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Forum|Forum|2 years ago

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MaiNew Participant

[Feature Request / Bug] Android & iOS SDK: Draft text is lost during back navigation in IntercomSpace.HomeSubmitted

Description: When using Intercom.client().present(IntercomSpace.Home) on both Android and iOS Mobile SDKs, users experience total loss of input text if they navigate away from an active thread.Steps to Reproduce: Launch Intercom using IntercomSpace.Home. Tap on an existing chat or start a new message under "Contact Support". Type a message into the input field, but do not tap send. Tap the top-left back arrow (←) or hardware back button to return to the Home space. Re-open the same chat or message composer. Expected Behavior: Unsent draft text should be retained in the input composer when the user returns to the thread view.Actual Behavior: The input field is completely cleared, forcing the user to re-type their entire message. This causes high friction, particularly when users navigate away to copy details from other screens in our app.Environment: Platforms: Android & iOS SDKs Method Used: Intercom.client().present(IntercomSpace.Home)

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Forum|Forum|9 minutes ago

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Hannah JoyNew Participant

Delayed Send & Undo Send for EmailsSubmitted

Feature RequestAdd the ability to configure a short delay before outbound emails are sent, with an Undo Send option available during that window.Similar to what exists in Messenger.Problem / Use CaseCurrently, once an agent sends an email in Intercom, it is sent immediately. This leaves no opportunity to catch a typo, incorrect information, missing attachment, or accidental send after clicking Send.Other CRIM’s (i.e. Kustomer) offer a useful workflow where an agent can send an email as normal, but the message remains in a temporary suspended state for a short period before actually being delivered. During this window, the agent can select Recall/Undo, which returns the email to draft so it can be edited and resent.This provides a simple safety net without adding additional steps to the normal email workflow.Proposed SolutionIntroduce a configurable Send Delay for outbound emails in Intercom.For example, an admin or individual user could configure a delay of 30, 60 or 120 seconds. When an agent sends an email:The email enters a temporary pending/suspended state. The UI displays an Undo Send option and, ideally, the remaining time before the email is sent. If the agent selects Undo, the email returns to draft and can be edited. If no action is taken, the email is automatically sent once the configured delay expires.BenefitThis would reduce accidental or incorrect emails, give agents a chance to catch mistakes immediately after sending, and provide additional confidence when communicating with customers, all without disrupting or slowing down the standard workflow.

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Forum|Forum|1 hour ago

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Nikola MaNew Participant

Relocate the "Pull Conversation" button to prevent accidental clicksSubmitted

Issue:The "Pull Conversation" button is currently located directly below the active conversation list. Because of its placement, team members frequently click it by accident when selecting or navigating between chats, disrupting their workflow. Suggested Solution:Move the "Pull Conversation" button to a different position within the interface (such as the top control bar, side panel, or header area) where it won't be triggered accidentally during normal chat navigation.

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Forum|Forum|2 days ago

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Jim RoweNew Participant

Audience-restricted articles still appear in Table of Contents and SearchSubmitted

If I restrict an article, for example, to just my subscribed Users or, if I want to restrict Client-specific information to just a particular Client, the title of the articles still appear in the ToC and Search Results.This is a pretty major information/security leakage. Just the document title itself may give away proprietary or client-specific information. The Help Center really ought to be able to completely restrict visibility of an article to its Audience. The current implementation is pretty insecure and insufficient.

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Forum|Forum|2 days ago

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Jared PaulsNew Participant

Sheets Availability for Inbox AppsSubmitted

For inbox apps canvas is the only available feature to use and is very limited. We have an in house copilot that we would like our agents to use via intercom. Canvas severely limits our options to achieve this.Examples of pain points:Lack of options for text styling. Expects to function in a syncronous fashion which doesn’t work with a copilot (our workaround was support extended the timeouts). The ability to ack the request then load the canvas once ready would’ve been preferred. Can’t do any custom js, everytime the canvas is updated the whole card is replaced and pulls the view to the top. When you are working on a thread with a copilot, getting pulled to the top and having to scroll down every question makes it unusable. 64 KB content limit.

