Sometimes you’ll want to loop another customer into a conversation, the same way you might CC someone in an email. For example, a customer might need to get their manager’s input on a specific issue, like pricing.

There are two ways you can add or remove participants from a conversation:

Go to the options menu in the conversation header and click Manage participants or use the shortcut ⌘/Ctrl K and search for Manage participants.

Add new participants by searching a name or email from your contacts list.

Remove participants by selecting the remove button next to their name or email address. When a participant is removed from a conversation, they won't see any new replies.

After clicking Update in the modal your changes will take place immediately.

You can also add or remove participants from within the composer. Click into the composer to reveal the names field.

Click on a name to show the address(es) of people you’re sending a message to.

Add new participants by searching a name or email from your contacts list. Or add a new contact email address.

Remove participants either by clicking on their name or using backspace to delete them. When a participant is removed from a conversation that won't see any more replies unless a customer CC's them back into the conversation.

Send the message.

The new participants added by the teammate will be included in the CC field of the email.

If you add a teammates email address to a conversation and they are a member of your workspace, the email will not be sent to them. This function is in place because it's meant to act as an anti-looping functionality.

If you’d like to loop a teammate into a conversation without notifying other participants, we'd recommend mentioning them in a note.

The following behavior relates to when a conversation is taking place on the Messenger between a customer and a teammate, and then more participants are added to the conversation.

The following behavior relates to when a conversation is taking place over email between a customer and a teammate, and then more participants are added to the conversation.

When a customer adds or CCs a new user in their reply, the new user will be added to the conversation as a participant. However, if the customer removes one or more users who received previous replies, the removed users will still appear in the participants list.

All replies from participants will be threaded in the same conversation. The recipients of each reply are displayed in the email headers. So, teammates need to ensure they reply to the correct set of participants.

External participant could be someone who:

All replies (including external replies) will be added into the same conversation thread. When external participants reply, teammates can choose to add them as a participant or ignore them and not change the overall list of participants associated with a conversation.

Once the participant has been added - the reply composer will default to all the participants in the conversation. Teammates can now add or remove participants from here as they would normally.

If you have the Intercom Conversations app, you can easily add a customer to the conversation while you’re on the move.

Tap Actions in the top right hand corner of your screen, then select Add customer and enter the email address of the customer you’d like to add.

You can remove a customer on the mobile app too. Tap Actions in the top right hand corner of your screen, then select the name of the customer you’d like to remove and select Remove customer.

When you receive incoming messages from customers, your company’s support addresses (e.g. support@exampleapp.io) are often included. You’ll need to mark these addresses as company addresses so we know to ignore them, and not show them as participants in the conversation.