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Hello. I have difficulty with my "All" inbox in Intercom. After I linked all my email, instagram and facebook accounts, I received messages from customers. However, the inbox shows everything from customers and it looks very messy. How can I separate each file in the inbox, so that emails are in a separate folder, Instagram is in a separate folder?

3 replies

  • New Participant
  • 2 replies
  • August 21, 2024

Hi Ryan, try using workflows under automation tab. This will help you to seperate different chat or tickets into different teams or folders you have in your Intercom Org.


Jessica Quinn
  • New Participant
  • 2 replies
  • August 21, 2024

Hey Ryan! If you’re just trying to look at conversations from different channels in their own views and not assign them based on the channel/ method of communication (i.e. if it came in via email, Instagram, or Facebook), you can make folders and views to see them separated out instead of all lumped together in the “All” section. 

I have set up a folder for “Conversations by Channel” and then within this folder, I have created/ pinned views for each channel. For example, you can make a view called “All Email Conversations” and then the criteria for that view could be “initial channel is email,” (and you can make a view for Instagram and another view for Facebook, etc.). 😊
 



Here is the help center article for views and folders: https://www.intercom.com/help/en/articles/6588834-organize-your-help-desk-with-custom-views-and-folders


Nathan Sudds
Expert User ✨
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  • Top Expert
  • 286 replies
  • August 21, 2024

@Ryan Nguyen  I was going to suggest exactly what @Jessica Quinn did above, using views you can separate the channels or combine related ones into a category like Social Media and then have your other Inbox.   Or also if you have Teams features you can create teams related to the channels/roles that make sense for or organization as well as the workflow features @Basab Datta mentioned too. 

Intercom has quite a few powerful features to make it work the way your team or mind works so it’s not overwhelming -- great to have the community coming together to help each other deal with the overwhelm! :)


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