Workforce appears in the left-hand navigation for workspaces with the Pro add-on. You also need the "Can access Workforce" permission, and "Can view all teammate and team details" to see every Workforce page. WFM data isn't in the Reports section: forecasting and schedules are on the Staffing Timeline, and adherence is on the Team Performance page.

Create a workstream (a group of one or more team inboxes), set a productivity target, create activity types (for example "Inbox Time" or "Lunch"), and build a weekly schedule template for your teammates. Connecting Google Calendar is optional.

The forecast needs at least 7 days of conversation history for that workstream and channel. Check that the workstream includes team inboxes receiving conversations, and that the correct channel is selected (the default is Email). A workstream with no team inbox shows zero volume. You can also import your own forecast as a CSV (comma-separated values) file.

Workforce can be hidden from individual teammates by removing the "Can access Workforce" permission from their role. There's no workspace-level setting to turn it off entirely.

Workforce Management is included with the Pro add-on at no extra cost. Your workspace needs the Pro add-on to use it.

No, Workforce Management is part of the Pro add-on and can't be bought separately.

No, Workforce Management isn't tied to Pro conversation usage limits.

Nothing is deleted. If your workspace doesn't have the Pro add-on, the Workforce section is hidden behind a paywall, but your workstreams, schedule templates, and settings reappear if you add the Pro add-on later. If a teammate disconnected Google Calendar before access was removed, they'll need to reconnect it.

The forecast is an 8-week rolling average of the conversation volume assigned to the team inboxes in each workstream, broken down by channel and hour. It counts only conversations handled by human teammates — conversations Fin resolves before reaching a teammate are excluded, so as Fin resolves more, the forecast for your team goes down gradually, since it's averaged over 8 weeks. Back-office tickets are excluded, and outbound conversations only count once the customer replies.

Yes, you can export the forecast from the Staffing Timeline, adjust the volumes, and import it back as a CSV. Imports apply to future hours only, up to a 5,000-row limit per file. If a new import overlaps an existing override, even partly, the whole old override is deleted, not just the overlapping hours.

There's no control to exclude historical data from the forecast directly. As a workaround, export the forecast, replace the hours skewed by the incident with a normal estimate (for example, the same hours from a quiet week), then import only those hours back in. The incident also drops out of the 8-week rolling window on its own after 8 weeks.

No, not automatically. The 8-week rolling average doesn't model seasonal patterns or future events. For known peaks, import your own forecast for those dates — a common approach is taking last year's volume for the same weeks, applying your growth rate, and importing it.

The forecast counts new conversations assigned to the workstream's team inboxes, for the selected channel. Differences usually come from filters — a different set of teams, channels, or date range — or from conversations resolved by Fin, which the forecast excludes. Check that the Forecast page filters match the report you're comparing against; the closest Reports metric is New conversations.

There's no forecast accuracy report comparing forecast to actual volume. The Staffing Timeline shows actual volume for past hours and predicted volume for future hours, but there's no accuracy report, and the earlier forecast isn't kept. As a workaround, export the forecast before a period starts and compare it with actual volume afterward.

Required staffing is the forecast volume divided by the productivity you set for each workstream (conversations per teammate per hour). SLAs (service level agreements), response-time targets, handle time, concurrency, and backlog aren't inputs. Check your SLA and backlog in Reports and staff above the requirement where needed.

No, you set it manually per workstream — it can't be set per channel or per teammate. A good starting point is "Conversations assigned per active hour" in the Teammate Performance report, filtered to the workstream's teammates. This counts conversations assigned (received), not closed, and decimals are allowed.

Forecasting is by workstream, and workstreams are made of team inboxes. If your team inboxes are organized by brand or language, create a separate workstream for each. There's no skills filter for forecasting.

Create daily or weekly schedule templates with activities for each teammate, then apply them from a specific date, with the option to repeat for up to 5 weeks. You can then edit individual days on the Staffing Timeline: add an activity by clicking or dragging on a teammate's row, drag to move it, or resize it. You can also build a full schedule directly on the Staffing Timeline, but it won't be reusable in future weeks.

Workforce Management can't generate a schedule automatically from the forecast today. Schedules are built from templates and edited manually.

Yes, in a schedule template, you can duplicate a day and copy activities from one teammate to another. On the Staffing Timeline, you can drag a shift from one teammate to another.

No, not today — schedules are created in Workforce Management using templates. You can export schedules as a CSV, but there's no CSV import for schedules (this is different from the forecast CSV import, which is supported).

Templates are daily or weekly. For rotations, create a template for each week of the pattern and apply them in turn (for example, a 7-week rotation uses 7 templates). For overnight shifts, add an event that runs past midnight directly on the Staffing Timeline; within a template, each event sits within one day, so split an overnight shift into two events — one ending at midnight and one starting at midnight the next day.

No, scheduling rules and labor compliance checks aren't available.

No, Workforce Management doesn't send notifications. Teammates with Google Calendar connected see changes reflected in their calendar, and events show when they were last updated.

