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🎅 How to prepare your Fin AI Agent for Christmas 🎅

16 days ago

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2 years ago

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Hikaru YanoNew Participant

[Modern] Allow Customization of Homepage and Article Title WidthSubmitted

Current IssueIn the Modern Help Center template, the display width of homepage and article titles is restricted and cannot be adjusted through the settings.As a result, titles may wrap at unintended positions, making it difficult to achieve the desired layout.1. Homepage Titles In some cases, inserting spaces into the title can help control where the text wraps. However, the results vary depending on the selected font, and the text does not always wrap as intended. Certain fonts may also cause display inconsistencies depending on the browser, making this an unreliable workaround. 2. Article Titles Inserting spaces into article titles does not work as a workaround, because the spaces are ignored in the rendered display. Currently, the only way to change where an article title wraps is to modify the title text itself. 3. Differences Between the Settings Preview and Published Display The appearance shown in the settings interface does not consistently match the actual appearance after changes are published. As a result, display issues can only be identified and adjusted after publication. For article titles in particular, even if an unintended line break is discovered after publication, there is no way to correct it without changing the title itself. Operational ImpactOur workflow requires all article content, including titles, to be finalized and approved before publication.Under this workflow, changing an already approved article title after publication solely to adjust its visual line wrapping is not a practical option.Furthermore, because the settings preview does not accurately reflect the published appearance, it is difficult to identify and resolve line-wrapping issues in advance.Consequently, we effectively have no reliable way to control line wrapping in article titles.Feature RequestPlease allow Help Center administrators to customize the display width of homepage and article titles in the Modern template through the settings interface.Specifically, we would like to be able to: Adjust the display width of homepage titles. Adjust the display width of article titles. Ensure that the title width and line wrapping shown in the settings preview accurately reflect the published appearance. This would allow us to achieve the intended layout without modifying the actual title text.It would also enable teams with pre-publication content approval workflows to maintain content consistency while ensuring that titles are displayed appropriately.

Michele BossartNew Participant

Allow customers to close conversations.Submitted

We have been asked this many times from our customers: they want to be able to close a conversation in messenger. This shouldn’t be a difficult thing to implement, right?

Luke CaporaleNew Participant

Procedure Request: Ability for Fin to submit feature requests directly from a chat with the Intercom TeamSubmitted

When chatting with the Intercom team through Fin, it would be helpful if Fin could submit feature requests directly to the Product Wishlist instead of sending us here to input manually (a new procedure please! 🙂)Right now, feature requests need to be created manually in the community. Allowing Fin to capture and submit requests during conversations would make it easier to track product feedback and ideas in real time.This would be especially useful when customers or teammates suggest improvements while discussing product behavior or limitations.

Luke CaporaleNew Participant

Option to hide team member avatars in outbound posts sent from a team inboxSubmitted

When sending outbound posts from a team inbox, the profile emblems of the inbox members appear in the message card. There’s currently no way to hide these avatars for outbound posts.It would be helpful to have a setting that allows posts to be sent from a team inbox while displaying only the team name (or a neutral team avatar), without showing individual teammate photos.This would be useful for security alerts, announcements, or other team-branded communications where individual avatars are not relevant.FYI. I had Fin draft the above for me right in our support chat. Very helpful. 👌

Adriana SchneiderNew Participant

Outbound messages - reportingSubmitted

Hi there,I'd like to place an idea here. Hopefully others can relate.For companies using Intercom for in-product messaging (such as banners, posts, surveys etc) it would be extremely useful to have a reporting method.I'd love to be able to create reports and dashboards based on the tags applied to the inbound messages (like comms purpose, project names etc) and comms type.The tremendous impact this feature will make, will be reflected in clients probably choosing to use Intercom for such purpose, as it's already very user friendly.Thank you!

