Intercom Basics

1. Search - Search through all Conversations by keywords, email, name, etc 

2. Compose - Create Conversation, Phone Call, or Ticket 

3. My/Your Inbox - See all Conversations assigned to you that need to be responded to or closed. 

4. Mentions - Any Conversation not assigned to you but where you have an @ to bring to your attention for input. 

5. Created by you: Tickets/Conversations/Phone Calls created by you. 

6. All - Assigned and Unassigned open Emails/Conversations 

7. Unassigned - Conversations that have not been assigned to an agent 

8. Spam - unwanted, irrelevant, or unsolicited support requests automatically filtered or manually marked as junk in helpdesk systems, containing junk, phishing attempts (fake alerts/links), repetitive gibberish ("hello," "test"), or bulk messages 

9. Dashboard - Overview of all Agents and their inboxes. 

10. Views - Specified filtered views such as our brands Ava Jane’s Kitchen, Bright Naturals, Earth Echo, Mesa Cookware, Paleo Hacks, Paleo Plan, and PhysioTru. 

11. View Panel - Where you can view any inbox you have currently selected. 

12. Conversation Status Filter - To filter Conversations/tickets/phones by status 

13. Sort By - To sort Conversations/tickets/phones by time and date (NEWEST, LATEST ACTIVITY) 

14. Inbox Style - to select your preferred inbox style 

15. Team Inboxes - Inbox folder containing team inboxes such as Agents (Phones & Emails) 

The Inbox View allows you to customize this based on your team’s tasks. You can Edit the inbox view by pressing the Manage, then Edit Sidebar, and unpinning any you do not need. 

By default, unpin the All, Fin AI Agent, and Unassigned inboxes

 The Conversation Status Filter menu allows you to filter to look at a specific status on any conversation. 

• Open shows both Conversations/Phone Calls that are open in the selected inbox. 

• Closed shows both Conversations/Phone Calls that are closed 

• Snoozed shows all the tickets that are snoozed.  

• Submitted are tickets in review 

• In Progress 

• Waiting on Customer 

• Resolved 

 The Sort By menu allows you to organize the conversations in the view by various timeframes: 

• Oldest Activity 

• Newest Activity 

• Started first 

• Started last 

• Waited Longest 

• Next SLA target 

• Priority First 

Conversation Panel 

The Conversation Panel allows you to respond to the customer, place the conversation on snooze, change the status, call the customer, and close the ticket once resolved

 Top of the Page: 

SOP: Intercom Interface & Definition of Terms 

1. Interface Definitions 

To ensure all agents are utilizing the Intercom platform effectively, the following definitions apply to the standard ticket view and macro implementation: 

• Customer Name: Automatically sourced from the previous conversation history or the linked Shopify customer profile. Always verify the name matches the order details before sending a macro. 

• Subject Line: The original title of the inquiry as written by the customer or generated by the website contact form. Do not change this unless merging duplicate tickets. 

• Priority Marker: A visual indicator used to flag high-urgency tickets (e.g., "Urgent Cancellation" or "Management Escalation"). 

• Additional Options Menu: The "..." or dropdown menu within the ticket sidebar used to access secondary tools, order history, and external integrations. 

• Phone Call Button: A direct-dial feature used to contact the customer using the phone number on file. Note: This is the primary tool for the Specialist’s 2-call outbound attempt workflow. 

• Snooze Button: Used to temporarily remove a ticket from the active view until a specific time (e.g., snoozing for 24 hours while waiting for a photo of a damaged item). 

• Ticket State: The toggle used to set a ticket to Open (active) or Closed (resolved). Per the Save Process, tickets should be set to "Closed" immediately after a Save Offer is sent. 

Customer Side Panel 

The side panel of Intercom is dynamic, meaning it holds the Conversation’s information, which will have customer information, or any additional information highlighted by Intercom (such as looking at a previous conversation.

  Section 

  Definition 

  Usage 

  Customer    Lookup & Search 

A dedicated search field for entering customer identifiers, primarily email addresses. 

Used to pull up a specific customer profile and order history within the database. 

Brand ID 

Displays the specific brand associated with the customer (e.g., ScaleByDesign). 

Helps agents identify which brand-specific macros (PaleoHacks, PhysioTru, etc.) and policies apply to the ticket. 

Customer Summary 

A snapshot containing the customer's name, email, phone number, and Lifetime Revenue. 

Provides the Specialist with the customer's phone number for outbound call attempts and assesses the customer's "value" for retention offers. 

Notes & Internal 

A text field for adding internal-only comments that the customer cannot see. 

Mandatory for documenting the "2 outbound call attempts" and noting if the customer provided a reason for their request. 

Address Verification 

Displays the detailed Shipping and Billing addresses, including City, State, and Zip Code. 

Used to verify identity or facilitate the Macro 2: Address Change (Pre-Ship) process before an order leaves the warehouse. 

Create New Order 

A direct link at the bottom of   the app to generate a fresh order. 

Used for processing replacements for damaged items or handling exchanges after a specialist intervention. 

Section 

Definition 

Usage 

Customer Lookup 

A search field where agents can enter a customer's email address. 

Used to retrieve a specific customer's comprehensive profile and order history. 

Brand ID 

Identifies the specific brand segment the customer belongs to (e.g., ScaleByDesign Customer). 

Ensures the agent uses correct, brand-specific macros and follows the appropriate retention protocols. 

