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Hi everyone,

Our CS team is accustomed to receiving personalized Slack notifications for events like client replies, internal notes, etc., as supported by our previous platform provider.
 

However, it appears that Intercom offers limited options for triggering built-in notifications, and the Slack integration only allows updates to be posted in channels, rather than directly to individual CS agents based on conversation assignments.
 

I’d love to hear how others are addressing this. Are there any effective workarounds you’ve implemented within Intercom using automation, or perhaps an app that helps manage team member notifications? For us, personalized notifications are crucial due to high incoming volumes, as they act as timely reminders for agents to check specific client conversations that are currently in progress. Any insights or suggestions would be greatly appreciated!

Hey Patrīcija, Shaq from the Support Engineering team here! 👋

I think I can provide some insight here. In the past I’ve worked with teams to create custom Integrations involving Slack. We used a platform called Make.com but I’ve also help configure this in Zapier. These platforms are no-code so they are accessible to most people even without intensive technical knowledge. 

I’ll use Zapier.com as an example. First we’d select the events we want to watch like conversations being replied to, or new conversations being created. 

 

 

 

Then we would select the Slack Module and choose the option to send Direct messages:


 

 

From here we can customize the message and also add any filters that your team may need. Can I have you review this and give it and try and let me know if it helps? 
 



 

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