Recently active topics

I would like to suggest the ability to favorite articles/folder items in the Knowledge category — our team updates a lot of files in the knowledge center through Intercom, and often times things get lost due to the high volume of articles. I would like an easier way to save or “favorite” my frequently used articles, so they would be easier to access and easier to find. 

The payload for conversation_part.tag.created currently lists all active tags for a conversation, and does not indicate which tag initiated the topic. It would be helpful for routing web-hooks if the payload provided which tag was the new one.

Once a help center is created, the name is completely uneditable. Please allow us to edit the names of help centers once they have been created. 

The article update API does not allow updates to go through if there's a Vidyard iframe embedded in the article. So I either need to updated the article in Intercom's UI or have the API strip out the video embed to push changes through.

I’d love to submit a feature request that would enhance conversation analysis capabilities—particularly for chat, email, and social channels.It would be incredibly useful to have a more granular, timeline-style view of all key events within a conversation—from when it was opened (on the left) to when it was closed (on the right), highlighting all the specific events and triggers that took place during that conversation in between. Something similar to the "Show conversation events" toggle, but expanded to highlight specific backend actions and metrics. For example: When an SLA workflow was triggered When the conversation was snoozed/opened/closed/reassigned When handle time started and stopped The calculated SLA and total handle time for that conversation This detailed visibility would be extremely helpful for digging into complex or edge-case conversations and understanding exactly what happened and when. It would also go a long way in helping teams diagnose and optimize support

 The ability to create videos from step-by-step guides is available with one click in Scribe.  Please consider an integration with Scribe!  As a trainer (not a developer), it would be a game-changer for me and for my team.

Hi Intercom community,We're running into a limitation with Fin that I'd love to get some input on.Fin currently only processes attachments shared as images (screenshots/photos) — it can't read the contents of document files like PDFs, DOCX or xlsx uploaded by customers via email or conversations.This is a significant blocker for our invoice workflow. Here's our setup:- We're training an AI Billing agent in Langdock, with Fin handling triage by extracting the relevant details from customer messages.- We've built out internal articles describing each document type, plus an index covering invoice formats, use cases, field structures, etc.- In most cases, customers simply mention their invoice number in the message — and that works fine.- However, when a customer uploads a PDF instead, Fin still asks for the invoice number, even though that information is right there in the attachment.Ideally, Fin would be able to read the PDF, extract the invoice number (and other relevant fields), and pa

We use Reply Buttons in Workflows to present customers with predefined options and route their conversation to the appropriate team.Currently, if the customer does not select any of the options, the conversation eventually falls through to our default assignment. At that point, a teammate has to manually follow up with the customer.We would like to automate that follow-up before the conversation is handed over to the default team.Ideally, Reply Buttons would support a configurable “No response” or timeout path.For example:Reply Buttons→ Customer selects an option → Route to the appropriate teamOR→ No selection after 10 minutes→ Send an automated follow-up reminding the customer to select an option→ Wait another defined period→ If they respond, continue the appropriate routing path→ If they still don’t respond, continue to a configurable fallback/default assignmentThis would allow us to complete more routing automatically and reduce unnecessary conversations being assigned to agents sim

Greetings team, we wanted to surface a request around CSAT and configurable attributions ProblemCSAT is currently attributed to the most recent visible agent who interacted with the customer, regardless of who owned, managed, or resolved the case. This creates inaccurate and potentially unfair attribution, particularly in collaborative or multi-region support models.A common example: an engineer owns a case end-to-end, performs the troubleshooting, identifies the issue, and provides the resolution. Due to time-zone coverage, a second engineer in another region sends a brief follow-up and closes the conversation. The customer submits a CSAT rating. That rating is attributed to the closing engineer, who had minimal involvement in the actual resolution.The reverse also occurs: an engineer receives a negative CSAT simply because they sent the final message, even when the customer's dissatisfaction relates to earlier interactions, product behavior, delays, or factors entirely outside their

Today, it is possible to easily translate content within conversations. However, the translation of Help Center articles is still not automated.This limitation creates a significant workload, especially when managing multiple languages in the Help Center.In the age of AI and given the rapid evolution of your tools, it feels surprising that automatic translation of Help Center content is not yet available. Introducing this feature would provide major benefits in terms of time savings, consistency, and overall efficiency.

While screensharing be able to take control and navigate through the software for them.

It would be very helpful if teammates could draw or annotate directly on a customer's screenshare during calls.When customers are sharing their screen, teammates often need to point out a specific button, field, setting, or area of the page. Today, we have to describe it verbally, which can slow down troubleshooting and make the experience more confusing for customers.Ideally, teammates could temporarily draw, highlight, or point on the shared screen during a call. This would make it easier to guide customers through setup, debugging, onboarding, and support workflows without needing a separate screen annotation tool.

The ability to view files, such as mp4 and pngs, without downloading them to ones computer.

Current behaviour: when a phone number or email address matches multiple relations, the item is automatically linked to the most recently used relation.Expected behaviour: present all matching relations and let the user select the correct one.Why: auto-linking to the most recently used relation silently attaches items to the wrong one, which is easy to miss and awkward to correct afterwards.

Hi there,Pretty simple, some of the fields that chats have are not visible within Macros, such as the Subject field.The only subject field visible in Macros at the moment only applies for tickets - not chats.If Macros could just be expanded to include more things and possibly include an order similar to the order within the chat it might also make it easier to spot which ones you need.

Add the ability to review and leave QA feedback on cases that were handled by more than one agent, in Monitors. Reviewers should be able to either leave one comment covering the case and all agents' work as a whole, or leave individual, agent-specific feedback for each agent involved in the conversation.When a reviewer opens a case in Monitors that involved multiple agents, give them two review options:Case-level comment: a single piece of feedback addressing the case and the agents' combined handling of it (e.g., evaluating handoffs, overall resolution quality, consistency across agents). Per-agent comment: individual feedback tied to a specific agent involved in the case, scoped to that agent's own contribution.These options shouldn't be mutually exclusive. A reviewer should be able to leave one overall comment on the case and separate feedback for one or more of the individual agents in the same review pass.