Support Alerts watches every conversation in your inbox and routes the right alert to the right person — over Slack or email — the moment it matters.
Fires before an SLA breaches, based on Intercom's own next_breach_at timers — including office hours and holidays.
Get notified when a conversation has been waiting too long, on the days of the week you choose.
An alert fires the moment a customer leaves a low satisfaction score, with the agent who handled it.
Catch conversations the moment they're escalated to urgent priority inside Intercom.
Make sure new conversations don't sit unassigned — alert a team lead if nobody picks it up.
Know immediately when Fin AI hands a conversation back to a human teammate.
Alert the assigned agent the instant a customer responds to a conversation.
Track when conversations are snoozed so they don't quietly disappear from view.
Narrow any rule by contact tag, priority, CSAT rating, or team — so alerts only fire when they're relevant.
Send to an individual agent's DM, a shared channel, or both — with one-click Acknowledge and Dismiss.
If an alert isn't acknowledged within a set number of minutes, it's automatically escalated to the next teammate in the chain.
Each agent chooses their own email cadence — instant notifications, an hourly batch, or one daily summary.
Set quiet hours per agent so alerts don't land at 2am — they're queued for the digest instead.
Alerts only go out on the days an agent actually works, with full timezone-aware scheduling in UTC.
Every alert — sent, acknowledged, or dismissed — is logged and searchable, scoped to each agent.
Admins can see every notification across the workspace and audit acknowledgement and dismissal activity.
On install, agents are automatically matched to their Slack accounts by email — no manual setup needed.