Hello Intercom community,
i hope someone can help me.
We’re using Intercom mainly for E-Commerce Customer Support (shopify and amazon).
I'm facing a challenge with amazon buyer-seller messages (forwarded via email to intercom) that are being split into separate threads instead of being grouped under the same conversation.
We use Amazon Seller Central and have configured it to forward messages from customers (buyer-seller mailbox, amazon’s own messaging system) to our Intercom system. Despite ongoing conversations, each new customer message, even if part of an existing thread, opens as a new conversation in Intercom. This fragmentation makes managing customer interactions quite cumbersome.
Here’s what happens:
- A customer sends a message through the buyer-seller inbox on amazon
- The message is sent via email to our support mail-adress, which then forwards the email to intercom
- We respond via Intercom, and our reply reaches the customer without issues.
- The customer replies to our response using the amazon inbox, but this reply triggers a new conversation in Intercom instead of appending to the existing thread.
This makes Intercom almost unusable for our amazon buyer seller messages at the moment.
Has anyone had the same challenge and managed to find a solution or workaround?
Any help appreciated.
Best
Till