CC'ing an external email after closing a chat

Question

After ending a chat, is there a way to loop in or cc an external email to the conversation without changing the conversation to a ticket?

Paul Byrne · Accepted Answer

Hey ​@Tricia YonahaUnfortunately, Intercom doesn't provide a way to CC or loop in external email addresses to a regular conversation without converting it to a ticket. Our thinking is:Regular conversations are built for direct communication between your team and the customerThe ticket functionality is specifically designed for multi-party communication including external emailsYou do have some practical alternatives though.You could use notes forinternal team communication only:Add notes visible only to your team within the conversation@mention teammates if neededIf you really need to loop in external parties convert to a ticket:Convert the conversation to a ticketThis is the only native way to include external email addresses in the ongoing communicationIf you frequently need to include external parties in conversations, you might want to reconsider using tickets, as they're purpose-built for this type of communication.

Nathan Sudds · Answer

​@Tricia Yonahathis should be possible but could you share some more of the why behind your question to help make sure we get you the best help we can?Are you trying to notify someone new that it's been closed or trigger some other workflow etc?

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