Skip to main content
Answered

Darshan Hiranandani - How do I configure the default contact for an inbound email to utilize the reply-to address?


Hello everyone, I’m Darshan Hiranandani, I'm seeking assistance with configuring the default contact for inbound emails to use the reply-to address. Does anyone have experience with this or know how to set it up? Any suggestions, tips, or step-by-step instructions would be greatly appreciated. Thank you for your help!

Best answer by mateusz.leszkiewicz

@Jay Muraszewski apologies I might have misunderstood your query.

I think this is the article that you are looking for.

View original
Did this topic help you find an answer to your question?

5 replies

mateusz.leszkiewicz
Intercom Team
Forum|alt.badge.img+5

Hi Darshan, It’s Mat from the Support Engineering Team 😀

We have fantastic article about just that. Read on 😎


@mateusz.leszkiewicz The article that you shared above does not exist. Could you provide an updated article link?


mateusz.leszkiewicz
Intercom Team
Forum|alt.badge.img+5

Hi ​@Jay Muraszewski

Thanks for flagging. The article above was a bit outdated. 

Now you can set up default assigner in your Inbox (or create a more granular assignment Workflow) for your Incoming emails and chats.

You can find more information about it here.


@mateusz.leszkiewicz I’m not sure that’s what the original post was referring to as I have the same question…

When a client sends an email to our support inbox, it shows the following.

“To: support@domain.com
Reply-to: {Customer Email}
From: support@domain.com”

Because of this, our entire CRM system is messed up and workflows do not work properly because Intercom is recognizing the client email as an email that we are sending internally from support@domain.com.

Is there a way to use the “reply-to” address to in workflows AND to assign Company and User information? This would clean up our CRM and make this a non-issue. Is that something that can be implemented into branching?


mateusz.leszkiewicz
Intercom Team
Forum|alt.badge.img+5

@Jay Muraszewski apologies I might have misunderstood your query.

I think this is the article that you are looking for.


Cookie policy

We use cookies to enhance and personalize your experience. If you accept you agree to our full cookie policy. Learn more about our cookies.

 
Cookie settings