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I'm setting a report filter by company tag. I've noticed when a conversation's primary contact (source.author) isn't connected to a company with that tag but another participant is, the conversation isn't populating on the report. How do I ensure this conversation or ticket will populate on the report for participating contacts with that company tag?

Hey Jackson! What you’re seeing is actually expected. Intercom’s conversation filters only check the primary contact (source.author), so if a different participant belongs to a company with the tag, the conversation won’t show up in the report by default.

To add these conversations, you have a few optionns:

  1. Custom attribute :: Create a conversation-level attribute that flags when any participant belongs to a tagged company. Then filter the report by that attribute.

  2. Contact-focused report : Build the report around participants/contacts instead of conversations. This way, any participant in a tagged company will be included.

  3. Workflow/API : Use Intercom automation or the API to propagate participants’ company tags onto the conversation itself, so it gets picked up by your report.

Most teams go with the custom attribute or workflow approach, since it keeps the report simple and accurate.
Hope it helps! Cheers!

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