When handling a customer call in Intercom, the follow-up reply is currently set to Messenger.
It would be really useful to have a simple toggle/dropdown allowing teammates to switch the follow-up channel from Messenger to Email directly within the same conversation.
For example, after a phone call we often need to send the customer a written confirmation, payment link or additional information. We don't always know whether the customer actively uses Messenger/the app, so email can be the more appropriate channel.
Currently, to send that follow-up by email, we have to use “Create new”, which creates an unnecessary extra step and separates the follow-up from the original conversation.
Being able to simply select Messenger or Email for the follow-up would make post-call communication quicker and keep the full customer interaction together in one conversation.