We are using intercom in our customer support team.
Usually our clients contact us by email, and add a second person in copy of the email.
Is is possible to keep this second person in copy and still send a CSAT at the end of the conversation, event if there are 2 or more person in copy ?
Today we are blocked because CSAT won’t be send automatically if there are more than one email adress.
Thank you !!
Is the 2nd email address always the same?
You could add the CC’ed email address as an internal company email address using Intercom’s built in feature around that, and it’ll hide/remove that as a “Contact” in the conversation. We do this with our main support emails from other brands, and so the customer’s email is the only contact showing for the conversation, and the other email is hidden in the Intercom Help Desk.
Another more aggressive way is blocking an email address, then it’ll automatically remove the email address that’s CC’ed every time a conversation comes in. But I wouldn’t use if it’s a legitimate email address that content may come in from.
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