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    3155 Ideas

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    Patrick CorreiaNew Participant

    Drag email addresses from "CC" to "To" and vice versa like Gmail and OutlookSubmitted

    Hello team, I would like to make a suggestion regarding your email composing layout and functionality. As it stands, if I would like to move some of the recipients from the “To” section to the “CC” or “BCC,” I am not able to simply click and drag the email addresses from one field to the other. I need to copy and paste the emails and select them from a list all over again. This is not horrible; however, with such functionalities already available in Gmail and Outlook, I believe this would improve efficiency and the quality of life for Intercom users. If you could please take a look at adding this feature, it would be greatly appreciated, and many users would benefit from it. Thank you  Patrick

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    Forum|Forum|1 month ago
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    Clément JamardNew Participant

    Drag and drop email recipientsSubmitted

    It would be incredibly useful if Intercom allowed agents to drag and drop recipients between the To, Cc, and Bcc fields when composing an email reply.Today, moving a recipient from one field to another requires removing them, searching for their email address again (or copying and pasting it), and re-adding them to the desired field. This is a small but frequent friction point for teams that primarily communicate via email.A common workflow for us is when our Customer Success team forwards a customer request to Support. When replying, we often need to make the customer the primary recipient (To) while moving the CSM to Cc so they stay informed. With multiple recipients, this becomes unnecessarily time-consuming.Instead, recipients should behave like draggable “chips” that can simply be moved between the To, Cc, and Bcc sections.Benefits:-Faster email composition.-Fewer manual copy/paste or search operations.-Reduced risk of sending a reply to the wrong primary recipient.-More intuitive handling of forwarded conversations and multi-recipient support workflows.This would be a small UX improvement but would save our support team time every day, especially when handling email conversations involving Customer Success, customers, and multiple stakeholders.

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    Forum|Forum|1 month ago
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    Clément JamardNew Participant

    Drag and drop recipients between To, Cc, and Bcc fieldsSubmitted

    It would be incredibly useful if Intercom allowed agents to drag and drop recipients between the To, Cc, and Bcc fields when composing an email reply.Today, moving a recipient from one field to another requires removing them, searching for their email address again (or copying and pasting it), and re-adding them to the desired field. This is a small but frequent friction point for teams that primarily communicate via email.A common workflow for us is when our Customer Success team forwards a customer request to Support. When replying, we often need to make the customer the primary recipient (To) while moving the CSM to Cc so they stay informed. With multiple recipients, this becomes unnecessarily time-consuming.Instead, recipients should behave like draggable “chips” that can simply be moved between the To, Cc, and Bcc sections.Benefits:Faster email composition. Fewer manual copy/paste or search operations. Reduced risk of sending a reply to the wrong primary recipient. More intuitive handling of forwarded conversations and multi-recipient support workflows.This would be a small UX improvement but would save our support team time every day, especially when handling email conversations involving Customer Success, customers, and multiple stakeholders.

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    Forum|Forum|1 month ago
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    Venn VillanuevaNew Participant

    Ability to hide/toggle visibility of specific Reply Buttons in Workflows / MessengerSubmitted

    Hi Intercom Team, We are using Workflows to set up an IVR keypad mapping, but our phone menu options are non-sequential. To match the phone keypads (e.g., Press 1–4, and Press 8), we had to create "Blank" placeholder reply buttons (Blank 5, Blank 6, etc.). The Problem: When customers open the Messenger widget, these placeholder buttons ("Blank 5", "Blank 6", etc.) are visible to them, creating a confusing user experience.   Proposed Feature: Add a toggle or setting to hide specific Reply Buttons from the Messenger UI so we can keep the IVR key mapping without showing empty buttons to customers on chat. Would love to see this added to the roadmap!

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    Forum|Forum|1 month ago
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    Venn VillanuevaNew Participant

    Option to hide/toggle off Phone IVR options in the Web WidgetSubmitted

    Hi Intercom Team,I'd like to request an option in Workflows to toggle off/hide Phone IVR options from showing up in the Web Widget. Current Problem: When a workflow includes Phone IVR routing, the IVR reply options are also displayed inside the Web Widget UI. This causes two major issues: Broken Routing: If a customer clicks the IVR options on the web widget instead of pressing the key on their phone keypad, the system fails to capture the input properly. This leads to dropped routing and calls not reaching the intended agents. Confusing UX: Web chat users see phone-specific keypad options (e.g., "PRESS 1", "PRESS 2") that aren't meant for chat interactions.   Proposed Solution: Add a simple setting/toggle in the Workflow builder (e.g., "Hide IVR options in Web Messenger") so we can choose whether IVR menu options should be visible on the web widget or strictly restricted to the phone channel. This would prevent customer confusion and fix broken call-routing flows. Would love to see this added!

