Thanks for clarifying @julie d You can send a one time email as a conversation within Intercom. You can see the guide on how to accomplish this here. 🙌
You would still need to use the process here to send emails from a group address. You will need to add the domain & verify it in order to send from this address. I hope this clarifies.
Would you mind clarifying what you mean about outbound/emails they are not visible on the Intercom Inbox? If you are referring to outbound content within Intercom being sent then this is only visible in the Inbox after the end-user has replied.
It wouldn't be possible to send an outbound conversation to multiple people at once, you would need to follow the process you are currently doing, I understand it isn't ideal that the original recipient receives 2 emails but currently it's the only workaround.
I would also appreciate clarification on sending "with recipients in copy", I just want to make sure I am on the same page. In terms of "acknowledgement of receipt", when an end-user reads the email this will show within the specific conversation in the Inbox. You can follow up these outbound conversations from the Inbox if they are sent from Intercom. Like the way I mentioned in the article I shared above you will need to verify this domain then you will be able to use it. Lastly, you shouldn't have any issues assigning these conversations to a team within Intercom once they are available in the Inbox.
If I have misunderstood here, please let me know & I can take a further look. If I have misunderstood, screenshots will be really helpful in understanding what you are trying to accomplish if you can share them that would be great. 😄