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Please allow us the ability to toggle off Fin replies for a specific ticket where we do not want Fin to be a part of the conversation.

The problemThe Intercom MCP server gives AI tools (Claude, ChatGPT, Cursor, etc.) access to conversations, contacts, companies, and Help Center articles. But there’s no way to retrieve performance data for outbound content — Series, Emails, Posts, Tours, Surveys, Banners.As a Customer Success team, we use Intercom for onboarding Series and email campaigns. We’d love to ask our AI assistant questions like:“How did our onboarding Series perform last month?” “Which email in the Series has the lowest open rate?” “Compare click rates across our last three campaigns”Right now, the only option is to export CSVs manually from the UI and upload them to the AI tool — every single time.The data already existsThe Data Export API (POST /export/content/data) already exports delivery and engagement stats for outbound content: receipts, opens, clicks, replies, completions, dismissals, unsubscribes, bounces, plus Series completions, disengagements, and exits. So this request is mainly about exposing wh

New Support Stack episode with ​@Dawn, AI Knowledge Manager at Fin. She's turned that vague instruction into a concrete 14-factor checklist you can run against any help article — the things that break AI retrieval and human comprehension at the same time (ambiguous references, missing alt text, steps buried in prose, headings that don't match how customers actually ask). Then she runs the whole check live as a single Operator prompt: what passes, what fails, and exactly what to rewrite.Watch Dawn’s second episode on Support Stack here!

Actualmente Fin responde en cuanto detecta un mensaje, incluso si el usuario todavía está escribiendo varios mensajes seguidos. Esto puede causar respuestas incompletas o confusas cuando el usuario aún no ha terminado su pregunta. Sería útil que Fin detecte cuando el usuario sigue escribiendo y espere unos segundos (por ejemplo 30–60 segundos) antes de responder. Esto mejoraría la experiencia en conversaciones donde los usuarios envían mensajes en varias partes.

Odd title I know, I’ll explain. When a Note appears in a conversation, teammate’s composer automatically switches to Note instead of Reply.I understand that the assumption here is that if we receive a note we’re usually leaving a note back, but this is not the case always.For example, in a couple of workspaces I have workflows which automatically leave notes as tips, advices, reminders etc to my teammates based on various things a customer might say, their user data, custom attributes and all other things.However, my teammates have complained that while this is useful, the fact that it’s switching to a Note while they’re typing is very frustrating as it’s interrupting them.I think Intercom should make a distinction between a manual note left by a teammate, and those left by a workflow, and have the latter not follow the same logic.

In the snooze options for a chat, is there a way to set one of the options to be "last used"?I typically snooze chats to just before the start of one of my next shifts, so this would be very helpful and save me from going to "custom" every time to select the same date/time repeatedly.The current macro options won't work for what I want because they can only support duration-based snoozes.Thanks

I'd like to request that Intercom restore and improve touchscreen navigation and S Pen compatibility in the Inbox interface, specifically on my Samsung Galaxy S24 Ultra.What worked well before:Two or three years ago, using Intercom with the S Pen on Samsung Galaxy devices was an excellent experience. It was more precise and convenient than regular touch controls and significantly improved my productivity.Unfortunately, S Pen interactions deteriorated so badly last year that I eventually stopped using the pen entirely.What has changed recently:Over the past 10 days, recent UI updates have also significantly degraded regular touchscreen interactions on my Samsung Galaxy S24 Ultra.Scrolling to the top or bottom of certain menus and panels no longer works properly. I sometimes have to select text and drag it up or down just to reach menu options. Touch navigation feels less responsive, less accurate, and less reliable overall. The only noticeable improvement has been the ability to swipe c

Intercom should get rid of the Subject field in SMS conversations in the messenger. It’s misleading and useless since text messages don’t carry subject lines.

Our team would benefit from a simple integration between Intercom and RescueMe/LogMeIn (and other remote tools) that allows support agents to initiate remote assistance directly from a conversation. The goal is to generate a one‑click session link for the customer within Intercom, so they can start a remote session without leaving the Messenger or conversation view. This would streamline troubleshooting and reduce friction for customers who need guided assistance. A lightweight API-based integration that generates and returns a session URL to Intercom would enable this workflow.

c'est pratique de pouvoir définir les jours fériés par pays, mais on devrait pouvoir indiquer quel message reçoit le client selon le jour férié pour personnaliser l'expérience, par pays et par jour férié. Possible de remonter la demande d'amélioration ?

