Product Wishlist | Community

Skip to main content

Help Center
Academy
Developer Hub
Partner Hub
Hire an Expert

Create New Topic
Login

🎅 How to prepare your Fin AI Agent for Christmas 🎅

19 days ago

Home
Ideas

Product Wishlist

Share product ideas and upvotes with our product team

Your Guide to Joining the Beta Group & Navigating the Product Wishlist

Join the Beta Group 🎉 You can now join the Beta Group and get exclusive early access to product betas, share feedback and contribute to shaping the In...

2 years ago

35528

Idea Pipeline

Filter by idea status

Browse by category

3490 Ideas

Most replies

Most votes

Newest first

Back to top of the list

Victoria EleyNew Participant

Option to add additional content to collections pageSubmitted

Hi there,I have been looking for an option to be able to add further content (more detailed text description, welcome message etc) to the start of a collection page. I am aware you can add a brief description of the collection, which gets displayed under the collection title, but this is limited in terms of how much you can include, and with no control over styling/formatting. Are there options to be able to do this that I am missing? Or if this is currently not possible, it would be a great feature to add! Thanks!

Emmanuel LepageNew Participant

Ability to reorder Conversation TagsSubmitted

When you tag a conversation, you can not display the tags in the order of your choice.Some of them are used daily, some very seldom, they stick in their order of creation.It would be nice to be able to reorder them, either on the flight, either in the settings.

Jeppe HansenNew Participant

Customize office hoursSubmitted

Make it possible to choose e.g., your own national holidays in a calendar format rather than having to manually choose holidays and reset manually every time.

Sam JenningsNew Participant

Better display for emails sent from OutlookSubmitted

Lots of our customers send emails from Outlook - the display in the Intercom console requires a lot of scroll. Small, but super annoying when dealing with a lot of tickets. It would be great if you could Auto resize to the drawer width Cut off annoyingly long signatures if possible

JagdishNew Participant

Increase Visual Contrast for Selected Conversation in Inbox ListSubmitted

Current Issue:When browsing conversations in the Intercom inbox, it's difficult to identify which conversation is currently selected. The existing visual indicator (slightly emboldened outlines) is too subtle and doesn't provide clear confirmation of the active conversation.Proposed Solution:Implement a more prominent visual distinction for the selected conversation to improve user experience and reduce confusion. This could include:Adding a contrasting background color to the selected conversation (e.g., light blue, gray, or branded color) Maintaining white backgrounds for unselected conversations while giving the active one a distinctly different appearance Enhancing the overall visual treatment to create clear differentiation between selected and unselected statesExpected Benefit:This enhancement would make it immediately apparent which conversation is currently active, improving workflow efficiency and reducing user confusion when managing multiple conversations simultaneously.Use Case:This is particularly valuable for support agents and teams who handle high volumes of conversations and need to quickly identify their current focus without second-guessing their selection.

Angel HorowitzActive User

Ability to Assign Inbound Calls Directly to TeammateSubmitted

Problem to Solve:We have several teams that have individual phone numbers (Sales, Success and Onboarding), and right now there is no way to have inbound calls to their numbers automatically assigned to them. You can automatically assign voicemails to them, but not inbound numbers. The other workaround is that you can create individual inboxes for all of them, but this not ideal when you have a large number of people that will need inboxes across multiple teams working within one workspace.Request:Add the ability to assign a number to a person and a team, not solely a team in the phone setup: Add the ability to assign an inbound call to a teammate within workflows:

Brice BENENew Participant

Dynamic push wording on ticket updateSubmitted

Hello team,I’m currently using ticket and API a lot for my customer and I’ve noticed that push wording is always the same saying: Push received when ticket is updated (from API here)APPLICATION NAMEINTERCOM_AGENT_NAME: ticket has been updated It would be really a great UX improvement to have the ticket name instead of “ticket” on the push title. Does not seem like a massive job to me so it could be a quick win. What do you think? 🙂

ImmortalNew Participant

Chats new status like “open”, “snoozed” and “closed”Submitted

Not sure, maybe such option already exists, but it would be great to have one more option in type of chats like “open”, “snoozed”, “closed” https://prnt.sc/hQ2a3FjZEZhp. The option can be like “no response or waiting for response” or any other name. The purpose is to use workflow “Follow up with inactive customers” so that bot will message only inactive client, and won’t send message to those clients who waits until we answer them (in case our tech team checks their issue)

Ian WindConnector

Product Feature Request: Add the ability to filter in reporting by whether or not the conversation is a Group ConversationSubmitted

I want to be able to look at Reporting on the conversation level and see what % of the conversations are group conversations vs not. I know that we can reference whether a conversation is a group (or not) in the Workflows product, so I can’t imagine it would be too difficult to add into reporting at the conversation level.

