Capacity vs Intercom
Intercom uniquely has 11 features · Capacity uniquely has 6 features.
| Capacity | Intercom | |
|---|---|---|
| Company | ||
| Founded | 2017 | 2011 |
| HQ | St. Louis, USA | San Francisco, USA |
| AI model | Combines internally hosted and in-house AI components with external models such as GPT-4; its private model option is based on Llama 3.1 | Proprietary (Fin AI, built on multiple LLMs including OpenAI) |
| User base | 1.5M+ users across 20,000+ organizations | 30,000+ businesses |
| Platforms | Web, Voice, SMS, Email, Chat | Web, iOS, Android, Chrome Extension |
| Languages | English primary; multilingual support not publicly detailed | 45+ |
| Pricing | ||
| Pricing model | Custom | Subscription |
| Free plan | No | No |
| Free trial | No | Yes |
| Starting price | — | $29/mo |
| Enterprise | Custom | Custom — contact sales |
| All plans | CoreNot publicly statedProNot publicly statedEnterpriseNot publicly statedAI Agent UsageNot publicly stated usageAgent Assist & IntelligenceNot publicly stated usage | Essential$29/mo per seatAdvanced$99/mo per seatExpert$139/mo per seatFin AI Agent (standalone)$0.99 per outcome usagePro Add-on$99/moCopilot Add-onFrom $29/mo per agentProactive Support Plus Add-on$99/mo |
| Positioning | ||
| Best for | Mid-market and enterprise contact centers seeking unified AI-powered customer support automation | Customer support teams ranging from startups to large enterprises |
| Differentiator | Three-tiered plans with usage-based pricing layered on top for AI Agents, Agent Assist, and integrations; Enterprise includes HIPAA package and up to 2TB storage | Fin AI Agent included on every plan with usage-based pricing at $0.99 per Fin outcome; WhatsApp and SMS available on all plans but charged separately based on usage |
| Competitors | Intercom, Zendesk, Salesforce Einstein, Freshdesk, Ada, Kore.ai | Zendesk, Freshdesk, HubSpot Service Hub, Salesforce Service Cloud, Drift |
| Features | ||
| AI Agent Builder | ✓ | — |
| Conversation Intelligence & Aqa | ✓ | — |
| Fin AI Agent | — | ✓ |
| Hipaa Support | — | ✓ |
| Helpdesk & Automations | ✓ | — |
| Knowledge Base | ✓ | — |
| Live Chat & Inbox | ✓ | — |
| Multibrand Messenger | — | ✓ |
| Real Time Agent Assist | ✓ | — |
| Sso & Identity Management | — | ✓ |
| Shared Inbox & Ticketing | — | ✓ |
| Workflows Automation Builder | — | ✓ |
| AI Chatbot | ✓ | ✓ |
| API Access | ✓ | ✓ |
| CRM Integration | ✓ | ✓ |
| Custom Training | ✓ | ✓ |
| Email Automation | ✓ | ✓ |
| Human Handover | ✓ | ✓ |
| Knowledge Base | ✓ | ✓ |
| Live Chat | ✓ | ✓ |
| Multilingual | — | ✓ |
| Sentiment Analysis | ✓ | ✓ |
| Sla Management | — | ✓ |
| Ticket Management | ✓ | ✓ |
| White Label | — | ✓ |
| Integrations | ||
| API Access | ✓ | ✓ |
| Hubspot | ✓ | ✓ |
| Key Integrations | Salesforce, ServiceNow, Zendesk, Slack, Microsoft Teams, SharePoint, OneDrive, Box, Jira, HubSpot, NICE, RingCentral, AWS Connect, Workday, Zoom, Google Workspace, SAP, Avaya, Athenahealth, Asana | Salesforce, Stripe, Jira, HubSpot, Slack, Shopify, Zapier, GitHub, Zendesk, 350+ total integrations |
| Salesforce | ✓ | ✓ |
| Shopify | — | ✓ |
| Slack | ✓ | ✓ |
| Zapier | — | ✓ |