Current behavior:
If a customer hasn’t viewed a teammate’s message in-app after 3 minutes, Intercom automatically sends them an email notification.
Why this isn’t ideal:
Three minutes is often too short. In many cases, the customer is:
-
still following steps we’ve given them,
-
checking settings or completing actions in another tab, or
-
simply switching context temporarily.
They then receive an email notification that’s irrelevant — since they’re still in the process of replying or resolving the issue — which can feel spammy or confusing.
Suggested improvement:
Let admins configure this delay (e.g., 5, 10, or 15 minutes, or even disable it per workspace).
This would help tailor notification timing to each team’s workflow and reduce unnecessary or premature email alerts.