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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.

When a workspace has more than one WhatsApp number connected, there’s no way to choose which one a POST /messages WhatsApp template send comes from. The API picks a number itself, and nothing in the request or the workspace settings controls which.We have two WhatsApp numbers in one workspace, one for customer support and one for partner support. We want to automate sending partner onboarding templates, but sends through the API go out from the customer support number. The replies then land on the wrong line and the partner sees an unfamiliar number. Outbound messages and Series already let you choose the number, but the API doesn’t.Request: an optional field on POST /messages for the sending WhatsApp number, by phone number or by Intercom’s id. When it’s left out, keep today’s behavior.

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. 

Current experience:When creating a macro, fill-in fields must be created and named individually for each new macro, even when the same fields are commonly used across multiple macros.Requested feature:Add the ability to create and save a reusable list or library of fill-in fields. When building a new macro, users could select commonly used fields from this saved list rather than recreating and renaming them each time.Value/Impact:This feature would save time when creating and maintaining macros, reduce repetitive setup, and help keep fill-in field names consistent across multiple macros. It would be especially valuable for teams that frequently use the same types of fill-in fields across their workflows.

Right now, macros in the Inbox composer only insert body content — the Subject line always has to be typed manually by the teammate before sending, even when a macro is being used for a very specific, repeatable scenario (e.g. a closure confirmation, a verification request, a bonus/promo response).For teams sending the same categories of email repeatedly, this means every send still needs a manually-typed subject, with no consistency guarantee and an extra manual step that's easy to forget or get wrong — especially across multiple brands/languages where the correct subject wording varies.Requested feature: allow a macro to optionally carry a pre-set Subject line, so that when the macro is inserted into an email reply or new conversation, the Subject field auto-fills along with the body. This would make macros function as true one-click email templates rather than body-only snippets, and would reduce inconsistent or missing subject lines across a support team.

Problem:When Intercom's built-in duplicate-conversation detection identifies that a customer has another conversation with recent activity, it writes a system-generated internal note on the conversation. This signal is currently a dead end for automation and triage:- Workflows can't react to it. The only workflow trigger that fires on notes is "Teammate adds a note," which explicitly only fires on notes added by a human teammate — not system-generated ones. There is no trigger for "system note added" or "duplicate conversation detected."- Inbox Views can't filter on it. Custom views support filters like tag, team, SLA, channel, and conversation data attributes — but not note content, and there is no corresponding conversation attribute capturing "has a potential duplicate" that a view could filter on instead.Impact:Teams that want to proactively queue up likely-duplicate conversations for merging have no way to build that queue. The only option today is manually tagging conversations b

Currently, if I want to view or edit chunks of saved dynamic content, I need to go to Knowledge / Content / Create Content. To me this, is not logical. It would be better to have pre-saved content available in Knowledge / Sources OR Knowledge / Content / Content sources. 

At the moment, it is easy to see dynamic content block when the topic is in ‘edit’ mode. However, once the topic is closed, it just looks like any other text. A faint grey outline would fix this. 

Currently the only filter options for conversations tags are: Is Is Not Is Unknown Has any valueThere needs to be an option for ‘contains’ / ‘ doesnt contain’Reasoning being that f.e. our marketing team sends out outbound messages via intercom and tags them all starting with [Prod Comms]. And I would like to filter out any replies with contains ‘[Prod Comms]’, but instead I would be forced to select every single tag individually, which at this point is hundreds of different tags.

Feature Request: Dynamic Rep Prioritization by Conversation TypeProblem:When conversation volume spikes for a specific conversation type, reps who are capable of handling that type currently need to manually pull conversations or actively monitor queues to help with the overflow.Requested Feature:Allow reps to be assigned a primary and secondary priority for specific conversation types. When volume exceeds a certain threshold in a queue, Intercom could automatically route overflow conversations to reps who have that conversation type as a secondary priority.Example:A rep’s primary assignment is Payroll Support Chats, but their secondary priority is Payroll Support Phones. If Payroll Support Phones volume spikes and exceeds the available capacity of the primary Payroll Support  Phones team, Intercom could automatically route some of those conversations to another rep if they are available rather than requiring someone to manually redistribute the workload.Expected Benefit:This would pro