Hi Intercom Team,
I'd like to submit a feature request on behalf of our customer service team regarding macro management.
Currently, the only option available when a macro is no longer needed is to permanently delete it. This creates a few challenges for our team:
1. Loss of historical reference – Deleted macros cannot be reviewed or audited later, which makes it difficult to track what messaging was used in the past.
2. No recovery option – If a macro is deleted by mistake or needs to be temporarily retired (e.g., seasonal campaigns, paused workflows), there's no way to retrieve it.
3. No internal knowledge base – We'd benefit from having an internal archive that serves as a repository of past macros, allowing our team to reference, repurpose, or reinstate them when needed.
4. Legal and compliance requirements – This is especially important for us from a legal standpoint. We need to maintain a traceable legacy of which macros were in use at any given time. In the event of a dispute, audit, or regulatory review, being able to demonstrate what standardized responses were being sent to customers is critical.
Our request is to introduce an Archive feature for macros, similar to what many tools offer for other content types.
Ideally, this would:
- - Allow admins to archive macros instead of permanently deleting them
- - Keep archived macros hidden from the active macros list so they don't clutter the workspace
- - Provide a dedicated "Archived Macros" section where admins can browse, search, restore, or permanently delete archived macros
- - Include metadata such as who created it, who archived it, and the dates of activation and archival — essential for audit trails
- - Ideally, log a history of edits made to a macro over time
This would significantly improve macro lifecycle management for teams like ours, reduce the risk of losing valuable content, and help us meet our legal and compliance obligations.
We'd love to hear if this is on your roadmap!
Best,
Vanessa A.