Intercom Features
What are the features of Intercom?
Platform
- Customization
Ticket and Case Management
- Ticket Creation User Experience
- Ticket Response User Experience
- Automated Response
- Attachments/Screencasts
Communication Channels
- Email to Case
- Live Chat Support
Communication
- Pop-up Chat
- Notifications
- Targeted Emails
- In-App Messaging
Internal Use
- Customization
- Knowledge Base
- Team Inbox
- Customer Profiles
Intercom Categories on G2
Filter for Features
Platform
Mobile User Support | Based on 609 Intercom reviews and verified by the G2 Product R&D team. Allows software to be easily used on multiple mobile devices include phone and tablet devices. | 83% (Based on 609 reviews) | |
Customization | Based on 1109 Intercom reviews and verified by the G2 Product R&D team. Allows users to customize chat colors, text, logos, and branding. | 83% (Based on 1,109 reviews) | |
User, Role, and Access Management | Based on 713 Intercom reviews and verified by the G2 Product R&D team. Grant access to select data, features, objects, etc. based on the users, user role, groups, etc. | 88% (Based on 713 reviews) | |
Integration | Based on 679 Intercom reviews and verified by the G2 Product R&D team. Integrates with other customer service software to improve support and enhance functionality | 87% (Based on 679 reviews) | |
Reporting | Based on 906 Intercom reviews and verified by the G2 Product R&D team. Provides analytics tools that reveal important business metrics and track progress | 81% (Based on 906 reviews) | |
Dashboards | Based on 909 Intercom reviews and verified by the G2 Product R&D team. Displays important metrics relating to performance | 81% (Based on 909 reviews) | |
Conversation Editor | Based on 61 Intercom reviews. Allows business to edit conversations to meet the unique needs of one's business. | 93% (Based on 61 reviews) | |
Integration | Gives users the ability to update systems, like CRM, based on conversations. This feature was mentioned in 61 Intercom reviews. | 90% (Based on 61 reviews) | |
Human-In-The-Loop | As reported in 62 Intercom reviews. Allows users to maintain and observe the accuracy and viability of Intelligent Virtual Assistants. | 91% (Based on 62 reviews) | |
Live chat | Based on 528 Intercom reviews. Provide tools for live chat on one's website. | 95% (Based on 528 reviews) | |
Integrations | Allows easy integrations with applications, such as messenger applications, APIs, and customer support tools. This feature was mentioned in 501 Intercom reviews. | 89% (Based on 501 reviews) | |
Branding | As reported in 497 Intercom reviews. Has the ability to customize look and feel of chatbot to match` company branding. | 88% (Based on 497 reviews) | |
Analytics | Gives user the ability to analyze conversations with the chatbot and see its performance. 479 reviewers of Intercom have provided feedback on this feature. | 87% (Based on 479 reviews) | |
A/B testing | Allows users to test the efficacy of various responses through A/B testing. 339 reviewers of Intercom have provided feedback on this feature. | 85% (Based on 339 reviews) | |
Role-based access | As reported in 447 Intercom reviews. Allows for varying access to chatbot and admin settings, depending on user, their role, etc. | 89% (Based on 447 reviews) | |
Collection of information | Based on 503 Intercom reviews. Can collect and store information from interlocators, such as email, phone number, etc. | 89% (Based on 503 reviews) |
Ticket and Case Management
Ticket Creation User Experience | Based on 1005 Intercom reviews and verified by the G2 Product R&D team. User Experience of creating and submitting a ticket | 87% (Based on 1,005 reviews) | |
Ticket Response User Experience | Based on 1023 Intercom reviews and verified by the G2 Product R&D team. User Experience of responding and receiving a response | 88% (Based on 1,023 reviews) | |
Workflow | Based on 998 Intercom reviews and verified by the G2 Product R&D team. Route tickets based on values of fields, changes to ticket status and time based conditions | 87% (Based on 998 reviews) | |
Automated Response | Based on 1046 Intercom reviews and verified by the G2 Product R&D team. Respond to common requests with standard reply | 86% (Based on 1,046 reviews) | |
SLA Management | See feature definition | Based on 587 Intercom reviews and verified by the G2 Product R&D team. Offers tools for managing and tracking service-level agreements (SLAs) | 84% (Based on 587 reviews) |
