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Intercom

Customer Support
https://www.intercom.com

A customer messaging platform combining live chat, help center, and an AI support agent.

Open RFPs1
Spend under review$35,000
Average spend$35,000
Bids received0
Median discount0%

Most requested features

What buyers replacing Intercom actually ask for, ranked by how often each feature appears across 1 RFP.

Must-haves

  1. 1. API access1 RFP
  2. 2. Conversation routing1 RFP
  3. 3. Fin AI answer bot1 RFP
  4. 4. Knowledge base articles1 RFP
  5. 5. Saved replies1 RFP
  6. 6. Shared team inbox1 RFP
  7. 7. Web and in-app messenger1 RFP

Nice-to-haves

None requested yet.

Feature taxonomy

AI Agent

  • Fin AI answer botAnswers customer questions automatically using help center content.
    Required by 1 RFP
  • AI conversation summariesGenerates a summary of a long conversation for handoff.
    Required by 0 RFPs

Help Center

  • Knowledge base articlesPublishes searchable self-service articles.
    Required by 1 RFP
  • Multilingual articlesServes translated versions of an article by visitor locale.
    Required by 0 RFPs

Inbox

  • Shared team inboxCollects chat, email, and social messages into one inbox.
    Required by 1 RFP
  • Conversation routingAssigns conversations to teams or agents based on rules.
    Required by 1 RFP
  • Saved repliesInserts a prewritten response into a conversation with one click.
    Required by 1 RFP
  • Inbox viewsFilters the shared inbox by custom criteria such as tag or state.
    Required by 0 RFPs

Messenger

  • Web and in-app messengerEmbeds a chat widget into a website or product.
    Required by 1 RFP
  • Product toursDisplays step-by-step in-app walkthroughs to users.
    Required by 0 RFPs
  • Targeted messagesSends in-app or email messages to a segment based on behavior.
    Required by 0 RFPs

Outbound

  • Email campaignsSends targeted email campaigns to a contact segment.
    Required by 0 RFPs
  • Series automationRuns a multi-step, multi-channel outbound campaign.
    Required by 0 RFPs
  • Push notificationsSends mobile push notifications to app users.
    Required by 0 RFPs

Platform

  • SSO with SAMLAuthenticates teammates through an external identity provider.
    Required by 0 RFPs
  • Role-based permissionsRestricts teammate access to inboxes and settings by role.
    Required by 0 RFPs
  • API accessExposes conversations and contacts through a REST API.
    Required by 1 RFP
  • WebhooksSends conversation and contact events to an external endpoint.
    Required by 0 RFPs
  • Data exportExports conversation and contact data on request.
    Required by 0 RFPs

Every RFP replacing Intercom

Every RFP replacing Intercom, with status, spend, feature counts, bids, best match, and buyer.
RFPStatusSpendMust / niceBidsBest matchBuyer
Replace Intercom for customer supportopen$35,0007 must / 0 nice0No bidsAnonymous buyer