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Hiya! We have 2 feature requests for the "Teammate reviews" monitors:A few times, we've run into a situation where we'd like to remove a conversation from the review, either because nothing happened in the convo (e.g. customer just dropped off without saying anything), or because the conversation was so trivial as to not be worth reviewing at all. We have also occasionally wished to change who the reviewee is on a review -> it looks like it assigns the reviewee based on who closed the conversation, but we do have cases where one person takes the majority of a conversation, and then for whatever reason, it's reassigned to someone else who does the last little bit and then closes it. It would be great to have the option to reassign from the review panel.Third bonus request:Having to click update on every single manual criteria is a bit annoying, especially on criteria where there are multiple ratings reasons -> if it's not possible to remove the requirement to click "update", then

Problem:Once a content recommendation is accepted or rejected, there's no history to show what was suggested, what was decided, by whom, and when. We also can't assign a recommendation to a teammate to work on.Why it matters:We need to show which changes were made to Fin's knowledge and why, and to tell whether a rejected suggestion keeps coming back. Without assignment, recommendations rely on one person checking them, which doesn't scale across a support team.What we'd like:A history view of every recommendation, with its outcome, who decided, when, and a link to the resulting change. The ability to assign a recommendation to a teammate, with a status, the way a ticket works.

Currently, Fin for Ecommerce pulls inventory data from Shopify and automatically labels any product with zero or negative inventory as "out of stock." This occurs even when the "allow customers to purchase this product when it's out of stock" (oversell) setting is enabled in Shopify for pre-order items.Impact:Fin provides misleading information to customers by stating available pre-order items are "out-of-stock". This creates unnecessary friction and directly results in lost sales.Requested Solution:Intercom should provide a toggle or configuration setting that allows vendors to control how Fin interprets and presents inventory status. Specifically, Fin should recognize Shopify's "allow oversell" metadata and treat those items as "in stock" or "available," rather than defaulting to a hardcoded inventory count.

Current Behavior & Problem:We have configured Fin AI Agent so that it should only reply to the original sender of an incoming email. However, when an incoming email contains multiple recipients in either the "CC" or "To" fields, Fin AI ignores this setting and executes a "Reply All", automatically sending bot responses to every single recipient included in the thread.This behavior poses a severe data privacy risk for us. Fin AI might share account-specific data, resolution steps, or internal context with external third parties who were included in the "To" line of an incoming email, without explicit authorization to receive that specific response.Requested Feature / Fix:Fix the "reply only to sender" setting so that Fin AI strictly addresses only the single primary sender (From / Reply-To address).Ensure Fin AI completely ignores additional recipients in both the "CC" AND "To" fields during automated responses.This is critical for teams handling sensitive customer data over email.

Problem:A guidance rule or procedure that is paused or in draft on the live version can't be changed inside a release. It doesn't show up there as something you can edit or set to active. As far as a release is concerned, it doesn't exist until someone switches it on in the live version, outside the release.Why it matters:Releases are how we want to ship changes to Fin: bundled, tested with evals, ramped, and reversible. A new rule or procedure is often the change itself. It's the change we most need to stage and test, and the only way to ship it right now goes around the release.What we'd like:Draft and paused guidance and procedures shown in a release, where they can be edited and set to active. They would then go live when the release publishes, with the same pause and revert as everything else in it.

Problem:Every conversation started in the Fin preview lands in the live inbox as unassigned, alongside real customer conversations. Our support engineers work from that view, so each test conversation looks like a customer waiting for a reply. It's frustrating for the person testing as well. After every preview session I assign the conversations to myself just to get them out of my teammates' way. That's an extra manual step on every test, and it's the opposite of what preview is for.Why it matters:It distracts the team and discourages testing. Test conversations pull attention away from real customers, and when you know someone will see each test, or each test means cleaning up after yourself, people test less.What we'd like:Preview conversations kept out of the inbox entirely, or assigned automatically to the person running the preview, or put somewhere separate that team views don't include. The person testing should be able to go back to their own preview conversations without anyo

Suggestion to add domain matching to auto-match a user to a company based on the company domain. This can be an optional toggle. When Company A has an email domain (@test.com) set, and a user from Company A (user@test.com) logs into the platform and a user is created in Intercom, they should to automatically get associated with Company A.

Our Tier 1 agents' sole mission is to reply to customers. Currently, their navigation menu is cluttered with upsell buttons displaying "Upgrade" or "Passer à un forfait". Insufficient role management: I have already edited my agents' roles to revoke their access rights to these specific modules, but this is not enough to hide these upsell buttons from their interface. Loss of efficiency: The essential tabs (Inbox and Contacts) are no longer at the top and bottom edges of the menu, but pushed aside by these paid incentives. This disrupts the team's habits and muscle memory. Unnecessary targeting: Agents endure this visual noise daily despite having no decision-making power over purchasing a Pro license. The desired solution: Link the menu display to user permissions and roles: Automatically hide the "Upgrade" badges and buttons for agent profiles, especially if their access rights to these features have been disabled by the administrator. Allow menu reorganization so agents can on

We would love to analyze and update workflows and Fin training setup through API, but this does not seem possible currently.Could you include this, or create a separate API for broader setup access? Or let me know, if I just missed it, if this is already possible. 

I want to be able to create new tags when I am working in a workflow for example. Today I need to  leave the workflow and go to settings when I need a new tag.It would be nice to be able to create new ones from every tag menu in Intercom

At the moment to get an anchor link to a section of an article, you need to click Edit, scroll down to the section and then you have access to copy the anchor link. You should be able to copy the anchor link when just viewing the article, you shouldn’t have to go to edit it. 

Put real time translation onto the mobile app for conversations that are escalated so teams can be on the go and still answer leads.

Right now, the billing date for a subscription can’t be changed from the workspace settings. It would be really helpful to have the option to adjust the billing date so it better aligns with our internal billing cycles and finance processes.Allowing admins to update the billing date directly in the subscription settings would make planning and budgeting much easier.

Please add a ringtone whenever a call is being received. It would also be nice if we could set preferred ringtone.

Right now the Intercom API and MCP connector can create, read, and search Help Center articles, but there's no way to work with Knowledge Hub internal articles. We'd love to see internal articles supported the same way.When trying to build a skill that creates Internal Articles for team use only, Claude tells me that The Intercom connector has no way to make internal articles, only public ones.