CONTEXT
Just had a 2 hour conversation with Fin AI that was confusing and it ended with me being told the metric I am using is a Legacy metric, which is why it is not matching with the Intercom-native reports I am seeing.
Intercom currently has two Elasticsearch pipelines: a newer one used by current reporting charts and a legacy pipeline used by older charts.
Because of this, some metrics in the reporting UI (for example “Conversation created at”) come from the legacy pipeline but are not clearly labeled as such. This makes it easy for users to select them without realizing they may not be the current source of truth.
SUGGESTION
Add a visible “Legacy” badge to these metrics. It would help customers quickly distinguish them from the newer reporting metrics and avoid confusion during the reporting transition.
