Supporting customers with Inbox

Setting up and using Intercom Inbox to support customers and convert leads at scale.

Ruairí Galavan avatar Penny-Merelle avatar Jack Jenkins avatar +3
47 articles in this collection
Written by Ruairí Galavan, Penny-Merelle, Jack Jenkins and 3 others
Using Inbox day to day

Manually qualify leads as you chat

Know who your leads are, and add qualification data about them as you chat.
Ruairí Galavan avatar
Written by Ruairí Galavan
Updated over a week ago

Assign conversations to teammates and teams

Manually or automatically assign specific conversations to teammates or teams.
Ruairí Galavan avatar
Written by Ruairí Galavan
Updated over a week ago

Get context on conversations fast

Quickly see how urgent each conversation is, and get context behind every message.
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Written by Ruairí Galavan
Updated over a week ago

Loop teammates into conversations

Add internal notes to conversations and discuss customer questions behind the scenes with teammates before replying.
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Written by Ruairí Galavan
Updated over a week ago

Get context fast with user and company profiles

Answer questions about your users and their company like when they were last active and what plan they’re on.
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Written by Ruairí Galavan
Updated over a week ago

Prioritize your most important conversations

Reply to urgent conversations faster by marking them as priority.
Liam Keegan avatar
Written by Liam Keegan
Updated over a week ago

Work as a team and respond to conversations at scale

Automate your sales workflow and move faster in your team inbox.
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Written by Ruairí Galavan
Updated over a week ago

Snooze a conversation

Set a reminder to follow up with conversations that are on hold by snoozing them.
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Written by Ruairí Galavan
Updated over a week ago

Manage group conversations

How to add and remove customers from group conversations.
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Written by Ruairí Galavan
Updated over a week ago

Prioritize responding to customers who’ve been waiting longest

Reorder your conversations list to reply to customers who are waiting the longest first.
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Written by Ruairí Galavan
Updated over a week ago

Search and filter your conversations in Inbox

How to search and filter your conversations by keyword, tag, user, assignee, and date ranges.
Jack Jenkins avatar
Written by Jack Jenkins
Updated over a week ago

Prevent replies after you close a conversation

Encourage your customers to open new conversations after issues are resolved.
Jack Jenkins avatar
Written by Jack Jenkins
Updated over a week ago
Best practices for supporting your customers

Respond to customers faster with saved replies

Speed up your response time. Write, format, personalize and send saved replies to common questions.
Jack Jenkins avatar
Written by Jack Jenkins
Updated this week

Share articles to answer questions faster

Add articles to conversations to quickly resolve your customers' questions
Jack Jenkins avatar
Written by Jack Jenkins
Updated over a week ago

Share apps to have more productive conversations

Help your leads and users achieve their goals faster by sharing apps in conversations.
Liam Keegan avatar
Written by Liam Keegan
Updated over a week ago

Keep track of support requests and bugs by tagging conversations

Identify and tag the most important messages, topics and trends in your feedback.
Ruairí Galavan avatar
Written by Ruairí Galavan
Updated over a week ago

Move fast with keyboard shortcuts and formatting

Quickly assign conversations, tag a user, add a note and insert stickers and smileys.
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Written by Ruairí Galavan
Updated over a week ago

Respond to users and visitors on the go

Quickly reply to customer conversations on the move with the Intercom for iOS and Android mobile apps.
Laura Jolly avatar
Written by Laura Jolly
Updated over a week ago

Welcome your users in the right way

Create an inviting team intro, let customers know when to expect a response and see when teammates were last active.
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Written by Ruairí Galavan
Updated over a week ago

Our best practice guide to customer support

Personalize your responses, speak like a human and be proactive with your answers.
Jack Jenkins avatar
Written by Jack Jenkins
Updated over a week ago

Customer support resources

Popular blog posts we’ve written about how to do quality customer support with Intercom.
Jack Jenkins avatar
Written by Jack Jenkins
Updated over a week ago