Support Alerts watches every conversation in your Intercom inbox and pings the right teammate on Slack or email the moment something needs attention — before it turns into a missed SLA or a bad review.
SLA breach in 8 min
Sarah Chen's conversation
Set up rules in minutes and let Support Alerts keep watch — so nothing slips through the cracks while your team focuses on conversations.
Get pinged minutes before an SLA breaches — based on Intercom's own SLA timers, including office hours and holidays.
Catch conversations that have gone quiet for too long, on any day of the week you choose.
Instant alerts when a customer leaves a negative rating or a conversation is marked urgent.
Send alerts to a teammate's Slack DM, a shared channel, or both — with Acknowledge and Dismiss buttons built in.
If the first alert isn't acknowledged in time, automatically escalate to the next teammate in line.
Realtime, hourly, or daily — agents choose how they're notified, with mute hours and working days respected.
No separate dashboard to learn. Configure rules and escalation chains directly inside Intercom, then receive and resolve alerts without leaving Slack.
Toggle, edit, and reorder notification rules right from the Inbox sidebar — no admin portal required.
Every alert is logged against the conversation it came from, with one-click Acknowledge and Dismiss.
One-click OAuth for both. We pre-fetch your team so agents are matched to their Slack accounts automatically.
Pick from 10 triggers — SLA breaches, idle chats, CSAT, priority changes, and more — and decide who should be notified and how.
Define backup teammates who get pinged automatically if the first alert goes unacknowledged — nothing waits in a queue unattended.
“Our SLA misses dropped to almost zero in the first week. The Slack alerts mean nobody has to babysit the inbox anymore.”
“Escalation chains are the killer feature. If someone's away, the alert just finds the next person automatically.”
“Setup took less than five minutes and it lives entirely inside Intercom. No new tool for the team to learn.”
Every plan includes unlimited rules, all 10 trigger events, and Slack + email delivery. Pay annually and get two months free.
Up to 10 agents
Up to 25 agents
Up to 50 agents
Need more detail? Compare full plan features and annual pricing →
If your company is under two years old and has fewer than 10 employees, you qualify for a startup discount on any plan.
No. Support Alerts reads the SLA timers you’ve already configured in Intercom and warns your team before they breach — it doesn’t replace or change your existing SLA setup.
Slack DM, a shared Slack channel, or email — or any combination of the three, configured per rule. Agents can also set mute hours and working days so they’re only notified when they’re online.
Each rule can have an ordered escalation chain. If the first teammate doesn’t acknowledge the alert within a set number of minutes, it automatically goes to the next person in the chain.
Yes — one of the built-in triggers fires when Fin AI hands off a conversation to a human, so your team knows immediately when a customer needs a person.
Yes. Install the app from the Intercom App Store and you can try any plan — no credit card required to explore the setup flow.
Absolutely. You can upgrade, downgrade, or switch between monthly and annual billing at any time from your Support Alerts settings.