Intercom is the ideal tool for talking to visitors on your website to convert them into customers, and for supporting your current userbase. Rather than treating each query as a ticket number, Intercom treats each message as a conversation. Intercom's Conversations Inbox is available on our Acquire, Support, and Learn products. This short video shows you all the cool things that it can do.

Support or acquire your customers from anywhere with Intercom for mobile

The Intercom for iOS and Intercom for Android mobile apps allows you to reply to visitors or users, add notes, assign conversations and view thier profile pages. Conversations assigned to you are found in the 'Me' box, unassigned conversations in 'Nobody.' The 'Anyone' box lets you view all open conversations. With mobile Profile pages, it's easy to reply with high-quality, personalized responses from anywhere. Just click the Username to view profile data, activity, and conversation history to understand your relationship and how they use your product.

Prioritize quickly, move fast

The inbox is easy to scan, helping you see who and how many are waiting for a reply. The message summary includes the user, their company, the number of messages in the thread, and how long since they contacted you.

Bulk actions

Support can get busy. Really busy. So the Intercom Inbox makes it easy to deal with multiple messages all at once. You can bulk assign messages to other members of your team, or simply close them. This means you can clear your inbox of unwanted noise, or completed conversations in seconds.

Respond with context

It's quick to understand the complete context of a conversation and write replies that makes sense to the user. The chat style conversation view makes it easy to see who said what, and places notes from your team in the flow of the conversation.

Know each and every person

When you're communicating with a visitor or user, it's helpful to have their information at hand. It gives you everything you need to know about them and their company, and it helps you accurately deal with their query. At a glance you can see where a user has been in your app or on your site, what Segments they belong to, any Custom Attributes they have, and any actions they've taken with your product. This allows you to provide high quality, personalized support. User profiles in your iOS App make sure you always know who you're talking to, even when you're away from your desktop.

Work fast and efficiently

Intercom's inbox is packed with features that help you write better replies, faster. For any message you receive, you can insert a saved reply, add a note, or assign the conversation to anyone on your team, all in a few clicks.

Saved Replies

Saved Replies shorten your response time while keeping your responses personalized. Dealing with the same customer queries over and over again can be time consuming.

Insert a Saved Reply

To send a Saved Reply, just select the saved reply icon from below the reply area. From here you can search your saved replies and see a small preview before inserting. If you want to see the full saved reply, click 'Manage'. From here you can view, edit and create saved replies.

You can also insert a saved reply quickly by using the # shortcut when typing your reply. Simply type # and start typing the name of the saved reply, and press Enter to insert the highlighted reply.

Create a Saved Reply

When you find yourself writing the same question frequently, click 'Save this Reply' under the dropdown next to the message.

You can also create a saved reply from scratch. To do this, click on the Saved Replies button below the reply area, and click 'Create'. Be sure to use custom variables to personalize the message automatically.

Best practice: Even when you're using a saved reply, it's always a good idea to add a short personalized note at the beginning or end of the message to stay connected to your users.

Streamline repetitive tasks with keyboard shortcuts

Keyboard shortcuts give you the option to perform common actions in the inbox without using your mouse. Just type "Shift+?".

Auto Save

Your reply will auto-save as you type, so you're free to navigate away from your reply. It will be there when you come back.

Support your users collaboratively

Multiple Inboxes

Some messages are too urgent to wait until tomorrow, or until your teammate returns from holidays. The ability to access any message in any inbox lets you make sure no user question sits unanswered, even when your teammates are away from their inbox.

By default Intercom assigns all new customer inbound leads to your unassigned inbox, but you can change this if you want and assign new messages to anyone on your team.

Teams

If you have multiple teams working in Intercom together, like Sales, Support or Marketing, you can set up Teams. This will allow you to assign conversaions to the Team, rather than an individual and allow the Team to work out of their own inbox. Learn more about setting up and working in Teams here.

Mentions and notifications

Often a message needs to be seen by another member of your team. Maybe they're better placed to answer it, or maybe you need their opinion before replying. Either way, you can @mention any member on you team, and they'll be notified by email and directed to that conversation.

Live updates prevent collisions

The Live Conversations Inbox lets you see when someone has assigned, closed, or is replying to a conversation. These are great for avoiding "collisions," like sending multiple responses to the same ticket.

Understand your team's performance, workload and more.

You can get lot of helpful information about how your team is performing.

  • See how many conversations are started, and when.
  • See when customers are left hanging to identify areas for improvement.
  • Call out star performers and set the bar for the rest of your team.

Your Conversations Inbox Insights are explained in detail here.

Track bugs and feature requests

If you've got our Support product, you can track bugs and feature requests with tags. Customer support teams deal with a range of messages from bugs, to product feedback, to complaints, to feature requests. Adding tags helps you monitor, manage, and then act on this valuable information. When you and your team are consistently tagging over time, you'll amass valuable data that can inform how your product evolves. Tagging conversations with general tags like "Bug" or "Feature Request" lets you search for a tag to see all conversations about that topic. You can also use more specific tags to track conversations about a particular bug or feature like "A/B Testing Bug" or "Events Feedback". Over time, you'll start to see which requests are most common, or which bugs impact the most users. This kind of information will help your team prioritize bug fixes and decide what new features to build next.

Share conversation links outside of Intercom

When you need to report this data, it's easy to redirect a teammate or engineer to an Intercom conversation from your task management or bug tracking software (GitHub, Asana, Trello, Jira etc). Just open the conversation in your inbox, copy the url, and paste in the link.

Access any conversation at any time

Sometimes we close a conversation and then realize we want to keep it open in our inbox. That's we've made it easy to view any conversation, open or closed, in your inbox or your teams'. You can also view open or closed messages in order of Most or Least Recent. It's also easy to see your Apps entire conversation history. Just select 'All' to see every one of your team's Open conversations. Switch to 'Closed conversations' to review and search your closed conversation history.

Search your conversations

The search function lets you search for words, phrases or tags so that you locate relevant conversations instantly.

Never miss a customer contact or signup

Every teammate in your app can manage their notification settings, assignment and daily signup mailer under their individual settings. You can choose to be notified by email of all conversation activity or none. You can also set your preference for assigning conversations and whether or not you get the daily signup email.

Manage your iOS App Notifications

Be sure to set the notification preference for your Intercom iOS app. This will help you avoid missing important customer leads while relying on your mobile device. Open Settings &&> Notification Center, then click the Intercom icon and set your preferences.

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