Recently active topics

Currently, Fin’s feedback prompts (e.g., “Help Fin understand how they’re doing”) are generated automatically and cannot be customised.It would be helpful if businesses could choose which pronouns Fin uses in these messages, such as “he”, “she”, “they” or “it”, depending on how they’ve chosen to present their AI assistant.This would allow businesses to maintain a consistent tone and personality across their customer communications.

Let admins edit “Rate your conversation” and related copy so the same native emoji rating experience can collect feedback for other contexts, such as product experience, onboarding, or feature feedback, while retaining standard CSAT reporting.  

Currently, when typing a domain (for example: example.com) in notes or messages, it is automatically converted into a clickable URL. There is no option to disable this behavior.It would be very useful to have a setting that allows domains to remain as plain text instead of being automatically linked. This would help when domains are written for reference and should not be treated as links.

We receive a high volume of emails every day in Intercom, and they come in as conversations alongside Messenger chats.It would be really helpful if we could set different notification sounds based on the channel. For example, we would like Messenger chats to have a distinct sound so our agents immediately know that a customer is waiting for a live response, while email conversations could use a different sound or have the sound disabled.Since Messenger requires a much faster response time than email, having the same notification sound for both makes it difficult for agents to know which conversations need immediate attention without checking Intercom.Ideally, notification settings could be customized by channel, such as:Messenger: specific notification sound Email: different sound or no sound Other channels: customizable as neededThis would be especially useful for teams that handle both high-volume email support and live Messenger conversations from the same inbox.

Feature Request: Channel-Specific Notification Sounds and More Noticeable Live Chat AlertsI'd love to see more granular notification preferences in Intercom, especially for teams managing both live chat and email.I know Intercom already allows teammates to choose a notification sound, enable notifications for specific team inboxes, and receive desktop alerts.But the challenge is that all incoming conversations still sound pretty much the same, regardless of how urgently they need attention.For context, our FRT targets are: Live Chat: 2 minutes Email: 2 hours Phone: 1 minute Phone consistently performs best for us, and I think part of that comes down to how noticeable incoming calls are. There's a distinct ringtone and a prominent pop-up, so teammates know immediately that something needs their attention.Live chats require almost the same urgency, but they don't get the same treatment. A new chat can easily get lost among email notifications, assignments, and other inbox activity.An

The current iteration of “Scheduled Replies” doesn’t really do / execute how one would assume. Currently, the reply you’ve scheduled is snoozed and then reopened at the selected date / time that you want the message sent for you to manually send the reply. Additionally, there is no way to edit the draft either. Lastly, it would be preferred for the drafts to be stored in a different view than snoozed since those host current / active conversations on hold. Something that hasn’t even been sent yet should be placed there. It’s my hope that the following changes be reviewed for their viability in future iterations of the service:The message can be sent automatically at the date / time selected rather and re-opening. This ensures that if the person is away or OOO that the response can be sent automatically.  While waiting for the date / time to send - the message should be editable.  Create an individual view for these “drafts” so they can be located easier. Active conversations in snoozed

When a procedure is active in a conversation and reaches the “Loop in a teammate / agent” step, teammates should be able to add internal notes to the conversation without having to take over the conversation and stop the procedure.Currently, adding an internal note seems to require the teammate to take over the conversation, which would interrupt the procedure. It would be helpful if internal notes could be added while allowing the procedure to continue running. 

Description:In our current CSAT workflow, we occasionally see customers accidentally click a negative rating and then immediately change it to a more accurate, positive score (e.g., from “Terrible” to “Great”). However, Intercom currently triggers workflow branches based on the first submitted CSAT rating, not the final one. This results in workflows being misrouted, customers receiving unnecessary follow-ups, or agents being wrongly notified for poor feedback that was actually revised. Request:Introduce the ability for workflow branches to trigger only after the CSAT input is finalized, i.e., after a brief delay or when the customer has stopped interacting with the CSAT for a set time (e.g., 30 seconds). Alternatively, allow the workflow to consider the last rating submitted, not just the first. Why it matters:  Reduces false negatives in CSAT reporting Prevents unnecessary escalation or remediation steps Improves accuracy of agent performance tracking Enhances customer experien

I’d like to do business days rather than calendar days in the wait time series when sending automated messages. This is especially important if we are evaluating how long a message has been abandoned for as a weekend is already 2 days.

