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Editor's Choice
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choice.
Editor's Choice
|@intercom LSS
LIAM GERAGHTY
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ntercom on Product
support operation works can also feel overwhelming. Luckily, it doesn’t have to be
- we know this from experience. At Intercom, our Customer Support team was an
early adopter of Al, giving us a head start in learning how to confidently roll out
and scale AI-powered capabilities.
This week on The Ticket podcast, Declan Ivory, VP of Customer Support, and Ruth
O’Brien, Senior Director of Automated and Proactive Support, sat down to discuss
how AI has fundamentally changed things not just for our team, but for every
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|@ intercom Your email address Subscribe
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The ultimate guide to knowledge The Ticket: Mapping out the first 90 days Introducing Fin Al Copilot: Increase agent
Search n management in the age of Al with Al-first Customer Service efficiency by 31%
Everything you need to know about effective, Al- Launching an Al-first customer service system We’re excited to reveal our latest breakthrough
optimized customer service knowledge might feel overwhelming if you don’t know where innovation - a personal Al assistant for every
management, in one comprehensive guide. to start. Here are some tried and tested tips for customer support teammate, right in the inbox.
EXPLORE MORE
Books & Guides your first three months.
Discover Fin
Product Principles / BETH-ANN SHER LIAM GERAGHTY ALISSA TYRANGIEL
Intercom on Product Senior Knowledge Manager Audio Content Producer, Intercom Staff Product Manager, Intercom
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appName: Intercom

appCategory: Business

appTagline: Making internet business personal

companyHqRegion: US & Canada

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Jane Smith turned their away mode on and did reassign their conversations. May 31, 2024, 6:57 AM PDT 158.140.162.175
HELP DESK >
T N Jane Smith turned their away mode on and did reassign their conversations. May 31, 2024, 6:56 AM PDT 158.140.162.175
IFRCE m Jane Smith turned their away mode on and did not reassign their conversations. May 31, 2024, 6:56 AM PDT 158.140.162.175
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Jane Smith turned their away mode on and did reassign their conversations. May 31, 2024, 6:56 AM PDT 158.140.162.175
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[_] Jane Smith turned their away mode on and did not reassign their conversations. May 31, 2024, 6:52 AM PDT 158.140.162.175
o Jane Smith set live your Content banner. May 31, 2024, 2:43 AM PDT 103.120.170.93
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Workflows

screenElements:
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screenElements:
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screenKeywords:
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Adding new content

screenElements:
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screenElements:
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screenPatterns:
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Add & Create

pageType: Application Application Application Application Application Application Application Application Application Application Application

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Sending an article

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PAUL ADAMS DES TRAYNOR . T RUTH O'BRIEN BOBBY STAPLETON
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PAUL ADAMS DES TRAYNOR . T RUTH O'BRIEN BOBBY STAPLETON
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Easily install Messenger on your website using NPM
‘ Shared by Louise - May 16, 2024
Introducing a new method to quickly get started with Intercom Messenger.
You can now install the Messenger on your website using our official NPM package which integrates with all
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&% Users + First name is missing val X
+ Add audience rule
No users match these rules yet

Frequency and scheduling > Start sending immediately Never stop sending
|‘ TRIGGER SETTINGS
Save and close

Customer sends any message
Trigger rule v
Channels
Select the channels you would like this trigger to apply to. You can use channel attributes to configure channel-
specific actions and content. Functionality may vary by channel.
Intercom Social Other

Web H 2 sms £ Setup SMsS

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& ios app Email
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Instagram 22 Install app reduce the
available actions for all channels.
Audience
Applies to all channels
&% Users + First name is John +
No users match these rules yet

Frequency and scheduling > Start sending immediately Never stop sending
|‘ TRIGGER SETTINGS
Save and close
Customer sends any message
Trigger rule v
Channels
Select the channels you would like this trigger to apply to. You can use channel attributes to configure channel-
specific actions ¢ nel.
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Intercom Other
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O does not contain available actions for all channels.
O is unknown
O has any value
Audience
Applies to all chz
&% Users +
No users match these rules yet
Frequency and scheduling > Start sending immediately Never stop sending
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Choose what's next
Use one of these steps to start
your workflow
Customer sends any
message I= Apply rules
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Channels .
or explore all available steps
™ Web and iOS + 2 more
+ Add step
Audience
&% Users + 1 more
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