I. Creating Intercom Conversations from Slack
Now that your Worknet - Intercom integration has been configured, you can set up the integration to work based on how you want Slack messages to open conversations in Intercom. There are a few ways to do this:
- Create an Intercom conversation from a Slack form
- Create an Intercom conversation from a Slack message by using the :writing_hand: emoji.
Let’s start with the Slack form. To create Intercom Conversations from Slack forms,
The following “floating bar” will be shown at the bottom of your channel. Click on the Request support button.
And you’ll get this UI modal that will allow you to fill in the description and severity.
If you don’t want your customers to input forms, you can set up the integration to support clicking the :writing_hand: emoji to capture Slack messages in identified channels to create Intercom conversations.
II. Information Captured from Slack to Intercom Conversations
When an Intercom Conversation is created from Slack through Worknet, you’ll see the channel name, the name of the person who sent the message/submitted the form, as well as a direct link back to Slack to see the message and any attachments.
If a severity was selected through the Slack form, the severity will also be indicated in the Intercom Conversation.
III. Bi-Directional Integration from Intercom back to Slack
When your team responds to the Slack message directly in the Intercom Conversation the message will automatically post as the User in the thread of the Slack Message.
You can also view the app in Intercom's app store use this link
For more info use this link