When an anonymous lead starts a new conversation with you, they could be a brand new lead or a logged-out customer. With Operator’s conversation routing skill, you can automatically identify and separate leads from customers, so new conversations always go to the right team or teammate.

Note: Conversation routing is only available on certain Intercom plans. See our plans and pricing here

Here’s how it works:

How to set up conversation routing

First, go to "Task bots for leads" under Operator settings and select "Route existing customers to support":

Then, choose the team or teammate you’d like to assign conversations from current customers to:

Or, if you’d like to redirect your customers to another channel, Operator can ask them to contact an email address, visit a website, or call a phone number:

When you turn conversation routing on, Operator will ask anonymous leads if they’re customers:

If they answer ‘No, I’m not a customer yet’, Operator will qualify them (if you have qualification enabled), and take any follow up actions you've set up (like assigning them to your sales team). 

Note: Operator will also complete any follow-up actions you set up in its ‘Qualify leads skill, like tagging them or adding them to Salesforce.

If they answer ‘Yes, I’m a customer’, Operator will ask for their contact details and route them to a team or teammate you choose (like your support team):

Or, if you’ve chosen to redirect customers to another channel, Operator will let them know where they can get more support:

Important: Operator’s conversation routing skill only works for inbound conversations - it won’t trigger for ongoing messages. If you want to qualify leads with Operator, make sure you configure and turn its qualification skill. Operator's conversation routing skill currently works in English only.

What’s next?


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