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MSG91 vs Intercom
Intercom and MSG91 both offer WhatsApp messaging capabilities, but differ in their approach and feature set. Intercom provides customer messaging and support with WhatsApp integration, while MSG91 specializes in advanced WhatsApp automation, template management, and omnichannel messaging for scalable campaigns.
Comparison Summary: MSG91 vs Intercom
MSG91 offers a robust WhatsApp communication suite with features like WhatsApp payments, carousel templates, AI-powered chatbots, opt-out management, and template category handling (e.g., utility to marketing). Designed for scalability and automation, MSG91 empowers businesses to deliver rich, personalized, and compliant WhatsApp experiences across customer touchpoints.
Intercom supports WhatsApp messaging through API integration, enabling customer conversations and outbound messaging via approved templates. However, it lacks advanced WhatsApp functionalities like payments, carousel templates, one-click verification, and built-in template creation. Intercom offers an all-in-one dashboard for targeting, AI support, and omnichannel campaigns, but is costlier and less flexible for WhatsApp-driven campaigns compared to MSG91.
|  | |
|---|---|---|
| Pricing | Zero margin on Meta pricing | Paid plans starting at $29 per agent per month. Costlier, added margin on Meta pricing. |
| Multi-Agent Support | Unlimited agents at no extra cost. | Pricing is per agent; unlimited agent logins not included in base plans. |
| Omnichannel Communication | Email, SMS, WhatsApp, Voice, RCS, Facebook, Instagram, Twitter & more — all in one platform. | SMS, WhatsApp, Facebook, Email, and more. |
| AI Chatbot Integration | Try different types of Chatbots for free — build AI chatbots in minutes with MSG91 using simple English prompts. | Intercom offers multiple visual flow builders for seamless automation. You can create multiple workflows. |
| Unlimited Bot Creation | MSG91 lets you create unlimited chatbots for free. | Unlimited workflows possible, but subject to plan limits and pricing. |
| Omnichannel Chatbot Support | WhatsApp, Website, Instagram, and Facebook Messenger | Supports multiple channels, but WhatsApp automation is limited to approved templates. |
| WhatsApp Payments | Supports direct payments with Razorpay, Cashfree, Credit/Debit Cards, UPI and so on | Intercom integrates with WhatsApp for messaging but does not support WhatsApp payments. |
| WhatsApp Carousels | Supports creating and sending WhatsApp carousel templates. | You can't create carousel templates; you have to use Meta's platform for that. |
| WhatsApp Catalogs | Supports WhatsApp catalog with single and multi-product templates for easy sharing. | Intercom does not support sending WhatsApp Catalog messages, only text-based templates. |
| Customer Journey Creation | MSG91 powers multichannel journeys via SMS, WhatsApp, Email, RCS & more | Visual flow builders for customer journeys across channels; WhatsApp journeys limited to template-based flows. |
| Client Segmentation | Advanced segmentation with automation (triggers & repeaters) for targeted campaigns. | Advanced segmentation and targeting available within Intercom's platform. |
| Integration and Plugins | Integrates with Multiple platforms Shopify, WooCommerce, Webengage, Zoho and other platforms | Integrates with multiple platforms like Salesforce, HubSpot, Slack, Stripe, and other business tools. |
| OTP Verification | Provides OTP verification via multiple channels - WhatsApp, SMS, Email, and Voice | Provides OTP verification via WhatsApp template and Email. |
| OTP Widget | OTP widget for website & app—secure login, plug & play! | No standalone OTP widget. |
| One Click Verification | Yes, through WhatsApp only | No |
| Unified Platform | One Dashboard for all your marketing: Segmento (targeting), Hello (AI support), Campaign (omnichannel outreach). | Intercom offers an all-in-one dashboard for targeting, AI support, and omnichannel campaigns. |
| Technical Knowledge Required | Not Necessarily needed. | Not Necessarily needed. |
| Customer Support Quality | Free 24/7 support — email, WhatsApp & calls covered! | Intercom offers customer support through email, live chat, and phone. |
| Blue tick assistance | Yes | Intercom does not assist with WhatsApp Blue Tick verification. |
| Meta Ads Trackings & Conversion | Track all Meta ad analytics—campaign, ad set & ad—right in MSG91 panel. | Intercom doesn't natively show Meta Ads performance analytics. |
Pricing
MSG91 - Zero margin on Meta pricing
Intercom - Paid plans starting at $29 per agent per month. Costlier, added margin on Meta pricing.
