Product Wishlist

Michael LeighNew Participant

Sync Banner content to Fin AI knowledge baseSubmitted

When a Banner is active in Intercom, teams should have the option to make its content available to Fin as a knowledge source. When the Banner is paused or deleted, that content should be automatically removed from Fin's knowledge base without any manual steps.The problemBanners are commonly used to communicate important product changes, outages, or announcements. In practice, many customers dismiss or skim banners without fully absorbing the information. This generates avoidable support volume — customers contact support asking questions the banner already answered.Fin has no visibility into active banner content today, so it cannot answer these questions accurately or consistently, even when the information is current and relevant.There are existing workarounds — such as creating a snippet or article with the same content — but these require manual cleanup after the banner is removed. Without that cleanup, outdated information remains in Fin's knowledge base, which creates a different problem.The proposed behaviourWhen creating or editing a Banner, an option is available to include the banner content in Fin's knowledge base. When that option is enabled and the banner is published, the content is automatically added as a contextual source for Fin. Fin can reference that content when responding to related customer questions while the banner is active. When the banner is paused or deleted, the content is automatically removed from Fin's knowledge base — no manual cleanup required.This closes a gap between what customers are told through banners and what Fin can actually answer. It reduces support volume during product change windows, improves the accuracy of Fin's responses, and removes a manual process that teams would otherwise need to manage themselves.

Forum|Forum|9 minutes ago

Henrik RActive User

Customize AI Summary Content for Inbound CallsSubmitted

We would like more control over what is presented in the AI Summary for inbound phone calls.Today, the AI Summary for inbound calls is automatically generated and cannot be customized. It would be very valuable if admins could influence or enrich the generated summary based on captured attributes during the call.Example use cases: Identification number Store number Customer ID Order number Selected menu option / routing path If these attributes are captured during the conversation or workflow, it would be extremely helpful to: Include them automatically in the AI Summary Control how they are formatted/presented Prioritize important operational data at the top of the summary Example:“Customer called regarding invoice issue. Store number: 12345678. Routed via Billing queue.”This would make inbound call summaries much more actionable for support teams and reduce the need to manually listen back to calls or search for key identifiers.

Forum|Forum|17 minutes 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|21 minutes ago

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Taylor ZormanNew Participant

Macros should populate conversation data in Slack side conversationsSubmitted

When using a macro in a Slack side conversation, macro variables (such as company name or custom attributes like Company ID) do not populate. The same macro works correctly in the main Intercom conversation, but the Slack side conversation thread leaves those fields blank.Because Slack side conversations are synced with the main Intercom conversation, it would be more consistent if macros could automatically pull the same conversation data (user attributes, company attributes, etc.) when applied in the Slack thread.This would improve teammate efficiency and reduce manual data entry when responding from Slack.

Forum|Forum|22 minutes ago

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bosbeestActive User

Manually add companySubmitted

I've found this question I had a few times on this platform and I can't wrap my head around the fact that this is not possible. I think this is very basic Support platform functionality. The answer from Intercom is; Use the REST API. This is not a workable answer for many people, so I suggest just adding a “+ Create new company” button in the Contacts section: Thanks for your consideration :)

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Forum|Forum|3 hours ago

Mor CohenNew Participant

Timestamps in Conversation UISubmitted

It is really important to show exact timestamp for each message in a conversation, and not just “3 days ago” or something like this. Why?For example I have one message from a customer on 10am, and then they get a reply later that day at 10 pm.If that was 3 days ago, I would see for both messages the 3d indication- but it won’t reflect that the customer has been waiting for 12 hours for a response. I know we have it in the reports, but I would like to see it while I review conversations, just like any other messaging app has. I think this is basic. Thanks

Forum|Forum|3 hours ago

Shanna AndersonNew Participant

Assign company based on domainSubmitted

Addition of domain field for companies with automatic email domain identification.When someone writes in from a domain that is clearly associated with a company, it would be helpful if the system automatically detected this. This would not only be helpful for reporting purposes but also for workflows where certain content is specific to a segmented audience. As an example, if Big Health’s domains are sleepio.com, trydaylight.com and bighealth.com, allow the team to specify those associated domains in company details and when someone writes in from teammate.name@sleepio.com, automatically assign the company “Big Health”. This would allow Fin to point to guidance specific to the “Big Health” audience in knowledge base and in workflows

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Forum|Forum|3 hours ago

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Ben HizakActive User

Message Recall (unsend) possible?Released

Hi,Gmail supports a 30 second “unsend”. Outlook provides “Recall” mail option. Does intercom have anything similar?

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Forum|Forum|5 hours ago

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Ebenezer.LaleyeIntercom Team

Animated GIF launchers for IOS and AndroidSubmitted

Animated GIF launchers for iOS and Android let users quickly discover, preview, and insert GIFs directly from the app. This makes conversations more expressive, fun, and engaging while keeping the experience fast and seamless across mobile platforms.

