists product tours, checklists and tooltips for onboarding, plus mobile carousels, banners, in-product messages, mobile push and surveys. Tooltips and banners are on every plan; product tours and checklists need the Proactive Support Plus add-on.
How much do Intercom product tours cost?
Product tours need the Proactive Support Plus add-on, $99 a month including 500 messages, with extra messages charged per unit. It sits on top of a per-seat plan with at least one Full seat; seats start at $29 / mo on Essential billed monthly, or $19 billed annually. Prices checked 19 Oct 2026.
How does Intercom pricing work?
In two parts, according to its FAQ: seats, paid per teammate on the Essential, Advanced or Expert plan, and usage, such as Fin outcomes from $0.99 each and pay-as-you-go email campaigns, SMS, WhatsApp and phone. Add-ons such as Proactive Support Plus, Copilot and Pro cost extra.
How much does an Intercom seat cost?
Per Full seat a month, billed monthly: $29 on Essential, $99 on Advanced and $139 on Expert. Billed annually: $19, $85 and $132. Every plan needs at least one Full seat and adds from $0.99 per Fin outcome; Advanced includes 20 free Lite seats and Expert 50. Prices checked 19 Oct 2026.
Does Intercom have a free plan or a free trial?
The pages we read show no free plan. There's a 14-day free trial without a credit card that includes all features, Fin and the add-ons, product tours among them. Startups can apply for up to 93% off.
What is Intercom's Proactive Support Plus add-on?
An optional add-on for in-app and outbound messages: $99 a month including 500 messages, with extra messages charged per unit. The add-on card lists posts, checklists, product tours, surveys and the Series campaign builder; the pricing FAQ lists product tours, surveys, in-app messages, mobile push and carousels.
Do Intercom product tours work in mobile apps?
The pages we read don't say product tours run inside native mobile apps. They describe mobile carousels that highlight parts of a mobile app, mobile push notifications and surveys on web or mobile; carousels and push are in the Proactive Support Plus add-on.
Why does this page show no G2 rating for Intercom?
G2's Intercom listing now redirects to Fin, Intercom's AI agent, so the reviews there describe its support automation rather than its product tours. We don't present them as a reading of Intercom's onboarding features, so this page shows no G2 figures for it.
Is Intercom better than Userpilot for product tours?
They're priced on different units. Intercom charges per seat and puts product tours in a $99-a-month add-on with 500 messages; Userpilot charges by monthly active users, from $299 / mo on Starter, and lists product tours, checklists and NPS on every plan. Intercom keeps tours beside a support inbox and Fin. Our Userpilot vs Intercom page compares them in full.
Is Intercom better than Appcues?
Appcues says every plan includes every experience type, and it also sends email and push notifications, but it prints a price only for its Spark plan, $3,600 / year. Intercom prints its seat prices, from $29 / mo on Essential, but sells product tours as an add-on. If your support team already works in Intercom, its tours share that customer data; if it doesn't, Appcues prices by monthly active users, installations and published experiences rather than support seats.
How we review
Prices, plans and features come from Intercom’s own pages, read on the dates below through a US browser session; nothing is taken from memory or other review sites. Reviews come from G2: an AI model read each one and tagged it against a fixed list of themes, and every featured quote is checked word for word against its review.
- home page: www.intercom.com/, read 19 Oct 2026
- pricing page: www.intercom.com/pricing, read 19 Oct 2026
- features page: www.intercom.com/helpdesk/outbound, read 19 Oct 2026
Spotted something out of date? Write to hello@useronboarding.academy.
