# Intercom Copilot (Intercom)

Category: Agent-assist copilots. Public reviews about the AI: 3. Profile updated 2026-10-08.

AI assistant for support agents in the Intercom Inbox that answers questions, summarizes and drafts replies.

## What it does

Intercom describes Copilot as an assistant for support teammates in the Intercom Inbox [1]. Agents ask it questions about a conversation or ticket from the sidebar, by highlighting text, or with a keyboard shortcut, and can add its answer to the reply composer, change its tone or length, or save it as a macro [2]. It answers from public and internal articles, websites, snippets, PDFs, and the last 4 months of past conversations and tickets, and it suggests macros while agents type [2]. A newer version, which Intercom's product page calls Copilot 2 and offers as early access, summarizes conversations, drafts replies, and handles tags, notes and assignment [1].

Channels: Chat, Email, WhatsApp, Social. Works with: Built into the Intercom Inbox [1]. The product page also says it works in "any other helpdesk" but names none, and says it connects to tools such as GitHub, Linear and Notion [1].

## Controls

- Agents can filter which sources an answer uses, for example internal articles only [2]
- Each answer shows its sources, and answers from internal content are marked and carry a warning before they go into the composer [2]
- Copilot does not use back-office or tracker tickets, and email conversations are left out of the past-conversation source [2]
- Admins set each teammate's Copilot access to unlimited usage, included usage, or off [3]
- Copilot Guidance, custom instructions for types of questions, is in closed beta [2]
- In the early-access version, changes to connected systems need the teammate's approval, and Copilot stops to ask before sending a reply that looks wrong [1]

## Setup

Internal articles must be created, synced or imported into Intercom's Knowledge Hub before Copilot can use them [2]. Included usage is on by default for every teammate [3]. Intercom does not state a setup time.

## Billing

Per seat. Each teammate gets 10 Copilot conversations a month at no extra cost; unlimited usage costs $29 per teammate per month billed annually or $35 billed monthly [3][4]. Lite-seat teammates cannot use Copilot [3]. What counts: A conversation counts when a teammate asks Copilot a question and Copilot answers; up to 3 follow-up questions in the same conversation count as one [3].

## Vendor claims (not results)

- Intercom said in April 2024 that early tester Lightspeed saw a 31% increase in agent efficiency with Copilot [5]
- Intercom's product page quotes customer Amenitiz saying Copilot saved "around four hours of investigation" on a 30-email conversation [1]

## Not found in public sources

- Which other help desks the early-access Copilot 2 runs in, and when it becomes generally available
- Admin reporting on how agents use Copilot answers
- What happens when a teammate uses up the 10 included conversations

## What reviewers say

- Does the job: 0 positive, 2 negative (too few to rate)
- Accuracy: 0 positive, 1 negative (too few to rate)
- Handoff to a person: 0 positive, 0 negative (too few to rate)
- Cost: 0 positive, 1 negative (too few to rate)
- Setup and upkeep: 0 positive, 0 negative (too few to rate)

> "Our copilot constantly misses on internal docs, and simply says it could not find anything or provides irrelevant recommendations, how can this be improved?" (HugoRm, Intercom Community, 2026-10-01: https://community.intercom.com/fin-tips-from-the-intercom-team-85/how-your-team-can-use-copilot-to-work-smarter-not-harder-10572?postid=40426#post40426)
> "I just tried Copilot and it seems like the right tool, however it needs to be very much improved. I tried a few questions and it could never find content from conversations." (Louis-Philippe T., Intercom Community, 2025-05-30: https://community.intercom.com/fin-faqs-97/any-advice-on-using-fin-for-both-internal-company-questions-and-external-support-9464?postid=30509#post30509)
> "If you’re talking internal employees that aren’t your Customer Support Team, it can be costly to assign them a full inbox seat for them to utilize copilot." (Trevor, Intercom Community, 2025-05-30: https://community.intercom.com/fin-faqs-97/any-advice-on-using-fin-for-both-internal-company-questions-and-external-support-9464?postid=30511#post30511)

## Sources

1. [Copilot](https://www.intercom.com/helpdesk/copilot), Intercom, accessed 2026-10-08
2. [How to use Copilot](https://www.intercom.com/help/en/articles/8587194-use-copilot-to-answer-customer-questions), Intercom Help Center, accessed 2026-10-08
3. [Copilot included and unlimited usage](https://www.intercom.com/help/en/articles/9121384-copilot-included-and-unlimited-usage), Intercom Help Center, accessed 2026-10-08
4. [Pricing](https://www.intercom.com/pricing), Intercom, accessed 2026-10-08
5. [Introducing Intercom's AI Copilot: Increase agent efficiency by 31%](https://www.intercom.com/blog/announcing-fin-ai-copilot/), Intercom, accessed 2026-10-08

Canonical page: https://get-support-ai.com/products/intercom-copilot