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Customising format of email replies through Intercom when forwarding support email

  • 18 December 2020
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intercom screenshotI want to use Intercom for supporting our customers via email. We have set up email forwarding. We have noticed that sometimes replies from Intercom to emails get a message added as per this screenshot. 

Anyway to disable this? It leads to a confusing email thread for the customer.

 

Also wondering if anyone has a good workflow for forwarding individual emails to Intercom. For example, where a user sends a query to the email inbox of an individual support adviser, how can we make sure this is added to intercom?

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Best answer by Teodora 28 December 2020, 16:12

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Unfortunately, this can't be disabled, I also wanted to do so. When we are forwarding messages, we are just adding the new user and they receive the whole message. If we want to also write something, we first add the message and then add the new user so that they don't receive 2 emails.

For the personal emails, the best would be if clients are using either a shared mailbox that is automatically forwarded to Intercom or use their intercom emails from their profiles. Otherwise, when the messages are forwarded manually from their mailboxes, they will be received in Intercom from the personal email and then they will need to add the customer email.

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