Intercom app

How to use inbox AI features for writing replies, automating processes, and teammate support.

AI features available in the Inbox

Learn how to merge your conversations and customer tickets, and enable cross-user merging.

Merging conversations and tickets

Learn how to track activity in your conversations using events and understand the meaning of each event icon.

Conversation events in the Inbox

Explains the difference between AI Issue Summary and AI Conversation Summary, including eligibility requirements and troubleshooting steps for each.

AI Issue Summary vs. AI Conversation Summary

How conversation details (company, attributes, title, and description) are automatically pre-filled when you create or convert to a ticket.

Conversation details carry over to new tickets

Dawn Perrott

Beth-Ann Sher

Eric Fitzgerald

Maximizing productivity with an AI-enhanced inbox built for collaboration speed and efficiency.

Conversations

Send a new email or chat directly from the Inbox to existing users or leads.

Start a conversation from the Inbox

How to send outbound WhatsApp messages from the Inbox.

Start a WhatsApp conversation

Speed up your workflows by triggering multiple actions at once with macros.

Using macros in the Inbox

Forward email conversations from the Inbox to share information with external collaborators.

Forwarding email conversations externally

How side conversations work and how you can use them to collaborate with external partners.

Side conversations

Learn how to send side conversations in the recipient's language using the "Send in" selector, and understand how automatic translation works for outbound messages.

Side conversation translations

Creating

The real-time dashboard aims at helping Support Managers to better understand Inbox health and team capacity in real-time.

Real-time Dashboard

How to detect the language in a customer conversation in the Inbox.

Inbox language detection

Closing out conversations once they are resolved.

Close a conversation

How teammates can reply to specific email messages in a conversation.

Reply to specific messages in a conversation

Configure if email replies should reopen closed conversations.

Replying to closed email conversations

Encourage your customers to open new conversations after issues are resolved.

Prevent replies after you close a conversation

Reply to urgent conversations in the Inbox faster by marking them as priority.

Prioritize your most important conversations

How to build custom views and folders to monitor the conversations most important to you.

Organize your Inbox with custom views and folders

Supported and unsupported file types in the Inbox and Messenger.

Accessing unsupported attachment file types

Search and filter conversations and tickets in the Intercom Inbox, including how to apply filters, take bulk actions on matched results, tag conversations, and find conversations by ID, email, or…

Inbox search and filter

Add internal notes to conversations and discuss customer questions with teammates before replying.

Loop teammates or teams into conversations

Set a reminder to follow up with conversations that are on hold by snoozing them.

Snooze a conversation

Manually or automatically assign specific conversations to teammates or teams in the Inbox.

Assign conversations to teammates and teams

How to add and remove customers from group conversations.

Manage group conversations in the Inbox

Know who your leads are, and add qualification data about them as you chat.

Manually qualify leads as you chat

Inbox sorting is now more flexible, giving you greater control over how conversations and tickets are organized.

Inbox Sorting

Automate your sales workflow and move faster in your team inbox.

Work as a team and respond to conversations at scale

See customer and company details like when they were last active and what plan they’re on.

Get context fast with user and company profiles

How to view details about potential duplicate users from the Inbox.

Identify duplicate users in conversations

Understand how URLs are checked to ensure they are safe to reduce the risk of teammates clicking malicious links.

Link Security Settings

How to know when attachments in inbound messages are safe and reduce risk of teammates clicking on malicious files

Attachment safety: How we scan files for malware

Deleting a conversation

How to use the five-level priority scale (None, Low, Medium, High, Urgent) to manage conversation urgency across your inbox, automation, and filtering.

Conversation priority levels

How to search for conversations and tickets in the React Inbox using keywords, filters, and the All / Conversations / Tickets selector.

Search and filter conversations in the React Inbox

Beth Priddy

Paul McAuliffe

Handling

Automatically assign conversations from team inboxes to the most available and relevant teammate.

Workload management explained

Learn how balanced assignment works, covering conversation matching, assignment limits, prioritization, and auto-reassignment settings.

