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Draft conversation responses

Related products:Core Inbox
  • March 26, 2025
  • 1 reply
  • 24 views

It would be really helpful if there were a way to save a Draft version of a response to a customer. This helps people being trained and situations where you need a Team Lead or other supervisor to approve the response before it is officially sent to the customer. After reviewing the draft and making any necessary modifications, the agent could easily send. This avoids a lot of Notes cluttering up the conversation flow with various response versions or having to do the response creation and approval outside of Intercom. 

1 reply

  • New Participant
  • November 12, 2025

My team is looking to switch from Gmail to Intercom entirely, and our only speed bump right now is the inability to draft a conversation before sending! I would also appreciate the ability to start a conversation with a note so we can add any needed context before drafting.