Yes, Intercom Inbox has several keyboard shortcuts that let you perform common actions without using your mouse. It currently isn't possible to disable or customise the shortcuts.

Use ⌘/Ctrl K when you're viewing your inbox/a conversation to access the Command-K action menu and then scroll down to locate Keyboard shortcuts to see all available options.

To access the Command-K action menu, simply press the following keystrokes:

By default, hyperlinks will be shown in all inbound emails you receive in the Inbox. To disable links from being rendered in emails from customers, go to Settings > Channels > Email > Advanced and turn on "Strip links from emails".

All HTML content will still be rendered, but none of the links will be clickable. This means that attackers will not be able to conceal links to malicious sites around an element in the email.

URLs can still be rendered in plain text. For example, an email can contain the text http://go-to-this-site.com and it will be rendered, but it will not be clickable.

Switching this toggle on:

Intercom has a sophisticated built-in spam filtering system that automatically checks incoming emails for hidden links, malware, phishing attempts, and proper authentication of sender's address. We assign all inbound emails a spam score and filter messages that exceed our spam threshold.

If you’re missing some messages that you think may have been incorrectly filtered, you can check the Spam folder from the Inbox.

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You may need to pin the Spam folder first if you can't see it on the Inbox sidebar:

You will find any messages filtered as spam in this folder. If any have been filtered incorrectly, you can mark the message as Not spam and send it back to the inbox it was originally intended for.

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You can delete any abusive, offensive or spammy users by blocking the user who sent the message. Just select the dropdown from the top right corner of their user profile and click Block.

All of the information stored about that user, including their messages, will be archived from Intercom. The user can only be restored manually by you and any new messages from that email address will be rejected. The user will also be prevented from creating a new user account in the future.

Yes, you can use the Delete button beside the spam message that you'd like to remove. This will remove it from the Spam folder.

If, however, you block a user by accident, you can easily unblock them. Just go to your People settings and select the Blocked tab.

You’ll see a list of your blocked users. Hover over a profile to select Unblock on the profile you would like to reactivate. Your user's information will now be restored.

After you unblock the user, they'll immediately return to your user list.

You can add email addresses and domains to your trusted list:

Spam can disrupt your teammates and clutter your inbox, but there are several effective ways to prevent and manage it in your Intercom workspace:

By implementing these strategies, you can significantly reduce spam while ensuring that legitimate customers can still reach you.

If basic filters aren’t enough, use these advanced methods to secure your workspace without blocking legitimate users.

1. Enforce Identity Verification (JWT) For the highest level of security, configure your Messenger to authenticate users via JSON Web Token (JWT).

2. Filter by Attributes (No Email Required) If you cannot require an email address (e.g., for pre-sales visitors), use Attribute-Based Workflows to detect spam patterns:

3. Prevent Over-Filtering (Whitelisting) Strict filters can sometimes catch friendly fire. Ensure you protect valid traffic:

In an inbox view, we evaluate team assignee and teammate assignee separately. The inboxes however only shows the conversations under the Team Inbox if the conversation is not assigned to a teammate.

So if you filter by "team assigned", you will see all conversations assigned to that team. To have the Inbox view work the same as the Team Inbox, you would have to add the rule "Teammate Assigned is None" in addition to the "team assigned" rule.

All Inboxes and Views are filtered by the state, either Open, Snoozed or Closed. When you select an Inbox or View to look at, you're always viewing it when it's filtered by these states. When you change the state, you won't be able to see a conversation in the Inbox or View you're looking at because it is being filtered out of your current list of conversations.

For example, if you're viewing Open Conversations in the "Support" Inbox, when you Snooze a Conversation it will be filtered out of the list of Open Conversations and filtered into the list of Snoozed Conversations. You need to change the filter to Snoozed in order to see the Conversation again.

No, it's not possible to send voice notes or voice replies in the Inbox. You can upvote, comment and subscribe to this feature request in our Product Wishlist.

With the Intercom Inbox teammates can use several AI-powered features to enhance their productivity and efficiency, including:

Copilot is now also accessible to teammates from the right sidebar on all conversations and tickets in the Inbox. You can switch between the Copilot tab and the Details tab at the top of the panel.

If you sent the email from the Inbox, you can access it from the user's profile in Intercom. If you are unable to find it there, you can also try searching for the client's name or email address using the search function in the Inbox.

The Inbox search bar performs a keyword search, so it searches for characters within a conversation/ticket, rather than actual customer data. If the phone number hasn't been typed out in a message or customer reply, it won't return results. However, if you have a custom data attribute for 'Phone number' in your workspace, you can filter conversations by this attribute.

If you've changed participants in a conversation, when you search for that conversation in your inbox, the company data will not update. This is a known limitation.

When viewing the conversation in your inbox, you can select a company from any of the participant’s associated companies, making it easier to identify which company the conversation is about.

For tickets, the company dropdown is located in the header:

In Table mode, conversations can be associated with a company in two ways:

When searching for conversations by company:

Conversation API Endpoint:

The Update Conversation endpoint will accept company_id as a parameter. This allows you to explicitly associate or remove a company from a conversation.