Intercom rebrands Essential automation as Fin, adds Fin external actions
What happened
Between the Sep 18, 2026 and Sep 19, 2026 captures of Intercom's pricing page, Pulse recorded one change: Essential's 'Basic automation' bullet became 'Fin for service, sales & ecommerce'; Fin AI Agent card added 'Customizable tone & answer length'/'Takes action on external systems', dropping 2 generic bullets. 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 one day after Intercom's previous change, "Intercom strips Fin AI from Essential, reframes standalone agent plan" (Sep 18, 2026). Before that Pulse recorded "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 · FeatureAdded
BeforeNot listed
After'Customizable tone & answer length'/'Takes action
| Plan | Field | Before | After | Change |
|---|---|---|---|---|
| Essential | Feature | Not listed | 'Customizable tone & answer length'/'Takes action | 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 Sep 18, 2026 and Sep 19, 2026; the change is marked near the top of the page, where 'Customizable tone & answer length'/'Takes action now appears.
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Intercom, the last 90 days
Full history- Oct 11, 2026improvedIntercom launches Fin Voice AI at $1.99 per outcome, adds 90-day guarantee
- Oct 3, 2026increaseIntercom ends $19 Essential promo, seat price jumps to $29/month
- Sep 28, 2026decreaseIntercom slashes Essential plan seat price 34%, from $29 to $19
- Sep 19, 2026improvedIntercom rebrands Essential automation as Fin, adds Fin external actions · this change
- Sep 18, 2026improvedIntercom strips Fin AI from Essential, reframes standalone agent plan
- Aug 31, 2026packagingIntercom: Essential plan's 35% new-customer promo ended
Across CRM in the same window
All CRM changes- HubSpotSep 18HubSpot renames Deal pipeline row, raises cap to 15 pipelines
- LiveChatSep 14LiveChat kills ChatBot.com add-on for native AI Agent from $19/user
- SalesforceSep 7Salesforce Small Business axes Free Suite plan, leaves only Starter and Pro
- DriftJul 2Salesloft (drift): Account agents + Forecast add-ons section removed
- 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 18, 2026 and Sep 19, 2026. The change Pulse detected was a product change: feature change.
What changed on Intercom's pricing page between Sep 18, 2026 and Sep 19, 2026?
Essential feature: Not listed → 'Customizable tone & answer length'/'Takes action, added. Pulse compared the captures it took on Sep 18, 2026 and Sep 19, 2026; the before/after table above lists each item as written on the page.
How often does Intercom change its pricing?
Pulse recorded 2 other pricing-page changes for Intercom in the 90 days before this one; the previous change was "Intercom strips Fin AI from Essential, reframes standalone agent plan" on Sep 18, 2026; Intercom has been tracked since 2023-11-14.