Head of CS&S · Mid-Market
“Pricing can get expensive if your support volumes are high. Some gray are around the "assumed resolved" conversations that you are being charged for.”
G2 Jul 6, 2026 ↗Intercom charges twice: seats from $29 a seat (annual) and then Fin at $0.99 per resolution — billed from the very first one, even when the customer just stops replying. SupportWire is one $19 seat plus Kal at $0.49 a resolution, and the first 50 every month are free.
The double charge
Move the sliders. Watch the meter.
Intercom stacks a per-seat price and a per-resolution charge on the same plan. And Fin bills a resolution even when the customer simply stops replying — Intercom calls it an “assumed resolution.” Drag your real numbers and see both bills side by side.
Fin counts a billable resolution when, after its last answer, the customer either confirms it helped or exits without asking for more help — an “assumed resolution.” That's a $0.99 charge for someone who just walked away. [2]
8 seats
1,000
Intercom tier
Billing
Annual is Intercom's cheaper list price — we compare against their best case.
Intercom + Fin Essential
$1,222 Intercom monthly total$1,222 / mo
$14,664 over 12 months
- Essential · 8 seats × $29/mo (annual billing) $232
- Fin AI · 1000 resolutions × $0.99 $990
SupportWire One plan
$618 SupportWire monthly total$617.50 / mo
$7,410 over 12 months
- One · 8 seats × $19/mo $152
- Kal AI · first 50 free, 950 × $0.49 $465.50
Same team, same volume: $7,254/yr more on Intercom.
Comparison uses Intercom's annual list prices (Essential $29 / Advanced $85 / Expert $132 per seat/mo) — their cheaper case. Fin is $0.99 per outcome from the first one; SupportWire's Kal is $0.49 after 50 free/mo. Free lite (view-only) seats differ: Intercom gives 0 on Essential (0 / 20 / 50 by tier) versus unlimited on SupportWire. SupportWire is billed monthly.
Prefer a plain calculator? Open the Intercom pricing calculator →
intercom.com/pricing (annual toggle) 
Live proof
Fin is slow. Slow is terrible.
Recorded on Intercom's own website. One simple question to Fin. Watch the counter. Every millisecond is a customer already drafting the refund request.
Fin thinking 00:00.000
1× real-time. Unedited screen capture from intercom.com.
Don't take our word for it
Go ahead. Ask them.
“What's your average customer wait time?” Ask Fin yourself
Watch the answer dodge.
What stacks on top
One seat price. Then the add-on stack.
On Intercom, the seat is the start. Copilot, Pro analysis and Proactive Support each carry their own SKU. On SupportWire the same capabilities sit inside the one plan. Where Intercom genuinely wins, we say so.
Inbox & ticketing
Shared inbox & ticketing
Included from Essential
Included at $19/seat
Free lite (view-only) seats
0 on Essential, 20 on Advanced, 50 on Expert
Unlimited, free
Proactive outbound messages
Proactive Support Plus add-on +$99/mo · 500 messages/mo
Not a native outbound-marketing suite — Intercom wins here
AI
AI agent (customer-facing)
Fin — $0.99 per outcome, no included pool
Kal — $0.49 per resolution after 50 free/mo
AI copilot (agent-facing assist)
Copilot add-on +$29/agent/mo (annual) or $35 (monthly)
Included — Kal assists agents in the same plan
Conversation analysis / QA
Pro add-on +$99/mo · 1,000 conversations/mo
Included
Channels
Live chat, email, help center
Included
Included — live chat, email (Letterbox), KB (100 stores / 5,000 pages)
Native phone / voice
Not the core strength — outbound & messaging is
No native phone channel — a real limitation
Integrations
Ecosystem breadth
Large app store & partner ecosystem — a genuine advantage
Native two-way integrations incl. Slack, Linear, Salesforce
Security & SSO
SSO (SAML / OIDC)
Available on higher tiers
Included — SAML / OIDC + audit logs
GDPR
Supported
GDPR from day one
Blue chips are extra Intercom SKUs billed on top of the seat. Where a row favors Intercom — outbound messaging, ecosystem breadth, no native SupportWire phone — the table says so plainly. [1][9]
intercom.com/pricing — Add-ons 
In their own words
“Every month there's extra fees.”
