Slack × Intercom integration consists of 2 mechanisms:
- Slack » Intercom (via trigger in Slack channel)
- Intercom » Slack (via Side Conversation)
Whilst this adds lots of convenience by connecting these two system, there are still some big gaps that require manual copy-paste to ensure all the context is available for handoff to other teams.
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Feature Request 1:
Let macros insert Conversation attributes
That way you could easily insert all the contextual information you need straight into the conversation with a few clicks. You could also use workflows to automate sharing context.
Feature Request 2:
Expose Slack thread links and Intercom conversation links as Conversation attributes
In its simplest form, it would also provide easy access to these values via the Intercom conversation sidebar instead of being buried in a private note.
It would additionally allow these values to be used in macros. Intercom » Slack example: start a side conversation in a Slack channel and share a link back to the Intercom conversation. For Slack » Intercom, ideally this would be posted as a bot message only visible to users from the primary workspace (excluding Slack Connect users).