Inbox | Help Center

Help Center

All Collections

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?