Hi everyone,
We receive inbound conversations through WhatsApp, but in many cases the customer’s WhatsApp number is not associated with any existing user in our Intercom workspace.
Our desired flow is:
- The contact starts a conversation via WhatsApp.
- We ask for their email address.
- Intercom checks whether that email already belongs to an existing user in the workspace.
- If it exists, we send an OTP code to verify ownership of the email address.
- Once the verification succeeds, the conversation is automatically associated with the existing user instead of remaining as a lead.
Is this flow possible using native Intercom features only (Workflows, Fin, identity verification, etc.), or would it require implementing it through the Intercom API?
Thanks in advance!