When an email is forwarded from another department which isn’t using Intercom, their internal email needs to be removed so that clients can’t see it.
At present it is possible to select the existing trail in the reply box and delete the entire trail, but this means that the trail is lost for the response being sent and therefore there is no context for the response.
A workaround is to then copy and paste the part of the trail you do want, but these can often be very long, and it will also end up putting your email signature right at the end of what you have pasted instead of after the most recent response.
We would simply like to be able to highlight and delete the last response like you can in Outlook or Freshdesk in case it is an internal email which we would not want to be included to the client.