Send Intercom replies to original sender email

Question

I just started using Intercom. We have multiple people managing replies from a single account, which works well. Is there a way to also send the Intercom replies to the original sender email? For example: our group-managed email is example@gmail.com. When a user sends an email to example@gmail.com it gets forwarded to Intercom, where it’s replied to. However, there’s no history of the email in example@gmail.com. This is a problem because I still need to manage/track the email threads in Gmail in addition to Intercom. Mainly because I’ll need to pick up communication out of office hours and over the weekend. How can i solve this?

Jacob Cox · Accepted Answer

Hi @Ed Jones!It’s not currently possible to forward those email replies back out to your email provider. If you need to track conversations outside of Intercom, you can make use of our REST API and/or Webhooks for pulling those replies into a 3rd party tool.👍

bernice · Answer

Hey @Ed Jones- Just a heads up that each teammate will need to have their own seat, per ourTerms of Service: "User IDs are granted to individual, named persons and may not be shared."You’ll find more on Email Forwarding in this article from outHelp Center📌

Join the Intercom Community 🎉

Intercom Customers and Employees

Login to the community

Intercom Customers and Employees

Scanning file for viruses.

This file cannot be downloaded