Intercom Copilot: A complete 2025 overview

Let’s be honest, working in customer support can feel like a never-ending race. The pressure is always on to resolve issues faster, get the answers right, and keep customers from getting frustrated. It’s a lot to handle. AI assistants, or "copilots," have shown up as a way to give support agents a much-needed boost.

Intercom has its own answer to this with Intercom Copilot, an AI assistant baked right into its helpdesk. It’s meant to be a helping hand for agents, right inside their inbox. But is it the right tool for your team?

We’re here to give you the full picture of Intercom Copilot. We’ll break down what it is, what it actually does, how much it costs, and some big limitations you should think about before you sign on the dotted line.

What is Intercom Copilot?

Intercom Copilot is an AI assistant that lives directly inside the Intercom Inbox. You can think of it as a smart sidekick for your support agents. Its main job is to help them answer customer questions more quickly by suggesting draft replies as soonem as a ticket comes in.

So, how does it work? When a customer asks a question, Copilot reads it and dives into your company’s knowledge sources to find the best possible answer. It then writes up a response for the agent to look over, tweak if needed, and send off. It’s not about replacing the agent, but about making their job a whole lot easier.

It’s like having someone on your team who has read every single one of your help articles, internal docs, and past support chats. It can even connect to external knowledge bases you’ve synced, like your wikis in Notion or Confluence. The whole point is to make agents more productive, cut down response times, and make sure every customer gets a solid, consistent answer.

Key features and use cases of Intercom Copilot

Alright, so how does this actually help your team day-to-day? Let’s dig into what Intercom Copilot can do.

Drafting replies from multiple knowledge sources

The main thing Copilot does is draft answers for your agents. No more juggling a dozen tabs or searching through old documents to piece together a reply. Copilot pulls information from all your connected knowledge sources and puts together a single, clear draft for the agent.

And to make sure agents actually trust the suggestions, Copilot shows its work. Underneath each drafted reply, it includes links to the exact source articles or conversations it used. This means an agent can quickly click and double-check that the information is accurate and up-to-date before they hit send.

For example, say an agent gets a tricky technical question about a new feature. Instead of spending ten minutes digging through the help center, Copilot can pop up with a detailed answer and provide direct links to the right technical docs for a quick gut check.

Onboarding and training new agents

We’ve all been the new person, right? Afraid to ask another "dumb" question. Copilot can actually make onboarding a lot less painful for new hires. It acts as a training buddy, so they don’t have to constantly poke senior agents for help.

New team members can ask Copilot internal questions right inside a ticket, like "what’s the process for a refund?" or "remind me of our policy on shipping delays."

By pulling from your internal-only knowledge, Copilot can serve up step-by-step guides and policy info on the spot. This helps new agents get their footing much faster. They get the guidance they need, right when they need it, without ever having to leave the conversation they’re in.

Reporting and oversight for managers

Okay, so your team is using it, but is it working? For managers, Intercom has a reporting dashboard that gives you a glimpse into how the team is using Copilot. You can see things like how many conversations involved Copilot and which agents are using it most often.

This gives you a basic sense of whether people are adopting the tool. But here’s the catch: this data is all after the fact. It tells you what happened, not what could happen. Knowing an agent used Copilot ten times doesn’t tell you how many tickets it could have completely solved on its own, or where the gaps in your help articles are.

The limitations of Intercom Copilot

While Intercom Copilot is a solid tool, the fact that it’s built only for Intercom comes with a few major strings attached. If you’re looking for flexibility, real automation, and a way to try before you buy, you might hit a wall.

Vendor lock-in: It only works with Intercom

The biggest catch is pretty obvious: Intercom Copilot only works if you use the Intercom helpdesk. That’s it. If your team is on Zendesk, Freshdesk, Jira Service Management, or anything else, it’s not an option for you.

This puts you in a tough spot. You either stick with the helpdesk you have and miss out on Intercom’s AI, or you have to consider moving your entire support operation. Switching helpdesks isn’t like changing your coffee order; it’s a huge, expensive project that can disrupt your team and your customers for months.

This is where a tool like eesel AI comes in handy. It’s designed to be platform-agnostic, meaning it plugs into the helpdesk you already use in just a few minutes. Whether you’re on Zendesk, Freshdesk, or even Intercom, you can add powerful AI without the headache of a full migration. It just slots into your existing setup.

Beyond agent assist: A ceiling on automation

Think of Copilot as just that, a copilot. It helps the pilot (your agent) fly the plane, but it can’t land it on its own. An agent always has to be involved to review, edit, and send the final reply. This definitely helps, but it puts a cap on how much efficiency you can really gain.

