Context is key to providing the best possible customer experience. You can customize your conversation details to show the exact information you need, and perform actions directly in external tools without needing to leave the conversation. 

By default, you’ll see the standard list of conversation details to the right of your conversation:

You can customize and rearrange the order of these details, as well as add apps to see details and take actions in other tools.
Every teammate in your Intercom workspace can choose their own unique combination of apps and information to display here, so your support team can easily troubleshoot issues or report bugs, and your sales team can set up demos or start trials for new customers.

How do I customize the conversation details?

Adding and re-ordering apps

Let’s say you’re on the support team and a customer reports a bug in your app. It’s helpful to see the actions they’ve taken before seeing the issue so you’ll want to bring ‘Recent events’ to the top. Just click ‘Customize’:

Then, select the icon to the right of ‘Recent events’ and drag it to the top:

Next, you might want to see conversations about similar issues. To do this, click ‘+ Add more’, and select ‘Similar conversations’ from the list:

Now you can see up to three conversations your teammates have had with customers, which are most similar to this one:

☝️This example looks like the same issue is affecting a few different customers. Open one of the similar conversations, and find the info you need to help your customer faster:

Pro tip: There are many built in options you can use to make your inbox more powerful and efficient:

  • Similar conversations — Find answers in recent conversations about similar topics.
  • Quick links — Create dynamic links to other products or internal tools with user or company attributes. E.g. yourbillingsystem.com?user_id={user_id}.
  • Recent events — See the actions your customers have taken in your product. 
  • Total events — Count the total number of times your customers have taken certain actions.
  • User/Company notes — Check notes you or your teammates have added, like: “Danny loves GIFs in conversations”.
  • User/Company tags — So you can easily apply tags like: “Potential_beta_candidate”.

Choosing which attributes and events are visible

With User details, Company details, and Total events you can also specify exactly which attributes and events you want to see. Just click ‘Edit’ below the list:

Then, use the ‘eye’ icon to toggle visibility on and off, and click ‘Done’ when you’re finished:

Hiding apps

Efficiency is important when you’re supporting a high volume of customers. Removing unnecessary information is a good way to tidy up your inbox so you can focus on what’s important to you and your customers.

To hide apps and information you don’t need, click ‘Customize’, then, select the red ‘-’ on any that you would like to hide:

Note: Any changes you make to your conversation details will only apply to your view of the inbox - it won’t affect your teammates’s inboxes. 

Installing new apps

To make the most of your inbox, you should add apps to connect to other tools you use. 

For a list of all apps that you can add in the conversation details, go to the app store and select ‘Works with Inbox’:

Next, select the apps you’d like to use and follow the simple steps to install them.

Here are some of the apps you can install to accelerate your workflows in the inbox:

  • Salesforce - Create leads, and view their deals.
  • Stripe - Upgrade your customers’ subscriptions as you chat.
  • Trello - Track feature requests, bugs and issues.
  • Zendesk - Forward Intercom conversations to Zendesk.
  • StatusPage - See live updates on your product’s status.
  • Shopify - Check a customer’s order status as you chat.
  • MailChimp - Subscribe users to your mailing list.

For apps built by our partners, you can find a link to their documentation in the app details view:

After you install a new app, you can click ‘+ Add more’ in the inbox to add it to your conversation details:

When you install a new app, your teammates will get a notification to let them know they can add it to their conversation details too:

Which apps should I use?

Every business has different needs, but if you work in Sales or Support we’ve put together these templates to help you customize the inbox to your way of working:

What’s next?

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