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My team sometimes starts a conversation to send an outbound email to a client to follow-up. When doing so, multiple iterations of the contact will show up sometimes when typing in the email address. Some iterations will only send a chat and others will send an email. If the outbound message goes out as a chat, the client will only see if they log back into our site and the chat pops up. The email after 3 minutes does not trigger. 

Is there any way to prevent this from happening? Either by disabling the ability to start a new conversation through chat, or to trigger the outbound chat to go to their email? 

Hey @Laura D 👋🏼  Shauna here from Intercom Support! 

There’s no specific way to ‘prevent this’ - you’d need to make sure that when you or your teammates are creating a new conversation with that customer, that you check it’s set to ‘Email’ 👇🏼

I’ll flag it with the Product team as a feature request about potentially setting a ‘default’ mode for this or something similar 🚀 Share any feedback that you’d want me to pass along to the team for you on this! 

Thank you Shauna! Even though there isn’t a way to do this, I appreciate knowing that it is the case and for your quick response. 

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