Currently, content within Side Conversations is not indexed in Intercom's search functionality. This includes:
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Email body text / message content
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Recipient email addresses
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Subject lines
Side Conversations have become a crucial part of our daily operations. We rely heavily on them to collaborate with external partners, vendors, and third parties to resolve customer issues.
Because Side Conversations are unsearchable, finding previous context, tracking down specific email exchanges, or locating an old thread requires manually digging through individual tickets. This leads to significant time wasted and operational inefficiency.
Proposed Solution:
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Include Side Conversation text and metadata in global Intercom search or Inbox search filters.
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Allow filtering/searching specifically by Side Conversation recipient email or subject line.
Having full searchability for Side Conversations would make a massive difference in operational efficiency for teams that rely on external collaboration.
If anyone else is facing this pain point, please upvote or share how your team currently handles this workaround - thank you! 🤗