We’d like to request an enhancement to the outbound calling experience in Intercom: Automatically pre-populate the outbound caller ID number based on the team assigned to the ticket.
Current Behavior:
When agents make an outbound call, all available team phone numbers (we have 7) appear as options. Agents must manually select the correct number each time they call.
Proposed Enhancement:
Automatically default the outbound caller ID to the phone number associated with the assigned team for the ticket. Agents should still have the option to change the number manually if needed, but the correct number should be pre-selected by default.
Why This Matters:
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Reduces agent friction and manual error
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Ensures consistency in outbound communications
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Prevents clients from receiving calls from unexpected numbers
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Saves time and simplifies the workflow for teams with multiple support lines
This change would greatly improve efficiency and accuracy for any organization managing multiple support teams or phone numbers within Intercom.
