Intercom's plans are omnichannel which means you can provide support wherever your customers are and handle conversations across different channels right from the Help Desk to deliver a consistent experience that scales.

All plans (Essential, Advanced, and Expert) give you access to these channels, but use of these channels is optional and you'll only incur additional fees based on what you use. Here's how it works...

🪜 Pricing is tiered (see our Price Breakdown tables below).

📉 As you send more messages, you enter higher tiers with lower prices.

📄 We calculate your monthly bill by adding up your usage across tiers.

The metric 'SMS Segments' is used to calculate the cost of SMS Segments sent to or from a customer in your last billing month.

There are no SMS Segments included on your plan, you’ll be charged per segment. You won’t be charged for Phone Number Activation.

While the SMS Segments sent/received count stays the same, the price point changes depending on the region.

This metric follows a tiered pricing structure. When your usage exceeds a tier threshold, the cost per SMS Segment decreases. Charges are determined by the proportion of your usage within each tier. So to work out the total cost, you’ll need to calculate the cost for each tier up to your total volume and then sum these costs.

1.) You are sending 1,500 SMS Segments a month in the USA:

So, it would cost $57.50 to send 1,500 SMS Segments in the USA.

2.) You are sending 2000 SMS segments a month: 1,000 SMS segments to Canada and 1,000 SMS segments to Australia:

Canada

Australia

Total cost of 2000 SMS segments split in half between Australia and Canada is $133.75 per month. Each region will have a different line item on your invoice.

The metric 'Bulk Email Sent' is used to calculate the cost of sending emails to multiple recipients via:

Each email sent to an individual customer is counted as one email sent, regardless of whether the email bounces back (including if the email address is invalid). If one email is sent to multiple customers, each one is considered a separate email.

This metric follows a tiered pricing structure. When your usage exceeds a tier threshold, the cost per email decreases. Charges are determined by the proportion of your usage within each tier. So to work out the total cost, you’ll need to calculate the cost for each tier up to your total volume and then sum these costs.

This month you are sending 3,000 emails to inform your customers about a new product launch:

So, it would cost $39 for 3,000 Bulk Email Sent.

When you send an email to an alias (or group) address, remember it might represent multiple individual email addresses. So if you send an email to an alias linked to 50 email addresses via Contacts, it will count as 50 separate emails and you'll be billed for each one.

Noticed duplicate email addresses on your list? Each one counts! If your list has two of the same email addresses, and you send to that list, you'll be billed for two emails sent to the same address. Find out how to remove duplicate users.

The metric 'Bulk WhatsApp Sent' is used to calculate the cost of any teammate initiated conversation sent via WhatsApp through the Outbound section in Intercom. This includes WhatsApp messages sent either 1:1 or 1:n (one-to-many).

This metric follows a tiered pricing structure. When your usage exceeds a tier threshold, the cost per WhatsApp message decreases. Charges are determined by the proportion of your usage within each tier. So to work out the total cost, you’ll need to calculate the cost for each tier up to your total volume and then sum these costs.

This month, you want to start a WhatsApp campaign for your most loyal customers. You are planning to send the campaign to 1,500 users:

So, it would cost $142.50 for 1,500 Bulk WhatsApp Sent.

The metric 'Inbound WhatsApp Conversations' is used to calculate the cost of using:

This metric follows a tiered pricing structure. When your usage exceeds a tier threshold, the cost per WhatsApp message decreases. Charges are determined by the proportion of your usage within each tier. So to work out the total cost, you’ll need to calculate the cost for each tier up to your total volume and then sum these costs.

You will be billed based on your region and usage of:

Phone:

Messenger calls:

See a full breakdown of prices for these segments.

The metric 'Messages Sent' is used to calculate the cost of sending Posts, Mobile Push, Product Tours, Mobile Carousels, and Surveys. Usage of these channels is only available if you have the optional Proactive Support Plus add-on.

The Proactive Support Plus add-on includes 500 'Messages Sent' each month. If you go over this, you’ll start being charged per message (see rates below).

These channels use the 'Messages Sent' metric which follows a tiered pricing structure. When your usage exceeds a tier threshold, the cost per message decreases. Charges are determined by the proportion of your usage within each tier.

So to work out your ‘Messages Sent’ total, you’ll need to include any messages sent through product tours, surveys, posts, mobile push, and mobile carousels during a billing month. Then calculate the cost for each tier up to your total volume and sum these costs (see examples).

1. This month your Product Tour was presented to 400 users, and you don’t use any other features included in Messages Sent. Your total Messages Sent usage is 400.

You won't incur any usage-based charges for Messages Sent, since you are below the 500 Messages Sent included in the Proactive Support Plus add-on.

2. This month your “Welcome” Post was presented to 100 users. You also sent 400 Surveys. Your total Messages Sent count is 500.

Again, you won't incur any usage-based charges for Messages Sent, since you are within the 500 Messages Sent included in the Proactive Support Plus add-on.

3. This month your Mobile Carousel was presented to 3,000 users.

So, it would cost $145 for a Mobile Carousel to be presented to 3,000 users.

If you pay monthly or yearly for your subscription, you’ll be billed ahead for your seats and add-ons, and in arrears for usage-based charges (Additional Usage).

If you use 1,200 Bulk Emails Sent in a month, the usage-based charges would be billed in arrears and calculated as follows:

100 * $0.04500

+ 400 * $0.03000

+ 500 * $0.01500

+ 200 * $0.00750

= $25.50

If you have contracted usage, you’ll be billed ahead for the contracted amount based on your billing frequency (monthly, quarterly, annually).

Additional Usage is billed monthly:

You have a monthly contracted quantity of 500 Bulk Emails Sent, but you use 700 Bulk Emails Sent in a month, the Additional Usage charge would be calculated as follows:

You have also contracted for 10 seats, but you have assigned 15 seats as of your monthly billing date. This is calculated as follows:

You can stay effortlessly in tune with your current usage by navigating to Settings > Workspace > Billing, and view the Subscription page. This will show your estimated usage up to the present day of your billing cycle.

To monitor the speed of your usage and keep an eye on your proximity to contracted limits or included values, you can explore your usage dashboard.