Occasionally, our customers send us direct emails that need to be converted into tickets. If we forward them to our support email address, then we can’t transform them in the name (and email) of the customer who sent the email. How can we do it?
Answered
Can I manually forward a customer's email to Intercom?
Best answer by Joao
Hey,
Your support team can add the correct contact to the conversation and then remove the internal employee if needed:
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