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12 days ago

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2 years ago

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tommynorNew Participant

Switch from phone call to video chatSubmitted

It would be great to have a feature similar to Switch to chat, but for video.During a phone call, the teammate could simply select Switch to video, and the customer would receive a link by SMS to join a video session.We provide technical support, and in many cases it would be much easier to help customers if we could actually see what they are seeing, for example equipment, cables, error messages or their setup.Ideally, the transition from phone to video should happen seamlessly within the same conversation in Intercom.

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39 minutes ago

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Ana LopezNew Participant

A collapsible or hover-to-reveal launcher would help avoid overlap with app controlsSubmitted

Request for a collapsible or hover-to-reveal launcher would help avoid overlap with app controls or UI elements such as blocked buttons, or actionable links. This has been customer feedback that comes in often. We have tried to work around placing it in different areas but ends up blocking something else. A collapsable option would be great. Thank you!

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11 hours ago

Angel HorowitzActive User

Reporting - Add "and/or" Filter OptionsSubmitted

Problem to Solve:Everywhere else (workflows, proactive support, etc) gives the option to filter with both “and/or” statements vs. just “and”. It makes it extremely difficult to filter the reports to the specific information we need, especially when we’re working with a number of products within one workspace. Request:Add the option for “and/or” filtering to both the main report/dashboard, as well as the individual charts, and also the Intercom pre-made reports. Examples:Automations / Workflows: Segments: Proactive Support:

Jordan CantorNew Participant

Feature request: A built-in QA sandbox for Fin AI Agent and OutcomesSubmitted

Building a reliable Fin AI agent and Outcomes means testing more than the happy path. We need to know whether Fin follows the right procedure, asks for missing information, handles exceptions, and hands off when it should. We also need to know whether a change that fixes one workflow breaks another.Today, Preview is useful for debugging a single conversation, but running tests one by one takes too much time. Evals help with batch testing, but their scope and run limits make it hard to test several workflows together, give each workflow its own success criteria, and rerun the full set after every change.I’d like Intercom to add a built-in sandbox enviornment where teams can:Test safely. Run draft configurations against simulated conversations without contacting customers or triggering live actions. Simulate tool responses, failures, and handoffs. Batch test across workflows. Run refunds, onboarding, and escalations in the same batch, with separate success criteria for each scenario. For example, a refund test should pass only if Fin verifies eligibility before attempting the refund. Run QA automatically and without limits. Generate test cases from Procedures, save them as reusable suites, and rerun them on demand, on a schedule, or whenever the configuration changes. Sandbox runs should be free and unlimited, with no monthly quota on simulations or evaluations. See what passed, what failed, and why. Show success rates by workflow and criterion, compare results with the published configuration, and link each failure to the conversation and the step where Fin went off track.The goal is to make QA part of building rather than another feature that has a financial barrier. Before publishing a change, I want to run the full regression suite and see whether Fin follows our protocols and achieves the intended outcomes. We should be able to do that after every meaningful change, as often as we need without limits.

Daria ShukaloNew Participant

Convert multiple URLs in Jira for Tickets description fields into clickable Jira hyperlinks.Submitted

When a back-office ticket syncs to Jira via Workflows, URLs in the description arrive as plain non-clickable text. It makes you manually reformat every link after sync, which defeats the automation.Expected: links in the Intercom description should arrive in Jira as clickable hyperlinks.

Andrea T.New Participant

Allow a fallback if a user inputs an invalid selection or does not make a selection in IVRSubmitted

If a user calls and does not make a selection, the call ends. Our old platform gave us the option to set a fallback to go to our customer service line if they either input an invalid response or no response.

Saphia BaronNew Participant

Native date picker in Fin Procedures and MessengerSubmitted

Hi Intercom team,We'd like to request a native date picker for Fin.What we need: a "Collect date" step (or a date input type) in Fin procedures and Messenger. Customers would pick a date from a calendar widget, and Fin would write it straight to a Date conversation or people attribute.Why: We're a camper rental marketplace. Many of our support flows depend on the customer's rental start date, for example finding the booking, deciding urgency and routing to the right team. Right now Fin has to ask for the date as free text (e.g. "DD-MM"). The answers come back in mixed formats and languages, and they don't write reliably to Date attributes. As a result, our "Rental Start Date" attribute stays empty and we can't use it for routing, conditions or reporting.What a date picker would unlock:- Clean, structured dates every time, in any language- Conditions and branches on dates in procedures (e.g. "rental starts within 48h → escalate")- Filtering and reporting on date attributes in the InboxNice to have: limits such as "no past dates" or "within the next X days", and a date-range option for start and end dates.Thanks!

Ali HannaNew Participant

Allow chat messages to continue while photo uploadsSubmitted

When attaching a photo in the chat, it sometimes gets stuck loading for a while. When this happens, it isn’t possible to send a chat message until the photo has either finished loading or has been erased. This was not the case in the past. It used to show the upload in the chat, which would gradually load while we could continue to exchange messages.

