Currently, when agents sends an email to the customer from Phone conversation, the subject line is defaulted to Re: Inbound phone call and there’s no way to edit that.
It’s either we’ll have the ability to change the conversation channel from Phone to Email as posted here: https://community.intercom.com/ideas/the-ability-to-manually-change-the-conversation-channel-7503
Or add the Brand name on the default subject line, so it would be like this instead. Re: Inbound Phone call with XYZ Brand.
Ideally, there’s also a 3rd option, which is to have the ability to set the Subject line on Phone conversation since we have the built-in Subject field in place.