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Alert sales when event X occurs

C
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When a user clicks “upgrade now” in our app we fire off an event called “upgrade requestes”. I want this upgrade request to somehow land in the shared inbox used by our sales team. This ensures nothing is missed. I’d also be OK if a ticket was created. I also would prefer that this is silent, ie the customer would not need to do anything after they clicked upgrade requested.

I tried to do this with a series and also with a workflow. 

Issue with series
There is no option to create a ticket. 
A message can be created but unless the customer replies to the message it cannot be tracked. We don’t want the message to be sent to the customer, we just want a silent alert to sales, a message with a note alone would even work.

Issue with workflow
The only option for the second step (before creating ticket, etc.) is to put up a dialog box with path choices. This again does not solve my issue of silently alerting/tracking in Intercom. 

Is there some way I can use this event to make something trackable in Intercom?

Best answer by Steeve Cayla

​@Chris C11 This seems complicated as is unfortunately. 

You will not be able to use any sort of webhook here, as Intercom won’t allow you to create a conversation from the webhook option in the series (it’s not sophisticated enough, and their API is requesting JSON which the webhook doesn’t do). 

Can you not just create a new segment in your Contact base that shows all contacts (users or leads) that have the event “upgrade requested” (AND not “upgrade performed” in order to only have the ones that have requested and need to be done)? 

Right now that would be the only way with events, as in “easily” done. If you could catch an event and create an API call yourself to Intercom, you’d be able to create a proper ticket, even a backoffice ticket which would be the best as you don’t necessarily want to expose anything to your customer. 

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4 replies

Nur Nahid
Super User ✨
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  • Nur Nahid
  • Super User ✨
  • 131 replies
  • July 8, 2025

hey ​@Chris C11, 

Yes, you can make this work, even without showing anything to the customer.

Here’s a simple way to do it:

  1. When the “upgrade requested” event is triggered, use a workflow.

  2. In the workflow, instead of sending a message, use a webhook to:

    • Create a ticket
      OR

    • Start a conversation with an internal note (only your sales team sees this)

This way:

  • The customer doesn’t see anything

  • Your sales team gets the request in their inbox or tickets

  • Everything is tracked properly

It’s the best way to silently send alerts to your team when users take key actions.

Turn website visitors into leads with our Intercom Lead gen plugin → https://www.79mplus.com/intercom-live-chat-and-lead-generation/
C
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  • Chris C11
  • Author
  • Active User
  • 18 replies
  • July 8, 2025

​@Nur Nahid thanks for this. What I have found is that the first step in the workflow requires that a user select something, ie they need to see a message and then choose a path. I’m unable to remove this block and simply create the ticket.

WRT creating the conversation with an internal note only, can you provide more details on how to do that? I may be able to use a series to start that?
 

 

Steeve Cayla
Innovator ✨
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  • Steeve Cayla
  • Innovator ✨
  • 33 replies
  • Answer
  • July 10, 2025

​@Chris C11 This seems complicated as is unfortunately. 

You will not be able to use any sort of webhook here, as Intercom won’t allow you to create a conversation from the webhook option in the series (it’s not sophisticated enough, and their API is requesting JSON which the webhook doesn’t do). 

Can you not just create a new segment in your Contact base that shows all contacts (users or leads) that have the event “upgrade requested” (AND not “upgrade performed” in order to only have the ones that have requested and need to be done)? 

Right now that would be the only way with events, as in “easily” done. If you could catch an event and create an API call yourself to Intercom, you’d be able to create a proper ticket, even a backoffice ticket which would be the best as you don’t necessarily want to expose anything to your customer. 

https://www.intuitive.cx - You can thank me by voting for this feature: https://community.intercom.com/ideas/ability-to-change-team-inbox-members-through-rest-api-10997
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  • Chris C11
  • Author
  • Active User
  • 18 replies
  • July 15, 2025

​@Steeve Cayla thank you for your reply. We don’t have an event for ‘upgrade performed’ but I see where you are going with this and may be able to riff off of it based on some other events/attributes. The creation of a back office ticket is also intrguing. 

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