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If "prevent replies to closed conversations" is turned on, can teammates see which email a customer is replying to?

  • 22 October 2021
  • 2 replies
  • 13 views
U

With this setting enabled, Intercom says that customers can reply to emails, and those replies will open a new conversation. I'm wondering - in that situation would our team be able to see which email conversation the customer was replying to or would we need to scroll through past conversations to get this context?

 

Thanks everyone 🙏

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Best answer by User49 27 October 2021, 15:46

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U
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yes actuallt it will appear a message as a note from your bot/autoreply with the following message

 

image 

You will even be able to click to see the othe thread.

 

Works perfectly for us.

 

A tip I have for every thing intercom is to test it on yourself. Open your own webpage in an inkognito window and put your own email adress. then answer yourself through intercom and close the conversation

 

then you can answer yourself by answering the email!

 

Gives better understanding of how things work for clients

U

@user49​ Thank you so much for your reply, sorry I am just now seeing it! This is super helpful. Our team is going to test out this feature soon on a Sunday when we are "offline" to test how this feature works with chats as well. 😊

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