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Currently we can use our phonenumber only on Intercom. But Intercom is limited in using this number and sending messages there. It is not even possible to use Intercoms API to send a transactional mail programmatically. It would be nice, if we could send transcactional mails with our own system through the WhatssApp Cloud API and then also connect Intercom to the same WhatsAPp Cloud API.

Currently, tags can only be applied to back-office tickets that have been shared with the customer. If a back-office ticket is internal-only (not shared), the tagging option is unavailable entirely.Ticket attributes could work, but are limited, e.g. no attribute that allows multiple selections/options like tagging does.

Currently within the Let Fin Handle boxes there is the option to Follow up with inactive email customers. But we don’t have a way to fine tune which interactions Fin should follow up with. As an example, if a customer has had a conversation with Fin where all the possible options have been exhausted and the customer has stopped replying, we want to give Fin guidance to not reply if there is a specific conversation topic (attribute) that has been detected. We want Fin to be able to send the follow up as needed, but want to be able to give Fin some instruction to NOT follow up based on a topic, or guidance. At the moment it is either on or off.  

The Problem:Currently, all custom away reasons are visible to every teammate workspace-wide. This creates unnecessary noise for departments with different workflows.The Request:Add a setting to restrict specific away reasons to certain Team Inboxes or Roles.This will: Reduce Clutter: Agents only see statuses relevant to their role. Improve Accuracy: Prevents teammates from selecting irrelevant statuses by mistake.

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

As the Manager of the Customer Onboarding team, we heavily rely on sandbox environments for customer enablement. Ideally, I’d be able to have tooltips that I can set to be persistent beyond the initial interaction so users can go back and review them as they’re learning the software platform.

Today you have 3 options:Export conversation metadata in bulk (but that does not have the actual content of the conversations) Export individual conversation content (but not bulk) Export bulk content with API calls (one for conversation list and multiple calls for the contentIt would be great if we could bulk export conversation content via the UI. Ideally, it would be an extra checkbox in the list of available data you want exported for conversation data.

As many people have a lot of SLA’s for each workflow and product, could there potentially be a way that we can create some sort of way to add an edit function to go with these as SLA’s are always changing and having to delete them entirely to amend each change can be a nightmare. I feel this would save a lot of time and extra things if it could be possible to do.

Hey everyone! I’m Visharad, one of the maintainers of openui. We are doing some really fun stuff with generative UI. Would love to connect and collaborate with folks here and contribute to the community!https://www.openui.com/ 

It would be really helpful to have an export option for the full list of tags in a workspace (Settings → Tags), so we can download them as a CSV or similar file. Currently this is not a possibility.

Feature Request: Extend URL Security Signing Window (30 to 60 Mins)The ProblemThe current 30-minute security signing window is too short for large API data transfers and complex transcriptions. This leads to transcription loss when the signature expires before the process finishes.The SolutionIncrease the maximum URL security signing window to 60 minutes.Security & Infrastructure FAQGDPR/SOC2: A 60-minute window remains a "short-lived" credential. It does not alter encryption standards or data privacy controls.GCS/S3 Compatibility: Standard cloud providers (like AWS) easily support pre-signed URLs for much longer durations; this is a minor configuration change with zero infrastructure risk.Risk: The URLs remain temporary and on-demand, providing necessary "headroom" for data without increasing the attack surface.The BenefitThis change ensures data integrity for high-volume users and enterprise integrations.Are you also hitting the 30-minute limit? Upvote to let the team know!

My team has asked about a way to navigate through tickets quicker in their views. They used the “Play” button in Zendesk that would start with the first ticket and allow you to reply to the ticket and move to the next ticket. Granted Zendesk the ticket and the ticket conversation were two different screens where intercom is not. My suggestion is to have a shortcut to go to the next or previous ticket in the current view.

We use required attributes in our setup, but some agents like to hide panels to make it easier on the eyes. The problem is that when they are trying to close tickets they forget they need to fill in attributes if its missing before closing the conversation out. Right now if you have the details panel hidden and try to close the ticket nothing happens. No message, no popup, panel doesn’t open, ticket doesn’t close. My suggestion is to have the panel pop open if its hidden when the agent tries to close the conversation and it requires more information.

Currently, the system has limited visibility of team activity on tickets. While there is some functionality to see others on a ticket, it's not consistently reliable or prominently displayed. Moreover, there's no indication of when someone is actively composing a reply.As a support team member, I need a more robust presence indicator to prevent ticket collision and duplicate responses to better coordinate with colleagues on complex customer issues. An improved system showing who's viewing tickets and actively responding would significantly reduce overlapping work and enhance our collaboration efficiency.Other platforms like Zendesk and Freshdesk implement this with avatar indicators in the conversation header. A similar approach would be intuitive for Intercom users.Implement a visual presence indicator system that shows:Profile pictures of agents currently viewing the conversation Clear indication of which agent is actively typing a response Optional preview of what's being drafted (s

If an agent or lite agent has notifications turned on for mentions they get an email that is similar to: After a discussion around why replying to the email notification was creating new threads I was told that its not actually a feature that intercom supports. My suggestion is to allow replies to the notification, like it is suggesting to the receiver. Short term, I would ask that the “Write above to add note” goes away and a message saying NOT to reply to the email is added so there is less confusion. Our lite users are not in intercom unless needed so the alert is a bit confusing.

When an agent is handling a chat and then converts the chat into a ticket, the ticket gets assigned to another live agent instead of the agent that was handling the chat.

The Problem: Currently, setting up Fin Data Connectors is a high-friction process. For every action we want Fin to take, we have to manually: Create a new Connector. Define the endpoint. Manually map and explain each data attribute so Fin understands it.  This significantly increases the "Time to Value" for Fin. If I have a complex B2B API with 50 endpoints, it takes days to set up, rather than minutes. ⏳ The Solution: Introduce a "Bulk API Mapping" feature. Instead of manual entry, allow us to provide a URL to our API Documentation (or upload an OpenAPI/Swagger JSON/YAML file) and the Global Authorization headers.How it would work: Doc Ingestion: Fin "reads" the documentation and automatically maps the available endpoints. Semantic Understanding: Since modern API docs are well-designed, Fin can use its native LLM capabilities to understand what each endpoint does without us writing a manual "explanation" for every single one. Global Auth: Set authorization once at the root lev

Currently there are no APIs around Monitor data. We need to be able to export data easily