What happened after the conversation closed.
A closed conversation records what your team did. It doesn’t say whether the customer’s problem went away, or whether the follow-up you promised happened. We’re working out how to show both for Intercom teams.
Notify me at launchReal-time CSAT ratings and DSAT alerts in Slack, a Friday team report, AI scoring of closed conversations against your QA rubric, and predicted CSAT for conversations customers didn’t rate. See the product overview. None of these follow a customer across conversations yet.
Did the problem come back?
Match a closed conversation to what the same customer sent next, including when the repeat arrives as a brand-new conversation instead of a reply to the old one.
Did the promised follow-up happen?
When an agent tells a customer “we’ll get back to you Thursday”, that is a commitment with a date. See which ones were kept and which went quiet.
Which issues keep returning?
Group repeats by underlying issue, not by customer, so a recurring problem points at a help article, a bug or a policy, not at one agent.
You can answer these questions in Intercom with tags, exports and a weekly review. These guides show how.
Be told when there’s something to try.
Leave your email and we’ll send one message when it’s ready. No drip sequence, no newsletter. We haven’t set a date.
Get notified at launch
One email when after-close tracking is available.
What is after-close tracking?
A way to see what happened to a customer’s problem after the Intercom conversation about it was closed: whether the same customer came back about the same issue, and whether a follow-up your team promised actually happened. Today most reporting treats each conversation as finished the moment it closes.
Is it available now?
No. It is not released and we have not set a date. Add your email and we will send one message when there is something to try.
What does Supportman do today?
Supportman posts every Intercom CSAT rating to Slack as it lands, routes negative ratings to their own channel, sends a Friday team report, scores closed conversations against your QA rubric, and predicts CSAT for conversations customers did not rate. None of that follows a customer from one conversation to the next.
Can I track repeat contacts in Intercom today?
Partly. Intercom marks a reply to a closed conversation as a reopen, but a repeat problem that arrives as a new conversation does not show up that way. The Field Notes linked below walk through a manual method for each case.