Built For You - New in Intercom

Discover and learn about the latest Intercom features, improvements and more.

Apps & APIs
inbox
May 18, 2021

Improving how Facebook and Twitter works with your existing Intercom support system

You can create a more consistent experience for customers– and your team–when providing support on Facebook and Twitter. Previously, the support workflows that you set up for messaging, didn’t work the same with our social integrations, or were missing. But, that changes today:

1️⃣Any replies to Facebook or Twitter conversations closed for 5+ days, will start a new conversation. This enables your Inbox rules, SLAs, and reporting to work correctly.

2️⃣Reply times will now trigger on Facebook and Twitter as well, so that you can automatically set the right support expectations, wherever your customers are.

3️⃣You can also automatically collect CSAT on Facebook and Twitter, which helps you understand and benchmark the quality of your support across channels.

Sharing reply times and CSAT, Facebook and Twitter will use the same Task Bot that you have enabled for the Messenger. To learn more about providing support on social, see our Facebook and Twitter help articles.

Tanner Elvidge
Product Manager
Nuno Teixeira
Engineer
Natalia Alvarez
Designer
Jamie Davies
Engineer

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