Intercom Aircall: A complete guide for support teams in 2025

We’ve all been there. You're in the middle of a live chat, and you suddenly need to reference a phone call from last week… but the notes are nowhere to be found. It’s that chaotic scramble for context that leaves your support agents feeling frazzled and customers repeating themselves. The Intercom Aircall integration was built to fix this exact problem by linking a cloud phone system with a popular customer service platform.

This guide will walk you through everything you need to know about connecting these two tools. We’ll get into the main features, who it’s actually for, the full story on pricing, and some of the bigger limitations to be aware of. We’ll also look at a different, AI-first approach for teams who want to do more than just connect tools, they want to automate their support.

What are Intercom and Aircall?

Before we jump into how they play together, let’s do a quick refresher on what each tool does on its own.

What is Intercom?

Intercom is a customer service platform that rolls a helpdesk, live chat, and proactive messaging into one package. It's well-known for its slick messenger and has its own AI agent, Fin, to answer customer questions. The whole idea is to be a single place for all customer chats. If you're curious about how AI can level up your Intercom setup, you can learn more on our Intercom integration page.

What is Aircall?

Aircall is a cloud-based phone system built from the ground up for sales and support teams. Its biggest selling point is how easily it plugs voice calls and text messages into other business software, like your CRM or helpdesk. It turns your phone system from a separate gadget into a connected part of your daily workflow.

How the Intercom Aircall integration works

The main goal of hooking up Intercom and Aircall is to give your agents more context and make their lives a little easier. When all your phone activity gets logged right inside Intercom, you get a single timeline of every customer interaction, whether it was a chat, email, or call. No more jumping between apps; your team gets the full picture in one spot.

Here’s a look at the key features that make this happen:

• Automatic call logging. This is the heart of the integration. Every single call (inbound, outbound, missed) and voicemail from Aircall automatically shows up as an event or a new conversation in Intercom. This means agents don't have to waste time manually noting down that they spoke to someone.

• Contextual insight cards. When a customer rings, a little "Insight Card" pops up in the Aircall app. This card shows you key details pulled straight from Intercom, like their name, recent tickets, and other handy info. It gives your agents a quick cheat sheet on who they're talking to before the call even connects.

• Click-to-dial from Intercom. Your agents can start a call right from the Intercom interface. If they spot a phone number in a customer’s profile, they can just click it to launch a call through Aircall. It sounds small, but it saves a ton of time and cuts down on misdials.

• Contact synchronization. To keep things tidy, the integration syncs your contacts between both platforms. When a new contact is added or updated in one place, the change pops up in the other. Your contact lists are always up to date without any extra work.

• Aircall Now for Messenger. This might be the coolest feature of the bunch. If an agent is deep in a live chat and things get too complicated for text, they can hit the "Aircall Now" button. This sends a call invitation right into the Intercom Messenger. The customer just clicks to accept, and a voice call starts in their browser. No downloads, no plugins, just a smooth handoff from chat to voice.

Who is the Intercom Aircall integration for?

Connecting two powerful tools sounds good in theory, but this integration really shines for certain kinds of teams.

It's a no-brainer for support teams that are already all-in on Intercom. If your team practically lives in the Intercom inbox and you just need to add a solid phone channel, this integration fits right in without messing up your flow. Everything stays inside the system your agents already use every day.

Sales teams can get a lot out of it, too. Reps who use Intercom for reaching out to leads can use the click-to-dial and automatic call logging to speed things up. It saves them from the boring job of entering call data manually, which means more time for actually selling.

Finally, it’s a great fit for businesses that offer a more personal, high-touch level of service. If you're often handling tricky, technical, or sensitive questions, being able to seamlessly switch from a chat to a call is huge. It shows customers you're ready to help and can get tough problems solved much faster.

Intercom Aircall limitations and a smarter alternative for omnichannel support

The Intercom and Aircall integration is pretty good at making an agent's job less stressful. But if you're looking to actually change the way your support team works at a fundamental level, you might hit a wall.

Potential drawbacks to keep in mind

• It helps your agents, not your customers. The integration is all about giving agents the context they need. It doesn't actually solve the customer's problem for them. The real work of digging up an answer and fixing the issue still lands squarely on your human agents. It makes manual support run smoother, but it's still manual.

• Your knowledge is still trapped. While it links two apps, it doesn't connect your agent to the answers they need. That vital piece of information could be hiding in a Confluence page, a Google Doc, or an old support ticket. Your agent is still left hunting for answers across multiple tabs while the customer is on hold.

