Hi @kean!

Welcome to Zapier (and the Community) :)

That’s an interesting workflow you’ve got in mind If you look at the triggers and actions available for Intercom you’ll see that there isn’t a way to accomplish that, I’m afraid.

While we DO have the New Conversation trigger, we DON’T have an action for Reply to a Conversation. Have you considered combining the workspaces, as someone mentions in this topic on Intercom’s forum?

I understand that might not be a possibility, but I thought I’d mention it.

Hi @nicksimard, 

Thanks for the reply. Unfortunately, it is not possible to combine the workspaces as the other workspace belongs to one of our partners. 

Hi @nicksimard,

I can see there is a “Send Incoming Message” trigger action for Intercom. Is that something that could help with the use case? Thanks.

Regards,

Kean

Hi @kean admittedly, I have not used Intercom myself but after a bit of research, it appears that “Send Incoming Message” as an action will send a message from a user into your Intercom app. However, you must have a valid plan on Intercom to accomplish this. You would have to pair this up with the “New Message” trigger, though I am not quite sure this would result in the wanted interaction. Give it a try and let us know if it works out. Additionally, if you have any other questions, feel free to respond on the thread. Welcome to Zapier!