The Inbox

How to get the most from your Inbox

No more switching tabs. Get all the context on your conversations and take action directly in your inbox.

Written by Jordan Shefrin
Updated over a week ago

Tips for using Intercom to help with your COVID-19 response

Some ways you can use Intercom to offer your customers quality, personal support during high pressure or high volume situations.

Written by Damon Alexander
Updated over a week ago

Get started with Inbox

Install Intercom, customize the Intercom Messenger and start talking with your customers.

Written by Damon Alexander
Updated over a week ago

Intercom's Inbox explained

Provide fast and personal customer support with Intercom's Inbox.

Written by Damon Alexander
Updated over a week ago

Assign conversations evenly using round robin

Share new inbound conversations evenly among your team

Written by Phil
Updated over a week ago

Forward your email to your team inbox

Automatically send emails from your email clients to teams or teammates in Intercom.

Written by Damon Alexander
Updated over a week ago

Mapping email replies to inbound address using custom domains

Map sender address to the same inbound email address that customers contact you on.

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Written by Pranavasthitha Tandra
Updated over a week ago

Manually qualify leads as you chat

Know who your leads are, and add qualification data about them as you chat.

Written by Ruairí Galavan
Updated over a week ago

Assign conversations to teammates and teams

Manually or automatically assign specific conversations to teammates or teams.

Written by Damon Alexander
Updated over a week ago

Get context on conversations fast

Quickly see how urgent each conversation is, and get context behind every message.

Written by Ruairí Galavan
Updated over a week ago

Loop teammates into conversations

Add internal notes to conversations and discuss customer questions behind the scenes with teammates before replying.

Written by Ruairí Galavan
Updated over a week ago

Start new outbound conversations from the Inbox

Initiate a new conversation directly from the Inbox with an existing user or lead

Written by Damon Alexander
Updated over a week ago

Get context fast with user and company profiles

Answer questions about your users and their company like when they were last active and what plan they’re on.

Written by Ruairí Galavan
Updated over a week ago

Prioritize your most important conversations

Reply to urgent conversations faster by marking them as priority.

Written by Damon Alexander
Updated over a week ago

Work as a team and respond to conversations at scale

Automate your sales workflow and move faster in your team inbox.

Written by Ruairí Galavan
Updated over a week ago

Snooze a conversation

Set a reminder to follow up with conversations that are on hold by snoozing them.

Written by Ruairí Galavan
Updated over a week ago

Manage group conversations

How to add and remove customers from group conversations.

Written by Ruairí Galavan
Updated over a week ago

Search and filter your conversations in Inbox

How to search and filter your conversations by keyword, tag, user, assignee, and date ranges.

Written by Damon Alexander
Updated over a week ago

Prioritize responding to customers who’ve been waiting longest

Reorder your conversations list to reply to customers who are waiting the longest first.

Written by Damon Alexander
Updated over a week ago

Prevent replies after you close a conversation

Encourage your customers to open new conversations after issues are resolved.

Written by Damon Alexander
Updated over a week ago

Customize your Inbox with apps

Get the context you need so you can support your customers faster.

Written by Damon Alexander
Updated over a week ago

Dynamically link to other tools from the Inbox

Use ‘Quick Links’ to access your customer or company information in other tools, directly from the Inbox.

Written by Damon Alexander
Updated over a week ago

Customize your inbox for faster support workflows

Get more context on your conversations and take action directly in your inbox.

Written by Phil
Updated over a week ago

Close deals faster with an inbox customized for sales

Get the info you need to convert leads as you chat, by adding apps to your inbox.

Written by Liam Keegan
Updated over a week ago

See a custom list of conversations in real time with Inbox views

Build a custom filtered view of your inbox, and monitor the conversations most important to you.

Written by Damon Alexander
Updated over a week ago

Using macros in the inbox

Speed up your workflows by triggering multiple actions at once with macros

Written by Damon Alexander
Updated over a week ago

Archive or delete unused SLAs (Service Level Agreements)

This article explains how to archive and delete SLAs for an organized workspace.

Written by Damon Alexander
Updated over a week ago

Creating and managing macros

Speed up your workflow with customisable and easily repeatable actions

Written by Damon Alexander
Updated over a week ago

Hit your response time targets with SLA rules

Deliver the consistent experience customers expect.

Written by Damon Alexander
Updated over a week ago

Tag conversations automatically with Rules

Automatically add tags to conversations based on rules you define — Make it easy to report on conversation trends.

Written by Damon Alexander
Updated over a week ago

Automatically reassign conversations when you’re away

Turn on 'away mode' and reassign your replies when you're unavailable.

