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Unassigned calls unable to pick-up

  • August 21, 2026
  • 3 replies
  • 150 views
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We've had multiple instances now that calls come in (get added to a team) but no-one can pick-up the call.
 

Is configured, and we see a button in the conversation, but when we click on it nothing happens. 

Has anyone else experience this?

Best answer by Dara K

Hey ​@NickvanVliet ,

Sorry you’ve run into this. The Answer button should allow an available teammate to pick up the call, so if clicking it does nothing, that isn’t expected.

Could you check that the teammates receiving the calls:

  • are members of the team the call is assigned to,
  • are set to Active with their availability set to Phone or All, and
  • have the web Inbox open in a browser tab

If those settings look correct, could you send us one or two affected conversation links, along with the approximate time the calls came in and the teammates who tried to answer? We can then check whether the call was assigned correctly or whether there was an issue with the answer action itself.

In the meantime, please also try refreshing the web Inbox and testing from another browser tab.

    3 replies

    Intercom Team
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    • Dara KIntercom Team
    • Intercom Team
    • Answer
    • August 28, 2026

    Hey ​@NickvanVliet ,

    Sorry you’ve run into this. The Answer button should allow an available teammate to pick up the call, so if clicking it does nothing, that isn’t expected.

    Could you check that the teammates receiving the calls:

    • are members of the team the call is assigned to,
    • are set to Active with their availability set to Phone or All, and
    • have the web Inbox open in a browser tab

    If those settings look correct, could you send us one or two affected conversation links, along with the approximate time the calls came in and the teammates who tried to answer? We can then check whether the call was assigned correctly or whether there was an issue with the answer action itself.

    In the meantime, please also try refreshing the web Inbox and testing from another browser tab.

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      • NickvanVliet
      • Author
      • Connector
      • September 3, 2026

      Hi Dara, we checked this and did another test by ourselves and we are still facing the same issue.

      We checked the points you mentioned, but none of these resolve the problem.


      I've emailed Paul the two links to calls we made today so maybe you can check if something is going wrong in the backend.

      Intercom Team
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      Hi ​@NickvanVliet, just to add here the tab that has the Inbox app open must be in focus when a call is made. If you are on another tab for longer then 2 minutes then it will mark you as not available for the call. I hope Paul was able to get to the bottom of this for you.

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