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Forum|Forum|2 days ago

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Isaiah CroattNew Participant

Add the ability to forward emails as part of a workflow or procedureSubmitted

Hello Intercom team! I have a feature request that is probably somewhat unique. We have some external systems that our admin teams will forward emails to that do automated entry of things like purchase orders so that we can easily convert them to sales orders in our enterprise systems (Netsuite in this case). Right now, we have to do this manually for email conversations coming in that have purchase orders attached to them, but this process could be fully automated if we had a way to enable Fin to forward emails as part of a workflow or procedure. Currently there is no way to do this on the platform and as such we cannot automate those conversations. It would be awesome if email forwarding was added as an action that was available as part of those flows so that we could enable automation of this process! I am sure there are other use cases for this too that would be beneficial to other Intercom users.If you need any further context about our use case, let me know!

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Forum|Forum|2 days ago

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juan.uribe_nueNew Participant

Conversation Transcript Download - non-creator userSubmitted

Allow users and participants on Tickets to download transcripts, not just the Ticket/conversation Creator. Provide a feature or configuration setting to turn this On/Off. We have organizations where multiple users have access to their conversations and Tickets and are requesting for anybody within their organization to be able to download the transcript for their own documentation and audit purposes. Thanks

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Forum|Forum|2 days ago

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ArkadyNew Participant

Add full conversation priority levels (None, Low, Medium, High, Urgent) to the API and WebhooksSubmitted

Intercom recently changed from Star mark on chats to a five-level conversation priority scale in the Inbox and automation tools: None, Low, Medium, High, and Urgent. It works great in UI for inbox and available in workflows. However, the REST API and Webhooks only exposes a binary priority field with values priority or not_priority. This makes it impossible to align conversation priority with external systems and use the full native five-level scale. Request: extend the API and Webhooks to return and accept the full priority levels (None, Low, Medium, High, Urgent) so integrations can match the native Inbox priority model, without the need for additional custom attribute.

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Forum|Forum|2 days ago

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Erin KActive User

Would love the ability to close certain conversations but not send CSAT score.Submitted

Would love the ability to close certain conversations but not send CSAT score.

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Forum|Forum|2 days ago

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Laura CelentanoNew Participant

Conversational support funnel - Fin inclusionSubmitted

Can you please add Fin into the Conversational Support Funnel? So we can see from start to finish how customers are being supported? Right now there’s no Fin involvement visibility

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Forum|Forum|2 days ago

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Shane MoriahNew Participant

Conversation attributes now collapsed previews instead of fully displaying?Submitted

It seems there was a UI change recently that made all sidebar conversation attributes show only a few characters of preview and force you to click into each one-by-one to get the actual data inside. This is a big time drag when those fields get auto-populated for conversations and cannot be read by a support agent at a glance without clicking in and out of lots of individual fields. There doesn’t appear to be any way to go back to the old view where the fields were expanded by default. When did this happen, and can a configuration be added either globally or per field to have it fully expanded in the sidebar by default for ease of use on key fields?

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Forum|Forum|2 days ago

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Brianna SteadmanNew Participant

Feedback on Ticket Notification EmailsSubmitted

Hi Intercom team,We’ve received feedback from one of our customers about the automated ticket reminder emails sent through Intercom. The customer mentioned that it’s difficult to identify which ticket the message refers to—especially when they have multiple open tickets.For example, the email notification simply says something like:“Just checking in, we haven’t heard back from you yet…”However, there’s no clear reference to the specific ticket or conversation thread (e.g., ticket subject, number, or summary). This makes it challenging for users to know which issue the email is about.It would be really helpful if these reminder emails included identifying information such as: The ticket or conversation ID A short subject line or summary of the ticket Or even a direct link to the relevant conversation This would make it much easier for users managing multiple requests to respond correctly and efficiently.Thank you for considering this feedback!

