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22 days ago

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Your Guide to Joining the Beta Group & Navigating the Product Wishlist

Join the Beta Group 🎉 You can now join the Beta Group and get exclusive early access to product betas, share feedback and contribute to shaping the In...

Forum|Forum|2 years ago

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Wyatt LarsonNew Participant

TikTok Shop integrationSubmitted

Create an integration that allows response to TikTok Shop messages directly from the inbox like a Facebook or Instagram message.

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Forum|Forum|14 hours ago

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Kevin SmithNew Participant

[Feature Request] Show first message timestamp in inbox viewSubmitted

In inbox view, the timestamp of the first message is never available, only n+1. Please add timestamp of the first message on hover.

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Forum|Forum|15 hours ago

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Aleksandr KislitsynNew Participant

Customization for the Spotlight search bar widgetSubmitted

The limited customization options for the Spotlight search bar widget make it difficult to fine-tune it on the website, which leads to user complaints (the option to “disable the widget” is not a viable solution). Suggestions:1. Add the ability to move the widget to any part of the screen2. Add the ability to change the widget’s size and shape3. Add the ability to temporarily hide the widget using a button on it

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Forum|Forum|17 hours ago

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Ebenezer.LaleyeIntercom Team

Custom Slack Message Text in Notify Slack StepSubmitted

We use the SMS priority workflow to route urgent member contacts to Slack. We have different urgency types, such as member onsite and scan day, and would like to label them differently in Slack. At the moment the notification template is fixed, so we would like the ability to add a custom text field to the Notify Slack step so each workflow branch can send a distinct message to the same channel.

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Forum|Forum|17 hours ago

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PaulineNew Participant

Enable users to view a public article in the Help Center while logged in, and via a direct link without being logged in, without having to duplicate the articleSubmitted

Enable users to view a public article in the Help Center while logged in, and via a direct link without being logged in, without having to duplicate the article→ Users : can view the article through the Help Center if they are connected→ Can also view the article through a direct link our team shares before they sign in or if they are not logged in

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Forum|Forum|19 hours ago

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Tine Saint-GhislainNew Participant

Correct ticket creation timestamp for tickets created through the Fin Slack agentSubmitted

Currently, any ticket created through the Fin Slack agent will receive a “created_at” timestamp corresponding to when the first message was sent in a thread, instead of when the actual ticket was created in Fin.For example, our customer sent a message on 24 September, but we didn’t initiate a support ticket for it until 1 October. Now it looks like we didn’t respond to them for 8 days, and it skews our metrics (time to first response, resolution time, ...)Can you change this behaviour to set the “created_at” timestamp to when a ticket is actually created in Fin?We can’t be the only customers who have a problem with this.

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Forum|Forum|19 hours ago

Pamela Van GasseActive User

API that creates a customer ticket linked to a back-office ticketSubmitted

We have a reusable workflow in place that can be called from within a customer ticket. This reusable workflow calls a data connector that creates a back-office ticket and sets some values.This way of working allows our 1LS agents to save some time as this workflow creates the back-office ticket, links it to the current customer ticket and even copies some values from the customer ticket to the new back-office ticket.The other way around doesn’t work though, according to Intercom’s support.The API only lets you link two tickets when the parent is a customer ticket and the child is a back-office or tracker ticket. That's why your current workflow works: the parent is the customer ticket and you create the back-office ticket from it. In the new flow, the parent is the back-office ticket and you're creating a customer ticket under it, which the API doesn't support.In my opinion it would be a great enhancement if you would allow the API to create customer tickets and link them to an existing back-office ticket.

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Forum|Forum|20 hours ago

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Ashok PNew Participant

Add a filter on the https://www.intercom.com/changes/en pageSubmitted

All Intercom users may not interested in exploring all features listed on the https://www.intercom.com/changes/en page. A long scroll and visual search is cumbersome. Even with a CTRL + F search, pagination makes it very difficult to find a feature relevant to a specific category such as “Help Center,” “Data Connectors,” or “Inbox.”It would be nice to have a dropdown with all categories listed and the user be able to select specific categories and view only relevant product updates.

