Recently active topics

 The Problem Intercom’s 48-hour forced session timeout currently logs agents out without warning. If this happens while a teammate is actively on a live phone call, the connection abruptly drops mid-conversation, forcing customers to start over and creating a negative client experience.The Solution Implement a preemptive UI warning banner. 30 minutes before the 48-hour session limit is reached, the system should display a persistent, highly visible notification to the agent (e.g., "Your session will expire in 30 minutes. Please wrap up active calls and re-authenticate.").The Impact Proactive Session Management: Gives teammates a heads-up so they can either wrap up their current interaction or quickly refresh their session before taking a new, lengthy call. Protects the Customer Experience: Eliminates the risk of unexpected dropped calls and mid-troubleshooting disconnects. Simple Implementation: Maintains the strict 48-hour security limit without requiring complex background logic

Today, the only way to create a new slack message to a customer is through an Outbound Broadcast. That is super cumbersome. There should be a way to create a new slack message from the Inbox (Channel or DM), just like you can create a new convo or ticket. This is such a basic requirement. 

I hate how the tab text changes if anyone messages in to a shared inbox when I have my Intercom tab open and am not on it. I basically have to never have intercom open so that I’m not getting constantly pulled away when just an email comes in to the general support inbox, not even my own! Then if Fin wants me to rate a conversation, I’m getting non-stop flashing that Fin is saying something. Genuinely this is my least favorite product I’ve used in tech and I’m mind blown at how the team allocates their resources. We should not use this tool and I hope my leadership agrees with me soon to move away. Absolutely horrible setting customization in addition to a practically unusable UI.  

Hello team,We were using the Operator to improve some FAQ articles, and it was able to identify some unique English-language articles that contained the word “participant.” Each of these articles has a Spanish-language equivalent, and all of them will need to be updated, but for some reason, updating this with the Operator takes way too long compared to doing it manually, so speeding up some processes would be required to save us some time and be more competitive.Thanks!

Currently, only slack messages sent by individual slack users are sent to Intercom via the Intercom + Slack app. We have some automated alerts in various slack channels that require attention from our support agents. These alerts are sent as message in the slack channels, but from a slack app/bot. We would also like these messages to flow into Intercom as well so that the slack + Intercom integration is a full 2-way integration. The more time our agents can spend in Intercom vs slack, the better!

Hi Intercom team What we'd likeAn admin-level setting that makes the CSAT comment field mandatory when a customer selects a rating at or below a configurable threshold. Today the comment box is always optional, so a large share of our low scores arrive with no explanation at all.Two settings would cover it:Require a comment for ratings below X — where X is set by the admin. We'd set it at 3, but other teams may only want it for 1–2. Minimum comment length — a configurable character minimum (e.g. 10), so a single dot or a space doesn't count as feedback.Expected behaviour on the customer sideThe customer taps a low rating, the comment field appears, and the submit button is disabled. The button stays disabled — with clear helper text such as "Please tell us what went wrong (at least 10 characters)" — until the minimum is met. Nothing is recorded until the comment is submitted, so the customer immediately understands why they can't proceed. Whitespace-only input and a single repeated cha

I’ve integrated Slack<>Intercom together so that clients can start conversations directly in Slack channels and Support can monitor said conversations via Intercom so nobody leaves their desired platforms.Issue is, it does not seem possible to trigger a CSAT score rating upon closing a conversation. This is ultra valuable and since these are our highest priority clients we really want to hear how they like communicating with Support and if this is an effective process. This seems to be available on a lot of channels but not Slack for some reason :(

Currently, we have a channel were non-support agent members of our company can ask our support team questions, and that information is collected in a form that is then posted to the channel. We’d like to use the Slack/Intercom integration, but as is, bots/workflows/forms are purposely ignored and not sent over (per Intercom’s Support team). I think we should have the ability to toggle this on/off per channel (or preferably, per workflow used to integrate with Slack). 

To have great support, our support team has direct access to engineers to ask questions. We have set this up with side conversations in Zendesk so far. That worked really great: the support agent would create a side conversation to a specific team Slack channel asking the question, somebody from the engineering team would react in a thread which again would update the side conversation in Zendesk accordingly.Intercom has side conversation which are fantastic, but that Slack integration is just really really missing for us.What do you think of the topic? Others who’d love to see this in Intercom? 

It would be great to be able to customize Slack notification messages.

I was excited to see that we could have Side Conversations in Slack! Until, that is, I saw that you could only notify channels. What?!As we can send Side Conversations to individuals via email, why can’t we send Side Conversations directly to Slack contacts? It makes the most sense.

Hi team 🤖When an Intercom conversation is triggered from a Slack thread, a private note is injected into the Intercom conversation which is useful.  However it can easily get buried under previous and subsequent replies, which makes it difficult to find. Can we please have this link surfaced in the “Details” tab?  It could easily sit as another item in the “Links” section.  Or even in its own section that could contain other data about the Slack thread. Thanks, Campbell

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.

Currently managing large volumes of mentions (3,000+) requires opening each conversation individually to clear the unread count. There's no bulk functionality for mention management.Requested features:Bulk 'mark as read' option for mentions Bulk 'clear all mentions' functionality Mass selection tools for mention management (similar to conversation bulk editing)Current limitation: Only way to clear unread mentions is going to Inbox → Mentions → Unread mentions, then opening conversations one by one.This would significantly improve efficiency for users with high mention volumes who need streamlined inbox management.

Be able to easily tag outbound calls without a workflow- the same way we can tag inbound calls. This is how we track a lot of our data. 

We turned on credit card redaction and it is now redacting our tracking numbers. The tracking numbers even contain letters so I wonder if there is a way to exclude 15-16 digits that contain letters?

Currently we have no way of seeing a “last updated on” and “last updated by” or a historical change log on any custom answers and that is reporting we need access into. 

Currently the teammate presence setting in help desk shows everyone who is looking at a conversation.  However, as a manager I’d like to sometimes be able to hide my presence. This would be found in the popup menu on the bottom left, which shows after hovering over my profile image.  There would also need to be an additional permission found in Help Desk to allow the ability to hide someone’s presence. For example, all people in the “Admin” role should have the ability to hide their presence, 

Add a native ‘Create Back-office ticket’ action to Fin Procedures, so Fin can create a linked internal ticket automatically when a procedure reaches a defined condition or step—without requiring a teammate handoff or custom API implementation