It’s easy to send messages in Intercom from your own email address. We recommend using your own domain to improve the personalization and deliverability of your emails.
Your outbound email address will appear as your "from" address when your customers receive an email in their inbox.
Note: You'll need to set up, verify and authenticate custom domains & addresses to send outbound email from your own address.
How to change the "from" address in outbound emails
Once you've set up, verified and authenticated custom domains & addresses, you can then let teammates use these addresses to send outbound messages and campaigns to support and connect with your customers in context.
Go to Settings > Email > Domains & addresses and click Edit next to the email address you want to use for outbound email. You can use:
The email address you signed up to Intercom with, or
A custom email address (if you’re using a shared email address like support@examply.com). You must have the "Can send outbound emails from custom addresses" permission enabled to send emails from a custom address.
Then enable "Let teammates use this address as the 'From' address for outbound emails".
Choose which display name to use when sending messages from this email address.
If you're using multiple brands on your workspace, select the brand you want to associate with this email address.
Done! Your settings have been automatically saved and you’ll now be able to choose this address when creating an email from Outbound, or creating a new email conversation from the Inbox.
How to change the default "reply to" address in outbound emails
The next step is to choose the default reply address for outbound emails, group conversations, forwards and notification emails.
Go to Settings > Email > Email settings and scroll down to "Reply addresses".
You can choose to use:
Workspace email address: This is the default reply address given to your Intercom workspace. We recommend using your own domain to improve the personalization and deliverability of your emails.
Teammate address: Your teammates' email addresses will be used to contact customers. to protect their personal addresses, you should use the Inbound address option.
Inbound address: If a customer emails you at support@examply.com, your replies will also come from support@examply.com. This option is required to use Fin over email.
If you select Inbound address, you'll then need to specify the default email address you want to use, or choose a default address per brand.
Note: Both your domain and email address need to be authenticated before you can select this as the reply address.
How to change the "reply to" address in one-off emails
If you’re sending a once-off email to a small group VIP customers, for example, you might want to receive their replies directly in your inbox. You can do this by changing the "Assign replies to" address of your outbound email.
First, choose your teammate address as the "From" address.
Note: You can only change the "Assign replies to" address if you use an authenticated teammate address as your "From" address.
Then, you can select "Assign replies to" your teammate address.
Now, replies to your email will go to that email address only. 👌
Need more help? Get support from our Community Forum
Find answers and get help from Intercom Support and Community Experts