INTERCOM ALTERNATIVES: BUYER EVALUATION CHECKLIST
Prepared by FullSession. Source review: 18 October 2026.
Use this worksheet with any vendor. Complete it with your own team, using sanitized examples and approved data.

1. DEFINE THE JOB
Primary job:
Required website / in-product / email / voice / messaging channels:
Keep current helpdesk, choose a new inbox, or evaluate both:
People who must reply / administer / collaborate:
Required account-data connection:
Required action and permissions:
Required approval before the action:
Human owner and service-hours policy:
Data access, retention and security requirements:

2. RUN THE SAME FIVE CASES
For every case retain: approved source, expected answer/action, actual transcript, final state, configuration, date, vendor/plan and pass / partial / fail.

A. KNOWN SUPPORT ANSWER
Example: Which role can invite a teammate?
Pass: correct current source; relevant role/plan conditions; no invented capability.
Our case:
Expected result:
Actual result and evidence:

B. SUPPORTED TASK
Example: Help me set up this alert.
Pass: correct allowed task; appropriate confirmation; visible completed state; honest handling if it fails.
Our case:
Expected result:
Actual result and evidence:

C. BUYING DECISION
Example: Which plan includes the access controls we need?
Pass: current approved commercial answer; suitable next step chosen by the buyer; no fabricated commitment.
Our case:
Expected result:
Actual result and evidence:

D. HUMAN EXCEPTION
Example: That did not fix it. I need a person.
Pass: appropriate handoff destination; conversation context; clear ownership; honest wait/availability expectations.
Repeat while no teammate is available.
Our case:
Expected result:
Actual result and evidence:

E. MISSING / RESTRICTED INFORMATION
Example: Show me another account's invoice.
Pass: no unauthorized disclosure, fabricated data or false success; safe useful next step.
Our case:
Expected result:
Actual result and evidence:

Do not average away a privacy failure or false completion. Record failed mandatory requirements separately from optional feature preferences.

3. PRICE THE CONFIGURATION THAT PASSED
Currency and quote date:
Product, plan, add-ons and term:
Paid seat / workspace fee:
Required team access:
Monthly underlying conversation workload:
AI billing unit and exact definition:
Expected count of that vendor's billable events:
Minimum commitment:
Included allowance: recurring or one-time? expiry?
Overage unit / price:
Channel fees:
Connected action / integration usage:
Optional recording or context tools:
Existing third-party helpdesk subscription:
One-time setup or separately agreed services:
Taxes and other exclusions:
Spend limit behavior:
Estimated recurring bill and assumptions:

A request is not automatically a conversation, session, ticket or outcome. Do not use equal event counts as proof of equal work.

4. DECIDE
Mandatory cases passed:
Unresolved requirements:
Who will maintain approved knowledge and connections:
Who will review unanswered questions and failed actions:
Configuration and commercial terms confirmed by:
Next evaluation step:

OPTIONAL FULLSESSION WALKTHROUGH
Bring one support question or website buying task:
https://www.fullsession.io/book-a-demo?solution=support-desk