I’m handling support requests as one person and need to reply as different "teammates" to create different identities for escalation purposes. I want a consistent "general support" face for initial customer interactions, but need the ability to escalate to specialized teammates when necessary.
The challenge is that I don't want to constantly log in and out of different accounts to switch identities. I’m looking for a feature that would let me select which teammate identity to reply as from a single login session.
Currently, Intercom doesn't offer this functionality - each reply is tied to whoever is logged in, and there's no dropdown to switch teammate identities within one session. The only workaround is sharing login credentials for different teammate accounts and logging in/out as needed which is difficult and clunky.