When a customer message is displayed in the Inbox, there will be a small icon indicating the channel the message was sent from. You'll also see channel icons on the user profile "all conversations" page, displayed above the timestamp in each conversation card.

A message sent in the web Messenger will have a Messenger icon. One sent in a mobile app will have an Apple or Android icon. An email will have an envelope, and an SMS message will have a phone icon. Messages sent from a social media platform (WhatsApp, Facebook, Instagram), will have the logo of that platform.

Here’s an example of where to find the channel icon in a message shown in the Inbox:

This feature is called teammate presence. It allows you to see if another teammate is looking at a conversation or ticket. This helps you avoid potentially working on the same conversation or ticket and helps you collaborate with other teammates.

This feature can be turned on/off from Settings > Inbox > Assignments > General under the "Teammates presence" section.

If you need to share a conversation, or keep a record of it, you can easily download its transcript.

To download a conversation transcript from the Inbox:

The conversation transcript will now download as a .txt file.

Your users and leads can also download a conversation transcript while they chat to you or interact with Fin in the Messenger:

Conversation transcripts are only available on desktop in the Messenger.

Your conversation transcript includes:

The conversation transcript file does not include:

Images, attachment, GIFs, articles and apps will be labelled as text in the file, like [GIF] and [Article - article name], for example.

You can't export multiple conversation transcripts from your workspace but you can use our API to do so using our Conversations API.

User is seeing funny characters in their downloaded transcript. It can happen that users on old machines (outdated versions of Mac, Windows or Linux) will download a transcript that has unicode characters (e.g. new emojis) not present in their outdated OS. These characters will shows as random letters/numbers and not what they see in the browser. This is a problem on the user’s end rather than ours and we can’t fix it. Afflicted users need to update their OS (or update their character sets) or view the transcript on another machine. Other people they send the transcript to will not have the same problem, they will see the correct characters (unless they’re on the same outdated OS/machine).

Part of the conversation isn't included in the transcript. If a chunk of the conversation isn't included in the transcript it's likely because the conversation is over the visible comment limit of the transcript, which at the moment is set to 200 lines. If the conversation is over the 200 line limit then the transcript will include the first line of the conversation and then will skip the conversation until it's within the 200 comment line limit.

Yes. To share a link to a specific reply in an Intercom conversation:

The link copies to your clipboard. Share it with a teammate and they'll land directly on that reply.

If a customer belongs to only one company, Intercom automatically links that company to the conversation. However, if a customer is part of multiple companies, currently, there isn't a default method to see which company they were logged in for when they started a conversation in the Messenger.

To track this, you could record the company the customer is logged in for on a custom person attribute, when they are loaded in the Messenger. You would need to edit your Messenger installation to set the value for this attribute.

Then you can use a workflow to add a note to the conversation that references that custom attribute, when a customer starts a conversation in the Messenger.

For example, you could create a custom person attribute called Current Company.

Then create a "Customer sends their first message" workflow that sends on the channels you have your Messenger installed (Web, iOS, and Android), and select the "Add a note" action.

Finally, add the Current Company custom person attribute to the note.

Once live, this workflow will add a note with the name of the company the customer is logged in for when they start a conversation in the Messenger.

You can view the source URL of a conversation by going to the initial message and hovering over the chat icon, as shown in the screenshot below.

View inbound email data and reporting by using the Conversations report and click + Add filter then select a message Channel (email).

Yes, you can view the details of each potential duplicate and their matching attributes from the conversation Details panel in the inbox.

If the conversation is with a lead and the detected duplicate is a user, you can click Merge Lead into User. This will refresh the conversation in the inbox with the details of the newly merged user, so you can see previous conversations etc.

Yes you can merge conversations, check out how it works here.

No, there is no option currently for deleting this via the interface. If it is urgent, please reach out to us in the Messenger.

You can unsend a reply using the undo send delay feature, or delete it after it's been sent.

If the undo send delay permission is enabled for you, a popup appears after sending the message — click Undo before the timer expires to cancel the message. Delay options of 5s, 10s, 20s, or 30s. The feature works in direct messages, channels, and threads.

However replies sent by email cannot be deleted from your user’s email client. If your user doesn’t see your reply in the Messenger within three minutes, an email notification with the conversation will be sent to the user - which you also can’t delete. There is no email recall functionality.

To delete a reply in the Inbox, click the three dots next to the message.

Then select Delete message.

