Backreply

Your support team lives in Slack, but customer conversations live in Intercom. Backreply bridges the two: customers message through Intercom, your team responds from Slack, and replies sync back instantly.

Key features:

— Reply from Slack: Respond to conversations in Slack threads with full formatting and attachments. Messages sync to Intercom in real time.

— Smart routing: Route conversations to Slack channels based on tags, team assignments, or assignees. VIP customers go to #vip-support, billing goes to #billing — automatically.

— One-click actions: Assign, add notes, view customer details, and close tickets using buttons in Slack, all synced back to Intercom.

— Seat-saver collaboration: Loop in engineers or founders without buying Intercom seats. Anyone in the channel can help resolve issues.

— Smart notifications: Get nudged when customers are waiting. Follow-ups never get buried in threads.

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