The omnichannel power of Intercom - without the billing surprises
Intercom charges per resolution with Fin AI, adds fees for WhatsApp and SMS, and locks advanced automations behind higher tiers. Chatwoot gives you the same conversational support experience with flat per-agent pricing, every channel included, and the freedom to self-host.
- No per-resolution charges - every paid plan includes Captain AI credits
- WhatsApp, Instagram, Telegram, TikTok included at no extra cost
- Free plan with 2 agents and live chat - no credit card required
- Self-host on your infrastructure for GDPR, HIPAA, or data sovereignty needs
- Switch from a closed platform to 37k+ star open-source project
At a glance
AI copilot
- Chatwoot
- Yes
- Intercom
- Yes
WhatsApp included
- Chatwoot
- Yes
- Intercom
- Add-on
Free plan
- Chatwoot
- Yes
- Intercom
- No
Self-hosted option
- Chatwoot
- Yes
- Intercom
- No
Open source
- Chatwoot
- Yes
- Intercom
- No
Feature comparison
See how Chatwoot and Intercom compare across key features.
| Feature | Chatwoot | Intercom |
|---|---|---|
| Messaging Channels | ||
| Website live chat | Yes | Yes |
| Yes | Yes | |
| Yes | Add-on | |
| Instagram DMs | Yes | Yes |
| Facebook Messenger | Yes | Yes |
| Telegram | Yes | No |
| LINE | Yes | No |
| SMS | Yes | Add-on |
| TikTok DMs | Yes | No |
| API channel | Yes | Yes |
| AI & Automation | ||
| AI copilot for agents | Yes | Yes |
| AI-powered replies | Yes | Yes |
| Chatbots / bot builder | Yes | Yes |
| Automation rules | Yes | Yes |
| Canned responses | Yes | Yes |
| SLA management | Yes | Yes |
| Team Collaboration | ||
| Shared inbox | Yes | Yes |
| Private notes | Yes | Yes |
| Team assignments | Yes | Yes |
| Agent collision detection | Yes | No |
| Labels and tags | Yes | Yes |
| Contact segments | Yes | Yes |
| Reporting & Analytics | ||
| Conversation reports | Yes | Yes |
| Agent performance reports | Yes | Yes |
| CSAT reports | Yes | Yes |
| Live dashboard | Yes | No |
| Team reports | Yes | Yes |
| Custom report filters | Yes | Yes |
| Deployment & Security | ||
| Cloud hosted | Yes | Yes |
| Self-hosted option | Yes | No |
| Open-source code | Yes | No |
| SSO / SAML | Yes | Yes |
| Audit logs | Yes | Yes |
| Custom data retention | Yes | Yes |
| API access | Yes | Yes |
Why teams switch from Intercom
Common pain points that lead teams to explore alternatives.
Per-resolution AI billing adds up fast
Intercom's Fin AI charges per resolution. A support team handling 5,000 conversations/month can face thousands in unexpected AI costs. Chatwoot's Captain AI comes with a monthly credit allowance on every paid plan, and additional credits are a flat $20 per 1,000.
Channels locked behind add-ons
WhatsApp and SMS require separate add-on purchases on Intercom. Chatwoot includes WhatsApp, Instagram, Telegram, TikTok, LINE, SMS, and more on every paid plan, starting at $19/agent/mo.
No self-hosting option
Intercom is cloud-only. If you need to keep customer data on your own servers for compliance, regulatory, or privacy reasons, Intercom can't help. Chatwoot gives you that option.
Vendor lock-in with closed source
Your support workflows, automations, and data live inside a proprietary system. With Chatwoot, the code is open - you can inspect it, extend it, or move off it without losing everything.
How Chatwoot is different
What makes Chatwoot the right choice over Intercom.
Captain AI with predictable pricing
Captain drafts replies, detects intent, summarizes long threads, and suggests next actions. Unlike Fin, there are no per-resolution charges - it's part of your plan.
Every channel from day one
WhatsApp, Instagram DMs, Facebook, Telegram, TikTok, LINE, SMS, email, and live chat are all included. No add-on purchases, no channel limits on lower tiers.
Flat, predictable pricing
Pay per agent, not per contact or resolution. A 10-agent team on the Business plan costs $390/mo - the same whether you handle 1,000 or 100,000 conversations.
Built for support teams, not just marketing
SLA management, team inboxes, CSAT tracking, agent performance reports, and role-based access - the tools support managers actually need day to day.
Self-host for full control
Deploy Chatwoot on your own AWS, GCP, or on-premise infrastructure. Keep customer conversations in your data center for compliance or latency reasons.
Open source with 37k+ stars
Read every line of code, submit pull requests, or fork the project. A global community of contributors ensures the product keeps improving transparently.
Common questions
Answers to frequently asked questions about switching from Intercom to Chatwoot.
Can I migrate my conversations from Intercom to Chatwoot?
Yes. You can export your Intercom conversations and contacts, then import them into Chatwoot via our REST API. The community has built migration scripts, and our team can help Enterprise customers with the transition.
How does Captain AI compare to Intercom's Fin?
Captain is Chatwoot's built-in AI that drafts replies, detects customer intent, and summarizes conversations. The key difference is pricing: Captain is included in paid plans with no per-resolution charges, while Fin bills per resolution which can add up at scale.
Does Chatwoot have product tours and in-app messaging like Intercom?
Chatwoot focuses on conversational support rather than in-app product tours. For tours, teams typically pair Chatwoot with tools like Appcues or Userflow. This modular approach means you aren't forced to buy a bundle you don't fully use.
Is Chatwoot suitable for teams with 50+ agents?
Yes. Chatwoot supports team-based routing, SLA management, agent capacity controls, role-based access, audit logs, and custom report filters - all designed for scaling support operations.
What does self-hosting actually give me?
Self-hosting means customer data never leaves your infrastructure. It's critical for GDPR compliance, data residency requirements, or industries like healthcare and finance where data sovereignty is non-negotiable.
Can I use Chatwoot for both sales and support?
Yes. Chatwoot supports proactive campaigns, contact management, team routing, and custom attributes that work for sales and support workflows in the same inbox.
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Switching from Intercom?
Try Chatwoot free and see the difference. Our team can help you migrate your data and get set up.