Intercom Restructures Pricing Model to Simplify Plans with New Per-Seat Pricing and Reveals Essential Plan at $39/Seat/Month
What happened
Between the Nov 14, 2023 and Jan 1, 2024 captures of Intercom's pricing page, Pulse recorded 13 changes: Premium plan renamed to Expert; Multiple help centers added to Advanced and Expert plans; Workload management added to Advanced and Expert plans; Complete pricing model restructure from usage-based (seats + people reached) to pure per-seat pricing across all tiers; Fin AI Compose with tone of voice customization added to all plans; Fin AI Autofill added to Advanced and Expert plans; Inbox views added as feature to all plans; Phone support channel added to platform features; Expert plan price revealed at $139/seat/mo, previously shown as custom pricing; Advanced plan price revealed at $99/seat/mo, previously shown as custom pricing; Pro plan renamed to Advanced; Essential plan price revealed at $39/seat/mo, previously shown as starting from $74/mo with complex pricing structure; Starter plan renamed to Essential. Pulse files it as a pricing change (plan renamed, feature added, packaging change, price revealed) with a neutral direction. Pulse's latest capture (Nov 15, 2026) lists Essential at $29, Advanced at $85, Expert at $132, Fin AI Agent (Standalone) at $0.99 per Fin outcome and Copilot at $29.
This is the first pricing-page change Pulse has recorded for Intercom. Intercom has been tracked since 2023-11-14.
In the same window HubSpot, Salesforce and Drift also changed their CRM pricing pages. Those moves are listed further down, and the Pulse Agent can compare them side by side.
- RenamedExpertPlanPremium planExpert
- AddedAdvanced, ExpertFeatureNot listedMultiple help centers
- AddedAdvanced, ExpertFeatureNot listedWorkload management
- Packaging changeCompletePackaging
Complete pricing model restructure from usage-based (seats + people reached) to pure per-seat pricing across all tiers
- AddedAll plansFeature
BeforeNot listed
AfterFin AI Compose with tone of voice customization
- AddedAdvanced, ExpertFeatureNot listedFin AI Autofill
- AddedAll plansFeatureNot listedInbox views
- Added—FeatureNot listedPhone support channel
- RevealedExpertPrice visibility
BeforePrice hidden
AfterPrice listed: $139/seat/mo
- RevealedAdvancedPrice visibility
BeforePrice hidden
AfterPrice listed: $99/seat/mo
- RenamedPro, AdvancedPlanPro planAdvanced
- RevealedEssentialPrice visibility
BeforePrice hidden
AfterPrice listed: $39/seat/mo
- RenamedEssentialPlanStarter planEssential
| Plan | Field | Before | After | Change |
|---|---|---|---|---|
| Expert | Plan | Premium plan | Expert | Renamed |
| Advanced, Expert | Feature | Not listed | Multiple help centers | Added |
| Advanced, Expert | Feature | Not listed | Workload management | Added |
| Complete | Packaging | Complete pricing model restructure from usage-based (seats + people reached) to pure per-seat pricing across all tiers | Packaging change | |
| All plans | Feature | Not listed | Fin AI Compose with tone of voice customization | Added |
| Advanced, Expert | Feature | Not listed | Fin AI Autofill | Added |
| All plans | Feature | Not listed | Inbox views | Added |
| — | Feature | Not listed | Phone support channel | Added |
| Expert | Price visibility | Price hidden | Price listed: $139/seat/mo | Revealed |
| Advanced | Price visibility | Price hidden | Price listed: $99/seat/mo | Revealed |
| Pro, Advanced | Plan | Pro plan | Advanced | Renamed |
| Essential | Price visibility | Price hidden | Price listed: $39/seat/mo | Revealed |
| Essential | Plan | Starter plan | Essential | Renamed |
Values as written on Intercom's public pricing page in the two captures Pulse compared; where the page states no number, the cells give the wording before and after.
Evidence
The two captures Pulse comparedFull-page captures of Intercom's pricing page (intercom.com) from Nov 14, 2023 and Jan 1, 2024; the change is marked on the page, where "Starter plan" becomes "Essential".
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Intercom, pricing history
Full history- Q3 2024Price decreaseIntercom Essential Plan Price Decreased by 25.6% to $29/Seat/Month, Enhancing Accessibility for Users
- Jul 2024PackagingIntercom Introduces Freemium Fin AI Copilot, Replacing Expert Plan's AI Compose with Generic Version
- Q1 2024PackagingIntercom Cuts Proactive Support Plus Price by 80% to $99/mo, Reducing Included Messages from 3,000 to 500
- Dec 2023PackagingIntercom Restructures Pricing Model to Simplify Plans with New Per-Seat Pricing and Reveals Essential Plan at $39/Seat/Month This change
Across CRM in the same window
All CRM changes- HubSpotJan 21HubSpot Transforms Pricing Model with Flat Allocation of Credits and Expands Allocation to 500 Credits
- SalesforceJan 12Salesforce Renames Data Cloud to Data 360, Signaling Major Shift in Product Strategy
- DriftJan 11Drift Discontinues All Major Pricing Plans, Shifts to Salesloft's Custom Package-Based Model
Questions about this change
Did Intercom raise prices in January 2024?
No list-price increase was recorded between Nov 14, 2023 and Jan 1, 2024. The change Pulse detected was a pricing change: plan renamed, feature added, packaging change, price revealed.
What changed on Intercom's pricing page between Nov 14, 2023 and Jan 1, 2024?
Expert plan: Premium plan → Expert, renamed; Advanced, Expert feature added: Multiple help centers; Advanced, Expert feature added: Workload management; Complete pricing model restructure from usage-based (seats + people reached) to pure per-seat pricing across all tiers; All plans feature added: Fin AI Compose with tone of voice customization; Advanced, Expert feature added: Fin AI Autofill; All plans feature added: Inbox views; feature added: Phone support channel; Expert price visibility: Price hidden → Price listed: $139/seat/mo, revealed; Advanced price visibility: Price hidden → Price listed: $99/seat/mo, revealed; Pro, Advanced plan: Pro plan → Advanced, renamed; Essential price visibility: Price hidden → Price listed: $39/seat/mo, revealed; Essential plan: Starter plan → Essential, renamed. Pulse compared the captures it took on Nov 14, 2023 and Jan 1, 2024; the before/after table above lists each item as written on the page.
How often does Intercom change its pricing?
Pulse recorded 0 other pricing-page changes for Intercom in the 90 days before this one; Intercom has been tracked since 2023-11-14.