-
Introduction
- Your workspace
-
Your Intercom workspace
-
Set up your Intercom profile
-
Setting your online status
- The Intercom Inbox
-
An overview of the inbox
-
Conversations vs Tickets
-
The conversation list
-
The conversation space
-
The conversation details panel
-
Using Fin AI Copilot
-
Create and use macros
- Supporting customers in the Inbox
-
How conversations arrive in your inbox
-
Adding context in the inbox
-
Level up: PREACH - a guideline for your tone
-
Composing a response
-
Level up: Saying no to customers
-
Conversation ratings
-
Using inbox shortcuts
-
Recap
Fundamentals for support agents
Onboard your team to their agent experience.
Whether you're new to Intercom or a seasoned support agent looking for a refresher, this course is for you. You'll learn how to set up your workspace, navigate the inbox, and manage conversations efficiently—all to help you provide fast, effective, and delightful support.
Since much of your time is spent in the inbox, we'll focus on best practices and practical tools to streamline your workflow, reduce resolution times, and enhance the customer experience. By the end of this course, you'll have the skills and confidence to excel in your role and keep your customers happy.
Learning objectives
-
Navigate the layout of the Intercom platform effectively.
-
Set up your Intercom profile and configure optimal notifications.
-
Communicate your availability using status indicators and auto-reassignment tools to set expectations and prevent delays.
-
Navigate the inbox rapidly to find what you need quickly, improving speed and accuracy in handling requests.
-
Distinguish between conversations and tickets to ensure each query is handled using the most appropriate method.
-
Manage conversations efficiently at scale, prioritize high-impact work, and save time on repetitive tasks.
-
Master the layout of a conversation, including actions like snoozing, closing, and managing participants, to confidently handle each stage of the customer conversation.
-
Customize the right-hand panel with apps, attributes, and tools for context-rich support to boost accuracy and quality of responses.
-
Use Fin AI Copilot to assist with questions, retrieve internal knowledge, and improve response quality and resolution time.
-
Build and use macros to deliver consistent replies and trigger useful follow-up actions, saving time and ensuring consistency across teams.
-
Explain how conversations are routed through balanced, round robin, or manual assignment methods.
-
Use tags, notes, and mentions to track trends and collaborate with teammates inside the inbox.
-
Apply Intercom’s tone guidelines to uphold your team’s high-quality support standards.
-
Compose messages with clarity and care, responding faster and more thoughtfully.
-
Say “no” constructively—offering alternatives, being transparent, and maintaining the relationship.
-
Influence conversation ratings through agent behavior for continuous improvement.
-
Discover time-saving shortcuts and tips to boost speed and comfort in the inbox.
