Customers sometimes reach out to the sales team directly (through a call/WhatsApp etc) to raise an issue. We want our sales team to be able to start a conversation with the Support team and add the customer to it.
What is the best way to support this?
Best answer by Roy
View originalHello @vaishali,
Does your sales team use Intercom? How about just create a conversation and assign it to the proper team member?
Hi @roy s11,
The sales team does not use Intercom. They do use Salesforce though. Can they create a conversation if they're not on Intercom?
Hey @vaishali, to expand on Roy's solution, your Sales team could send an email to an address which forwards to Intercom, with the customer in CC. This would create a new conversation for your Support team, in Intercom, of which the customer is also a part.
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