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I'm joining an existing Support team in Intercom
I'm joining an existing Support team in Intercom

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 Intercom experience, 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:
Fin AI Agent and Workflows

Are you creating a new workspace? We have a guide for that too!



Level 1 - Set up your Intercom experience

1. Upload avatar (Total time: 2 minutes)

Uploading a happy, smiley avatar or profile picture lets your users know that there's a real person at the other end of the Messenger.

You'll need:
A happy, smiley photograph


2. Update notification preferences (Total time: 2 minutes)

Get notified about the things that matter to you in the ways that suit you best.

You'll need:
Nothing!


3. Create user tags (Total time: 5 + minutes)

Group users together by applying tags directly from the Help Desk or Contacts. You can tag users based on activity in a conversation, like highlighting a bug so product teams can review, or by their status, like their role in a company.

You'll need:
Help Desk (to apply tags here)
A clear idea of what tags you need to create
People data in Intercom


4. Review previous conversations (Total time: 5 + minutes)

Get up to speed with previous conversations so you have the context you need to resolve customer issues, on-brand, every time. You can also use these conversations to monitor trends or review a user's conversation history.

You'll need:
Help Desk
Previous conversations in the Help Desk


5. Create macros (Total time: 5 + minutes)

Build a library of macros to common questions so you can speed up response times.

You'll need:
Help Desk
Articles
A list of desired replies
Copy for each reply


6. Manage team inboxes (Total time: 2 minutes)

Customize the visibility of inboxes in your workspace so you can access the inboxes that matter to you fast.

You'll need:
Team inboxes and/or teammates in Intercom


7. Customize Help Desk with Apps (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


Level 2 - Build on the basics

1. Write articles (Total time: 10 + minutes)

Write help content for your users to answer a question, help them complete tasks and share best practice tips so they get the most out of your product or service. 

You'll need:
Articles
An idea of what articles you'd like to write
Article copy and its' structure


2. Create collections (Total time: 5 + minutes)

Group your articles together in collections so users can find articles relating to a specific topic, or question.

You'll need:
Articles


3. Turn on your Help Center (Total time: 10 + minutes)

Make sure users can find your Help content by making your Help Center public.

You'll need:
Articles
Help Center URL


4. Set up Fin AI Agent profile and Custom Answers (Total time: 5 + minutes)

By setting up a Fin AI Agent profile, you can set up how Fin introduces itself as well as which subset of your users see which profile, while Custom Answers allow you to build bespoke answers to the most important questions for increased accuracy, consistency, and specificity.

You'll need:
Fin AI Agent/Custom Answers
An idea of your most common questions
Answer copy and its' structure


5. Train Custom Answers (Total time: 10 + minutes)

Train Fin AI Agent to recognize questions by adding at least 10 example questions for each of your Custom Answers.

You'll need:
Custom Answers
Previous conversation volume in Intercom


6. Create a Workflow from new conversations (Total time: 10 + minutes)

Gather information upfront and route conversations to the correct team with Workflows. Helping you get to the root of the issue from the very beginning.

You'll need:
Workflows
Permissions to send messages to more than one person and both Automation permissions


7. Create Product Tours (Total time: 10 + minutes)

Create interactive, multi-step tours to show users how to resolve their issue with Product Tours.

You'll need:
Product Tours
An idea of the tour you'd like to create
Tour copy and its' structure

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


Additional things to read

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


💡Tip

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


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