Hi, we're trying to figure out the best practice of escalating a support inquiry to other teams within the company; for example - R&D, eng; or biz dev; obviously, not all of the team-members on these teams are on Intercom. Would be grateful for advice.Thanks!

Got it, thanks for clarifying! I ask because all of our teams within Intercom use Intercom to respond to customers, so we have very clear escalation paths that involve reassigning conversations to other Intercom inboxes.If the teammate to which you're escalating is not in Intercom, you can still add them to the conversation and they can participate by email, as outlined in this guide.

Hey @rona, are your Support team the only ones using Intercom here?

Escalating support inquiries to other teams

Escalating support inquiries to other teams | Community

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