- Laying the foundations
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Setting up your profile and notification settings
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How to invite teammates in Intercom
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Managing permissions with Roles
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How to create and manage team inboxes
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Workload management explained
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Navigate your way around your inbox
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How to handle issues via tickets
- Categorizing your conversations
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Conversation tags vs attributes explained
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How to create and use tags
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How to create and use conversation attributes
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How to use topics
- Create macros to save time
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How to create and use macros
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How to use macros for customer support
- How to train your team
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Scheduling, staffing, reacting to events
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Set clear expectations for team communication
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Build a high performing team of continuous learners
- Import your data to Intercom
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How to forward your emails to Intercom
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Set up your support channels
- End
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Recap
Fundamentals for support managers
Lead a high-performing, AI-first team to hit aggressive automation targets.
Whether you're new to support management or just starting out with Intercom...
You're welcome to this course! Our goal here is to help you understand the foundations of support management in Intercom and how to get started. If you're responsible for any tasks in the learning objectives below, then you’re in the right place.
In this course, you’ll learn practical tips and best practices straight from experienced support leaders. We’ll guide you through how to get started and encourage opportunities to reflect on how things are currently set up. This way, you can use what you've learned to fit your unique team and goals.
Learning objectives
- Invite your team and teammates.
- Manage their roles, permissions and teams.
- Understand workload management, and set up your profile and notification settings.
- Schedule, reassign, allocate head count and react to events.
- Organize your inbox by Views to make sure you stay updated on what matters most.
- Set up inbox efficiency features like macros, and set up tags and conversation data attributes to capture valuable conversation information.
- Apply the best practices from our support leaders on how to train your team and set a standard for their support.
By the end of the course, you’ll have the tools and insights to build an efficient, high-performing support team and make the most of Intercom’s powerful features.
Ready to start? Grab everything you need and let's get to it!
