Hello! I’m new to our Intercom/Salesforce Integration and have been asked to troubleshoot an issue.

In our Salesforce integration we have cases configured to create automatically and automatically assign Intercom teammate as the case owner.

We are seeing some cases created where the owner is assigned correctly, but other times the case is assigned to the owner who installed the app so I’m trying to figure out why this is happening.

I'm wondering when exactly the case is created during the process of a conversation being started and then assigned to a team member. If there is lag time between when the conversation is created and a team member responds to take ownership, could the case get created during that lag time? Or does the case only create as soon as a team member responds? It makes sense to me if the case is created while still in the Inbox that it gets assigned to the person who installed the app, but I can’t find documentation anywhere that confirms that.

Also wondering then, based on best practices, should we set up an Inbox Rule to create the case so we can better control this?

Any help, suggestions would be much appreciated, thank you!