Hi Intercom Team 👋🇬🇧,
ℹ️ Feature Request: ✨ AI-Powered Semantic Prioritization & Smart Sorting
🤯 The Problem: Chronological Bottlenecks
Currently, conversation sorting is limited to chronological or rigid SLA-based metrics (e.g., "Last activity" or "Next SLA"). In a high-volume environment with 30-40 open chats, this "dumb" sorting treats a simple "Thank you" with the same urgency as a "System Down" emergency. Agents waste significant mental energy manually triaging lists to find critical issues, leading to burnout and delayed responses for high-value customers.
✍️ The Solution: Semantic AI Sorting
We propose adding a ✨ AI Priority sorting option to the conversation management dropdown. This feature would utilize a "Middleware Triage" to analyze the intent and sentiment of every incoming message in real-time.
😇 Dynamic Triage: The AI automatically identifies and bubbles up frustrated users or high-intent leads (e.g., "Payment failed" vs. "Just checking in").
✅ Seamless Integration: A new "AI Recommended" sort option should be placed at the top of the existing sorting menu.
🍳 Low-Level Effort: This can be implemented using existing LLM APIs (like Gemini) to return simple priority tags (e.g., priority: high) without restructuring the entire database.
👔 Why This Matters for the Product Efficiency: Agents move from "First-In-First-Out" to "Value-First" processing, ensuring the most impactful tasks get immediate attention.
Customer Retention: High-urgency tickets are resolved faster, directly reducing churn risk for frustrated users.
🏦 Scalability: As chat volume spikes, AI sorting acts as an automated supervisor, preventing critical messages from being buried in the "Documentation Black Hole.
Any chance this is on the roadmap
Cheers,
Roy 🇬🇧