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Issue with Client Reply Formatting in Intercom

Related products:Tickets
  • December 18, 2024
  • 0 replies
  • 15 views
M
Good morning, I wanted to bring to your attention an issue we’ve encountered. When a client responds to a conversation or ticket by replying directly to the CSM using a different text color, this formatting doesn’t carry over into Intercom. All text appears in the same color, making it difficult to differentiate their comments.

As a result, we often need to either:
  • Ask the client to clarify their response, or
  • Forward the email to our personal inbox (e.g., Outlook) to view their comments as intended.

Here’s an example of a client email:  https://app.eu.intercom.com/a/inbox/mc3a8p9u/inbox/admin/50024011/conversation/46678

Could you please advise if there’s a setting we can enable to resolve this, or if this could be submitted as a feature request for improvement?

​​​​​​​Thank you 

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