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rayanrichNew Participant

Tracking Down Unknown Network Failures and Restrictive PoliciesSubmitted

When configuring connection strings or testing external webhooks in a new development environment, encountering an unexplained 403 Forbidden or timeout error can easily throw off your entire sprint. Often, these roadblocks aren't caused by bugs in yo

1

Madeline G.New Participant

“Assign to Macro User” Option in Macro ActionsSubmitted

Description:We’d like to request an enhancement to Intercom macros that allows a conversation to be automatically assigned to the teammate who applies the macro.Current Behavior:When setting up a macro, the assignment action requires pre-selecting a

5

Brandon MosesNew Participant

select folder for snippet when creating through the improve answer workflowSubmitted

When improving an answer provided by fin, creating a new snippet, it just puts it into a content folder. Adding an option to select a folder right in that workflow would prevent from having to go to the knowledge tab to modify the snippet created.

1

Gerald PradoActive User

Manage team member conversation assignment limits by ChannelIn Beta

Currently we can set assignment limits to our team members based on the Inbox, but we cannot do it by Channel. Ideally, we would like an additional control option to set capacity limits by channel. Also worth noting that currently, if you’re on a cal

2

832

7 hours ago

N

Nate TyrrellNew Participant

Automatically tag users who were sent a workflowSubmitted

We’re able to automatically tag people and conversations in our workflow but only once users get to a certain step. If we want to tag all users who were sent a workflow or in a Control group we have to manually go into every workflow and click “Tag a

1

Matthew SharpNew Participant

Add option to limit the amount of time rating of Fin via CSAT is availableSubmitted

Hi,For agent CSAT ratings, there is currently an option to prevent customers from submitting a rating after a configurable period of time, see below:Could the same "Prevent customers from rating after a given period of time" option be added to Fin AI

1

70

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7 hours ago

Henrik RActive User

Make replies in phone conversations visible to customers in MessengerSubmitted

We would like to request an improvement to how phone conversations work in Intercom.Today, replies sent within a phone conversation are not visible in the Messenger conversation history. If the customer has an email address, the reply is only deliver

1

71

7 hours ago

N

NickvanVlietNew Participant

Workflows & Automations

Phonecall routing

Yesterday and today we experienced two inbound phone calls in a short period where the phonecalls entered the Hold and assign call step and remained In queue.No available teammate was automatically offered the call, even though atleast one teammate

noahassanNew Participant

Train Fin

Overriding Fin's default "connect to human" prompt to check for existing issue context first

Hi all,Looking for guidance on customizing Fin's default human handoff behavior (We use Fin over API).Right now, when a user asks for a human (Right from the first message), Fin responds with:"I understand you would like human support. Would you like

Marco BernardNew Participant

Add a "Canceled" terminal ticket state (separate from Close)Submitted

Right now the only way to end a ticket is "Resolved," which the customer effectively reads as resolved. But not every ticket ends in a resolution — some are withdrawn by the customer, turn out to be duplicates, are out of scope, or end in a won't-fix

1

NickvanVlietNew Participant

Workflows & Automations

Phonecall routing

Yesterday and today we experienced two inbound phone calls in a short period where the phonecalls entered the Hold and assign call step and remained In queue.No available teammate was automatically offered the call, even though atleast one teammate

noahassanNew Participant

Train Fin

Overriding Fin's default "connect to human" prompt to check for existing issue context first

Hi all,Looking for guidance on customizing Fin's default human handoff behavior (We use Fin over API).Right now, when a user asks for a human (Right from the first message), Fin responds with:"I understand you would like human support. Would you like

Santi AñezNew Participant

Reporting

Dataset Export not showing Brand filter options (Daily Report works fine)

Hi everyone,I'm having an issue with Dataset Export in Intercom.In Daily Report I can successfully filter by "Brand is not [specific brand]" and get the correct data.However, when I go to Dataset Export, the same Brand filter is available in the UI,

MsfteDADNew Participant

Reporting

Screen reader does not announce name for iframe present on YouTube video in windows.

Test Environment:OS: Windows 11 version 25H2 (OS Build 26220.7523)Browser: Edge (Version 151.0.4129.15)Screen Reader: NVDA (2025.3.2), JAWS (2026.2512.50), NarratorURL: https://help.enlyft.com/en/articles/11242176-enlyft-web-browser-extension-downloa

MsfteDADNew Participant

Reporting

Screen reader is not announcing the 'Did this answer your question?' label for the feedback controls in windows.

Test Environment:OS: Windows 11 version 25H2 (OS Build 26220.7271)Browser: Edge (Version 143.0.3650.75)Screen Reader: NVDA (2025.3.2), JAWS (2025.2508.120). NarratorURL: https://www.intercom.com/help/en/articles/9639255-getting-started-with-intercom

MsfteDADNew Participant

Reporting

Keyboard focus order is incorrect in the chat popup screen.

Test Environment:OS: Windows 11 25H2 (OS Build 26200.6584)Browser: Edge (Version150.0.4078.42)URL: https://www.intercom.com/helpdesk User Impact:Keyboard-only users will face difficulty navigating the chat popup screen, leading to confusion and ineff

Lorena VigilNew Participant

Train Fin

Meeting owner to Salesforce record owner

With Fin for Sales, we aren't using the meeting booker integrations for qualified sales meetings. Instead, we route prospects with the gCal app to schedule meetings with sales reps based on territory. One limitation we've encountered is that we haven

441

2 days ago

N

Nikolay VakulichNew Participant

Apps & Integrations

Discord integration - new server connections impossible

Hey community,Trying to connect Intercom to our Discord server and hitting this error:"This bot can't join more servers as it has not been verified or is requesting gateway intents it has not been verified for."Fin confirmed the bot is pending Disco

Ron HillNew Participant

Settings, Security & Permissions

Availability controls - preventing agents from changing

Our need is to have agents always taking chats/calls at all times, without ability for them to switch away from one or the other. A setting that prevents agents from modifying this is desirable.

270

R

3 days ago

tommynorNew Participant

Workflows & Automations

Allow callers to stay in queue without an active selection

We would love to see an option that allows callers to remain in the queue without having to make an active IVR selection.In our market, the most common expectation is simply to wait for an answer. Requiring callers to press a key to continue waiting

641

D

3 days ago

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