💻 Environment/Context
- Intercom
- Email notification
- Support chat
❓ Issue/Question
- Is it possible to not receive a mail for each chat message on here?
- While a support conversation is open, the user receive an email notification for each chat message, which can add up to several emails during a single conversation. Is it possible to stop receiving one email per message?
👌 Resolution/Answer
-
How the notifications work:
- When Support replies in the chat, a notification email is sent only if the user hasn't seen the reply in the Messenger after roughly 3 minutes.
- Replies that arrive close together are grouped into a single email.
- A long back-and-forth conversation can still produce several emails, because each unread stretch triggers its own notification.
🥚 Cause
- This happens because Intercom sends email notifications for conversation replies when the customer hasn’t seen the message in the Messenger after about 3 minutes. That delay isn’t configurable.
🔖 Notes
-
To reduce the number of emails you receive:
- Keep the Messenger open while the conversation is active, and read replies there. A reply you've already seen in the chat won't be emailed to you.
- If you prefer to work by email, you can reply directly to the notification email — your answer goes back into the same conversation, and you don't need to return to the Messenger.