You’ll be asked to confirm your choice. This helps ensure you don’t delete a message by accident.

Your user will now no longer see the message. Here’s how it will appear to them in the Messenger:

Here’s how the deleted message will appear to you in the inbox:

The undo send delay option only appears in the Inbox composer when the Can enable undo send delay permission has been turned on for your account. If you don't see it, ask your workspace admin to enable the permission for you.

Once the permission is enabled, you can set your preferred delay duration (5s, 10s, 20s, or 30s). The option is available in direct messages, channels, and threads.

Yes, you can delete a note on a conversation. To delete a note in the Inbox, click the three dots beside the note and select Delete message. You'll be asked to confirm — this action can't be undone.

Here’s how the deleted note will appear to you in the inbox:

Yes, you can edit notes you've posted on conversations and tickets in the inbox. No need to delete and rewrite — just make your changes inline and save. This feature is only available on web.

How to edit a note:

Edited notes display an "Edited" label. Hovering over this label shows the timestamp of when the note was last updated. Edit note works in both the main conversation stream and the side panel.

Yes, teammates can add emoji reactions to admin notes in conversation threads. Reactions let you communicate lightweight signals — like acknowledgment or agreement — directly on a note, without cluttering the thread with a full reply.

In the Intercom Inbox, hover over any teammate note and click the smiley-face icon in the actions bar (alongside bookmark and copy). Select an emoji from the picker to add it as a reaction below the note.

Each unique emoji reaction appears as a small badge below the note in the Inbox, showing the emoji and a count of how many teammates used it. Hover over a badge to see who reacted — if you reacted, it reads "You reacted" along with the names of other reactors. Your own reactions are visually highlighted so you can easily see which emojis you've added.

In the Intercom Inbox, click an existing reaction badge to toggle your reaction on or off — no need to reopen the picker. You can only remove your own reactions, not those added by other teammates.

Emoji reactions don't count as conversation participation in reporting. Reacting to a note is excluded from teammate attribution metrics, so it won't appear as a participated conversation for the reacting teammate.

Yes, you can delete a note that is on the sidebar of the conversation under "User notes" by clicking on the bin icon, as shown in the screenshot below.

When your customers CC people into a conversation it can cause your company’s support addresses (e.g. support@exampleapp.io) to be included in the conversation as a lead. To prevent this from happening you’ll need to mark these addresses as ‘company addresses’ to let us know to ignore them.

In Settings > Channels > Email > Email settings, you can add as many company addresses as you’d like in the "Ignored addresses" section. Once added, they won’t appear in group conversations.

If someones emails your support address and a teammate at the same time, if the teammate's email address is on the list above, if won't be automatically assigned to them.

To have this assign to the teammate, you would need to set up branching in a Workflow that targets these teammate email addresses.

Your account may be part of a group, alias, or distribution list (managed in your email provider, like Google Workspace or Microsoft 365) that receives emails sent to your support address (e.g. support@examply.io). This is the most common reason for unexpected email delivery when no forwarding is set up and nothing is configured in Intercom.

Yes, when you’re chatting to a customer, you can loop another customer into the conversation.

This is useful if you’re chatting to a customer and they need to get a colleague’s input on a specific issue, like pricing for example.

Simply click next to Reply in the composer and then select the current contact to add another contact as a participant by typing their name or email address.

Learn more about managing group conversations here.

You can also initiate an email conversation with multiple people from the Inbox:

Yes, we've shipped a feature that lets you create an automation Workflow to close conversations when they match certain criteria.

You can only delete conversations in the Inbox if you archive or delete the user attached to the conversation.

To delete a user and their conversations, you can use any of the following methods:

This could have multiple causes, but some common reasons include:

To archive or delete a conversation in the Intercom inbox, you need to archive or delete the user attached to the conversation. Archiving a user acts as a soft delete, meaning all data, including associated conversations, will be archived. So you'll need to restore the user to see their conversations in the inbox again. To restore an archived user, add them back via a CSV import or the Intercom REST API — or wait for the contact to reach out again, which automatically restores their profile and all associated conversations.

For workspaces with Fin AI Agent enabled, you can mark email conversations as spam directly from the conversation header in the All inbox. A dedicated Spam view under Fin AI Agent in the left nav shows all Fin-flagged conversations — teammates can review Fin's reasoning and mark messages as Not spam if they've been incorrectly flagged.

