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Side Conversation Visibility, Search, Reporting and Workflow Management

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  • June 22, 2026
  • 2 replies
  • 60 views
G
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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

2 replies

S
Intercom Team
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Hi ​@Gemma GW, Seán here from the Fin technical support team 👋

Thanks for taking the time to open this topic and lay out the use case so clearly. This is really helpful detail, and I can definitely see why stronger visibility and management for Side Conversations would be valuable, especially when they’re being used to coordinate with external teams and vendors.

The examples you’ve included, like a dedicated Side Conversation view, better search and filtering, and reporting on open, unanswered, or aging Side Conversations, all give really useful context on the operational impact of the current limitations.

Hopefully others who’d benefit from this can add their use cases and upvote the topic too, as that helps the product team understand demand and review the feedback in one place.

I
  • Ilayda
  • New Participant
  • August 13, 2026

Hi ​@Gemma GW and ​@Sean Meade Forum Support Lead , fully agree with this! We’ve started using Side Conversations heavily for external communication, but we are running into two key operational issues:

Lack of dedicated views: We currently have to manually tag conversations just to filter them into a custom view. This introduces extra manual overhead and is very prone to human error.

Lack of searchability: Finding previous Side Conversations is almost impossible because the content (subject lines, body text, recipients) isn't indexed. We end up spending a lot of time manually digging through closed or snoozed tickets—and in the worst cases, lost context completely blocks our team.

Stronger visibility, search, and native views for Side Conversations would make a huge operational difference for us!

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