Intercom: Inbox & Conversation Assignment

You can see all incoming conversations under the Inbox Menu.

In the inbox, you can see the teams that you are assigned to:

We automatically assign incoming conversations to specific teams. So when you click on a specific team, you can see all unassigned and open conversations associated to that team. You will see open conversations (but can switch to closed ones, see screenshot below). By default the conversations are sorted by 'Next SLA Target', so conversation that are breached the longest would show first. You can also adjust sorting to show the oldest / newest one or the longest waiting first:

Conversations assigned to a team are also automatically assigned to the agents of that team in a balanced way, meaning we will choose the agent with the fewest active conversations assigned first. Each agent has an inbox limit of 7 open conversation per time (settings). If this limit is reached, there will be no conversations assigned to that agent automatically from the team queue. Note: that once a conversation is assigned to an agent, it will not show in the team view anymore.

If you are an 'expert', we might directly assign conversations to you, instead of a team, in this case the limit of 7 conversations can be exceeded. Also manual assignments will not look at the limit:

Note: In this example you can see that there are 609 open conversations in my inbox, that was because we currently assign all missed calls to me, so the conversation limit will not be taken into consideration.