Written by Ruairí Galavan
Updated over a week ago

Assign new conversations in the inbox by round robin

Share new inbound conversations evenly among your team.

Written by Liam Keegan
Updated over a week ago

Automatically assign key accounts to the right owner

Connect conversations from targeted accounts to teammates in real time.

Written by Phil
Updated over a week ago

Assign replies to messages by round robin

Share leads who reply to your ongoing messages evenly with your team.

Written by Liam Keegan
Updated over a week ago

Assign leads round robin style among your team

Share new leads evenly with your team using round robin assignment.

Written by Liam Keegan
Updated over a week ago

Best practices for Inbox rules - Commonly used examples

Check out these example rules and adapt them to suit your business needs.

Written by Damon Alexander
Updated over a week ago

Manage high conversation volume effortlessly with workload management

Give your teammates a balanced workload by distributing conversations evenly, and limiting the number of assigned conversations.

Written by Phil
Updated over a week ago

When do Inbox rules fire?

Learn exactly when and how Inbox rules are triggered to get the best out of your Inbox automation.

Written by Damon Alexander
Updated over a week ago

Automate your inbox workflows with Rules

Learn how to automatically assign, close & tag conversations, mark conversations as priority and set SLAs for your team with Inbox rules.

Written by Damon Alexander
Updated this week

When should I use conversation topics, attributes, and tags?

Conversation topics, conversation attributes, conversation tags. What’s the difference?

Written by Damon Alexander
Updated over a week ago

Example macros and best practices

Check out these examples for inspiration, and some top tips for creating and using macros

Written by Damon Alexander
Updated over a week ago

Respond to customers faster with macros (formerly saved replies)

Saved replies have had an upgrade! Learn more about macros.

Written by Damon Alexander
Updated over a week ago

Share articles to answer questions faster

Add articles to conversations to quickly resolve your customers' questions

Written by Damon Alexander
Updated over a week ago

Share apps to have more productive conversations

Help your leads and users achieve their goals faster by sharing apps in conversations.

Written by Liam Keegan
Updated over a week ago

Keep track of support requests and bugs by tagging conversations

Identify and tag the most important messages, topics and trends in your feedback.

Written by Ruairí Galavan
Updated over a week ago

Move fast with keyboard shortcuts and formatting

Quickly assign conversations, tag a user, add a note and insert stickers and smileys.

Written by Ruairí Galavan
Updated over a week ago

Choose the right conversation attributes for your business

Define the right conversation attributes to enable the most effective inbox workflows.

Written by Damon Alexander
Updated over a week ago

Respond to users and visitors on the go

Quickly reply to customer conversations on the move with the Intercom for iOS and Android mobile apps.

Written by Laura Jolly
Updated over a week ago

Using conversation data for advanced Inbox workflows

Learn how to create and use conversation data attributes — For ticket-style workflows, and advanced Inbox management.

Written by Damon Alexander
Updated over a week ago

Identify duplicate conversations in your inbox

Use the duplicate detection Task Bot to highlight customers with multiple active conversations and prevent double handling.

Written by Damon Alexander
Updated over a week ago

Welcome your users in the right way

Create an inviting team intro, let customers know when to expect a response and see when teammates were last active.

Written by Ruairí Galavan
Updated over a week ago

Our best practice guide to customer support

Personalize your responses, speak like a human and be proactive with your answers.

Written by Damon Alexander
Updated over a week ago

Customer support resources

Popular blog posts we’ve written about how to do quality customer support with Intercom.

Written by Damon Alexander
Updated over a week ago

Can I change the notification sound in Inbox?

Written by Damon Alexander
Updated over a week ago

Impersonation warning explained

Written by Ruairí Galavan
Updated over a week ago

Can I link to a specific reply in a conversation?

Share a user's reply with teammates by copying a link.

Written by Liam Keegan
Updated over a week ago

Does Intercom have keyboard shortcuts?

Speed up your workflow in the inbox by using keyboard shortcuts.

Written by Ruairí Galavan
Updated over a week ago

Can I start group conversations in Intercom?

Written by Ruairí Galavan
Updated over a week ago

Can I delete a reply I send to a user?

Delete replies to conversations that you sent in error.

Written by Liam Keegan
Updated over a week ago

How do I block spam in my team inbox?

How to block and unblock users, and view your spam list.

Written by Ruairí Galavan
Updated over a week ago

Download a transcript of your conversation

Easily share or keep record of a conversation by downloading the transcript.

Written by Liam Keegan
Updated over a week ago

Accessing unsupported attachment file types

Supported and unsupported file types in the Inbox and Messenger.

Written by Penny-Merelle
Updated over a week ago

How do I remove company email addresses from group conversations?

Written by Ruairí Galavan
Updated over a week ago