When an internal user (commonly know as a ”teammate”) replies to a Side Conversation from Slack, their user is not correctly matched to their Intercom user despite having the same email address.
This issue has been fixed for conversations triggered from Slack channels, as per this community feature request:
The fix is to adjust the contact matching path to check against the account email for internal users instead of the profile email (which will never match, eg: “name@team-HASH_VALUE.intercom-mail.com”).
Can we please have this fix rolled out for Side Conversations 🙏