BackReply is a professional-grade integration platform that bridges the gap between Slack and Intercom, enabling support teams to manage customer conversations efficiently without context switching.
Key Features
- Reply from Slack Threads: Write responses in Slack that automatically sync to Intercom with proper formatting and tracking
- Routing & Ownership Controls: Route conversations to appropriate Slack channels based on tags, teams, or assignees with claim controls to prevent reply collisions
- Workflow Actions: Assign tickets, close conversations, add notes, and view details directly from Slack without accessing Intercom
- Collaboration Tools: Loop in team members (like engineering or founders) without requiring additional Intercom seats
- Security & Audit Trail: Least-privilege access, configurable data retention, and comprehensive audit logging
- Smart Notifications: Surface buried thread activity with intelligent nudges to prevent missed follow-ups
How It Works
- Install in Slack: One-click installation with channel configuration
- Connect Intercom: Secure OAuth authorization for read-write access
- Map Inboxes: Route Intercom inboxes to specific Slack channels with escalation rules
- Reply & Collaborate: Team members respond in Slack threads while BackReply handles the Intercom synchronization
Target Users
- Customer support teams using both Slack and Intercom
- Companies wanting to reduce Intercom seat costs while maintaining collaboration
- Teams experiencing issues with dropped or duplicated replies between platforms
Unique Selling Points
- Built by integration experts with 7+ years of API experience
- Zero security incident track record across previous products
- Specifically designed to prevent the common pitfalls of Zapier workarounds
- Maintains Intercom as the system of record while making Slack the primary reply surface