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    Forum|Forum|1 month ago
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    Jonathan MateusNew Participant

    Add an "Audience" filter to the Procedures sectionSubmitted

    Currently, when navigating the Procedures section, we have some great filtering options like State, Channels, Live first, Tags, and Date range. However, as our workspace scales and our team creates more targeted procedures, managing and finding specific ones is becoming a bit challenging. It would be incredibly helpful to add an Audience filter to the main Procedures view. The idea is to have a dropdown where we can easily switch between specific audiences—for example, quickly toggling between our "Peru" audience and our "Colombia" audience—to see exactly which procedures are active for each segment. 

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    Forum|Forum|1 month ago
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    alexheidiNew Participant

    A/B testing for proceduresSubmitted

    We're rolling out Procedures gradually to protect quality, which means we need a way to measure the impact of a Procedure on resolution success before expanding its scope. Today the only way to control which conversations a Procedure runs against is to gate it on a customer attribute (e.g. user segment, plan type). That introduces cohort bias: the two groups experience the product differently to begin with, so we can't isolate the effect of the Procedure itself. The comparison isn't apples-to-apples.Request:A native A/B test mode on individual Procedures, where:- Fin randomly assigns eligible conversations to treatment (Procedure runs) or control (Procedure doesn't run) at a configurable split.- Eligibility is defined by the Procedure's existing trigger conditions, so randomisation happens *inside* the qualifying topic space rather than across unrelated cohorts.- Reporting shows a 1:1 comparison of outcomes between the two arms: resolution rate, CSAT, handover 

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    Nathan Sudds
    Forum|Forum|1 month ago
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    tjollzonNew Participant

    Report on teammate @mentions (who tags who)Submitted

    I’d like the ability to report on how often teammates @mention each other in conversations, including who tagged whom and how frequently over time.This would help us:Measure how much support teammates need during onboarding and training Identify patterns where certain teammates rely heavily on others Track improvement over time as teammates become more independentIdeally, this could be visualized in reports (e.g. charts) and filtered by teammate, time period, and team.

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    Forum|Forum|1 month ago
    Andrii Fedyk
    Andrii FedykActive User

    Allow update ` conversation_rating` using REST APISubmitted

    Currently, when we call update conversation endpoint, `conversation_rating` is ignored. Example of cURL: ```curl --location --request PUT 'https://api.intercom.io/conversations/123' \--header 'Intercom-Version: 2.13' \--header 'Accept: application/json' \--header 'Content-Type: application/json' \--header 'Authorization: Bearer ·········' \--data '{    "read": true,    "conversation_rating": {        "rating": 3,        "remark": "Great service!",        "created_at": 1743418589,        "contact": {            "type": "contact",            "id": "67cec2109944eda2f12131ca"        },        "teammate": {            "id": "6827948",            "type": "admin"        }    }}'``` In our scenario, we want to allow admins to ask contacts to rate conversations. Users are coming from Telegram app. The integration is implemented over REST API. The proposed changes allows to introduce “rate conversation” feature in the Telegram app.Similar idea was shared in the past here.

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    Andrii Fedyk
    Forum|Forum|1 month ago
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    Emily AxelNew Participant

    Handle Markdown better in NotesSubmitted

    We have an integration to transfer updates directly from connected linear tickets into internal notes on Fin tickets. however, the way notes handle markdown is kinda unwieldy. Any markdown element gets entered as a full-width line of text, making the notes pretty hard to read. Example:  shows on Fin as:   When you have lots of markdown elements denoted as `code` it makes it very hard to read a note. 

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    Forum|Forum|1 month ago
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    Edward PearceNew Participant

    the new reply bos is too large and takes up half the screenSubmitted

    The new reply box to customers has been changed and it takes up half the screen making it difficult to read the previous messages

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    Forum|Forum|1 month ago
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    Dean TavenerNew Participant

    Email viewport not wide enoughSubmitted

    Wide emails (with images or tables) are hard to read because they are cut off horizontally by your limited viewport. This is even on a large monitor! It’s nearly impossible on a smaller 13” screen/Please give us the option to pop-out or full-screen view emails so we can read the content without horizontal scroll.

