It would be incredibly useful if Intercom allowed agents to drag and drop recipients between the To, Cc, and Bcc fields when composing an email reply.
Today, moving a recipient from one field to another requires removing them, searching for their email address again (or copying and pasting it), and re-adding them to the desired field. This is a small but frequent friction point for teams that primarily communicate via email.
A common workflow for us is when our Customer Success team forwards a customer request to Support. When replying, we often need to make the customer the primary recipient (To) while moving the CSM to Cc so they stay informed. With multiple recipients, this becomes unnecessarily time-consuming.
Instead, recipients should behave like draggable “chips” that can simply be moved between the To, Cc, and Bcc sections.
Benefits:
- Faster email composition.
- Fewer manual copy/paste or search operations.
- Reduced risk of sending a reply to the wrong primary recipient.
- More intuitive handling of forwarded conversations and multi-recipient support workflows.
This would be a small UX improvement but would save our support team time every day, especially when handling email conversations involving Customer Success, customers, and multiple stakeholders.