We would like to suggest an improvement to phone call search functionality.Today, agents can easily search for chats, emails, and tickets using the Inbox search functionality. We would love to have the same capability for phone calls, allowing agents to quickly find and access call records by searching for a phone number.We are aware of the Contacts feature, but this is not a suitable workaround for us. We cannot grant all agents access to Contacts because our Intercom workspace is shared by two sister companies within the same group. Providing access would allow agents to search and view customers belonging to the other company, which creates privacy and access-control concerns.We would love the ability to search phone calls directly from Inbox Search by phone number, just like agents can search for chats, emails, and tickets today. This would allow agents to quickly locate relevant call records without requiring access to Contacts.

The problemWhen a customer sends an attachment in a conversation, the only option in the Inbox is to download it. To check what the file contains, you have to save it and open it in another program. This slows agents down and leaves company devices full of downloaded customer files.It’s worse with forwarded emails. Customers often send .eml or .msg files, and the Inbox can’t open them. Agents then need a separate email client such as Outlook just to read the attached email.The suggestionAdd an in-app preview for attachments, so agents can view a file without leaving the conversation. It should at least support:PDF, Word, images, emailfiles (.eml and .msg) Why this helpsAgents can handle conversations faster without switching between appsThere’s no need for Outlook or another email client just to read forwarded emailsFewer customer files are stored locally, which is better for privacy and security

We would like to leverage the internal notes further to really optimise operations.The use case example we have is ticket feedback. The current process is as follows:Agent sees feedback opportunity Agent triggers reusable workflow for ticket feedback submission Automates an internal note template Agent fills out the template using free textHowever, this is quite an arduous process for agents, especially when ticket volumes are high or coverage is limited. We want to further optimise this process directly in Intercom. The idea being that when the internal note is triggered, instead of a free-text field, you could present them with a form of sorts, where they can select from single- or multi-select, short text, etc. options. This way further simplifies the feedback process and secures better engagement and data accuracy. So the proposed flow would be:​​​​Agent sees feedback opportunity Agent triggers reusable workflow for ticket feedback submission Automates an internal note template wit

It would be incredibly helpful if Fin AI’s Content & Source Guidance allowed us to reference entire Help Center collections (or even tags), instead of requiring individual article links.Right now, our Help Center is structured so that multiple articles live under the same topic within a collection. When configuring Fin AI guidance, we have to manually add each article one by one. This creates a few challenges:There’s a character limit in the guidance field, which makes it difficult to include all relevant articles It’s time-consuming to maintain, especially as content grows It’s not scalable, every time we add or remove an article, we need to manually update the guidanceBeing able to point Fin AI to a collection (or dynamically include articles via tags) would make this much more efficient and future-proof. It would ensure guidance stays up to date without constant manual intervention.This would be a big quality-of-life improvement for teams managing larger, structured Help Centers

Would love to be able to customise the articles shown as related or relevant below another article. The content-based relevancy score does not necessarily create the most fitting recommendation list for some of our articles. 

I’d like an alert to pop up if a member of my team tries to send a message (email or chat) and the message contains PII. The reason being, I want the agent to double check that any PII in the message should be included in their message and it’s being sent to the right person, to prevent GDPR breaches. Zendesk automatically shows a "Missing attachment?" warning message when you type specific words or phrases in a ticket reply without actually adding a file. I imagine this warning message working in the same way, but for PII instead (email addresses, phone numbers, postal addresses.) I can’t find any app integrations that do this, and I don’t want to redact PII from conversations. I want the message to not be sent by agents if incorrect PII is included, to prevent data breaches. I imagine a custom trigger could be very useful for many companies, not just for PII. For example, flagging that if any message contains certain keywords such as ‘chatGPT’ or ‘Claude’ the message is flagged befor

Currently, when setting up News, you only have the option to send them as a badge.I’d like to have the option to send them as a snippet, like it happens for chats.This is currently blocking me and my team to use News as a feature for product updates.