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We have setup intercom as our helpdesk for our Shopify ecommerce business. 

Customers who are logged in to their shopify account are getting excellent replies from FIN, with order information etc. But when a customer chats to FIN and they are not logged in, they only get generic knowledge center information. 

What is the best workflow / solution to make sure Visitors log into shopify before chatting?

  • Can FIN prompt the user to log in at the start of a visitor chat?
  • Can FIN authenticate the user just with the email / order number? 

We’re also looking for someone to review our whole setup and offer some improvements, please get in touch if you can help us out. 

Thanks! 

Scott


 

Hi ​@Scoobs001 Seán here from the Intercom engineering support team 👋 how are you doing today?

Some great questions here.

The most straightforward way to be to turn off the messenger for visitors and leads so it won’t even show unless they log in:

 

 

 

 

 

 

 

 

 

 

 

 

But this may not be ideal so you can get FIN to prompt the user to log in at the start of a visitor chat by configuring a Workflow so that when a contact is a lead/visitor and they open the messenger, Fin asks them to log in before continuing (e.g., show a message with a login link).

But it is not possible to verify a User through the messenger they must log in for security reasons.

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