When I receive a support email from a customer, I would like to respond the customers inquiry while also cc’ing the support email that goes to our intercom team inbox for visibility. This is working, however every time I do this the conversation goes in my name instead of only the customer’s. Looking for some ideas here on how to make sure my name is not placed in the conversation field.
As you can see from the email below, it is treating me like a lead even though I have an account in intercom with the email address I replied from.
![](https://uploads-eu-west-1.insided.com/intercom-en/attachment/7d3e1fe8-24af-4673-9bdc-b376c6cb27af.png)