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How to change sender email in an existing thread?


In an existing email chain we currently have our settings to ‘send replies from inbound address’, appreciate there is another option of ‘teammate address’ but is it possible to switch between both options? i.e. in an existing email thread being able to select which email address you reply from, the same as you can in a new email/conversation?

Best answer by Jacques Reynolds

Hey ​@Beth Owen-Smith 👋 Jacques here from Support Engineering with Intercom. I hope you are well today!

In Intercom, you can control the address from which email conversation replies are sent by configuring the "Reply addresses" settings. You have three options: Inbound address, Teammate address, and Workspace email address.

However, on the back of what ​@João Maciel mentioned - Once an email thread is ongoing, you cannot dynamically switch between these options for each reply within the same thread. The reply will be sent from the address configured in the settings at the time of the reply.

This is a great idea though! I’ll definitely flag this as a feature request on your behalf. You can also check if this feature has been recorded on our Product Wishlist! You can search and upvote existing requests or create new requests. Check out the quick guide on how the Product Wishlist works here

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  • New Participant
  • 2 replies
  • January 14, 2025
Beth Owen-Smith wrote:

In an existing email chain we currently have our settings to ‘send replies from inbound address’, appreciate there is another option of ‘teammate address’ but is it possible to switch between both options? i.e. in an existing email thread being able to select which email address you reply from, the same as you can in a new email/conversation?

Hi Beth,

I believe that, unfortunately, it is not possible to switch between "send replies from inbound address" and "teammate address" in an existing email thread. This setting is configured globally in Intercom settings, but it would be interesting to have the option to choose the outgoing address. Perhaps this could be a feature implemented in the future.


Jacques Reynolds
Intercom Team
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Hey ​@Beth Owen-Smith 👋 Jacques here from Support Engineering with Intercom. I hope you are well today!

In Intercom, you can control the address from which email conversation replies are sent by configuring the "Reply addresses" settings. You have three options: Inbound address, Teammate address, and Workspace email address.

However, on the back of what ​@João Maciel mentioned - Once an email thread is ongoing, you cannot dynamically switch between these options for each reply within the same thread. The reply will be sent from the address configured in the settings at the time of the reply.

This is a great idea though! I’ll definitely flag this as a feature request on your behalf. You can also check if this feature has been recorded on our Product Wishlist! You can search and upvote existing requests or create new requests. Check out the quick guide on how the Product Wishlist works here


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