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Answered

Forwarding an email externally and removing it completely from Intercom

  • September 13, 2023
  • 4 replies
  • 232 views

I can see how to forward emails out of Intercom. But how can I make sure that when the conversation continues externally, then I don’t get sent all the conversations into Intercom?

Best answer by Racheal

Hey @MoiAussie Racheal from the support engineer team here👋 

 

You would just need to make sure that you do not include an email address that is forwarded into Intercom, or a direct inbound email address (@intercom-mail.com) on the email thread.

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4 replies

Racheal
Intercom Team
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  • Customer Support Engineer
  • 512 replies
  • Answer
  • September 18, 2023

Hey @MoiAussie Racheal from the support engineer team here👋 

 

You would just need to make sure that you do not include an email address that is forwarded into Intercom, or a direct inbound email address (@intercom-mail.com) on the email thread.


  • Author
  • New Participant
  • 1 reply
  • September 19, 2023

Hey Racheal, thanks for your response.

How would I not include an email address. I’ve just look at the forwarding flow. I can only see my email as the “forward from” address. I then enter the email of the person I want to forward to. And when the original sender replies this person, I still get their reply in my own inbox.

What would I need to do to exclude myself from this thread? Thanks.

 


Valentin Dias

Hello @Racheal, I have the same issue as @MoiAussie.

I’m looking for a way to automatically assign one of my colleagues email (ex : example@gmail.com) when they send emails (ex : newsletters). The goal is to avoid having the answers from the customers in Intercom, but directly and only my colleagues email inbox.

Any tips on this matter ?

Thanks !


Jacob Cox
Intercom Team
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  • Sr. Technical Support Engineer
  • 441 replies
  • April 6, 2024

Hey there! 

There isn’t currently a way to turn-off the replies from coming back into Intercom. This is how the Email is designed to behave. That said, I can see how this would be a convenient feature to have! I’ll flag this for our product team to consider implementing in the future!


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