Intercom Chats Don't get associated with Front Existing Contacts

Question

Hi there,

so I have enabled the Intercom channel to manage Intercom chats on Front.

Independently, we have an API from our data source to Front and have created all of our contacts and accounts, however, when a chat is created, the contact is not linked to the existing contacts.

Do I need to set up some kind of rule?

I would have expected Front to authenticate the contact with what is already existing…

Can I get some guidance on how to make it happen?

Thank you

cat_apac · Answer

Hi there! Cat here from the Front support team 🌻

This sounds like something we’ll need to investigate in more detail - would you mind getting in touch with our team directly via https://help.front.com/en/contact-us?

Please share an example conversation ID where this has happened and we’ll take a closer look!

Cheers,
Cat

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