Not sure where this conversation goes this but dropping here for now.
We would like to create campaigns for leads that visit and interact with the site, however, we keep coming across one common issue. We have a lot of users who come back to the site and email support utilizing an email different from the one they used to create their account/ signup with.
We currently only offer 1:1 support for users, not leads, so no chat/ support widget from intercom is featured on the website. A lot of members will send an email to support directly via a different email, and it creates a new lead.
We want to be able to send leads through an automated campaign but can't do this confidently while there are a lot of users being labeled as leads when they message in with new emails.
How can we keep this from happening? This is not a matter of wanting to know how to merge leads and users, I want to find a way to keep them from incorrectly being labeled as a lead in the first place. Are there any fail safes we can put up to double confirm and associate them with a company record?
Thank you!
Best answer by Nathan Sudds
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