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Intercom's workspace review process

How our workspace review process works for the Messages product

Damon Foster avatar
Written by Damon Foster
Updated over a week ago

You have likely been directed here because your workspace is currently awaiting email approval from the Intercom team. This is a standard process we do for new senders. While waiting for approval, you will not be able to invite new teammates to your workspace or send outbound emails to your users.

For most senders, the review process is completed in one to two working days.

Important: If the review process for your workspace takes longer than two days, please reach out to our team via the Messenger and they will assist in the review.

What do we look for? 

We want to make sure that all messages sent on the Intercom platform follow our email sending guidelines.

  • We review your recent messages to check that email is only sent to users who have given permission.

  • We check the open, bounce and spam complaint rates of your recent messages. A healthy sender has bounce rates between 0 and 3% and spam complaint rates of approximately 0.02%. If we see poor performance here, your workspace may get flagged for review. If you have failed the review process due to your email sending stats, you can find an overview of the issues across all your emails in the email deliverability report.

  • We observe the websites where the Intercom javascript snippet is installed to see if they render and that your messages are related to it in some way. 

  • We look at the email addresses for your teammates. Workspaces where admins use disposable email addresses (Mailinator etc) or personal email addresses (Gmail, AOL etc) may also be flagged for lack of available information.

  • We send a HEAD request to all links included in outbound emails to check them with Google Safe Browsing and ensure that they are not malicious. If you have one time use links included in your messages, make sure that they return early when receiving HEAD requests and only expire on GET requests. That way, our safeguards will not impact any functionality. 👍

If you wish to speak to a member of the team about the review process for your workspace, get in touch on the Messenger below.


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