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Hello,

We’re working on integrating Intercom into our application and need help with the following use case:

Goal

We want users to initiate a conversation in our application, which would then be automatically sent with a message generated by our app (not written by the user). This message would include essential details, such as information about an error the user encountered. Additionally, we want the conversation to be directly routed to a specific inbox in Intercom.

Context

  • Backend Solution (avoided): While we could handle this via the backend by creating the conversation and using tags or keywords with an Intercom workflow to route it, we want to avoid a server-side implementation.
  • Preferred Solution: The conversation should be initiated by the user but automatically sent with a pre-filled message from the app on the client side, and routed to the correct inbox.

Question

Does Intercom provide an API or client-side solution to:

  1. Allow users to initiate a conversation that’s automatically sent (without user's action ) with a pre-filled message from the app?
  2. Assign this conversation directly to a specific inbox?

Thanks in advance !

Hello ​@axel-indy 👋

It sounds like you could achieve what you’re looking for here using Events to trigger Workflows for your contacts when they hit a certain issue on your app. This would open a Conversation based on the Event that fired.

Alternatively, you could use the Pre-populated message option using the JavaScript API to send a message when a particular error occurs. You can then use a Workflow to route this to a specific inbox afterwards.

Let us know if you have any questions on this 🚀

 

 

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