connect inboxes in 2 separate intercom workspaces so that they can chat to each other

Thanks @diana t12​ ;)

Hi @user2369​ - this sounds like an interesting use case! I was actually thinking about something similar, allowing customers to chat with one another but within one workspace.

This can certainly be possible with an additional app that will be developed and that will act as an intermedium between two Intercom workspaces, utilizing Intercom Webhooks and Intercom API in order to listen, connect and send (forward) messages. Also building Inbox App might be needed. There are some constraints that I foresee but I'd like to be sure that I fully understand the use case here. So here it is how I understand it.

There is a CompanyA (Intercom client with WorkspaceA) which has it's own users (let's call one of them UserA). That is your company and your user. Then you have a partner company, we'll call it CompanyB that in their WorkspaceB has their own users and in there, there is a certain UserB (that you want to connect UserA to, so they can chat).

There needs to be some logic how it is decided who gets connected, or this is purely a manual process from the AgentA (your agent in your workspace). Then AgentA actually needs to be able to list all the users from WorkspaceB and find the right one to connect to, but they do not have access to WorkspaceB. This can then be done via custom developed Inbox app that you will install that will have access to WorkspaceB so AgentA can find appropriate UserB. When it finds it, clicks to select and connect, then there is a functionality of the app that will be developed that simultaneously creates new conversation on both workspaces, involving UserA and UserB. They can not see each other, their profiles, as the sender needs to be a Teammate from within the Intercom workspace they are on, so on each workspace you can create one dedicated teammate that will be used (you can even call it a Courier, Postman, the Messenger). So UserA is sending the message in conversation with Courier and he knows that this will end up with UserB and UserB will reply and Courier will deliver the response back (that's the constraint).

There also needs to be some logic about closing the conversations and assignment rules in order for it not to interfere with existing communication processes within both workspaces. This might involve implementing some conversation data to mark those kind of conversations.

So that's how I and my team would approach this, we can certainly do it - I'd be happy to hear if I covered the case, and moreover if I did not so I can give you a proper answer feel free to reach out to me and connect.