We’ve identified an issue with call transfers in Intercom where the list of available team members does not update in real time during an active call.
Current behavior:
When an agent initiates a call, the transfer menu reflects team member availability only at the moment the call begins. If another team member changes their status to “available” while the call is already in progress, they do not appear in the transfer list. The only way to refresh the list is to reload the page, which ends the call.
Example scenario:
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Agent A is on an active call.
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Agent B is initially unavailable (e.g., assigned to conversations only).
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Agent A attempts to transfer the call and does not see Agent B as an option.
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Agent B updates their status to available during the call.
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Agent B still does not appear in the transfer list unless Agent A refreshes the page, which disconnects the call.
Requested improvement:
The call transfer team member list should update dynamically in the background to reflect real-time availability changes throughout the duration of the call, rather than being fixed at call start. This would allow accurate transfers without requiring page refreshes or interrupting active calls.