Text customers from the right brand, automatically
By Steven Van ·
Replies are tagged with the matching Brand, and Fin uses that Brand’s Help Center instead of the workspace default.
Workspaces with multiple brands can now choose a Brand when sending SMS in Intercom, with the matching sender number selected automatically for each recipient’s country.
Assign numbers once, then choose a Brand
Assign SMS numbers under Settings, Workspace, Brands. When composing a message in the Inbox or an Outbound campaign, choose a Brand instead of individual phone numbers. Intercom sends from that Brand’s active number for each recipient’s country.
Keep replies with the right brand
Replies to a branded number are automatically tagged with that Brand. When Fin responds, it uses that Brand’s Help Center instead of the workspace default. Once a conversation is underway, replies continue to use the number the customer is already texting.
The SMS setup guide explains how Brand selection works.