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
56 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.
Jack Jenkins avatar
Written by Jack Jenkins
Updated over a week ago

Get context on conversations fast

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

Prioritize your most important conversations

Reply to urgent conversations faster by marking them as priority.
Jack Jenkins avatar
Written by Jack Jenkins
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.
Ruairí Galavan avatar
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.
Ruairí Galavan avatar
Written by Ruairí Galavan
Updated over a week ago

Manage group conversations

How to add and remove customers from group conversations.
Ruairí Galavan avatar
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

Prioritize responding to customers who’ve been waiting longest

Reorder your conversations list to reply to customers who are waiting the longest first.
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
Automation in your inbox

Archive or delete unused SLAs (Service Level Agreements)

This article explains how to archive and delete SLAs for an organized workspace.
Jack Jenkins avatar
Written by Jack Jenkins
Updated over a week ago

Hit your response time targets with SLA rules

Deliver the consistent experience customers expect.
Jack Jenkins avatar
Written by Jack Jenkins
Updated over a week ago

Tag conversations automatically with Rules

Automatically add tags to conversations based on rules you define — Make it easy to report on conversation trends.
Jack Jenkins avatar
Written by Jack Jenkins
Updated over a week ago

Automatically reassign conversations when you’re away

Turn on 'away mode' and reassign your replies when you're unavailable.
Ruairí Galavan avatar
Written by Ruairí Galavan
Updated over a week ago

Assign new conversations in the inbox by round robin

Share new inbound conversations evenly among your team.
Liam Keegan avatar
Written by Liam Keegan
Updated over a week ago

Automatically assign key accounts to the right owner

Connect conversations from targeted accounts to teammates in real time.
Thomas Creighton De Farias avatar
Written by Thomas Creighton De Farias
Updated over a week ago

Assign leads round robin style among your team

Share new leads evenly with your team using round robin assignment.
Liam Keegan avatar
Written by Liam Keegan
Updated over a week ago

Assign replies to messages by round robin

Share leads who reply to your ongoing messages evenly with your team.
Liam Keegan avatar
Written by Liam Keegan
Updated over a week ago

Best practices for Inbox rules - Commonly used examples

Check out these example rules and adapt them to suit your business needs.
Jack Jenkins avatar
Written by Jack Jenkins
Updated over a week ago

Manage high conversation volume effortlessly with workload management

Give your teammates a balanced workload by distributing conversations evenly, and limiting the number of assigned conversations.
Thomas Creighton De Farias avatar
Written by Thomas Creighton De Farias
Updated over a week ago

When do Inbox rules fire?

Learn exactly when and how Inbox rules are triggered to get the best out of your Inbox automation.
Jack Jenkins avatar
Written by Jack Jenkins
Updated over a week ago

Automate your inbox workflows with Rules

Learn how to automatically assign & tag conversations, mark conversations as priority and set SLAs for your team with Inbox rules.
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 over a week ago

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.
Ruairí Galavan avatar
Written by Ruairí Galavan
Updated over a week ago

Choose the right conversation attributes for your business

Define the right conversation attributes to enable the most effective inbox workflows.
Jack Jenkins avatar
Written by Jack Jenkins
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

Using conversation data for advanced Inbox workflows

Learn how to create and use conversation data attributes — For ticket-style workflows, and advanced Inbox management.
Jack Jenkins avatar
Written by Jack Jenkins
Updated over a week ago

Identify duplicate conversations in your inbox

Use the duplicate detection Task Bot to highlight customers with multiple active conversations and prevent double handling.
Jack Jenkins avatar
Written by Jack Jenkins
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.
Ruairí Galavan avatar
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