Responding to users and visitors

Real advice from the Intercom support team on delivering faster, more personal support.

22 articles in this collection
Written by Zara Burke and Ruairí Galavan
Respond to issues quicker

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 Zara Burke
Updated over a week ago

Snooze a conversation

You and your teammates should snooze any conversation that’s still active, but temporarily on hold. For example, when you’re waiting on more information from a customer or another teammate, you...
Written by Zara Burke
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 Zara Burke
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 Zara Burke
Updated over a week ago

Never miss a conversation or sign up

Get notified of conversations by email, desktop or mobile and receive a daily sign-up email.
Written by Zara Burke
Updated over a week ago

Shorten your response times with saved replies

Speed up your response time. Write, format, personalize and send saved replies to common questions.
Written by Zara Burke
Updated over a week ago

Prioritize responding to customers who’ve been waiting longest

With Intercom Respond, you can sort your conversations by who’s been waiting longest for a reply. Just visit your team inbox and select ‘waiting longest’ at the top of your...
Written by Zara Burke
Updated over a week ago