Attachments/Screencasts | Based on 1044 Intercom reviews and verified by the G2 Product R&D team. Documents and files can be attached to the ticket to communicate with customer issues/resolutions | 89% (Based on 1,044 reviews) | |
Ticket Collaboration | Based on 967 Intercom reviews and verified by the G2 Product R&D team. Share and collaborate on tickets with multiple customer service representatives | 88% (Based on 967 reviews) | |
Customer/Contact Database | Based on 868 Intercom reviews and verified by the G2 Product R&D team. Central repository for account and contact information | 86% (Based on 868 reviews) |
Communication Channels
Customer Portal | Based on 798 Intercom reviews and verified by the G2 Product R&D team. Allows fully customizable portal for customer to enter tickets, provide feedback and communicate with service agents | 90% (Based on 798 reviews) | |
Email to Case | Based on 998 Intercom reviews and verified by the G2 Product R&D team. Ability for customer service agents to communicate via email and email conversations are automatically tracked in ticket | 88% (Based on 998 reviews) | |
Live Chat Support | Based on 1170 Intercom reviews and verified by the G2 Product R&D team. Ability for customer service agents to communicate with customers via live chat to solve problems live | 94% (Based on 1,170 reviews) | |
Social Media Integration | Integration to social networks such as Twitter and Facebook to allow customers and agents to communicate via social networks 723 reviewers of Intercom have provided feedback on this feature. | 84% (Based on 723 reviews) | |
Voice | Make and receive calls directly in the application. Track and record calls for analysis. 438 reviewers of Intercom have provided feedback on this feature. | 77% (Based on 438 reviews) |
Self-Service Experience
Knowledge Base | Provides a repository of information that can be used by those seeking support. 573 reviewers of Intercom have provided feedback on this feature. | 90% (Based on 573 reviews) | |
Searchable Articles | Makes articles in the knowledge base searchable on the web. This feature was mentioned in 572 Intercom reviews. | 90% (Based on 572 reviews) | |
Mobile Optimization | Based on 412 Intercom reviews. Optimizes the customer self-service experience on mobile devices | 83% (Based on 412 reviews) | |
Personalization | Gives the user targeted, personalized results based on their activity or preferences This feature was mentioned in 458 Intercom reviews. | 85% (Based on 458 reviews) |
Self-Service Platform
Branding | As reported in 455 Intercom reviews. Allows users to add custom branding (logos, brand colors, etc.) to self-service portals, chatbots, etc. | 87% (Based on 455 reviews) | |
Automation | Automates some or all operation related tasks This feature was mentioned in 460 Intercom reviews. | 88% (Based on 460 reviews) | |
Artificial Intelligence | As reported in 397 Intercom reviews. Utilizes artificial intelligence to improve workflows or customer experiences | 83% (Based on 397 reviews) | |
Integrations | Allows easy integrations with applications, such as messenger applications, APIs, and customer support tools This feature was mentioned in 444 Intercom reviews. | 88% (Based on 444 reviews) |
Communication
Pop-up Chat | Based on 1326 Intercom reviews and verified by the G2 Product R&D team. Enables a popup chat window on company websites to encourage interaction between website visitors and designated company representatives. | 93% (Based on 1,326 reviews) | |
Notifications | Based on 1334 Intercom reviews and verified by the G2 Product R&D team. Delivers notifications to both sides of the conversation. | 89% (Based on 1,334 reviews) | |
Targeted Emails | Based on 1082 Intercom reviews and verified by the G2 Product R&D team. Sends automated emails to further engage clients and potential clients. | 88% (Based on 1,082 reviews) | |
In-App Messaging | Based on 1247 Intercom reviews and verified by the G2 Product R&D team. Allows for live chat to be enabled within the app for customer help. | 92% (Based on 1,247 reviews) | |
Co-Browsing | As reported in 490 Intercom reviews. Allows agents to join a customer's browser session and navigate through the website with them. | 86% (Based on 490 reviews) |
Internal Use
