Kolleno

If you're unsure why a specific email appears on a customer's timeline, you can easily find out:

Locate the inbound email on the timeline.

1. Locate the inbound email on the timeline.
2. Click on the sub-menu (<b>"..."</b>).
3. Select <b>"Reason assigned"</b>.

This will provide an explanation of why the email is included on the timeline.

Please note this feature only works for emails received after December 4th, 2024.

Find out the history of why an email received is present on a Customer timeline.

Understand the Reason an Email was Assigned to a Customer

Find answers and get help from Intercom Support and Community Experts

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