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1 day ago

TrevorInnovator ✨

Drafted/Unpublished Content in Fin Releases Accessible via APISubmitted

Fin Releases are amazing. We’re using them for app updates and large releases. Two big requests that would help us out a lot:Scheduling a release to automatically publish on a specific date and time. Articles within a release, accessible via the existing Articles API or content API or CL tools. Context: We’ve staged 15+ article changes into a Fin release. The articles now have unpublished drafts that are in the release environment. My teams and tools used to translate these articles into all languages, can’t currently pull the article HTML for these staged drafts. So it means using an external AI tool to publish and manage our html files on our end, and push them to intercom. Instead of using operator to help update articles and keep things in alignment. Because when we have local copies of the HTML and edits we’ve made, we can easily share that internally, and get translations for all done very quickly.

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1 day ago

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David CruzNew Participant

Follower notifications to be shown as a mentionSubmitted

I would like the follower notifications be shown as a mention, with the red dot, not only via email. Thanks!

Eric PluskotaNew Participant

add guidance controls for Procedures in Intercom (Fin)Submitted

SummaryGuidance in Intercom lets us control which content and sources Fin prioritises in specific situations. There is no equivalent for Procedures. We’d like similar guidance for procedures so we can control when and how Fin chooses to run one.Current behaviourGuidance covers content and sources, so we can steer Fin toward the right articles or sources for a given situation. Procedures have no comparable prioritisation or situational control.ProblemCertain types of questions have many variables that can confuse Fin. Fin also prioritises the core question rather than providing an A-Z answer. This makes it hard to:Keep Fin’s behaviour predictable and consistent. Make sure the right procedure runs in the right context. Stop Fin from answering with content when a procedure should run, or the other way around.Requested solutionAdd procedure guidance that works like content and sources guidance. It should let us:Prioritise specific procedures in defined situations (for example by topic, customer type, or conversation context). Set when a procedure should be preferred over content or sources, and vice versa. Help Fin handle multi-variable questions by guiding it through the full flow, rather than only answering the core question. Test and review how this guidance affects Fin’s behaviour, as with existing guidance.Expected impactMore accurate and consistent procedure usage. More complete answers on complex, multi-variable questions. Less manual workaround, such as over-tuning procedure descriptions or content to influence routing. More confidence in rolling out procedures at scale.

InformerNew Participant

Extend Releases featureSubmitted

The 'Releases' feature is a great and beautiful feature, but not completely usable for now. You can't:Use dynamic content in Releases. Already set content guidance.To test the release you want to add content guidance, but you can only add published content to the guidance.

Michelle CaseyNew Participant

Consistent TTL or permalinks for conversation attachment URLsSubmitted

We pull conversation data via the Intercom API to enrich bug tickets with support context, including adding screenshots sent by customers as attachment URLs. These screenshots are critical for engineers and their agents went resolving bugs and customer issues.Chat/messenger attachment URLs expire in ~30 minutes, which is before anyone reasonably picks up the ticket so the links are dead when we need them. Email-sourced attachment URLs last ~6 months. Feature request:Make the TTL for attachment URLs consistent e.g. align to the ~6 month TTL that email attachments have Enable permalinks for attachment URLs so that authenticated users can view at any time A 30-minute TTL makes sense for public, unauthenticated URLs — the short window limits how far a leaked link can travel. For authenticated users who already have access to the attachment via the conversation, the short TTL doesn't add security, it just makes the URL less useful. Use cases: bug tickets, CRM enrichment, incident write-ups, etc.

Greg HackettNew Participant

Change subject line in existing conversation before sending replySubmitted

I had a Conversation which was an e-mail trail prompting me to contact a prospective new client. They were in China so needed to be e-mailed. I wanted to e-mail from the conversation to keep it all in one place, but I was unable to change the subject line. I needed something more client facing so they weren’t seeing the original subject line from the e-mail. Fin said it wasn’t possible for me to change it.

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2 days ago

Campbell McGuinessActive User

Improve Slack × Intercom integration by reducing manual copy-paste in both directionsSubmitted

Slack × Intercom integration consists of 2 mechanisms:Slack » Intercom (via trigger in Slack channel) Intercom » Slack (via Side Conversation)Whilst this adds lots of convenience by connecting these two system, there are still some big gaps that require manual copy-paste to ensure all the context is available for handoff to other teams.—Feature Request 1:Let macros insert Conversation attributesThat way you could easily insert all the contextual information you need straight into the conversation with a few clicks. You could also use workflows to automate sharing context. Feature Request 2:Expose Slack thread links and Intercom conversation links as Conversation attributesIn its simplest form, it would also provide easy access to these values via the Intercom conversation sidebar instead of being buried in a private note.It would additionally allow these values to be used in macros. Intercom » Slack example: start a side conversation in a Slack channel and share a link back to the Intercom conversation. For Slack » Intercom, ideally this would be posted as a bot message only visible to users from the primary workspace (excluding Slack Connect users).