IlaydaNew Participant

Make Side Conversations searchable (Email Content, Recipients, Subject Lines)Submitted

Currently, content within Side Conversations is not indexed in Intercom's search functionality. This includes: Email body text / message content Recipient email addresses Subject lines Side Conversations have become a crucial part of our daily operations. We rely heavily on them to collaborate with external partners, vendors, and third parties to resolve customer issues.Because Side Conversations are unsearchable, finding previous context, tracking down specific email exchanges, or locating an old thread requires manually digging through individual tickets. This leads to significant time wasted and operational inefficiency.Proposed Solution: Include Side Conversation text and metadata in global Intercom search or Inbox search filters. Allow filtering/searching specifically by Side Conversation recipient email or subject line. Having full searchability for Side Conversations would make a massive difference in operational efficiency for teams that rely on external collaboration.If anyone else is facing this pain point, please upvote or share how your team currently handles this workaround - thank you! 🤗

CassieBNew Participant

Conversations Followers Feature - Ability to have a Notification matching 'Mentions' behaviourSubmitted

Right now, following a conversation doesn’t give you a clear notification when it updates. You only get a browser tab blink or sound, which doesn’t tell you which conversation changed.It would be really helpful if followed conversations behaved more like Mentions — for example:A notification in the Inbox when a user replies or an internal note is added A clear indicator showing which conversation updated A dedicated “Followed by me” view or notification listThis would make it much easier to monitor conversations assigned to teammates without having to manually check inboxes.The current workaround to have visibility on Followed Conversations is:Go to Inbox In the left sidebar, find Views Click the 3 dots next to Views → Create view Add a filter: Followed by → you Save the view

Molly KatolasNew Participant

Workflow trigger for side conversation repliesSubmitted

I’d like to be able to trigger a workflow if there’s a reply to a side conversation on a ticket. Currently the only action that’s taken on a conversation is ‘waking up’ the ticket from a snoozed state. Not all of our teams use the snooze feature, many of them use the ticket state instead. We have a ticket state that indicates we’re waiting on a third party, so ideally we’d be able to set the ticket to this ticket state and when the side conversation is replied to, I could then trigger a workflow to change the state of the ticket and also alert the assignee that the ticket needs attention.

NicaNew Participant

Anchor link for internal articleSubmitted

Currently, navigating to a specific section within a lengthy internal Help Center article can be challenging. Agents may need to scroll through multiple sections to find the exact information they need, especially when articles contain detailed protocols, step-by-step instructions, exceptions, and escalation guidelines.My wish list is to have anchor links within internal Help Center articles. This would allow authors to create links that direct readers to a specific heading or section within the same article, rather than opening the article at the beginning. This would make internal documentation easier to navigate and help agents find the information they need more quickly, improving efficiency when handling Member and Host inquiries.Expected Benefits Faster navigation: Agents can jump directly to the relevant section without manually searching through lengthy articles. Improved efficiency: Reduces handling time when agents need to reference specific steps or guidelines while assisting Members and Hosts. Better knowledge sharing: Makes it easier to link to specific instructions when referencing protocols in other internal articles or training materials. Improved agent experience: Makes lengthy internal documentation easier to navigate and use during live interactions.

Anna AllenNew Participant

Add "edit article" option to articles (for use by admins)Submitted

It’d be great if when I am viewing an Intercom article and I realize I need to update something, I had an option to edit the article directly from the article. (Just a link from the view article page to the edit article page I mean.)It takes a few steps to go from viewing an article and realizing you need to make an edit to opening Intercom, going to articles, searching for the article, and opening it. Adding an “edit article” button of some sort that would only appear to admin users would save some time.

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1 day ago

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Jo_New Participant

Make conversation attributes editableSubmitted

Some default conversation attributes are not useful for every line of work, and therefore we should be able to edit them to fit our workflow. The new followers feature is not useful for me and we should be able to move it lower in the list of attributes, as needed.