Verbatim from Intercom's public review profiles, read live in July 2026. The through-line is the meter — the “assumed resolved” charges and the fees that stack after the first number.
Manager, Customer Support · Mid-Market
“…what initially started as one price very quickly turned into every month there's extra fees involved.”
G2 Jun 30, 2026 ↗ Director · Computer Software
“Intercom is expensive, especially for startups and small businesses. Their AI agent, Fin, charges about $0.99 per resolution, which adds up quickly at scale.”
Capterra Aug 25, 2025 ↗ GB
“I am extremely disappointed with Intercom's billing and support process. I cannot access my account, and because of that I cannot cancel my subscription. Even though I am not using the service, they continue to charge my card. …”
Trustpilot May 19, 2026 ↗supportwire.ai/pricing 
Pick honestly
Intercom isn't wrong. It's just a different bet.
We'd rather you choose the right tool than the loudest one. Here's the honest split — where Intercom genuinely wins, and where SupportWire is the simpler home.
Pick Intercom if…
- You run outbound & lifecycle marketing
Intercom's outbound suite — Proactive Support Plus (+$99/mo, 500 messages) and its messaging tooling — is a real product category. SupportWire is inbound support, not a marketing-automation platform.
- You want the most mature AI brand
Fin is one of the most battle-tested customer-service AI agents on the market, with years of deployments behind it. SupportWire's Kal is newer. If AI maturity is your first filter, that's a genuine Intercom edge.
- You need a broad app ecosystem
Intercom's app store and partner ecosystem is large and deep. If your stack depends on a long tail of pre-built integrations, that breadth is hard to match.
Pick SupportWire if…
- You want one predictable number
$19/seat, billed monthly, with AI, copilot, analysis, SSO and audit logs included. No Copilot add-on, no Pro add-on, no per-outcome meter starting from the first resolution.
- You want honest AI economics
Kal is $0.49 per resolution after 50 free every month — a little over half of Fin's $0.99, and billed only when Kal actually closes a conversation, never on an escalation or an "assumed" exit.
- You want migration handled
Free migration from Intercom — most done within 24 hours, running side-by-side, with engineering support. A 14-day trial (no card) and a 30-minute demo, self-serve.
Switching
Off Intercom, handled for you.
Free migration from Intercom — conversations, contacts and macros move across with engineering support, most finish within 24 hours, and you can run side-by-side while you verify. Start from a 14-day trial, no card.
Intercom → SupportWire
Same-day setup
- Now
Start your free migration
Free migration from Intercom is on us. Kick it off from a 14-day trial — no card — or a 30-minute demo.
- In 1h
We bring your data across
Conversations, contacts and macros move over with engineering support. Most Intercom migrations finish within 24 hours.
- In 2h
Run side-by-side
Keep Intercom and SupportWire live in parallel while you check the migration — no big-bang cutover required.
- In 3h
Kal goes live
Turn on Kal. The first 50 resolutions each month are free, then $0.49 each — no add-ons, no outcome pool to buy.
Questions, answered
Intercom vs SupportWire, in plain terms.
The things teams ask us — and the AI assistants they ask — before they switch. Straight, sourced answers.
