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Help with Routing Setup for Intercom Integration in Front

alex_soria
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Hello everyone, and Happy New Year! 🎉

As a new Front user, I have a question about replicating existing routing from our Intercom widget when integrating Intercom with Front.

In our business, we have different profiles using the web-app chat, and depending on the profile, chats are routed to specific inboxes (e.g., chats from Profile A go to Inbox A, and chats from Profile B go to Inbox B).

When connecting Intercom to Front, I haven’t been able to find a way to replicate this routing setup.

Does anyone have tips or guidance on how to set up routing rules to achieve this?

Thank you in advance for your help!

Best,

Alex

    cat_apac
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    • cat_apac
    • Fronteer
    • January 3, 2025

    Hi Alex! Cat here from the Front support team ðŸŒ»

    What I’d recommend is making sure that your Intercom profiles are replicated in Front’s Contacts. You can import contacts via CSV or use one of our CRM syncs to make sure that the correct information is stored in Front: https://help.front.com/en/articles/2211

    You would also need to create custom fields for any non-default field information that you would use in your routing rules: https://help.front.com/en/articles/2172

    Once your contacts are up-to-date in Front, you can then build rules to route conversations based on contact information! Rules are outlined in more detail here: https://help.front.com/en/articles/2105

    Cheers,
    Cat

    alex_soria
    Forum|alt.badge.img+1

    Hi Cat, thanks for sharing

    I’ll try your suggestions and see if I can make it happen :) 

    I do have the contacts on Front with same information from Intercom, as they both are connected to my main source of information.

    Have a nice day & weekend ahead!

    Reply


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