For support teams: Become a live chat support expert

Master the Inbox to deliver world class collaborative support to customers.

About this course

We've designed this course to align your team with best practices and boost efficiency in the Inbox.

If you’re new to using Intercom for support, this course will make you an Inbox pro in no time.

If you already use Intercom for support, enroll to sharpen your live chat skills and learn best practice tips from Inbox experts.

  • Thomas Creighton de Farias

    Product Education Manager

  • Leanne Harte

    Manager - Customer Support, Intercom

  • Brian Byrne

    Senior Product Education Specialist

  • Danielle Swanser

    Senior Product Education Specialist

  • Jack Jenkins

    Product Education Manager

Curriculum28 Mins

  • Getting started
  • Introduction
  • Preview
    Create your profile
  • Get to know the Inbox
  • Your Inbox overview
  • Getting started
  • Give your customers personal support
  • Introduction
  • Understanding and using the user profile
  • Adding, editing and removing apps
  • Apps in the Inbox
  • Replying to a conversation
  • Streamline your workflow with snooze
  • Closing Conversations
  • Conversation Ratings
  • Organizing important conversations
  • Give your customers personal support
  • Level Up: PREACH - a guideline for your tone
  • Work with your teammates to resolve issues
  • Introduction
  • Give your team extra context with notes
  • Organize issues with tags
  • Assign conversations to the right team
  • Work with your teammates
  • Level Up: Saying no to customers
  • Stay on top of your conversations
  • Introduction
  • Answer common questions quickly
  • Give customers more detailed guidance
  • Take quick actions with apps
  • Stay on top of your conversations
  • Graduation 🎓

About this course

We've designed this course to align your team with best practices and boost efficiency in the Inbox.

If you’re new to using Intercom for support, this course will make you an Inbox pro in no time.

If you already use Intercom for support, enroll to sharpen your live chat skills and learn best practice tips from Inbox experts.

  • Thomas Creighton de Farias

    Product Education Manager

  • Leanne Harte

    Manager - Customer Support, Intercom

  • Brian Byrne

    Senior Product Education Specialist

  • Danielle Swanser

    Senior Product Education Specialist

  • Jack Jenkins

    Product Education Manager

Curriculum28 Mins

  • Getting started
  • Introduction
  • Preview
    Create your profile
  • Get to know the Inbox
  • Your Inbox overview
  • Getting started
  • Give your customers personal support
  • Introduction
  • Understanding and using the user profile
  • Adding, editing and removing apps
  • Apps in the Inbox
  • Replying to a conversation
  • Streamline your workflow with snooze
  • Closing Conversations
  • Conversation Ratings
  • Organizing important conversations
  • Give your customers personal support
  • Level Up: PREACH - a guideline for your tone
  • Work with your teammates to resolve issues
  • Introduction
  • Give your team extra context with notes
  • Organize issues with tags
  • Assign conversations to the right team
  • Work with your teammates
  • Level Up: Saying no to customers
  • Stay on top of your conversations
  • Introduction
  • Answer common questions quickly
  • Give customers more detailed guidance
  • Take quick actions with apps
  • Stay on top of your conversations
  • Graduation 🎓