Side Conversations have become a critical workflow for coordinating work with external teams and vendors. However, they are outside of Intercom's visibility and reporting capabilities.
According to Intercom support:
- There is no dedicated Side Conversation view (or any way for quick inbox view of all conversations with side convos)
- Side Conversations do not have their own states or delivery status
- Side Conversations cannot be marked as priority.
- Side Conversations are not searchable.
- Side Conversations are not available in reporting.
As adoption increases, it becomes difficult to answer basic operational questions such as:
- Which Side Conversations are currently awaiting a response?
- Which vendors are slow to respond?
- How many Side Conversations are open today?
- Which teams are creating the most external escalations?
- What is the average response time from external partners?
- Which Side Conversations are unseen / delivery failed?
Request for any improvement to Side Conversation management/visibility -
- Dedicated Side Conversation inbox or view
- Ability to search and filter Side Conversations
- Filters by recipient, creator, date
- Number of Side Conversations created, open, unanswered
- Volume by recipient domain, vendor, or team
- Aging reports for unanswered Side Conversations