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Forum|Forum|8 hours ago

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Ismael Martinez MoralesNew Participant

Chat handling time metric excluding time after ticket submissionSubmitted

Currently, conversation datasets/reports measure handling time from the start of the conversation until closure. This includes time that occurs after a ticket is created, which makes it difficult to measure the true chat handling time for our frontline support.It would be helpful to have a new metric that measures chat handling time only until ticket submission, excluding any time spent after the ticket is created.This would allow teams to:Measure the actual time spent handling the chat conversation. Compare chat handling performance without ticket processing time. Build clearer SLAs and reporting for chat vs ticket workflows.

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Forum|Forum|12 hours ago

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CaoryNew Participant

Make Messenger window movable or detachable for embedded editorsSubmitted

We embed Intercom Messenger directly inside our product’s editor, and many users open a conversation specifically to ask questions while they continue editing. In this context, the current fixed-position Messenger window can cover important parts of the UI and make the editor hard to use.Our users are asking for the ability to freely move or detach the Messenger while keeping it open, so they can keep both the editor and the conversation visible and usable at the same time.Requested capabilities: Allow end users to move the Messenger window Make the Messenger window draggable by default, or Provide an option to enable “floating / draggable” mode per workspace or per app. Ideally remember the last position per user and restore it the next time they open the Messenger. Optional alternative: detachable / pop-out mode Provide a way to open the Messenger in a separate floating panel or browser window while keeping it connected to the current session. This would let users keep the editor full-screen while referencing the conversation side-by-side. Configuration for product teams A setting in Messenger configuration (e.g. “Allow users to move Messenger window”) so we can enable this behavior only on certain pages (such as editors, complex forms, or dashboards). An API hook/event so that we can react when users move or pop out the Messenger (for example, to adjust other UI elements). Why this matters: In tools with complex editors (site builders, app builders, design tools, etc.), users frequently need to ask questions while actively editing. A fixed Messenger that overlays the canvas or important controls leads to frustration. Allowing users to reposition or detach the Messenger would significantly improve usability and reduce friction, without requiring product teams to build their own support UI. This feature would help a lot of products where Intercom is embedded into a dense UI, and would directly address user feedback that “the chat gets in the way while I’m trying to work.”

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Forum|Forum|15 hours ago

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Lizzie BurnsNew Participant

Allow a setting to suppress link preview images on Help Center articlesSubmitted

There is currently no way to prevent the og:image tag from being populated on Help Center article pages. Customers and internal teams sharing article links in Slack see large, disruptive full-width image previews. We'd like the ability to leave og:image empty so links unfurl with text onNote: Favicon incorrectly used as og:image on Help Center article pages following mid-May 2026 rebrand from Intercom to Fin. Prior to mid-May 2026, Help Center article URLs shared in Slack unfurled with just a title and description—no image. Following Intercom's rebrand to Fin, article pages now populate og:image with the favicon, causing large full-width image previews in Slack. This appears to be a regression caused by a change on Intercom's end, not a configuration change on our end.

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Forum|Forum|22 hours ago

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Kaz ShepherdNew Participant

Allow Fin Recommendations to Consider All ResourcesSubmitted

Currently, it appears that the Recommendations tool within Fin > Analyze only considers Snippets and public articles (i.e. public synced webpages), but not internal articles. We hold many of our Fin resources as synced Guru pages, which are considered internal articles, so the recommended snippets are not able to consider what already exists there. The Recommendations tool would be so much more useful if it considered all of what Fin can actually use when constructing answers.Here’s what Fin shared with me when I asked why internal articles weren’t showing - thanks for considering!Internal articles that are accessible to Fin are not used when generating the recommendations in Fin > Analyze. Recommendations are generated by comparing failed Fin responses to successful human replies, and they’re only generated from your public articles and snippets (not internal articles). That’s why you’ll only see Snippets as “related content” in those recommendations, even if you’ve enabled internal articles for Fin to use in answers.

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Forum|Forum|22 hours ago

Julian BurkeNew Participant

Feature Request| Tag Logging Visibilit`y in EventsSubmitted

We need a way to be able to tell who applies tags and when. Making that information visible in the event logs would be extremely helpful.Additionally, this and other conversation events should have the ability to be pulled via API. I will submit a second topic for the API feature request.

Forum|Forum|23 hours ago

Shira RayevNew Participant

Custom “Snooze to tomorrow” timesSubmitted

Currently, “Snooze to tomorrow” is a fixed option to 9:00.I would like to suggest making this a custom field, meaning that as a company we can decide that “Snooze to tomorrow” will be set to 10:00 for example.(Same for other fixed snooze times)This will really speed up our process of having to use the “Custom” button every time.

