If you want customers to be able to contact you via email (e.g., help@yourapp.com) you can automatically forward your emails to Intercom. This will let you handle all support requests from your team inbox. 

Each app has a unique incoming email address, this is found in Settings > Inbound email addresses. When emails arrive to that address we will try and match the sender to a user in your app based on the sender's email address. If you're using Gmail, the verification for the forwarding address will be sent to Intercom from your Gmail inbox.

You can also automatically forward email to an individual team member. To do this, forward messages to the unique email address listed on their user profile as shown below.

Note: It's also possible to set this up from your setup guide (on the lower left-hand side of your screen). 

Important notes:

  • It's not possible to forward email by just adding your email address to an email group. You need to explicitly forward that email to Intercom.
  • When you forward your email into Intercom, every member of your team will be able to see any emails sent to you. As a result, if you have private emails you don't want visible in Intercom it's not advisable to forward emails from your personal address.
  • If you add a company address as a forwarding address, you'll need to mark it as a company address. This will stop it getting added to conversations and causing email loops.

Want to know more?

Learn more about the ways customers can contact you via Intercom.

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