Intercom and Slack, ready to switch on
New conversations, the ones waiting longer than your target and the ones closed with a bad rating land in the Slack channel you choose, with the name of whoever is on them. You paste two keys in your account and it runs, in about ten minutes.
No setup fee, cancel any month, and a person on live chat if a key doesn't work.
More with these apps: all Intercom integrations · all Slack integrations
What moves, and when
The details you would normally get after a sales call. Here they are up front.
| What | Direction | When | Rule |
|---|---|---|---|
| New conversation | Intercom to Slack | Within seconds | Who wrote in, their first message and the team it was routed to, in the channel you choose |
| Waiting too long | Intercom to Slack | When your reply target passes | A post with the wait so far, because a chat left open is somebody still sitting there |
| Taken by an agent | Intercom to Slack | Within seconds | Named in the conversation's thread, which stops two people opening the same chat |
| Closed with a poor rating | Intercom to Slack | Within seconds | With the customer's own words, in the channel you nominate for them |
| Users and leads apart | Intercom to Slack | Every post | The post says whether this is a known user or a visitor who hasn't identified themselves yet |
Ten minutes of your time, then it's ours
- Pay and open your accountCard or invoice, about two minutes. This integration is already selected.
- Paste the Intercom access token and the Slack bot tokenEach has a short guide. About eight minutes. If one doesn't work, a person joins the chat.
- Open one test ticketA minute or two. Write in to your own support address and watch the ticket appear in the channel. From then on we watch it for you.
When Intercom or Slack changes its API, we fix it within a working day. You don't get a ticket to solve.
- Everything in the table above, with monitoring on.
- Fixes when either app changes its API.
- A person on live chat, replies within a working hour.
- Custom logic beyond the table is priced separately.
No setup fee, cancel any month
Before you decide
Can we answer the ticket from the chat?
No. The reply belongs in Intercom, where it is recorded against the customer. The channel is for seeing what is open and picking it up faster.
Which tickets get posted?
The queues, tags or priorities you name. Teams usually post the urgent queue everywhere and keep the rest to the daily view.
Anything to know about Intercom?
An access token belongs to one workspace, so a second workspace needs its own token.
Anything to know about Slack?
The bot has to be invited to a channel before it can post there; that's one command in Slack.
What if mine is a bit different?
Tell us what should go where in plain words. Small changes to the rules above are usually free; bigger ones we price the same day and build into the same account.
