I am a “power user” of custom reports and with my teams I built multiple attributes with which we monitor the interactions between agents and our customers. We often set the value of attributes using macros, when we reply to customers. Sometimes attributes are set by the customer when navigating a workflow.
One problem I encounter monitoring and creating table/column/line custom report is the fact that Intercom allows me to segment by a certain attribute (in my example here has_macro) but it doesn’t show me how many conversations there were with attribute = unknown (see screenshot)
It is even possible to filter for attribute = unknown 😉 as you see from the following screenshots
We came up with workarounds to always set certain attributes to a default value when a conversation is created via inbox rules but it would make much more sense that custom bots simply shows “unknown” or “empty” when segmenting data.
