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Intercom for Support
I'm setting up a new Intercom workspace for Support
I'm setting up a new Intercom workspace for Support

Everything you need to know to get started with Intercom for Support

Danielle Swanser avatar
Written by Danielle Swanser
Updated over a week ago

We've created this 'Getting started' guide to help you set up your workspace, and then build on the basics. There are lots of ways to support your customers in Intercom (but you don't need to cover them all right away to get started):

Help Desk to answer customer queries
Articles for scaling self-serve support
Product Tours for guiding your customers to success

We also cover automating actions with:
Task Bots, Fin AI Agent/Custom Answers and Workflows

Tip: Are you joining an existing workspace? We have a guide for that too!
Take a look here.

Level 1 - Set up your workspace

1. Install the Messenger (Total time: 15 minutes)

Connect with your users in real-time using the Intercom Messenger for logged-in users. Your users can start conversations with your team or self-serve with Messenger apps.

You'll need:
Access to your codebase (to add the JavaScript snippet)
Your Messenger installation code

2. Forward support emails (Total time: 10 minutes)
Handle all incoming queries in one place by forwarding emails to the Intercom Help Desk.

You'll need:
Access to your support email
Your default Intercom inbound address

3. Connect social media accounts (Total time: 5 minutes)
Connect your social media accounts to Intercom so your team can respond to all direct messages you receive via Help Desk.

You'll need:
Login details for your social media accounts

4. Invite teammates (Total time: 2 + minutes)
Work with your whole team in Intercom by inviting them to your workspace. Assign Inbox seats, manage permissions, measure team performance, and more.

You'll need:
Help Desk (and a plan including permissions)
Your teammates' email addresses

5. Set up office hours (Total time: 2 minutes)
Manage expectations by setting office hours, so users always know when to expect a response.

You'll need:
Your team's availability 

6. Create team inboxes (Total time: 2 + minutes)
Create an inbox for each of your teams, so you can route conversations to the right people.

You'll need:

7. Create assignment rules (Total time: 5 + minutes)
Create assignment rules to automatically route conversations to the correct team based on message content or the data you track in Intercom.

You'll need:
Help Desk (and a plan including permissions)
Teams or teammates in Intercom

8. Import user data (Total time: 10 + minutes)
Already have a loyal user base? Import them into Intercom so you can see and chat with them right away.

You'll need:
CSV file of user data or access to Mixpanel or Mailchimp

Level 2 - Build on the basics

1. Add apps to Messenger (Total time: 2 + minutes)

Personalize your Messenger with apps to help customers help themselves before they start a conversation; reducing overall conversation volume and speeding up resolution times.

You'll need:

2. Add apps to the Help Desk (Total time: 2 + minutes)
Create a customized Help Desk that connects all the tools you use to resolve conversations. Get more context on your conversations and take action with Help Desk apps.

You'll need:
Help Desk

3. Track custom data (Total time: 15 + minutes)
Create and track data that matters to your business for more personalized support.

You'll need:
Access to your codebase (to update the JavaScript snippet)
Intercom installed in your product
Data you'd like to track

4. Set up task bots (Total time: 5 minutes)
Automate simple actions with task bots, like suggesting articles to users or requesting feedback if an article doesn't answer a user's question.

You'll need:
Articles (to suggest articles)
Public Help Center

5. Import conversation data (Total time: 10 + minutes)
Help Custom Answers recognize conversations by importing your previous conversation data.

You'll need:
Custom Answers
Previous conversation data from Zendesk
Access to your Zendesk chat account

Congratulations! Your Intercom workspace is set up and you're now ready to provide world-class support at scale

Additional things to read and watch

Have a little more time?
Here's just a small collection of some of our favorite support-related articles and videos from our colleagues at Intercom


Need more help? Get support from our Community Forum
Find answers and get help from Intercom Support and Community Experts

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