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    Forum|Forum|1 month ago
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    Mikayla WoodNew Participant

    BCCSubmitted

    Please give the option to automatically set up a BCC so we can link our emails into Hubspot, we are currently having to manually enter in the BCC every time we send an email 

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    Forum|Forum|1 month ago
    Rosemary Stone
    Rosemary StoneActive User

    Expand/contract topics in Help Centre Table of Contents - easy method requiredSubmitted

    Go to Settings, Help Centre, [YourHelpCentreName]. The TOC (Table Of Contents) is displayed with all collections EXPANDED by default: It would be great if there was an icon to expand/contract TOC (a toggle):Use case - I have 9 collections, each with multiple sub-collections. If I am working on the 9th, I need to click to contract MANY times or scroll down down down to navigate. And because the screen refreshes to expanded view every time I return to this view, I have to do the whole over again. Time after time, all day!If there was a simple expand/contract toggle at the top I would be so happy.  

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    Rosemary Stone
    Forum|Forum|1 month ago
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    Cecilia Bjerring KnudsenNew Participant

    Add filter options for the native Article reportSubmitted

    I am really looking for a way to see total views of articles in the different languages we have our Help Center enabled in  I want to compare how many views we have of Japanese articles vs German articles for example.  With the current native article report from intercom, I am not able to add any filtering options whatsoever. I would LOVE for this to be available. 

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    Rosemary Stone
    Forum|Forum|1 month ago
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    ethangould4New Participant

    Allow for Slack Integration through Fin to provide hyperlinks for recommended articlesSubmitted

    Currently with the slack integration, if Fin recommends any articles that could help for the time being, they are not hyperlinked. See example below.   within Fin however, they do appear hyperlinked, just not within Slack.please let me know if there are any questions! 

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    Forum|Forum|1 month ago
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    Briana M.New Participant

    Improve Email Follow-up Experience for Phone ConversationsSubmitted

    We would like to see improvements to the email follow-up workflow for conversations that originate from inbound phone calls.Our teams frequently need to send email follow-ups after a phone call when an issue cannot be resolved immediately. However, the current experience lacks transparency and control.When an agent selects Reply within a phone conversation, there is no indication of which Reply From email address is being used. Agents cannot change the Reply From email address if needed. The outbound email appears in the conversation more like a chat message than an email, making it unclear whether the customer received an actual email or simply another conversation message.What we’d like to see:The conversation be able to be changed to email when the conversation is initiated by phone call within the same thread. In additionDisplay the Reply From email address whenever an agent sends an email from a phone conversation. Allow agents to select or change the Reply From address (where applicable). Allow agents to add / change the Subject line Clearly distinguish outbound emails from chat messages within the conversation timeline. Provide clear visibility into how the customer will receive the message (email vs. in-app/chat).A more intuitive and transparent email workflow for phone conversations would significantly improve agent efficiency and reduce uncertainty when following up with customers

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    Forum|Forum|1 month ago
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    Maria KontaNew Participant

    FIN able to detect loops/ count turns/ conversation durationSubmitted

    What has been tried: We attempted to address this by implementing and refining a configurable looping behavioural instruction rule, including expanding the frustration signal vocabulary and broadening the trigger criteria. Testing confirmed the rule fires reliably for verbatim-repetition loops. For progressive loops — where the customer advances the conversation rather than repeating it — the rule does not fire. This is a platform-level constraint, not a configuration gap: cross-turn state tracking is not available within the current behavioural instruction layer.We are requesting a conversation-state-aware loop detection mechanism built into Fin's core runtime, with the following properties:1. Turn counting with topic continuity tracking Fin should track, across turns, whether the customer's underlying issue has changed or whether they are persisting with the same root problem. A customer who addresses the same issue across 3+ turns — even from different angles — should be flagged as looping, not just customers who repeat the same sentence. Sometimes looping shows differently accross each conversation, it may appear as progressive instead of stagnant. 2. Frustration signal accumulation Rather than a single-turn evaluation ("does this message indicate frustration?"), Fin should accumulate frustration signals across the conversation. A neutral message following two rejected or corrected responses should be scored differently than the same message at the start of a conversation.3. Conversation re-open recognition If a customer re-opens a conversation (within, e.g., 24 hours) after it was closed as assumed resolved, Fin should treat this as a strong signal that the prior session did not resolve the issue and apply a lower escalation threshold in the re-opened session.4. Time awareness Fin should be able to tell how long a customer is involved in the conversation with FIN and make a call depending on the time spent chatting to offer human assistance or not All these should be confiurable on workspace level and useable in guidance to customise FIN messaging to customer.

