Viewing: www.intercom.com

Trusted by 30,000+ leading brands

Fast, modern, and built for collaboration

An AI assistant for every agent

Copilot provides instant answers, so your team can focus on customer relationships.

Fast, modern, and fully configurable

Optimize how you work with a flexible, easy-to-use interface designed for speed.

A central hub for easy collaboration

Team Inboxes connect your teams, channels, tickets, and data into one single workspace.

Copilot

Increase agent efficiency by 31% with Copilot

Intercoms Copilot gives every support agent a personal AI assistant. It provides instant answers, so your team can stop wasting time and focus on what really matters: forging deeper relationships with customers.

Expert training, troubleshooting and guidance+-
Copilot can help agents troubleshoot issues, or with onboarding and internal training materials.

[i2y2-product-page-asset-backgrounds-towns-and-cities-02-5_4]

[i2y2-product-page-asset-inbox-feature-highlight-01]

The best answers from conversation history+-
Copilot uses your conversation history to generate answers, and you choose exactly which conversation data is used.

Trusted information from any content source+-
Copilot uses the most relevant information from across internal and external content to create the best answer every time.

Deep insights, complete oversight+-
Keep an eye on how support teammates are using Copilot, and set permissions for which content and conversations it can pull from.

[i2y2-product-page-asset-inbox-content-block-01]

[i2y2-product-page-asset-backgrounds-towns-and-cities-06-1_1]

AI Inbox Translation

Make every agent fluent in +45 languages

AI instantly translates messages in the Inbox across every channel, so agents can speak to customers in +45 languages, and you can scale your support to any region.

Modern design

[i2y2-product-page-asset-inbox-columned-media-01]

Fully configurable

Customize your Inbox with dark mode, layout options, and multilingual preferences.

[i2y2-product-page-asset-inbox-columned-media-02]

Keyboard-first

With command+K, you can access your whole Inbox with one, simple shortcut.

[i2y2-product-page-asset-inbox-columned-media-03]

Powerful macros

Create saved replies and actions, like assign or close a conversation, and apply with one click.

Tickets

Tickets that continue the conversation

Learn more

Customer Tickets+-
Move seamlessly between conversations and tickets and share real-time customer updates.

[i2y2-product-page-asset-backgrounds-towns-and-cities-10-5_4]

[i2y2-product-page-asset-inbox-feature-highlight-05]

Back-office Tickets+-
Assign tickets to back-office teams and ensure everyone has the context they need to collaborate more efficiently.

Tracker Tickets+-
Easily share updates and resolve issues impacting multiple customers with a single ticket.

Omnichannel

All of your channels together

Conversations from every channel route directly to your Inbox for easier prioritization, faster resolutions, and high-quality customer experiences.

Learn more

Support your customers where they are+-
Customers can use live chat, email, SMS, WhatsApp, Facebook, and more.

[i2y2-product-page-asset-backgrounds-towns-and-cities-13-5_4]

[i2y2-product-page-asset-inbox-feature-highlight-08]

Calls and conversations in one place+-
Use phone calls, video calls, and screen sharing to troubleshoot customer issues faster with modern, native phone support.

Any channel in any language+-
Provide personalized, conversational customer experiences, no matter what the channel or language.

Data and Integrations

Fully integrated customer context

[i2y2-product-page-asset-inbox-columned-media-05]

Easily accessible customer data

Expand the right-hand sidebar for rich customer data and context thats easily customizable.

[i2y2-product-page-asset-inbox-columned-media-06]

Apps and integrations

Connect pre-built integrations like Slack, Jira, and Salesforce to access vital info without leaving Intercom.

Reporting

Optimize your teams performance in real time

Learn more

Manager views+-
View all the conversations your teammates are having with an Inbox view tailored to your team goals.

[i2y2-product-page-asset-backgrounds-towns-and-cities-18-5_4]

[i2y2-product-page-asset-inbox-feature-highlight-11]

Real-time dashboard+-
Monitor current support volume, team capacity, and KPIs so you can allocate resources fast, and effectively.

Reporting+-
Track, manage, and improve your teams performance with our easy-to-use reports.

