We are using Intercom for Chat- and E-Mail based customer support.
Some of our clients are still calling us by phone - and I would like to track these calls in Intercom, too.
Is there a way to create a new "fake-conversation", in which i could track my phone call:
this would allow me to (hopefully) have a detailled reporting about our support cases - including phone calls.
has anyone ever done something similar?
Hey @michael h17 Racheal from the support engineer team here👋
Have you checked out any of our phone call apps on Intercom from the Intercom App Store in the Phone & Video category? With some of these apps they will automatically link a conversation to a call by using our API to leave a note. For example this is what that would look like with AirCall:
Hello,
However, inbound calls are still marked as ‘chat’ in reporting. Is there a way to have it display as another channel such as ‘phone’?
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