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Converting a chat conversation to an email

Related products:Tickets
  • March 26, 2026
  • 4 replies
  • 66 views
E

I understand that Chat conversations that are unanswered become Emails, but our users were used to Freshdesk where we would convert the conversation to an email so they could have the data neatly in their inbox. It would be nice to change the channel type from Chat to Email to adjust the formatting to follow up. Our users tend to prefer more thorough emails, so the chat sending after the conversation is not as ideal.

4 replies

Nate E.
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  • Nate E.
  • Connector
  • April 9, 2026

I love this and taking it a step further, I’d love to be able to switch back and forth in the same conversation between the two. For instance the customer may have chatted us, but we want to send them an email (in Intercom from our Support email) with some key information afterward. Then we may want to pick back up the same chat convo.

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    • Erika Kronwald
    • Author
    • New Participant
    • April 10, 2026

    Really great point, Nate! This came up with one of my teammates too. We often forward emails to other teams, like Sales, and we can’t do that easily when it starts as a conversation! Would be great to have both!

    Roy
    Top Expert ✨
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    • Roy
    • Top Expert ✨
    • April 10, 2026

    Dear ​@Erika Kronwald ,

     

    Intercom is a robust, messenger-led engagement platform. When integrated correctly, it allows your users to access their entire conversation history the moment they log in into your app, creating a seamless experience. Freshdesk, by contrast, is a traditional ticket-based helpdesk and lacks those slick, real-time messenger capabilities.

    Could you clarify why having customers access their past chats via Messenger would be such a game-changer for your specific workflow?

    Best,
    Roy 🇬🇧

    🇬🇧 Top of the shop. Cheers from London. 🗓️ Looking for a proper Fin implementation? Book a free call here: https://calendar.app.google/SHhmneXasrrrLF266
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    • Erika Kronwald
    • Author
    • New Participant
    • April 15, 2026

    Hi ​@Roy ! I believe you missed the intention behind my suggestion. This is regarding moving a conversation from a chat to an email, and continuing the conversation over email. This is a preferred method of communication for my users. They may start with a chat, but wish to move the conversation to an email and use their personal email inbox to respond. This is helpful if we need to integrate other stakeholders like Sales or loop in billing partners. Even if they just feel more comfortable replying on their own time through their inbox, I believe having that option is beneficial.

     

    “Could you clarify why having customers access their past chats via Messenger would be such a game-changer for your specific workflow?” - I feel this steers away from what I was hoping to achieve. It is not in the messenger, the goal is to move it to a Chat Conversation to a proper Email Ticket where we have the formatting of emails and can continue the conversation in this channel.

     

    Hope that helps to clarify!

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