Hi Intercom team,
I’d like to suggest a feature request : the ability to create custom channels / custom connectors that fully support two-way messaging, not just outbound notifications.
The core idea is to give teams more flexibility in how messages are sent and received while still relying on Intercom as the single unified interface for all conversations. A custom connector with full bi-directional capabilities would unlock several use cases, such as:
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Enabling SMS messaging in regions where Intercom SMS isn’t available (e.g., France).
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Syncing conversations with CRMs or project-management tools that include their own messaging system, ensuring users can message from those platforms while our teams continue to reply directly in Intercom.
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Building tailored workflows for industry-specific channels without needing to leave the Intercom UI.
This functionality would significantly increase interoperability and reduce operational fragmentation for teams managing conversations across diverse systems.
Thanks for considering this request!
