Today, teammates can reply to customer tickets and conversations from their email inbox. We’d like a workspace setting that disables teammate email replies, so teammates must reply only inside Intercom (Inbox). This helps prevent accidental customer-facing replies (for example, when someone thinks they’re adding an internal note) and ensures every response is clearly visible and auditable in one place.
I’m not sure how best to do this today as haven’t been able to find the settings for this, we were able to do this super easily in Zendesk. Thank you!
Answered
Option to disable teammate email replies (force replies through Intercom platform)
Best answer by Aleksei O
Hi
- Intercom Team
Hi
At the moment, Intercom doesn’t have a workspace-level setting to disable teammate replies from their email inbox and force all teammate replies to happen only in the Inbox. The available teammate email notification controls are managed individually by each teammate in their personal notification settings, rather than as a workspace-wide admin setting.
As a workaround, teammates can disable their own email notifications to reduce the chance of replying from email instead of from Intercom.
+5Hi
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