Multi-Agent Support
MSG91 - Unlimited agents at no extra cost.
Intercom - Pricing is per agent; unlimited agent logins not included in base plans.
Omnichannel Communication
MSG91 - Email, SMS, WhatsApp, Voice, RCS, Facebook, Instagram, Twitter & more — all in one platform.
Intercom - SMS, WhatsApp, Facebook, Email, and more.
AI Chatbot Integration
MSG91 - Try different types of Chatbots for free — build AI chatbots in minutes with MSG91 using simple English prompts.
Intercom - Intercom offers multiple visual flow builders for seamless automation. You can create multiple workflows.
Unlimited Bot Creation
MSG91 - MSG91 lets you create unlimited chatbots for free.
Intercom - Unlimited workflows possible, but subject to plan limits and pricing.
Omnichannel Chatbot Support
MSG91 - WhatsApp, Website, Instagram, and Facebook Messenger
Intercom - Supports multiple channels, but WhatsApp automation is limited to approved templates.
WhatsApp Payments
MSG91 - Supports direct payments with Razorpay, Cashfree, Credit/Debit Cards, UPI and so on
Intercom - Intercom integrates with WhatsApp for messaging but does not support WhatsApp payments.
WhatsApp Carousels
MSG91 - Supports creating and sending WhatsApp carousel templates.
Intercom - You can't create carousel templates; you have to use Meta's platform for that.
WhatsApp Catalogs
MSG91 - Supports WhatsApp catalog with single and multi-product templates for easy sharing.
Intercom - Intercom does not support sending WhatsApp Catalog messages, only text-based templates.
Customer Journey Creation
MSG91 - MSG91 powers multichannel journeys via SMS, WhatsApp, Email, RCS & more
Intercom - Visual flow builders for customer journeys across channels; WhatsApp journeys limited to template-based flows.
Client Segmentation
MSG91 - Advanced segmentation with automation (triggers & repeaters) for targeted campaigns.
Intercom - Advanced segmentation and targeting available within Intercom's platform.
Integration and Plugins
MSG91 - Integrates with Multiple platforms Shopify, WooCommerce, Webengage, Zoho and other platforms
Intercom - Integrates with multiple platforms like Salesforce, HubSpot, Slack, Stripe, and other business tools.
OTP Verification
MSG91 - Provides OTP verification via multiple channels - WhatsApp, SMS, Email, and Voice
Intercom - Provides OTP verification via WhatsApp template and Email.
OTP Widget
MSG91 - OTP widget for website & app—secure login, plug & play!
Intercom - No standalone OTP widget.
One Click Verification
MSG91 - Yes, through WhatsApp only
Intercom - No
Unified Platform
MSG91 - One Dashboard for all your marketing: Segmento (targeting), Hello (AI support), Campaign (omnichannel outreach).
Intercom - Intercom offers an all-in-one dashboard for targeting, AI support, and omnichannel campaigns.
Technical Knowledge Required
MSG91 - Not Necessarily needed.
Intercom - Not Necessarily needed.
Customer Support Quality
MSG91 - Free 24/7 support — email, WhatsApp & calls covered!
Intercom - Intercom offers customer support through email, live chat, and phone.
Blue tick assistance
MSG91 - Yes
Intercom - Intercom does not assist with WhatsApp Blue Tick verification.
Meta Ads Trackings & Conversion
MSG91 - Track all Meta ad analytics—campaign, ad set & ad—right in MSG91 panel.
Intercom - Intercom doesn't natively show Meta Ads performance analytics.
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