Current Behavior
Currently, the only way to notify team members when a checklist is completed in a Series is via Slack. There is no equivalent option for:
- Email notifications to team members
- Microsoft Teams notifications
Email notifications in Intercom are limited to receiving a message or being mentioned in a note — neither of which covers the "checklist step completed" trigger.
Desired Behavior
We would like Intercom to support the following notification triggers when a Series checklist step is completed:
1. Email notification — Send an automated email to one or more team members or a team inbox when a specific checklist is marked as complete or
2. Microsoft Teams notification — Send a message to a defined Microsoft Teams channel when a checklist step is completed, similar to how Slack is currently supported under "More channels".
Use Case
Many teams — including ours — rely on Microsoft Teams as their primary communication platform and email for async notifications. Limiting step-completion alerts to Slack excludes a large portion of Intercom customers who don't use Slack internally. This feature would allow you to:
- Keep non-Slack teams informed about customer onboarding progress in real time
- Trigger internal follow-up actions when a customer completes a key onboarding step
- Improve cross-team visibility without requiring manual checks in Intercom
Proposed Implementation Ideas
- Add "Email" and "Microsoft Teams" as additional channel options alongside Slack in the Series step "More channels" settings
- Allow customizable notification content (e.g., which step was completed, customer name, timestamp)
- Option to notify a specific person, team, or channel
