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Inbox
Inbox
Set up and learn the blazingly fast next-gen Inbox to give your teammates and customers a modern experience.
The next-gen Inbox explained
How to use Command-K in the Inbox
AI-Assist Inbox features [Beta]
Setting up your Inbox
Rolling out the next-gen Inbox to your team
Get started with the next-gen Inbox
Customize the next-gen Inbox with apps
Forward your email to your team inbox using the next-gen Inbox
Dynamically link to other tools from the Inbox
Routing conversations
Automatically route conversations to teammates
Balanced assignment deep dive
Round robin deep dive
Manage teammate status in the next-gen Inbox
Automatic away mode
Monitoring your team’s workload and capacity
Managing conversations
Work as a team and respond to conversations at scale
Start a conversation from the next-gen Inbox
Prioritize responding to customers who’ve been waiting longest
Get context fast with user and company profiles
Manage group conversations in the next-gen Inbox
Manually qualify leads as you chat
Assign conversations to teammates and teams in the next-gen Inbox
Snooze a conversation in the Next Generation Inbox
Loop teammates into conversations in next-gen Inbox
Search and filter your conversations in the next-gen Inbox
See a custom list of conversations in real time with Inbox views
Prioritize your most important conversations in the next-gen Inbox
Accessing unsupported attachment file types in the next-gen Inbox
Start a WhatsApp conversation
Prevent replies after you close a conversation
Using macros in the next-gen Inbox
Automation in the Inbox
Automate your Inbox workflows with rules
Tag conversations automatically with rules
Hit your response time targets with SLA rules in the next-gen Inbox
Archive or delete unused SLAs (Service Level Agreements)
Automatically assign key accounts to the right owner
Creating and managing macros in the next-gen Inbox
Mapping email replies to inbound address using custom domains
The Inbox (legacy)
Intercom's Inbox explained
Setting up and using Inbox
12 articles
Automation in your inbox
10 articles
Routing conversations to teammates
5 articles
Best practices for supporting your customers
10 articles
Customizing your inbox
3 articles
Common questions
11 articles
Best practices
Identify duplicate conversations in your inbox
Choose the right conversation attributes for your business
Our best practice guide to customer support
Best practices for Inbox rules - Commonly used examples
Using conversation data for advanced next-gen Inbox workflows
Keep track of support requests and bugs by tagging conversations
Share articles to answer questions faster
Example macros and best practices
Respond to users and visitors on the go
Common questions
Can I link to a specific reply in a conversation?
Can I change the notification sound in Inbox?
What’s changed in the next-gen Inbox?
Can I use all the same features in the next-gen Inbox?
How do Inbox seats work?
When do Inbox rules fire in the next-gen Inbox?
Can I delete a reply I send to a user?
How do I download a transcript of a conversation?
Does Intercom have keyboard shortcuts?
How do I block spam in the next-gen Inbox?
How do I remove company email addresses from group conversations?
Can I start group conversations in the next-gen Inbox?
When should I use conversation topics, attributes, and tags?