Currently in Intercom, even when a teammate is using “Note” mode to write internal comments or communicate with other team members, the composer automatically switches to “Reply” if the customer sends a new message during that time.
This behavior creates a risk that internal information may accidentally be sent to the customer.
It would be very useful to have a permission setting that allows completely disabling the “Reply” option for specific users or roles, while keeping the “Note” option available.
This feature would be especially helpful for roles that do not communicate directly with customers but need to view and comment on conversations internally (such as supervisors, internal support analysts, or quality teams).
Expected benefits:
-
Prevent accidental sharing of internal information with customers;
-
Increase communication security;
-
Support better role management for internal-only users.