A conversation in Intercom gives you everything you need to support your customers in an efficient and scalable way, all while staying personal. When someone writes into your messenger, their conversation feels just like the chat apps they use every day.

Or they can start a conversation via Email, Facebook or Twitter. 👌

In all cases, the conversations your teammates work with are a lot more powerful. Let’s take a look at some of the most useful features of a conversation in Inbox:

  1. The conversation title — Summarise the specific “issue” or “case” that a teammate is dealing with, so it’s easy to understand at a glance, or scan in a list of conversations.

  2. Assigned team and teammate — Conversations can be assigned to a team and a teammate at the same time. This gives you persistent context on where a conversation originated from – and ensures it stays with the right team until it’s resolved.

  3. Conversation data attributes — Create the attributes that work for you, to group and report on conversations by type, status, urgency or anything else important to your business. Conversation data can be provided up front by customers for automated triage, or set automatically by rules.

  4. Conversation ID — A unique and unchanging identifier for the conversation, useful for referring back to it.

  5. Related customer information and apps — Your inbox is customizable with over 100 different apps. These apps bring in additional context about your customers and let you automate workflows, not just in Intercom, but the rest of your tech stack too.

Conversations can also be prioritized, manually, or with rules and triage bots:

And, kept on track with custom SLA timers:

Note: None of this information is visible to your customers.

What can I do with a conversation?

The simplest thing you can do with a conversation is reply to your customers, to give them the support they need. Beyond a simple chat, you can also:

With these features, and more it’s easy to manage your conversations internally, just like a traditional ticketing system, but without sacrificing the personal, simple Messenger experience your customers love.

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