Product Wishlist

rayanrichNew Participant

Tracking Down Unknown Network Failures and Restrictive PoliciesSubmitted

When configuring connection strings or testing external webhooks in a new development environment, encountering an unexplained 403 Forbidden or timeout error can easily throw off your entire sprint. Often, these roadblocks aren't caused by bugs in your custom code or API endpoints at all, but rather by restrictive security layers higher up the chain.Local corporate firewalls, proxy layers, and rigid network administrative settings frequently flag legitimate external requests or documentation resources as unauthorized traffic. If you suspect your dev machine or testing sandbox is being throttled by aggressive workplace parameters, understanding how to analyze and safely navigate a block web filter is an essential skill for diagnosing connection barriers and keeping your testing environment running exactly as intended.

Forum|Forum|6 hours ago

Madeline G.New Participant

“Assign to Macro User” Option in Macro ActionsSubmitted

Description:We’d like to request an enhancement to Intercom macros that allows a conversation to be automatically assigned to the teammate who applies the macro.Current Behavior:When setting up a macro, the assignment action requires pre-selecting a specific teammate. There is no option to dynamically assign the conversation to whoever used the macro at the time of application. This means: Macros cannot be shared across teams without hardcoding specific assignments. Agents must still manually assign the conversation to themselves after using a macro, adding unnecessary steps. Proposed Enhancement: Add a new assignment option in macro setup: “Assign to teammate applying macro.” When selected, the conversation would automatically assign to the teammate who triggered the macro, regardless of who that is. This would not effect the team assignment unless set up to do so. Why This Matters: Improves workflow efficiency by removing redundant manual assignment steps. Makes macros more flexible and usable across multiple teams. Reduces risk of misassignment and ensures conversations have a clear owner from the moment a macro is applied. This functionality would streamline macro usage, especially in environments with shared queues or rotating agents.

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Forum|Forum|7 hours ago

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Brandon MosesNew Participant

select folder for snippet when creating through the improve answer workflowSubmitted

When improving an answer provided by fin, creating a new snippet, it just puts it into a content folder. Adding an option to select a folder right in that workflow would prevent from having to go to the knowledge tab to modify the snippet created.

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Forum|Forum|8 hours ago

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Gerald PradoActive User

Manage team member conversation assignment limits by ChannelIn Beta

Currently we can set assignment limits to our team members based on the Inbox, but we cannot do it by Channel. Ideally, we would like an additional control option to set capacity limits by channel. Also worth noting that currently, if you’re on a call you will not be assigned a Chat, but if you’re assigned Chat’s you can be assigned a phone call. As an example, if we have someone working on multiple Chat interactions, we do not want them to then be assigned a Phone Call. In this same instance we could want the ability to set a larger number of email assignments to a team member and would want to limit the number of Chat conversations they are assigned simultaneously. Doing this could help us prevent live channel interactions that step over each other like in the case of a chat being assigned while the team member is on a phone call.

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Forum|Forum|8 hours ago

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Nate TyrrellNew Participant

Automatically tag users who were sent a workflowSubmitted

We’re able to automatically tag people and conversations in our workflow but only once users get to a certain step. If we want to tag all users who were sent a workflow or in a Control group we have to manually go into every workflow and click “Tag all”. It would be super helpful if we could set up a way to automatically tag every user who was sent a workflow and every user who was placed in the Control group.

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Forum|Forum|9 hours ago

Matthew SharpNew Participant

Add option to limit the amount of time rating of Fin via CSAT is availableSubmitted

Hi,For agent CSAT ratings, there is currently an option to prevent customers from submitting a rating after a configurable period of time, see below:Could the same "Prevent customers from rating after a given period of time" option be added to Fin AI CSAT options?During a recent review of our Fin AI CSAT data, we identified several negative ratings that were submitted days, weeks and, in some cases, months after the original AI conversation. These ratings all reflected subsequent interactions or dissatisfaction with business outcomes rather than the AI response itself. Simply leaving a negative CSAT may not also encourage getting back in contact with us to resolve the new issue.CSAT is intended to measure satisfaction with a specific interaction, allowing ratings indefinitely reduces the reliability of the metric and makes it harder to evaluate Fin AI performance or identify genuine areas for improvement.Since this configuration already exists for agent CSAT, having feature parity for Fin AI would provide more reliable reporting while still allowing customers a reasonable opportunity to submit feedback. Thanks!

