We would like to suggest an improvement to phone call search functionality.
Today, agents can easily search for chats, emails, and tickets using the Inbox search functionality. We would love to have the same capability for phone calls, allowing agents to quickly find and access call records by searching for a phone number.
We are aware of the Contacts feature, but this is not a suitable workaround for us. We cannot grant all agents access to Contacts because our Intercom workspace is shared by two sister companies within the same group. Providing access would allow agents to search and view customers belonging to the other company, which creates privacy and access-control concerns.
We would love the ability to search phone calls directly from Inbox Search by phone number, just like agents can search for chats, emails, and tickets today. This would allow agents to quickly locate relevant call records without requiring access to Contacts.