14 May
To provide a seamless experience and maintain accurate user histories, we should ensure that users are uniquely identified even when they sign in from multiple devices or browsers. Intercom supports this by allowing us to identify users with a unique user_id or email address during Messenger installation.
Proposed Feature:
Implement a system where each user can be assigned a unique, persistent user_id upon account creation (or whenever first time charla is initialised)
Whenever a user logs in (regardless of device or browser), always pass this user_id (and optionally their email) to Charla via the Messenger’s initialization code.
This approach ensures that all user activity and conversations are consistently linked to the same user profile, no matter where they access our service.
Benefits:
Users will see their full conversation history and support interactions, regardless of the device used.
Our support and onboarding processes will have a unified view of each customer, improving personalization and continuity.
This user was created automatically by the IdeaPush plugin.
Arpan