Support customers

Accelerate your sales and support with the Inbox product.

Ruairí Galavan avatar Jack Jenkins avatar Laura Jolly avatar +2
36 articles in this collection
Written by Ruairí Galavan, Jack Jenkins, Laura Jolly and 2 others
Respond to issues quicker

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

Customize your inbox for faster support workflows

Get more context on your conversations and take action directly in your inbox.
Thomas Creighton avatar
Written by Thomas Creighton
Updated over a week ago

Dynamically link to other tools from the Inbox

Use ‘Quick Links’ to access your customer or company information in other tools, directly from the Inbox.
Jack Jenkins avatar
Written by Jack Jenkins
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

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

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

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

Never miss a conversation or sign up

Get notified of conversations by email, desktop or mobile and receive a daily sign-up email.
Ruairí Galavan avatar
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.
Ruairí Galavan avatar
Written by Ruairí Galavan
Updated over a week ago

Shorten your response times with saved replies

Speed up your response time. Write, format, personalize and send saved replies to common questions.
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 this week

Hit your response time targets with SLA rules

Deliver the consistent experience customers expect.
Thomas Creighton avatar
Written by Thomas Creighton
Updated over a week ago

Can I control what types of users see the Messenger?

Liam Keegan avatar
Written by Liam Keegan
Updated over a week ago
Work as a team

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

Organize your inbox by team

Give each team a place to see and reply to conversations, and assign the right messages to the right team.
Ruairí Galavan avatar
Written by Ruairí Galavan
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 avatar
Written by Thomas Creighton
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

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

Manage group conversations

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

Assign automatically qualified leads by round robin

Evenly share the leads Operator qualifies with your team.
Liam Keegan avatar
Written by Liam Keegan
Updated over a week ago

Assign conversations evenly using round robin

Share new inbound conversations evenly among your team
Thomas Creighton avatar
Written by Thomas Creighton
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

Download a transcript of your conversation

Easily share or keep record of a conversation by downloading the transcript.
Liam Keegan avatar
Written by Liam Keegan
Updated over a week ago