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Forum|Forum|2 days ago

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Ivan HavrylinNew Participant

Make the possibility to select channels for Email notification, so they are not sent in all channels you haveSubmitted

I want to be able to select which channels the Email notifications will work for; right now, I can only turn it on and off for the whole Workspace.Recently you added the Telegram channel, and the Email notifications are sent EVERY TIME if the user doesn’t reply quite fast, and this is very annoying and inconvenient.Also, there is another issue because of this: when the notification is sent, the channel is switched to Messenger(according to your support reply), and the Workflows with Telegram channel don’t trigger anymore, so there is basically no way to set up any Workflows for the Telegram channel with the convenience that they will work at all.

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Forum|Forum|2 days ago

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Clémence LiquoisNew Participant

Automatic Translation of Help Center ArticlesSubmitted

Today, it is possible to easily translate content within conversations. However, the translation of Help Center articles is still not automated.This limitation creates a significant workload, especially when managing multiple languages in the Help Center.In the age of AI and given the rapid evolution of your tools, it feels surprising that automatic translation of Help Center content is not yet available. Introducing this feature would provide major benefits in terms of time savings, consistency, and overall efficiency.

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Forum|Forum|2 days ago

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ImmortalNew Participant

Add date to Operator chatsSubmitted

Please add a date to Operator chats so we can easily see when a conversation with an Operator took place.For example, we need to perform a monthly check and currently have no convenient way to determine when we last contacted an Operator. Being able to see the date of each Operator chat would make this much easier.This could also be useful for other use cases where we need to track the history or frequency of Operator conversations.

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Forum|Forum|2 days ago

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ImmortalNew Participant

Switch between Monitors while reviewing a conversationSubmitted

Currently, the same conversation can appear in multiple Monitors. Sometimes this is expected because a conversation is relevant to several evaluation criteria, while in other cases it may appear in a Monitor but not actually meet its criteria.When reviewing a conversation in one Monitor, I’d like to be able to switch to another Monitor and evaluate the same conversation against its criteria, without having to leave the conversation, open another Monitor, and search for the conversation again.A “Switch Monitor” dropdown/button would make this much easier. It could show the Monitors where the conversation is available and allow us to immediately switch the evaluation context.This would be especially useful for teams that use multiple Monitors to evaluate different aspects of the same conversations.

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Forum|Forum|2 days ago

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Jonathan MateusNew Participant

Keep mentions as "seen" instead of disappearing from the Mentions inboxSubmitted

Currently, when a teammate views a mention (@mention) in the Inbox, it disappears from the Mentions section entirely. This creates a real risk of losing track of important conversations where you were mentioned. Our request is to change this behavior so that:1. Viewed mentions remain visible in the Mentions section, marked as "seen".2. Mentions are only removed from the list when the teammate explicitly dismisses them.3. There is a clear visual distinction between unread and seen mentions. This is critical for teams that rely on @mentions for internal collaboration and handoffs. When a mention disappears after being seen, there is no reliable way to go back and find the context of why you were mentioned — especially in high-volume inboxes. Expected behavior: Mentions should persist and be marked as "read/seen," not deleted from view. Current behavior: Mentions disappear once viewed, making them impossible to recover without searching manually. Thanks

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Forum|Forum|3 days ago

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BreeNew Participant

Allow undoing the thumbs up / thumbs down feedback in Fin conversationsSubmitted

Agents sometimes accidentally click the thumbs up or thumbs down feedback in Fin conversations. Once submitted, the rating can’t be changed or removed. It would be helpful to add an option to undo or edit the feedback after it’s been submitted.

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Forum|Forum|3 days ago

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Jaime Del Prado AbrilNew Participant

Preview of filled WhatsApp template before sendingSubmitted

When sending WhatsApp templates with variables, there is currently no way to preview the fully rendered message before it is sent. After assigning variables, users still only see the template with placeholders.It would be very helpful to have a filled preview that shows the exact message that will be sent after variables are replaced. This would make templates much safer to use when communicating with clients.

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Forum|Forum|3 days ago

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Amelia JohanssonNew Participant

Duplicates filter when sending emails.Submitted

I’ts quite usual for us that user duplicates is created in Intercom. But PLEASE make it possible to sort out duplicates by email address. There can’t be a single person who needs the same email, to the same email address at the same time. Just give us an option to avoid duplicates when setting an email live “send to each email address once” or something like that instead of sending to each user as a standard.

