Intercom Conversation Age Highlighter

WHAT IT DOES

This userscript transforms your Intercom inbox into a visual priority dashboard. It reads each conversation's last activity timestamp, calculates how long it has been since the last message, and applies color-coded highlighting to every conversation row. The color system uses a four-tier gradient: green for new conversations (0-2 hours), yellow for recent (2-12 hours), orange for aging (12-48 hours), and red for stale (48+ hours). Each conversation displays a compact badge showing the exact age in hours or minutes and a category label. Beyond individual highlighting, the script provides a summary panel showing counts and percentages of conversations in each age bracket, giving you an instant snapshot of your inbox health. A filter bar lets you click any age category to show only conversations in that range, helping you focus on the most urgent conversations first. This helps support teams, customer success managers, and sales professionals quickly prioritize responses, identify conversations that need immediate attention, and ensure no customer is left waiting too long.

WHERE IT RUNS

The script runs on all Intercom web application pages at *.intercom.com/*, with automatic detection of the inbox, conversation list, and any page displaying conversations in a list or table format. It works across all Intercom interfaces by using multiple selector strategies to find conversation rows, last activity timestamps, and conversation subjects. The script detects dynamic content loading and re-applies highlighting whenever the conversation list changes, including after filtering, sorting, or pagination. It runs across the entire Intercom domain, ensuring coverage whether you're viewing your main inbox, a specific team assignment, or a filtered view of conversations.

HOW TO USE

Install the script via the BotGentz extension and navigate to your Intercom inbox. Conversation age highlighting will apply automatically to every conversation row. Each row gets a subtle background tint and a colored left border matching the age category, along with a badge on the conversation subject showing the exact age and label. The summary panel appears above your conversation list showing total conversations and a breakdown by age category with counts and percentages. The filter bar appears as a sticky row with buttons for each age category—click any button to show only conversations in that category, or click "All" to reset the view. Use the panel controls to toggle highlighting on or off, show or hide the summary panel, or enable or disable the filter bar. You can customize the hour thresholds for each color category to match your team's response time targets. The "Refresh" button manually reapplies all highlighting if the page updates.

THE MECHANISM - TIMESTAMP PARSING, AGE CALCULATION, AND VISUAL PRIORITIZATION

This script identifies conversation age by scanning each row for last activity timestamps. It uses a cascading selector strategy that looks for Intercom's time elements including .conversation-last-activity, .last-activity, .timestamp, .time-ago, and data attributes containing timestamps. When relative time strings are found (e.g., "2 hours ago," "3 days ago"), the script parses them into absolute timestamps by subtracting the time from the current moment. For absolute timestamps, it converts them to Date objects directly. The age is calculated as the difference between the current time and the last activity time, expressed in hours. This age is then mapped to a color category using the user-defined thresholds. The highlighting is applied via inline styles on each row (background and border-left) that override Intercom's default styling. The badge is inserted into the conversation subject cell using DOM manipulation. For the summary, the script counts conversations in each category and calculates percentage distributions. The filter bar uses display toggling to show or hide conversations based on their age category.

THE PANEL

The control panel appears as a floating, draggable element that you can position anywhere on the Intercom page. Drag by the header to reposition it, and the position is saved per site using GM_setValue so it stays where you left it across sessions. Release the panel near any edge and it snaps into place, keeping your workspace organized. Click the panel header to collapse it into a small bubble showing only the chart emoji (📊), minimizing distraction while keeping controls accessible. Drag from the bubble to restore the full panel. The panel automatically resizes to fit its content and includes all setting toggles, threshold controls, action buttons, and a color legend. Press the Escape key to quickly collapse the panel to its minimized state. The panel remains visible across page navigation within Intercom, with highlighting updating automatically as you move between views.

PLEASE NOTE

This script requires the free BotGentz extension to function. It is designed for Intercom users who need to prioritize responses and manage conversation backlog. The script reads only visible conversation data from the DOM—it does not access Intercom's API, your account credentials, or any sensitive information. All settings (threshold values, toggle states, and panel position) are stored locally using GM_setValue and never leave your browser. The script does not modify your Intercom data—it only enhances the visual presentation of the conversation list. Age calculations are based on your system's current time and the timestamps visible on the page; if Intercom updates its website structure, the script may need to be updated to match new selectors. The filter bar works on all conversations currently visible in the list; if the list is paginated, the filter applies only to the current page.