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Allowing Sales agents to start a conversation on the customer's behalf

  • May 21, 2021
  • 3 replies
  • 30 views
V

Customers sometimes reach out to the sales team directly (through a call/WhatsApp etc) to raise an issue. We want our sales team to be able to start a conversation with the Support team and add the customer to it.

 

What is the best way to support this?

 

Best answer by Roy

Hello @vaishali​,

 

Does your sales team use Intercom? How about just create a conversation and assign it to the proper team member?

3 replies

Roy
Top Expert ✨
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  • Roy
  • Top Expert ✨
  • Answer
  • May 21, 2021

Hello @vaishali​,

 

Does your sales team use Intercom? How about just create a conversation and assign it to the proper team member?

V
  • Vaishali
  • Author
  • New Participant
  • May 21, 2021

Hi @roy s11​,

 

The sales team does not use Intercom. They do use Salesforce though. Can they create a conversation if they're not on Intercom?

Eric Fitz
Employee
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  • Eric FitzEmployee
  • Employee
  • May 24, 2021

Hey @vaishali​, to expand on Roy's solution, your Sales team could send an email to an address which forwards to Intercom, with the customer in CC. This would create a new conversation for your Support team, in Intercom, of which the customer is also a part.

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