Is it possible to start an auto workflow by pushing out a message to a user based on a ticket or custom attributes in the bot?

For years we have been struggling with finding a smooth workflow with forgotten items (we are a taxi company).

Our main problem is that

1. Intercom doesn't let us connect to conversations easily
2. We can't seem to collect information and automatically send it out to another user (from rider to driver) - we always have to be the intermediary between them creating a LOT of extra steps in the process.

With tickets I thought this could make the situation easier but it seems like there isn't really an easy way to pull out the information and use it (for instance Forgotten item, description, driver name). It seems like we actually have to do it manually AND use it in the terribly organized menu on the right side.

I tried with both tickets and custom attributes to fill out in the custom bot but nothing seems simple and it seems like we anyway have to manually forward the information via a message to the driver afterwards. (Also link the conversation via notes which seems so manual and unprofessional).

Is there anyone with a similar workflow who can help? I wonder how other companies do forgotten items easily.