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HomeIntercomAll changes'Fin → service
IntercomProduct change · Feature change · Sep 17 → Sep 18, 2026

Intercom strips Fin AI from Essential, reframes standalone agent plan

Verified Sep 18, 2026Sales & Customer Relationship Management (CRM)Direction: neutral
Covered on Pulse:Intercom pulls Fin branding from Essential, recasts standalone agent as helpdesk add-on
The change'Fin — replaced.
Before · Sep 17'Fin
After · Sep 18service
replaced
1 change2 capturesSep 17, 2026 → Sep 18, 2026

What happened

Between the Sep 17, 2026 and Sep 18, 2026 captures of Intercom's pricing page, Pulse recorded one change: Essential swapped 'Fin for service, sales & ecommerce' for 'Basic automation'. Fin AI Agent standalone plan replaced 'Customizable tone' & 'Takes action' with 'Works with helpdesks' & 'Learns support content'. Pulse files it as a product change (feature change) with a neutral 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.

It lands 18 days after Intercom's previous change, "Intercom: Essential plan's 35% new-customer promo ended" (Aug 31, 2026). Intercom has been tracked since 2023-11-14.

In the same window HubSpot, LiveChat, Salesforce, Drift and Zendesk also changed their CRM pricing pages. Those moves are listed further down, and the Pulse Agent can compare them side by side.

  • Essential · FeatureReplaced
    'Finservice

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 Sep 17, 2026 and Sep 18, 2026; the change is marked near the top of the page, where "'Fin" becomes "service".

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Intercom, the last 90 days

Full history
  1. Oct 3, 2026increaseIntercom ends $19 Essential promo, seat price jumps to $29/month
  2. Sep 28, 2026decreaseIntercom slashes Essential plan seat price 34%, from $29 to $19
  3. Sep 19, 2026improvedIntercom rebrands Essential automation as Fin, adds Fin external actions
  4. Sep 18, 2026improvedIntercom strips Fin AI from Essential, reframes standalone agent plan · this change
  5. Aug 31, 2026packagingIntercom: Essential plan's 35% new-customer promo ended

Across CRM in the same window

All CRM changes
  1. HubSpotSep 18HubSpot renames Deal pipeline row, raises cap to 15 pipelines
  2. LiveChatSep 14LiveChat kills ChatBot.com add-on for native AI Agent from $19/user
  3. SalesforceSep 7Salesforce Small Business axes Free Suite plan, leaves only Starter and Pro
  4. DriftJul 2Salesloft (drift): Account agents + Forecast add-ons section removed
  5. ZendeskJul 2Zendesk: Contact Center add-on price increase ($50→$83)

Questions about this change

Did Intercom raise prices in September 2026?

No list-price increase was recorded between Sep 17, 2026 and Sep 18, 2026. The change Pulse detected was a product change: feature change.

What changed on Intercom's pricing page between Sep 17, 2026 and Sep 18, 2026?

Essential feature: 'Fin → service, replaced. Pulse compared the captures it took on Sep 17, 2026 and Sep 18, 2026; 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: Essential plan's 35% new-customer promo ended" on Aug 31, 2026; Intercom has been tracked since 2023-11-14.