Intercom
You choose per team inbox what agents may do. A team’s inbox holds the conversations assigned to that team. No team holds unassigned conversations and those assigned only to a teammate. Tickets are not included.
Permissions
Section titled “Permissions”| Permission | What agents can do |
|---|---|
| Read conversations | List inboxes, search an inbox’s conversations, and read a conversation with its first message and latest replies and notes. |
| Add internal notes | Add a note that teammates see and the customer does not. |
| Reply to customers | Reply to the customer, who gets it by email or in the Messenger. |
Risks to weigh
Section titled “Risks to weigh”- Replies reach customers as you. Agents write as the teammate who connected Intercom, and a reply goes straight to someone outside your company. It can contain anything the agent read.
- Customers write what agents read. A customer’s message can contain text meant to steer the agent. Be most careful where agents both read and may reply.
- Conversations move between inboxes. When a conversation is reassigned at the moment an agent writes, the write can land on it.
- Searches can briefly hint at hidden conversations. For a short while after a conversation is reassigned, a search can show an agent that a hidden conversation matched.
To take Minerva’s access away entirely, remove its app from the workspace in Intercom’s app settings.
What agents cannot do
Section titled “What agents cannot do”Agents cannot use tickets, contacts, companies, articles, tags or attachments, or assign, close or snooze conversations. Text they write is plain, without formatting, mentions or links to Intercom. They do not see links to Intercom, assignments and other events, or the names of teams as authors.