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    Idea Pipeline

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    3166 Ideas

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    ambazsaliNew Participant

    Add "On a Call" availability mode for teammates and automatically apply it when they're on a callSubmitted

    It would be extremely helpful to be able to distinguish in Workflows between teammates being unavailable because they’re currently on a call, and teammates being unavailable because they’re away. While a teammate was on an active call, their availability would automatically change to something like “On a Call.” This would allow us to tailor our Workflows to handle these two very different types of unavailability.Use case: if all teammates are talking with callers, we want subsequent callers to be put in the queue and be put on hold. But if all the teammates are away--for example, if everyone’s in a meeting--we don’t want callers to go to the queue--we want them to get the VM or callback options right away (as with our off-hours IVR). Currently, if all of our teammates are unavailable to take calls during office hours, callers will unnecessarily have to sit on hold for the designated amount of time before being offered the option to leave a voicemail or get a callback. But if this idea were implemented, we could send people to VM if the teammate’s status is “Away” but send them to the queue if the teammate’s status is “Talking.”

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    Forum|Forum|1 year ago
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    david meakinActive User

    Bulk upload of articles into the help centerSubmitted

    I’m not sure why this isn’t currently a thing to be honest as it seems so obvious. Why don’t you have a bulk upload tool for the help centre so we can make large numbers of files available publicly without having to create one article at a time. This ability has only been reserved for the knowledge base which is useless for the publicly facing articles. This would also be another source for the customer fin to learn from and reference. 

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    Forum|Forum|1 year ago
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    Angie WallsNew Participant

    Managers Ability to Change Agent Away ReasonSubmitted

    Hello,I’d like to request the ability to force change my team member’s away reasons in Intercom.Currently we can only change from “active” to “away” or “away and reassigning”. Similarly, I’d like to be able to edit the “on break” “in meeting” “sick” ect reasons for my team.For instance, an agent left and forgot to put “end of day” up. I have 2 people out sick today and I’d like to change theirs to “sick”. Can you kindly add access to this feature?Thank you,

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    Forum|Forum|1 year ago
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    Denise van den BoutNew Participant

    Reduce working space layout on the leftSubmitted

    its not possible to reduce anything (layout) in size outside of the two collapsible buttons on either side of the screen. You have one beside your name to hide the inbox tab and one to the right of the Copilot tab to reduce that size as well but thats about it.I know you can drag the right hand side bar but its not possible for the conversation tab ( under your name ).

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    Forum|Forum|1 year ago
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    Rumena ZlatkovaNew Participant

    Add a confirmation step before deleting a Macro; create a Recycle bin / Undo or another way to restore recently deleted Macros; add an event in the Activity Log when someone deletes a macro, including the title and potentially contents of the macroSubmitted

    Deleting macros should not be permanent and should not be THAT EASY. Currently the Delete Macro button is RIGHT next to the Save Macro. This is terrible UX. There is no way for us to even figure out which Macro has been deleted. Please do better.

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    Forum|Forum|1 year ago
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    Ashley ForemanNew Participant

    Archive Outbound Messages vs. deleting themSubmitted

    I would like the ability to archive outbound messages (i.e. product tours, tooltips, banners, etc) vs. deleting them in case I need to refer back to them. This would also keep the Outbound Messages from getting cluttered with older messages that aren’t currently published. 

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    Forum|Forum|1 year ago
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    User1710New Participant

    Schedule Data Export to multiple usersSubmitted

    Currently, when we create a schedule for data exports, it only emails the export to the user who set up the schedule.  It’s then a manual process to email that export out to other users.  It would be nice to enter email addresses when creating a schedule, so that the csv file is sent to them directly from Intercom, instead of having one user forward that csv as an additional step.

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    Forum|Forum|1 year ago
    Nate E.
    Nate E.Connector

    Give Guidance to Fin for when/when not to send a surveySubmitted

    It would be fantastic if we could ensure that surveys are not sent in certain situations (such as if the customer contacted us about a non Support reason). Fin could analyze the convo just as it does for categorization and notation and decide whether or not a survey will go out based on parameters we have given it in Guidance. ​@Gerald Prado 

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    Nate E.
    Forum|Forum|1 year ago
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    Ashley ForemanNew Participant

    Archive macrosSubmitted

    I would like to be able to archive macros vs. just deleting them, in case I need to look back or reuse old macros in the future.

