We send personalised outbound marketing messages from members of our team under their own name to our customers. Often, our customers reply to the teammate directly and share their feedback or thoughts. This is great, however the volume of responses can be overwhelming for one person to respond so in a timely way, so we’d like the rest of the team to be able to help.
If an outbound campaign message/email was sent from say Bob@company.com and a customer replied to Bob, could other teammates go into Bob’s Intercom inbox and opt to reply to that customers email from “Bob” so the customer’s experience is to continue their dialogue with the person they received the message from?
Today our approach is for teammates to draft replies as notes which Bob then has to copy/paste as a response to then send under their own name.
