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.
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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.
For instance, replies will be displayed as: "Teammate name from Company name <inbound email address>," making it clear for recipients who is responding.
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 namefromCompany 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 don’t BCC Workflow rules work for inbound emails?
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?
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?
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 is the "From" address when a conversation starts in Messenger first, then goes to email?
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?
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?
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?
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?
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?
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?
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.
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