We have two old email addresses (in use before our company was acquired) that we've set up to forward/reroute into the same Intercom inbox as our current support address. This works fine for receiving mail, but Intercom doesn't let us change the sender identity that gets used once a conversation originating from one of those old addresses comes in — replies still go out looking like they're tied to the old email context rather than our current one.
Why this matters: We're actively trying to migrate customers off the legacy addresses and onto our current one. Right now we have no lightweight way to use these interactions as a nudge — e.g. showing our current/preferred email address more prominently, or noting in the reply that the old address is being phased out — because the sender/from identity on that thread is locked to whatever the original inbound address was.
What we're asking for: The ability to override or customize the "From" display name/address (or at least append messaging) on conversations that come in through a rerouted/forwarded legacy mailbox, so we can use these touchpoints to "re-educate" customers to use our current email address instead of the old one, without having to manually catch and edit every reply.