Feature Request
Add the ability to configure a short delay before outbound emails are sent, with an Undo Send option available during that window.
Similar to what exists in Messenger.
Problem / Use Case
Currently, once an agent sends an email in Intercom, it is sent immediately. This leaves no opportunity to catch a typo, incorrect information, missing attachment, or accidental send after clicking Send.
Other CRIM’s (i.e. Kustomer) offer a useful workflow where an agent can send an email as normal, but the message remains in a temporary suspended state for a short period before actually being delivered. During this window, the agent can select Recall/Undo, which returns the email to draft so it can be edited and resent.
This provides a simple safety net without adding additional steps to the normal email workflow.
Proposed Solution
Introduce a configurable Send Delay for outbound emails in Intercom.
For example, an admin or individual user could configure a delay of 30, 60 or 120 seconds. When an agent sends an email:
- The email enters a temporary pending/suspended state.
- The UI displays an Undo Send option and, ideally, the remaining time before the email is sent.
- If the agent selects Undo, the email returns to draft and can be edited.
- If no action is taken, the email is automatically sent once the configured delay expires.
Benefit
This would reduce accidental or incorrect emails, give agents a chance to catch mistakes immediately after sending, and provide additional confidence when communicating with customers, all without disrupting or slowing down the standard workflow.