Intercom Specialist for Workspace Optimization

We are seeking an experienced Intercom specialist to enhance our current workspace by improving automation, routing, and reporting. The goal is to optimize these processes without rebuilding the system from scratch or using chatbots.

This project includes:

Setting up auto-close rules (30/60-minute logic with snooze exceptions).

Implementing CSAT automation (send survey 72 hours after closure, skip if reopened).

Configuring conversation reset behavior (create new thread after 72h inactivity).

Improving inbound routing (VIP/Concierge inboxes, round-robin or fallback).

Creating outbound “Series” for proactive communication.

Reviewing our Help Center and macros for structure and consistency (recommendations only, no full rebuild).

Enhancing topic/tag tracking and reporting accuracy.

Providing handoff documentation and light admin training (1–2 hour walkthrough or recorded videos) so our team can maintain the setup moving forward.

We’re not looking for:

Chatbot or AI-driven snippet setup.

Full rebuild of our Intercom environment.

• Fully functional workflows and automations tested in our workspace.
• Updated routing and CSAT systems.
• A brief Help Center recommendations summary.
• Recorded walkthrough or live training for our admin.