Intercom for Human Support

Have you ever found yourself pounding your head against the wall trying to figure out a simple way for your team to delete a single Conversation in Intercom? For a long time the only way to delete a conversation was by deleting the Intercom User or Lead associated with the Conversation. But by doing this you not only delete that single Conversation, you also delete that User/Lead and every other conversation that is associated with them. Recently our Engineering team added a ‘Delete a Conversation’ call to the Unstable version of our REST API. This new endpoint a

Hey Community!  👋 It’s Noor here from the Customer Education team at Intercom.I wanted to share a helpful tip that’s made a big difference for our customers at Intercom, which is to"Prevent Customers Reopening Closed Conversations". It’s a simple setting that can really clean up your reporting and make your support process smoother. 🚀 This setting can be found in your Messenger settings, under the Control Inbound Volume section. By preventing customers, or visitors, from reopening closed conversations, you encourage them to start new ones for each new question.  Why is this important or how is it going to benefit your support workflows?It keeps separate customer queries from getting mixed up, making it easier to track how long it takes to resolve each problem. When d

Hi Intercom Community! We’re back with another Intercom Quick Win, and this one’s about managing SLAs. 🚀 Have you noticed your conversations going out of SLA before your agents even have a chance to catch up on the thread or greet the customer? This often happens because the time customers spend interacting with Fin AI Agent or going through a Workflow counts towards your SLA. Here’s a simple fix: set up a separate Bot Inbox in your Automation Settings. This way, any conversation that starts with Fin AI Agent or a Workflow will appear in a separate inbox. Your SLAs won’t start ticking until the conversation is assigned out of that inbox and into the right hands. By turning on this separate bot inbox, you can also exclude the time customers spend with Fin AI Agent or in a Workflow from your reporting. This gives you a clearer picture of how long it really takes for your agents to respond and follow up.

Hey folks 👋 I'm Sarah, a Customer Support Specialist in Dublin, we may have spoken before if you've ever written into the support team. A common question I get asked, is if it’s possible to send follow up messages to users based on their response to a Survey and the answer to this is absolutely! When you create a Survey in Intercom, you can choose to save the Survey answer the user selects as a user attribute by clicking here 👇 You can then create a Proactive support message, to follow up with users based on the answer they have chosen, by using this attribute in the audience rule 👇 The above Email will now send to users who have rated less than 3 in the Survey. 

I’m Brandon, the Workforce Manager on the Customer Support team at Intercom. My primary responsibility at Intercom is to ensure that we have the right people, at the right place, at the right time in order to answer our customers’ queries in a timely fashion - and we’ve partnered with the workforce management tool Assembled to make this process easier for myself.With Assembled, we are able to connect Intercom directly to the tool through API integration. In doing so, Assembled is able to ingest and track the number of conversations that flow through all our specific inboxes. The tool then uses this historical data, along with configurable inputs I provide, to generate future short-term forecasts. I then apply manual adjustments within the tool to fine tune a forecast that is most aligned to our business model.

Hello Intercom Community! I’m Dulce, a Customer Support Manager here at Intercom 👋🏽 I also happen to be the newest addition to the NORAM manager crew based in the Chicago office. One of the things that has impressed me about our Support department is the partnership we have in place with the R&D team. As Support leaders, we know the bridge between R&D and Support is a critical one to maintain for many reasons… To ensure the product is evolving in a way that strives to meet customer demand To internally prepare for new product launches and equip our team with the knowledge & resources to enable customer success

Hi everyone, Declan here, leader of our Support team at Intercom. I’ve worked with many Support tools throughout my career and one of the most important features is a real time view of the state of the queues (or “the inboxes” as we call them at Intercom). The Real-time dashboard feature within Intercom is my go-to space every morning and throughout the day to understand how many conversations are waiting, for how long and for which sub-teams within my organisation. This gives me the high level overview I need and helps me pinpoint where I need to follow up with my team to re-allocate resources or strategise around further capacity planning.

Within Intercom’s Customer Support team, we have an “On-Call” team made up of tenured teammates who have the responsibility of helping their colleagues answer more complex customer questions. Previously, these questions were raised through a different instance of the Messenger and funnelled into an entirely separate Intercom workspace, apart from our Support team’s main Intercom workspace. With the launch of our Tickets feature, we saw a unique opportunity to funnel these inquiries into our main Intercom workspace, streamline the process and remove the inefficiency of having two workspaces. To raise a Ticket with our On-Call team, our Support team simply opens the Messenger in their Intercom w