Backreply is a Slack-native integration that lets support teams reply to Intercom conversations directly from Slack threads, syncing replies and actions back to Intercom in real time.
What is Backreply?
Backreply connects Intercom and Slack so that teams can respond to customer conversations without leaving Slack. It takes incoming Intercom conversations as input, routes them to designated Slack channels, and outputs synced replies with full formatting and attachments back to Intercom. The product runs as a Slack app with OAuth-based Intercom integration and is built by the veteran team behind Rasayel, Interhubz, and Octopods.
Key Features
- Reply from Slack — Respond to Intercom conversations inside Slack threads with full formatting, images, and file attachments; messages sync to Intercom within seconds.
- Smart routing — Route conversations to specific Slack channels based on Intercom tags, team assignments, or assignee; first-match rules apply (e.g., VIP tag → #vip-support).
- One-click actions — Assign, add internal notes, close tickets, and view customer details using buttons in Slack messages, all synced to Intercom without switching apps.
- Seat-saver collaboration — Loop in engineers or other team members without giving them Intercom seats; anyone in the Slack channel can help resolve issues.
- Smart notifications — Automated nudges surface buried thread activity when customers are waiting, preventing missed follow-ups.
- Message layouts — Customize what appears in Slack messages (properties, status indicators, action buttons) to match team workflows.
- Security & controls — Least-privilege access with configurable data retention and full audit trail of Slack-originated actions.
Who is it for?
- Support teams using Intercom who want to reply without leaving Slack while keeping Intercom as the system of record.
- Engineering or product teams who need to contribute to customer conversations occasionally but don’t require full Intercom licenses.
- Operations and triage leads who manage routing rules (tags, teams, assignees) to ensure conversations land in the right Slack channels automatically.
What can you do with Backreply?
- Reply to billing queries from Slack — Route #billing Intercom conversations to a dedicated Slack channel; team members reply in-thread and messages sync back to Intercom with full history.
- Collaborate on complex support tickets — Loop in a Slack channel (#pro-eng) to share internal notes and draft replies inside Slack, then send the final answer to the customer without leaving the thread.
- Escalate VIP customer issues — Tag a conversation as “VIP” in Intercom; Backreply automatically routes it to a #vip-support Slack channel for priority handling.
How does Backreply work?
Setup takes minutes via OAuth. Install Backreply in Slack, authorize Intercom read-write access, then map Intercom inboxes to Slack channels. Reply directly in Slack threads—any formatted message you send automatically appears in the Intercom conversation. Routing rules (tags, assignees, teams) are set per channel and apply in first-match order.
Pricing
Backreply is freemium. The website lists no specific tier names or dollar amounts—pricing likely scales with usage or feature access beyond a free tier. Try it for free without a credit card.
FAQ
Is Backreply secure?
Yes. Backreply uses least-privilege OAuth access, maintains a full audit trail of Slack-originated actions, and allows configurable data retention. The team behind it has operated three SaaS products with a zero security incident record over 7+ years.
How long does setup take?
Installation takes minutes. Choose a Slack channel, connect Intercom via OAuth, and map inboxes to channels. No code or custom development required.