Each teammate connects their own Google Calendar. An admin turns on Push (Workforce to Google) and Pull (Google to Workforce) sync at the workspace level — these settings can't be set per teammate or per team, and need the "Can manage Workforce" permission to change. Only the teammate's primary calendar syncs, from 8 weeks back to 8 weeks ahead.

Yes, schedules, forecasting, and adherence all work without it — calendar sync is a convenience, not a dependency. Without Google Calendar, teammates don't get a mobile view of their schedule, and all time off must be added manually in Workforce.

No. For events created in Workforce, Workforce is the source of truth — edits or deletions made in Google are ignored and get overwritten the next time the event is edited in Workforce. Events created in Google can only be edited in Google.

Events only come in if their title matches a mapping rule. A rule can match a title that contains, exactly matches, or starts with specific text (not case-sensitive), and the rule text needs at least 3 characters. Add one rule per keyword rather than a comma-separated list. New rules apply immediately to new events, and can take up to 24 hours to apply to events already synced — to bring an event in right away, make a small edit to it in Google Calendar. All-day events do appear in the schedule when sync is on, but they aren't currently counted in Team Performance metrics, which can understate shrinkage for time off set up as all-day events. Using events with a specific start and end time is more reliable.

No, meeting titles, descriptions, and attendees from Google Calendar aren't shown anywhere in Intercom. The title is only read in memory during sync to match it against your workspace's mapping rules, then discarded — it's never stored. Only the mapped activity type (for example "Meeting" or "Training") shows in the schedule. This applies to all Google Calendar events, including ones marked private.

Yes, schedules can be built and managed entirely inside Workforce. Calendar sync is only available for Google Calendar, so teammates won't see shifts in Outlook, and time off needs to be added directly in Workforce.

Adherence is the share of scheduled productive time a teammate spent in an adherent status. Adherent means Active, or Away with the reason "On a call" or "Call wrap up". Where a productive and non-productive activity overlap on the schedule, that time counts as non-productive. For the full detail, see How is adherence calculated?

Conformance compares time in an adherent status with scheduled productive hours, and can exceed 100% — for example, if a teammate logs on early or works longer than scheduled. Shrinkage is non-productive scheduled time (breaks, meetings, training) as a share of total scheduled time. Use adherence and conformance together: someone who logs on early has lower adherence but conformance over 100%.

A phone call or work in another tool only counts against adherence if it leaves the teammate's Intercom status as Away without the right reason. Adherence uses Intercom status only. If a teammate is Away in Intercom during scheduled productive time, that time counts against adherence — unless the Away reason is "On a call" or "Call wrap up", in which case it counts as adherent. Work done in another tool while set to Away in Intercom still counts against adherence.

Yes, auto-away counts as Away. It's off by default and can be configured in Settings > Helpdesk > Assignments, with a minimum of 10 minutes of inactivity.

Yes, to an extent. Opening a teammate's day in Team Performance shows their schedule, their status history with away reasons, and key conversation actions (replies and notes) in 15-minute blocks, up to 1,000 actions a day. This needs the "Can access Team Performance" permission plus conversation access set to all conversations, and it isn't a full conversation drill-down.

Teammates with the "Can access Team Performance" permission can see the whole team's performance — there's no option to show a teammate only their own data. To hide performance data entirely, leave that permission off their role.

No, Workforce Management doesn't send alerts. Status and activity data updates within a few minutes, and coverage gaps show in red on the Staffing Timeline, but there's no live monitoring view of who is currently out of adherence.

The table shows 100 teammates per page, and sorting only works within a single page of 100 or fewer. Filter to 100 teammates or fewer to sort, or export the data instead.

A workstream is a group of one or more team inboxes. It's the unit for forecasting, scheduling, and staffing — teammates must belong to at least one of its team inboxes to appear in it.

A teammate counts once within a single workstream, even if they're in several of that workstream's team inboxes. But if they belong to two workstreams and both are selected together on the Staffing Timeline, they're counted in each — so scheduled staffing shows them twice. This is expected, since each workstream's staffing is calculated independently. To see each teammate counted once, view one workstream at a time.

There's no skills filter. For brand or language, create a separate workstream for each — this works when your team inboxes are already organized by brand or language.

A routing change updates Workforce Management gradually, not instantly. Team membership changes are reflected immediately. If a routing change affects which team receives conversations, the forecast adjusts gradually as new data builds up over the 8-week rolling window.

Time off is added to the schedule as an activity — for example a "PTO" (paid time off) activity type marked non-productive. With Google Calendar connected, time off in a teammate's calendar can be pulled in using a mapping rule, as long as it's an event with a start and end time (all-day events aren't supported for this). HR tools that write leave to a secondary calendar won't sync.

No, time-off requests and approvals aren't available in the product. Manage requests through your existing tool or system, then add the approved time off to the schedule directly or through Google Calendar.

Workforce Management doesn't integrate with HR systems today — there are no HR system integrations available.