Ability to Customize Reply Email Address by Audience | Community
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Ability to Customize Reply Email Address by Audience

Related products:Fin & AI
  • October 2, 2025
  • 1 reply
  • 25 views
C

We have multiple audiences in Intercom, and it would be very helpful to have a setting that allows us to select the “from” email address for each audience. Right now, Fin always replies from the same email, which isn’t ideal when managing several brands or websites.

1 reply

A
  • Abigail Gurr
  • New Participant
  • October 15, 2025

This is really key for us too.

At the moment Fin replies from our usual support email address and the reply-to for that email is also that support email address.

This means that the customer may have originally emailed the complaints email address, but if they then reply to the message from Fin they end up in an email chain with our support email address, not the complaints one.

What we’d like:

  • The ability to get Fin to respond from the email address used by the customer
  • The ability to change the ‘from’ email in the Intercom email composer when teammates are responding.

The use-case for the latter is if we want to move a conversation over to a different team (again, using complaints as an example). If a customer has emailed the usual support email address and they have a complaint, we’d like to move them over to the complaints email address instead.

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