Create some type of identifier that the agent is able to easily see once a conversation enters their inbox. This will let the agent know that its a chat or an email and thus priority is set on the live chat.
Submitted
Identifier that lets the user know if new conversation in their inbox is a chat or email
+3- Intercom Team
Hi
Jennifer here from Intercom. I’ll let our product team know this is a feature you’re eager for!
Please provide any feedback or share any context you may have in regards to your use case here - I will pass this along to the Product team for you! 💡
Hi Jennifer,
At the moment, our team members are having trouble distinguishing between live chats and email responses from their inboxes. It would be really helpful if there could be some sort of visual label or identifier to help them recognize this straight away, without needing to open the conversation first. This feature will enable us to prioritize our live guests better.
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