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Hey! 

I try to build an auto respond integration but I have a problem with sending a message to the Customer using an API.

I’m using https://github.com/intercom/intercom-node as a library for communication with intercom API. When I try to reply to the conversation using the adminID and I’ll provide operator user ID everything seems fine at the first glance so:

  • api doesn’t return any error,
  • message is added to the conversation in the inbox,

But unfortunately email never arrives to the user.

When I use different adminID everything works fine. I tried to search in the docs but I didn’t see if there are some limits related to sending a message as an operator.

 

So my questions are: 

Is it possible to reply to the conversation using an Operator from the API?

If it is possible do I need to add some extra configuration for the Operator in order to send messages to the user.

Hi @karol t 👋 Ayk here from the Support Engineering team at Intercom

 

Currently, we only send out email messages if it's a human admin who is sending them. If you don't want these messages coming from a human, a workaround would be to create a new teammate in your workspace that is associated with a company email address, and use that one as an operator for this specific case.

 

That said, you don’t need to do this for the in-app conversations. For in-app conversations, the end user will receive the messages even if you use the actual operator as a sender.

 

Hope this clarifies! 

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