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Forum|Forum|21 hours ago

Gustav RiedererConnector

Native export & import of Help Center / Knowledge articles (CSV, Markdown, HTML)Submitted

The problemToday there is no way to export Help Center articles from the Intercom UI. The only option is the Articles API, which means writing a script or paying for a third-party migration tool. Importing is limited to specific integrations (Zendesk, Confluence, Guru, Notion). There is no file-based import.For teams without a developer at hand, this makes simple tasks unnecessarily hard:creating a backup of our knowledge base bulk-editing many articles at once (e.g. updating prices, product names, shipping info) translating articles outside of Intercom and bringing them back reviewing and improving content for Fin AI Agent in a structured wayThe ideaExport: A button in Knowledge to export all (or selected) articles, including collections, status, language versions and metadata, as CSV, Markdown or HTML (ZIP). Import: Upload the same format back to create new articles or update existing ones, matched by article ID. Ideally, include internal articles as well, not just public ones.Our use caseWe run a Shopify store and use Intercom with Fin for customer support. Our Help Center is the main knowledge source for Fin, so keeping it accurate and up to date is critical. Being able to export, edit in bulk and re-import would save us hours of manual copy & paste work every time our products or policies change.Why this helps othersThis request has come up in the community several times over the years. A native export/import would also cover backups and data portability, and make it much easier to keep Fin's knowledge base up to date.

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Forum|Forum|22 hours ago

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Alexa FangmanNew Participant

Help Center: Image Enlargement OverlaySubmitted

When a reader clicks on a photo in a Help Center article, the image loads as a new tab. We’d prefer to keep the reader in the article itself, so if Intercom could support an enlarged overlay within the same article, that would be wonderful. This maintains a streamlined and seamless experience for the reader without having to switch or remove extra tabs.

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Forum|Forum|1 day ago

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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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Forum|Forum|1 day ago

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SaikaNew Participant

Title: Articles API should support proper heading hierarchy, avoid duplicate H1, and allow native image uploadsSubmitted

When creating Help Center articles via the Articles API, there are a few limitations that make content structure difficult to manage:The article title is automatically rendered as H1, and the body also supports only H1 and H2. If you include an H1 in the body, the page ends up with two H1 headings, which is not ideal for accessibility and SEO. If you avoid H1 in the body, the first heading is automatically converted to H1, so the structure still becomes inconsistent.Additionally, images must currently be referenced via external URLs, which can create concerns around long‑term availability and accessibility when articles are referenced by AI or other systems.It would be very helpful if the API allowed:Full heading hierarchy (H1–H6) in the article body, or A way to prevent the title from being rendered as H1 when the body already contains one, and Native image upload support instead of requiring external URLs.

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Forum|Forum|1 day ago

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Page AtkinsonConnector

Allow exporting saved Inbox Views as CSV without granting Reports accessSubmitted

The new ability to export a saved Inbox View as CSV is very useful for teams that need a point‑in‑time snapshot of conversations or tickets.However, the required permission Can export CSV currently lives in the Reports permission group and requires Can access Reports to be enabled. This means teammates must have access to the Reports area just to export a View.It would be helpful if this export capability could be granted independently of reporting access, or if the permission were available within the Conversations/Inbox permissions instead of Reports. This would allow teams to export View data without exposing the full reporting interface.

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Forum|Forum|1 day ago

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GydoParleyNew Participant

Enable to edit own permissionsSubmitted

I would like to have the ability to change my own permissions if i have access to them.I fully understand that you should not be able to change settings or permissions if you do not have access. But I have full access in intercom but i'm unable to change anything for my self, so i have to ask another user to remove my seat.

