For context: We are a brokerage service. We have been using intercom for over 4 years for the support team only. We have a support email which is our default email, and intercom works great for the support team. 

The past month we have moved all our brokers into intercom and we are struggling to optimise their workflows. They have come from only using Gmail. So each broker (10) have direct email address that their clients email. We have a team of about 5 success team member, who assist the brokers in managing their inboxes 24/7. 

Some of the issues we’ve encountered are:

• Escalating in to support, and whilst the client waits for support they continue to email in the same thread which requires the brokers attention. 
• When starting an outbound email it defaults to the support email instead of their own. 
• Too many macros and Tags
• We have group emails Transactions/verification and clients email these (when they really shouldn’t) with order requests, and with our Salesforce integration we made a workflow that looks at who the broker is and assigns there. But when the broker replies it is sent from the default email address (support) and so any replies the client sends comes to us in support and not back to the broker.

One thing i was thinking about trying, is to use Brands. I was thinking of setting up each broker as their own brand with their own email signature, and their own default email address. But not sure how this would interact with everything else, and how would escalating stuff work etc I’d like to see it in action. I learn a lot more by watching and doing rather then reading an article. 

Has anyone else used brands in a similar fashion?