Intercom Phone is priced based on usage - for inbound calls (minutes), outbound calls (minutes), Messenger calls (minutes), recordings (minutes) and phone number provisioning (monthly charge). You can see all countries we support and their associated prices here.

Phone number prices depend on the region and type of the phone number (local, toll free or mobile). For example, local and Toll Free US numbers have different prices.

You can see all countries we support and their associated prices here.

Phone number prices will be billed every month the phone number is active. All prices are exclusive of applicable taxes.

Phone call minute prices vary based on the call direction (inbound, outbound), region and phone number type (local, toll free or mobile).

You can see all countries we support and their associated prices here.

Billing will be rounded off to the next minute. For example, if a call lasts 2min 35sec it will be billed for 3 minutes. All prices are exclusive of applicable taxes.

Phone call minutes are calculated from the start of the call until the call has ended. This includes the time customers calling your business spend in the IVR, wait queues and on-hold.

You can see a breakdown of your individual call usage and costs from Settings > Billing > Subscription in your workspace.

Yes! You can trial Intercom Phone free for 14 days. You can use up to $10 during this time period. Once this is reached, access to Phone features and functionality will be seized, unless the account converts to a paid account.

If you continue to use Intercom Phone after your trial period ends, you will be billed for your usage at the rates listed here.

If you do not wish to continue using Intercom Phone, make sure to delete all phone numbers from your workspace.

Intercom Phone is currently only available to customers on our new pricing plans who joined Intercom since November 15, 2023.
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Customers on our legacy pricing plans who were not on the early beta will not have access to Phone, but you can indicate your interest via a banner on the settings page.

Intercom Phone is currently available for:

Yes! Phone is now available on EU and AU workspaces. You can turn this on for your workspace from Settings.

No, there’s no way to change the phone number we provide at this time.

Intercom Phone supports multiple phone number per workspace.

Mobile SDKs are not supported for Messenger calls at this time.

Here are some steps to improve call quality

Messenger calls use a messenger app, so if your workspace has not used Messenger apps and your website that hosts the Intercom Messenger sends CSP headers, you will need to add intercom-sheets.com to frame-src directive of the CSP header.

Instructions on how to fix it here.

Intercom does not currently support securely storing or passing credit card information via Phone conversations. As a workaround, teammates can use the stop/start recording feature to prevent credit card details from being recorded. However, teammates will still hear the credit card information on the call, and it is their responsibility to handle this data appropriately.

Historical reports do not include live calls, only calls that have ended. Phone metrics in historical reports also do not have the ability to drill down into specific conversations at this time.

If opted into Intercom Phone, all teammates in your workspace can make a call. There are no specific permissions.

We don’t support phone number masking at this time.

Intercom Phone lines are call-only, which means that SMS cannot be sent to them.