Test conversations for agent training

Question

We’re currently building out a new onboarding program for our customer support team, and we would really like to integrate test ticketing/conversations as a module to the program. I’m curious if anyone else has tackled this kind of project before and has advice on the best way to implement this with Intercom?I’ve previously worked on Zendesk, where we had a script to import our base test tickets and assign to each of our new hires, who would then work the tickets as normal w/ training & mentors acting as customers.With Intercom, I’m hoping there’s a similar functionality we can achieve with conversations, though I haven’t been able to find a solid solution. Seems like we could potentially setup a specific inbox and use emails in our prod instance, but curious if anyone has come up with a different/better solution to achieve this.

Jacques Reynolds · Accepted Answer

Hey ​@Kate Hastings👋 Jacques here from Intercom Support. I hope all is well today!To integrate test ticketing/conversations as a module in your new onboarding program with Intercom, you can follow a similar approach to what you did with Zendesk. Here are some steps and tips based on the available information:Create a Test Workspace:Set up a dedicated test workspace in Intercom where new hires can practice handling tickets and conversations without affecting the live environment. This can be done by creating a separate inbox specifically for training purposes.Import Test Tickets:You can use scripts or APIs to import base test tickets into the test workspace. Intercom provides APIs for creating and managing tickets, which can be used to automate the import process.Assign Tickets to New Hires:Once the test tickets are imported, you can assign them to new hires. This can be done manually or through automated workflows. Ensure that each new hire gets a variety of tickets to work on, covering different scenarios they might encounter in the live environment.Simulate Real Conversations:Use the test workspace to simulate real customer interactions. Training and mentoring staff can act as customers, providing realistic scenarios for new hires to handle. This helps in building their confidence and skills in a controlled environment.Monitor and Provide Feedback:Monitor the performance of new hires as they handle the test tickets. Provide feedback and guidance to help them improve. Use Intercom’s reporting and analytics tools to track their progress and identify areas where they might need additional training.Utilize Intercom’s Features:Leverage Intercom’s features such as workflows, automation, and reporting to streamline the training process. For example, you can set up workflows to automatically route test tickets to new hires and use reporting tools to analyse their performance.Following these steps should help you getting setup!

Join the Intercom Community 🎉

Intercom Customers and Employees

Login to the community

Intercom Customers and Employees

Scanning file for viruses.

This file cannot be downloaded