Customization | Based on 1109 Intercom reviews and verified by the G2 Product R&D team. Allows users to customize chat colors, text, logos, and branding. | 83% (Based on 1,109 reviews) | |
Conversation Archiving | Based on 989 Intercom reviews and verified by the G2 Product R&D team. Archives conversations in a separate location for later reference. | 89% (Based on 989 reviews) | |
Lead Development | Based on 940 Intercom reviews and verified by the G2 Product R&D team. Enables employees to denote potential customers. | 84% (Based on 940 reviews) | |
Knowledge Base | Based on 1138 Intercom reviews and verified by the G2 Product R&D team. Establishes a knowledge base for employee reference during conversations. | 87% (Based on 1,138 reviews) | |
Team Inbox | Based on 1211 Intercom reviews and verified by the G2 Product R&D team. Provides a central location for help requests, helping employees respond sooner. | 90% (Based on 1,211 reviews) | |
Customer Profiles | Based on 1180 Intercom reviews and verified by the G2 Product R&D team. Allows for the creation of profiles for contacts and customers. | 86% (Based on 1,180 reviews) |
Process
Mentions | Scours various channels for brand mentions to proactively seek reparative communications. This feature was mentioned in 78 Intercom reviews. | 93% (Based on 78 reviews) | |
Tickets | As reported in 75 Intercom reviews. Creates and assigns support tickets, scheduling them in a timely manner. | 90% (Based on 75 reviews) | |
Macros | As reported in 78 Intercom reviews. Allows administrators to create templated responses to frequently asked questions. | 96% (Based on 78 reviews) |
Channels
Ability to connect agents with customers through Live Chat.
78 reviewers of Intercom have provided feedback on this feature. | 94% (Based on 78 reviews) | ||
Social | Connects employees with customers through a social media solution. This feature was mentioned in 77 Intercom reviews. | 88% (Based on 77 reviews) | |
Live Chat | Based on 81 Intercom reviews. Ability to connect agents with customers through email.
| 95% (Based on 81 reviews) | |
Phone | Connects employees with customers through a calling solution. 71 reviewers of Intercom have provided feedback on this feature. | 85% (Based on 71 reviews) | |
Text | Ability to connect agents with customers through text message solution.
73 reviewers of Intercom have provided feedback on this feature. | 88% (Based on 73 reviews) | |
Social Media | Based on 285 Intercom reviews and verified by the G2 Product R&D team. Conversations enacted over social media. | 81% (Based on 285 reviews) | |
Website | Based on 430 Intercom reviews and verified by the G2 Product R&D team. Conversations enacted through embedding or pop-ups on websites. | 90% (Based on 430 reviews) | |
Text Message (SMS) | Based on 199 Intercom reviews and verified by the G2 Product R&D team. Conversations enacted through text message (SMS). | 80% (Based on 199 reviews) | |
Voice Assistants | Based on 113 Intercom reviews. Conversations enacted through voice assistants. | 75% (Based on 113 reviews) | |
Other | Based on 222 Intercom reviews and verified by the G2 Product R&D team. Conversations enacted through other channels. | 82% (Based on 222 reviews) | |
Multi-Channel Coverage | Based on 191 Intercom reviews. Software incorporates multiple digital communications channels. | 88% (Based on 191 reviews) | |
Open Listening | Based on 182 Intercom reviews. Allows incorporation of inbound contacts from non-marketing channels. | 84% (Based on 182 reviews) | |
Physical Media | Includes physical media (mail, flyers, billboards, etc.) in the channels mix. This feature was mentioned in 172 Intercom reviews. | 76% (Based on 172 reviews) |
Insight
Surveys | Based on 76 Intercom reviews. Provides opportunity for customers to give feedback through a survey. | 92% (Based on 76 reviews) | |
Reporting | Enables administrators to create customized reports reflecting customer satisfaction. This feature was mentioned in 77 Intercom reviews. | 93% (Based on 77 reviews) | |
Visitor Activity | As reported in 73 Intercom reviews. Allows administrators to track visitor activity to understand the research that was done before turning to customer service. | 89% (Based on 73 reviews) | |
Help Desk | Provides a knowledge base or other support channel for disparate team members to work together and provide cohesive solutions. 73 reviewers of Intercom have provided feedback on this feature. | 94% (Based on 73 reviews) |
