Backreply
Visit SiteBackreply lets your team reply to Intercom conversations directly from Slack threads — with smart routing, one-click actions and no extra seats needed
Backreply
Visit SiteBackreply lets your team reply to Intercom conversations directly from Slack threads — with smart routing, one-click actions and no extra seats needed
What is Backreply?
Your support team lives in Slack, but customer conversations live in Intercom. Backreply bridges the two: customers message through Intercom, your team responds from Slack, and replies sync back instantly. Key features: — Reply from Slack: Respond to conversations in Slack threads with full formatting and attachments. Messages sync to Intercom in real time. — Smart routing: Route conversations to Slack channels based on tags, team assignments, or assignees. VIP customers go to #vip-support, billing goes to #billing — automatically. — One-click actions: Assign, add notes, view customer details, and close tickets using buttons in Slack, all synced back to Intercom. — Seat-saver collaboration: Loop in engineers or founders without buying Intercom seats. Anyone in the channel can help resolve issues. — Smart notifications: Get nudged when customers are waiting. Follow-ups never get buried in threads. Setup takes minutes via OAuth. No code required.
Backreply's Core Features
Reply from Slack
Compose replies in Slack threads with full formatting and attachments; messages sync back to Intercom in real time so Slack becomes a safe reply surface while Intercom remains the system of record.
Smart routing & ownership
Automatically route conversations to the right Slack channels based on tags, inboxes, team assignments or assignees to ensure conversations land with the correct team and prevent reply collisions.
One-click actions
Take common Intercom actions directly from Slack — assign, add internal notes, view customer details, close tickets — using buttons in threads with all actions synced back to Intercom.
Seat-saver collaboration
Loop in engineers, founders, or other teammates to help resolve issues from Slack without purchasing additional Intercom seats; anyone in the channel can collaborate on replies.
Smart notifications & follow-up nudges
Surface buried thread activity and remind teams when customers are waiting so follow-ups don’t get missed and SLAs are easier to meet.