We would love the ability to disable call transfers to customer contacts, as this would significantly reduce the risk of accidentally transferring a customer to another customer.
Teams need to transfer calls to internal departments, contacts that are not customers and do not use Intercom. A separate directory for internal contacts would help solve this.
As an additional safeguard, a confirmation step could be displayed before completing a transfer, such as:
"Are you sure you want to transfer [customer] to [contact]?"
This would help prevent mistakes and improve call handling security.