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Pick up the conversation.
Keep the useful context.

Ask Nine to read the conversation and leave a clear handoff in Intercom. The next teammate gets the request, what has been tried, and the question still to resolve.

Intercom
Add Nine to Slack Explore the work

The next teammate can start with the unresolved question.

Read this Intercom conversation and add a contact note summarising what the customer needs, what we have already tried, and what the next teammate should check.

Illustrative workflow and deliverable.

Nine

What the next support teammate needs to know

The customer needs a complete account export. Retrying did not resolve the missing records.

Customer needs
A complete export for the upcoming account migration.
Already tried
The customer retried the export. The same records were missing.
Open question
Is the export filter excluding those records, or is the export incomplete?
Next check
Compare the requested date range and filters with the records the customer expected.

Supporting context

  • Conversation history
  • Latest customer response

Illustrative deliverable, for your team’s review.

How Nine gets there.

Read the whole thread.

Retrieve the conversation and relevant messages, then identify the associated contact.

Include the customer’s latest response, not just the first request.

Find the unresolved question.

Summarise the request, previous attempts, and the issue still blocking the customer.

Distinguish an attempted fix from a confirmed resolution.

Leave a useful handoff.

Save the summary on the contact with a recommended next check.

Keep ownership and external commitments with the support team.

The result starts
a conversation.

A concise handoff is saved on the contact for the next support teammate.

Alex

Call out what we’ve already ruled out.

Nine

The note now puts the unsuccessful retry alongside the open question, so the next teammate doesn’t start with the same suggestion.

Illustrative follow-up in # support-handoffs.

Delivery, access, and your team’s role.

Where the work lands

Internal note · Intercom contact

A concise handoff is saved on the contact for the next support teammate.

Access needed

Conversation and contact read access, plus permission to create contact notes in the connected Intercom workspace.

Your team’s part

Your team assigns the owner and decides the next customer response.

This handoff stays internal. It does not reply to the customer or make commitments on your team’s behalf.

Intercom

What gets easier.

Pick up without rereading.

Bring the customer’s request and the important history together in one focused note.

Avoid the same suggestion twice.

Make previous attempts and their results explicit so the next teammate can move the investigation on.

Keep the handoff with the contact.

Leave the summary where the team can use it, rather than in a separate document to track down.

Another useful handoff.

Billing support

Bring the conversation, subscription, and invoice history into one clear support handoff.

Example result: The latest invoice reflects a higher seat quantity than the previous period.

Call preparation

HubSpot account context and Google Calendar meeting details, brought together in a focused call briefing.

Example result: A HubSpot account note about a platform partnership makes integration ownership a useful topic for the call.

For your working day.

Customer success managers

Give Nine the account research, billing investigation, or internal handoff. Get the relevant context together in a brief or note you can review, then decide how to move the customer conversation forward.

Support specialists

Delegate the thread reading and handoff preparation to Nine. Bring the customer’s request, previous attempts, and unresolved question together so you can decide the next useful check and customer response.

Bring a conversation worth handing off.

Show us the context your next teammate needs and where the handoff should land. We’ll discuss how Nine could help with your support workflow.

Add Nine to Slack Talk to the founder

Your first
useful handoff.

Join the early-access list. Tell us what you’d like Nine to do and which tools it needs.

No purchase commitment. This joins the list; it doesn’t create an account or book a call.