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1 day ago

Rosemary StoneActive User

Dynamic content - callout in other colours pleaseSubmitted

I can create a callout text block for use as Dynamic Content; however, I can’t change its colour in the same way I can when inserting the callout as regular text.

Rinnert HawkinsNew Participant

Enhance the article editor to allow a table to be placed within a numbered stepSubmitted

Request an enhancement to the article editor to place a table inside a numbered or unnumbered (bulleted) list.Currently, tables can’t be placed inside numbered or bulleted list items in articles. List elements can contain text and other supported HTML, but the <table> tag isn’t allowed inside a list item. DITA supports tables inside a numbered (or unnumbered) list item. Also, any basic word processing tool (DITA or non-DITA compliant) supports placement of tables within numbered and unnumbered (bulleted) lists.

Ana BahrConnector

Allow full search bar on Modern template for article pagesSubmitted

I would like to switch to the Modern template for my help center because I love having a Table of Contents, but the fact that I can’t have a full sized search field above each article is holding me back. In my current classic view, the search bar never goes away. It remains the same as the search bar on the home landing page.

Leticia OswaldNew Participant

Exportar resumo das conversas em exportação de conjunto de dadosSubmitted

Seria bom poder exportar em conjunto de dados oa primeira mensageem do cliente ou um resumo da conversa

Valerio ChangNew Participant

Automatic away mode should switch to Active automaticallySubmitted

The documented behavior currently is:When Automatic away mode changes a teammate’s status, the teammate will see the following banner at the bottom of the Inbox. Their status will not automatically switch back to Active and they need to manually change it back using the banner or their status menu. A agent’s status should also automatically switch back to Active once they send a message to a user.

Danielle MitchellNew Participant

Phone Channel on Workforce ManagementSubmitted

We would love to use the Workforce Management feature, but currently we can’t find value in it because it does not include the phone channel, which is our busiest channel and the one that would benefit most from the features.

Jacob GurNew Participant

Auto block sender of conversation marked as SpamSubmitted

When we mark a conversation as Spam, I’d like Intercom to auto block the sender.

Gemma GWConnector

Side Conversation Visibility, Search, Reporting and Workflow ManagementSubmitted

Side Conversations have become a critical workflow for coordinating work with external teams and vendors. However, they are outside of Intercom's visibility and reporting capabilities. According to Intercom support:There is no dedicated Side Conversation view (or any way for quick inbox view of all conversations with side convos) Side Conversations do not have their own states or delivery status Side Conversations cannot be marked as priority. Side Conversations are not searchable. Side Conversations are not available in reporting. As adoption increases, it becomes difficult to answer basic operational questions such as:Which Side Conversations are currently awaiting a response? Which vendors are slow to respond? How many Side Conversations are open today? Which teams are creating the most external escalations? What is the average response time from external partners? Which Side Conversations are unseen / delivery failed? Request for any improvement to Side Conversation management/visibility - Dedicated Side Conversation inbox or view Ability to search and filter Side Conversations Filters by recipient, creator, date Number of Side Conversations created, open, unanswered Volume by recipient domain, vendor, or team Aging reports for unanswered Side Conversations

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1 day ago

JanaActive User

Add a Reporting chart for Guidance performanceSubmitted

We have a custom dashboard to report on Fin’s performance, and one ready-made chart we found useful for that is the “Used content performance” chart. It would be great to have this same chart for used guidance. I know I can see guidance performance by going into the guidance tab, but it would make things easier to have this in the same place as our other reporting. That would then also allow us to export this data along with our other reporting.

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1 day ago

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Georgi PanayotovNew Participant

Link Branding for ChatsSubmitted

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

Alysa HelvigNew Participant

Create an "Unread" Filter for "Your inbox"Submitted

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.

laurensparksNew Participant

Macro Edit HistorySubmitted

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.

Jacob SternNew Participant

Default Help Center AudienceSubmitted

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.

Carmen GarciaNew Participant

Phone Queue EnhancementSubmitted

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.