Improwment of email chain stability

Does this happen only for a specific customer you have? What email addresses are used in the process? 

for some customers.
i don’t think that I want to share that sensitive info in the public

I was not asking for exact email address, but rather a description… like are they replying from different email address than they are receiving emails, also, check the raw emails - is there anything changed in there compared to what you send and what you receive back when they reply.

Since it is happening for some customers, find what is common for them, as it seems it is not Intercom. Yes, it is related to Intercom, but something on their end is causing this. 

That is as far as I can help without further info. 

there are different customers but not all.

As example it is one customer who are using team for same adres, and as example it comes form email support@xxx.com, and sender shows as a Support but answer comes form same email byt already name showing as example Alex. Address is not changing but in fact different person wrote.
Same as intercom sending answers to customers like “FIN from intercom” when it is not assigned but then you assigning agent and already customer receive answer from “Marek form intercom” it can not be problem.
On other hand we had no such issue on zendesk with same customer same email address. What means that it can be improved from intercom side also