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!
Best answer by Oseas
View original
For 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