Hi Intercom Team,
Currently, the setting to include or exclude email history/threading is purely global (Settings → Email → Include conversation history).
This creates a conflict in daily support workflows:
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We need email history enabled so external partners (like suppliers or merchants) receive the full context and reference numbers.
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However, when an incoming email is forwarded internally or contains internal notes, we cannot manually delete or strip out those specific parts before sending our reply.
Having the option to remove the history/thread manually for individual conversations would be greatly appreciated