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?

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

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?

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

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