Our team members are trained to always send a follow up email after their phone calls. We prefer that these are sent in the same conversation as the phone call, so that the our conversation statistics aren’t doubled for every phone call.
Currently, Intercom only allows an in-app message to be sent after a phone call, with no option to send an email instead. While this will still send an email to the customer if they don’t see it in-app within 3 minutes, this creates three major issues for us:
- Even though we set a ‘Subject’ on the conversation, the email just has “Re: “ due to Intercom’s behaviour of never using the Subject for conversation notifications and instead using the user’s first line of text (which is its own whole thing, really). This looks incredibly sloppy, and means users can’t tell our follow-up emails apart in their inbox.
- Often the customer is in-app immediately following a call with us, so there’s a strong chance of them seeing and dismissing the notification by accident. This is usually important information that we would prefer they have in their inbox for future reference.
- The formatting of the “email” presents as a chat message rather than an email, which doesn’t look as polished.