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Help desk for Multiple products

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Hey! My company only recently started using Intercom, and non of us have prior experience with anything similar. 

We currently have 2 products we want to use it for - one being free-to-use, visitor only website (on its own URL), and one being a client-only portal (separate URL as well). In the future, we might have more.

We would like to know within the help desk which product the message is coming from (or in other words - is it a free user from URL 1, or one of our paying customers from URL 2). We’d love to make this scalable, so it’s easy to add new products in the future. 

What’s your recommendation on achieving this?

Best answer by bernice

Hey @Boris Ralic! Great to hear you and your team have started using Intercom 🎉 

So to be able to tell where your customer wrote to you from, you can view the source URL of a conversation by going to the initial message and hovering over the chat icon. It would look like this 👇

Hope this helps 🚀

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bernice
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  • April 22, 2024

Hey @Boris Ralic! Great to hear you and your team have started using Intercom 🎉 

So to be able to tell where your customer wrote to you from, you can view the source URL of a conversation by going to the initial message and hovering over the chat icon. It would look like this 👇

Hope this helps 🚀

B | Technical Support Engineer
B
  • Boris Ralic
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  • April 22, 2024

Thanks for the reply @bernice . 

I also didn’t mention that probably different people would be reading and managing messages from different products. Is there a way to automate assigning to teams, based on Source URL, and how would that be done?

Thanks!

bernice
Intercom Team
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  • April 23, 2024

@Boris Ralic No worries! So to automate the assignment of conversations to different teams based on the Source URL, you can use Intercom's Workflows - you can use the Source URL options in the workflow branches to send conversations to different teams. This means you can set up conditions within the Workflows that check the Source URL or Referral URL, and if it matches the criteria you've set, the conversation can then be automatically assigned to the corresponding team. Keep in mind that this setup requires you to manually configure the workflow rules for each URL or domain you want to match with a specific team.

B | Technical Support Engineer
B
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    Boris Ralic
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  • Boris Ralic
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  • April 23, 2024

Thank you! This seems to solve all of our issues for now :) 

bernice
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    bernice

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