Home » Blog » Intercom Review: The Ultimate Guide to Crafting Conversational Experiences! (September 2025)

ReviewsSaaS Reviews!

Intercom Review: The Ultimate Guide to Crafting Conversational Experiences! (September 2025)

Mike Davinci

0 Views 0

SaveSavedRemoved 0

Intercom Review: Consider Intercom, a comprehensive chat platform offering real-time chat functionality and chatbot capabilities for both websites and applications. The pivotal query arises: Is acquiring Intercom the right choice for developing your chatbots?

Let’s explore deeper!

What is Intercom?

Intercom describes itself as a conversational relationship platform that offers you the opportunity to create better customer relationships.

They offer mainly three functions: Live Chat, Chatbots, and a Help Desk.

In this review, I will mainly focus on live chat and chatbots. With Intercom, you have three types of chatbots:

User Interface

When you sign up with Intercom, Intercom provides you with a “quick start guide” to help you get started with their platform, which is really helpful:

Once you have set up Intercom, you will be able to create two types of chatbots: the Task Bot and the Custom Bot.

The Task Bot is a chatbot that will only interact with you if there are no live chat agents available and is usually an automatic message of the type “We usually respond in two hours”:

When you want to create a custom Bot (a chatbot flow with elements), Intercom makes use of a Flow Builder:

Once you have determined the content of your custom bot, you can also determine on which pages you want to display this chatbot flow by adding rules:

And, ultimately, determine the chatbot’s flow target (which you can use for analytics):

In addition, you can also preview the flow of your chatbot before it goes live:

At first, the interface makes it a bit difficult to configure the chatbot, because Intercom is a very broad product (with chatbots, helpdesk configuration, and much more). Also, the interface uses terms like “Outbound” and “Operator” that are not explained (unless you look them up). The same goes for the names of the chatbots: they use “Task Bot“, “Custom Bot” and “Resolution Bot“, and you have to figure out which one you need to use first.

So, overall, the interface is very easy to use, but at first, it’s a bit difficult to set up your chatbot.

Chatbot Elements

Intercom provides enough elements to create a good chatbot.

It is missing some elements, such as audio, attachments, and galleries, but they are not a hindrance.

What I like about the elements in Intercom, is that you can also display Helpdesk articles within your chatbot:

Users

In Intercom, you can see a complete summary of all the people who chatted with your chatbot:

When you click on one of your users, you can see their custom fields, tags, recent pages of your website they have viewed, and much more:

With Intercom, simply ask the user a question and store the answer in a custom field or assign a label.

In addition, you can create your own user segments by filtering by specific custom fields and tags.

Messages

With Intercom, you can send a broadcast to your users, by using large Posts or Banners.

Unfortunately, you cannot create a sequence of messages, but it is possible to create Series, which we will cover later (in the Marketing section).

Luckily, you can have a chatbot in multiple languages, but it is not easy to translate your chatbot.

AI & NLP

If you want to automatically answer your users’ questions, you need to use Intercom’s Resolution Bot.

With the Resolution Bot, you can train your chatbot on various questions, which will ultimately understand the user’s intent:

Unfortunately, it is not possible to use Entities with Intercom.

What I really like about Intercom, is that you can automatically import customer queries from Zendesk, which can give you a head start in creating your first keywords:

Channels

Intercom offers three main channels in which to place your chatbot:

Moreover, with Intercom, you can automatically send email campaigns, such as a client onboarding campaign when someone becomes a new client.

Furthermore, Intercom provides additional channels that you can use with live chat, but you cannot use with your chatbot:

And this is a drawback, because you cannot create an omnichannel chatbot experience for your users.

Integrations

Intercom has a built-in live chat, which is the most important integration of any chatbot platform:

Plus, they even have their own App Store with over 100 direct integrations with other software applications:

The nice thing about their App Store is that all developers can contribute to it. For example, Intercom does not provide an integration with Telegram. But, using an App in their App Store, you can create this integration yourself.

To top it off, you can use Zapier or Make (formerly Integromat) to integrate with almost any software application on the planet.

In addition, you can also get or send data from other systems by creating an API call and you can receive webhooks when an event is occurring within Intercom.

Marketing

Intercom offers seven main marketing possibilities with its product:

Let’s take it one step at a time:

Intercom’s Website Widget

Intercom’s website widget is quite advanced.

First, you can configure your widget to match the branding of your website:

Then, using Chats, you can send personalized greeting messages to your users.

