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Block-type Dynamic Content is currently invisible to the Articles API; inline is partially visibleWe use the Articles API (get_article/update_article) to manage bulk content updates across our Help Center, and we ran a few tests to understand how Dynamic Content interacts with it.Inline Dynamic Content is represented in the body field returned by get_article as a placeholder token:#{{dynamic_content:content-name}}This at least tells us a reference exists and its name, even though the resolved value stays UI-only.Block-type Dynamic Content is completely absent from the API response regardless of whether the block holds text or an image. We confirmed this with three separate tests in the same article: a block-type text entry, an inline-type text entry, and an image inserted as a block. Only the inline entry appeared in the API body; the block-type text and the image were both invisible, even though all three render correctly in the editor and on the live page.This inconsistency matters f

Allow custom "From" addresses when starting customer conversations from ticketsToday, agents can choose a custom "From" email address when starting a side conversation from a ticket, but not when starting a customer conversation. This option should be available for both.For example, when I'm working a back-office ticket that has no existing customer conversation and need to reach out to the customer, I want to choose which "From" address the message comes from.

Over time I would find it helpful if there could be a separate function that allows us to tailor our email preferences more specifically. For example, it would be useful to have the option to distinguish between tickets/conversations and the more general Finn AI updates when using the platform. Screenshot below: 

When I’m setting up an email, I can preview the estimated audience, but there isn’t an easy way to open the full list of users who match those rules.For example, if I have a message with a bunch of audience filters/tags, and I want to double-check exactly who will receive it, I currently have to go to Contacts and manually recreate all of the same filters there.It would be really helpful to have a way to either:Open the full matching audience in Contacts with all of the audience rules already applied, or Copy/export the audience filters so they can be quickly pasted/applied in Contacts.Basically, from the message audience builder, I’d love a “View all matching users” option instead of only being able to preview a subset.This would make it much easier to QA an audience before sending, especially when there are a lot of inclusion/exclusion rules.

Hello,We have auto reply workflow and need to reply only when [Email Recipient count] is 1sometimes we receive email with 40+ addresses in TO or CC and our workflow do reply to all these emails, we need to skip this and do not reply at all in such cases. Currently there is no solution for this.

Auto-flag Help Center articles that go stale when we ship product updates, and suggest the edits needed. This would keep Fin's answers accurate and the knowledge base updated without manual audits/new fin guidance every release.How it would work: we input release notes into Intercom; Intercom surfaces impacted articles and highlights recommendations for sections needing edits and/or net new content.Example Scenario: A feature is changed or removed in our product UI. We paste/upload release notes. Intercom surfaces the exact articles impacted and highlights the recommended edits or new articles. It also ensures that Fin is not surfacing old conversation answers that used to be true in the past. This reduces the risk of outdated content and keeps self-serve accurate.Why it matters: Reduces outdated self-serve content, improves Fin resolution rates (meaning more $ across all customers using fin), and scales KB maintenance as release velocity increases. I imagine even Intercom could levera

Would like my mentions notifications to jump to the message (s) where I am mentioned, not the most recent message in the conversation. Things get lost if a conversation has continued since the note relevant to me and I want to make sure I catch them all without scrolling and squinting. 

Hi Intercom Community! 👋It would be great to have an option to restrict users by communication channel instead of blocking them completely.For example, we may need to block a user from Live Chat while still allowing them to contact us via Email.This would be especially useful when dealing with inappropriate behaviour in real-time channels while keeping a formal support channel available.Would be great to know if anyone else has the same need or if this is already planned.

SummaryWhen viewing tickets or conversations with multiple participants, the tooltip displayed on the Merge option ("Unable to merge this ticket because it has multiple participants") appears directly over the Manage Participants menu item, making it difficult to access.The ProblemOne of the most common actions in multi-participant email conversations is managing the participant list. In particular, I frequently need to remove our support email address when it has been automatically added as a participant through email replies.If the support address remains in the participant list, customers who use "Reply All" can unintentionally generate duplicate responses and additional conversation noise.Unfortunately, the tooltip for the disabled Merge option appears directly over the text of the Manage Participants menu item. As soon as the cursor passes over the disabled merge entry, the tooltip covers the item I'm trying to click.This creates a frustrating workflow where I have to:Wait for the

Events created in Workforce and synced to Google Calendar are currently always marked as Free and use a default color. This means teammates can’t mark certain events as Busy or change the color to better reflect availability or event type. Additionally, because each event is a separate instance, there’s no way to bulk update these properties in Google Calendar. Any edits made in Google Calendar are ignored and overwritten by the Workforce sync.It would be very helpful if:Some synced events could be set to Busy instead of Free Event colors could be customized Bulk edits were possible for recurring or similar events Teammates could customize these options without manager assistance 

