[ Omnichannel ]

Meet your customers wherever they are

Manage all your support channels and customer conversations, from email and live chat to phone, SMS, and social, in one omnichannel platform.

Start free trial View demo

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Trusted by 30,000+ leading brands

Centralize all your channels in one connected platform

Get complete oversight

Manage all your channels in a single workspace for total visibility into every conversation and touchpoint.

Consistent, high-quality service

Maintain a consistent, personalized, and contextual customer experience across every channel.

Modernize your support

Meet your customers on the channels that suit them best, like WhatsApp, Facebook and Instagram.

On-brand email support from your inbox to theirs

Forward your existing support email, manage multiple domains and brands, create custom signatures and handle every email in one place.

Ensure every email is on-brand+-
Support multiple email domains, assign logos and create custom signatures to ensure every customer email reflects your unique brand identity.

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Continue the conversation+-
Move the conversation from live chat to email, and let customers pick up when its most convenient to them.

Track email performance+-
Monitor performance metrics and customer satisfaction to maintain high CSAT for your email support.

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Phone

Calls and conversations in one place

Use phone calls, video calls, and screen sharing to troubleshoot customer issues faster with modern, native phone support. Route, assign and automate calls with fully customizable, no-code IVR trees that shorten wait times and increase team productivity.

Learn more

Messenger

Live chat with a best-in-class Messenger

Deliver live chat support thats personalized, contextual, and on-brand across your product, app, and website.

Fully customizable+-
Customize the Messenger to match your brand, wherever your customers are within your product, app, or website.

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Self-serve enabled+-
Tailor the Messenger with self-serve apps that empower your customers to find help articles, read product updates, and more, without having to start a conversation.

Multi-brand & multilingual+-
Support multiple brands, resolve queries in 45 languages and deliver exceptional experiences within the Messenger, anytime, anywhere.

Global support is just a WhatsApp away

Modernise your support and expand your reach on the worlds most popular messaging app.

Integrate all your accounts+-
Connect and manage all of your WhatsApp business accounts in a single workspace, to ensure you never miss a message.

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Deliver context-rich support+-
Send and receive images, attachments and more directly from the Inbox, so your support agents have all the context they need to resolve issues faster.

Capture CSAT on WhatsApp+-
Monitor how satisfied customers are with the support provided, and how it compares to your other channels.

SMS and social media

Engage customers on the apps they use everyday

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Instagram

Respond to Instagram DMs, story replies and mentions directly from Intercom, and interact with customers using rich multi-media, from emojis to images.

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Facebook

Route direct messages to the Inbox, so customers can reach out directly from Facebook for a seamless experience.

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SMS

Send and receive text messages from the Inbox in 45 languages, to enable real-time, conversational support with your customers.

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

Effortless omnichannel support

Mebit.com

Rebag

Godtlevert

The biggest benefit of Intercom is that it has everything you need to create a great experience for your customers and your support team. Literally, anything you need, you can find in the platform. My advice to anyone considering Intercom is to just do it. You wont regret it.

Milan JovancevicDirector of Operations at Mebit.com

Intercom has enhanced our communications tech stack and opened up more channels that we can use to communicate with our customers, like chat, SMS, and email. The benefit of using Intercom side by side with other point solutions is that it gives you both live insight, when customers are on our website, and offline insight, when they leave and we need to re-engage them at a later stage.

Geronimo ChalaChief Consumer Officer at Rebag

To continue to win awards for our customer service, we need to have a system that helps us offer our customers the fastest possible response times. With Intercom, we have almost all of our support channels integrated into one system, making it easy for us to manage our support, as well as conduct analysis so we can take a data-driven approach to continuously improving our service.

Oda WilhelmsenNordic Customer Service Manager at Godtlevert

The biggest benefit of Intercom is that it has everything you need to create a great experience for your customers and your support team. Literally, anything you need, you can find in the platform. My advice to anyone considering Intercom is to just do it. You wont regret it.

Milan JovancevicDirector of Operations at Mebit.com

Intercom has enhanced our communications tech stack and opened up more channels that we can use to communicate with our customers, like chat, SMS, and email. The benefit of using Intercom side by side with other point solutions is that it gives you both live insight, when customers are on our website, and offline insight, when they leave and we need to re-engage them at a later stage.

Geronimo ChalaChief Consumer Officer at Rebag

To continue to win awards for our customer service, we need to have a system that helps us offer our customers the fastest possible response times. With Intercom, we have almost all of our support channels integrated into one system, making it easy for us to manage our support, as well as conduct analysis so we can take a data-driven approach to continuously improving our service.

Oda WilhelmsenNordic Customer Service Manager at Godtlevert

FAQs

What is omnichannel customer service?

Omnichannel customer service brings every conversation, across email, chat, phone, WhatsApp, and social apps, into one inbox, so your team works from one place and every customer gets a consistent experience regardless of how they reach out.

Which channels does Intercom support?

How does Intercom handle email support?

How does Intercom handle phone support?

How does live chat work in Intercom?

How do I support customers on WhatsApp, Instagram, and Facebook?

Does Fin work across all these channels?

How do I get started with omnichannel support?

Start delivering omnichannel support today

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