Side Conversations reach the recipient as an email, so give them the formality you would give any external message. Customers cannot see the content of a Side Conversation, which makes them the right route for supplier, partner, and vendor questions.
Start a Side Conversation
To contact a third party, start from the ticket you are working in.
Open the Customer or Tracker ticket, then click the plus icon next to Side conversations in Links.
Enter the third party email address in the To field.
Provide a subject line for the conversation.
Enter your message, then select Send.
⚠️ Important: You cannot send a Side Conversation to anyone who is a user in Intercom. Mention them (using @) in an internal note on the ticket instead.