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What is Backreply?
Backreply bridges Intercom and Slack, allowing your team to respond to customer conversations directly from Slack without switching tools. If your support or sales team uses Intercom for customer messaging but spends most of their time in Slack, this tool reduces context-switching by bringing notifications and reply functionality into your existing workflow. You can read incoming messages, compose responses, and send them back to Intercom customers all from Slack channels. The freemium model means you can test the integration at no cost before committing.
Key Features
Slack notifications
Receive Intercom messages as Slack alerts so you see customer inquiries in real time
Reply from Slack
Compose and send responses to Intercom conversations without leaving Slack
Conversation threading
View full conversation history within Slack to maintain context
Team collaboration
Multiple team members can see and respond to the same conversations
Freemium access
Use core functionality free, with optional paid features for advanced needs
Pros & Cons
Advantages
- Reduces tool-switching between Intercom and Slack, saving time for support teams
- Keeps conversations visible to your whole team in one place
- Free tier lets you try the integration with no financial commitment
- Simple setup; integrates with tools most teams already use daily
Limitations
- Limited to Intercom users; if you use a different customer messaging platform, this won't help
- Slack-dependent workflow means if Slack is down, you lose access to customer responses through this tool
Use Cases
Support teams managing customer inquiries across multiple channels; responding to Intercom messages without opening a second application
Small businesses using Slack as their communication hub; centralising customer and team messages
Remote teams needing quick response times; getting instant Slack notifications for urgent customer messages
Cross-functional teams collaborating on customer issues; keeping sales, support, and product in the same Slack conversation