Zofia Rybarczyk 🐟New Participant

View-only access to Workflows and their Analytics for TeammatesSubmitted

We’d love to request a new feature that would allow certain teammates to view workflows and their analytics without being able to edit them.Currently, it seems that access to workflows includes editing capabilities, which limits our ability to share visibility across the team without risking accidental changes. Our ideal scenario would be: Teammates can view workflows, including their steps, messages, and logic. They can also view analytics and performance data (e.g., number of completions, drop-off points, conversion rates). But they cannot edit, duplicate, or delete the workflows. This would be especially useful for: Content editors, who need to review workflows to ensure accurate and up-to-date information but shouldn't change workflow logic and review the analisys of the current created flow Cross-functional teams (e.g. Support, Sales, Ops) needing insight into automations Stakeholders reviewing campaign impact

Heather PetersonNew Participant

Delete Marketing Chat messagesSubmitted

Allow customers to delete messages in the chat bubble and also allow us to delete marketing chat messages that are no longer relevant.

TeganNew Participant

Minimize Chat WindowSubmitted

Customers should be able to minimize the chat window. Currently customers need to fully close the chat window (to be able to view our app and take screenshots for example), then interact with our software, then reopen the Intercom message.

Henrik RActive User

Improve messenger experienceSubmitted

I’d like to share some feedback regarding the current user experience of the Messenger widget – both from our customers and from my own experience when interacting with your support team.1. Lack of clear message titles in conversationsOne of the most frequent complaints we receive is the difficulty in identifying which conversation is related to a specific topic. The absence of descriptive titles or labels on messages makes it hard to navigate and manage multiple threads, especially when several support issues are being handled simultaneously. Adding clearer visual cues or customizable conversation titles would be a big step forward in terms of usability.2. Disruptive behavior when new messages arriveSome of our users have also expressed frustration with the widget automatically popping up every time we or FIN send a reply. Many of them work actively in their admin interface, and this behavior interrupts their workflow. We’d appreciate the ability to customize the widget so that only a non-intrusive notification is shown, rather than the full widget opening automatically with each new message. Or is it already something we can do?These improvements would really help create a smoother and less disruptive support experience for both our team and our end users.Thanks for considering this feedback – we’re looking forward to seeing what’s next.

Kaylee MacKoolNew Participant

Include Fin's responses when automatically assigning TopicsSubmitted

When the “Participant is Teammate” option is selected for a conversation Topic, the text and content of Fin’s answers should be included when looking for keywords and assigning topics.We use Fin on a majority of our cases, and typically include teammate responses as part of topic identification. This means that at the moment, not including Fin as a teammate means topic identification does not work properly for a majority of cases.Users will often make spelling mistakes or use a very large variety of non-standard words and phrases, which do not get picked up by the Topic assignment ML algorithms. However, Fin can use context to understand the customer’s message, then identify and restate the topic in a way that is standard with our help center content, which would then be caught by topic tagging. This is currently a large gap that is pushing us to look for topic identification/AI categorization tools outside of Intercom, instead of being able to use the readily available tools we’re already paying for.

Daniel RönnbergActive User

Organize webpages in a shared folder in KnowledgeSubmitted

When adding individual webpages as knowledge sources (e.g. "About us", "Schedule a demo", etc.), each webpage is automatically placed in its own dedicated folder within the Knowledge base. Since we often add only a single page from each URL, these folders end up containing just one item each, creating unnecessary fragmentation in the content structure (see screenshot).It would be great if we had the ability to group multiple webpages from the same website into a single custom folder, such as “Website content”. If multiple pages are imported from the same site, allow those to be organized within subfolders inside the main folder. This change would improve content organization and clarity and allow for easier navigation and management in the Knowledge base.

Bryan SchoenmakerNew Participant

Ability to multi-select attachments in a tracker ticketSubmitted

Our tracker tickets use a field for attachments. Our team members can upload files, images or screen recordings that complement the tracker ticket. It is not possible to multi-select multiple files. Instead, you have to upload each file one by one. Since multi-select is possible in other areas of Intercom, we would like to see this feature be expanded on the attachment field of tracker tickets.

