FinReviews of intercom.io

The ai commercials look terrible for this.

Two weeks of circular support, contradictory answers, and zero resolution on a basic deliverability case. We opened a ticket because some of our customers stopped receiving our Intercom emails after we migrated from Zendesk. What followed is one of the worst support experiences I have had with a SaaS vendor in years. The ticket bounced between three agents — Jay, Olivia, and then Jay again — each one contradicting the previous. On May 1, Jay told us our DKIM was missing and the sending domain was probably misconfigured. We sent screenshots proving both were set up correctly back in November 2025. On May 6, Olivia told us our DKIM was never properly completed. On May 7, after we pushed back, she went back to engineering and acknowledged we were right: the old setup is legacy (1024-bit), and Intercom now requires three new DKIM CNAME records, a return-path CNAME, and a DMARC TXT record with workspace-specific UUIDs that can only be retrieved from the Intercom UI. Fine — we just need to know where. On May 8, after we asked for the location of those new records, Olivia replied: "Your email domain is correctly authenticated, no action needed." This directly contradicted what she had told us the day before. On May 11, with no follow-up on her side, she closed the loop with "I haven't heard from you, I assume everything is fine." We had to re-explain that the deliverability problem was still happening. Then came the navigation guidance. Olivia told us the records were under Settings → Email → Custom Sending Domain. They weren't. She told us to try Settings → Channels → Email → Domains & addresses. They weren't there either. We sent a screen recording, twice, showing that none of the pages they described actually exist in our workspace. Jay then took over and gave us yet another path: click on the support email address, scroll to "Authenticate manually." That section also does not exist. We sent another screen recording proving it. At this point I asked for an escalation. Instead, on May 18, Jay reverted to the very first answer from two weeks earlier: "Everything is authenticated on our side, Mailinblack is the problem." Completely ignoring the fact that his own colleague had confirmed in writing that our DKIM setup is legacy, deprecated, and needs to be replaced — and that we have been waiting ten days for instructions on how to do that. No agent reads the thread. Every reply starts the case from scratch. The technical answers swing 180 degrees depending on who picks up the ticket. Escalation requests are ignored. There is no phone support, no scheduled call option, no way to get someone competent on the case for a B2B account that pays Intercom. The only reason I am writing this review is that escalating via the product itself has produced nothing for two weeks. If this is the level of support Intercom offers to mid-market customers with a real deliverability incident, prospects should know before they sign. Don't go there.

great tool with many functionalities

We use Intercom end-to-end: Inbox, Outbound, Fin AI Agent, Phone, Procedures, Monitors, Attributes – the works. What stands out isn't just the feature breadth, but how well it all fits together. Almost everyone in our company touches Intercom – some daily, some periodically – and nobody complains about it. That's rare. The platform is fast, stable, and genuinely intuitive. We've moved 100% of our customer interactions to Fin AI and trust it fully. After running an extended trial to validate quality, the handover was a straightforward decision – no second-guessing needed. The only "criticism" I can offer: they ship new features so fast it's hard to keep up. If that's the worst thing I can say, that tells you everything. If you're evaluating customer support platforms, stop comparing and start trialing.

the worst suppost you can imagine, no live support, even when you have an emergency issue they don't respond on time and you have to wait till the next day usually. And imagine a software company that don't offer support on weekend!!! so if you submit an issue on Friday 99% you will get an answer on monday or tuesday and that answer is likely just asking you for more information to solve the case, awful awful support with low product knowledge and technical experience

AI features do not always work as expected, very steep pricing for resolutions

The worst customer support experience Intercom’s support has been extremely disappointing. Agents consistently fail to read messages properly, respond with irrelevant templated answers, and, as a result, resolving even simple questions takes weeks. In our latest experience, we wanted to test the Fin AI agent again after a year to evaluate whether it’s worth investing in. We had several straightforward questions. The first agent, JM, incorrectly stated that macros no longer need to be copied one by one. When he couldn’t help further, the conversation was reassigned to Bruna. Bruna then informed us that we already had a 2-month Fin AI trial active. Not only does such a trial not exist as a standard offering, but she was also unable to explain why it had supposedly been enabled. Instead of clarifying the situation, she attempted to close the conversation with: “Just please consider that this trial started on Mar 12, 2026. And it will end on May 12, 2026. Would that be all for today?” This left us without a clear or correct answer. When I asked to speak with a more experienced team member, she stated she was part of the advanced team, but eventually agreed to reassign the ticket. The next agent acknowledged that incorrect information had been provided, apologized, and offered to make up for the experience. The case was then passed to the Accounts team. At that point, things got even worse. The new agent, Niamh, replied after a 2-day delay and opened with: “Sorry for the delay, I missed your message.” This clearly showed she hadn’t reviewed the conversation at all, as it wasn’t a single message, but an entire thread full of context and prior issues. After I asked for clarification, she became defensive and asked again whether we were interested in testing Fin — something that had already been clearly established multiple times. This further confirmed that the conversation hadn’t been read. Additionally, the previously mentioned offer to make up for the experience was completely ignored, and the response defaulted back to a standard trial with no acknowledgment of prior commitments. When I asked to escalate, she stated she is a Team Lead. If this is the level of attention and ownership expected from a team lead — not reading conversations, missing context, and providing generic responses — it raises serious concerns about the overall quality of support. Overall, this experience was a complete waste of time and demonstrates a lack of coordination, accountability, and basic attention to customer communication.

The more you want to do with Intercom, the less user-friendly it gets. It gets very stingy and granular when it comes to using features (creating an AI summary of a conversation is included in the Advanced plan, but to use this feature in a workflow, you need Expert) and you cannot customize your plan at all, so we would have to pay a lot more to get the one single Expert feature we would use. The other major concern is that you are charged $0.99 for each "successful resolution" (conversation ends without escalation to human). The caveat here is that if a user gets frustrated with the bot and abandons the conversation altogether, this is considered an "assumed resolution" and you are charged accordingly. The whole company is very "profit over customer" and so far, Fin has successfully resolve 100% of conversations it has been involved in (go figure). Seems like it will become a money pit quickly, I would tread lightly.