Intercom’s conversation based reporting has a great opportunity to expand further with more user and company level insights. For example, adding the ability to track total clients, alongside how many have engaged within a given timeframe, would offer valuable visibility.
Enhancing user reports with company level data could also help highlight how many organizations or clients have started conversations over a specific period, creating a more complete and actionable view. For example it would be very helpful to have a report that shows “users seen” vs “users heard from”.