Can you separate incoming conversations by user type — e.g. customers vs non-customers | Community
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Can you separate incoming conversations by user type — e.g. customers vs non-customers

  • May 20, 2026 8:41 AM UTC
  • 1 reply
  • 24 views

Hi all,

We're a regulated fintech app (Junior Stocks & Shares ISA) and have two distinct user types who might need support:

1. Our main customers — parents who hold a JISA account with us
2. Gifters — friends and family who are gifting money to a child's account but don't have an account themselves

We'd like to add a support button within our gifting flow so gifters can reach us when they get stuck. But we want to make sure gifter conversations are kept separate from our main customer support queue.

A few questions:
• Can we configure multiple Messenger launchers that route to different inboxes or teams depending on where in the product they're triggered?
• Can conversations be automatically tagged or routed based on which screen or page the Messenger was opened from?
• Is it possible to create a separate Messenger experience for users who aren't logged in or don't have an account?
• Can we set up routing rules to ensure gifter conversations never land in the same inbox as customer queries?

Any advice on the best way to configure this would be really helpful — happy to share more detail if useful.

Thanks

    1 reply

    Intercom Team
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    Hi ​@Sajni Odedra, Seán here from the Fin technical support team 👋 this should be possible, although the separation is handled through Workflows rather than by creating completely separate Messenger instances.

    You can add multiple custom launchers, including a button in the gifting flow. Then use a Workflow to identify conversations started from the gifting page, or pass a custom attribute when the gifter launcher is clicked. That Workflow can add a gifter conversation tag and explicitly assign the conversation to a dedicated Gifter team inbox.

    For unauthenticated gifters, enable the Messenger for Visitors/Leads and configure the customer Messenger separately for Users. Make sure the gifter Workflow includes Leads/Visitors, has an explicit team assignment, and is prioritised above any general customer-support Workflow so conversations do not fall through to the default inbox.

    A typical setup would be:

    • Gifter custom launcher in the gifting flow
    • Workflow condition based on the gifting URL or a custom gifter attribute
    • Add the gifter conversation tag
    • Assign to the dedicated Gifter team
    • Keep the standard customer Workflow scoped to authenticated Users or exclude the gifter condition

    If your product is a single-page app, be careful with URL targeting because the tracked URL can become stale during client-side navigation. In that case, updating a custom attribute on route changes is usually more reliable.

    Useful references:

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