Balanced assignment deep dive

Share new inbound conversations evenly among your team with round robin assignment.

Round robin deep dive

Turn on 'Away' mode and reassign your replies when you're unavailable.

Manage teammate inbox status

Set the inactivity thresholds for transitioning teammates to either away or away & reassigning.

Automatic away mode

Use the real-time dashboard to monitor your most important metrics in one place.

Monitoring your team’s workload and capacity

Set specific capacity limits for team inboxes to control workload distribution based on complexity and specialization

Inbox Assignment Limits

Learn how skill-based routing works with balanced assignment to automatically match conversations to teammates whose skills best fit the request.

Skill-based routing

Matthew Pelyhes

Workload management

Learn how to use Workflows to automatically and consistently tag conversations based on message content, user attributes, and more.

Tag conversations automatically with Workflows

Use this article to create, edit, and manage SLAs, understand how SLA timers behave in the inbox, and report on SLA performance

Set SLAs for conversations and tickets

This article explains how to archive and delete Service Level Agreements for an organized workspace.

Archive or delete unused SLAs

Speed up your conversation and ticket handling with customizable and easily repeatable actions.

Creating and managing macros

Learn how to trigger Workflows from the Inbox to automate teammate actions.

Trigger reusable Workflows within conversations

SLAs and office hours

Add fill-in fields to a macro so teammates are asked for details like an order number or date before the reply is inserted, with a live preview as they type.

Personalize macro replies with fill-in fields

Automation

Personalize your responses, speak like a human and be proactive with your answers.

Our best practice guide to customer support

Define the right conversation attributes to enable the most effective workflows.

Choose the right conversation attributes for your business

A collection of inbox automation examples using Workflows, covering assignment, tagging, SLAs, snoozing, and more.

Examples of inbox automation using Workflows

Learn how to create and use conversation data attributes for advanced inbox management.

Create and use conversation data attributes (CvDAs) in the Inbox

Identify and tag the most important messages, topics and trends in your feedback.

Keep track of support requests and bugs by tagging conversations

Add articles to conversations to quickly resolve your customers' questions

Share articles to answer questions faster

Check out these examples for inspiration, and some top tips for creating and using macros.

Example macros and best practices

Quickly reply to customer conversations on the move with the Intercom for iOS and Android mobile apps.

Respond to users and visitors on the go with the Intercom Conversations App

Conversation topics, conversation attributes, conversation tags. What’s the difference?

How and when to use conversation topics, attributes, and tags

Learn how to protect your workspace from phishing attacks by disabling links from being rendered in emails received from customers.

Stripping links from emails

Paula Alvarenga

Best practices

Answers to common questions about conversations in Intercom — channels, transcripts, managing replies, spam, email settings, and the API.

Conversations FAQs

Ivan Branimir Skoric

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Volume, creators and topics for your company.

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Track the progress of all tickets and conversations related to your company.

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Create your workspace and invite the people you work with.

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Build your first workflow and watch it run end to end.

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Connect the tools your team already uses to bring data in.

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A quick lap of the product so you know where everything lives.

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This prototype demo is aware that you are reading “{title}”. It can point you back to the current article, but a production article-aware Fin contract is still follow-up work.

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Because you already asked about invitations, this prototype demo can add the follow-up: use the role selector before sending each invite to limit access to the teammate responsibilities.

Prototype role-limiting follow-up

This prototype demo suggests starting with your workspace profile, inviting the team members who need access, and then connecting the integrations you use.

Prototype getting-started answer

In this prototype demo, integrations are configured from workspace settings. Choose the integration, connect the account, and review the enabled permissions.

Prototype integrations answer

In this prototype demo, invite teammates from workspace settings, then choose the access each teammate needs before sending the invitation.

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This prototype demo does not have a scripted answer for that question yet. Try asking how to invite your team or open a source article. No production Fin API was called.

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Create your account and invite the first people to your workspace.

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