Hi Intercom team,
We'd like to request the ability to automatically merge an incoming or missed call into an already open conversation with the same customer — regardless of the channel that open conversation originated from (e.g. email, chat, or a previous call).
Currently, every phone call creates a new standalone conversation, even when an open conversation already exists for that customer. This leads to:
• Fragmented customer history — the call and the existing conversation are disconnected, making it hard for agents to have full context.
• Duplicate workload — agents end up managing two separate conversations for the same customer issue.
• Broken workflows — our processes rely on a single conversation thread per customer interaction, and split conversations disrupt that.
The expected behavior would be: when a customer calls and already has an open conversation (from any channel), the call should be appended to or merged with that existing conversation, keeping the full history in one place.
We'd appreciate this being considered. Please let us know if there are any existing workarounds we may have missed.
Thank you!