Our team is considering changing our approach to customer support in which customers on certain plans can only get live support via our Intercom integration within a smaller range of hours than our customers on higher price plans. Is there a way to set this up in Intercom so the messenger shows the correct support hours & response time based on their user profile? We were planning on putting users into segments in Intercom if that would help make this possible.
Userlevel 2
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- 240 replies
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11 January 2023
Hey @rhone! Daniel from Customer Support Engineering here 🔧
It is not possible at the moment to have multiple response times and office hours based on user segments. However, you could have separate teams with different times. For example - a premier support team with different hours and response times. If you have appropriate assignment rules to assign a conversation to this particular team before Operator can share the reply time, this should work for you!
Let me know if this helps 🙌
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