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    Michaela Hone
    Forum|Forum|1 year ago
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    Danielly RabeloNew Participant

    Different conversation and ticket sound alertSubmitted

    My agents are having trouble to prioritize conversations because there is no difference from a ticket and a conversation alert. My suggestion is that users could customize the alerts according to the kind of item if it is a conversaion they migh wanna have the sound enabled and for tickets not for example. Our KPI for Firts time response in conversations is 30 seconds and for tickets 5 hours to that is why this is so important. This would help them to organize themeselves.

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    Forum|Forum|1 year ago
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    Chase CrockerNew Participant

    Round Robin Custom RotationSubmitted

    Add ability to customize rotation for Round Robin. Example: 1 out of every 10 tickets could go to a manager

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    Forum|Forum|1 year ago
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    Chase CrockerNew Participant

    Workload Management by PercentageSubmitted

    Allow workload limits to be based on percent of total conversations instead of set number, so limit scales with volume

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    Forum|Forum|1 year ago
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    ImmortalNew Participant

    Ability to share reports without access to other reportsSubmitted

    As of now, as soon as we give access to reports https://i.imgur.com/IUIhMFn.png agent can see all intercom reports https://i.imgur.com/PYPccv7.png and there is no option to hide them in Legacy reports. But it would be great if we can not to give this access to reports but still be able to share reports from this new option https://i.imgur.com/senWqhc.png

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    Forum|Forum|1 year ago
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    Alex JankowskiNew Participant

    IVR Improvements (Data Entry)Submitted

    The IVR should be able to ingest more than one digit at a time as inputs into the IVR. Most IVR’s I interact with allow me to say or type in longer strings of numbers like ID numbers, invoice numbers, ticket numbers, and are able to route me much more effectively. My team’s call volume would greatly decrease if callers could enter a 9 digit number which can be fed into a custom action that returns a status update to the caller. Instead, I need a CSR to answer a call just to check the system. 

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    Forum|Forum|1 year ago
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    Victoria218New Participant

    Ability to report on agent activity over time in DashboardSubmitted

    The dashboard feature allows us to see when an agent is active in 4/12/24 hour increments, but I would like to be able to report on this over time to track overall agent activity/productivity.  For example, I’d like to do a 1 month or 1 quarter look back to see agent activity over each week/month (how many hours a day spent active). 

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    Forum|Forum|1 year ago
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    Melinda BrownConnector

    Custom Ticket Portal ViewsSubmitted

    It would be great to provide our clients the ability to view other datasets within the customer portal.  Viewing by Priority within the Tickets Portal would be a game changer for our company and our users.For context, we’re a web development software company, and our software partners submit ticket requests for new features, as well as tickets for general questions, bugs, etc. Our partners’ account managers need to prioritize and track the status of the requests.  Right now, there’s no way to view additional attributes within the customer portal. I have no easy way of providing this visibility for our partners without asking them to look at a separate list outside of the Ticket Portal. This is challenging, as we want Intercom to be their source of truth.

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    Forum|Forum|1 year ago
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    PIMS-SupportNew Participant

    Ability to filter Tickets on Conversation and Company Attributes from Data Export PageSubmitted

    We utilize the Data Export option under the Reports page to export all of our ticket data and analyze it. Under the “Tickets” option, we would love to be able to filter on Conversation, People, and Company Attributes. For example, we work with corporate groups that have multiple locations and we would love to select the “corporate group” as a filter so we can export all of the tickets from locations that have that corporate group listed in their company attributes. 

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    Forum|Forum|1 year ago
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    OnsiaNew Participant

    Ability to set work hours/notification at the 'role' levelSubmitted

    I know we can do this at the inbox level, it would be great to be able to customize the work hours or tags/mentions at the role level. This will help with overall schedule management and ensure the team can easily contact shift supervisors online at the time. 

