If a customer contacts you through a custom email address you've set up, e.g. support@examply.com, your teammate replies can automatically come from support@examply.com when you set your reply address to match the inbound address.

Additionally, it's worth noting the distinction between the From address (the sender visible to recipients) and the Reply-To address. While emails may display the teammate's address as the 'From' field, replies are often routed back into Intercom for seamless tracking. This ensures consistent engagement with customers.

Get started

In order for this work, you must have:

Once you've done the steps above, go to Settings > Email > Email settings.

Scroll down to “Reply addresses” and select the Teammate replies from tab. Then select Inbound address to send replies from the same address inbound emails are sent to.

Note: The reply settings screen shows the sending address that will be used for your workspace, so you can confirm at a glance which branded address a reply resolves to before making changes.

For instance, replies will be displayed as: "Teammate name from Company name <inbound email address>," making it clear for recipients who is responding.

When composing a reply in the Inbox, a preview of the resolved "From" address is shown before you send. This lets you confirm which address the reply will come from. The preview is read-only — it reflects the configured sending address and can't be changed from the composer.

Then set a default email address and select the verified custom address customers contact you through, e.g. support@examply.com, or choose a default address per brand.

Note:

This email address must be verified and domain authenticated before it can be selected.
When you turn this setting on, teammate replies will be sent from the inbound address selected, however it will also show the teammates name. It will appear as "Teammate name from Company name <inbound email address>".

If you encounter frequent mismatches or warnings such as "The reply to email address is not the same as the From email address," verify that your configuration aligns with routing settings. This is particularly common in automated systems.

FAQs

Why do some replies create new conversations instead of threading?

This happens when email headers used for threading are stripped by the customer's email client. Encourage customers to use Intercom Messenger to avoid threading issues.

What should I do if replies are missing due to incorrect reply-to addresses?

Ensure customers reply to the unique reply-to address associated with the conversation.

Why are replies sent to personal inboxes instead of Intercom?

This happens if users reply directly to your email address instead of the Intercom reply-to address. Educate users on replying correctly to ensure messages are captured in Intercom.

Why are replies missing due to contact form forwarding?

Forwarding systems may replace the original sender's address with the forwarding account's address, causing replies to route incorrectly. Use Intercom’s REST API for contact form submissions or configure email forwarding to preserve the original sender's address.

Why don’t BCC Workflow rules work for inbound emails?

BCC-based workflow rules in Intercom only work for emails sent by teammates from Intercom, not for inbound emails. This is because inbound BCC headers are stripped before reaching Intercom, so that data isn’t available.

Why replies to emails are not tracked in Intercom?

Replies to emails might not be tracked if custom reply-to addresses are used without proper configuration. Sending replies directly to Intercom ensures seamless tracking of clicks and replies.

How do I handle warning messages about custom email addresses?

If you see the warning "Replies sent to a custom email address won't get routed into your Intercom inbox," ensure email forwarding is correctly configured. Even if properly set, the warning might persist as it is system-generated.

What does the forwarding warning in the Inbox composer mean?

When composing a reply, you may see an orange warning banner if Intercom detects the sending address has a forwarding issue. There are two variants:

"Replies to [email address] won't reach your inbox, because it isn't set up to forward incoming mail back to Intercom. Set up forwarding"

The address is capable of receiving mail, but email forwarding hasn't been configured to route inbound messages back to Intercom. Follow the "Set up forwarding" link in the warning, or go to Settings > Email > Email settings to configure forwarding for that address.

"Replies to [email address] won't reach your inbox, because it can only send mail, not receive it."

The address is configured as send-only and can't receive inbound mail. If you need customers to be able to reply, switch to an address that supports both sending and receiving, or set up a separate inbound address with forwarding.

What is the "From" address when a conversation starts in Messenger first, then goes to email?

The "From" address will be the default reply address selected in Settings > Email > Email settings.

Where will email notifications come from?

Email notifications are sent from the default reply address selected in Settings > Email > Email settings.

What is the "From" address when teammates start a new conversation?

By default, for 1:1 conversations sent from the Inbox - it is the default reply address selected in Settings > Email > Email settings. For mass outbound conversations, it is the address the teammate signed up with. However, teammates can still choose from any of the verified custom addresses set up from the sender address dropdown while composing an outbound email.

How can I manage automated messages and sender names?

For automated messages, such as feedback surveys or transactional emails, you can use a default shared support address ensuring responses land in shared inboxes. Adjust these configurations under Settings > Channels > Email.

How do I ensure customer recognition via Reply-To settings?

When inbound emails originate from generic addresses like reservations@domain.com, mark these as 'company addresses' in forwarding settings to avoid misidentification. Additionally, utilizing advanced Gmail routing or APIs can enhance communication accuracy.

What should I do if I need to reply using a different email address?

Intercom requires replies in ongoing conversations to use the inbound address. To use a different reply address, create a new outbound conversation starting with your desired email.

How can I address warnings about Reply-To and From address mismatches?

Warnings like the red exclamation mark for address mismatch signify configuration variances. Align settings to reduce these, or proceed confidently if emails are correctly routed.

Why are there no sent email logs in my email client when using the inbound address?

When using the inbound address as your reply address, no sent email logs will appear in your email client. This is because Intercom's infrastructure handles the send — only the From and Reply-To headers are modified to display the inbound address. The email itself is still sent through Intercom, not your email client.

If an email reply fails to deliver — for example, due to a bounce or another delivery error — an error note will appear in the conversation thread. For help troubleshooting, refer to common delivery errors or reach out to our support team.

💡Tip

Need more help? Get support from our Community Forum
Find answers and get help from Intercom Support and Community Experts

Send replies from the address inbound emails are sent to