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We're facing an issue whereby a lot of inbound messages come from users who contact us from our marketing site, blog or from help articles and are then not logged in. Operator asks them If they are existing customers, and when they say yes stops taking any further info. This means we don't know their name, email address, company or even if they are who they say they are. No email means we waste lots of time sending replies that are never read. Is there any action through operator we can do to take these anonymous conversations and associate them with the actual user record we have in Intercom

We also have the same use case, the only option that I have found that could work is to prompt them to login and then based on that active session they should be recognised and the conversation continues. My use cas has always been to do this via Salesforce Community Cloud which is a more challenging solution to solve for.

 

You could prompt for email via the task bot or a custom bot with a call to action that they need to log in to continue the conversation.

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