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Filter Reports by Segment

  • January 5, 2026
  • 2 replies
  • 16 views
Julie Edwards

I was surprised to learn from Intercom Support that we’re not able to filter our reporting by Segment. We have seperate SLA’s for Internal users vs. Customers which we have broken into separate segments but no way to report on things like Time to First Response or CSAT separately. Would really appreciate this enhancement if it can be made.

2 replies

J
  • Jules
  • New Participant
  • June 12, 2026

I need this too! We have segments based on our Salesforce company information - I would love to look at conversation data for customers who are currently trialling, for example. 

I
  • IlijaVelax
  • New Participant
  • June 12, 2026

The most practical workaround right now is to use Intercom's tag or team routing to mirror your segment logic. If internal users and external customers are already routed to different inboxes or tagged on the way in, you can filter most native reports by inbox or tag and get reasonably close to separate SLA reporting. It is an extra step to maintain, but it sidesteps the segment filter gap without waiting for a product change.

For CSAT and first response time split by customer type, a lot of teams also export raw conversation data via CSV and slice it in a spreadsheet, mapping the contact's segment attribute to each conversation row. Not elegant, but it works for monthly reviews.

(Disclosure: I work on Velax, an analytics layer built on top of Intercom - https://velax.ai - which lets you filter response time and CSAT breakdowns by custom contact attributes, which covers the internal vs. customer split case without manual exports.)

Upvoting this regardless. Segment-level filtering in native reports is a pretty common ask and it would be good to see Intercom build it natively.

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