The problem
Support needs input from specialists, but engineers and product folks don't live in Intercom. Adding more seats gets expensive fast.
The solution
BackReply keeps the discussion in Slack, then ships the final customer reply back to Intercom. Everyone contributes, but only approved responses reach the customer.
Collaboration features
@mention teammates into a thread
Bring in anyone from your Slack workspace to help with a conversation.
Internal-only notes vs customer replies
Keep team discussions separate from what the customer sees.
Teammate mapping
Mapped users get personal attribution. Unmapped users contribute under team identity—both work seamlessly.
Shared context (links, summaries)
Give teammates full context without digging through Intercom.
Common use cases
Bug triage with engineering
Loop in engineers to diagnose issues, then send the customer a clear response.
Billing exceptions with finance
Get quick approvals for refunds or credits without switching apps.
Founder escalation for enterprise
Bring in leadership for high-value accounts without giving them full inbox access.