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 generate new leads in Intercom (but you don't need to cover them all right away to get started):
Help Desk to talk to your visitors and leads
Messages for triggering automatic in-app, email and push messages
Product Tours for guiding your customers to success
We also cover automating actions with:
Basics and Workflows
Are you creating a new workspace? We have a guide for that too! Take a look here.
Level one - Set up your Intercom workspace
1. Upload avatar (Total time: 2 minutes)
Uploading a happy, smiley avatar lets your leads 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 tags (Total time: 5 + minutes)
Group users together by applying tags directly from the Help Desk or Contacts. You can tag users based on their role in a company, or whether they want to beta test new features.
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 Help Desk 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 two - Build on the basics
1. Create a Visitor Auto Message (Total time: 10 + minutes)
Automatically reach out to high quality prospects on your site with a targeted, engaging message.
You'll need:
Messages
Your message copy
Defined target audience
2. Create a campaign (Total time: 20 + minutes)
Create an automatic nurture campaign made up of a series of target messages to convert leads to users.
You'll need:
Messages
Defined target audience
3. Create a Workflow (Total time: 10 + minutes)
Accelerate and automate growth at all stages of the customer lifecycle with Workflows.
You'll need:
Workflows
Permissions to send messages to more than one person and both Automation permissions.
An overview of the Workflows paths you'd like to create
Bot message copy
4. Create Product Tours (Total time: 10 + minutes)
Create interactive, multi-step tours to give website visitors extra content when they visit your product pages.
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 qualify more leads and close more deals
Have a little more time?
Here's just a small collection of some of our favorite sales-related articles and podcasts from our colleagues at Intercom
Additional things to read
💡Tip
Need more help? Get support from our Community Forum
Find answers and get help from Intercom Support and Community Experts