Intercom lists 19 features. How many does your team use?

A custom app can replace the inbox, tickets, help center and reporting, but not Fin's trained AI agent, phone/voice and channel carrier connections, or the 450+ prebuilt connectors.

Shared inbox and conversations

• Omnichannel team inbox
  Handle email, live chat, SMS, WhatsApp and social messages from one shared inbox.
  Needs an outside service: Amazon SES + Twilio. Build inbox and email threads; SMS, WhatsApp and social channels need carrier/Meta API accounts.
• Live chat messenger
  Embed a chat widget on the website or app to talk with visitors in real time.
  Needs an outside service: Firebase Cloud Messaging. Real-time chat buildable via websockets; no multiplayer or push at mobile scale.
• Email forwarding and multi-domain support
  Forward existing support email and manage multiple brand domains.
  Needs an outside service: Gmail API and Microsoft Graph. Inbound email parsing works; two-way Gmail/Outlook mailbox sync is harder and needs provider OAuth.
• Phone and voice calls with IVR
  Make and receive phone calls, share screens and route with no-code IVR trees.
  Needs an outside service: Twilio. Requires running telephony networks; only possible by renting a telephony provider.

Ticketing

• Ticket management
  Track customer issues as tickets with statuses, assignment and back-office collaboration.
• Tracker tickets for widespread issues
  Link many customer tickets to one internal tracker issue.

Copilot and AI assistance

• Copilot agent assistance in inbox
  Suggests replies, summaries and admin actions to human agents.
  Needs an outside service: OpenAI or Anthropic API. Needs an LLM API; suggestions and summaries buildable, not the proprietary tuned model.
• Fin AI Agent
  Autonomous AI agent that resolves customer queries across channels, trained on your content.
  Needs an outside service: OpenAI or Anthropic API. Retrieval-based answer bot is buildable; Fin's trained resolution quality and simulations are not replicable.

Help center and knowledge hub

• Help center articles
  Publish self-serve help articles organized in collections.
• Knowledge import from other tools
  Import articles from Zendesk, Notion, Confluence and similar.
  Simplified version. CSV/manual import buildable; live connector sync to each vendor is not included.

Automation and outbound messaging

• In-app and email outbound messages
  Send onboarding, education and notification messages to customers.
  Needs an outside service: Resend + Firebase Cloud Messaging. Triggered transactional email buildable; bulk campaigns and mobile push need external senders.
• Workflows and automations
  Route conversations and trigger actions based on rules.

Integrations and data

• CRM and commerce data in inbox
  Show Salesforce, HubSpot, Shopify and Stripe data beside a conversation.
  Needs an outside service: Stripe. API connectors to each tool are buildable; Stripe data pulls need API keys.
• Webhooks and REST API
  Send and receive real-time events and expose data to other systems.
• MCP server for AI tools
  Let AI tools access helpdesk data via the Model Context Protocol.

Reporting

• Dashboards and reports
  Track volume, response times, resolution rates and team performance.
• AI-powered insights
  Surfaces trends and suggestions to improve Fin and content.
  Needs an outside service: OpenAI or Anthropic API. Basic trend rules buildable; AI-generated insights need a model API.

Security and access

• Roles and permissions for agents
  Control what each team member can see and do.
• Enterprise single sign-on
  Sign in through a company identity provider.
  Needs an outside service: WorkOS. Standard login buildable; enterprise SSO needs identity provider setup.

What you’d bring

We write all the code. These features only work on outside services, and those accounts are yours to open and pay for directly.

Build only the Intercom features you use

Pick your features, choose what it connects to, and see the price before you start.