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Hi,

I hope you are well.

I'm currently setting up Intercom for our business and I would like to establish two separate support teams, each consisting of specific members who can answer any questions our customers might have. The two teams will be Sales Support and Order Support. What we want is for both teams to appear when a customer requests to chat with a representative, and for the conversation to be directed to the appropriate team. How can I set this up?

I've been searching the web extensively but I haven't been able to figure it out. I would greatly appreciate your help. As a token of my gratitude, I'm more than happy to treat you to a coffee.

Hey @Stefan Piontkowski Racheal from the support engineer team here👋 

 

Happy to help! This is definitely possible. Just to clarify- is the piece you are having trouble with the routing? Before getting started with the routing you will want to make sure you have set up a team and have teammates assigned to that team —If you don't have a team already set up, go to Settings > General > Teams & roles. For a walkthrough in creating teams click here.

After you have your team set up you can begin creating Workflows that will direct certain messages to the inboxes you have specified. I’m unsure of the criteria you are setting for these conversations to be routed to the appropriate inbox but that could look something like this:

 

You can read more about the customer opens a new conversation in the Messenger  trigger here

 

PS: I would like to take your coffee offer, and double it to a member of your support team. 🫡 


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