Customer Summary 

A snapshot containing the customer's name, email, phone number, Lifetime Revenue, and Last Purchase Date. 

Provides the Specialist with the contact number for outbound call attempts and evaluates customer value. 

Notes & Internal 

A text entry area for agents to add and save internal-only comments. 

Mandatory for documenting call attempts (e.g., "12/19: Sheneen testing") and recording specific customer feedback. 

Address Verification 

Displays separate Shipping and Billing details including Address, City, State, and Zip Code. 

Used for identity verification and executing Address Change macros before an order is processed. 

Order Details 

Displays specific order numbers, product lists, pricing, subscription status, and tracking information. 

Used to verify if an order has shipped (e.g., "Ship Date: Not Shipped") to determine the correct retention offer. 

Order Management (Admin/Refund) 

Dropdown menus for selecting Admin Reason, Disposition, and Refund Reason. 

Must be filled out before clicking Review Orders for Refund to ensure accurate internal reporting and data tracking. 

Consents & Privacy 

A management section for Consent Status and specific Campaign/List Selections (All, Email, Phone, SMS). 

Used to update customer communication preferences and ensure compliance with privacy regulations. 

Quick Action Links 

Direct links for "Click to Create New Order" or "View Retention Scripts". 

Provides immediate access to manual order creation for replacements or brand-specific retention scripts

New Checkout Link Panel — Sections, Differences, and Usage 

Panel / Section 

What It Is 

Key Fields / Options 

Difference from Other Sections 

Primary Usage 

Customer 

Collects the buyer’s basic personal information 

First Name, Last Name, Email, Phone 

Focuses on identity and contact, not delivery or payment 

Used to identify the customer, send receipts, confirmations, and for CRM tracking 

Shipping   Address 

Captures where the product will be delivered 

Street Address, Apt/Suite, City, State, ZIP 

Unlike Customer section, this is location-based, not personal info 

Required for physical product fulfillment and shipping calculations 

Products 

Displays available items that can be added to the checkout link 

Product name, price, “+ Add” button 

Only section that directly affects order value and checkout content 

Used to build the customer’s order (one-time purchases or subscriptions) 

Sales Attribution 

Tracks which sales rep or channel gets credit for the sale 

Sales rep selection (collapsed by default) 

Invisible to customers; internal tracking only 

Used for commission tracking, performance reporting, and attribution 

Advanced Options 

Optional configuration settings for checkout behavior 

(Hidden until expanded) 

Unlike core sections, this is non-mandatory and customizable 

Used for special cases (discounts, overrides, metadata, etc.) 

Generate   Checkout Link (Button) 

Final action that creates the checkout URL 

One-click button 

Only action-based element, not a data-entry section 

Generates a shareable payment link for the customer 

Sales Rep Login / Platform Options — Differences & Usage 

Platform Option 

What It Is 

Key Difference 

When to Use 

Impact on Checkout Link 

Konnek­tive 

CRM + payment  processing platform 

Most robust CRM with subscription & rebill logic 

Standard sales flow, subscriptions, continuity offers 

Checkout link is tied to Konnek­tive CRM, rebills, and customer profiles 

Shopify 

E-commerce storefront platform 

Store-based checkout with cart and product pages 

Brand websites, direct-to-consumer stores 

Link routes order to Shopify store and order system 

Sticky.io 

Subscription-focused CRM (similar to Konnek­tive) 

Strong for continuity and recurring billing 

High-volume subscription or rebill campaigns 

Checkout link connects to Sticky.io customer & order records 

UltraCart 

Shopping cart + payment platform 

Cart-centric with flexible checkout flows 

Multi-item carts and advanced checkout rules 

Generates a cart-based checkout experience 

Custom 

Manual or proprietary integration 

Not tied to a standard platform 

Special cases, internal tools, or custom builds 

Checkout link behavior depends on custom configuration 

Assigning a Ticket:  

To assign an agent or team, click on the name in the Assignee field, and the Assign panel will show up

*(Agents are not allowed to assign or unassign emails or conversations. They must seek guidance from an available TL or SME.) (TBD) 

To Link tickets to the conversations, such as Back-office Tickets. This is where you will create tickets for Subscription Cancellations, Refunds, Adverse Events, etc.  

The types of tickets we create are the following: 

• Quality (One per SKU/Lot) 

• Fulfillment (One per Order) 

• Refund (One per Reason/ per Action) 

• Subscription Cancel (One per Sub Cancelled.) 

• This also applies to Saved Subscriptions. If you have saved a subscription from being cancelled, you select the Sub Cancel B.O. Ticket.  

Tracker Tickets 

We can use Tracker Tickets to track certain feedback/customer issues/tech problems that should be tracked primarily by the Tech Team.  

First, to access the tracker tickets, select the + button on Tracker Tickets in the Links 

This opens the Tracker Ticket menu

From here you can select the Tracker Ticket that may apply to your conversation. 

You can note the amount of Customers Reports the ticket has been tracking, noting how common an issue has been. 

There are two types of Tracker Ticket

Adding Tags to Conversation 

Tags are multipurpose and can be used to track data, conversations, and to trigger specific actions in Intercom. Some are added to conversation automatically by Intercom conversations and assigning specifc tags

 How to Update Customer Email Address and Customer Information 

To update Customer Information, such as email, phone number, and secondary email, you can update all of the information on the lead or user’s Contact Page. 

First: Click on the link to go to their