🟠 Using the new Inbox? You'll want to use this article.

When chatting with a customer in the Inbox, you can use Quick Links to easily check their details in a database, billing system or another tool you use. Quick Links lets you get there in a single click, and it’s easy to create links.

You can even add links to searches in other tools, or on public sites like LinkedIn: https://www.linkedin.com/search/results/people/?keywords={name}

To get started, click on ‘Customize’ in the top right corner of your inbox:

Then click ‘+ Add more’ and select ‘Quick Links’ from the list:

After adding Quick Links, click ‘Add links’ to define the links you’d like to see in your conversation details. 

This will take you to the Quick Links app settings page, where you can define the links you’d like to see. 

Tip: Give each link a clear label, like ‘View user in billing’ for a user’s billing link.

Important: If you'd like to use a URL that contains a unique parameter, like a user ID, you can create a dynamic URL by inserting the user_id as an attribute: 

If you use a company attribute (like company ID), a link will show for each company a user is associated with, so you can quickly access the right link:

Troubleshooting tips:

  • Do all your links point to the same user? — Make sure you haven’t left any unique parameters in the URL when pasting it in, like a unique user ID for example. 

  • Do your links point to the wrong place, or throw an error? — Make sure the attribute you use to identify them in Intercom is consistent with the data in the tool you're linking to.

What’s next?


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