• The costs can be complex and unpredictable. This is a big one. To make this work, you're paying for two different subscriptions: Aircall's fee for each agent and Intercom's fee for each agent. If you want to use Intercom's own AI, you get hit with another $0.99 for every resolution. This pay-per-use model can lead to some surprisingly high bills, especially when you have a busy month.

• The automation is pretty basic. The integration is great at logging data automatically, but it doesn't give you much room to automate actual support tasks. You can't use it to automatically sort tickets, kick off specific workflows based on a conversation, or look up order details on its own.

A more powerful alternative: Unifying knowledge with eesel AI

Instead of just linking tools together, a more modern way to think about this is to unify your company knowledge. eesel AI is an AI platform built to work with the helpdesk you already have, so you don't have to switch. It’s focused on automating resolutions from the very start.

Here’s how it’s different:

• Unify knowledge, not just tools. eesel AI connects to all the places your answers live, not just one or two platforms. It learns from your help center, past tickets, Confluence, Google Docs, Notion, you name it. This means it can find the right answer and solve issues on its own, instead of just giving an agent more stuff to read.

This infographic shows how eesel AI unifies knowledge from multiple sources to automate support, a key alternative to the Intercom Aircall approach.

• Real automation that you control. With eesel AI's AI Agent, you get fine-grained control over what gets automated. You can decide exactly which kinds of tickets the AI should handle and what it should do. It can even perform custom actions, like checking an order status in Shopify or updating ticket details in Zendesk, which is miles ahead of just logging a call.

This screenshot displays the customization and actions workflow screen in eesel AI, highlighting its advanced automation capabilities compared to the basic Intercom Aircall integration.

• Go live in minutes with zero risk. Setting up and tweaking an integration across two platforms can turn into a whole project. eesel AI has a super simple, self-serve setup that you can finish in a few minutes. Best of all, you can use its simulation mode to test the AI on thousands of your past tickets. You'll see a clear forecast of your resolution rate and how much you could save before you turn it on for your customers.

This image shows the eesel AI simulation feature, allowing businesses to test the AI's effectiveness risk-free before full implementation.

• Clear and predictable pricing. eesel AI’s pricing is based on the features you need, with no per-resolution fees. This means your costs are stable, and you don’t get punished for having a successful month with high ticket volume.

A view of the eesel AI public pricing page, emphasizing its clear and predictable costs in contrast to the complex fees of an Intercom Aircall setup.

Feature	Intercom + Aircall	eesel AI
Core Function	Connects voice and chat channels for agents	Automates resolutions using unified knowledge
Knowledge Sources	Limited to Intercom and Aircall data	Helpdesks, wikis, docs, past tickets & more
Automation Level	Logs calls and syncs data for agents	Autonomous resolution, triage, and custom actions
Setup Process	Requires configuring two separate platforms	Self-serve setup in minutes with risk-free simulation
Pricing Model	2x per-seat fees + potential per-resolution fees	Simple monthly fee, no per-resolution charges

Intercom Aircall pricing

To figure out the total cost of this setup, you have to add up two different bills.

Intercom pricing

Intercom’s pricing depends on how many agents you have and, if you use their AI, how many issues it solves. Billed annually, the plans look like this:

• Essential: $29 per seat/month

• Advanced: $85 per seat/month

• Expert: $132 per seat/month

On top of that seat price, the Fin AI Agent adds an extra $0.99 per resolution. A "resolution" is counted any time a customer says their problem is solved or just stops responding after the AI's last message. This pricing model means your bill can swing up and down quite a bit.

Aircall pricing

Aircall has its own subscription fee. Their official site will have the latest numbers, but other sources suggest plans start around $40 per month. You'll need to budget for that cost for every agent who will be making or taking calls.

The verdict: Is the Intercom Aircall integration right for you?

So, what's the bottom line? The Intercom Aircall integration is a great move for teams who are already committed to the Intercom ecosystem and need a top-notch phone solution. It does a fantastic job of making manual, agent-led support more efficient by keeping information in one place and cutting down on clicks.

However, if your goal is not just to help your agents move faster but to actually reduce the number of tickets you get, you'll start to see the cracks. This integration represents an older way of thinking about support, connecting your tools instead of unifying your knowledge.

A modern AI platform like eesel AI gives you a smarter way forward. By tapping into all of your company knowledge and plugging right into the tools you already love, it automates resolutions, keeps your costs predictable, and gives you a clear way to grow your support without having to hire more people.

Ready to go from simply connecting tools to real AI automation? Try eesel AI for free and see how many of your tickets can be solved automatically.