ActionHand off to the Intercom inbox your team already works in
When a customer needs something the agent can't do, like a refund or an account change, it writes up what they asked and what it already checked, then files an Intercom ticket of the type you chose.
Sign-ups open at launch.
At a glance
- Type
- Configured action
- Plan
- Counts toward your action allowance
- Needs
- An Intercom workspace
- One action per
- Ticket type
What happens in the conversation
The right queue
You choose the ticket type once, which decides where the ticket lands. The agent never guesses.
Context already attached
Each ticket says what the customer asked for and what the agent already checked.
The chat is handed over
Filing a ticket escalates the conversation, and the agent stops replying so your team can take it from there.
Written to be read
Some ticket types are visible to the customer, so the agent writes every ticket as if they'll read it.
Switch it on
- Step 1
Connect Intercom once in Settings → Integrations.
- Step 2
Add an Intercom action on the Actions page and choose which ticket type it files.
- Step 3
Ask for something only your team can do in the playground and check the ticket in Intercom.
Questions
It depends on the type. Intercom's Customer tickets are visible to the person in their Messenger. The action form tells you which kind you picked.
No. The conversation is escalated and the agent stops replying, so the customer isn't told a person is coming and then answered by the bot.
Works with
More actions
Collect leads
Asks for the details you need (email, phone, company, what they're after) and saves them onto the contact.
Escalate to a human
Flags the chat for your team and stops replying, so a person picks it up with the history intact.
Book a meeting with Calendly
Offers real times from your Calendly event and books the one the customer picks, right in the chat.
Open a case
Logs work that can't be finished in the chat, like a refund or warranty claim, as a numbered case.
Alert your team in Slack
Posts the conversation into a Slack channel when something needs eyes on it right away.
Send a button
Adds a tappable link to the reply (checkout, help centre, tracking page), drawn natively by each channel.
Call your own API
Sends the details it collected to any endpoint you configure, then uses the response in its reply.
Look up a Shopify product
Checks price, sizes and stock in your Shopify catalogue and shows the product as a card. No app to install.
Send a Shopify checkout link
Puts what the customer chose into a cart and sends a link to your own Shopify checkout.
Create a Linear issue
Turns a reported bug or feature request into a Linear issue on the right team, in the customer's own words.