Intercom for Human Support

  • 6 Topics
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6 Topics

Jacob Cox
Jacob CoxCustomer Support Engineer
posted in Intercom for Human Support

Delete a Single Conversation Directly From Your Help Desk

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 allows your team to delete a single conversation from your Intercom workspace without having to delete the associated Intercom Contact! This is a step in the right direction, but making an API call isn’t always super convenient. Also, those three letters API, can strike fear in the hearts of those customers who don’t have a little bit of coding experience under their belt. What follows is a solution for deleting a single convers

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Jacob Cox
18 days ago
Sarah H11
Sarah H11Custom Support Specialist 2
posted in Intercom for Human Support

Target messages to users based on Survey responses

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.  Hope this helps and happy Surveying!! 😊

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Sarah H11
4 months ago
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Brandon S13Employee
posted in Intercom for Human Support

How we manage low-touch forecasting and scheduling (partnering with Assembled)

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. Once we input the team’s weekly schedule and time off into Assembled, the staffing timeline updates to display our projected supply versus our forecasted demand. I then schedule

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8 months ago
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DulceCommunity Manager
posted in Intercom for Human Support

Partnering with R&D on Bug Management

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 To enable Support to be an efficient link between the customer and R&D on bug identification and software maintenance One of the recent projects I undertook was to do some “spring cleaning” in the bug management space. My 2 key objectives were to A) improve how we communicate with our customers on bug prioritisation & resolution time and B) provide clear

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1 year ago
Declan I
Declan IVP, Customer Support
posted in Intercom for Human Support

Using Inbox Dashboards for a bird’s eye view of your team’s backlog

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. You can learn more about the feature here and you can use whatever filters make sense for you and your team, but I would recommend always keeping an eye on Waiting for First Reply. This shows you how many customers have opened a conversation but have not had anyone from the team respond to them yet, which we refer to as our backlog.  How manageable

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Declan I
1 year ago
Eric Fitz
Eric FitzEmployee
posted in Intercom for Human Support

How we use Tickets for our internal On-Call team

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 workspace (the benefit of having our Support team work from “our” instance of Intercom!) and start a new conversation, where they’ll be greeted by an Inbound Workflow. Once they follow the steps in the Workflow to ensure that their question is routed to the correct On-Call team, they’re presented w

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Eric Fitz
1 year ago
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