Intercom vs Re:amaze
Intercom and Re:amaze, side by side across AI, pricing, channels, security, and seven more categories. We pull every figure from public sources and don’t pick a winner.
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Intercom
AI-first helpdesk built around an autonomous AI agent (Fin).
Best for Mid-market and enterprise SaaS/tech teams wanting a unified AI agent plus human helpdesk.
2011 · San Francisco, CA.
Re:amaze
Unified helpdesk, live chat, and AI for ecommerce.
Best for Ecommerce merchants (Shopify, BigCommerce, WooCommerce) and SMB online businesses.
2012 · San Jose, California.
Claimed: from the vendor, not independently verified.
3rd-party: sourced elsewhere, not on the vendor's site.
Everything else: from the vendor's own pages and verifiable.
Pricing
List prices, seat rules, trials, and pricing transparency.
- Pricing model
- IntercomPer-seat (Full seats) plus per-outcome Fin AI. Lite seats free on Advanced/Expert.
- Re:amazePer agent/mo (Basic, Pro, Plus) plus flat Starter tier (unlimited agents, conversation cap).
- Free plan
- IntercomNo
- Re:amazeNo
- Free trial / guarantee
- Intercom14 days, no credit card.
- Re:amaze14 days (all Plus features, no card).
- Price
- IntercomEssential: $29/seat/mo (annual); $39 monthly. · Advanced: $85/seat/mo (annual); incl. 20 free Lite seats. · Expert: $132/seat/mo (annual); incl. 50 free Lite seats.
- Re:amaze$29/agent/mo (Basic, monthly); $26.10 annual. · $49/agent/mo (Pro); $44.10 annual. · $69/agent/mo (Plus); $62.10 annual; Enterprise custom.
- Seat minimum
- Intercom1 Full seat.
- Re:amazeNone. Pay per agent.
- Unlimited agents
- IntercomNo. Per-seat (Lite seats limited-function, free on higher tiers).
- Re:amazeYes. Starter $59/mo flat, capped at 500 responded conversations/mo.
- Implementation fee
- IntercomNot disclosed. Premier Onboarding is a paid add-on (contact sales).
- Re:amazeNone listed.
- Transparency
- IntercomSeat and Fin per-outcome prices public; Premier/services require sales.
- Re:amazeHigh. Prices public.
- Pricing last verified
- Intercom2026-06-02
- Re:amaze2026-06-02
Channels
Where each tool can talk to customers.
- IntercomNative
- Re:amazeNative
- Live chat
- IntercomNative
- Re:amazeNative
- In-app messenger
- IntercomNative (web, Android, iOS Messenger).
- Re:amazeNative (Embed SDK; iOS/Android Mobile SDK).
- Voice
- IntercomNative (Intercom Phone; also AWS Connect, Talkdesk, Twilio Flex, Zoom Phone via SIP).
- Re:amazeVoIP listed as a channel; also via Aircall, JustCall, RingCentral.
- SMS
- IntercomNative (2-way; per-message charges).
- Re:amazeNative (Mobile SMS core channel).
- IntercomNative
- Re:amazeVia integration (Twilio WhatsApp Business API).
- Social
- IntercomNative Instagram and Facebook DMs; X no longer supported.
- Re:amazeNative. FB/Messenger, Instagram; X via custom app.
Voice & Telephony
Native voice vs telephony integrations.
- Native vs via integration
- IntercomBoth. Native Intercom Phone plus 3rd-party (AWS Connect, Talkdesk, Twilio Flex, Zoom Phone).
- Re:amazeVoIP and video listed as native; also offered via Aircall, JustCall, RingCentral.
- Voice AI / transcription
- IntercomYes. Full transcription, AI call summaries, recordings.
- Re:amazeNot disclosed.
- Telephony billed separately
- IntercomYes. Voice priced in Order Form, not in seat price.
- Re:amazeNot disclosed.
AI & Automation
Autonomous resolution, agentic actions, models, and how AI is priced.
- Autonomous AI agent
- IntercomYes. Fin AI Agent resolves conversations end to end.
- Re:amazeYes. AI Agent (Beta), 24/7, trained on KB articles.(claimed)source
- Copilot / Assist mode
- IntercomYes. Copilot add-on, $29/agent/mo.