Intercom Chats

With Intercom Chats, you can send personalized welcome messages to your users:

By using Rules, you can configure different welcome messages per page and per user type:

And these rules are quite specific. You can even target people if they come from a specific ad (by using UTM parameters).

But that’s not all, you can also show the greeting only if the user has been on the page for a certain amount of seconds or when the last contact was.

Intercom Posts

Intercom Posts are quite similar to Chats, but the difference is that the chat widget opens with a small post in it:

You can also create a large entry that opens as a pop-up window:

Intercom Product Tours

This is one of Intercom’s best marketing opportunities, to show a tour of your product.

In my opinion, there is no better way to attract new customers than to show them how to do it, step by step.

And it’s also very easy to create a tour, just click on parts of your website and add instructions:

Intercom Banners

Intercom also provides banners that you can place on your website.

Banners are prominent sections at the top or bottom of your website that you can use to promote something, such as a discount:

Intercom Mobile Carousels

Intercom’s mobile carousel allows you to send a carousel of images when someone is opening your iOS or Android app.

For example, you can use the mobile carousel to show new features of your app:

Intercom Series

Series is a visual campaign builder that allows you to send emails, posts, chatbot streams and product tours if the user meets certain conditions.

For example, you can use Series to create an onboarding campaign for new customers:

Pricing

Intercom’s pricing is a bit complicated and unclear.

Intercom offers the Start plan, which costs $74 per month and only includes the live chat feature. The next plan is the Grow plan, which is a custom one you need to contact Intercom for that. and comes with their live chat, 5 live chat agents, email integration, help articles, mobile carousels, banners, an article suggestion chatbot, and a lead scoring chatbot (not enough to build a full chatbot). And there is also a plan Which is the Premium plan, Maximize your power, speed, and flexibility to support your customers and team.

If you want to create your own custom chatbot, you have to opt for one of their Conversational packages, which start at $499 per month and include 10 live chat agents, all types of chatbots, all channels, analytics, and much more:

What is weird about these last plans is that they don’t provide you with all the features of the platform. For example, in the Conversational Marketing plan, you don’t have the Series feature, but in the Conversational Customer engagement plan, you do have that feature. So it is unclear what it would cost you to have all the features of the platform.

Also, what happens with the price if we want more than 10 live chat agents? How much would that cost? That is also not provided on their website.

Then the last question regarding their pricing: Is $499 per month worth it? In my opinion, this depends on the number of people that use your chatbot and on our business. If you have enough users on your website or customers in your software application, this could be a very good deal. By using a chatbot you can save a lot of time on customer service or automatically qualify the leads that come into your chatbot.

Analytics

Intercom’s analytics are quite extensive.

First of all, when you have set a goal for your chatbot flow, you can see how many people reached that goal:

In addition, you can view an analysis dashboard of all conversations with Intercom:

Intercom even provides so many analytics that I can hardly cover them all in this review, but they provide plenty.

There’s just one I want to highlight: user input that the chatbot didn’t understand. Using “Training for the Resolution Bot”, you can analyze the most common user questions and determine an answer for them:

So yeah, they do really well on this category.

eCommerce

Intercom offers a Shopify integration that you can use to:

Moreover, Intercom has a WooCommerce integration (built by ektagon, $15 per month) that allows you to synchronize data between WooCommerce and Intercom.

In addition, you can accept payments using Intercom’s Stripe integration.

Templates & Cloning

Intercom provides 7 templates to build your Custom Bot.

Unfortunately, you cannot create these templates yourself and share them with others.

On the other hand, it is possible to duplicate your chatbot flows and chatbot elements, so you can easily reuse them.

Optimization

Unfortunately, you cannot use any optimization in your chatbot flows, such as A/B Testing.

Support

Intercom provides lots of tutorials explaining their platform and they have a huge documentation.

Moreover, they also provide support through live chat and email.

FAQ’s

Mike Davinci

---

Mike DaVinci HighTechBlogging.com

Mike DaVinci is a skilled content writer with a talent for storytelling. He specializes in creating captivating narratives that engage readers and leave them feeling inspired. His writing has been featured in various publications, including magazines, blogs, and business websites. Mike’s particular interest in human interest stories allows him to uncover the heart of any story and convey it to his readers in an emotional and authentic way. He believes that storytelling is a powerful tool for connecting with people and inspiring positive change in the world.