Hi Intercom team,
I’d like to submit a feature request regarding forwarded emails and quoted content handling in Intercom.
Feature request
It would be very helpful if Intercom could preserve and expose the full forwarded email content, including quoted messages and attachments, regardless of which email client was used to forward the email.
Current behavior
When an email is forwarded from the web interface of the email provider, the forwarded content and attachments are visible in Intercom as expected.
Example conversation:
https://app.intercom.com/a/inbox/iln7babw/inbox/shared/all/conversation/215474365038458?view=List
However, when the same email is forwarded from Apple Mail on macOS, the quoted forwarded content and/or attachment is not visible in Intercom.
Example conversation:
https://app.intercom.com/a/inbox/iln7babw/inbox/shared/all/conversation/215474364926343?view=List
Why this matters
Our workflow depends on reading forwarded customer emails inside Intercom and also accessing this conversation data through exports and the API.
At the moment, if the email is forwarded from Apple Mail, the quoted forwarded content is not available in the Intercom conversation export as text or PDF, and the same incomplete data is returned through the API.
This makes it difficult to reliably process forwarded emails, because the available conversation content depends on the email client used by the sender.
Expected improvement
Please consider adding support for preserving and exposing the full forwarded/quoted email content and related attachments in Intercom, including cases where the email was forwarded from Apple Mail or other desktop email clients.
This would make forwarded email handling more consistent across email clients and more reliable for API-based workflows.
Thanks!