If you don't use Fin AI Agent, you can create a Workflow to identify spam and automatically close conversations:

If genuine emails are being caught by the spam filter, you can check the Spam folder in the inbox and mark any legitimate messages as "Not Spam". The spam filter checks for hidden links, malware, phishing, and sender authentication, but it may occasionally flag genuine emails incorrectly.

When a conversation is marked as spam, here's what happens:

You can manage email notifications in Settings > Channels > Email > Email settings under the “Email notifications” section:

Issue:
When a website form sends an email to Intercom, the conversations are being assigned to a technical email instead of the user’s email, even though the reply-to is set correctly.

Explanation:
Intercom determines the sender of an email based on the ‘From:’ field, not the ‘Reply-To’ field. In some cases—such as contact forms—the sender may be changed to the forwarding account rather than the original user who submitted the form.

For website contact forms:

For email forwarding from a Gmail account:

Following these best practices should resolve the issue and ensure conversations are assigned to the correct inbox.

If you're forwarding emails from a Gmail account, it's important to note that we strongly discourage the use of Google Groups for email forwarding due to issues with sender identification and email threading in Intercom. For a detailed explanation of why Google Groups are not recommended and step-by-step instructions for Google Workspace Routing, please refer to our article on Automatically forward emails to the Inbox.

The differences between the webhook events are as follows:

To set up webhooks for creating and deleting conversations in Intercom, use the following events:

Subscribe to the conversation.admin.closed topic to receive notifications whenever a conversation is closed — regardless of who or what triggered the closure.

This topic covers all closure scenarios:

The Intercom API has the following capabilities and limitations for managing conversation ratings:

There are two separate rating fields in the Intercom API, and they track different things:

A common scenario that causes null values:

Yes, you can associate a company with a specific conversation. If you have customers who are connected to multiple companies, this feature helps your team understand which company the conversation is about. This is especially helpful for organizing conversations and ensuring everyone on your team has the right context.

To associate a company to a conversation, go to the conversation you want to update. On the right-hand sidebar, look for the Conversation attributes section and click on the Company field. A dropdown list of all companies associated with the user will appear. You can select the correct company from the list or start typing its name to search for a specific company. Once you've chosen a company, the conversation will be linked to it. For users with only one company, this field will be pre-filled automatically.

Yes. However, to save you time, if a customer belongs to only one company, that company is automatically associated with the new conversation upon creation.

If the customer belongs to multiple companies (or no company), no automatic association is applied. In this instance, you can manually set the company from the Details section in the right-hand sidebar.

If a user is no longer associated with a company, that company won't be an option in the dropdown for new conversation assignments. However, it will remain linked to any existing conversations it was previously assigned to.

There isn’t a specific attribute in the REST API’s Conversation Object that explicitly tells you how a conversation was assigned to a teammate. However, by exploring the object’s conversation_part attribute there should be enough information there to figure it out.

Below is a list of ways that a conversation might be assigned and how you can identify that assignment method via the REST API:

No. Conversations created via the API are not eligible for bot inbox assignment. This limitation applies to all customers using API integrations to create conversations.

A red exclamation mark error typically appears in messages when the sender has configured their Reply-To address in their email settings to be different from their From address.

This is an email header used by the sender to specify which email address should receive replies. This issue is due to a setting on the end-user's side and cannot be changed within Intercom.

Intercom uses the From field of an email to identify the sender, but sometimes, with contact forms or some email forwarding configurations, the sender may be changed to the account doing the forwarding, instead of the original sender.

However, it also serves as a bit of a catch-all "errors and issues" notification to warn you of potential bad actors. For example, is an email is not verified, or if it was forwarded several times before reaching your Inbox.

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So this is not necessarily an indicator that the end-user is a bad actor, just that the risk score applied was higher than our threshold for a completely legitimate email.

Links in inbound emails will show tooltips on hover:

Linked images in inbound emails will show tooltips and orange overlay that disappears on hover:

First, try clearing cache/cookies, using an incognito window, or trying a different device/network. If the issue persists, it might be related to Content Security Policy (CSP). Send a recording of trying to copy and paste, along with the console errors that show. Alternatively, you can provide a support agent with access to your website as an end user to test the issue on their end.

Here's what you need to know:

Messages in the Messenger are normalized to ensure the most consistent experience for customers across all channels. While you can add indents using Tab, or simply adding multiples spaces in your message in the Composer, they'll be removed once sent to the customer.

Instead, you can try using line breaks or lists to emphasise parts of your message.