We would like to request an improvement to how phone conversations work in Intercom.
Today, replies sent within a phone conversation are not visible in the Messenger conversation history. If the customer has an email address, the reply is only delivered by email. If they do not have an email address, the customer never sees the reply at all.
This creates several challenges:
- Support agents can mistakenly believe they have replied to the customer when, in reality, the customer has no way of seeing the message.
- Customers without an email address receive no response, which leads to confusion and unnecessary follow-up contacts.
- Agents often have to start a brand-new Messenger conversation instead of continuing the existing one, resulting in fragmented conversation history.
We would like the option to make replies sent in phone conversations also appear in the customer's Messenger inbox. Ideally, this could be:
- The default behavior, or
- A workspace setting that administrators can enable or disable.
This would provide a much more consistent omnichannel experience, reduce confusion for both customers and support teams, and ensure that conversation history remains complete regardless of how the interaction started.