- Re:amazeYes. Pre-drafts replies, summarization, sentiment, FAQ suggestions, AI article generation.(claimed)source
- Claimed automation rate
- IntercomUp to 65% end to end. Fin 2 averaged 66% across 6,000+ customers.(claimed)source
- Re:amazeNot disclosed.
- AI channel coverage
- IntercomChat, email, voice/phone, SMS, WhatsApp, Instagram, Facebook, Slack, Discord.
- Re:amazeEmail, live chat, social, SMS, VoIP within unified inbox.(claimed)source
- Agentic actions (API) vs answer-only
- IntercomBoth. Fin Tasks, Procedures (NL plus data connectors and conditional logic), and 3rd-party actions (refunds, cancellations).
- Re:amazeAgents manage Shopify orders in the UI; autonomous AI actions not documented.
- Knowledge sources
- IntercomHelp Center, internal content, PDFs, external URLs, past conversations, Zendesk imports, Google Docs/Notion SOPs.
- Re:amazeKB articles (instant updates), customer profile data, conversation history.(claimed)source
- Underlying model
- IntercomFin Apex 1.0. Proprietary post-trained model (replaced GPT/Claude Sonnet 4.0 as of Mar 2026).
- Re:amazeNot disclosed.
- Trains on past tickets
- IntercomPast conversations are a knowledge source. Fin Guidance uses human instructions; no disclosed active retraining.
- Re:amazeNot stated; summarization implies some contextual use.
- Pre-deploy simulation / sandbox
- IntercomYes. Fin Flywheel Test phase: fully simulated conversations plus batch test before go-live.
- Re:amazeNot disclosed.
- Multilingual
- IntercomYes. 43+ languages (AI Answers); Fin Voice 28 languages; real-time translation.
- Re:amazeNot disclosed.
- Runs on your existing helpdesk vs native-only
- IntercomBoth. Native on Intercom or standalone on Zendesk, Salesforce, HubSpot, Freshdesk, Dixa, Front, Zoho Desk, Sprinklr.
- Re:amazeNative only.
- AI pricing model
- IntercomPer-outcome (resolution). $0.99 per resolved conversation; 50 outcome/mo minimum when standalone.
- Re:amazeResolution-based quota per plan; overage $0.85/resolution.
- AI unit price
- Intercom$0.99 per outcome (all plans).
- Re:amaze$0.85/resolution over quota (Basic 20/user, Pro 50, Plus 100).
- Copilot / Assist price
- Intercom$29/agent/mo (unlimited usage).
- Re:amazeBundled into paid plans, no separate price.
How Open.cx compares
Open.cx runs on top of Intercom or Re:amazeas an AI layer, or works as its own helpdesk. Here's where it lands on the same questions.
- Runs on your existing helpdesk vs native-only
- Both. Add it on top of the helpdesk you already run, or use it as your own inbox. Works with Zendesk, Intercom, Front, Freshdesk, Gorgias, Salesforce, HubSpot, Dynamics 365, Twilio Flex, and Creatio.
- Autonomous AI agent
- Yes. Autopilot resolves tickets end to end on its own, across every channel.
- AI pricing model
- Per resolution, so you pay for outcomes. Escalations to a human are free.
- Claimed automation rate
- 77% average automation; up to 80% (Trunkrs)(claimed)source
Security & Compliance
Certifications, data residency, and access controls.
- SOC 2 Type II
- IntercomSOC 2 Type II (via Trust Center on request).
- Re:amazeNot disclosed.
- GDPR
- IntercomYes. DPA available.
- Re:amazeYes. DPA by default; SCCs; GoDaddy EU notices.
- HIPAA / PCI
- IntercomYes. Annual attestation; BAA available.
- Re:amazeNot disclosed.
- SSO / SAML
- IntercomYes. SAML SSO (Expert plan); new SP cert required by Dec 2026.
- Re:amazeYes. SAML/SSO (Okta, OneLogin, Azure AD, Google).
- Data residency
- IntercomUS, EU, or Australia. Advanced/Expert annual only; new workspace required.
- Re:amazeNot disclosed.
Integrations
Marketplace breadth, APIs, and developer tooling.
- Marketplace / integrations (approx.)
- Intercom~250–450 apps (one aggregator lists 565).(3rd-party)source
- Re:amaze50+ integrations (exact count not published).(claimed)source
- Shopify depth
- IntercomDeep native. Bidirectional order/customer sync, order events, and agent actions (refund, edit shipping, draft orders). Shopify Plus partner.