Forum|Forum|9 hours ago

Henrik RActive User

Make replies in phone conversations visible to customers in MessengerSubmitted

We would like to request an improvement to how phone conversations work in Intercom.Today, replies sent within a phone conversation are not visible in the Messenger conversation history. If the customer has an email address, the reply is only delivered by email. If they do not have an email address, the customer never sees the reply at all.This creates several challenges:Support agents can mistakenly believe they have replied to the customer when, in reality, the customer has no way of seeing the message. Customers without an email address receive no response, which leads to confusion and unnecessary follow-up contacts. Agents often have to start a brand-new Messenger conversation instead of continuing the existing one, resulting in fragmented conversation history.We would like the option to make replies sent in phone conversations also appear in the customer's Messenger inbox. Ideally, this could be:The default behavior, or A workspace setting that administrators can enable or disable.This would provide a much more consistent omnichannel experience, reduce confusion for both customers and support teams, and ensure that conversation history remains complete regardless of how the interaction started.

Forum|Forum|9 hours ago

Marco BernardNew Participant

Add a "Canceled" terminal ticket state (separate from Close)Submitted

Right now the only way to end a ticket is "Resolved," which the customer effectively reads as resolved. But not every ticket ends in a resolution — some are withdrawn by the customer, turn out to be duplicates, are out of scope, or end in a won't-fix decision. Closing those with the same state as genuinely solved tickets misrepresents the outcome and gives the customer the impression we resolved something we didn't.Request: a distinct "Canceled" terminal state that closes the ticket without implying resolution, with its own customer-facing label (e.g. customer sees "Canceled").Why it matters:Accurate customer communication — the closing state should reflect what actually happened, not default to "resolved" for everything. Cleaner reporting — being able to separate resolved from canceled tickets gives a truer picture of resolution rate and support quality. Today both collapse into one bucket. Team clarity — agents can close non-resolvable tickets honestly instead of stretching the definition of "resolved."

Forum|Forum|11 hours ago

MsfteDADNew Participant

Keyboard focus order is incorrect in the chat popup screen.Submitted

Test Environment:OS: Windows 11 25H2 (OS Build 26200.6584)Browser: Edge (Version150.0.4078.42)URL: https://www.intercom.com/helpdesk User Impact:Keyboard-only users will face difficulty navigating the chat popup screen, leading to confusion and inefficiency. This can prevent them from accessing critical controls, impacting usability and accessibility compliance. Repro Steps:Open the URL: https://www.intercom.com/help/en/articles/9639255-getting-started-with-intercom in edge browser in windows. Landing page will open. Press tab key to navigate to the chat button and activate it. Verify whether keyboard focus order is incorrect in the chat popup screen in windows or not. Actual Result:Keyboard focus order is incorrect in the chat popup screen in windows. After activating the chat control focus is moving to edit field instead of first interactive element i.e. back control. Refer Attachment:Keyboard focus order is incorrect in the chat popup screen in windows.png Keyboard focus order is incorrect in the chat popup screen in windows.mp4 Expected Result:Keyboard focus order should be correct in the chat popup screen in windows. After activating the chat control focus should move to first interactive control i.e. Back control and keyboard focus shouldn't move outside of the chat popup without closing it.

Forum|Forum|13 hours ago

HermosaNew Participant

addition of conversation IDs to a macroSubmitted

Is it possible to add a feature that lets the conversation ID be included in a greeting macro?

