We have a lot of customer who put other people in their company on CC whenever they have a query for us. When the email is forwarded from our support email to intercom inbox all the people on CC shows up on the conversation detail bar. This means that if we answer through Intercom, they will all get the email. We wish to keep them on CC and rather have the original sender only as the main recipient.

I’ve been testing this and it doesn’t appear to be possible right now. This is something that you’d have to suggest to Intercom, or possibly @eric f11could add it to their feedback system. Clarification:When you “Add a person” to the conversations, it adds them as a main recipient on the email. It would be useful if it was possible to make it so added participants were CC into conversations, instead of just added straight in. Though, looking at it from the flip side I’m not sure this would align properly with a group conversation, as other recipients would not receive their replies. Could this be made toggle-able or as a choice when adding people to the conversation? Thanks,Sam

I'm not sure this is possible, @ada. It does sound useful, and I do think that people 'added' to the conversation should be CC instead of a main recipient.

How to answer only sender and not people on CC when answering an incoming email?

How to answer only sender and not people on CC when answering an incoming email? | Community

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