Intercom Introduces Freemium Fin AI Copilot, Replacing Expert Plan's AI Compose with Generic Version
What happened
Between the Jun 1, 2024 and Aug 1, 2024 captures of Intercom's pricing page, Pulse recorded 3 changes: Macros added to Essential plan; Fin AI Compose (my tone of voice) removed from Expert plan - replaced with generic AI Compose available across all plans; Fin AI Copilot introduced with freemium pricing - free for 10 tickets/conversations per agent/mo, $35/mo per seat for unlimited usage. Pulse files it as a packaging change (feature added, feature removed, freemium change) 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.
Intercom's previous recorded change was "Intercom Cuts Proactive Support Plus Price by 80% to $99/mo, Reducing Included Messages from 3,000 to 500" (Q1 2024). 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.
- Essential · FeatureAddedNo MacrosMacros
- Expert · FeatureFeature removed
Fin AI Compose (my tone of voice) removed from Expert plan - replaced with generic AI Compose available across all plans
- Copilot · Free tierAddedNo Fin AI CopilotFin AI Copilot
| Plan | Field | Before | After | Change |
|---|---|---|---|---|
| Essential | Feature | No Macros | Macros | Added |
| Expert | Feature | Fin AI Compose (my tone of voice) removed from Expert plan - replaced with generic AI Compose available across all plans | Feature removed | |
| Copilot | Free tier | No Fin AI Copilot | Fin AI Copilot | Added |
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 Jun 1, 2024 and Aug 1, 2024; the change is marked on the page, where Macros now appears.
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Intercom, the last 90 days
Full history- Q2 2025packagingIntercom Expands Copilot Free Usage to 20 Conversations per Agent per Month, Enhancing Customer Support Experience
- Q4 2024increaseIntercom Increases Phone Service Minimum Pricing by 243%, Now Starting at $0.012 per Minute
- Q3 2024decreaseIntercom Essential Plan Price Decreased by 25.6% to $29/Seat/Month, Enhancing Accessibility for Users
- Jul 2024improvedIntercom Introduces Freemium Fin AI Copilot, Replacing Expert Plan's AI Compose with Generic Version · this change
- Q1 2024packagingIntercom Cuts Proactive Support Plus Price by 80% to $99/mo, Reducing Included Messages from 3,000 to 500
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 August 2024?
No list-price increase was recorded between Jun 1, 2024 and Aug 1, 2024. The change Pulse detected was a packaging change: feature added, feature removed, freemium change.
What changed on Intercom's pricing page between Jun 1, 2024 and Aug 1, 2024?
Essential feature: No Macros → Macros, added; Fin AI Compose (my tone of voice) removed from Expert plan - replaced with generic AI Compose available across all plans; Copilot free tier: No Fin AI Copilot → Fin AI Copilot, added. Pulse compared the captures it took on Jun 1, 2024 and Aug 1, 2024; the before/after table above lists each item as written on the page.
How often does Intercom change its pricing?
Pulse recorded 1 other pricing-page change for Intercom in the 90 days before this one; the previous change was "Intercom Cuts Proactive Support Plus Price by 80% to $99/mo, Reducing Included Messages from 3,000 to 500" in Q1 2024; Intercom has been tracked since 2023-11-14.