Forum|Forum|15 hours ago

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Val BrookNew Participant

Product Tour with AISubmitted

We are adding a product tour to our software using Intercom.We watched demo from a software company that use AI to help develop a product tour. That was the only differentiator between Intercom’s Product Tour vs them.It would be great to have an ability to use Fin help guide the product tour during onboarding. For example, he can ask - do you work for X or Y industry - are you a regular user or an admin and then deliver product tour/onboarding based on what client has selected and then getting better with time - noticing what people are doing more of - settings, training or something else and adjust product tour according to that data.

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Connie KruegerNew Participant

Assign to pop up shows team members in Inbox only or at the top vs alphabetical.Submitted

We would like this to be YES or at a minimum show the teammates in the team inbox at the top. Short answer: no — that list can’t be limited to just the teammates in that team inbox.The Assign to dropdown always pulls from the full workspace teammate list, even when the conversation is sitting in a team inbox. There isn’t a setting that restricts the dropdown to only the members of that specific inbox

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Mark WalkerNew Participant

Bulk update Help Center assignments for multiple articlesSubmitted

SummaryWe would like the ability to bulk update Help Center assignments when multi-selecting articles in Intercom.BackgroundWe are currently migrating approximately 800 articles from our existing HTML-based help system into Intercom Public Articles. Our product is deployed in two regions (US and EU), and while both regions share the same knowledge base content, we are required to maintain separate Help Centers with region-specific top-level domains.As a result, each article must be published to both the US and the European Help Centers.Current LimitationAt the moment, Help Center assignments must be updated individually per article. When working at scale (hundreds of articles), this becomes a highly manual and time-consuming process.Proposed EnhancementWhen multi-selecting articles, provide an option to bulk edit Help Center assignments—allowing users to: Add selected articles to one or more Help Centers Remove selected articles from a Help Center Update Help Center assignments across multiple articles in a single action Impact / BenefitThis functionality would: Significantly reduce manual effort during large migrations Minimize the risk of inconsistent Help Center publishing Improve operational efficiency for teams managing multi-region deployments Provide better scalability for companies maintaining multiple Help Centers This feature would be especially valuable for organizations operating across multiple regions or brands that share largely identical knowledge base content.

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Diana ZeleninaNew Participant

Automatic duplicate contact detection and merge by email (In People → Contacts)Submitted

When importing contacts via CSV (e.g. for bulk audience filtering), duplicate contact records get created instead of matching to existing ones, which forces us to manually find and clean up duplicates after every import. We'd like Intercom to detect contacts with the same email address and either prevent the duplicate from being created or offer a built-in merge tool (manual or automatic) to consolidate them. This would save significant manual cleanup time and keep our contact/company data accurate, especially since duplicate records also affect audience filtering and reporting.

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Adam TNew Participant

Searching for MacrosSubmitted

Now that we have the ability to organise macros into folders, it would be really useful if the folder structure was also reflected when searching for macros within a conversation.At the moment, all macros are returned in a single search, regardless of how they've been organised. As we have separate macro folders for each of our brands, it would significantly improve efficiency if teammates could browse or filter macros by folder directly from the macro search window.This would make it much quicker to locate the correct response, reduce the likelihood of selecting the wrong macro, and provide a much better experience for teams supporting multiple brands or business units.

ShotNew Participant

Add country flags next to conversations for faster language identificationSubmitted

It would be very helpful if the Inbox could display country flags alongside conversations to instantly identify the user’s language or location.Currently, language is shown as text (e.g., “English”), which requires reading each conversation. Visual flags would allow agents to recognize languages at a glance, improving speed and efficiency when handling multilingual conversations.This would be especially useful for teams managing high volumes of international support requests.

SaikaNew Participant

Option to generate AI summaries using only customer messagesSubmitted

Currently, AI summaries include both customer messages and Fin (bot) messages in the conversation. This makes it difficult to create summaries that focus only on what the customer said.It would be very helpful if there were an option to generate summaries based only on customer messages, excluding bot responses. This would make summaries more useful for internal review and QA workflows.Thank you for considering this improvement.

