At the moment, it is not possible to answer incoming Intercom Phone calls using the physical button on a HID-enabled headset (such as Jabra or Poly). Calls can only be answered by clicking Answer inside the web-based Inbox.
Both Fin AI and an Intercom Support Engineer have confirmed that Intercom Phone currently requires a UI interaction to answer—headset buttons are only usable for audio, not call control.
Requested Functionality
Native support for HID (Human Interface Device) call controls, enabling agents to:
- Answer incoming Intercom Phone calls using the headset button
- (Optionally) End calls using the headset button
- Use these controls without needing to interact with the browser interface
Why This Matters
- Many support teams use professional contact‑center headsets with built‑in call controls
- HID support is a standard expectation in modern voice solutions
- It improves agent efficiency, reduces context switching, and allows faster response
- It enables a more natural workflow, especially in busy support environments
Example Use Case
A support agent receives an incoming Intercom Phone call and can:
- Press the answer button on the headset
- Immediately speak, without clicking in the Inbox
This is especially helpful when multitasking or when the Inbox is not the active window.
Additional Context
Headsets already work for audio in Intercom Phone. What's missing is the integration that links HID events (e.g., “answer call”) to Intercom’s call handling.