Hi @umar a​ , Intercom's help centre articles should help you out here.

Here's how to create an email from the inbox

https://www.intercom.com/help/en/articles/3197379-start-new-outbound-conversations-from-the-inbox/p>

You can use Macros to fill in your email details and it will use your default email template when sent.

Some more articles that might help:

There are 4 pre-created templates

https://www.intercom.com/help/en/articles/244-4-email-templates-to-choose-from/p>

Instructions to edit them

https://www.intercom.com/help/en/articles/3280161-customize-the-pre-made-email-templates/p>

Hope that helps