Forum|Forum|1 day ago

Sarah ElyafiNew Participant

Fin Ai exportSubmitted

Improvment : export a single consolidated list including all your escalation guidance and all your escalation rules from the interface

Forum|Forum|1 day ago

SiobhanNew Participant

Allow additional editing of text when updating articles using OperatorSubmitted

At the moment, when using Operator to update article content, it would be great to have the ability to be able to edit additional sections of the article. Often when reading through the change proposals, I spot additional elements that require small updates, but I have to deal with that separately afterwards in the article editor. Having the ability to make these additional changes within the existing flow in Operator would be ideal.

Forum|Forum|1 day ago

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Zenamu TeamNew Participant

Auto-translate option for bulk (broadcast) messagesSubmitted

Hi Intercom team, we’d love to see an auto-translate option for bulk (broadcast) messages, so one message can be automatically sent in each recipient’s language. This would be a huge time saver for multilingual outreach. We can manually set )or better with API) set the language to each customer. Thanks for considering it.

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Pamela Van GasseActive User

Assign only teammates that are part of the team inboxSubmitted

At this time, when a conversation or ticket is assigned to a certain team inbox, each available teammate can be assigned to the conversation or ticket.When a team inbox is assigned to a conversation or ticket, it makes more sense that only the teammates that are a part of that inbox, can be selected to be assigned to the conversation or ticket.Ideally a configuration option would exist to decide which behavior is best suited for your environment.

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Julian BurkeNew Participant

Feature Request | Custom IP Options for VIP ClientsSubmitted

High volume Intercom clients should have options for custom IP handling to avoid message delivery failures. From current documentation it seems Intercom recycles a pool of IPs. Some of those recycled IPs get marked as spam, and that can cause spam systems to interrupt normal email communications even with long established customers. “Russian Roulette” is not a viable business strategy.

Julian BurkeNew Participant

Feature Request| Conversation Event Log API exposureSubmitted

Conversation event logs need to have the ability to be pulled via API.

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Hannah WangNew Participant

Last In First Out (LIFO) Conversation AssignmentSubmitted

We are looking for a way to implement Last In First Out (LIFO) assignment in our workload management settings. Currently, all the conversation sorting attributes (Conversation priority, Waiting since, SLA, Started at, and Team inboxes priority) are set up for First In First Out (FIFO) assignment, and there is no way to reverse the order to LIFO. It would be great to have the ability to set LIFO assignment across channels via Intercom’s conversation sorting attributes.

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Dallan KoyleActive User

Allow Multi Channel Communication in a single ticketSubmitted

I’d like to submit a feature request that would significantly improve our team’s workflow and customer experience.Currently, we often need to communicate with customers across multiple channels during the lifecycle of a single issue. For example, we use SMS for real-time communication, but rely on email when requesting or receiving attachments such as DOCX, XLSX, PDF, or JPEG files.At the moment, these interactions are separated, which makes it difficult to maintain a unified view of the conversation. We would greatly benefit from the ability to support multiple channel conversation threads—both customer-facing and back-office—within a single ticket.Ideally, this would allow:SMS conversations for quick, real-time communication Email threads for document exchange and longer-form communication All interactions to be linked and visible within one unified ticket viewThis capability would help our team stay organized, reduce context switching, and provide a more seamless experience for our customers.Thank you for considering this request. We’d be happy to provide additional context or participate in feedback sessions if helpful.

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Milasin PetrovicNew Participant

Workflows during a conversation: Add action "set ticket state"Submitted

Hello, For workflows using “During a conversation” such as the triggers “Customer sends any message” or “Teammate sends any message” we cannot change the state of the ticket. The goals would be: When Teammate answers to a ticket with the submitted status, change the state to “In progress”. When customer answer to a ticket with the resolved status, change the state to “Submitted”.

RoyTop Expert ✨

Dynamic UI Previews: Generating Ephemeral App Experiences from API Responses in Fin FlowsSubmitted

⚠️ Problem StatementCurrently, when a Procedure Builder configures a flow to fetch external data (e.g., retrieving a list of recent orders, linked accounts, or purchased products via an API), the experience often breaks continuity. After the data is fetched, Fin has to ask the user to manually type out the specific order number or product name into a blank text input. This manual transcription introduces friction, increases the margin for user error, and degrades the premium "app-like" messenger experience. ✅ Proposed Solution / Feature ConceptIntroduce an automated, temporary messenger app experience generated dynamically from API payloads. Instead of returning raw text or forcing a manual text reply, Fin should leverage an ephemeral UI component (a "Preview App") directly inside the messenger canvas.When an API response returns an array or an object collection, the Procedure Builder should be able to map those objects to interactive UI elements. The customer can then simply click/tap their selection from the visual response to advance the flow. 🛠️ Example Use Case / Flow Step 1: Fin initiates a backend check: "Display all orders for this customer." Current State: Fin lists the text or drops a blank input box: "Please type the order ID you are referring to." Proposed State: Fin renders an interactive list/carousel card component showing the last 3 orders (Order #, Date, Total). Step 2: The customer clicks the specific order card. Step 3: Fin instantly updates the context and moves to the next interactive picker: "Which product from this order are you referring to?" (Renders clickable Product Items).