Submitted

Feature Request: Folder / Collection Structure for Intercom Audiences (Segments)

Hi everyone!

Summary

We are building a structured segmentation system covering 8 countries × 6 license tiers × up to 7 roles per tier, plus driver, EMS, and product-specific sub-segments. This will result in 150–200+ audience segments in Intercom.

At this scale, the flat list view of the Segments section becomes unmanageable. We are requesting a folder or collection structure for audience segments to enable organised navigation and team usability.

Problem

Intercom Segments currently exist in a single flat list with no grouping or hierarchy.
With 150–200+ segments, finding the right audience requires scrolling or searching every time.
There is no way to visually distinguish between segment types (e.g. country-based CPO segments vs. driver segments vs. product segments).
This makes it difficult for support agents, Fin AI configuration owners, and CS managers to confidently navigate, audit, or update the correct segment.
Onboarding new team members to the segmentation system becomes significantly harder without clear visual structure.

Requested Feature

Introduce folders or collections for the Segments section, allowing users to:

Create named folders (e.g. 🇩🇪 Germany, 🇧🇪 Belgium, Business, Pro, Enterprise)
Assign segments to folders — either at creation or via drag-and-drop / bulk assignment
Expand / collapse folders in the sidebar or segment list view
Nest segments logically without changing their underlying rules or behaviour

Example Structure

Copy📁 Germany (DEU)
   ├── DEU — Pro — Fleet Admin
   ├── DEU — Pro — Fleet Manager
   ├── DEU — Business — Finance Manager
   └── ...

📁 Belgium (BEL)
   ├── BEL — Pro — Fleet Admin
   └── ...

📁 Drivers
   ├── CC@home — Driver — Manual
   ├── CC@home — Driver — Automatic
   └── Reg. driver — no platform access

📁 EMS
   ├── EMS — Dynamic (System Users)
   └── EMS — Static (Drivers)

📁 Legacy (Wind-down)
   ├── All — Basic
   └── All — Compact

Impact

Area	Current	With Folders
Segment navigation	Scroll through 150+ flat entries	Expand relevant folder, find segment instantly
Fin AI configuration	Error-prone — easy to select wrong segment	Clear grouping reduces misconfiguration risk
Team onboarding	Requires tribal knowledge	Self-explanatory structure
Segment auditing	Manual scan of full list	Folder-level review

Priority / Urgency

We are actively building this segmentation system now and will reach 150+ segments within the next quarter.
Without folder support, we may need to delay segment creation or work around the limitation with inconsistent naming conventions alone.
This feature would benefit any Intercom customer operating at scale across multiple regions, products, or customer types.

Workaround Currently Used

Strict naming conventions ({COUNTRY} — {Plan} — {Role}) allow alphabetical sorting to group segments loosely by country. However, this does not solve the navigation problem for cross-cutting segment types (drivers, EMS, product-specific) and is not intuitive for new team members.

Additional Notes

We would also welcome a search/filter bar within the Segments list as a lighter alternative or complement.
A tagging system for segments (similar to Intercom tags on conversations) could achieve a similar result and may be simpler to implement.