There may be times when you need to reach out proactively to a specific customer, or communicate with a third party (like a vendor or supplier), for assistance.

Intercom lets you start a new conversation with any contact in your workspace, without leaving the inbox. These conversations can be managed just like any other.

You can snooze them, leave internal notes, and use macros.

To start a new conversation click “New conversation” from the Inbox menu:

Then search your users and leads (by name or email address) for the person you’d like to contact:

Tip: If the person you're contacting doesn't already exist in your workspace, you can add them now, and they'll be created as a new lead in Intercom:

After selecting a recipient you’ll see their details in the right sidebar where you can edit them if needed:

You'll also see their most recent conversations (if they have any) which you can check for more context before getting in touch. 👌

Tip: If you have a custom sender address set up in your workspace, you can choose to send the new message from that address. Also select who the conversation should be assigned to after it’s created:

Important: If your message is sent from a custom email address, replies will go to that address. To see these replies in your inbox you must have email forwarding enabled.

Next, since this message will be sent via email you can (optionally) add a subject line:

Note: It’s not currently possible to include articles or apps, but you can use emoji, GIFs, images, and attachments:

Pro tip: You can even use macros, like this example which starts a new conversation with a vendor, and prompts with a template to include the details of the customer and their order:

Note:

  • At any point, you can navigate away from the new conversation and it will remain in your inbox as a draft, just click “New conversation” again to find it. 👌

  • To delete a draft conversation just click the trash icon:

Finally, click send and your recipient will receive it as an email:

Note: The email will be sent using your workspace’s default email template, and attachment settings.

Send a chat instead

If you're contacting an existing user, and you'd like to reach them within your app or site, you can send the message as a chat instead of an email:

In either case (chat or email) after sending, the conversation will be open in the inbox you chose as the assignee where you can snooze it, close it, or add a note.

How are new outbound conversations from the inbox included in reports?

  • Outbound conversations from the inbox are counted in all Conversation reports except ‘New inbound conversations’.

  • Outbound conversations from the inbox are included in the Customer engagement reports.

  • Custom report properties:

    • Conversation started: Outbound conversations from the inbox are not included.

    • First teammate reply: Outbound conversations from the inbox are included, and the initial message counts as the first teammate reply.

    • First closed: Outbound conversations from the inbox are included.

    • First message sent: Outbound conversations from the inbox are included.

  • Custom report metrics:

    • Number of teammate replies: In outbound conversations from the inbox the initial message is counted as a teammate reply.

    • First response time: In outbound conversations from the inbox the initial message is counted as the first response, so this is always 0.

    • Reply volume: The initial message from outbound conversations is not included as a reply.

    • Response time: The initial message from outbound conversations is not included as a reply.

  • Conversation topics: Outbound conversations from the inbox are surfaced here once a new reply is added by the recipient or a teammate.

How do Inbox rules and CSAT ratings work with outbound conversations from the inbox?

Rule triggers:

  • A customer starts a new conversation: Does not apply to outbound conversations from the inbox.

  • A customer replies to outbound content: Does not apply to outbound conversations from the inbox.

  • A customer sends any reply: Applies to outbound conversations from the inbox.

  • A new conversation hasn’t received a reply: Does not apply to outbound conversations from the inbox.

  • A customer has been unresponsive: Applies to outbound conversations from the inbox, once a new reply is added by the recipient or a teammate.

CSAT

Conversation rating requests (CSAT) will be sent on outbound conversations from the inbox as long as they meet the other necessary criteria.

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