Backreply
Stop context-switching. Reply to Intercom customers without leaving Slack.Your support team lives in Slack, but Intercom's native integration only sends notifications; you can't reply back. Every customer message means switching apps, losing focus, and wasting time. Research shows each app switch costs 23 minutes to regain focus.BackReply fixes this with true bidirectional sync between Intercom and Slack.How it works:- New Intercom conversations automatically post to your designated Slack channel
- Reply directly in the Slack thread; your message goes straight to the customer in Intercom
- See the full conversation context, customer details, and conversation status right in Slack
- Attachments, formatting, and rich content sync seamlessly both waysKey features:- Reply from Slack – Respond to customers without opening Intercom
- Bidirectional sync – Messages flow both ways in real-time
- Thread continuity – Customer follow-ups appear in the same Slack thread
- Smart notifications – Configurable alerts so you never miss a customer message
- Team collaboration – Non-Intercom users can view and contribute without extra licenses
- Conversation actions – Close, snooze, or reassign conversations from SlackBuilt for B2B support teams who:- Manage customer communication across Slack Connect channels
- Want their team collaborating in Slack, not siloed in Intercom
- Need to reduce tool-switching overhead
- Have team members who don't need full Intercom seatsBackReply bridges the gap that Intercom's native integration leaves open; turning Slack into your true support command center while keeping Intercom as your customer-facing platform.
- Reply directly in the Slack thread; your message goes straight to the customer in Intercom
- See the full conversation context, customer details, and conversation status right in Slack
- Attachments, formatting, and rich content sync seamlessly both waysKey features:- Reply from Slack – Respond to customers without opening Intercom
- Bidirectional sync – Messages flow both ways in real-time
- Thread continuity – Customer follow-ups appear in the same Slack thread
- Smart notifications – Configurable alerts so you never miss a customer message
- Team collaboration – Non-Intercom users can view and contribute without extra licenses
- Conversation actions – Close, snooze, or reassign conversations from SlackBuilt for B2B support teams who:- Manage customer communication across Slack Connect channels
- Want their team collaborating in Slack, not siloed in Intercom
- Need to reduce tool-switching overhead
- Have team members who don't need full Intercom seatsBackReply bridges the gap that Intercom's native integration leaves open; turning Slack into your true support command center while keeping Intercom as your customer-facing platform.
Backreply will be able to view:
Backreply will be able to do:
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General
Developer
OCTOPODS SOFTWARE SYSTEMS LIMITED
Company headquarters location
Ireland
Terms of service
Privacy & data governance
Data retention policy
Backreply retains Customer Data only for as long as necessary to provide the service and fulfill the purposes described in our Privacy Policy. Slack workspace tokens, user identifiers, and configuration settings are retained while the integration remains active. Message content that passes through Backreply for synchronization between Slack and connected platforms is processed in real-time and not stored beyond the immediate processing window. Metadata related to conversation threads (such as thread identifiers and timestamps) is retained to maintain message threading continuity. Customers may request data exports or deletion at any time by contacting team@backreply.com. Upon account termination, Customer Data is deleted within 30 days unless retention is required by law or legitimate business purposes such as fraud prevention.
Data archiving and removal policy
Backreply provides mechanisms for customers to manage their data lifecycle. Workspace administrators can disconnect the integration at any time through the Backreply dashboard, which immediately revokes access tokens and stops all data processing. Upon disconnection or account deletion, associated Customer Data, including workspace configurations, notification rules, and teammate mappings, is queued for permanent deletion and removed from our production systems within 30 days. Customers may submit data removal requests to team@backreply.com for immediate processing. We do not archive or retain copies of deleted data except where required for legal compliance, security investigations, or backup recovery purposes, in which case isolated data is purged according to our backup rotation schedule (maximum 90 days).
Data storage policy
Backreply stores Customer Data on secure, encrypted infrastructure hosted within the United States using industry-leading cloud providers (Heroku). All data is encrypted at rest using AES-256 encryption and in transit using TLS 1.2 or higher. Access to Customer Data is restricted to authorized personnel on a need-to-know basis, with all access logged and auditable. OAuth tokens and sensitive credentials are encrypted using application-level encryption before database storage. We implement logical data separation between customer workspaces to ensure tenant isolation. Backreply does not sell, share, or use Customer Data for advertising purposes. For customers with specific data residency requirements, please contact us to discuss enterprise arrangements.
Data center location(s)
United States
Data hosting details
Heroku
Data hosting company
Heroku
App/service has sub-processors
yes
Guidelines for sub-processors
App/service uses large language models (LLM)
no
Certifications & compliance
Data deletion request procedure
When a customer or individual requests data deletion from Backreply, we acknowledge the request within 48 hours and verify the requestor's identity and authorization to make such requests. For workspace-level deletion, the request must come from an authenticated workspace administrator. Once verified, we initiate the deletion process which removes all associated data, including OAuth tokens, workspace configurations, notification rules, teammate mappings, and conversation thread metadata, from our production systems within 30 days. The requestor receives confirmation once deletion is complete.
HIPAA compliant
no
While this app may offer HIPAA compliance, Slack does not have a business associate agreement with any third-party application providers, including those in the Slack Marketplace, so you are responsible for validating the provider's compliance and executing an appropriate agreement before enabling.
Security
Supports Single Sign On (SSO) with the following providers
Intercom, and Slack
Supports Security Assertion Markup Language (SAML)
no
Has a dedicated security team
no
Contact for security issues
team@backreply.com
Has a vulnerability disclosure program
no
Has a bug bounty program
no
Requires third party authorization/connections
yes
Uses token rotation
no