Description
Objective We are looking to optimize the agent workspace by transforming the top-level "Your inbox" section into a dynamic, collapsible category list that segments work by channel type: Emails, Calls, and Chats. As attached in our design concept (image_d56e80.jpg), this change will drastically improve workspace organization and help agents prioritize real-time vs. asynchronous conversations seamlessly.
The Current Challenge
Currently, the standard Intercom sidebar aggregates all assigned conversations under a single, flat "Your inbox" counter.
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Lack of Instant Visibility: Agents cannot tell at a glance whether their pending notifications are urgent live chats, inbound calls, or asynchronous emails.
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Sidebar Clutter & Extra Clicks: To differentiate work by channel, teams are forced to scroll down and rely heavily on heavily populated "Team inboxes" or custom "Views" (e.g., Backlog - Emails, Abandoned Chats). This forces agents to constantly shift contexts and navigate away from their primary personal inbox.
The Proposed Solution
We propose making "Your inbox" an expandable dropdown folder at the very top of the hierarchy. When expanded, it reveals distinct sub-categories with individual badge counts for:
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Emails
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Calls
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Chats
This retains the clean layout of the Intercom sidebar while surfacing crucial channel information directly within the agent's personal workspace.
This UI enhancement changes the personal inbox from a simple landing page into a strategic command center for frontline agents. We would love to see this implemented to help support teams scale their efficiency!