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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! 😄

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