Currently, Intercom automatically applies “Reply All” when replying to inbound emails that include multiple recipients (To/CC). This behavior is enforced by default and cannot be changed by the agent.
In many cases, this is not the desired or safest behavior. The most appropriate solution would be to allow teams to configure the default reply behavior, so replies can default to “Reply to sender” instead of “Reply All”.
A common example is when an individual sends an email to multiple companies simultaneously. When replying in Intercom, agents must manually remove all other recipient email addresses to avoid responding to unintended parties. This introduces unnecessary friction and increases the risk of human error.
Allowing a configurable default (e.g. “Reply to sender” as default) would reduce operational risk, improve agent efficiency, and prevent accidental disclosure of information to unintended recipients.