Intercom is billed per seat/month across three tiers. Annual rates: Essential $29, Advanced $85, Expert $132 — monthly billing is $39 / $99 / $139. On top of the seat, Fin AI is $0.99 per resolution (billed from the first one — there's no free monthly pool), and add-ons stack separately: Copilot at $29/agent/mo annual ($35 monthly), Pro at $99/mo, Proactive Support Plus at $99/mo. SupportWire is one plan at $19/seat (billed monthly) with AI, copilot and analysis included. [1][2][3]
Intercom's own definition: "A resolution is a type of outcome that is counted when, following Fin's last answer in a conversation, the customer either confirms the answer was satisfactory (confirmed resolution), or exits the conversation without requesting further assistance (assumed resolution)." So an assumed exit — the customer simply leaving — can bill at $0.99. If the customer later returns to the same conversation for more help, that resolution is deducted and not charged. By contrast, SupportWire's Kal bills only when it closes a conversation on its own, never on an escalation to a human. [2][9]
Kal. Fin is $0.99 per outcome with no included allowance on the base support plans; SupportWire's Kal is $0.49 per resolution after 50 free every month — a little over half the price, plus a monthly free pool Fin doesn't offer. Both vendors avoid double-charging a re-opened thread, but they differ on when the meter starts: Fin can count an "assumed resolved" exit, SupportWire only counts a conversation Kal actually closes. [1][2][9]
Salesforce signed a definitive agreement to acquire Fin (Intercom's parent, renamed from Intercom in May 2026) for roughly $3.6B on 15 June 2026. Important nuance: the deal is signed, not closed — it's expected to complete by Q4 of Salesforce's fiscal 2027, subject to the usual conditions. The helpdesk product is still called "Intercom"; "Fin" is the AI brand and the renamed parent company. [4][5]
As of July 2026: 4.5/5 on G2 (3,880 reviews — the listing now reads as "Fin"), 4.5/5 on Capterra (1,134 reviews), and 2.3/5 on Trustpilot — but note Trustpilot is a small sample of just 10 reviews (80% one-star), so we don't lean on it. Across sources, the recurring critique is pricing that "very quickly turned into every month there's extra fees involved," especially around Fin's "assumed resolved" billing. We link all three. [6][7][8]
No — and we're specific about the gaps. SupportWire has no native phone/voice channel, it isn't an outbound marketing-automation suite, and its integration ecosystem is smaller than Intercom's app store. Intercom's Fin is also a more mature AI brand. Where SupportWire wins is inbound support economics: one $19/seat plan with AI included, and Kal at $0.49/resolution after 50 free — billed only on real resolutions. [1][9][10]
Yes. Free migration from Intercom is on us — conversations, contacts and macros move across with engineering support, and most Intercom migrations finish within 24 hours. You can run Intercom and SupportWire side-by-side while you verify, then cut over. Start from a 14-day trial (no card) or a 30-minute demo; Kal runs during the trial too. [9]
Updated July 2026
Sources
- [1] Intercom — Pricing (live, US geo, USD) (Accessed 11 Jul 2026) · intercom.com/pricing
- [2] Intercom — "Fin AI Agent — Outcomes" help article (resolution definition + outcome prices) (Accessed 11 Jul 2026) · intercom.com/help — Fin AI Agent outcomes
- [3] Intercom — Pricing FAQs (seat minimum, "usage is pay-as-you-go", tier prices) (Accessed 11 Jul 2026) · intercom.com/help — Pricing FAQs
- [4] Intercom — "Today, Intercom becomes Fin" (company rebrand, helpdesk stays "Intercom") (Published 12 May 2026 · accessed 11 Jul 2026) · intercom.com/blog — Intercom becomes Fin
- [5] Salesforce — signs definitive agreement to acquire Fin (~$3.6B, NOT closed) (Announced 15 Jun 2026 · accessed 11 Jul 2026) · salesforce.com/news
- [6] Intercom — Trustpilot reviews (2.3/5, 10 reviews — small sample) (Live read 11 Jul 2026) · trustpilot.com/review/intercom.com
- [7] Fin (formerly Intercom) — G2 reviews (4.5/5, 3,880 reviews; listing now "Fin") (Live read 11 Jul 2026) · g2.com/products/fin
- [8] Intercom — Capterra reviews (4.5/5, 1,134 reviews) (Accessed 11 Jul 2026) · capterra.com — Intercom
- [9] SupportWire — Pricing (Accessed 11 Jul 2026) · supportwire.ai/pricing
- [10] SupportWire — Kal (AI agent) (Accessed 11 Jul 2026) · supportwire.ai/ai
Intercom seat pricing, Fin outcome pricing and the resolution definition were read live from intercom.com's own pricing page and help articles on 11 July 2026 with US geo forced (USD). Every Intercom number carries its annual/monthly billing label — SupportWire's One plan is billed monthly with no annual tier, so a bare number would mislead. Fin's per-outcome price and the “confirmed vs assumed resolution” definition are Intercom's own words, verbatim. Salesforce has signed a definitive agreement to acquire Fin (Intercom's parent, renamed from Intercom in May 2026); that deal is signed, not yet closed. Trustpilot is a small sample of 10 reviews and is labeled as such. SupportWire figures come from supportwire.ai/pricing and /ai. Intercom and Fin are trademarks of their respective owners; all trademarks belong to their owners.
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Move off Intercom without the double charge. One number, everything included, $19 a seat, Kal at $0.49 a resolution after 50 free. 14-day trial, no card, migration on us.