The Problem: Notification Fatigue for Frontline Agents Our frontline CSRs are experiencing significant notification fatigue from Intercom’s internal in-app campaigns (e.g., Pioneer marketing announcements, product tours, feedback surveys). While these updates are valuable for Workspace Admins, they are highly disruptive to agents who are actively managing live customer queues.
Additionally, we already gather product feedback directly from our team and communicate that to our CSMs, making the individual agent surveys redundant for our organization.
Current Workaround & Limitations Currently, there is no self-serve admin toggle to disable these popups. The only workaround is to email Intercom Support with a CSV list of non-admin teammate email addresses to manually opt them out. This workaround is inefficient because:
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It requires manual maintenance every time a new CSR joins the team.
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Support noted that the manual opt-out only covers marketing messages/product announcements, meaning some product tours and feedback surveys bypass the opt-out entirely and still disrupt agents.
Proposed Solution Please add a self-serve toggle within Workspace Settings that allows Admins to manage or completely disable internal Intercom promotional campaigns, tours, and surveys for specific roles (e.g., Non-Admins) or specific teams.
We still want to receive important email announcements from Intercom, but we need granular control over the in-app UI to reduce friction and distractions for our frontline teams.