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Forum|Forum|1 day ago

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Ula Moyse-WhiteNew Participant

Allow more than three levels of Help Center collectionsSubmitted

DescriptionHelp Centers are currently limited to three levels of collections. For a Help Center that serves more than one audience and covers several product areas, that limit gets used up quickly.A common setup looks like this:Level 1: audience (for example, "For admins" and "For end users") Level 2: product area Level 3: task or topic within that areaThat leaves no room to group related product areas together. When a product brings several existing features under a new parent area, the Help Center can't mirror it. We either flatten collections that work well as they are, or add a naming prefix to several top-level collections to fake the grouping. Neither matches how customers find their way around the product.What would helpAt least one more collection level (four in total), or a configurable limit. Or a lightweight grouping option, such as a section or heading inside a collection that can hold sub-collections, without counting as a full level.Why it mattersThe Help Center can mirror the product's own navigation, so customers find articles where they expect them. Teams can restructure when a product changes without breaking or flattening existing collections. Clearer hierarchy should also help AI answers and search pull from the right place.

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Forum|Forum|1 day ago

Tonje Ness MeinhardtActive User

Prevent callback option for anonymous callersSubmitted

When a caller has a hidden/private number, Intercom Phone cannot receive the caller ID and therefore has no phone number available for a callback.Today, these callers can still be presented with the option to request a callback, even though the callback cannot be completed. This creates a confusing customer experience and may lead customers to believe they will receive a callback that is technically impossible.I would like to suggest adding a condition/check before the queue-or-callback choice is presented. If no caller ID is available (anonymous/private number), the callback option should automatically be hidden and the caller should only be offered the option to remain in the queue.This would help avoid failed callback requests, reduce customer confusion, and create a more intuitive phone experience.

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Forum|Forum|1 day ago

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Arnaud VillenaveNew Participant

Help Center pages fail Core Web Vitals (INP) since mid-August 2026 – impacting customers' SEOSubmitted

Since around August 11, 2026, Google Search Console reports INP issues (longer than 200 ms, mobile) on our Intercom-hosted Help Center (help.libon.com).Before that date, we had no INP issues at all. Today, 261 URLs are affected, with a group INP of 223–227 ms, and the number keeps growing.Nothing changed on our side around that date: help.libon.com is a simple CNAME to eu.intercomhelpcenter.com, and we have no control over the Help Center's code, scripts or hosting. The sudden jump points to a change on Intercom's side (a Help Center release or infrastructure change around August 11). What we measured:Real-user data (PageSpeed / Chrome UX Report): Core Web Vitals fail on INP (213 ms). Real-user TTFB is 1.4 s. HAR capture (Slow 4G): 21 JavaScript chunks from static.intercomassets.eu (~400 KB) must download before the page finishes loading at ~4.5 s, delaying fonts until 3.4 s. The Messenger then adds ~285 KB. Lighthouse: Total Blocking Time 440 ms, render-blocking requests (est. 1.3 s savings), more than half of the Intercom JavaScript unused on page load.Since Google uses Core Web Vitals as a ranking signal, this directly affects the SEO of every customer using the Help Center, and customers have no way to fix it themselves.Request:Investigate what changed in the Help Center around August 11, 2026 and its impact on INP. Reduce and defer the JavaScript loaded on Help Center pages. Provide a native option to defer the Messenger on Help Center pages.Other customers: if you host your Help Center on Intercom, check Search Console → Core Web Vitals → Mobile. If you see the same jump in mid-August, please upvote and share your data here.

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Forum|Forum|1 day ago

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Maarten MunsterNew Participant

Send later option for macrosSubmitted

As a user I would like to use a macro (to save time writing the same reply) but send it later so the customer doesn’t see / get used to that im working outside office hours

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Forum|Forum|1 day ago

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Ilya MatusevichNew Participant

Block the list of Spam emailsSubmitted

Please add the ability to upload bulk emails and block them because they are spam/ I have hundreds of emails, and I have to block them individually!!! Which is insane!

