We use dedicated support email addresses to identify the correct brand and automatically route incoming emails through Intercom workflows.
When one of these support addresses is included as a BCC recipient, Intercom does not retain or expose that recipient information when the conversation is created. As a result, the conversation cannot be matched to the correct brand and the workflows that depend on that information cannot run.
This means BCC emails can remain unassigned and require manual monitoring and routing, creating a risk of delayed or missed customer emails.
We would like Intercom to support one of the following:
-
Preserve the original BCC/envelope recipient so it can be used in workflows and routing.
-
Provide a secure system field containing the receiving support address, including when it was BCC’d.
-
Alternatively, provide an alias-mapping mechanism that allows admins to map incoming BCC addresses to a Brand, Team or Inbox.
The goal is for emails sent or copied to official support addresses to follow the same reliable brand-assignment and routing logic whether the address appears in To, CC or BCC.
Intercom Support has confirmed that BCC-based routing and brand assignment are not currently supported and that there is no available workaround.
Category
Inbox or Workflows, whichever is available as the closest Product Wishlist category.