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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, 

Some clients have super long signature with images, disclamers and long text. This creates a lot of unnecessary content within the Intecom conversation. I would love a feature that automatically identifies signatures and remove them from the conversation (or at least make them invisible) 

Add the ability for support leaders to review and calibrate the work of their QA reviewers within Monitors for Humans — equivalent to Zendesk QA's (Klaus) who use a chrome extension to have the ability to review the reviewer. Problem As Head of Support, I'm responsible not just for agent quality but for the quality and consistency of my reviewers' assessments. Today, Intercom's Monitors for Humans lets me review agent conversations, but there's no  way to review the reviewers themselves. This leaves a gap: I can't verify that scoring is consistent, fair, and aligned across the QA team, and I can't close the loop on the review process itself.

Hi Intercom team,I’d like to submit a feature request regarding forwarded emails and quoted content handling in Intercom. Feature requestIt would be very helpful if Intercom could preserve and expose the full forwarded email content, including quoted messages and attachments, regardless of which email client was used to forward the email. Current behaviorWhen an email is forwarded from the web interface of the email provider, the forwarded content and attachments are visible in Intercom as expected.Example conversation:https://app.intercom.com/a/inbox/iln7babw/inbox/shared/all/conversation/215474365038458?view=ListHowever, when the same email is forwarded from Apple Mail on macOS, the quoted forwarded content and/or attachment is not visible in Intercom.Example conversation:https://app.intercom.com/a/inbox/iln7babw/inbox/shared/all/conversation/215474364926343?view=List Why this mattersOur workflow depends on reading forwarded customer emails inside Intercom and also accessing this con

The IssueFin automatically sends the "Did that help?" prompt after every response. When customers say "Yes," the conversation closes immediately. This breaks workflows where Fin provides an explanation but still needs to collect data or perform a handover.Example: Customer: "I want to change my email." Fin: Explains the requirements and asks: "Please provide your new email. Did that help?" Customer: Clicks "Yes" (out of politeness). Result: Fin closes the ticket before the customer can provide the email. This leads to negative CSAT and duplicate tickets. Requested Improvements Toggle Auto-Reply: Ability to disable the "Did that help?" prompt for specific Procedures or Intents. Logic-Aware Closing: Fin should recognize if he just asked the user for information; in these cases, the success prompt should be suppressed. Custom Follow-ups: Allow the "Yes" button to trigger a specific next step in some cases (not for all conversations) instead of an immediate close. Business Impact

 Summary: The current email composer/reply pane within Intercom conversations is too small, creating workflow challenges—especially when drafting long responses or working with screenshots. Current LimitationAccording to FinAI’s assessment (Feb 2026), “The email composer in Intercom doesn't have a built-in option to resize or make the composition pane larger within a thread. The composer size is fixed in the interface.”This limitation becomes especially problematic when:Crafting long replies that require thorough review before sending Adding and reviewing multiple screenshots Editing complex messages that need more visual space Supporting detailed technical troubleshootingWorkaroundsIntercom teammates currently rely on non‑ideal workarounds such as:Drafting content in a full‑screen Help Center Article editor Drafting in a blank Outbound Email (full-screen editor) Copying/pasting the draft back into the conversation thread Requested EnhancementAdd the ability to:Resize the reply/compose

When working from an Intercom conversation, attachments are visible in the thread, but there is no easy way to reuse them in another workflow without manually downloading and uploading them again.This creates unnecessary friction, especially when support teams want to:- forward an attachment externally- attach the same file to another tool or workflow- reuse customer screenshots from a conversation without manual copy/paste workExpected behavior:Intercom should allow agents to directly reuse existing conversation attachments, for example by:- forwarding them with the conversation- exposing a stable “reuse attachment” action- making it easier to pass them into integrations or follow-up workflows without re-uploadingCurrent behavior:Agents must manually download the file from the conversation and upload it again somewhere else.Why this matters:This costs time, breaks flow, and is especially annoying when handling lots of screenshots and customer-provided files.

I am requesting a date only attribute that can be used in workflows. We onboard new customers and have them fill out a date that they plan on transitioning into our product. The time zone is irrelevant for what we need. Currently, we have to use the text attribute to capture the date and then a human transfers that date into a date/time attribute. I know that there are outbound messages we can use with the date/time attribute but that is not ideal from a customer experience perspective.   This will also be beneficial to use with Procedures. 

Some customers are entering their inquiry in the “name” field by mistake, leading to names that are whole sentences. This is causing issues when the name is pushed to external systems that limit the length of name fields. Can a feature be added to allow a custom length limit for the name field?

Currently, notification settings are global and apply across all inboxes and activity types. This creates noise for teams who only work in a specific inbox at a time (e.g. live chat and later emails after hours), as they receive notifications for all inboxes and for teammate actions like assignments, closures, and internal updates.It would be valuable to:Configure notifications per inbox Separate customer activity (messages/replies) from teammate activity (assignments, status changes, etc.)This would help teams stay focused on real-time customer conversations without unnecessary internal noise.

Currently in the Inbox, any workforce management settings are the same regardless of whether the conversation is email or messenger (chat) channel. This doesn’t really work for our team. While we can allow way more emails to come into their individual queues, there is a smaller amount of chats that they can handle at one time before becoming overwhelmed given the live nature of those interactions. We have also gotten feedback from agents that they would prefer if they could set different sound notifications based on channel so they can more quickly detect when they have a new chat vs a new email. Another thing they’ve asked is if a new chat could immediately pop up on their workspace or some other visual cue to make it easy to detect. There also isn’t a way to currently sign-in to only receive chats and not email conversations. It would be better if you could choose Email, Chat, or Phone and let that be a multi-select. I think that by making Chat more of its own channel in the administ

Hi! We would like the Special Notice we post to remain visible in the chat window at all times, even after the user has started writing messages. At the moment, it disappears after the user sends their first message, which is unfortunate as not everyone notices it. This is particularly evident on days when we have a one-hour closure in the middle of the day.

It would be very helpful to be able to manage the snippets via the intercom API for a variety of maintenance tasks and for changes in operations to review and purge outdated snippets as well or to transform that content into guidance or procedures etc where needed.  List snippets using the Developer API