Charles

Learn how you can use charles to chat with your subscribers in real-time with Conversations.

Chatting in charles

Conversations are 24-hour message threads between you and your customers.

Conversation types

Learn how to create and use templates when chatting to customers.

Chat templates

It’s a good idea to automate the response to common questions (like return processes) to free up your time and resources.

Trigger a flow from the feed

Learn about the 24-hour service window and how to create templates to send messages to customers outside of this time.

Understanding the WhatsApp 24-Hour Service Window and Templates

Message template rejection

In this guide, we'll walk you through the creation and management of carts, adding products, applying discounts, and finalising the checkout

Conversation Interface: Carts creation & management

There are a few different ways you can interact with your customers in real time. Learn how below.

Interacting with your contacts

When chatting with customers you may find yourself needing to update their information. In this guide, we’ll show you where and how.

Editing contact information

This document describes how the conversation screen works and what the best practices are to handle your incoming message volume

The Conversation Screen

This article explains how voice message transcription works in charles, where to enable it, and how transcripts can be used by human agents, flows, and AI agents.

Voice Message Transcription

Learn how Meta automatically optimises your marketing campaigns — from text formatting to image filtering — to boost engagement, with full control to enable or disable these enhancements anytime.

Automatic Creative Optimisations (ACOs)

Learn how to bulk resolve or mark multiple tickets as answered in charles, and why closing completed tickets matters for campaigns, flows, and AI agent availability.

How to Bulk Resolve or Mark Tickets as Answered

Manage WhatsApp chats across teams in a sales-focused contact center.

Conversations

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Find answers and get help from Intercom Support and Community Experts

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Track the progress of all tickets and conversations related to your company.

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Track the progress of all tickets related to your company.

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Create your workspace and invite the people you work with.

Set up your account

Build your first workflow and watch it run end to end.

Ship something

Connect the tools your team already uses to bring data in.

Connect your stack

A quick lap of the product so you know where everything lives.

{appName} in 60 seconds

This prototype demo is aware that you are reading “{title}”. It can point you back to the current article, but a production article-aware Fin contract is still follow-up work.

Prototype article-aware answer

Because you already asked about invitations, this prototype demo can add the follow-up: use the role selector before sending each invite to limit access to the teammate responsibilities.

Prototype role-limiting follow-up

This prototype demo suggests starting with your workspace profile, inviting the team members who need access, and then connecting the integrations you use.

Prototype getting-started answer

In this prototype demo, integrations are configured from workspace settings. Choose the integration, connect the account, and review the enabled permissions.

Prototype integrations answer

In this prototype demo, invite teammates from workspace settings, then choose the access each teammate needs before sending the invitation.

Prototype invite-team answer

This prototype demo does not have a scripted answer for that question yet. Try asking how to invite your team or open a source article. No production Fin API was called.

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I’ve got this page open. Ask me anything about it and I’ll answer from the docs.