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ISSUE WITH SENDING EMAILS IN INTERCOM

  • September 5, 2024
  • 1 reply
  • 74 views

I’m experiencing issues with sending emails through Intercom. I tried creating a new email to confirm order details with a customer, but the email wouldn’t send. In other cases, the email does send, but the customer doesn't receive it, not even in their spam folder. Is there a way to resolve this issue? (Please note: this is for a new email I'm creating to send to the customer, not a reply to their email).

 

Additionally, I have another question: if my WhatsApp number changes, can I manually remove the old number and add the new one in Intercom?

Thank you for your assistance.

Best answer by mateusz.leszkiewicz

Hi @Ryan Nguyen, It’s Mat from the Support Engineering Team 😀

I am sorry that you are experiencing issues with email. From what you are saying there might be a several causes of this issue. Most likely the email functionality is not setup correctly but to be sure of the cause of this situation I will create an Intercom conversation for you and my colleagues will be with you shortly.

If you want to ask the question about the Inbox, you can always start a conversation by yourself using our chat that is located in the bottom right corner of your Inbox screen.
 


Just to be sure we're on the same page, could you take a look at the article below in case you haven't seen it already?

https://www.intercom.com/help/en/articles/8797915-email-sending-faqs

If it comes to changing WhatsApp number it is not a straightforward process.
Once a phone number is registered on the WhatsApp Business API, it cannot be downgraded for use with the WhatsApp mobile apps, and it cannot be directly changed within the WhatsApp Manager UI as the button to delete the phone number is disabled.
If you want to use a different phone number for your business on WhatsApp, you would need to migrate your phone number to a different WhatsApp Business API account (WABA). This migration process allows the phone number to retain its display name, quality rating, messaging limits, Official Business Account status, and any previously approved high-quality message templates.
To migrate your phone number to a different provider, you should follow the official documentation provided by Facebook. 

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mateusz.leszkiewicz
Intercom Team
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Hi @Ryan Nguyen, It’s Mat from the Support Engineering Team 😀

I am sorry that you are experiencing issues with email. From what you are saying there might be a several causes of this issue. Most likely the email functionality is not setup correctly but to be sure of the cause of this situation I will create an Intercom conversation for you and my colleagues will be with you shortly.

If you want to ask the question about the Inbox, you can always start a conversation by yourself using our chat that is located in the bottom right corner of your Inbox screen.
 


Just to be sure we're on the same page, could you take a look at the article below in case you haven't seen it already?

https://www.intercom.com/help/en/articles/8797915-email-sending-faqs

If it comes to changing WhatsApp number it is not a straightforward process.
Once a phone number is registered on the WhatsApp Business API, it cannot be downgraded for use with the WhatsApp mobile apps, and it cannot be directly changed within the WhatsApp Manager UI as the button to delete the phone number is disabled.
If you want to use a different phone number for your business on WhatsApp, you would need to migrate your phone number to a different WhatsApp Business API account (WABA). This migration process allows the phone number to retain its display name, quality rating, messaging limits, Official Business Account status, and any previously approved high-quality message templates.
To migrate your phone number to a different provider, you should follow the official documentation provided by Facebook. 


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