Currently, when an agent holds an Intercom seat, they cannot be CC'd on outbound emails sent through Intercom by another agent. The only available workarounds are tagging the agent in the notes section or reassigning the ticket entirely, neither of which is ideal when the need is simply to keep someone in the loop or copied on a back-and-forth email thread.
This creates a challenge for teams where not all seat holders are full-time Intercom users.
We do not believe this would introduce any risk of an email loop, as the intent is simply to copy an internal agent on an outgoing email, no different than a standard CC in any email client. Adding this functionality would bring Intercom more in line with how email naturally works and would greatly improve our visibility across the team when needed.