Intercom
Email to Intercom,
the easy way
ForwardThis is the simple tool that connects your email to Intercom. Forward any email along with some simple instructions, and it’s handled. Nothing to download, nothing to set up. Works with dozens of your other apps too.
Setup in 30 seconds.
How it works
Connect Intercom
Create a free account and connect Intercom. It takes about 30 seconds, and you only do it once.
Forward an email
Forward any email to your ForwardThis address along with your instructions. One email can ask for several things at once.
Done.
ForwardThis replies when it's done, with a short summary and links to what it made - and an undo button if something doesn't look right.
Just forward it
to do@forwardthis.io
Fwd: Export keeps failing on the big projects
Add Marta as a contact and open a ticket about the failing export.
---------- Forwarded message ----------
Anything over about 400 files and the export just stops. It's fine on the smaller ones. We're on the Growth plan if that matters.
Added contact Marta Whyte
marta@kestreldesign.co.uk
Opened ticket for Marta Whyte
Export keeps failing on the big projects
Undo available for 24 hours if something does not look right.
Some other examples
- “Reply in Marta's conversation to say the fix ships on Thursday.”
- “Snooze this conversation until Monday, assign it to Ravi and tag it billing.”
- “Add an internal note on Marta's contact with her account number.”
Everything ForwardThis can do in Intercom
Create contact
Add a contact
Update contact
Update a contact's details
Look up a contact
Look up a contact
Add note
Add an internal note to a conversation, ticket or contact
Look up records
Look up conversations, tickets or companies
Read a record
Read a conversation or a ticket in full
Search messages
Read the messages in a conversation or ticket
Update CRM record
Close, reopen, assign or retitle a conversation, ticket or company
Change tags
Tag a conversation or a contact
Add CRM record
Add a company or a ticket
Link records
Attach a contact to a company
Delete record
Archive a contact
Merge duplicate records
Merge a lead into a contact
Find pages
Search help centre articles
Send message
Reply in a conversation or a ticket, or start a new one
Try it with a real email.
Forward any work email to the address below and see what ForwardThis can do. No signup required.
Occasional product emails may follow.
Why you need ForwardThis
Email is messy, every message asking for something different. It means constantly leaving your inbox and juggling tabs. ForwardThis skips all of that: forward an email along with some simple instructions, and it’s handled. Compatible with every email provider, and it works across the apps you’re already using.
Questions
- How do I send an email to Intercom?
- Forward the email to your ForwardThis address with a line saying what you want, like "add Marta as a contact and open a ticket about the failing export". ForwardThis creates the records, fills in what it can read from the email, and replies to confirm with links. The first time, you'll need a free account with Intercom connected, which takes about 30 seconds - that's the entire Intercom email integration.
- Can I forward an email to Intercom to start a conversation with a customer?
- Yes, as long as they're already a contact in your workspace. Say who it goes to and what it should say, and ForwardThis opens a new conversation and emails them, after showing you the message for a quick OK. It will not message a stranger: someone who isn't in your workspace yet has to be added as a contact first, which you can ask for in the same email.
- Can it tag a conversation or add a note instead of messaging the customer?
- Yes, and most of the time that's what you want. An internal note is visible to your teammates and never to the customer. Tags have to be ones your workspace already uses; ForwardThis won't invent a new tag from an email, it tells you the tag doesn't exist instead. It can also close, reopen, snooze or assign a conversation, none of which sends the customer anything.
- What if it gets something wrong?
- Undo works for 24 hours on contacts, tags, snoozes, assignments and company links, and it refuses to undo if someone on your team has already changed the same thing. Notes and replies are the exception: Intercom has no way to delete either, so a reply is shown to you before it goes and a note stays once it's added. Removing a contact archives them, so their conversation history is still there and unarchiving puts them back.
- How is this different from Intercom's own email forwarding address?
- Intercom gives you an address you can forward a customer's email to, and it appears as a conversation from that customer. That's useful, and it's all it does. When you want to forward email to Intercom and have it also create the contact, open the ticket, tag it and note what the customer is on, plus raise the bug in your engineering tracker, that's this.