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Not really a question but more of a comment/feature request.

  • May 16, 2022
  • 1 reply
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Not really a question but more of a comment/feature request. One of the biggest issues I have using Intercom as a support person is active users showing up as "leads" when they message in via the chat widget. I have to then add them to their company record manually (after trying to figure out who they are) and even after that the lead record often doesn't merge with the user record so you end up with multiple user and lead records with the same exact contact info. We've already tried all the different ways to troubleshoot this and have yet to find a solution. It would be helpful to have an easier way to merge users and leads.

1 reply

  • 0 replies
  • May 31, 2022

Hey @jolie​ ! I'm Mat and I'm one of the Group Product Managers at Intercom. Thank you for your question 🙏 I chatted with our Product team about this, and they had some thoughts to share.. hope they're helpful 👍

 

If I understand this correctly I think there might be two parts to this question/observation; these are (1) it is difficult to know which company a Lead belongs to when they start a conversation and (2) merging a conversation with a Lead into a User is difficult.

 

Looking at (1); My assumption here is that the end-user that has initiated a conversation is not logged in? If that is the case, then I can understand how it may be difficult/impossible to know resolve the identity of the person inbounding. The most straightforward solution here would be to prompt the end user to log into your app. Once logged it, it should be relatively easy to pass the identity data from your web app/mobile SDK into Intercom - this can include data such as the User attributes and the Company data. For more on how to do this - reach out to your Account Manager or Intercom Support.

 

Looking at (2); as you say, there are a number of workarounds here - this workaround tends to meet the needs most of the time for customers. It would be great to understand if you’ve tried this and whether it works or not. For more on how to do this - reach out to your Account Manager or Intercom Support.


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