Customer conversations started within a back-office ticket are not actually being sent.

Question

When trying to create a new linked customer conversation through a back-office ticket, the new conversation will open up and we can change the subject and content of the message as usual, but when we hit Send, the message disappears, the subject line changes back to the default subject, and nothing actually gets sent to our customer. I have tried this across multiple tickets and customers. This issue only began this morning.

Conor · Accepted Answer

Hey ​@Myriah Colorado Robinson, if that’s a new behaviour and you’ve just started experiencing that, I recommend chatting to Intercom’s support team 1:1 to report that as a bug. They should be able to investigate and fix anything they find!

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