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
Hey
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!
+5Hey
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!
Adding that this functionality would be helpful for our use case. We have team members who we need to loop into customer requests, but don’t have full seats in Intercom, and being able to switch it from messenger to email would help us be able to CC the other team member.
I’m following up if this feature request to switch channels was adopted?
I would like to e.g. switch from an email response to an in-app/messenger response.
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