Messenger
Sequencing | Based on 375 Intercom reviews and verified by the G2 Product R&D team. Mapped-out responses for conversations. | 88% (Based on 375 reviews) | |
AI | Based on 355 Intercom reviews and verified by the G2 Product R&D team. Artificial intelligence (AI) and chatbot involvement. | 81% (Based on 355 reviews) | |
Live Chat | Based on 470 Intercom reviews and verified by the G2 Product R&D team. Live human component of conversations. | 93% (Based on 470 reviews) | |
Customization Interface | Based on 318 Intercom reviews and verified by the G2 Product R&D team. Quality of interface for designing and customizing conversation maps. | 85% (Based on 318 reviews) |
Customers
Targeting | Based on 421 Intercom reviews and verified by the G2 Product R&D team. Overall quality of customer targeting based on needs or situations. | 88% (Based on 421 reviews) | |
Profiles | Based on 425 Intercom reviews and verified by the G2 Product R&D team. Creation and modification of customer profiles based on conversations. | 86% (Based on 425 reviews) | |
Analytics | Based on 429 Intercom reviews and verified by the G2 Product R&D team. Reporting based around specific and overall conversation results. | 82% (Based on 429 reviews) | |
Lead Gathering | Based on 380 Intercom reviews and verified by the G2 Product R&D team. Capture and organization of leads from conversations. | 84% (Based on 380 reviews) | |
Sales Conversion | Based on 371 Intercom reviews and verified by the G2 Product R&D team. Success rate of conversations leading to customer purchases. | 82% (Based on 371 reviews) |
User Analysis
Survey Implementation | Based on 138 Intercom reviews. Allows you to deploy NPS surveys to users. | 86% (Based on 138 reviews) | |
Data Analysis | Analyzes user survey responses and information in the application. This feature was mentioned in 155 Intercom reviews. | 83% (Based on 155 reviews) |
User Support
User Segmentation | As reported in 165 Intercom reviews. Organizes users into predefined groups and provides different responses based on group. | 91% (Based on 165 reviews) | |
Multi-Language Support | Based on 117 Intercom reviews. Supports multiple languages. | 81% (Based on 117 reviews) | |
Behavior-responsive Messaging | Based on 149 Intercom reviews. Provides responses based on user behavior and feedback. | 88% (Based on 149 reviews) |
Walkthrough Type
Audio-visual Walkthroughs | Supports audio and video-based walkthroughs. This feature was mentioned in 134 Intercom reviews. | 89% (Based on 134 reviews) | |
Text Bubble Walkthroughs | Supports text bubble walkthroughs. This feature was mentioned in 145 Intercom reviews. | 90% (Based on 145 reviews) |
Design
Communications Strategy Development | Based on 187 Intercom reviews. Allows planning and deployment of an overall communications strategy. | 87% (Based on 187 reviews) | |
Create Content | Includes or integrates with content creation apps. 189 reviewers of Intercom have provided feedback on this feature. | 85% (Based on 189 reviews) | |
Personalization | Based on 194 Intercom reviews. Outbound communications are segmented and personalized. | 88% (Based on 194 reviews) | |
Inbound Identification | Inbound contacts are identified and handled based on history. 185 reviewers of Intercom have provided feedback on this feature. | 88% (Based on 185 reviews) | |
Regulatory Compliance | Based on 179 Intercom reviews. Software verifies compliance with GDPR, CAN-SPAM, and other legal requirements. | 88% (Based on 179 reviews) |
Productivity Tools
Notes | As reported in 91 Intercom reviews. Allows users to leave notes or comments on emails or relevant cases. | 90% (Based on 91 reviews) | |
Internal Discussion | Provides a dedicated space or a thread feature that allows for long-form discussion. 90 reviewers of Intercom have provided feedback on this feature. | 85% (Based on 90 reviews) | |
Assignments and Tasks | Based on 85 Intercom reviews. Offer in-application assignment and task tracking functionality. | 84% (Based on 85 reviews) | |
Workflows | Based on 86 Intercom reviews. Allows users to create and follow predetermined workflows attached to actions. | 89% (Based on 86 reviews) | |
Templates | Based on 88 Intercom reviews. Allows users to create canned answers or templates for email responses. | 88% (Based on 88 reviews) | |
