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We receive service booking requests via multiple sources that route to Intercom Inbox via a noreply@company.com email address. However, when a customer service agent comes to respond to the inquiry they have to reply to the message with the original noreply@company.com email before being able to switch to their own email address, i.e. team.member@company.com.

 

Is it possible to remove the need to respond to a message via the original (noreply) email address before being able to switch to the CS agents' address?

 

Also, side question (and this may require me to ask a separate question in the forum), is it possible to prevent the entire conversation thread from being sent via email when a CS agent responds to a client booking request?

 

Thanks in advance!

Hey @jamie m15​! Oséas here from the Customer Support Specialist team 🕵️

 

That will depend on your Sender Email Address settings. For example, if you have the "Use your domain and email address" enabled, any reply sent to emails through Intercom should appear as if they're coming from your domain e.g. teammate@intercom.io and not the original email address to where the email was sent originally👇Markup on 2022-11-04 at 17:11:00For your second question, unfortunately, that would only be possible if you create a new email message rather than replying to an existing one, otherwise the conversation history will be included in the thread. I will pass this along to our @Product Wishlist​​ so our Product Team is aware you'd like to see this in the future.

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