Customers with support access can ask questions through the Message Launcher in their account or through the MyAccess Portal. The Access Digital Assistant handles the conversation first. When it cannot resolve the query, or the customer asks for a person, the conversation routes to an available teammate in the appropriate team.
Where each conversation is assigned
Depending on your Support team's hierarchy, the customer support plan for the user decides the inbox.
For Support teams who work alongside Premier Support teams:
CSP type | Inbox | How it is assigned |
Premier | Premier Support | Balanced assignment to an available teammate |
Standard, Essential, and Classic | Customer Support | Balanced assignment to an available teammate |
For Support teams who do not have a separate Premier Support team, all conversations are assigned to the Customer Support inbox by balanced assignment.
How does balanced assignment work?
Balanced assignment automatically routes conversations to the teammate who currently has the fewest open conversations. This helps spread the workload evenly across the team.
A few key points:
Only active teammates who are members of the inbox can receive conversations.
Teammates won’t receive new conversations if they’ve reached their assignment limit.
If multiple teammates have the same number of open conversations, the one who hasn’t received a conversation for the longest time gets the next one.
It’s designed to keep workloads fair while making sure conversations are handled as quickly as possible.
Workload assignment limits
Every teammate has a workload assignment limit of three or five open conversations, and tickets are not counted towards it.
When you reach your limit, Intercom stops assigning you new conversations automatically.
Closing or resolving a conversation frees up capacity straight away.
You can still be assigned work by hand, so tell your Team Leader if you are at your limit and still receiving conversations.
🤓 Tip: Trigger the Awaiting customer reusable workflow to close open-ended conversations cleanly. It snoozes the conversation for three hours, sends the customer a reminder, then snoozes for a further three hours before closing automatically.