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Hi everyone,

We’re working on setting up email aliases to route specific queries to a main inbox (support@....com) while keeping them categorized separately by type (e.g., premium, legal, billing).

For instance, we want emails sent to premium.support@....com or legal.support@....com to be forwarded to the main support inbox, but with tags that categorize them as “premium” or “legal” accordingly.

Could anyone assist with configuring these aliases so that customer queries are correctly tagged when they land in the main inbox?

Thanks

 

Hey there ​@Imagine! Emily here from Support Engineering in Intercom 👋🏼

This would be completely achievable using workflows! Here how you might do it..

  • First, go to AI & Automation > Workflows in your Intercom account and click "+ New workflow".
  • Use triggers such as "Customer opens a new conversation in the Messenger" or "Customer sends their first message" to start the workflow.
  • Set up rules within the workflow to assign tags based on the alias used. For example, if the email was sent to premium.support@....com, you can tag the conversation as "premium". You can check thi in the audience rules using Email To filter.
  • Apply these rules to ensure that incoming emails are categorized and tagged appropriately when they arrive in your main support inbox. You can then route the conversations to the appropriate teams also using the Assign To block 

We have some great resources on workflows here that may help help your creation of these flows! 

Hope this helps ☺️

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