There are a few ways customers can contact you inside Intercom - inside your app, from your website, by email, from Facebook or Twitter. Here’s how each of these options work.
From inside your app
When you install Intercom on your product, your users will see the Messenger launcher in the bottom right-hand corner of their screen. When they select it, the message window will open up and they can send you a message there and then. The message will be delivered to your unassigned inbox.
- If you want your customers to be able to contact you from inside your mobile iOS App, install our iOS SDK.
- You can also choose to assign it to a specific teammate or team.
Set your greeting
When your users click the 'New conversation' button, they'll see your team's greeting. You should customize this in your Messenger settings to let your customers know who your team are and how you can help.
Users can easily attach files here too to help illustrate an issue they're having by clicking on the paper clip in the lower left of the text area. All file types are supported and can be up to 40MB in size.
See past conversations
Your users can see all the conversations they've had with you in the past, too.
Configure the Messenger for your app
The in-app Messenger is enabled by default when you install Intercom. However, if you wish, you can disable it in your Messenger settings.
You can also completely customize your Messenger to look any way you like in your product or on your site. Lots of our customers do this so that it feels fully integrated with their own design.
From your web site or logged out screens
You can have real-time conversations on your marketing site and other pages where users may not be logged in. Your users can provide their email address so they don't need to wait around for a reply.
In the inbox, we clearly mark logged-out people as 'Leads' so that you can distinguish them from logged-in users.
If you respond to a lead while they’re still on your site, they’ll receive your response in the Intercom Messenger. If not, we automatically send your reply by email.
When a lead logs in to your app, we merge the lead with the correct user, including conversations they had while logged out.
You can easily forward emails directly to your Intercom inbox. This lets you handle all support requests or sales inquiries directly from your Intercom Inbox or mobile iOS app. Turning on your admin notifications also allows you to reply to your users from your Email client. If you reply to a notification via your regular email inbox, that will also show up as part of the conversation strand in Intercom.
Each app has a unique incoming email address, this is found in App Settings > Messaging. When emails arrive to that address we will try and match the sender to a user in your app based on the sender's email address.
The messaging settings also let you do things like auto assign all new messages to a particular person. By default all new messages will go to the "Unassigned" inbox.
Forward to an individual teammate's inbox
It is also possible to forward email directly to an individual team member's inbox. To do this, forward messages to the unique email address next to their name found under 'Incoming email addresses for team members' as shown below.
From social media
You can easily integrate your company’s Facebook page and Twitter account with Intercom. This allows you to manage and respond to all of your private Facebook messages and direct messages from Twitter in your team inbox.
Responding to customers
When your customers send a message to you, and you send a reply, we use all channels to ensure that your response is sent. That means that we send your response via a web or in-app message and by email. And if you're using the mobile SDK and have notifications turned on, we'll send a mobile push notification to your customer as well.
Note: Email or push notifications are only sent if the customer doesn't see your response in the Messenger first. Responses to email conversations are sent directly as emails. Read more about how Intercom sends notifications here.