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Intercom for Customer Engagement
I'm setting up a new Intercom workspace for Customer Engagement
I'm setting up a new Intercom workspace for Customer Engagement

Everything you need to know to get started with Intercom for Customer Engagement

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 engage your customers in Intercom (but you don't need to cover them all right away to get started):

  • Proactive Support for triggering automatic in-app, email and push messages.

  • Product Tours for guiding your customers to success.

  • Automation Basics for automating simple tasks for your team.

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

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

You'll need:
​Your teammates' email addresses

3. 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 teams' availability 

4. 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 two - Build on the basics

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

Personalize your Messenger with apps to engage with your users right away. Highlight an important blog post or share your newest video content.

You'll need:

2. Track custom data (Total time: 15 + minutes)
Create and track data that matters to your business.

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

3. Set up task bots (Total time: 5 + minutes)
Automate simple actions with Basics, like asking for a rating and feedback once a conversation is closed. 

You'll need:
Qualification data

🎉 Congratulations! Your Intercom workspace is set up and you're now ready to engage with your customers


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