Is there a good reason we should not create new customer records as users (vs. leads)?

  • 14 October 2022
  • 1 reply

We have a lead gen process where consumers are providing us with qualification information so our customer success team can interact with them. We are using Zapier to feed this data into Intercom. We want to be able to crate events for these new customer records (such as Calendly events and the information from the lead form).


(As best we can tell), Zapier allows for the creation of events for Users but not for Leads. Looking at the Lead vs. User definition, Leads are a more accurate description of these consumers. However... if we can't use Zapier to append events to leads... is there a good reason we can't use User records to track these consumers?


Best answer by Daniel M15 19 October 2022, 19:05

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Hey @drew p12​! Daniel from Customer Support Engineering here 🔧 


Leads are able to trigger events in Intercom; I am unsure why this is not possible in Zapier. We don't have any visibility or control over Zapier's actions in Intercom, so this would be best raised with their team as a request 👍