Recently active topics

ProblemWhen a side conversation is started in Slack, there’s no direct link back to the originating Intercom conversation. Teammates in Slack can’t easily jump into Intercom for full context or to take action.Proposed solutionAutomatically include a clickable link to the Intercom conversation in the initial Slack message (or thread metadata).OR allow macros to have access to the conversation data so I could make one for the side conversation and macro quickly Here is the Intercom conversation link.Why this mattersFaster context switching for support teams Reduces manual copy/paste of links Improves collaboration between Slack and Inbox usersCurrent workaroundManually copying and pasting the conversation URL into Slack each time.

I understand that we can set up regular reports, but for more one off exports, where we know most of the preselected columns won’t be used, it would be good if we can save column settings instead of manually selecting and unselecting each column.

A person from customer should imo be able to mark a conversation as unread, even if they are not tagged in the convo

Product idea: "Always Surface" markers for AI-highlighted article sectionsThe problemWhen AI assistants answer questions from articles, they pick which parts of the content to use. Authors have no control over this. A critical section (a warning, a prerequisite, a pricing caveat, a key step) can get skipped or buried, even though the author knows it must always reach the reader.The ideaLet authors mark a specific section of an article as "always highlight." Whenever AI draws on that article, it must include or prominently surface the marked section in its answer, instead of treating it like any other text.How it could workIn the editor: the author selects a section and applies a flag, such as a "Highlight for AI" toggle, a callout block, or a tag. Behind the scenes: the marker is stored as metadata on that section, so retrieval and answer generation can see it. In the AI's answer: if the article is used as a source, the flagged section is always quoted, summarized, or linked, and visua

Brands can only be associated with email addresses or URLs, but what about if you know someone is contacting you in your general help center, about a specific brand, and you want to set that brand for that messenger conversation? At the moment is not possible, it would be extremely beneficial for companies that have different brands, and different help centers for each brand, this way we can make Fin understand which is the help center he needs to use to reply to the customer’s queries. 

We would like to request a feature that allows end-users (our clients) to edit and customize the titles of their support conversations in the Intercom Messenger interface.

SummaryWhen an article is created or updated through the REST API / MCP then the `style` attribute on table <td> tags are removed, undoing styling that was applied in the web editor to customize colors or widths. Steps to ReproduceUse the Knowledge web editor to create an article with a table, assign colors the to the column headers and adjust the column widths. Use the REST API / MCP to retrieve the article HTML, note that the retrieved article’s body contains the `style` attribute defining background-color and width on the <td> tags. Use the REST API / MCP to re-save the article as-is. In the web editor refresh the article and note that the table styling was removed. Use the REST API / MCP to retrieve the article HTML, note that the retrieved article’s body no longer contains the `style` attribute on the <td> tags. Expected ResultThe `style` attribute on the <td> tags defining the background-color and column width is preserved. Actual ResultThe `style` attribu

We would like to suggest adding an outbound call timer that starts counting as soon as an agent places a call to a customer.Many contact centers have internal guidelines for how long an agent should let an outbound call (callback) ring before ending the call if there is no answer. Having a visible timer during the ringing phase would make it much easier for agents to follow these guidelines consistently.Example use case:Agent places an outbound call. A timer starts immediately and counts the elapsed seconds. The agent can easily see how long the customer has been called before deciding to hang up.This would improve consistency, reduce guesswork, and help agents adhere to outbound calling procedures without needing to manually count seconds or use external timers.We believe this would be a simple but valuable enhancement for teams that handle a high volume of outbound calls and callbacks.

I can create a callout text block for use as Dynamic Content; however, I can’t change its colour in the same way I can when inserting the callout as regular text.

Hi Intercom team,We'd love to see support for uploading images directly to Knowledge Base articles via the API, without having to host them externally.We've automated our entire help center documentation workflow. Whenever something changes in our codebase, our articles are automatically updated via the Intercom API, including translations.The only remaining manual step is uploading images. This is surprisingly time-consuming and prevents us from having a fully automated documentation pipeline.We know that embedding images using publicly accessible URLs is possible, but we'd prefer not to maintain a separate image hosting service just for our documentation.In the age of AI-powered workflows, where documentation can be generated, updated, and translated automatically, native image uploads via API would be an incredibly valuable addition.Ideally, we'd like to upload an image via API, have it hosted by Intercom, and reference it directly in our Knowledge Base articles, just as we can when

In Macros > Insert field >Choice field no font formatting can be applied. This would be useful when the choice option needs be differentiated from surrounding text.

It would be very interesting to be able to filter by company on the tickets page. Today it only allows you to select from a drop-down list, and it's not sorted either. 

Hi Intercom team,We would love to see the ability to insert or override a voice message ad hoc within an existing phone workflow, without having to dismantle, edit, and later restore the workflow itself.Use case:There are situations where we need to communicate temporary information to callers, such as:Service disruptions or outages Planned maintenance Seasonal opening hours High call volumes Temporary operational messagesToday, the only option is often to modify the workflow structure to add or replace a voice message. This can be time-consuming and increases the risk of introducing errors into an otherwise well-functioning flow.Suggested solution:Allow administrators to add a temporary voice announcement at a chosen point in an existing workflow, with options such as:Enable/disable with a single click Start and end date/time Priority over the standard message Automatic expiration and rollback to the original flowThis would make it much easier to communicate time-sensitive information

As a Fintech, we sometimes have users send our support team PII or other sensitive data unprompted. Currently, our Slack integration also includes the user’s response when it notifies us that they responded to a conversation. Slack is not secure enough to store that kind of data, and it does not look like we can delete the notification.I would love to have the ability to customize the Slack notification message, or just have it notify us that the user responded without giving the reply message in the thread.

I understand that Chat conversations that are unanswered become Emails, but our users were used to Freshdesk where we would convert the conversation to an email so they could have the data neatly in their inbox. It would be nice to change the channel type from Chat to Email to adjust the formatting to follow up. Our users tend to prefer more thorough emails, so the chat sending after the conversation is not as ideal.

Hey, this would be very helpful to add the ability to exclude an audience in Fin's guidance, so it would match everyone besides X.