Multiple devices, one user, multiple IDs

Question

We have users that has multiple devices.We're using "Intercom for React native" SDK to allow these users to contact us via intercom.When a user contacts us we'd like to know which device is the device is it.We know that there are 2 ways to implement it:Option 1, which we've used till a few months ago, is to login to intercom using the same user in each of the devices, and use a "device_id" conversation attribute to identify the device. We found this method is a bit tricky cause when the user open intercom on another device they'll be able to continue the conversation although the conversation device id attribute is the first one…Option 2, which is currently implemented, was to login to Intercom in each device using a different user, and basically create multiple users for the same customer. It means that the same email address is associated with multiple intercom users. The problem here is that when the user contacts us through the email (sending an email to support@example.com through a different device which is NOT the tablets) , we're not sure which user will be related by intercom to the inquiry.What's the best practice for such use case?

Jacques Reynolds · Accepted Answer

Hey ​@Rotem Ben Shitrit👋 Jacques here from Support Engineering.This data is actually included in a User’s data in Intercom by default on their User Profile in Intercom. You can also retrieve device-specific information for a contact viaour RESTAPI. When a user contacts you, the API can supply details such as the name and version of the browser, the operating system, and for Mobile devices, the app name, app version, device name, OS version, and SDK version. This information can help you identify the specific device the user is using to contact you. For example, you can get the Android device name like "Pixel 3" or the browser name and version if they are contacting from a web browser. This data is available in the API responses when you retrieve a Contact with their User ID.Here is how it looks in the Contact Schema:Hope this is clear!

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