Is there a way to switch quickly from sending a messenger message to sending that customer an email?

  • 23 June 2023
  • 1 reply

The same way I can switch from Email/Message to Note, I would like the ability to go from a messenger message to sending the customer an email that doesn't go through the messenger and also isn't a separate conversation.


This would allow us to send sensitive information via email rather than the messenger as a follow up to a conversation that was started in the messenger. 


Best answer by Racheal 27 June 2023, 01:55

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Hey @Jackson Racheal from the support engineer team here👋 


At the moment, Intercom does not support the ability to switch channels, once a conversation is in-app or email they must remain the same.  But I totally understand where you're coming from here and I would love to pass this along as a feature request for the product team. Thanks for adding your use case here, this totally make sense!