How Intercom’s Starter plan works

Intercom’s Starter plan is perfect for a small business supporting, onboarding, and engaging customers, to build great relationships. It has a select set of features from the Support, Engage and Convert plans.

With Starter, you can:

Support and engage your customers at every step of their journey

Chat & email support

Targeted outbound email

In-product messages

Scale without scaling your team

Shared Inbox

Help center

Conversation routing bot

Saved Replies/Macros

Gain insights & improve customer experience

Company & behavioral data

Reporting dashboards

Conversation ratings & tags

Connect the tools you already use

Slack, HubSpot, Pipedrive

And 250+ more in the app store

Note: This is not an exhaustive list of features. Visit our pricing page for the complete list.

Add ons

Starter has three available add ons:

Product tours

Drive adoption with interactive tours inside your product.

Design targeted guided tours.

Include video tours.

Use an easy, code-free builder.

Provide a seamless messaging experience for customers with WhatsApp.

Customers can start conversations in WhatsApp.

Teammates can manage these conversations in your Intercom Inbox.

Customers can seamlessly move conversations from the Messenger to WhatsApp.

Fully integrated with Reporting.

Surveys

Seamlessly capture customer insights.

Create engaging surveys.

Collect responses and save user attributes.

Power actions and workflows to create a more personalized customer experience and drive business growth.

Starter plan pricing

We calculate price based on two metrics:

Seats

People reached

Seats

Seats give teammates access to Intercom. The Starter plan includes 2 seats as standard and you can have a maximum of 25 seats in your workspace. Each teammate who needs access to your workspace must have a seat in Intercom.

Seats can be assigned during signup, or from the teammates page under Settings > General > Teammates

Click here to learn more about adding teammates to your workspace.

People reached

This is the number of unique people you've reached this past month through email, in-app messages, and notifications, as well as people who've engaged with one of your website messages or Custom Bots.

This includes visitors, who became leads after engaging with an ongoing message to visitors.

Note: If a user or lead does more than one of these things, they are only counted as one person reached.

Important: Deleted or archived people are still counted towards the total number of people reached if they were reached in the last 30 days. Your workspace has one total ‘People reached’ number that is used to calculate charges for all products and add-ons that are priced based on people reached.

Examples of what increases “People reached”:

You have an ongoing post or chat message sent to all website visitors. 100 people receive it, 50 of them reply and become leads. This is 50 people reached.

You send a message containing company data to a user who is a member of 3 companies. They receive it 3 times (once for each company). This is 1 person reached.

You send an email to 100 people, 50 receive it successfully, and 50 bounce. This is 100 people reached. — This is one reason it’s important to keep your email list clean and protect your workspace from high bounce rates.

Examples of what does not increase “People reached”:

A user or lead who initiates a new conversation via email, the Messenger, or an Integration is not counted as a new person reached.

People who receive email notifications from conversations started by an inbound message.

People who are automatically removed from a message audience (due to being unsubscribed for example) are not counted as people reached.

People who receive a Product Tour are counted separately as Guided users, not people reached.

If a user who has already been counted towards people reached receives a new message, this does not count as another person reached.

Bullets make your help content scannable and easy to follow.

You can also use numbered lists for steps.

Make your content visual

Adding instructive screenshots, GIFs, or videos is a snap.

Drag and drop any image into the page.

Type /video to embed a video file of your choosing (including from YouTube or Vimeo).

Here's a handy example showing how to add a table of contents:

Tour of features

Every section can have its own heading and subheadings. For example:

Sidebar

Editor

Databases

See how the table of contents indents subheadings?

FAQs

Use toggles to simplify FAQs.

Nest content inside toggles to keep pages short and easy to read.

You can even nest images and embeds inside toggles! ✨

You can link to other pages in your help center. If you change their titles, they'll automatically update everywhere they are linked.

Did we miss something? Not to worry! Just email our support team at team@getacme.co ✌️

Knowledge Base