Integrations | Integrates without outside software to provide additional functionality or pull information. This feature was mentioned in 87 Intercom reviews. | 88% (Based on 87 reviews) | |
Tagging System | As reported in 90 Intercom reviews. Provides a tagging system to allow users to sort emails by relevant subject. | 88% (Based on 90 reviews) |
Analytics
Trends | Analyzes trends in email content and resolution. This feature was mentioned in 77 Intercom reviews. | 82% (Based on 77 reviews) | |
Performance Tracking | As reported in 85 Intercom reviews. Tracks performance and productivity of users inside the application. | 84% (Based on 85 reviews) | |
Email Tracking | Based on 86 Intercom reviews. Tracks email analytics like emails opened, how long the email was opened for, etc. | 84% (Based on 86 reviews) |
Responses
Personalization | Provides personalized responses to interlocator based on segmentation or past responses. This feature was mentioned in 63 Intercom reviews. | 91% (Based on 63 reviews) | |
Route To Human | Has tools (e.g. dashboards and reports) to better understand conversations Intelligent Virtual Assistants have had. 65 reviewers of Intercom have provided feedback on this feature. | 91% (Based on 65 reviews) | |
Natural Language Understanding (NLU) | As reported in 63 Intercom reviews. Can have a natural, human-like conversation with an interlocator. | 90% (Based on 63 reviews) | |
Customization | Based on 512 Intercom reviews. Customize your chat workflows with rules and automations. | 88% (Based on 512 reviews) | |
Control | As reported in 503 Intercom reviews. Control who the chatbot converses with (and when). | 88% (Based on 503 reviews) | |
Route To Human | Has the ability to connect interlocator with a human agent when the need arises. This feature was mentioned in 501 Intercom reviews. | 91% (Based on 501 reviews) | |
Menu bars | Based on 476 Intercom reviews. Can provide interlocators with menus, through which they can choose a relevant response. | 89% (Based on 476 reviews) | |
Drip sequences | As reported in 400 Intercom reviews. Can send triggered sequence of automated messages sent on a predefined schedule in a targeted fashion. | 87% (Based on 400 reviews) |
Conversational Platform
Personalization | Identifies the customer and personalizes interaction at every touchpoint. 987 reviewers of Intercom have provided feedback on this feature. | 87% (Based on 987 reviews) | |
Omnichannel | Allows multiple related channels to interact at once to reduce transfers. This feature was mentioned in 766 Intercom reviews. | 87% (Based on 766 reviews) | |
Contextual Engagement | Prompts agents to engage customers based on contextual data, such as product usage or conversation history. This feature was mentioned in 788 Intercom reviews. | 88% (Based on 788 reviews) | |
Proactive Engagement | Based on 710 Intercom reviews. Provides features for sending outbound messages to engage customers through proactive support. | 90% (Based on 710 reviews) |
Support Automation
Intelligent Routing | Can route contacts to agents the customer has worked with before. This feature was mentioned in 791 Intercom reviews. | 87% (Based on 791 reviews) | |
Seamless Escalation | As reported in 831 Intercom reviews. Provides features for escalating conversations to the appropriate agent. | 87% (Based on 831 reviews) | |
Transcripts | Maintains a transcript of conversations from all channels. 449 reviewers of Intercom have provided feedback on this feature. | 86% (Based on 449 reviews) | |
Self-Serve Support | Enables customers to resolve queries or issues without the assistance of an agent. This feature was mentioned in 739 Intercom reviews. | 88% (Based on 739 reviews) |
Customer Support
Text | Is able to process inquiries submitted by text data from live chat, email, or SMS 102 reviewers of Intercom have provided feedback on this feature. | 88% (Based on 102 reviews) | |
Speech | Based on 93 Intercom reviews. Comprehends human speech and can transcribe it to text for processing | 80% (Based on 93 reviews) | |
Knowledge Base | As reported in 105 Intercom reviews. The AI is able to access the company's internal knowledge to inform and guide responses to customer inquiries | 93% (Based on 105 reviews) |
Automation
Ticket Resolution | As reported in 103 Intercom reviews. The platform is able to automatically determine how to resolve help tickets without assistance by human agents | 87% (Based on 103 reviews) | |
