AI-Agents for Customer Service working with Intercom
Intercom is the Engagement OS, an open channel between customer and business that is in the product, in the moment, and on their terms. We break down silos, unifying data and systems to create an ongoing dialogue, so companies can make the most of every opportunity.
Carry flagged customer chats into a team discussion with a clear question.
Get a focused question in a private group chat and the handoff link in your inbox when a customer chat needs a teammate's judgment.
32 toolsDraft customer email replies and send them to the assigned approver.
Your chosen approver gets a proposed reply beside the customer's message, ready to review before anyone answers.
24 toolsPass unresolved customer cases to specialists with a clear handoff.
Your specialists get the customer's request and a clear next step, while former owners know who took over the case.
26 toolsKeep common how-to emails moving with approved article replies.
Your customers get how-to answers from your help center, and your support lead gets questions those articles cannot answer.
8 toolsReply to common support emails and flag policy exceptions.
Your routine support emails get a reply in the same conversation, while cases needing judgment land in your lead's decision list.
10 toolsAcknowledge portal requests on verified tickets or flag missing ones.
Your customers get a reply with their ticket link after a confirmed match. Your support team hears about requests that need attention.
34 toolsAcknowledge customer chats after review and hand off urgent requests.
Customers get a reviewed reply while their usual contact is away. Urgent requests reach the teammate covering for them.
14 toolsAcknowledge after-hours tickets and send the next shift its waiting list.
Customers get a receipt after hours, and your next support shift sees which tickets still need a personal reply in team chat.
21 toolsAnswer account questions in chat and route exceptions with the facts gathered.
Your customers get policy-linked answers to routine account questions, while exceptions reach your support team with the facts in hand.
12 toolsAssign escalated requests with the conversation and available files.
Your escalated support requests reach a named person with the conversation, available files, and a clear next step.
13 toolsDraft first chat answers from the team's approved responses.
Get a suggested first reply in your private review chat, alongside the customer's question and any detail that needs your judgment.
22 toolsReply to clear FAQ tickets and leave other questions open for Agents.
Your customers hear back by email on familiar questions, while tickets needing a personal answer stay open for your support team.
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