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we would like to forward all incoming e-mails sent to our support team to intercom.

 

this can be achieved by using the default inbound address from the e-mail forwarding settings in intercom. no problem.

 

BUT: we do have 2 teams in our support:

  • one team for all clients in france (french speaking only)
  • 1 team in germany (german speaking only)

 

we are using 2 e-mail addresses for our clients:

  • france-support@company.com
  • germany-support@company.com

 

if i forward all imcoming e-mails to my germany-support@company.com e-mail address to the intercom default inbound address, everythin is OK - i receive these e-mails as new chat in the intercom inbox.

 

BUT: we are usinig 2 inboxes in intercom:

  • GERMAN support team
  • FRENCH support team

 

can i create 2 default inbox addresses, so that this would be possible:

 

  • client in France sends an e-mail to france-support@company.com --> will start a new chat in the France Inbox in intercom
  • client in Germany sends an e-mail to germany-support@company.com --> will start a new chat in the German Inbox in intercom+

 

can anoyone tell me, if this is possible?

Hey @michael h17​! Oséas here from the Customer Support Specialist team 🕵️

 

Yes, that's definitely possible. You'll need to first setup email forwarding for both these email addresses. Once you have it done, you can create two Inbox rules to route conversations sent to these email addresses to the right team inbox. The Inbox rules would look as following:Markup on 2022-09-09 at 15:22:35Markup on 2022-09-09 at 15:23:02

@oseas​ : thanks for the quick help! :-)

No problem at all! 😄

Question for this thread how do we accomplish this with workflows not that rules do not exist. 

Question for this thread how do we accomplish this with workflows not that rules do not exist. 

Hey ​@Anthony Gallardo , 

 

It’s simple, the workflows are same as rules before but they are now called “background workflows” as they are not as chatbots that send messages to users… 

Go to Workflows and try creating one with this template:

 

And after a few clicks you will get:

 

 

Notice the “background” icon this workflow has in the list of workflows. 

 

 

You can set exactly the same logic as in the old rules, just visually more appealing :) 

Hope that helps, cheers!

 

 

Thank you for this - follow-up question how do I exclude a specific team from getting FinAI responses? I so far have adjusted the audience to all the workflows including the team’s email. I went into FinAI configure audience and selected is not email to x email but Fin is still sending a response. Any tips to get FinAI to not response to specific team inboxes TIA.

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