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We have our Facebook messages linked to our Intercom inbox so the team can answer customer queries from Intercom. Sometimes I need to check between a Facebook conversation on Meta Business Suite and on Intercom, to see who answered the query. But if I search the customer’s name in Inbox Search, they never show.

 

You can search for the customer in Contacts and get to the conversation that way, but it seems odd for the conversation not to appear when searching the Inbox.

 

Why is this the case?

Hey @Rhiann Porter 👋 Eden from the support engineer team here.

 

I can see why this would seem like strange behavior! I’m not 100% sure on if this expected or not, so I have escalated this with the Support team as a conversation for further investigation and testing. They will respond to you there as soon as possible. 👍

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