We would like more granular control over how individual teammates are presented to customers when sending emails from Intercom.
Currently, teammates may need to communicate from different email addresses or inboxes depending on the type of request. For example, a VIP teammate may sometimes send from a dedicated VIP/Loyalty address, while at other times they may need to use a general Support address.
At the moment, the customer-facing identity cannot be configured independently enough for each teammate or sending context. This can result in the same teammate being presented with an identity, role or signature that does not accurately reflect the context of the email being sent.
Ideally, admins should be able to configure customer-facing email identity settings at one or more of the following levels:
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Individual teammate
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Team or Inbox
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Sender email address
This could include:
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Display name or alias
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Team or role label
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Email signature
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Brand presentation
Where possible, the correct identity and signature should be applied automatically based on the sender address or Inbox being used.
This would allow teams such as VIP, Customer Relations and general Support to work within the same Intercom workspace while maintaining an accurate and professional customer-facing identity for each type of communication.