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Hello!

The company I work for has 2 separate products with 2 different domains.

I understand I can use one Intercom workspace if I use the same app id > all activity will be sent through to the same workspace.

The products work slightly differently so I will need to capture different attributes for each one.

I am thinking of creating a customer journey for each product, identifying which attributes or events will help in my customer engagement (i.e. which data do I need to trigger an action in Intercom) then asking our devs to integrate it in our tracking. Does that sound like the right approach? Is it normal that I will have some attributes for product A which will never be used for Product B (unless the user is using both products)?

Any tips or best practices welcome!

Hi @claire_c_92 !

While having a separate Intercom workspace for each brand will reduce headaches as far as data-management is concerned, I can totally understand your wanting to do this with one from a financial perspective.

You are correct that all of your User and Conversation data for both products will end up getting stored all together due to this being a single workspace. In order to make sure you are delineating which attributes are related to which product, I would come up with a naming system that makes this clear to you and your team. Something like productA_attribute_name and productB_attribute_name, for example. It’s totally reasonable that you would have some attributes for productA that you don’t use for productB. 

I would recommend that you also create a Boolean Custom Attribute to keep track of what product your customer is using. You could create attributes named productA and productB and assign the true/false values based on which product they use. You can then target your Users messaging based on what product they are Users of. You would set this up in the Audience Rules for you Outbound Messages. So, if you only want a Post message to go out to the Users of ProductA you could add an Audience Rule to the Post that requires productA=true. This would make it so Users of Product B don’t accidentally receive the wrong message!

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