Stage 1. Creating an Intercom Account for Clients

Objectives

• Providing a concise outline of the Intercom onboarding process: By adhering to the prescribed procedures, the customer support team can competently establish accounts for their clients and leverage the advanced communication features of Intercom. This would enable us to provide exceptional services while reaping the benefits of improved communication.

Procedure

Step 1: We must sign the client in to Intercom

• To do this, we must go to www.intercom.com and click the “Sign Up” or “Get Started” button. We should sign up for the Essential plan.

Step 2: Configure Teammates

• Each client requires a seat to access the Intercom workspace.
• We must click on the "Teammates" icon in the left sidebar menu.
• We can add team members by clicking on the "Add teammates" button and filling out the required information.
• Only when they accept the invite, do we count that seat as used. We require the Essential plan.
• Ensure that we have the necessary permissions to view, respond to, and manage customer messages.

Step 3: Set Up Your Team Profile

• Navigate to "Settings" by clicking on the profile picture in the bottom left corner, then selecting "Settings."
• Under "Team settings," click on "Profile" to customize the team's profile information.

Step 4: Configure Your Workspace

• Click on the workspace name in the bottom left corner, then select "Settings."
• Configure the workspace settings, including workspace name, timezone, and date format.

Step 5: Add the Client's Branding

• In the settings menu, select "Branding."
• Upload the client's logo and customize colors to match their brand identity.

Step 6: Set Up Email Forwarding

• Navigate to "Settings" > "Inbox settings" > "Email forwarding."
• Follow the instructions to set up email forwarding, allowing Intercom to receive and manage emails sent to your support address.

Step 7: Configure Business Hours

• In the settings menu, select "Inbox settings" > "Business hours."
• Set your business hours to ensure customers know when they can expect a response.

Step 8: Customize Your Auto Messages

• Navigate to "Fin AI Agent" > "Custom Answer" > "New Answer."
• Customize auto messages to greet visitors, engage leads, and support customers based on their behavior.

Step 9: Add Help Center Articles

• Click on the "Messenger" icon in the left sidebar menu.
• Access the Help Center by clicking on the "Articles" tab and follow instructions to add and organize articles.

Step 10: Configure Your Apps

• Navigate to "Settings" > "Apps & integrations."
• Install and configure any apps or integrations we need to streamline the workflow.

Step 11: Test The Configuration

• Once we've completed all configuration steps, perform thorough testing to ensure that messages are being routed correctly, responses are accurate and timely, and all features are functioning as expected.
• Send test messages, check email forwarding, and review auto messages to confirm they function correctly.

• Address any issues or discrepancies discovered during testing.

Step 12: Go-Live and Monitoring

• Once testing is successful, officially go live with the customer service operations on Intercom.
• Monitor performance closely during the initial days to identify any issues and make necessary adjustments.