When Fin replies or send a follow up for inactive customers, the outbound reply doesn't include the quoted thread below the message. Recipients only see the reply itself with no prior context.
Is there a setting in Intercom to enable quoted/threaded replies so the previous email history is included in outbound replies the way traditional email clients handle it? If not, what's the recommended workaround for managing external partner email threads through Intercom without losing context for recipients?
Best answer by Nathan Sudds
@Queenzy This is an interesting one, it may be helpful to see a screen shot of this or join us for the Fin/Intercom Office Hours on a Monday to discuss it -- there are some settings to allow seeing the rest of the conversation history in the threads for email for example but it depends on why/how this is being stripped from the message --- to be sure it would help.
@Queenzy This is an interesting one, it may be helpful to see a screen shot of this or join us for the Fin/Intercom Office Hours on a Monday to discuss it -- there are some settings to allow seeing the rest of the conversation history in the threads for email for example but it depends on why/how this is being stripped from the message --- to be sure it would help.
@Nathan Sudds hi - we moved from Zendesk to Intercom last year and are working on adding Fin support for some of our products. We are heavily email-support for our tech support teams and mainly chat-support for our analyst/application team (though email is still used especially in follow-up replies). We are encountering the same problem as described above (replies do not provide any thread or context), and it has become a pain-point for our customers, with multiple complaints coming in the last few months.
Essentially, a customer sends an email to our support team and the conversation is converted to a ticket. We send an automated reply that acknowledges their request and provides the ticket number (expected with tech support queries). This automated reply via workflow does not thread to the initial customer query. They receive a new email but without context. OK… this is annoying, but we found a manual workaround for this, in which when my team goes to actually respond to the customer, they reply to the INITIAL intake message itself (not just sending a reply via composer).
However, we have multiple workflows set up to send reminder emails to customers if they have not replied after 2, 5 days, with some of these workflows then closing out the ticket/conversation. This is basic functionality to reduce manual repetitive tasks.
However, again, these automated reminder emails are sent separate from the entire email chain/thread, so customers get another random email referencing a ticket number but no context provided with it, as there is no thread. If they reply to this email, it is essentially starting a new email chain. They are very frustrated and from investigating Intercom help docs and talking with Fin, it seems our best option is to make internal reminder workflows to notify a teammate it is time to send a reminder email.
