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, and uncheck the toggle for "Include conversation content in notification replies" then click Save in the top-right.
Note:
This setting removes the conversation history from email notifications, but the notification will still include the current message from your teammate. If you need to exclude all message content from email notifications for privacy or compliance reasons, contact Intercom support to discuss additional options.
Group conversations will not be supported with content if this setting is disabled, which means your customers cannot add people to conversations by CCing them in an email, and your team cannot add additional participants to a conversation from the Inbox.
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 email notifications may not include a working link back to the Messenger. In these cases, we recommend that you enable Intercom push notifications in your app.
How the 'Open in Messenger' link works
When "Allow conversations to continue over email" is disabled, the email notification includes a link that directs customers back to the Messenger to continue their conversation.
How this link behaves depends on where the conversation started:
Started in mobile app: If the customer opens the email on the same mobile device where they started the conversation, the link will open the Messenger within your mobile app (requires the Intercom SDK to be properly installed).
Started in web browser: The link will open the Messenger in a browser, regardless of whether the customer opens the email on mobile or desktop.
Customers cannot reply directly to the email and must use the link to return to the Messenger to continue the conversation.
Note: If your workspace has the "Reply in Messenger" email notification link enabled, customers who started conversations in your mobile app will receive email notifications with a link that opens the conversation directly in the Messenger within your mobile app. If they started the conversation in a browser, the link will open the Messenger in their browser.
Turn off email notifications
To turn off email notifications completely you can use the options in Settings > Channels > Email > Email settings.
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 > Email settings. From there, enable the option to "Include conversation history in replies".
Disable conversation history in replies
Your emails will have no history attached, as follows:
Include conversation history in replies
Your emails will contain any previous conversation history, as follows:
Inbox experience
When conversation history from message threads is enabled or turned on, teammates will be able to see the conversation history from the Inbox 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.
Notes:
Teammates with Lite Seats cannot see email history and so they won't see the three dots button. They can only see current email content. This is an intentional part of Lite seat restrictions.
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.
We don't include conversation history in bot replies for security reasons.
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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