But what if the AI could just handle the easy stuff entirely? The real win with AI in support is when it can take common, repetitive tickets off your team’s plate from start to finish. This frees up your agents to focus on the tricky issues that actually require a human touch.

eesel AI gives you both an AI Copilot to help agents and a fully autonomous AI Agent that can resolve tickets on its own. With its flexible workflow builder, you decide exactly which types of tickets you want to automate. You can start with simple things like "where’s my order?" and let the AI handle it completely. It can even perform actions, like checking a Shopify order status and giving the customer a real-time update. For everything else, it knows to escalate to a human.

This demo shows how Intercom's Fin AI Copilot can dramatically improve your team's efficiency.

Confidence before commitment: A lack of simulation

Would you buy a car without a test drive? Probably not. Rolling out a new AI tool without knowing how it’s going to perform feels a bit like that. With Intercom Copilot, you basically have to flip a switch, see what happens in real-time, and make adjustments on the fly.

eesel AI takes the guesswork out of the equation with its simulation mode. It’s like a flight simulator for your support AI. Before it ever talks to a real customer, you can run it on thousands of your team’s past tickets in a safe, sandboxed environment.

The simulation gives you a clear forecast of how it will perform, including what your resolution rate will be and how much you can expect to save. More importantly, it points out the specific gaps in your knowledge base with a simple, actionable list of articles you need to create or update. This way, you can launch with confidence, knowing exactly what you’re going to get.

Intercom Copilot pricing

So, how much does this all cost? Intercom’s pricing for Copilot is a little tricky because it’s not a separate product, it’s an add-on to their main plans. Let’s break it down.

Included usage

First, the "free" bit. Every Intercom plan (Essential, Advanced, or Expert) gives each agent a taste of Copilot. Each agent with a full seat can use it in up to 10 conversations or tickets per month.

It’s good to know how they count this. A "conversation" is used up the first time an agent asks Copilot a question in a ticket. You can ask a few follow-up questions in that same thread, and it still only counts as one use. Once you hit that 10-conversation limit, you have to upgrade.

Unlimited usage add-on

Once you go over that 10-conversation taster, you’ll need to pay for the unlimited usage add-on. This costs $29 per agent, per month if you pay annually, or $35 per agent, per month if you go month-to-month.

This is a per-seat add-on, so you have to buy it for every single agent who needs unlimited access. You can’t just buy a few licenses for your team to share; it’s an all-or-nothing cost for each user.

The challenge of per-seat pricing

And here’s where it can get really expensive. Because the price is per agent, the cost can add up fast. For a small team of 10 agents, the unlimited Copilot add-on is an extra $290 to $350 every month. For a 50-person team, that jumps to between $1,450 and $1,750 per month, just for the AI assistant. The cost grows every time you hire a new agent, which basically penalizes you for expanding your team.

In contrast, eesel AI’s pricing model is built to be more predictable as you grow. Instead of charging per person, eesel AI’s plans are based on your total number of AI interactions each month. This means your cost is tied to the value you’re actually getting from the tool, not your team’s size. It’s a straightforward fee that doesn’t balloon when you bring on more people. Plus, every eesel AI plan includes the whole suite: the autonomous AI Agent, the AI Copilot, AI Triage, and more.

Feature	Intercom Copilot	eesel AI
Pricing Model	Per-agent, per-month add-on	Volume-based (AI interactions/mo)
Cost Scaling	Scales directly with team size	Scales with usage, not headcount
Predictability	Predictable per agent, but total cost grows with team	Highly predictable monthly/annual fee
Included Products	Agent Assist only	AI Agent, AI Copilot, AI Triage, & more

Is Intercom Copilot the right choice for your team?

So, should you go with Intercom Copilot? Here’s the bottom line.

If you’re already all-in on the Intercom ecosystem and just want to give your existing agents a bit of a speed boost, it’s a decent option, though a pricey one. It’s well-integrated and does what it says it will do.

However, the limitations are pretty big. It chains you to the Intercom platform, it can’t actually resolve tickets on its own, and the per-seat pricing can become a serious budget item as you grow.

For teams that want flexibility, more power, and costs that make sense, eesel AI is likely the better long-term choice. If you want an AI solution that works with your current helpdesk, offers a path to real automation, lets you test everything risk-free, and has a pricing model that won’t make your finance team wince every time you hire someone, then eesel AI is worth a look. You can sign up and see how it works with your own support tickets in just a few minutes.