Additional features

[i2y2-product-page-asset-inbox-columned-media-07]

Workload management

Create team assignment methods and prioritization rules to ensure conversations are assigned to the most relevant teammate.

[i2y2-product-page-asset-inbox-columned-media-08]

SLAs

Set SLA targets to prioritize urgent conversations, provide VIP support, and track your teams performance.

[i2y2-product-page-asset-inbox-columned-media-09]

Workflows

Use our visual builder to automate your teams workload with assignment rules, SLAs, time-saving bots, and more.

Helpdesk Updates

Over 60 improvements to the helpdesk you use everyday

The features you've been asking for and improvements you'll notice every day.

20 Updates Shipped

Inbox

Composer drafts
Translation quality feedback
Side conversation notifications
Edit sent notes
Unassign unsnoozed conversations
Auto-unassign when away
SLA sorting (FRT, NRT, TTC, TTR)
Skip away mode in Round Robin
Company pop-over with ID, copy, and open
Side conversations export
Bulk edit admin statuses in Realtime Dashboard
Delete user notes
Channel indicators on conversations
Search in Views
Duplicate a View
Inbox assignment limits
Conversation events UI updates
Slack side conversations
Invite configuration for team inboxes
Delay send / undo send

11 Updates Shipped

Phone

Call transfer to workflows
Warm transfer to team
CSAT for outbound calls
Phone numbers for brands
Recording consent (GDPR)
Default outbound phone number
Default outbound numbers for callbacks
Quick reply stored on conversations
Country-specific dial tones
Enhanced call lifecycle and assignment visibility
11 new call metrics

10 Updates Shipped

Data Foundations

Data Connectors: pre-signed URLs
Data Connectors: pre-configured OAuth providers
Data Connectors: Execution Results API
Data Connectors: health metrics
Data Connectors: authentication improvements
Data Connectors: action dependency observability
Activity Log Event Types API
Azure Blob Storage for conversation data export
Shopify onboarding for new signups
Public API v2.15

23 Updates Shipped

And many more

Split delete permissions (replies vs notes)
Macros permissions (create, edit, delete)
Inbox permissions (trigger data connectors, reassign when away)
Teammate profile permissions (edit own, edit others)
Conversation permissions (participants, merge, creation)
BPO permission restrictions (GDPR visibility control)
Select ticket state when converting
Change ticket type after creation
Require ticket attribute on close
Track ticket state transitions in API
Tickets Portal: restrict user visibility
Push notification management per device
Holiday office hours
Attachments improvements (bulk upload, carousel, grid)
AI titles in Messenger
Email recipients status
Native Discord integration with Fin
Scheduled external reports (GA)
Ticket time to resolve in office hours
Workspace avatars
Disable team mentions at workspace level
New macro actions: re-open conversation & set ticket state
Conversation auto deletion

The Inbox for more efficient agents and better service

Dovetail

Gifted

A huge thing that I really wanted was a tool that looked good and felt good to use. Its very obvious that its been cared for like that. And I spend more than eight hours a day in this tool, so if it feels bad to use and looks clunky, then Im going to have a bad time and I wont enjoy it.

Pat BarlowSupport Lead at Dovetail

The AI Inbox features are awesome! The summarize option makes it easy to summarize long conversations and saves us a ton of time.

Barak ElishaCustomer Success Manager at Gifted

A huge thing that I really wanted was a tool that looked good and felt good to use. Its very obvious that its been cared for like that. And I spend more than eight hours a day in this tool, so if it feels bad to use and looks clunky, then Im going to have a bad time and I wont enjoy it.

Pat BarlowSupport Lead at Dovetail

The AI Inbox features are awesome! The summarize option makes it easy to summarize long conversations and saves us a ton of time.

Barak ElishaCustomer Success Manager at Gifted

FAQs

What is the Intercom Inbox?

The Intercom Inbox is a shared, omnichannel workspace where your support team manages every customer conversation in one place. It brings conversations from email, live chat, phone, WhatsApp, and social apps into one inbox, with Copilot for instant AI assistance, AI-powered ticketing, and real-time reporting. For the proactive side, reaching customers before they contact support, see Outbound.

