After ending a chat, is there a way to loop in or cc an external email to the conversation without changing the conversation to a ticket?
Answered
CC'ing an external email after closing a chat
Best answer by Paul B12
Hey
Unfortunately, Intercom doesn't provide a way to CC or loop in external email addresses to a regular conversation without converting it to a ticket. Our thinking is:
- Regular conversations are built for direct communication between your team and the customer
- The ticket functionality is specifically designed for multi-party communication including external emails
You do have some practical alternatives though.
You could use notes for internal team communication only:
- Add notes visible only to your team within the conversation
- @mention teammates if needed
If you really need to loop in external parties convert to a ticket:
- Convert the conversation to a ticket
- This is the only native way to include external email addresses in the ongoing communication
If you frequently need to include external parties in conversations, you might want to reconsider using tickets, as they're purpose-built for this type of communication.
+5
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.
+2I think what you’ll can do is create a reusable workflow that your team can trigger on the conversation from the Inbox, which will:
- Send a message to the customer (to tell them you’ll be passing this to the team)
- Use a custom action to send an email via Intercom’s API to the other team
- Close the chat
Two alternatives to step 2 would be to:
- Notify a Slack channel (this is a less complicated version of step 2, and I personally would find it easier to set up!)
- 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!)
+2- Intercom Team
- 28 replies
- Answer
Hey
Unfortunately, Intercom doesn't provide a way to CC or loop in external email addresses to a regular conversation without converting it to a ticket. Our thinking is:
- Regular conversations are built for direct communication between your team and the customer
- The ticket functionality is specifically designed for multi-party communication including external emails
You do have some practical alternatives though.
You could use notes for internal team communication only:
- Add notes visible only to your team within the conversation
- @mention teammates if needed
If you really need to loop in external parties convert to a ticket:
- Convert the conversation to a ticket
- This is the only native way to include external email addresses in the ongoing communication
If you frequently need to include external parties in conversations, you might want to reconsider using tickets, as they're purpose-built for this type of communication.
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