We have a situation where a service provider we work with to deliver service to our customers creates conversations within Intercom regarding actions around said service. Our customers may also create conversations about the same issue or task.
In a nutshell:
Partner service provider conversation about task(n) > Me < My customer’s conversation about task(n)
I drive communication on progress and status between the two entities.
The problem I am seeing is trying to tightly organize the conversations in such a way where I can reference between them quickly and efficiently in the Intercom UX.
Side-conversations have been great for managing communications when I am the one establishing a thread to either the partner or customer entity, but is impossible for intake from either.
I would like a way to have a “related conversation” element in Links section of a given conversation where I can reference a related conversation from a different entity and have a similar UX to a side conversation where I can click the Related conversation and it opens in a side panel. When relating conversations together, either conversation in the main panel can open the other as a side panel.
Have other customers had a similar request for the Intercom UI?
Kind Regards,
Hector
