Is there a way we can rollback to the old behavior or disable copying/pasting emails coming in as a mailto: link instead of replacing the text? | Community
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Is there a way we can rollback to the old behavior or disable copying/pasting emails coming in as a mailto: link instead of replacing the text?

  • May 26, 2026
  • 6 replies
  • 487 views

In the last few weeks, it appears Intercom’s behavior around handling copy/pasted email addresses have changed and I really don’t like it. I’m trying to quickly fill out an email template and want to replace a few PLACEHOLDERS with a plain text email address like test@example.com. But now the current behavior instead of replacing the text with email is just adding a mailto: link. So instead of “test@example.com” it becomes “PLACEHOLDER” .

I don’t think there’s any universe where adding a mailto link to my intercom message would ever be desired. This is causing me about 2 extra keystrokes to deal with and in aggregate it’s quite annoying behavior and unwanted.

Best answer by Sean Meade Forum Support Lead

Hi ​@Dae-Ho Chung, I have just heard back from the developers and they have checked and said this functionality hasn’t changed and that this is expected behaviour even for Cmd+Shift+V. We have made changes to the UI and we’re able to run and test the older version and found this works the same as it does now. If you wish to raise this as a requests for this you can do so on our Community Product Wishlist. I'd recommend searching there first to see if a similar idea already exists, and if it does you can upvote it or add your comments. If not, you can create a new request here: Product Wishlist.

    6 replies

    Intercom Team
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    Hi ​@Dae-Ho Chung, Seán here from the Fin technical support team 👋
     

    In this are you pasting the email into Intercom from another source? The mailto: part of this would be picked up from the source so it could be that the source you get your emails from may have changed?

     

    If I’ve picked this up completely wrong can you share a bit more detail and a screenshot or two and I’ll try give you a more accurate answer on this! TIA!

    • Dae-Ho Chung
    • Author
    • New Participant
    • June 9, 2026

    If you copy a plain text email address into your computer’s clipboard (I’m on MacOS, so maybe MacOS changed something) like text@example.com

    Then highlight some text in the Intercom response window, then Paste.

    It used to replace the text with the plain text email

    The recent behavior around the week I complained is adding a hyperlink with mailto: . With Cmd+V, or Cmd+Shift+V

    I’m attaching a gif showing I reproduce it

     

    Intercom Team
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    Hi ​@Dae-Ho Chung , sorry for the delay here! I’m going to create a conversation with our support team so they can take a closer look and investigate further with you. I believe the pasting an email to hyper link to a mailto is expected but I don’t know if it is supposed to be for pasting with plain text (Cmd+Shift+V). They’ll be able to look into this further for you. Keep an eye out for a follow-up from the team shortly.

    Intercom Team
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    Hi ​@Dae-Ho Chung and anyone else following, just wanted to update that a ticket with the engineering team has been opened as it is not fully expected behaviour, once I have an update on this I will reply here again.

    Intercom Team
    Forum|alt.badge.img+7

    Hi ​@Dae-Ho Chung, I have just heard back from the developers and they have checked and said this functionality hasn’t changed and that this is expected behaviour even for Cmd+Shift+V. We have made changes to the UI and we’re able to run and test the older version and found this works the same as it does now. If you wish to raise this as a requests for this you can do so on our Community Product Wishlist. I'd recommend searching there first to see if a similar idea already exists, and if it does you can upvote it or add your comments. If not, you can create a new request here: Product Wishlist.

    • Dae-Ho Chung
    • Author
    • New Participant
    • September 22, 2026

    Hi ​@Sean Meade Forum Support Lead . Thanks for the reply and follow up. It definitely was behaving differently back in April 2026 or earlier. But I agree the behavior has been the same for the past 6 months or so. I distinctly remembering the behavior changing suddenly and instead of simply replacing the text that was highlighted, it would insert a mailto: hyperlink on the selected text. It’s still obnoxious that it does this as mailto: links truly are not that useful, but I have gotten used to it in the past 5 months since I wrote this up :( I do wish it wasn’t the case, though.

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