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Help! Amazon Emails splitting into separate conversations!

  • May 3, 2024
  • 1 reply
  • 89 views

Hello Intercom community,

i hope someone can help me.

We’re using Intercom mainly for E-Commerce Customer Support (shopify and amazon).

I'm facing a challenge with amazon buyer-seller messages (forwarded via email to intercom) that are being split into separate threads instead of being grouped under the same conversation.

We use Amazon Seller Central and have configured it to forward messages from customers (buyer-seller mailbox, amazon’s own messaging system) to our Intercom system. Despite ongoing conversations, each new customer message, even if part of an existing thread, opens as a new conversation in Intercom. This fragmentation makes managing customer interactions quite cumbersome.
 

Here’s what happens:

  1. A customer sends a message through the buyer-seller inbox on amazon
  2. The message is sent via email to our support mail-adress, which then forwards the email to intercom
  3. We respond via Intercom, and our reply reaches the customer without issues.
  4. The customer replies to our response using the amazon inbox, but this reply triggers a new conversation in Intercom instead of appending to the existing thread.

This makes Intercom almost unusable for our amazon buyer seller messages at the moment.

Has anyone had the same challenge and managed to find a solution or workaround?

Any help appreciated.

Best
Till

Best answer by Jacob Cox

Hi @Till Salten !

Most likely when this type of situation happens where all the emails from a specific email provider are creating new conversations, it’s because that provider is stripping out the headers in the email that are required for replies to get threaded back into the same conversation. Since those headers aren’t there, there’s nothing that can be done but create a new conversation. 

For situations where you’re engaging in a lot of back and forth with a customer we recommend requesting that the customer switch over to your Intercom Messenger to speed up the communication and keep the conversation in a single thread.

If you’re looking for more details around your particular situation, I would recommend reaching out to our Support team via your workspace’s Messenger!

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Jacob Cox
Intercom Team
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  • Sr. Technical Support Engineer
  • 441 replies
  • Answer
  • May 5, 2024

Hi @Till Salten !

Most likely when this type of situation happens where all the emails from a specific email provider are creating new conversations, it’s because that provider is stripping out the headers in the email that are required for replies to get threaded back into the same conversation. Since those headers aren’t there, there’s nothing that can be done but create a new conversation. 

For situations where you’re engaging in a lot of back and forth with a customer we recommend requesting that the customer switch over to your Intercom Messenger to speed up the communication and keep the conversation in a single thread.

If you’re looking for more details around your particular situation, I would recommend reaching out to our Support team via your workspace’s Messenger!


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