The By Dawn sidebar in Intercom

This page is for support teammates working in the Intercom inbox. It shows you how to turn a customer’s request into a By Dawn ticket without leaving the conversation, link it to a ticket that already exists, and see where that customer’s requests stand. You’ll also know what By Dawn posts back to the conversation when the work is done.

The sidebar appears once an org admin has connected your Intercom workspace to By Dawn (see Intercom). You don’t need a By Dawn account to use it: By Dawn records your name on what you file, as provenance, and never signs you in as a By Dawn member.

Open it

Open a conversation in the Intercom inbox and find SawRun among the apps in the conversation’s sidebar. If it isn’t there, add it to your inbox sidebar from Intercom’s app settings for the sidebar. Each teammate chooses their own sidebar apps.

The sidebar opens on the customer:

• The header names the customer’s company, or the customer when Intercom has no company for them: SAW · Acme. Under it are two counts: Open requests from Acme and Shipped for Acme (90 days).
• This conversation lists the By Dawn tickets linked to it, with each one’s status. With none yet it says No SAW tickets linked yet.
• Other Acme requests lists open tickets linked from the company’s other conversations, so you can tell the customer “that’s already on the list”. It appears only when there are some.

Each list shows a few tickets and says how many more there are. The sidebar only shows tickets in the projects your admin granted to Intercom, so it never shows anything you couldn’t find with its own search.

The view is refreshed when you open or switch to the conversation, and after anything you do in it. It can be up to 30 seconds behind By Dawn.

File a ticket with AI

When your org admin has turned AI create on, the first button is ✨ Quick-file with AI. By Dawn reads the conversation and drafts the ticket: a title, the project, the priority, a label and a summary.

1. Choose ✨ Quick-file with AI. The ✨ AI draft opens.
2. If By Dawn found tickets that may already cover this, they’re listed under Likely duplicates: link one instead, each with why it matched. Pick one to link it instead of creating a new ticket.
3. Otherwise, check the Project, Title, Description, Priority and Labels, and change what’s wrong.
4. Choose Create & link.

You see ✅ Created SAW-142 and linked it, with Open in SAW, and a button back to the customer. Nothing is created until you choose Create & link, so a wrong draft costs nothing.

If the draft can’t be made in time, the same form opens empty with The AI draft isn’t available right now, so fill this in.

File a ticket yourself

1. Choose Create manually. If your admin set up templates, pick one, or the form opens blank.
2. Pick the Project and check the Title. The title starts as the conversation’s subject, or its first line, and the Description starts with the opening of the conversation, quoted.
3. Set the Priority and any Labels, then choose Create & link.

A ticket needs a title and a project, and a title over the limit is refused with how long it may be. If the workspace hasn’t been granted any project yet, the form says so instead, and an org admin grants one in By Dawn.

Link a ticket you already have

1. Choose Link existing.
2. Type a ticket id such as SAW-123, or a few words of its title, and choose Search.
3. Pick the ticket. By Dawn asks Link SAW-123?
4. Tick Add conversation as comment if the people working on the ticket should read the conversation itself. By Dawn adds it to the ticket as a comment, with who said what.
5. Choose Link.

You see ✅ Linked SAW-123. To undo a link, choose Unlink SAW-123 under the ticket in This conversation. That stops By Dawn posting to this conversation about it, and the ticket stays as it is.

Customers and the quote

When your organization uses Customers, each ticket you file or link here also records a request from the conversation’s company on that ticket. If the company isn’t a customer yet, By Dawn adds it, unless your admin turned that off. Without a company, By Dawn tries the contact’s email domain.

The create and link forms have Quote the customer, ticked, with the customer’s first message below it under Quote. Edit it down to what they asked for, because people working on the ticket read it on the request. Untick it to leave the request without a quote. Either way, the conversation itself reaches the ticket only if you tick Add conversation as comment.

With Customers on, Open requests from Acme, Shipped for Acme (90 days) and Other Acme requests count the customer’s requests from everywhere they asked: email, chat, the API and requests added by hand, as well as Intercom. They’re still limited to the projects granted to Intercom.

Unlinking a ticket removes the request that link made. Requests added any other way stay.

What By Dawn posts back

When a linked ticket is completed or canceled, By Dawn adds an internal note to the conversation and reopens it if it was snoozed or closed, so it’s back in someone’s queue to tell the customer. Customers never see the notes. A note looks like this:

SAW · Completed
SAW-142 · Export fails on large boards
Status: Done
https://app.sawrun.com/…

It has the ticket’s id, title, new status and a link to it in By Dawn, and never any code or anything from the agent’s work. Your admin chooses which events post a note, which ones reopen the conversation, and which Intercom teammate the notes come from (see Intercom).

When the sidebar shows something else

• Still working… By Dawn is taking longer than usual to finish what you asked. Choose Refresh to see the result. It’s done once, however many times you refresh.
• That didn’t go through says why the ticket couldn’t be filed or linked, with Back.
• That action expired or was already used. Try again. The sidebar was left open for more than 30 minutes, or the button was pressed twice. Do it again.
• Something went wrong with Try again: By Dawn couldn’t answer. Try again in a moment.
• Reconnect SAW: By Dawn lost access to the workspace, for example because Intercom stopped accepting By Dawn’s access, or the By Dawn admin who connected it left the organization. An org admin connects it again.
• SAW isn’t available here: your organization’s By Dawn plan doesn’t include Intercom. An org admin can change the plan.
• This Intercom workspace isn’t connected to SAW yet. Nobody has connected it, or it was disconnected. An org admin connects it in By Dawn.

FAQ

Does the customer see anything?

No. By Dawn only adds internal notes, which Intercom shows to teammates. Reopening a conversation doesn’t send the customer a message either.

Can I file into any project?

Only into the projects your org admin granted to the Intercom workspace. Restricted projects are never offered.

What does AI quick-file send, and where?

The conversation’s text, and the ids and titles of tickets in the granted projects, so the model can draft and find duplicates. Nothing is kept beyond the ticket you create, and it’s never used to train a model.

Can I link one conversation to several tickets?

Yes. A conversation can link to several tickets, and a ticket to several conversations. Each linked conversation gets its own note.

Next

• Intercom: connecting a workspace, its settings, and what By Dawn stores.
• Chat integrations: By Dawn in Slack, Discord and Microsoft Teams.