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Single agent closure.

  • July 10, 2026
  • 2 replies
  • 107 views
T

Hello Team,

I would like to request for a feature with regards to the option for Closed conversations on first contact.

Your current parameter and help documentetion says that if the conversation was handled entirely by one agent but if it is a reopened conversation it will not be incuded in the single agent closure.

We currently are measuring the performace for the agents depending on the single agent closures which creats a huge imact, also we do not want the reopen option to be blocked for the customers.

We weould like to request for a feature where the single agent clsoure incudes the reopened conversations as well. 

Thank you. 

 

July 24, 2026

Hey ​@Tanay Yande , 

At the moment, reopened conversations aren’t included in the “Closed conversations on first contact” metric unless a teammate replies again after the conversation reopens, so what you’re seeing matches the current reporting behavior. You can see how this metric is defined in Intercom’s reporting metrics documentation.

I can appreciate how this impacts agent performance tracking, especially if you want to keep the option for customers to reopen conversations. This isn’t something that can be changed with a setting today, but it’s a valid feature request.

The best next step is to submit or upvote this in our Product Wishlist, which is the channel our product team uses to review and track feature requests.

2 replies

D
Intercom Team
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  • Dara KIntercom Team
  • Intercom Team
  • July 24, 2026

Hey ​@Tanay Yande , 

At the moment, reopened conversations aren’t included in the “Closed conversations on first contact” metric unless a teammate replies again after the conversation reopens, so what you’re seeing matches the current reporting behavior. You can see how this metric is defined in Intercom’s reporting metrics documentation.

I can appreciate how this impacts agent performance tracking, especially if you want to keep the option for customers to reopen conversations. This isn’t something that can be changed with a setting today, but it’s a valid feature request.

The best next step is to submit or upvote this in our Product Wishlist, which is the channel our product team uses to review and track feature requests.

    T
    • Tanay Yande
    • Author
    • New Participant
    • July 27, 2026

    Thank you for your response, I have added it as a feature request.

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