How do people recommend their team to manage Intercom conversation notifications? | Community
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Hey yall, conversations that are assigned automatically send 3 separate emails to the assigned teammate:

  • One email about conversation contents
  • Second email that the conversation was assigned to them
  • Third email that the conversation was assigned to the Support Team they are on

This feel like a lot of emails for just one conversation. I talked to Intercom support and they said this is operating as expected, but that they’d put in a feature request for this.

In the meantime, I recommended that our Support Team should have at least the following notifications enabled:

 

  • Any mentions of you in a conversation
  • Activity in anything assigned to you

I was thinking about having them set it one up as an email and the other as a desktop banner notification - thoughts?

Hey ​@Jobi John, 

I think that sounds like a good recommendation! It varies by individual preference, but I know a majority of our team prefers to keep email notifications disabled unless its for a @ mention in a note. Our team is working in the inbox all day every day so email notifications can start to clutter their inboxes quickly. But email notifications may be a good option for teammates who aren’t as active in the inbox to ensure they see the right updates!

Hey ​@Ryan Parker - thanks for the reply and validating my thought process!! We don’t have a dedicated Support team so our Customer Success team operates in Intercom partially in addition to our other system for managing implementations. In addition to my thought above, I’ve suggested having the team set up Gmail filters to categorize and have certain messages skip the inbox and I think that has worked well so far, but this would be great to eventually include as native functionality!

 

Yeah, totally agree — the amount of email notifications can get overwhelming fast.

Your setup makes sense: keeping @ mentions and activity in assigned conversations on, and splitting between email and desktop is a solid balance. For teams not living in the inbox all day, email helps. For active users, desktop is less noisy.

Also like your Gmail filter idea — smart workaround until Intercom builds more granular controls. Definitely a feature worth pushing for!

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