# Intercom Conversation Segmentation by Agent Assignment 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: -seg- EXAMPLE If a conversation is handled by three different agents, it will be split into three segments: * 12345-seg-1a23 → Agent A * 12345-seg-2b32 → Agent B * 12345-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.