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Having branded URLs in chats as well would definitely make the customer experience more consistent.

I’ve been trying to find a way to filter my inbox to see only the things I haven’t read yet, similar to the “mentions” view, but there’s no obvious way to do this, and Fin says it’s not possible.  In “Your inbox”, you can see every ticket you have and sort them by “latest activity”, but there’s no way to filter out the things you’ve already looked at or replied to (either via email or note). Instead of seeing every single thing assigned to me at all times, I would like to see an option that lets me filter for:Unread notes from teammates (in case they don’t tag me, which would prevent them from showing up in the “Mentions” view) Unread messages from customers on tickets and tracker tickets that I own Basically what I’m looking for is a way to view notifications in Intercom from both customers and teammates instead of getting an email flood each day. Once read/addressed, I’d like to be able to check it off the unread list. 

The Macros API (GET /macros and GET /macros/{id}) is a great start, but it is read-only. Please add POST, PUT and DELETE so teams can manage macros programmatically, the same way we already can with Articles, Internal Articles, Content Snippets and Folders. Why this matters (real numbers from our team)Our support team runs ~450 macros. Every change is manual copy-and-paste in Settings > Macros. In a recent audit of 427 macros, 261 had at least one issue (typos, broken formatting, invisible characters, duplicates, or text contradicting another macro) and 40 were high priority. We could find all of them, but fixing them means opening macros one by one. A single pricing and regulatory change in October meant rewriting 8 macros. After a compliance check, several had to be edited a second time within 24 hours, with the wrong text live in the meantime. A payment-provider change forced 3 macros to be edited twice in 16 days (a temporary workaround, then a revert). Macros go straight to cus

It would be incredibly helpful to have an edit history log for macros in Intercom. Currently, when a macro is updated, there is no way to see what was changed, who changed it, or when it was changed.Having a version history for macros would allow teams to:Track changes made over time and understand what was updated Identify who made a change if something was edited incorrectly Restore a previous version if a macro is accidentally broken or changed Audit macro updates across larger support teams with multiple adminsThis is especially important for teams managing a large library of macros where changes can directly impact the quality and consistency of customer responses. A simple log showing the date, editor, and a before/after view of the content would make a big difference.

Organizations that only want users to view help desk articles currently have to set the Help Center Audience on a per article basis. It may be advantageous to have an advanced setting that admin users can create for an organization related to the "Help Center Audience" default. For example, my organization only wants Users to be able to view Help Desk Articles.

Changing the phone queue to round-robin style would be beneficial and have a better work flow. This will cast visibility to everyone on the phone queue and agents will know if they’re next in line for a phone call or not. This helps in knowing when you are next to receive a call while working on other assignments or projects. 

Allowing for more help center customization and additions. For example, ability to Add multiple videos in a section for users to learn like a course instead of only adding videos in an article. Allow for more color changes, text fonts and colors. Ability to embed a link in a card for a user to go to another HTML view of a site/guide. 

Problem: There is no way to export Guidance, Procedures, and Escalation rules in bulk. To review them, we must open each item one by one.Use case: We want to analyze the raw text of all items together. This lets us find overlaps, conflicts, and gaps, and get a full overview of how the agent is configured.Idea: A one-click export of all Guidance, Procedures, and Escalation rules as CSV or XLSX. Each row is one item, with columns for name, type, full content, status (live/draft), and last-updated date.

Currently, News items in Intercom Messenger only display as a notification badge, requiring users to manually open Messenger to discover the update.It would be great to have an option to automatically open a News article in Messenger, either as a short preview/snippet with a link to read more, or as the full article. Similar to how it works with posts.Ideally, this could be configured like the post, see below.This would be particularly useful for communicating important product updates, new features and release announcements to existing customers, without requiring them to actively check the News section.

The Problem:We have bugs that arise, just like any other tech company. We’re constantly innovating and pushing updates, and therefore encounter unexpected issues. We typically fix widespread issues and outages very quickly. And we link all customers to a tracker ticket. Fin spends way too much time blindly leading a customer through troubleshooting steps, when there’s a deeper issue Fin is unaware of. How we solve today:It takes a lot of effort to create a snippet, and create guidance for the snippet, to quickly train Fin on a known issue. And then that guidance and snippet has to be manually deleted hours or days later when the issue is resolved. It’s constantly evolving, requiring multiple steps. We create tracker tickets to inform customers and human agents of the progress of issues like this. So I’m training my agents and Fin separately, in two different places. The Dream Scenario: Awareness: Fin is aware of all active Tracker Tickets logged by human agents. Mitigation: Fin autom

Right now, Intercom's Telegram channel (Settings > Channels > Telegram) only supports connecting a standalone bot created via @BotFather. Customers have to find and message a separate bot username, which feels disconnected from the actual business.Telegram now offers "Business accounts" (available to Premium subscribers) that let a company keep its real, verified Telegram account — complete with opening hours, quick replies, greeting/away messages, and a business chat link — while automating replies through the Bot API's business_connection feature. A connected bot can send and receive messages on behalf of that real account instead of a separate bot identity.It would be great if Intercom supported connecting a Telegram Business account as a channel, the same way the current bot flow works today:- Conversations from the Business account land in the Inbox, with Fin and Workflows at full parity- Replies go out through the business_connection, so customers see the business's real na

What I'm requesting:Expose the data from the legacy Help Center Articles report (found under Reports > Proactive Support > Articles) through the Intercom Reporting API, so it can be surfaced and used within AI-assisted analytics tools like Intercom's own Operator/Copilot assistant.The data I'm referring to includes:Article viewer counts (per article, per time period) Reactions (happy / neutral / sad) Conversations triggered per article Last updated dateWhy this matters:We use our Help Center extensively as a first line of support. This data already exists in Intercom — it's visible in the legacy report — but it's siloed from the reporting API, which means AI tools can't access or reason about it.Right now, when I ask Intercom's AI assistant to analyze help center content performance, it can tell me which articles Fin cited in conversations or what resolution rates look like by topic — but it can't cross-reference that with how many customers actually viewed those articles or how

Would love the ability to schedule a special notice for the holidays instead of having to turn it on and off manually in real time.

The ability to bulk edit ticket/conversation attributes is a really key feature that seems to be missing. For example, if we get 20 tickets in all at once that are related to the same product, and headed to the same team - it would be nice to assign all of these at once. Instead, we have to manually click through 20 tickets, and select the 5 mandatory attributes we have chosen for each one (100 fields total) when this could have been done as a bulk edit with just 5 fields.Realistic areas in which this is useful for us:Machine generated alerts for multiple sites, but the same product. Multiple users sometimes raise an alert for the same issue.

Problem:There's nowhere on an article to leave a note for other editors. Anything an editor needs to know before changing an article has to live outside Intercom, where the person making the edit won't see it.Examples of what a note would carry:Linked from the product. "This article is linked from inside our app, do not delete it” Used by Fin configuration. "A procedure or guidance rule depends on this article. Check it before restructuring or removing sections." Owner or reviewer. "Technical content owned by the deployment team. Ask them before changing the steps." Change coming. "This behaviour changes in the next product release. Update it then, not before." Approved wording. "Legal approved the security and data handling wording. Don't reword it without sign-off." Deliberate choices. "Kept separate from the related troubleshooting article on purpose. Don't merge them." Or: "Restricted to a specific audience because it covers a paid feature." Known gaps. "Doesn't cover the sandbox c

Insert comments in the help center draft articles so the team can work in collaboration inside Intercom and not in other tools. Like Google Docs, Figma, Claude…