Can you separate incoming conversations by user type — e.g. customers vs non-customers — based on where they initiated contact in the product? | Community
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Can you separate incoming conversations by user type — e.g. customers vs non-customers — based on where they initiated contact in the product?

  • May 21, 2026
  • 1 reply
  • 79 views
S

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

Best answer by Sean Meade Forum Support Lead

Hi ​@Sajni Odedra, Seán here from the Fin technical support team 👋
 

If your main customers are logging in but the Gifters are not then the distinction is very easy. Your logged in customers will be recognised as Users and the non logged in gifters will be recognised as Leads. This would be how you would filter between the two.

If both log in is there any way that you differentiate these log ins? This could potentially be used to give each one a different data attribute value and you could use that instead.

1 reply

S
Intercom Team
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Hi ​@Sajni Odedra, Seán here from the Fin technical support team 👋
 

If your main customers are logging in but the Gifters are not then the distinction is very easy. Your logged in customers will be recognised as Users and the non logged in gifters will be recognised as Leads. This would be how you would filter between the two.

If both log in is there any way that you differentiate these log ins? This could potentially be used to give each one a different data attribute value and you could use that instead.

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