Yair ZirulnikNew Participant

Filter search by ticket type (and other search bar improvements)Submitted

We are using tracker tickets to track feature requests. And BO tickets for all issues that need to be escalated. The issue is, if we were to want to search and read all conversations for each ticket type, we cant do so from the search function, so we have a harder time accessing our information from there. Additionally, intuitively one would expect to be able to search and sort inside of views: we are categorizing things by ticket type and sending them to views, but can’t search for specific things inside of these “folders”, lets say, again making our insights harder to access. And the same thing relates to tracker tickets: Tracker tickets have many conversations in them, which may have different tags or topics in them (in our case we use them for repeated issues/feature requests), so we need to search based on these differences inside of the tracker itself. To sum, every combination of conversations and tickets in a specific place should have the possibility of searching, sorting and filtering.

kyleNew Participant

A new intercom for all of usSubmitted

what if intercom made an intercom group for newbies to join to learn how to use intercom like bots pretend to be users experienceing some conversations with pre added questions and informations then they get connected to the agent and then people like me or others in the group of newbies can answer for the botsI also think it would be beneficial for us to use a community form discourse.org because they provided a lot of resources

Josh DowdyConnector

Jira integration allow file attachmentSubmitted

When you are using custom automation it would be really nice to allow attachments and screenshots to be allowed as right now my team has to leave Intercom and upload screenshots or attachments to jira and almost is a waste of time to even use the integration workflow.

Micah EdingtonNew Participant

Brand an Inbox with a phone number instead of soley branding with an emailSubmitted

Please provide the ability to Brand an Inbox with a phone number instead of soley branding with an email. My company needs this for reporting purposes. Currently the messenger app seems to be assigning the brand on phone calls and we have multiple brands, the phone is not on the same brand as the messenger and since theirs no email associated with the messenger I can not style it for our phone line.

Sharon TieuNew Participant

Article Relevancy Through Tags OnlySubmitted

It would be great to have the option to use tags for relevant articles.Intercom has a machine learning model that helps create relevancy for articles. For our company, we have multiple products which will have very similar titles. Unfortunately, this will create issues where the learning model may be recommending certain articles that aren’t exactly related. Tagging may be taken to account by the learning model, however, it would be great to have an option to determine article relevancy strictly with tags (e.g. surfacing only Product A-tagged articles when viewing a Product A-related article)

Manjie TornoNew Participant

Recent Conversations viewSubmitted

When viewing recent conversations it’s better to show the ticket numbers or ubject, status and ticket age. The current view requires the agent to open another window instead of the just the sneak peak of recent tickets submitted. Adding this feature could easily identify if customer submitted multiple tickets with the same inquiry

laura_atvitallyNew Participant

Group Filters in ReportingSubmitted

Please I am begging you to add group filters to reporting. Sometimes I want to look in one chart conversations where it’s assigned to a specific team and (fin AI agent is involved OR a team member replied). We have a lot of conversations that come into Intercom and I can’t broadly report on just all new conversations so I need a way to filter by conversations that Fin was involved (since this is only available to customers) and where a team member was involved. Right now I need to build two charts and than manually add these two together. Group filters are crucial!!!

Siem LohuisNew Participant

Create snippet using APISubmitted

It should be possible to create knowledge snippets using the API. AppetiteCurrently there is no knowledge type that can:Be used by Fin. Be made using the API. Not be read publicly.Problem with current solutionsInternal article: doesn't cover point 1Snippet: doesn't cover point 2Public article: doesn't cover point 3

Alexandra DannaNew Participant

Open up links in a new tabSubmitted

We use the Zendesk integration to sync articles as this was advised by Intercom as a better solution than syncing from a webpage. By switching to this type of sync, we’ve experienced two undesirable outcomes:Articles open within the messenger. We’d prefer to have articles open in a separate tab. The formatting of the articles is modified in a way that makes the articles less reader-friendly and less aesthetically pleasing. Idea: It would be great if we could choose to have article open in a new tab instead of within the Messenger so that we can maintain our formatting and have more control over the customer experience.

Show more activity

Browse by category

Product Areas & Popular Topics
Core Inbox
Data
Fin & AI
Integrations, API & Custom Actions
Intercom Community
Knowledge & Help Center
Messenger
Mobile Conversations App
Omnichannel (Whatsapp, Facebook, Instagram, X, Switch)
Phone
Proactive Support
Reporting
Security & Compliance
Third-party Apps & Plugins
Tickets
Workflows
Workload Management (Conversation Assignment)
Expert VOC

Join the Fin Expert Program 🏆

1 year ago

Powered by Gainsight

Terms & Conditions Accessibility statement

Join the Intercom Community 🎉

Already have an account? Login

Intercom Customers and Employees

Log in with SSO

or

Username *

E-mail address *

Password *

I accept the terms & conditions

loginBox.register.email_repeat

Login to the community

No account yet? Create an account

Intercom Customers and Employees

Log in with SSO

or

Username or Email

Password

Remember me

Forgot password?

Enter your E-mail address. We'll send you an e-mail with instructions to reset your password.

Enter your e-mail address

Back to overview