Customers' agents or teammates interact with end-users over intercom inbox to resolve problems. Customers want a generic email address to send replies from and receive replies to. They want an increased control over the 'from' and 'reply to' addresses end-users receive and interact with. Based on feedback and usage, email is the most important channel for support teams today and is the most frequent piece of feedback, accounting for almost a quarter of email feedback.


After initial impressions, we set up detailed calls and spoke to our customers, and consolidated feedback. We learned that trust and teammate security matter the most and prioritized it as a principle that will guide us towards the solution. We wrote down core use cases based on our metrics and I chalked out a few options that can help solve the problem. As a team, we collaboratively tried to gauge the effectiveness of the options proposed based on experience for teammates and end-users, engineering effort, urgency, and impact. We zeroed down on two proposals and ran several rounds of prototyping, testing and analyzing, with our customers. This iterative approach helped us shape a simple and quick solution.


We chalked out a solution where in case of inbound messages or emails, teammates will always reply from the same address the end-user has addressed the email or message to. Hence, if an email is is sent to, with this solution - end-users will receive replies from, with a condition that the said address and domain is verified and authenticated as a custom address.

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Support managers will now have the option to select map replies to inbound email addresses and select as the default fallback address. The solution has no visual changes on the teammate's side of the experience. However, the support manager will see the following option under the default sender address radio button. 


The feature is now live and you can read more details about it here.

More problem briefs to follow. This project is currently work in progress. For more details, please get in touch with me.