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2 days ago

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Chris ehmanNew Participant

Jira for Tickets to include historical notes when Jira case is createdSubmitted

Currently when you create a Jira case from Intercom, no historical notes from the Intercom request are sent to Jira. The work around is to use Copilot to compile the notes into a summary and then add that after the cases are linked. This is an unneeded step.

Saurav SidhantNew Participant

Allow Notion‑synced articles to be published to the public Help CenterSubmitted

Currently, when Notion content is synced to Intercom, the articles are view‑only and can’t be published to the public Help Center. This prevents teams like us that use Notion as their source of truth from publishing those articles directly to customers.We currently have to manually copy articles from Notion, paste it to Intercom, fix the formatting and then publish it.It also means, when we have to make any changes or update the articles, first we have to update the article on Notion, then copy the changes content, edit the individual article in intercom, paste the new content, fix the formatting and then publish it.It would be very valuable if synced Notion articles could be published to the Help Center while still being managed in Notion, so updates continue to sync automatically without manual copying.

Tim FremuthNew Participant

Adjustable Column Widths in Knowledge Articles OverviewSubmitted

As a user, I would like to adjust column widths in the Knowledge tab by dragging with the mouse, so I can display folder names and structures completely.Problem:Currently, longer folder names in the knowledge overview are truncated, which impacts readability and user experience.Desired Solution:Ability to adjust column widths by dragging column borders Similar to the functionality already available in the Inbox area Better readability of folder names and other column contentBenefits:Improved user experience Better overview of content structure Consistent interface behavior across different platform areas

Justine StewartConnector

Collate Product Ideas / Wishlist for more organized upvotingSubmitted

Checking these product ideas regularly is impossible, and it seems like there are similar ideas (relating to Knowledge Base, in my case) that aren’t being collated/grouped to accurately reflect demand. What if you summarised the top 10 requests every month and emailed them to all active wishlist/community participants to select their top 2? I think you’d get a more accurate picture of what your most active users want. Even better, email by product area, so you know what your Knowledge Base active users really want….

Justine StewartConnector

ACTUAL custom font colors in help centreSubmitted

There’s an idea listed as Implemented “Custom colors in the help centre” but the problem is, it doesn’t appear to actually have been implemented! On top of that, adding callout blocks is incredibly clunky, because you can’t highlight existing text and apply a style to it - you have to create the callout block, then cut and paste text/images into it. (And good luck with the images...that may or may not work). Even if you can’t add unlimited font color (or block color) options, it would be great to able to pick a few brand colors to add instead of only having bold, italics, or headings / standard limited callout block colors. And if you can’t do that, please at least make callout blocks able to be applied by selecting the block THEN click to add formatting.

Danielle MoermanNew Participant

Ability to show videos in Fin chatSubmitted

We currently have users requesting video tutorials. We’ve added a tutorials section to the Intercom help area, but right now it either just mentions the video or gives a number for the article. It would be a lot cleaner if Fin could also just show the video in the chat, or even link directly to the video itself without showing a number pointing to an overall article.

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2 days ago

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Nicole YNew Participant

Ability to include release comms within the Intercom Releases featureSubmitted

I would love to include release comms in the Intercom Releases Feature. Such as an email, banner or in app. That way I can have everything drafted and ready to go. When I click on Release it will publish the articles and send the comms.

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2 days ago

Parker VanderYachtNew Participant

Allow unpublishing existing articles as part of a Fin releaseSubmitted

When you publish a release, you can add new articles to Fin main, but you can’t mark existing published articles to be unpublished at the same time. Retiring old content has to happen manually, outside the release. This would be incredibly valuable when updating an existing feature on your platform. For example, if you completely overhaul a page in your software, and you’re testing this in a closed beta, you’d want one version of a help article for the legacy page and one version of the article for the page in beta. Once the feature comes out of beta to the general public, I’d love to have all articles related to the old page unpublished, and the new ones added as part of a second release.

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2 days ago

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Christoffer Konstantin RavnConnector

Full access to Workflows and Fin Training through APISubmitted

We would love to analyze and update workflows and Fin training setup through API, but this does not seem possible currently.Could you include this, or create a separate API for broader setup access? Or let me know, if I just missed it, if this is already possible.

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2 days ago

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Sarah VanEerdenNew Participant

BOLD or SHADE the font of a subcollection in the Help CenterSubmitted

BOLD or SHADE the font of a subcollection in the Help Center so users can tell the difference between an article and subcollection. There’s literally no size, background, or font weight difference in a subcollection header, compared to the article above it. It’d be great if it was clear that if they click the subcollection, they’ll get MORE articles.