As Fin AI Agent takes on more complex end-to-end workflows, some tasks may require access to paid third-party APIs, data, compute, SaaS actions, or other digital services.Today, these workflows can stop when a human needs to purchase or approve access to an external paid resource.We propose allowing Fin to request an approved external service, receive its commercial terms, verify the request against predefined spending policies and limits, authorize the payment programmatically, receive a verifiable receipt, and continue the workflow automatically.Workspace administrators should retain full control over approved providers, budgets, transaction limits, permissions, and approval rules.For example, Fin could need a paid data or verification API to resolve a customer request. Instead of escalating to a human to purchase access, Fin could automatically pay for the approved API call within its assigned budget, receive the result, and complete the customer workflow.This would allow Fin to han

Our teams would really benefit from the ability to create and manage one macro with distinct email and chat versions, automatically selecting the appropriate content based on the conversation’s channel.Current limitationOur teams have to either reuse the same response across email and chat or create separate macros for each channel.Email often needs a greeting, more context, and a closing, while chat benefits from shorter, more conversational wording. Creating separate macros increases the volume of content to manage, clutters the macro library, and requires teams to maintain related responses in multiple places.Requested enhancementAllow teams to: Maintain email and chat variants within a single macro. Automatically insert the correct variant based on the conversation’s channel. Share common wording across variants while customizing elements Easily identify which channel variants are available or need updating. Why: This would reduce duplication, simplify content maintenance, an

How can I add tables to the chatbox? If I try to copy a table and paste it on the chat it was just plain text without a table. Can this be resolved?

Currently, once a reply has been sent in a conversation, it cannot be edited and can only be deleted. This limitation can impact clarity and efficiency, especially when small corrections are needed (e.g. typos, missing information, or minor wording adjustments).We would like to request the ability to edit a reply after it has been sent, rather than requiring deletion and re-sending.Expected Benefit:Improves communication accuracy and professionalism Reduces unnecessary message deletions and follow-up messages Enhances overall user experience and efficiency when handling client conversationsSuggested Behaviour:Allow users to edit sent messages within a defined time window (e.g. 5–10 minutes), or Allow edits with an “edited” indicator displayed for transparency

We’re currently building an internal wiki/information hub in Superhuman Docs. It’s build to be a knowledge hub and team wiki, so it would be very useful to give FIN access to a specific Doc that we create for FIN. A useful feature in Superhuman docs is the ability to sync pages between Docs. This would allow us to sync pages from our private knowledge wiki into a wiki Doc that we give FIN access to.

Summary: When an email is forwarded to our support address with no text from the forwarder, Intercom detects the conversation language as English, based on the forwarder's signature and the mail client's forwarding boilerplate. The forwarded content and the subject line are in German. Language detection should ignore boilerplate and signatures and weigh the forwarded message's actual content. Current behavior:A teammate forwards a German email to our support inbox, adding nothing above the forwarded block. The conversation is created with a German subject and a German forwarded body. Intercom sets the detected language to English. The likely trigger is the English signature and the English wrapper ("Forwarded message", "From / Date / Subject / To").Expected behavior: The conversation is detected as German, since the subject and the substantive body text are German.Why it matters:Wrong language detection breaks everything downstream that depends on it: routing and assignment rules, lang

We use Fin in the Inbox, but we repeatedly run into the same problem: Fin sometimes sends very long messages and occasionally incorrect or irrelevant information.At the moment, Fin only reliably stops once an agent actively replies in the conversation.This is a real issue in day-to-day operations because when I’m on the go, I often can’t reply immediately — but I still need to stop Fin instantly as soon as I see that it’s going in the wrong direction.Feature request: “Stop Fin without replying”I’m requesting a way to immediately pause or stop Fin without requiring an agent to send a message.Clear trigger examplesFin should automatically stop when any of the following happens: The conversation is assigned to an agent An agent takes over / opens the conversation A manual toggle in the conversation header: “Pause Fin” / “Stop AI replies” (one click) Controllable on mobile (e.g. via the Intercom mobile app while on the go) Why this matters Prevents incorrect information from being se

I'd like to be able to add a link or button inside a Help Center article that opens the Messenger with a new conversation ready to send, the same way Intercom('showNewMessage') works on pages where Intercom is installed.Why this matters: I own our Help Desk content. Many articles end with something like "If you still need help, contact our support team." Right now that line can only be plain text or a normal link. Articles don't support JavaScript or onclick handlers, so a reader who wants help has to close the article, find the Messenger launcher, and start a chat themselves. Some readers drop off at that step. Others open a chat without the context of the article they just read.What I'd love to see:A built-in "Start conversation" link or button type in the article editor that opens the Messenger with a new conversation, whether the article is viewed in the Help Center or inside the Messenger. The option to pre-fill the composer text, like showNewMessage('I need help with X') already

I tried out the new Scheduling feature that allows you to schedule an article for publication. It worked like a charm, except that I didn’t realize I had to set the time zone every single time. So, my articles still had to be published manually for two reasons.I didn't set the correct time zone on each article.  I couldn’t find the articles that were scheduled to be published.I would propose the following additional features to make the scheduling feature even better:A setting for a default time zone for scheduling articles to be published or unpublished.  A filter for scheduled articles so they can be found easily. A way to update the schedule on multiple articles at once, including removing the schedule. Imagine that your software release does not go as planned and is rolled back. The tech writer now has to find each scheduled article and fix the schedule one at a time. In my last release, that would have meant updating 179 articles.