Is it possible to display different support hours & response time based on user segment?

Question

Our team is considering changing our approach to customer support in which customers on certain plans can only get live support via our Intercom integration within a smaller range of hours than our customers on higher price plans. Is there a way to set this up in Intercom so the messenger shows the correct support hours & response time based on their user profile? We were planning on putting users into segments in Intercom if that would help make this possible.

Daniel M15 · Answer

Hey @rhone​! Daniel from Customer Support Engineering here &#128295;It is not possible at the moment to have multiple response times and office hours based on user segments. However, you could have separate teams with different times. For example - a premier support team with different hours and response times. If you have appropriate assignment rules to assign a conversation to this particular team before Operator can share the reply time, this should work for you!Let me know if this helps &#128588;

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