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Answered

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


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?

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3 replies

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  • Expert User
  • 1152 replies
  • 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?


  • Author
  • New Participant
  • 1 reply
  • 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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  • Employee
  • 1630 replies
  • 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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