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Hi everyone,

I’m Darshan Hiranandani, We have two support teams for different language groups, with separate email addresses for each:

  • france-support@company.com for the French team
  • germany-support@company.com for the German team

Currently, we’re forwarding emails to Intercom’s default inbound address, which works for the German team’s inbox. However, I’d like to set up a system where:

  • Emails to france-support@company.com go to the French Support Team inbox in Intercom.
  • Emails to germany-support@company.com go to the German Support Team inbox in Intercom.

Does anyone have suggestions or know if this is possible? Any help would be appreciated!

Thanks in advance!
Regards 

Darshan Hiranandani

Hi ​@darshanhiranandani24, have you tried a “When customer sends their first message” workflow set to just email channels, then use the filter “email to” or “email recepient” to then say where it needs to go? Not tested this myself but it may work!

Hi Darshan!

 

We use workflows for this particular scenario all the time, so I’m glad to share my knowledge on the subject 😀

 

You’re on the right track with forwarding the emails into your Intercom workspace’s default inbound address - you’ll need to make sure that both of your email addresses are forwarded into the same address.

 

I’ve mocked up a quick workflow below in the screenshot that shows how to route emails into their respective team inbox:

 

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