Overview
We’ve introduced Conversation Segmentation, a powerful new capability that breaks a single Intercom conversation into multiple interaction segments based on agent assignment changes.
Previously, a conversation was treated as a single interaction, even if multiple agents handled it. With this update, each time a conversation is reassigned to a new agent, a new segment is automatically created.
Each segment represents the portion of the conversation handled by a specific agent, enabling more precise analysis and evaluation.
How It Works
Every time an agent assignment changes within a conversation:
A new segment is created automatically
Each segment contains only the messages handled by that specific agent
Segments are treated as independent interactions within Oversai
Segment Identification Format
Each segment is labeled using the following structure:
<conversation_id>-seg-<segment_id>Example
If a conversation is handled by three different agents, it will be split into three segments:
12345-seg-1a23→ Agent A12345-seg-2b32→ Agent B12345-seg-3c11→ Agent C
Note: You’ll also be able to view the parent interaction to see the full ticket and have complete context.
Why This Matters
Conversation segmentation unlocks a new level of precision across your QA and automation workflows:
More Accurate QA
Evaluate each agent individually, rather than averaging performance across an entire conversation.
Better AI Analysis
Run AI Process and AI Metrics on clean, agent-specific interactions.
Smarter Routing
Route segments independently based on agent performance, team, or other filters.
Improved Visibility
Understand exactly how each agent contributes within multi-agent conversations.
Important Considerations
Using segmentation increases the number of API requests to Intercom, as each segment must be calculated and analyzed separately.
Each segment = one independent analysis
Higher segmentation → more API usage
This ensures accuracy, but may impact usage depending on your volume.
Note: Call transcriptions cannot currently be segmented into separate interaction segments.
How to Enable
Conversation Segmentation is not enabled by default.
If you’d like to activate this feature:
👉 Please reach out to your Oversai Account Manager, and we’ll enable it for your workspace.
Final Thoughts
Conversation Segmentation is a major step forward in how support interactions are analyzed. By moving from conversation-level to agent-level granularity, you can unlock more accurate QA, better automation, and deeper operational insights.