When working from an Intercom conversation, attachments are visible in the thread, but there is no easy way to reuse them in another workflow without manually downloading and uploading them again.
This creates unnecessary friction, especially when support teams want to:
- forward an attachment externally
- attach the same file to another tool or workflow
- reuse customer screenshots from a conversation without manual copy/paste work
Expected behavior:
Intercom should allow agents to directly reuse existing conversation attachments, for example by:
- forwarding them with the conversation
- exposing a stable “reuse attachment” action
- making it easier to pass them into integrations or follow-up workflows without re-uploading
Current behavior:
Agents must manually download the file from the conversation and upload it again somewhere else.
Why this matters:
This costs time, breaks flow, and is especially annoying when handling lots of screenshots and customer-provided files.