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    Forum|Forum|1 month ago
    Matej Bosnjak
    Matej BosnjakNew Participant

    Expose quoted/forwarded email thread content via the public REST APISubmitted

    Hi Intercom team,When a customer replies to an outbound email and includes a quoted or forwarded email thread, that content is currently only accessible via a private Ember endpoint and is not returned by GET /conversations/{conversation_id}.For teams building automation or AI on top of the Intercom API, this is a significant blind spot. The quoted thread often contains the most relevant context - original invoices, prior correspondence, or forwarded messages from third parties.What we are asking for: Expose the quoted/forwarded email body content as part of the conversation parts response in the public REST API, either inline or as a separate field on the relevant conversation part.Use case: AI billing support agent that needs to read the full case context, including any email history the customer has included in their reply, in order to classify and respond accurately.Connected community thread: We would love to see this prioritised and are happy to provide further details or test any beta implementation.Best regards,Matej Bosnjakreev

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    Matej Bosnjak
    Forum|Forum|1 month ago
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    rayanrichNew Participant

    Streamlining international parent onboarding for cross-border fertility programsSubmitted

    Hey everyone,I wanted to share an idea/workflow thought around optimizing the early onboarding journey for international customers—specifically for complex services like global healthcare and family-building programs.When intended parents look into ukraine surrogacy, the biggest friction point isn't interest—it's navigating multi-step medical intake, legal clearances across different jurisdictions, and time-zone delays between clinics and patients.Implementing targeted Intercom Series/Outbound flows right after the initial inquiry could make a huge difference here. For instance: Automated Intake Routing: Triggering dynamic Custom Bots based on the user's home country to instantly deliver relevant legal/medical criteria. Proactive Tour/Guide Messaging: Using targeted banners during session idle time to highlight transparent program breakdowns and clinic timelines. Asynchronous Consultation Scheduling: Integrating direct calendar booking into the first chat message to bridge time-zone gaps immediately. Has anyone here set up automated chat flows for high-touch, cross-border services like this? Would love to hear how you handle balancing automated compliance checks with maintaining a warm, empathetic tone!

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    Forum|Forum|1 month ago
    Sam Brewerton
    Sam BrewertonNew Participant

    Better filtering on reportsSubmitted

    If you filter on a spreadsheet, you can multi-select, multi-remove, clear all or add all and it has a text box to search for specific words. I’d love Intercom to replicate this on your filter tool on a report.I find it so frustrating when you select a filter, like a specific conversation tag, it then bumps you back up to the top and you have to scroll back down again. You should have the ability to ‘select-all’ once you’ve started searching.

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    Sam Brewerton
    Forum|Forum|1 month ago
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    KrystianNew Participant

    Dedicated "workflows" button in the side panelSubmitted

    It used to be simple to access workflows - a single button in the side panel would bring you to the list of all your workflows. Now, it's hidden under Fin (why?), and then you have to select a "service" role to even get there (also why? a role selection should not take you to a different place - this should be built into user seats, not placed in a random place). I would not have found it if it weren't for Google. That's just bad design.Workflows are still widely used and should be easily accessible - definitely not hidden like this. How do you expect customers to find this on their own?

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    Forum|Forum|1 month ago
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    Mia Aurora SolengNew Participant

    Code blocks should become inline code blocks if Shift is held for newlineSubmitted

    Typing triple backticks at the start of a note creates a code block, however if anything is typed at all followed by a newline (Shift + Enter, not just Enter) it creates an inline code block (single backtick). If I remove those newlines and hit enter without Shift I’m able to create a full code block with triple backticks. It was hard to discover this “fix”, so it seems more like a bug than an intended feature.

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    Forum|Forum|1 month ago
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    Daria ShukaloNew Participant

    Reviewee in the MonitorsSubmitted

    Right now, there isn’t a way to manually change the reviewee for a conversation that’s already in a Monitor. There are cases where one agent was handling the customer conversation, yet the chat was closed by a different agent. In such cases, we would like to assess the first agent’s performance, not the one who merely closed the chat.

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    Forum|Forum|1 month ago
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    Laura CelentanoNew Participant

    Customisable Default Sidebar ViewSubmitted

    I would love to be able to set what I want every user in our Intercom to see when it comes to the sidebar. At the moment I can make changes on my side, but this won’t always reflect the changes for everyone so we need to ask them all to do this (not efficient).  For example, we’ve added a new attribute to Lead Data, I pinned it to a user so now I see it across all user profiles. But my team can’t - they have to do the same change on their side to be able to see this.

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    Forum|Forum|1 month ago

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