I'm not sure this is possible, @ada​ . It does sound useful, and I do think that people 'added' to the conversation should be CC instead of a main recipient.

Hey @ada​, just jumping on @user1030​'s response here with a clarifying question - do you want to remove these people from the conversation entirely, or just stop them from getting a copy of the email?

Hi @eric f11​, I do not wish for the people to be removed or stop them from getting a copy of the email.

I wish for them to only get a copy (put on cc if we were using outlook email to answer), and not be the main recipients.

Today, if someone emails us with a query - and they put other people on copy, the people put on copy will also be put as main recipient when we answer the email in Intercom.

This is what I thought! I think this should be how the Intercom "Add person" and CC replies work, as it makes more sense. Definitely support this! 😃

I’ve been testing this and it doesn’t appear to be possible right now. This is something that you’d have to suggest to Intercom, or possibly @eric f11​ could add it to their feedback system.

Clarification:

• When you “Add a person” to the conversations, it adds them as a main recipient on the email.
• It would be useful if it was possible to make it so added participants were CC into conversations, instead of just added straight in.
• Though, looking at it from the flip side I’m not sure this would align properly with a group conversation, as other recipients would not receive their replies.
• Could this be made toggle-able or as a choice when adding people to the conversation?

Thanks,

Sam