Onboarding Tools Splitting From Support
Pulkit Agrawal, co-founder of Chameleon, on software that drives product adoption
This is really a point about category focus, not just one product decision. Intercom did build Product Tours and still supports it today, but its center of gravity shifted hard toward customer service and AI. That matters because onboarding software looks simple from the outside, but the real work is deep targeting, timing, UX control, and iteration inside the product itself, which broad support suites often treat as an add on rather than a core workflow.
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Intercom still has live Product Tours docs and pricing. As of March 2026, Product Tours appears as a usage based channel on the pricing page, a $99 per month add on in the pricing calculator, and a fully documented help center feature. So the stronger read is not discontinued, but strategically deemphasized versus AI support and Fin.
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Intercom itself has become much more concentrated around support. Its product narrative is now AI chatbot, help desk, agent assist, and outcome based pricing like $0.99 per resolved ticket. In that context, tours are small incremental revenue, while Fin is already a major growth engine inside a business estimated at $343M revenue in 2024.
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Chameleon is built around the opposite thesis. It sells to product and growth teams that need no code control over checklists, banners, walkthroughs, microsurveys, and in app prompts, with deep integrations into tools like Segment, Mixpanel, Typeform, Calendly, and Intercom Messenger. That workflow rewards specialists more than broad suites.
Going forward, onboarding and product adoption tools are likely to keep separating from support platforms, even when they integrate tightly. The winning support products will center on AI resolution and agent workflows, while the winning adoption products will center on personalized in app experiences that move users to activation, expansion, and retention without waiting on engineering.