The Brands feature is overly complex (and in some ways limited) for workspaces/organizations that simply want different email signatures for different teams.
Allow email signatures to be customized by team with settings at the team level. Allow a team’s signature to override the default workspace signature if a team signature is set up.
Team signatures should apply anytime a conversation is assigned to a specific team with a signature set up.
There should also be a setting that can be flipped to allow the team signature to override a brand signature, or be overridden if the message meets the criteria for a brand.
Alternatively, or in addition to this update, Intercom should add support for Brands in workflows. Currently you can’t easily create a workflow that sets a conversation’s brand based on the team it is assigned to. You can assign a team based on a brand, but you cannot assign a brand based on team assignment.
It’s also not possible to update a brand using macros. The option for Brand shows up as a data point you can set, but if you select a non-default brand, the action becomes invalid.
We’re now using Data Connectors to set brands through workflows.