Currently, images uploaded within Intercom Messenger conversations only have a 30-minute signed URL lifetime. After 30 minutes, the image links return 404 errors and show "Image unavailable".
This creates two critical business pain points for our support team:
- Quality audit / QA review: Our team performs conversation quality checks on the next working day. When we revisit past tickets, all embedded screenshots are broken, and we cannot review the full context of the conversation.
- Customer returning to the conversation: If customers come back to the same ticket days later, they also cannot view the screenshots shared earlier by our support agents.
We understand this short expiry is a security measure. However, 30 minutes is too short for support workflow. We would like to request an option to extend the expiration time for conversation images, for example to 7 days or 30 days. An optional configurable setting for workspace admins would be ideal, so teams can choose longer expiry if they accept the tradeoff.