- Re:amazeDeep. Dedicated Shopify app; view, manage, modify, create orders in helpdesk; AI order bot; 4.4/5, 175 reviews.
- Open / public API
- IntercomYes. REST API with OpenAPI spec on GitHub; webhooks.
- Re:amazeYes. RESTful JSON API.
- Developer SDK / MCP
- IntercomYes. Developer Platform; Messenger and Inbox app framework.
- Re:amazeYes. Embed SDK, Mobile SDK (iOS/Android, open-source), Custom Module SDK.
Automation & Workflows
Builders, triggers, routing, and SLAs.
- Workflow builder
- IntercomYes. Visual no-code Workflows builder.
- Re:amazeYes. Trigger-based builder with AND/OR logic.
- Triggers / automations
- IntercomYes. Event/condition triggers across chat, email, WhatsApp, IG, FB, SMS, Slack.
- Re:amazeYes. Triggers by channel, content, attributes; automated messaging (Cues).
- Routing
- IntercomYes. Assignment rules, team prioritization, workload mgmt, auto-unassign.
- Re:amazeYes. Smart Assign round-robin; department routing.(3rd-party)source
- Macros / canned responses
- IntercomYes. Macros supported.
- Re:amazeYes. Macros plus Quick Answers templates.
- SLA management
- IntercomYes. SLA rules via workflows/settings.
- Re:amazeYes. SLA expiration triggers; reminders.
Collaboration
How support teams work a queue together.
- Internal notes
- IntercomYes. Editable, timestamped.
- Re:amazeYes. Staff-only, @mentions.
- Collision detection
- IntercomYes. Teammates presence prevents simultaneous editing.(3rd-party)source
- Re:amazeYes. Holds reply if two agents respond within a 5-min window.
- Side conversations
- IntercomYes. Email or Slack side conversations on parent threads.
- Re:amazeYes. Private replies/forwarding to third parties.
- Shared inbox
- IntercomYes. Central shared workspace plus team inboxes.
- Re:amazeYes. Unified shared inbox.
Self-Service & Knowledge
Knowledge base, help center, and deflection.
- Knowledge base
- IntercomYes. Knowledge Hub: articles, snippets, folders, bulk mgmt, audience targeting.
- Re:amazeYes. Customizable branded FAQ/help center.
- Help center
- IntercomYes. Native, multiple Help Centers, customizable branding.
- Re:amazeYes. Embeddable/self-hosted on custom domain or in chat widget.
- Community forum
- IntercomIntercom runs its own user forum; not a deployable end-user forum feature.
- Re:amazeNot offered.
- AI answers from knowledge base
- IntercomYes. Fin and Copilot resolve from Knowledge Hub content.
- Re:amazeYes. KB trains AI Agent/chatbots; AI FAQ Bot; article drafts.(claimed)source
Reporting & Analytics
Dashboards, custom reports, and CSAT.
- Dashboards
- IntercomYes. 12 pre-built reports; real-time dashboards.
- Re:amazeYes. Live dashboard (volume, response times, browsing, geo).(claimed)source
- Custom reports
- IntercomYes. Drag-and-drop (9 chart types); Advanced and Expert only.
- Re:amazeBuilt-in reporting; custom-build unclear.
- Included in lowest tier
- IntercomEssential: pre-built only; custom plus advanced CSAT on Advanced/Expert.
- Re:amazeBasic plan: basic reporting; advanced in Pro and up.
- CSAT surveys
- IntercomYes. On close (all plans); Fin CSAT; advanced attrs Advanced/Expert only.
- Re:amazeYes. Automated satisfaction surveys.(claimed)source
Onboarding & Support
Implementation, CSM tiers, and partners.
- Onboarding
- IntercomSelf-serve (14-day trial); Premier Onboarding (paid add-on, contact sales).
- Re:amazeSelf-serve (14-day trial); partner training; enterprise white-glove.
- Support channels
- IntercomMessenger/email; Premier Support (<1hr urgent); Rapid Response (~10 min, dedicated POC).
- Re:amazeEmail ([email protected]); in-platform live chat; KB.
- Dedicated CSM
- IntercomPremier Rapid Response includes a dedicated point of contact; a named ongoing CSM is not documented.
- Re:amazeDedicated CSM at Platinum partner tier; not standard for customer tiers.
- Implementation partners
- IntercomYes. Solution Partner Program (certified implementation partners).
- Re:amazeYes. Silver/Gold/Platinum partner program.