Alert sales when event X occurs

Question

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 seriesThere 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 workflowThe 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?

Steeve Cayla · Accepted Answer

​@Chris C11This 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.

Nur Nahid · Answer

hey ​@Chris C11,Yes, you can make this work,even without showing anything to the customer.Here’s a simple way to do it:When the “upgrade requested” event is triggered, use a workflow.In the workflow, instead of sending a message, use a webhook to:Create a ticketORStart a conversation with an internal note (only your sales team sees this)This way:The customer doesn’t see anythingYour sales team gets the request in their inbox or ticketsEverything is tracked properlyIt’s the best way to silently send alerts to your team when users take key actions.

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