Contentless notifications
By default, when Intercom sends email notifications to your users or leads, it includes a summary of the conversation so far, and the recipient can reply directly to continue the conversation.
To exclude this conversation content from notifications and keep the conversation in the Messenger, go to Settings > Workspace > Security > Data Security Settings, and uncheck the box for "Allow conversations to continue over email" then scroll down and click Save.
Group conversations will not be supported with content if this setting is disabled, which means your customers cannot add people to conversations by CC'ing them in an email, and your team cannot add additional participants to a conversation from the Help Desk.
Important: If the email notification is sent because of user/lead inactivity from a conversation started from the Messenger, then it will only include the messages they haven't seen, not the full conversation history.
Allow conversations to continue over email disabled
If the conversation was started in the Messenger on web, the email notification will link to the webpage with the Messenger installed.
If the recipient has never visited a page in your site or web app that has Messenger installed on it, such as if a user has only interacted with you via your mobile app, then an email notification will not be sent. In these cases, we recommend that you enable Intercom push notifications in your app.
Turn off email notifications
To turn off email notifications completely you can use the option below in Settings > Channels > Email > Customisation > Email notifications:
Conversation history controls
You can decide whether conversation history is shown in emails that you send through Intercom. Removing conversation history means that only the message itself is shown to participants, and no previous conversation history is carried over when you send an email.
To do this, go to Settings > Channels > Email > Customisation. From there, enable the option to "Include conversation history in replies".
Remove conversation history enabled
Your emails will have no history attached, as follows:
Remove conversation history disabled
Your emails will contain any previous conversation history, as follows:
Help Desk experience
When conversation history from message threads is enabled or turned on, teammates will be able to see the conversation history from the Help Desk by clicking on the 3 dots button and choose whether to delete it when adding participants or sending an email reply.
Teammates can delete this conversation history from the composer by clicking on the history and then selecting Delete.
Note:
Conversation history is not available on chat conversations or for chat conversations that are moved to email channel.
If the setting for conversation history is set to allow history to be included, context and history will be sent to all participants in a group conversation unless it is explicitly deleted by the teammate before they send their reply.
Conversation history in conversations started after July 12, 2023 is generated based on the last message and its history (instead of all the messages in the conversation).
Replies via the API and admin replies to admin email notifications will not have conversation history (even if it is enabled).
This removes the conversation history from the thread entirely, rather than just hiding it.
Reply to specific email messages
You can choose to reply to a specific response in an email thread which can be really helpful as recipients can quickly identify which part of the conversation the response pertains to as it carries contextual history.
You do can do this by hovering over the message you wish to reply to and click the reply to message option:
You can also access this option by clicking on the 3 dots or via the ⌘ K / Ctrl K menu.
Once you click on the above option, the composer opens with the recipients based on the chosen message and the contextual history (if conversation history is enabled).
When the response is sent, the recipients are altered to only include the user whom you are replying to and the newest message is added to the bottom of the thread in the right chronological order and the right contextual history.
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