Hi Intercom team,
We would love to see the ability to insert or override a voice message ad hoc within an existing phone workflow, without having to dismantle, edit, and later restore the workflow itself.
Use case:
There are situations where we need to communicate temporary information to callers, such as:
- Service disruptions or outages
- Planned maintenance
- Seasonal opening hours
- High call volumes
- Temporary operational messages
Today, the only option is often to modify the workflow structure to add or replace a voice message. This can be time-consuming and increases the risk of introducing errors into an otherwise well-functioning flow.
Suggested solution:
Allow administrators to add a temporary voice announcement at a chosen point in an existing workflow, with options such as:
- Enable/disable with a single click
- Start and end date/time
- Priority over the standard message
- Automatic expiration and rollback to the original flow
This would make it much easier to communicate time-sensitive information while keeping the underlying workflow unchanged.
We believe this would be valuable for any team handling customer calls, particularly during service incidents or short-term operational changes.
Thanks for considering this feature!