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Forum|Forum|1 day ago

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Jean-Denis CoffreNew Participant

Synchronize verified articles of Notion databaseSubmitted

Today Intercom allow users to sync up the public and the internal articles with a Notion database. The issue is that most Notion database contains outdated articles. This leads Copilot and Fin AI to provide wrong advises.Notion provide a native feature to encourage the verification of articles: https://www.notion.com/help/guides/verify-knowledge-your-teammates-can-trust-with-page-verification Then verified articles holds a badge ‘Verified’. This is then very easy using Notion API to filter verified articles only. Having the possibility to automate Intercom articles on verified Notion page would be a great feature to improve the answers of Intercom AI.Note that this is possible to select manually articles from a Notion database but the maintenance of the page to synchronize is way to costly for medium / large companies.

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Forum|Forum|2 days ago

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Uzma RehanEmployee

Configurable retention periods for Fin MemorySubmitted

Configurable retention periods for Fin Memory (currently fixed at 45 days for messages/summaries, 180 days for facts), requested by a customer

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Forum|Forum|2 days ago

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Tony RomaNew Participant

Make Block-type Dynamic Content visible to the Articles API - Beta feedbackSubmitted

Block-type Dynamic Content is currently invisible to the Articles API; inline is partially visibleWe use the Articles API (get_article/update_article) to manage bulk content updates across our Help Center, and we ran a few tests to understand how Dynamic Content interacts with it.Inline Dynamic Content is represented in the body field returned by get_article as a placeholder token:#{{dynamic_content:content-name}}This at least tells us a reference exists and its name, even though the resolved value stays UI-only.Block-type Dynamic Content is completely absent from the API response regardless of whether the block holds text or an image. We confirmed this with three separate tests in the same article: a block-type text entry, an inline-type text entry, and an image inserted as a block. Only the inline entry appeared in the API body; the block-type text and the image were both invisible, even though all three render correctly in the editor and on the live page.This inconsistency matters for any team managing a Help Center via API-driven workflows: block-type usage is completely undetectable programmatically. A script auditing or updating article content has no way to know an article contains a block-type Dynamic Content reference.Requests, in order of usefulness to us:Represent block-type Dynamic Content in the API body the same way inline is handled with a placeholder token.Longer-term: expose a Dynamic Content read API so external tools can detect and enumerate usage across both types.

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Forum|Forum|2 days ago

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Lane DyeNew Participant

Allow custom email "From" Address for Customer ConversationsSubmitted

Allow custom "From" addresses when starting customer conversations from ticketsToday, agents can choose a custom "From" email address when starting a side conversation from a ticket, but not when starting a customer conversation. This option should be available for both.For example, when I'm working a back-office ticket that has no existing customer conversation and need to reach out to the customer, I want to choose which "From" address the message comes from.

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Forum|Forum|2 days ago

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NateCyberSmartNew Participant

E-Mail PreferencesSubmitted

Over time I would find it helpful if there could be a separate function that allows us to tailor our email preferences more specifically. For example, it would be useful to have the option to distinguish between tickets/conversations and the more general Finn AI updates when using the platform. Screenshot below:

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Forum|Forum|2 days ago

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Sara JenisNew Participant

View full audience list from message audience rulesSubmitted

When I’m setting up an email, I can preview the estimated audience, but there isn’t an easy way to open the full list of users who match those rules.For example, if I have a message with a bunch of audience filters/tags, and I want to double-check exactly who will receive it, I currently have to go to Contacts and manually recreate all of the same filters there.It would be really helpful to have a way to either:Open the full matching audience in Contacts with all of the audience rules already applied, or Copy/export the audience filters so they can be quickly pasted/applied in Contacts.Basically, from the message audience builder, I’d love a “View all matching users” option instead of only being able to preview a subset.This would make it much easier to QA an audience before sending, especially when there are a lot of inclusion/exclusion rules.

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Forum|Forum|2 days ago

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