Description:
Currently, when chat messages haven't been seen in the Messenger after 3 minutes, Intercom automatically sends email notifications to customers. These emails use the first line of the chat conversation as the subject line, which often results in:
- Random, unprofessional subject lines
- Truncated text that cuts off at awkward points
- Inconsistent branding that makes emails hard to identify
Requested Feature:
Add the ability to customize the subject line for these automatic email notifications, either by:
- Setting a consistent default subject (e.g., "Commusoft Chat Summary" or "New Message from [Company Name]")
- Using the subject field that's already available when composing new chats
- Providing a template system for dynamic subject lines
Business Impact:
This would help customers easily identify and prioritize chat-related emails, reducing the risk of missed communications and improving overall customer experience.
