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Answered

2 separate emails merged to 1 conversation

  • August 29, 2023
  • 1 reply
  • 113 views

We had a situation where an email was sent inbound to our support email. It included 2 parties. 
From - original sender 
CC - 1 person 
To - our support 

Client wrote 1 e-mail which arrived. 
Then client wrote a second email with the same From and CC, but the subject line was different. 

It seems that what happened was the client created 2 separate e-mails and they merged into 1 conversation. Is there any specific use-case where this can happen? Or is this a bug of sorts? I sent this to intercom support, but also curious if I am missing the reason why something like this could have happened. 

Best answer by Larissa Alberti

Hey @Christopher Jacobs πŸ‘‹

Larissa here from Intercom Support.

I can see our Support Team is already working on your case so this should be resolved soon πŸ™Œ

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Larissa Alberti
Intercom Team
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Hey @Christopher Jacobs πŸ‘‹

Larissa here from Intercom Support.

I can see our Support Team is already working on your case so this should be resolved soon πŸ™Œ


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