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    Forum|Forum|1 year ago
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    OnsiaNew Participant

    Setting to stop auto-downloading photos in conversationsSubmitted

    As Customer Support reps, we have been victim to seeing unnecessary photos that someone uploads in a chat.  It would be a great safety feature to decide whether your team is okay with photos automatically being visible in a chat as soon as a customer shares them or if they require a teammate to click in order to authorize the photo to load in a chat. 

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    Forum|Forum|1 year ago
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    Martin S11Active User

    Simultaneous call distributionSubmitted

    Please add Simultaneous call distribution that rings all available agents simultaneously until someone answers. Then you shorten the queue and minimize customer waiting time.The only available call distribution in Intercom is that it calls 30sec to one agent  then 30sec to another agent. Never the same time. So if we are 10 agents it takes almost 5min before it calls on the 10th agent. 

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    Forum|Forum|1 year ago
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    DebraNew Participant

    Ability to upload a different company logo to the one used in the Messenger, to appear at the bottom of the email transcriptSubmitted

    If a customer receives an Email Notification/Transcript (due to being inactive in the Messenger), then the logo shown is the one from the Messenger. However, we have a white-out logo in our Messenger because it’s styled according to our brand colours on a dark background. This means that the logo at the bottom of every transcript is barely visible to customers.I would love the option to be able to upload an alternative logo to be shown in the email transcripts. Or even better, to compose an email signature for these emails.I presume lots of companies use a dark background in the Messenger and would therefore use a white-out company logo, but I don’t think many people are checking the email transcripts so most people probably don’t realise that this is a branding issue.   

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    mateusz.leszkiewicz
    Forum|Forum|1 year ago
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    RaianNew Participant

    Manual Move to Spam FolderSubmitted

    Hi, is there any plan to introduce this feature?I was shocked to find out that it’s not available, especially since even the most basic competitors of Intercom have already implemented it. The lack of this feature significantly impacts the overall user experience.I have a connected Meta Business Page and Instagram account, for example, which do absolutely nothing on their end to combat spam... At the same time, I can’t effectively manage spam through Intercom either! This is negatively affecting my statistics and cluttering my workspace. I’ve set up an automation (as shown in the screenshots) to automatically label and close these types of messages.However, due to the sheer volume of spam, my ticket history looks like a complete mess. Out of 4,000 closed tickets, at least 3,000 are spam! Additionally, I would like to point out that the "standard spam filter" is completely ineffective. Over the course of 4 months, during which we received 4,500 inquiries, it only filtered out 140 messages. Moreover, approximately 90% of those filtered messages were legitimate Webflow forms.Do you have any plans to address this issue?

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    mateusz.leszkiewicz
    Forum|Forum|1 year ago
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    Darjus SaksonConnector

    No answer form customer in workflow - other actions not only closeSubmitted

    Would be good to have other options not only close after some time but also assign to other team if customer is inactive for some time. Customer inactivity  workflow is useless in this case and it is already reported via messenger

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    Forum|Forum|1 year ago
    Nate E.
    Nate E.Connector

    Change the title of apps in the messenger windowSubmitted

    We would like to be able to control the displayed name of an app in the messenger window. For instance, the Shopify app always shows as “Order Status.” In our business, we use Shopify for merchandise (swag) orders and that’s how we’d be checking on those. However, to our customers their “order” would probably mean the reservation they made with us for a vehicle. Because of this we don’t use the Shopify app in our messenger to avoid confusion. ​@Gerald Prado 

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    Nate E.
    Forum|Forum|1 year ago
    Nate E.
    Nate E.Connector

    Add macros in workflowSubmitted

    I would like to be able to use dynamic macros when building a workflow. An example we’d like to use this in is with the greeting. Once it has been assigned to our team, we’d like to have our macro that says “Thank you for contacting us, (customer name). My name is (rep assigned name), a customer support representative. Please give me a moment to review the reason you’re reaching out to us.”This gives our team time to review and also shows the customer we are actively engaged. ​@Gerald Prado 

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    Nate E.
    Forum|Forum|1 year ago

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