Customization | The platform's responses to customers can be customized to improve comprehension, relatability, and emotional intelligence 108 reviewers of Intercom have provided feedback on this feature. | 86% (Based on 108 reviews) | |
Intelligent Routing | When the AI is unable to process a particular type of customer request, it is able to determine which is the best agent to refer the ticket to 99 reviewers of Intercom have provided feedback on this feature. | 87% (Based on 99 reviews) |
Artificial Intelligence
Learning | Based on 101 Intercom reviews. The AI platform is able to learn over time on how to interpret each type of customer inquiry and improve the quality of their responses | 87% (Based on 101 reviews) | |
Language | Multilingual capabilities allow the AI to process inquiries from many languages 99 reviewers of Intercom have provided feedback on this feature. | 89% (Based on 99 reviews) | |
Conversational AI | Based on 101 Intercom reviews. The AI's responses to customer inquiries provide human-like organic conversations. The platform is able to understand a question no matter how it's worded and provide comprehensive answers | 85% (Based on 101 reviews) |
Generative AI
AI Text Summarization | As reported in 64 Intercom reviews. Condenses long documents or text into a brief summary. | 85% (Based on 64 reviews) | |
AI Text Summarization | As reported in 31 Intercom reviews. Condenses long documents or text into a brief summary. | 90% (Based on 31 reviews) | |
AI Text Generation | Allows users to generate text based on a text prompt. 162 reviewers of Intercom have provided feedback on this feature. | 83% (Based on 162 reviews) | |
AI Text Summarization | Based on 164 Intercom reviews. Condenses long documents or text into a brief summary. | 82% (Based on 164 reviews) | |
AI Text Generation | Based on 195 Intercom reviews. Allows users to generate text based on a text prompt. | 84% (Based on 195 reviews) | |
AI Text Summarization | Based on 194 Intercom reviews. Condenses long documents or text into a brief summary. | 84% (Based on 194 reviews) |
Automation - AI Agents
Sales Follow-Up | As reported in 42 Intercom reviews. Allows users to automate responses to customer inquiries across various channels. | 85% (Based on 42 reviews) | |
Customer Interaction Automation | Allows users to automate responses to customer inquiries across various channels. This feature was mentioned in 44 Intercom reviews. | 91% (Based on 44 reviews) | |
Document Processing | Allows users to automate the handling, processing, and management of documents. This feature was mentioned in 43 Intercom reviews. | 83% (Based on 43 reviews) | |
Feedback Collection | Provides users the ability to automate the collection and analysis of feedback from customers, employees, or other stakeholders. 43 reviewers of Intercom have provided feedback on this feature. | 90% (Based on 43 reviews) |
Autonomy - AI Agents
Independent Decision Making | As reported in 44 Intercom reviews. Allows the AI agent to learn from interactions and adapt its responses accordingly. | 86% (Based on 44 reviews) | |
Adaptive Responses | Allows the AI agent to learn from interactions and adapt its responses accordingly. This feature was mentioned in 45 Intercom reviews. | 88% (Based on 45 reviews) | |
Task Execution | Provides the AI agent the ability to execute tasks without requiring constant user input. This feature was mentioned in 44 Intercom reviews. | 88% (Based on 44 reviews) | |
Problem Solving | Based on 47 Intercom reviews. Allows the AI agent to identify and resolve issues without user intervention. | 88% (Based on 47 reviews) |
Platform Basics - Digital Adoption Platform
Integration | Enables integration with web-based software, websites, or other software applications. | Not enough data | |
Communications | Provides cued prompts, messages, tooltips, notifications and branded tutorials. | Not enough data |
Analytics - Digital Adoption Platform
Analytics | Manages user interactions and analyzes user behavior data within the software or application. | Not enough data |
Functions - Digital Adoption Platform
Customer self-service | Supports self-service features like troubleshooting, form completion, or knowledge base access. | Not enough data | |
In-app guidance | Provides in-app guidance on company-specific tools and workflows for onboarding. | Not enough data |