SaikaNew Participant

Increase the limit of AI‑scored criteria per workspaceSubmitted

Currently, each workspace has a limit of 20 AI‑scored criteria across all scorecards. For teams running more detailed QA reviews, this limit can feel restrictive.It would be very helpful if this limit could be increased or made configurable, so teams can create more AI‑scored evaluation criteria without needing to split them across multiple scorecards.Thank you for considering this improvement.

Daniel RönnbergActive User

Combined sorting for priority and non-priority conversationsSubmitted

I’d like to suggest a sorting improvement for the Inbox. Currently, we can either sort by Priority (which automatically sorts by most recent activity) or by Waiting since (which orders conversations by how long they’ve been waiting). However, it’s not possible to combine these sorting criteria.It would be very useful to have the option to combine sorting rules, for example: Show priority conversations at the top, and Then list non-priority conversations below, sorted by waiting time (oldest first). This would allow support teams to focus on urgent or high-priority issues first, while still ensuring that older, non-priority conversations don’t get neglected.Thanks for considering this improvement — it would really streamline queue management and make prioritization more intuitive.

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Dennis MarkgrafNew Participant

sorting with multiple options in list viewSubmitted

We need to sort the inbox or a view by two or more options. Priority and first income. This is not possible, as a sorting can only be done by one field. And if you filter by priority for example, the sorting is always newest on top. What does not make any sense, as the oldest tickets are more important than the newest

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Harold BNew Participant

'This week' (Monday to now) - Week to dateSubmitted

Add a 'This week' (Monday to now) relative date range preset to the reporting date picker, so scheduled reports can always reflect the current calendar week-to-date.

Allie WolffNew Participant

Combined usage total across workspacesSubmitted

I manage two workspaces on one contract, and I used to be able to see a single total for Bulk Emails Sent / Messages Sent across both. That view is gone — now the Usage page only shows one workspace at a time.The problem:To get my real total, I have to toggle between two separate accounts, read each number, and add them up by hand. That's extra clicks every time, and it's error-prone. Billing already meters usage across all workspaces on the contract — so the combined number clearly exists on the backend. It just isn't surfaced in the Usage UI anymore.What I'd like:A combined total on the Usage page for accounts with multiple workspaces on the same contract — either a roll-up row or a "All workspaces" toggle. Keep the per-workspace breakdown too, but don't make me do the math manually to see the number that matters for planning.This was a step backward from how it worked before. Restoring an at-a-glance total would save time for anyone managing more than one workspace.

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Emily BernknopfNew Participant

Filtering Tags by TeamSubmitted

Hello!I would like to be able to filter viewable tags by inbox just like you can do with Macros.This way, only the team that will be using them can see them and it doesn’t clog up the view for other teams.Thanks!

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Ryan MaddenNew Participant

Auto-add Spanish triggers to procedures (Feature Request)Submitted

Summary: Requesting a way to automatically generate/add Spanish-language trigger phrases to Fin procedures, instead of manually creating a duplicate Spanish trigger for every English one.Use case: Reduces manual maintenance work on bilingual procedures and improves Fin's coverage for Spanish-speaking customers, which supports our CX goals.

Ryan MaddenNew Participant

Adding Markdown support to file uploadSubmitted

Document parser breaks formatting on upload Summary: When uploading PDFs and DOCX files (e.g. into procedures/content for Fin), the document parser ruins formatting and messes up the document's organization, making the parsed content a mess.Details:Affected file types: PDF and DOCX Issue: parsing strips or scrambles formatting and structure, so the resulting content is disorganized and hard to use Impact: degrades quality of Fin's knowledge/procedures content, which hurts customer-facing answers and our CX scoreRequested fix: Preserve document formatting/structure during parsing. As an alternative or additional fix, native Markdown (.md) upload support would likely resolve this since it avoids the PDF/DOCX conversion step entirely.