Response from the Support team :
So I have just checked with one of our engineering teammates and they have confirmed that the side conversation creation flow creates conversations through the standard email conversation flow, but never accesses parent conversation brand data or inherits any brand configuration.
When setting a brand in a conversation, the goal is to have a specific signature. It is unacceptable that when you send a side conversation, a different brand is being used.
Hi
This is a good suggestion! We take input from our customers with great consideration when creating new features and refining our current solutions, you can ask in the support conversation to share this with our Product Team. It may seem self-explanatory, but giving them a bit more insight into why this would be helpful for your team in particular? Any extra info they can pass along to the R&D team is certainly helpful as they prioritise and build new features 🙏
Did you know that you can also check if this feature has been recorded on our Product Wishlist in our Community? You can search and upvote existing requests or create new requests 🙌 Check out the quick guide on how the Product Wishlist works here. Note that you must be logged into the Intercom Community to access the Wishlist. You can log in with SSO or log in as a guest at the top right of the page.
Hi
We are a company that is called Unifiedpost (legal entity) but with a brand Banqup.
So in Intercom we have a brand Banqup where communication to customers is done with that branding. However, in some countries, legally you need to communicate from the legal entity, not the brand.
So for those countries we created a brand Unifiedpost. That works for conversations and tickets, but when starting side conversations, the wrong brand is being used … which is not legal.
Hope this clarifies the issue this is causing for us.
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