- Our team does a lot of internal comms in internal notes, so lots of discussion and questions are asked in conversations.
- We want topics to “read” what we are saying (sometimes our language about a topic is more consistent than the customer’s) but currently topics will ‘read’ internal notes, which decreases accuracy because that could include new hire questions, theories, and otherwise irrelevant info to what the conversation is ultimately about.
- As a “fix” we have had to change topics to only read customer messages, but this ultimately decreases the amount of conversations being automatically assigned a topic.
Submitted
Ability to select Internal Notes, Public Replies, or both when selecting Participant Is Teammate in Conversation Topics
+3- Intercom Team
Hi
Jennifer here from Intercom 😊
Thanks for this feedback, I will let our Product Team know 🚀
- Our team does a lot of internal comms in internal notes, so lots of discussion and questions are asked in conversations.
- We want topics to “read” what we are saying (sometimes our language about a topic is more consistent than the customer’s) but currently topics will ‘read’ internal notes, which decreases accuracy because that could include new hire questions, theories, and otherwise irrelevant info to what the conversation is ultimately about.
- As a “fix” we have had to change topics to only read customer messages, but this ultimately decreases the amount of conversations being automatically assigned a topic.
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