The Problem Intercom’s 48-hour forced session timeout currently logs agents out without warning. If this happens while a teammate is actively on a live phone call, the connection abruptly drops mid-conversation, forcing customers to start over and creating a negative client experience.
The Solution Implement a preemptive UI warning banner. 30 minutes before the 48-hour session limit is reached, the system should display a persistent, highly visible notification to the agent (e.g., "Your session will expire in 30 minutes. Please wrap up active calls and re-authenticate.").
The Impact
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Proactive Session Management: Gives teammates a heads-up so they can either wrap up their current interaction or quickly refresh their session before taking a new, lengthy call.
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Protects the Customer Experience: Eliminates the risk of unexpected dropped calls and mid-troubleshooting disconnects.
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Simple Implementation: Maintains the strict 48-hour security limit without requiring complex background logic to detect active calls.