Sometimes you’ll want to loop another customer into a conversation, the same way you might CC someone in an email. For example, a customer might need to get their manager’s input on a specific issue, like pricing.
Note: The Messenger can only have 1 user/lead per conversation. When you add participants they'll be part of the conversation by email only.
Add or remove participants
There are two ways you can add or remove participants from a conversation:
In the conversation header
Go to the options menu in the conversation header and click Manage participants or use the shortcut ⌘/Ctrl K and search for Manage participants.
Add new participants by searching a name or email from your contacts list.
Remove participants by selecting the remove button next to their name or email address. When a participant is removed from a conversation that won't see any more replies.
After clicking Update in the modal your changes will take place immediately.
In the composer
You can also add or remove participants from within the composer. Click into the composer to reveal the names field.
Click on a name to show the address(es) of people you’re sending a message to.
Add new participants by searching a name or email from your contacts list.
Remove participants either by clicking on their name or using backspace to delete them. When a participant is removed from a conversation that won't see any more replies unless a customer CC's them back into the conversation.
Send the message.
Note: Adding or removing participants in the composer will only take effect after you send a message.
Tip: You can only add users and leads to the conversation. If you’d like to loop a teammate into a conversation, you’ll need to mention them in a note.
Who gets notified when new participants are added?
When a new customer joins the conversation, we’ll notify the original customer in the Messenger.
When you add or remove a participant, they will not receive any notifications.
For future replies, we’ll let all participants know who's involved in the conversation.
Only the original customer will receive replies in the Messenger. All other participants will receive replies by email only.
Managing external participants
External participants can be defined as conversation participants who were initially not added by you. External participants could be someone who:
Was Bcc’d by a participant and replied.
Is the member of a email group address (e.g. a Google Group) that is involved in an Intercom conversation.
An existing participant replying with alternate email addresses.
All replies (even external replies) will be added into the same conversation thread. When external participants reply, teammates can choose to add them as a participant or ignore them and not change the overall list of participants associated with a conversation.
When teammates have added someone as a participant, the reply will continue being tagged with an option to edit participants.
Once the participant has been added - the reply composer will default to all the participants in the conversation. Teammates can now add or remove participants from here as they would normally.
Note: Admin replies to admin email notifications will be sent to the recipients and sender of the message they are replying to if that message was an email message, and to the participants otherwise.
Tip: You can see and delete conversation history in email conversations before adding new participants.
Add a customer to a conversation on the move
If you have the Intercom Conversations app, you can easily add a customer to the conversation while you’re on the move.
Just tap Actions in the top right hand corner of your screen, then select Add customer and enter the email address of the customer you’d like to add.
Remove company email addresses from group conversations
When you receive incoming messages from customers, your company’s support addresses (e.g. support@exampleapp.io) are often included. You’ll need to mark these addresses as company addresses so we know to ignore them, and not show them as participants in the conversation.
Tip: You can remove a customer on the mobile app too. Just tap Actions in the top right hand corner of your screen, then select the name of the customer you’d like to remove and select Remove customer.
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