Maximize productivity with an AI-enhanced Inbox

Fast, modern, and built for collaboration

An AI assistant for every agent

Fast, modern, and fully configurable

A central hub for easy collaboration

Increase agent efficiency by 31% with Copilot

Expert training, troubleshooting and guidance

The best answers from conversation history

Trusted information from any content source

Deep insights, complete oversight

Expert training, troubleshooting and guidance+-Copilot can help agents troubleshoot issues, or with onboarding and internal training materials.

The best answers from conversation history+-Copilot uses your conversation history to generate answers, and you choose exactly which conversation data is used.

Trusted information from any content source+-Copilot uses the most relevant information from across internal and external content to create the best answer every time.

Deep insights, complete oversight+-Keep an eye on how support teammates are using Copilot, and set permissions for which content and conversations it can pull from.

Make every agent fluent in +45 languages

Modern design

Fully configurable

Keyboard-first

Powerful macros

Tickets that continue the conversation

Customer Tickets

Back-office Tickets

Tracker Tickets

Customer Tickets+-Move seamlessly between conversations and tickets and share real-time customer updates.

Back-office Tickets+-Assign tickets to back-office teams and ensure everyone has the context they need to collaborate more efficiently.

Tracker Tickets+-Easily share updates and resolve issues impacting multiple customers with a single ticket.

All of your channels together

Support your customers where they are

Calls and conversations in one place

Any channel in any language

Support your customers where they are+-Customers can use live chat, email, SMS, WhatsApp, Facebook, and more.

Calls and conversations in one place+-Use phone calls, video calls, and screen sharing to troubleshoot customer issues faster with modern, native phone support.

Any channel in any language+-Provide personalized, conversational customer experiences, no matter what the channel or language.

Fully integrated customer context

Easily accessible customer data

Apps and integrations

Optimize your teams performance in real time

Manager views

Real-time dashboard

Reporting

Manager views+-View all the conversations your teammates are having with an Inbox view tailored to your team goals.

Real-time dashboard+-Monitor current support volume, team capacity, and KPIs so you can allocate resources fast, and effectively.

Reporting+-Track, manage, and improve your teams performance with our easy-to-use reports.

Additional features

Workload management

SLAs

Workflows

Over 60 improvements to the helpdesk you use everyday

The Inbox for more efficient agents and better service

FAQs

What is the Intercom Inbox?

How does Copilot help support agents work faster?

Which channels can agents manage from one inbox?

Can agents support customers in other languages?

How do tickets work alongside live conversations?

Does the Inbox integrate with tools like Salesforce, Slack, and Jira?

Can managers track team performance from the Inbox?

How do I get started with the Intercom Inbox?

Get the fastest AI-enhanced Inbox today

Expert training, troubleshooting and guidance+-
Copilot can help agents troubleshoot issues, or with onboarding and internal training materials.

The best answers from conversation history+-
Copilot uses your conversation history to generate answers, and you choose exactly which conversation data is used.

Trusted information from any content source+-
Copilot uses the most relevant information from across internal and external content to create the best answer every time.

Deep insights, complete oversight+-
Keep an eye on how support teammates are using Copilot, and set permissions for which content and conversations it can pull from.

Customer Tickets+-
Move seamlessly between conversations and tickets and share real-time customer updates.

Back-office Tickets+-
Assign tickets to back-office teams and ensure everyone has the context they need to collaborate more efficiently.

Tracker Tickets+-
Easily share updates and resolve issues impacting multiple customers with a single ticket.

Support your customers where they are+-
Customers can use live chat, email, SMS, WhatsApp, Facebook, and more.

Calls and conversations in one place+-
Use phone calls, video calls, and screen sharing to troubleshoot customer issues faster with modern, native phone support.

Any channel in any language+-
Provide personalized, conversational customer experiences, no matter what the channel or language.

Manager views+-
View all the conversations your teammates are having with an Inbox view tailored to your team goals.

Real-time dashboard+-
Monitor current support volume, team capacity, and KPIs so you can allocate resources fast, and effectively.

Reporting+-
Track, manage, and improve your teams performance with our easy-to-use reports.