If you want customers to be able to contact you via email (e.g., firstname.lastname@example.org) you can automatically forward your emails to Intercom. This will let you handle all support requests from your team inbox.
1. Copy your inbound email address
Each app has a unique incoming email address, this is found in Settings > Outbound > Email forwarding.
You can also automatically forward email to an individual team member. To do this, copy the unique email address listed on their user profile as shown below.
When emails are forwarded to these addresses we will try and match the sender to a user in your app based on their email address.
2. Set up forwarding in your email client
After copying your inbound email address, open your email client and follow the steps to begin forwarding your emails to it. Find the guides for some common clients here:
You will then receive a verification email from your email client in Intercom, where you can confirm you have received it.
Example: If you're using Gmail, the verification for the forwarding address will be sent to Intercom from your Gmail inbox.
- 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.
- Some email clients refer to these settings as "redirection" not "forwarding".
- Intercom has built-in spam filtering in addition to that provided by your email client. If you’re missing messages that you think have been incorrectly filtered, you can check for them in Settings > Spam.
- Intercom has a 20MB limit on incoming email content. Any email larger than 20MB will be rejected. - This limit includes attachments.
Can I forward emails with Google Groups?
We advise against using Google Groups for forwarding, as it will rewrite the sender to "[Teammate name] via [Google Group name]" due to Google's DMARC policies.
You may also see your forwarding address as the "From" address with the original customer as the "Reply To" address.
A better option for forwarding to Intercom would be to use Google’s routing options.
🚨Important note regarding BCCs:
If you forward emails to Intercom with customers added as BCC and any of those BCC'd recipients reply to the email, a new conversation will be created in Intercom, with a note linking to the original thread:
Clicking the link in the note, will open the related conversation in the same window so you can see them side by side, and take action directly:
The same note will be added if an email from an Intercom conversation is forwarded to another customer, and they reply. This ensures no one is added to a conversation they are not intended to be a part of. The only people added as participants in an email conversation are the original sender, and any CC’d users.
When this happens, all the subsequent interactions with the new participant will be contained in this separate conversation in Intercom.
Note: If you BCC a teammate’s email address, or loop them in via a forwarded email, they will be added to the original conversation.
Want to know more?
Learn more about the ways customers can contact you via Intercom.