Differentiate articles and messages viewed by customers vs. internal users.

  • 9 June 2023
  • 1 reply

Hi Everyone! 


A bit of context: 


Our proprietary software allows super admins to log in as the customer to help troubleshoot account issues our customer may be facing. The issue we’re running into is that Intercom Messenger appears in the instance where the super admin has logged in as the customer. Any knowledge articles or messages that are shared with the actual customer are marked as seen because the super admin has visibility into it.  



Is there any way Intercom can differentiate that our super admins have logged in as the customer and keep any articles or messages in “unread” status until it's viewed by the actual customer? 


Has anyone in the community faced a similar issue that may be able to point me in the right direction to find a solution or workaround? 


Thanks in advance! 




Best answer by Jacob Cox 11 June 2023, 20:57

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Userlevel 4
Badge +5

Hi @Vansha Vashista !


There isn’t any built in method of doing this in Intercom, but I’d love to hear if a member of the community has found a workaround for this use case!


For now, I’ll flag this as a Feature Request for our Product Team to consider!