Help desk for Multiple products

Question

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?

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Best answer by bernice 22 April 2024, 16:18

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bernice · Accepted Answer

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 🚀

bernice · Answer

@Boris RalicNo worries! So to automate the assignment of conversations to different teams based on the Source URL, you can use Intercom's Workflows - you can usethe 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.

Help desk for Multiple products

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