I really like the new fill-in fields feature for macros! It would be great if we could also use it to add hyperlinks to specific words or phrases, or use simple HTML markup to achieve this.For example, the macro text could contain the word “link” and a fill-in field for the URL. After applying the macro and entering the URL, the word “link” would become clickable in the final reply, keeping messages clean and professional.

Product idea: "Always Surface" markers for AI-highlighted article sectionsThe problemWhen AI assistants answer questions from articles, they pick which parts of the content to use. Authors have no control over this. A critical section (a warning, a prerequisite, a pricing caveat, a key step) can get skipped or buried, even though the author knows it must always reach the reader.The ideaLet authors mark a specific section of an article as "always highlight." Whenever AI draws on that article, it must include or prominently surface the marked section in its answer, instead of treating it like any other text.How it could workIn the editor: the author selects a section and applies a flag, such as a "Highlight for AI" toggle, a callout block, or a tag. Behind the scenes: the marker is stored as metadata on that section, so retrieval and answer generation can see it. In the AI's answer: if the article is used as a source, the flagged section is always quoted, summarized, or linked, and visua

Right now, Fin AI usage limits (alerts and hard limits) are configured at the workspace level. This means all users — regardless of plan or segment — share the same usage budget. For teams rolling Fin out to different audiences (for example free trial users vs paying customers), it would be very helpful to set separate usage limits per audience or segment.Example use case:Free trial users: lower monthly Fin outcome limit Paid customers: higher monthly Fin outcome limitThis would allow teams to safely enable Fin for larger audiences without all users competing for the same usage budget.

As of right now, Email notifications are sent 3 minutes after a teammate reply if the customer hasn’t seen the message in the Messenger, and multiple replies are grouped into a single email after a short pause. The only setting around this is to either enable or disable notifications.  I’d like to see the ability to either extend the time past 3 minutes, or adjust some other frequency related sessions. We regularly have users complain about the amount of emails sent to them for intercom chats. 

Customers would like to be able to minimise the chat while working or be able to move it so they can still continue to work. Currently the only way to do this is to click the back button then the cross to minimise, very clunky.

Sorry if this has already been suggested, it is similar to this request, but slightly different. When composing a message, sometimes its best to add a link to the article in our help centre instead of inserting the article. Currenty, from the inbox or when composing a message, we need to open the help center, search for the article, copy the url and paste, but it should be easier. Here are some suggestions that may help...This request - if we could copy the URL and/or insert the article title as text in the message and it is already linked to the article.Similar to how the Knowledgebase Article editor works, if we had the functionality to highlight a text, click the link icon and either paste a URL (if external site) or search our existing articles Via a shortcut, but I think this would be more complicated

I understand that we can set up regular reports, but for more one off exports, where we know most of the preselected columns won’t be used, it would be good if we can save column settings instead of manually selecting and unselecting each column.

The requestI'd like to show different Help Centre home-page content blocks to different people, using the same audience rules Intercom already offers on articles and Outbound messages. To make that work, I'd need:More than one content block on the home page. An audience setting on each block (Visitors, Leads, Users, or user attributes and segments), checked when the page loads. Per-language text for each block, as there is now.How we would use it"Can't log in?" block, for visitors only. People who aren't signed in are often stuck at login, MFA or an invitation. This block would send them to the access and support articles. Signed-in users don't need it. "Operational support" block, for a specific set of users. For example, customers on our operational support service, targeted by a company or user attribute. It would point them to the support routes and guides for their service. Other customers shouldn't see it. "Learn the Lavanda PMS at Lavanda University" block, for signed-in users o

ProblemWhen a side conversation is started in Slack, there’s no direct link back to the originating Intercom conversation. Teammates in Slack can’t easily jump into Intercom for full context or to take action.Proposed solutionAutomatically include a clickable link to the Intercom conversation in the initial Slack message (or thread metadata).OR allow macros to have access to the conversation data so I could make one for the side conversation and macro quickly Here is the Intercom conversation link.Why this mattersFaster context switching for support teams Reduces manual copy/paste of links Improves collaboration between Slack and Inbox usersCurrent workaroundManually copying and pasting the conversation URL into Slack each time.

A person from customer should imo be able to mark a conversation as unread, even if they are not tagged in the convo