We’ve noticed that when customers ask highly technical or manufacturing-related questions, it can be challenging to give clear, accurate responses quickly—especially when support agents need deeper product or process context.
For example, inquiries related to custom manufacturing components or production tooling often require collaboration between support, engineering, and operations. I’m curious how others here manage these kinds of conversations inside Intercom.
-
How do you structure workflows in Intercom for complex technical queries?
-
Do you use internal notes, macros, or automation to handle questions around specialized processes like jigs and fixtures tooling?
-
Have you found effective ways to link helpful technical resources directly within conversations to reduce back-and-forth?
For reference, this is the type of technical resource we sometimes need to share with customers when explaining manufacturing setups or capabilities related to jigs and fixtures tooling.
Would love to hear how you’re optimizing Intercom for more technical, industry-specific customer support discussions.
