Answered

Label Previous Messages

Forum|Forum|1 year ago
May 30, 2024
2 replies
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Ceili Solliday
New Participant

We’re just starting out with Intercom and are currently completing internal testing of our support chat workflow. One suggestion we’ve received from a tester was to label previous conversations so our customers can easily find a specific chat in their message history. Is it possible to label or tag conversations that will be displayed to the customer?

Best answer by Nathan Sudds

@Ceili Solliday This is an interesting idea although I think it’s not possible right now it’s also probably not too necessary for real world usage vs test data -- when you see a user’s actual conversations in that history generally it’s easy to pick out the one you want to open because each one has a unique last message or status. Here’s an example of my recent chat history with Intercom

You can see that it’s much less confusing than a whole list of the same message that might be created during testing.

Hope this helps!

+7

Nathan Sudds
Top Expert
Answer
Forum|Forum|1 year ago
May 31, 2024

@Ceili Solliday This is an interesting idea although I think it’s not possible right now it’s also probably not too necessary for real world usage vs test data -- when you see a user’s actual conversations in that history generally it’s easy to pick out the one you want to open because each one has a unique last message or status. Here’s an example of my recent chat history with Intercom

You can see that it’s much less confusing than a whole list of the same message that might be created during testing.

Hope this helps!

Nathan Sudds, Intercom Consultant | activelabs.ca | Book a free call: cal.com/nathansudds/intercom. Case study: https://www.intercom.com/customers/jukebox

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