Problem:
When Intercom's built-in duplicate-conversation detection identifies that a customer has another conversation with recent activity, it writes a system-generated internal note on the conversation. This signal is currently a dead end for automation and triage:
- Workflows can't react to it. The only workflow trigger that fires on notes is "Teammate adds a note," which explicitly only fires on notes added by a human teammate — not system-generated ones. There is no trigger for "system note added" or "duplicate conversation detected."
- Inbox Views can't filter on it. Custom views support filters like tag, team, SLA, channel, and conversation data attributes — but not note content, and there is no corresponding conversation attribute capturing "has a potential duplicate" that a view could filter on instead.
Impact:
Teams that want to proactively queue up likely-duplicate conversations for merging have no way to build that queue. The only option today is manually tagging conversations by hand after spotting the note — a time-consuming diversion that defeats the purpose of the detection feature.
Request:
Expose the duplicate-conversation detection result as a first-class, filterable signal — either:
1. A conversation attribute (e.g. `has_potential_duplicate_conversation`) that Inbox Views can filter on directly, or
2. A workflow trigger (e.g. "Duplicate conversation detected") so teams can auto-tag or auto-route these conversations into a dedicated merge queue.