CC'ing an external email after closing a chat

​@Tricia Yonaha this should be possible but could you share some more of the why behind your question to help make sure we get you the best help we can? 

Are you trying to notify someone new that it's been closed or trigger some other workflow etc?

We often need to pass a chat over to an external team who isn’t in Intercom. What would be the best way to handle these chats?

We currently let the customer know that we are closing the chat and will loop the correct team into the conversation. The agent was converting the chat to a ticket, but we don’t think this is the correct workflow. 

I think what you’ll can do is create a reusable workflow that your team can trigger on the conversation from the Inbox, which will: 

1. Send a message to the customer (to tell them you’ll be passing this to the team)
2. Use a custom action to send an email via Intercom’s API to the other team
3. Close the chat

Two alternatives to step 2 would be to:

1. Notify a Slack channel (this is a less complicated version of step 2, and I personally would find it easier to set up!)
2. Use a custom action to push the data into the right system (this is a more complication version of step 2, and would require API details for that other system!)