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Whether you want to reply to a question or start a conversation, we've got you covered with two-way messaging in the Inbox.

The Inbox

Lisa Willey

Drew Wilkinson

Lily Norton

Learn how to set up an automated message that replies for you when you're unavailable.

Setting Up an Away Message

This article explains the different inbox views and what they allow you to do.

Understanding the Different Inbox Views

Get notified as soon as you receive a new message by enabling desktop browser notifications.

Enabling Browser Notifications

Remember specific details about a customer or conversation by adding notes that only you and your team can see.

Adding Notes to Conversations

Snooze a conversation and set a specific date and time to revisit the thread later on.

Snoozing Conversations

Take your messages to the next level and share files with your contacts through one-on-one messaging.

Sending Files to a Contact

Stay organized by prioritizing unanswered conversations and marking answered ones as closed.

Marking Conversations as Closed

Don't come off as a robot. 🤖 Make your conversations more human by adding emojis to your one-on-one messages. 🤗

Sending Emojis in a Message

Here's how you can quickly see the status of messages you've sent from the inbox.

Understanding the Different Inbox Message Statuses

Take control of what messages appear in your Inbox. Choose whether you want to see all messages, or just the most important ones.

Adjusting Your Message Display Options

Now you can easily locate responses to specific campaigns within the Inbox. Check out this guide to our new campaign tagging feature.

Introducing Inbox Campaign Tags, Campaign Filters, and New Response Options

Advanced Inbox Features

The waiting status lets you know how long ago an incoming message was received.

What Does “Waiting” Mean in the Inbox?

Frequently Asked Inbox Questions

No tickets or conversations found

Try selecting a different creation date range.

Tickets and conversations you've started through the messenger will appear here.

No tickets or conversations created by you

Try using different keywords or checking for typos.

Try selecting a different update date range.

Find answers and get help from Intercom Support and Community Experts

Conversations you've started through the messenger will appear here.

No conversations created by you

No conversations found

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Connect the tools your team already uses to bring data in.

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A quick lap of the product so you know where everything lives.

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This prototype demo is aware that you are reading “{title}”. It can point you back to the current article, but a production article-aware Fin contract is still follow-up work.

Prototype article-aware answer

Because you already asked about invitations, this prototype demo can add the follow-up: use the role selector before sending each invite to limit access to the teammate responsibilities.

Prototype role-limiting follow-up

This prototype demo suggests starting with your workspace profile, inviting the team members who need access, and then connecting the integrations you use.

Prototype getting-started answer

In this prototype demo, integrations are configured from workspace settings. Choose the integration, connect the account, and review the enabled permissions.

Prototype integrations answer

In this prototype demo, invite teammates from workspace settings, then choose the access each teammate needs before sending the invitation.

Prototype invite-team answer

This prototype demo does not have a scripted answer for that question yet. Try asking how to invite your team or open a source article. No production Fin API was called.

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