Hello @romel​ 👋, Welcome to Interconnect

The best way to do this is to tag conversations via the Automation rule:

Then use third-party tools like Zapier to send the e-mail:

I hope this will be helpful, let me know if you have any further questions about this topic.

I'm not sure I understand the answer to the question. It seemed like Romel wanted to send an email to a customer, not just tag the conversation. What am I missing?

@zach b​ You probably didn't click on "Expand post". Roy mentioned, that you can use this tag to trigger an email afterward.

@romel​ If I remember correctly Intercom is also working on bringing this new rule setting to email soon-ish. Then you wouldn't have to use Zapier.

@kevin b​ It's true, I didn't expand post, but I'm glad that I didn't because I got to see your suggestion too!

For both your's and Roy's response, it seems like it's sending another email thread to the customer. Is that right?

If so, that's not ideal in either case because it's a separate thread, and if a customer replies back later to the auto-response then it's a different thread - like what you see in the screenshot attached here.

This is a pretty significant gap in Intercom's feature set.

@zach b​ You are right, both solutions would send a new email, thus creating a new conversation thread. You could probably use Intercoms API to reply to the initial email by the customer, but I'm not a developer, so I couldn't tell exactly how to do that.