Customers see less than teams often assume. Knowing the boundary prevents awkward conversations about detail a customer was never shown.
Customers can see | Internal only |
Their own conversations and tickets in the Message Launcher | Tickets raised by other people at their company |
A simplified version of each ticket state. | The state a teammate actually set, and Tracker tickets covering multiple customers |
Their full chat history, which persists between sessions | Call recordings, transcripts, and internal notes |
Attachments they and the support teammate have shared | Anything shown in yellow in Intercom |
📌 Note: Email conversations do not appear in the Message Launcher. A customer who wants to follow progress needs the query in an in-app conversation or a ticket.