You have likely been directed here because your app is currently awaiting email approval from the team. This is a standard process we do for all apps who have been using our Messages product. For most apps, the review process is completed within one working day.

During review: 

  • We review the messages being sent from your app. We check that you are sending permission based email.
  • We check previous sending performance in terms of open, bounce and spam complaint rates. A healthy app has bounce rates between 0 and 3% and spam complaint rates of approximately 0.02%. If we see poor performance here, your app may get flagged for review.
  • We check the domains where you have installed the Intercom javascript snippet to see if they resolve and are related to the messages you are sending.
  • We observe the quality of the email domains for admins. We don't approve apps where admins are using disposable email addresses. Apps with personal email addresses (Gmail, AOL etc) may also be flagged for lack of available information.

We want to make sure that all messages sent on the Intercom platform are solicited and well received. For more information about what we expect in this regard, please have a look at our Email Sending Guidelines.

If you think there has been a mistake with the email approval process with your app, please get in touch with the team on the Intercom Messenger below.

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