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Forum|Forum|3 days ago

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BenSoloNew Participant

Suppressing Escalation Text over EmailSubmitted

We are looking to dynamically update FIN attributes on every single customer reply. To do this we pass conversations through a workflow where FIN is present every time a customer sends a new message. We use escalation rules to ensure that the conversation remains assigned to a rep. However, FIN sends generic escalation text. This is confusing for the customer and ideally we’d be able to suppress this text.Sharing as a feature request

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Forum|Forum|3 days ago

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AchiniNew Participant

Improve trend indicator for “Median ticket time to resolveSubmitted

Currently, the Median ticket time to resolve metric shows the comparison change in green when the resolution time has increased compared with the previous period.For resolution time, an increase is generally a negative trend, as tickets are taking longer to resolve. However, the green indicator can make it look like an improvement.Suggestion:Could the trend indicator consider whether an increase or decrease is positive for the specific metric?For Ticket time to resolve:↓ Lower resolution time → Green / positive ↑ Higher resolution time → Red / negativeThis would make the dashboard easier to interpret at a glance and better reflect actual support performance.

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Forum|Forum|3 days ago

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TonyFNew Participant

Simple, brand-aware one-off email sending — pick a brand, see the signature/logo before sendingSubmitted

We run a multi-brand support operation (several brand identities under one workspace), and sending a single branded email to one customer is currently more complicated than it needs to be, especially compared to other helpdesk tools we've used previously.Today, there are two ways to send a one-off email to a customer, and neither one gives a simple "pick the brand, see the correct branding, send" experience:Contacts → New conversation → Email — this is genuinely the simplest composer (no title, no draft/set-live state), but the brand-specific signature/logo is only applied invisibly at send time, based on whichever Brand happens to be set on the conversation. There's no live preview of the branding before sending, and the "From" address has to be manually matched to the intended brand — it's easy for these to get out of sync (we caught this ourselves live: a conversation's Team Inbox was set to one brand while the From address defaulted to a completely different brand). Outbound → Messages — this does let you build a branded template and see the logo/branding before sending, but it's built for campaigns: every message requires a title, has a Draft/Set live state, and needs a Fixed audience set up even to reach a single person. This is a lot of unnecessary overhead for what is really just "send this one customer a branded email right now."Requested feature: a simple one-off email flow (like option 1 above) that lets the sender pick which brand they're sending as, and then shows a live preview of that brand's logo/signature directly in the composer before sending — without needing to build or select a full Outbound campaign template, set a title, or manage a draft/live state. Effectively, we're asking for the branding-preview strength of Outbound templates combined with the simplicity of the one-off Contacts/Inbox composer.For businesses operating under different regulatory obligations per brand, this also isn't just a cosmetic issue — a customer receiving the wrong brand's identity on a confirmation email is a real compliance risk, not just an inconsistent-look problem.

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Forum|Forum|3 days ago

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TonyFNew Participant

Let macros populate the email Subject line, not just the bodySubmitted

Right now, macros in the Inbox composer only insert body content — the Subject line always has to be typed manually by the teammate before sending, even when a macro is being used for a very specific, repeatable scenario (e.g. a closure confirmation, a verification request, a bonus/promo response).For teams sending the same categories of email repeatedly, this means every send still needs a manually-typed subject, with no consistency guarantee and an extra manual step that's easy to forget or get wrong — especially across multiple brands/languages where the correct subject wording varies.Requested feature: allow a macro to optionally carry a pre-set Subject line, so that when the macro is inserted into an email reply or new conversation, the Subject field auto-fills along with the body. This would make macros function as true one-click email templates rather than body-only snippets, and would reduce inconsistent or missing subject lines across a support team.

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Forum|Forum|3 days ago

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Emily BernknopfNew Participant

Snoozing Cases for OthersSubmitted

Hey team, Some members of our team have cases un-snooze after their work day. People go in and snooze the cases again however, we just learned that when you snooze a case for a specific time, it snoozes it in your time zone and not the time zone of the person the case belongs to.Is it possible to change this so that it always defaults to the time zone of the case owner rather than the person snoozing it on their behalf?

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Forum|Forum|4 days ago