This answer comes from the Intercom Community forum. 👌

The issue we face is that we have people contact us while logged out and they enter a different email address to the one they log in with and it creates a lead profile. Or the send us an email from a different email address. It creates them as a lead.

We can have some users with 4 different email addresses, but they're the same person representing different brands. We treat them as 1 user in our platform also.

Is there any roadmap for being able to add multiple email addresses to a contact?

Roy says: The main idea why Intercom uses a single email address, is to avoid sending duplicate messages

On the other hand, your point when customers send an e-mail and it becomes a lead makes the case a little bit different. What if customers really have 2-3 addresses and when they send an e-mail you want to identify them to quickly provide support?

It's something that Intercom should work on.

In my opinion, there should be a primary e-mail address and additional addresses. Outgoing e-mails should be sent to the primary address but Incoming emails should be linked to the same customer.

Hope someone from Intercom will see this feedback.

Read the whole thread and add your feedback here in Intercom Community.