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HomeIntercomAll changesPremium plan renamed Expert
IntercomPricing change · Plan renamed · Feature added · Package change · Nov 14 → Jan 1, 2024

Intercom Restructures Pricing Model to Simplify Plans with New Per-Seat Pricing and Reveals Essential Plan at $39/Seat/Month

Verified Jan 21, 2026Sales & Customer Relationship Management (CRM)Direction: up
The changePremium plan — renamed.
Before · Nov 14Premium plan
After · Jan 1Expert
renamed
13 changes2 capturesNov 14, 2023 → Jan 1, 2024

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, package change, price revealed) with an upward direction. Pulse's latest capture (Oct 21, 2026) lists Essential at $19, 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.

  • Expert · PlanRenamed
    Premium planExpert
  • Advanced, Expert · FeatureAdded
    No Multiple help centersMultiple help centers
  • Advanced, Expert · FeatureAdded
    No Workload managementWorkload management
  • Complete · PackagingPackage change

    Complete pricing model restructure from usage-based (seats + people reached) to pure per-seat pricing across all tiers

  • All plans · FeatureAdded

    BeforeNot listed

    AfterFin AI Compose with tone of voice customization

  • Advanced, Expert · FeatureAdded
    No Fin AI AutofillFin AI Autofill
  • All plans · FeatureAdded
    No Inbox viewsInbox views
  • — · FeatureAdded
    No Phone support channelPhone support channel
  • Expert · Price visibilityRevealed
    Price hiddenPrice listed
  • Advanced · Price visibilityRevealed
    Price hiddenPrice listed
  • Pro, Advanced · PlanRenamed
    Pro planAdvanced
  • Essential · Price visibilityRevealed
    Price hiddenPrice listed
  • Essential · PlanRenamed
    Starter planEssential

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 compared

Full-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 "Premium plan" becomes "Expert".

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Intercom, pricing history

Full history
  1. Q3 2024decreaseIntercom Essential Plan Price Decreased by 25.6% to $29/Seat/Month, Enhancing Accessibility for Users
  2. Jul 2024improvedIntercom Introduces Freemium Fin AI Copilot, Replacing Expert Plan's AI Compose with Generic Version
  3. Q1 2024packagingIntercom Cuts Proactive Support Plus Price by 80% to $99/mo, Reducing Included Messages from 3,000 to 500
  4. Dec 2023improvedIntercom 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
  1. HubSpotJan 21HubSpot Transforms Pricing Model with Flat Allocation of Credits and Expands Allocation to 500 Credits
  2. SalesforceJan 12Salesforce Renames Data Cloud to Data 360, Signaling Major Shift in Product Strategy
  3. 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, package 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: No Multiple help centers → Multiple help centers, added; Advanced, Expert feature: No Workload management → Workload management, added; Complete pricing model restructure from usage-based (seats + people reached) to pure per-seat pricing across all tiers; All plans feature: Not listed → Fin AI Compose with tone of voice customization, added; Advanced, Expert feature: No Fin AI Autofill → Fin AI Autofill, added; All plans feature: No Inbox views → Inbox views, added; feature: No Phone support channel → Phone support channel, added; Expert price visibility: Price hidden → Price listed, revealed; Advanced price visibility: Price hidden → Price listed, revealed; Pro, Advanced plan: Pro plan → Advanced, renamed; Essential price visibility: Price hidden → Price listed, 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.