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Is there an option to automate forwarding emails from inbox to the external team member email?

  • 5 December 2024
  • 6 replies
  • 51 views

Hi, everyone. I had that in our prev app when I could forward the emails by using a automated workflow but I can’t see similar option in Intercom.

What I need is basically specify the sender’s email addresses and set a rule that emails received from them are forwarded to a specific email address of a person outside Intercom. Is there anything like that anywhere? I couldn’t think of anything and couldn’t find any steps in workflows about it. Maybe I’m missing something? 
Thank you

Best answer by Milan

Hello ​@Arevik Dumikian 

 

Unfortunately, that’s not possible, there’s no workaround within Intercom. 

 

However, there’s a solution if you want to do some coding yourself, and use Intercom API / webhooks. You can set some outside-of-intercom logic that will monitor the conversations you get (via webhooks - check this https://developers.intercom.com/docs/references/webhooks/webhook-models specifically conversation.user.created and based on the sender and channel you can then trigger some email script that will send the content of the message as an email to that outside person. In return you might want to tag this conversation so that you can easily find it. 

 

Hope that helps… 

 

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6 replies

Milan
Expert User ✨
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  • Top Expert
  • 306 replies
  • Answer
  • December 5, 2024

Hello ​@Arevik Dumikian 

 

Unfortunately, that’s not possible, there’s no workaround within Intercom. 

 

However, there’s a solution if you want to do some coding yourself, and use Intercom API / webhooks. You can set some outside-of-intercom logic that will monitor the conversations you get (via webhooks - check this https://developers.intercom.com/docs/references/webhooks/webhook-models specifically conversation.user.created and based on the sender and channel you can then trigger some email script that will send the content of the message as an email to that outside person. In return you might want to tag this conversation so that you can easily find it. 

 

Hope that helps… 

 


  • Author
  • New Participant
  • 4 replies
  • December 5, 2024

Thank you. I will look into it. Can’t believe such a powerful tool doesn’t have this option but ok.


Nur Nahid
Super User ✨
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  • Super User ✨
  • 95 replies
  • December 10, 2024

Unfortunately Intercom doesn’t directly support forwarding emails from specific senders to an external email address


User34
  • New Participant
  • 4 replies
  • January 16, 2025

@Arevik Dumikian I’ve managed to achieve this by using custom actions inside a workflow where when an email or messages comes from a specific person, send a specific email out of intercom to a specific address each time with some variables in the message if needed. 


How can basic chat forward inquiry to specific role, such as sales, part orders, or maintenance service, this would be a build with no AI included.  Does the basic package allow for routing rules in the decision tree?  Could a booker meeting link like Calendly be added to help the chat bot expedite a meeting, or parts or maintenance visit? 

 

 


User34 wrote:

@Arevik Dumikian I’ve managed to achieve this by using custom actions inside a workflow where when an email or messages comes from a specific person, send a specific email out of intercom to a specific address each time with some variables in the message if needed. 

Thank you! I will look into it.


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