Hello @Asa Nadeau - let me first try to understand what you want to achieve.
Let’s assume you have Customer A and Customer B, and then you have Vendor X, Vendor Y and Vendor Z…
Customer A has agreed to get from you services that Vendor X and Vendor Y offer.
Customer B decided to go for services that are offered by Vendor Y and Vendor Z.
So whenever Customer A sends an email to you, about specific service, you need to forward only the content and not the contact details of the Customer A to either Vendor X or Vendor Y, depending on the content (or the sender or the receiving email address). And do you want this to be two-way communication? So that when specific Vendor replies to you, you want that content (again without any contact details) to be sent to Customer A.
Similarly it goes for Customer B. And they might be using the same service/vendor. Which complicates this.
And all this needs to be automated? No manual work?
I’d say this can not be done in Intercom, out of the box, mostly because Intercom is not Zapier to crunch the content and “digest” it and use the extract of the content to use it somewhere else… Even if that is possible, if Intercom had such capabilities, it would be very complicated to setup workflows to know/decide to which Vendor content should be sent, or in the other way to which Customer, as one Vendor will have more Customers, it’s not 1:1 I assume. You can make some logic on that based on the content of the email, on who is the sender or receiver but good luck with that, honestly, there will always be some cases where something will slip… And back to crunching the content of the email to take only the body of the email without headers, it’s simply not possible.
This might be possible with some additional external logic/processing, like Zapier or even custom developed.
Or am I assuming your use case too complicated and it is actually simpler?
p.s. @Larissa Alberti thanks for the mention!