Business Need
As a multi-brand organization, our teams rely heavily on reporting to monitor conversation volume, performance, customer experience, and operational health across brands. Currently, users must navigate into reports to access key metrics, and in some cases reporting limitations around conversation data updates create visibility challenges.
Proposed Enhancement
Provide an option to configure a custom dashboard that appears immediately upon entering Intercom. This dashboard would serve as a reporting homepage and display user-selected metrics, reports, and widgets relevant to daily operations.
Why This Matters
For organizations managing multiple brands, having instant visibility into operational metrics would:
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Reduce time spent navigating through reporting menus.
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Improve awareness of conversation trends and workload changes.
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Help managers identify issues requiring immediate attention.
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Increase adoption of Intercom reporting as a daily operational tool.
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Create a more executive-friendly experience for leadership teams.
Additional Consideration: Data Accuracy Across Brand Changes
The value of this dashboard depends on reporting reflecting the current conversation attributes. We have observed situations where conversations are reassigned or updated with a different company after creation, but reporting appears to continue reflecting only the original company value.
For multi-brand organizations, this creates reporting gaps because conversations may be correctly categorized operationally but not represented accurately in reporting.
A dashboard solution would be significantly more valuable if reporting consistently reflected the most current conversation/company attributes, allowing organizations to measure activity accurately across brands.
Company Name is just one example. This happens with other attributes too.
Expected Outcome
A configurable reporting dashboard combined with reporting based on current conversation metadata would provide a true operational command center for multi-brand teams and improve confidence in Intercom as a source of business reporting.