New at Intercom

Streamline external collaboration with side conversations

Domingo avatar
Shared by Domingo • October 25, 2023

Start a conversation with external partners from within the context of a conversation or ticket.

When customer issues can't be resolved immediately and require the participation of a partner outside of Intercom, you can now use side conversations to email external partners from within a ticket or conversation.

  • Eliminate tool switching - Teammates handling complex queries can seamlessly communicate with external partners and their customers from the same place.
  • Communicate with multiple partners - Teammates can initiate multiple side conversations with various partners from within one ticket or conversation.
  • Never miss an update - Teammates receive updates from side conversations directly in the customer conversation, ensuring they never miss any updates from external partners.

Read more about how it works in our help article.