While we don’t have specific documentation that outlines how to train your team, we’ve got a ton of resources in our Help Center I think would be helpful here!
I’d recommend checking out this article that is focused on how to utilize our Inbox product to make sure that your customers get connected with the right people right away to help you close out conversations faster.
I’d also recommend taking a look at our articles on custom bots as well as answer bot to look into solutions that close out conversations without even having to be triaged by a member of your team.
Finally, I’d recommend using our Product Tours to help train your team initially! These are a great set of pre-recorded demos to help your team learn the ropes of how Intercom works.
Hopefully those resources are helpful to give you an idea of how you can maximize Intercom to manage conversation volume and make sure your support team is only handling conversations that need that personal touch.