Currently, Intercom’s automated reminder emails don’t provide any indication of which conversation or enquiry the reminder relates to.
This can be confusing for customers, particularly those who have multiple active conversations with us or who send several emails in a single day. When they receive a reminder, there is currently no subject, conversation reference, previous message excerpt, or other context to help them identify what they are being asked to respond to.
The problem
For customers with multiple open threads, an email saying something along the lines of “We're just following up on your support request. Could you please review our response and update us by replying to this email?” isn’t actionable on its own. They may not know:
- Which enquiry requires their response
- Which member of our team they were speaking with
- What the outstanding question was
- Whether they have already replied to a different conversation
This creates unnecessary confusion and results in customers ignoring the reminder, replying to the wrong thread, or contacting us again to ask what the reminder relates to.
Suggested improvement
It would be really helpful if automated reminder emails could include some context from the relevant conversation, for example:
- The conversation/email subject
- A short excerpt from the most recent message
Even something as simple as “We’re waiting for your reply regarding: [conversation subject]” would make these reminders significantly clearer.
Why this would be valuable
Automated reminders are intended to prompt customers to take action, but without knowing what the reminder relates to, the customer may not be able to do that.
Adding conversation context would make reminder emails much clearer and more useful, particularly for businesses whose customers regularly have multiple conversations open at the same time.