I have successfully linked my Instagram account, and new IG messages are showing up in my Intercom inbox, however none of the user's info/data show up with the message.
Any suggestions to ensure that the IG user info passes over to Intercom?
Userlevel 4
+5
- Customer Support Engineer
- 512 replies
-
29 September 2022
Hey @farshad​ Racheal from the Support Engineer team here 👋
Â
This is expected behavior, a new lead is created the first time a customer sends a message on Instagram. The same lead will then be used again if the customer sends another message in the future. We do not recommend merging these accounts, as errors could occur. I can definitely flag this as a feature request to carry over user data!
Hi Racheal, thanks for the response.
To clarify my confusion, I thought that the user's name and/or IG username would at least populate when they message me based upon the screenshot that was provided in this article:
https://www.intercom.com/help/en/articles/6139045-instagram-app/p>
Reply
Join the Intercom Community 🎉
Already have an account? Login
Login to the community
No account yet? Create an account
Intercom Customers and Employees
Log in with SSOor
Enter your username or e-mail address. We'll send you an e-mail with instructions to reset your password.