Turn off automated replies for internal team members

Question

Hi All,  I’m fairly new to intercom so this may be a straightforward question! We use intercom not only for our client and user queries but we also direct some internal customer success queries to the intercom inbox. I’m wondering if there is a way we can turn off the automated response for any people who reach out to us from our internal email domain? Thanks, Caitlin

Nathan Sudds · Accepted Answer

@caitlin Sounds like an interesting use case to use Intercom for your internal team queries, I have a client who is using it this way as well. This should be doable from any workflow by adding that email domain as an audience filter -- I just did the same thing for a consulting client this past week to prevent Fin AI from replying to some internal messages that come through to Intercom as well.If you are using the default email auto response option it does say that workflows will override that message, if you can’t turn it off maybe you could setup a more appropriate one for the internal team so they get an auto response that is customized to their messages instead.Hope this helps!

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