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Agent-assist copilots3 reviewsprofile updated Oct 8, 2026

Intercom Copilot

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

Too few public reviews to rate. We found 3 reviews about the AI itself; a share needs 10 that mention the point. The profile below sets out what Intercom publishes.

What reviewers say

3 public reviews about the AI, from Intercom Community. Each share counts the reviews that mention the point.

Read with care. Most of these opinions are posts in the vendor's own community forum, where people mostly come to report problems, so they lean negative. Review platforms that list this product could not be read, or marked their reviews as incentivized.

Does the job

0 of 2too few to rate

Accuracy

0 of 1too few to rate

Handoff to a person

–too few to rate

Cost

0 of 1too few to rate

Setup and upkeep

–too few to rate

Complaints

“Our copilot constantly misses on internal docs, and simply says it could not find anything or provides irrelevant recommendations, how can this be improved?”
HugoRmIntercom Community · Oct 2026− Job− Accuracy
“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 · May 2025− Job
“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.”
TrevorIntercom Community · May 2025− Cost

All 3 coded reviews of Intercom Copilot

What it does

Intercom describes Copilot as an assistant for support teammates in the Intercom Inbox1. 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 macro2. 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 type2. 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 assignment1.

Channels
Chat, Email, WhatsApp, Social
Works with
Built into the Intercom Inbox1. 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 Notion1.

Controls

Safety and review features, as Intercom documents them.

  • Agents can filter which sources an answer uses, for example internal articles only2
  • Each answer shows its sources, and answers from internal content are marked and carry a warning before they go into the composer2
  • Copilot does not use back-office or tracker tickets, and email conversations are left out of the past-conversation source2
  • Admins set each teammate's Copilot access to unlimited usage, included usage, or off3
  • Copilot Guidance, custom instructions for types of questions, is in closed beta2
  • 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 wrong1

Setup

Internal articles must be created, synced or imported into Intercom's Knowledge Hub before Copilot can use them2. Included usage is on by default for every teammate3. Intercom does not state a setup time.

What Intercom claims

The vendor's own figures. Shown as claims; never used in a result.

  • Intercom said in April 2024 that early tester Lightspeed saw a 31% increase in agent efficiency with Copilot5
  • Intercom's product page quotes customer Amenitiz saying Copilot saved "around four hours of investigation" on a 30-email conversation1

Not found in public sources

We looked for these and could not find them.

  • 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

Sources

  1. [1]CopilotIntercom · accessed Oct 8, 2026
  2. [2]How to use CopilotIntercom Help Center · accessed Oct 8, 2026
  3. [3]Copilot included and unlimited usageIntercom Help Center · accessed Oct 8, 2026
  4. [4]PricingIntercom · accessed Oct 8, 2026
  5. [5]Introducing Intercom's AI Copilot: Increase agent efficiency by 31%Intercom · accessed Oct 8, 2026

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 monthly3,4. Lite-seat teammates cannot use Copilot3.

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 one3.

It often has to be bought for every seat, not only for the people who use it.

How AI support is billed

Reviews found

About the AI
3
Sources
1
Collected
Oct 8, 2026
Where we looked
  • Trustpilot intercom.com: no Copilot-specific reviews
  • G2, Capterra, TrustRadius: 403 or no reviews
  • Reddit: pages would not load
  • Intercom Community: Copilot forum category empty; 3 customer posts found in other threads
  • Hacker News: no qualifying comments

Also in Copilots

Markdown copy: intercom-copilot.md. Something wrong? See corrections. Get Support AI is not affiliated with Intercom.