I think it’s absolutely ridiculous that when I receive an email where the sender removes people from the thread and I reply, Intercom adds those people back in, with no notification to me that it is doing this. For example, I am in an email exchange with Julie and Susan. Julie responds to my email but removes Susan from the thread. When I respond, Intercom automatically adds Susan back without 1) informing me that she was removed or 2) giving me the option to keep her off the next email. The only time I know to remove her is when the email from Julie says “Susan moved to BCC” or “minus Susan” or something and then I have to manually remove Susan from the response to not add her back in.
This is an issue for a few reasons.
1) Customers have gotten frustrated with me that I “keep adding people back in” to the conversation once they’ve removed. I don’t realize I’m doing this because if there are 8 people on a thread and they remove someone without telling me explicitly, I don’t know that the list should change. The customer wants to adjust who is involved in the conversation and they reasonably should be able to remove irrelevant people. But Intercom doesn’t tell me they’re removed and automatically adds them back in. So it looks like I keep adding them back.
2) If the customer says something sensitive in an email, removing people who they don’t want to see their response and I don’t realize, Intercom adds those people back into the conversation! This could mean that the customer says something like “Susan was supposed to do her job, but she’s been difficult to work with lately.” And then I respond and automatically add Susan back into the conversation!!! That is such a bad look.
Most email tools I use change the recipient list based on who the previous email included, but Intercom doesn’t do that. It will stick with the same list unless I manually change it in Intercom. That doesn’t work for me and leads to frustration.
Additionally, when I’m on my phone, I can’t see the recipients on a particular email, just on the overall conversation. And sometimes even on the browser, a specific email won’t show me the specific recipients. I don’t know why it does that sometimes, but it’s also quite frustrating.
