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    3166 Ideas

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    Emma SpencerNew Participant

    British English optionSubmitted

    Default language option only includes English and does not allow for non-US English spelling.Our customers are in Australia and we have US spelling all over the place.

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    Forum|Forum|1 year ago
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    Peter8769New Participant

    Enter to send on android APPSubmitted

    When i do remote work i use a portable screen, physical keyboard and bluetooth mouse with my android phone. It works better than any laptop i've ever used before, but i still struggle with the intercom app.Since the ctrl+enter shortcut was designed for desktop use, the app simply doesn't pick it up. No shift+enter or ctrl+enter or alt+enter, nothing. This means after every message i need to click the send button which is not ideal. I quickly got used to the desktop version's ctrl+ send feature but i'd need it even when i'm on the phone. 1. Implement an "enter to send" feature for both physicaland touch keyboards.2. This would allow users to send messages by pressingthe enter key, similar to other messenger apps.3. the feature should work for both physical keyboards (foraccessibility) and touch keyboards (for convenience).4. This improvement would enhance usability andaccessibility for Android users.

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    Forum|Forum|1 year ago
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    Jo BiggNew Participant

    Border on an imageSubmitted

    Are there any plans to incorporate the simple choosing of a colour border/thickness around an image inserted into an article? this is something we do alot of -  its time consuming to take the image apply the border and insert into the article -  it would work the same as format etc e.g apply Bold, header . I assume other would find this useful?

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    Forum|Forum|1 year ago
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    ImmortalNew Participant

    Ability to create conversation ratings report from scratchSubmitted

    It would be great if we can create such report from scratch as well https://i.imgur.com/6cNMotD.pngAs of now, there is no option to include conversation rating remarks in new reports. This would be highly valuable, as I would like to generate individual reports for each team member to view their specific data and ratings.

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    Forum|Forum|1 year ago
    Adelaide Ayres
    Adelaide AyresNew Participant

    Conference option in Intercom PhoneReleased

    Our team would love to the have the ability to create conference calls in Intercom phone, for both outbound and inbound calls. We need to be able to add someone to the call (external number) while already on the call. 

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    Adelaide Ayres
    Forum|Forum|1 year ago
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    Sarah MastersNew Participant

    Bring back the old font!Released

    There was a font update overnight that is not ideal, and makes the conversations harder to read, especially between 0s and 8s. Please bring back the old font, or allow us to choose our own font on an individual basis!!

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    Michaela Hone
    Forum|Forum|1 year ago
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    Melinda BrownConnector

    Ticket Portal - All Ticket viewSubmitted

    We support multiple companies within out Intercom account and need the ability to see all tickets created from the messenger and the inbox channels. We also need the ability to sort tickets in the portal by all the companies associated with our users.  Melinda BrownProject ManagerDynamiX Web Design

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    Forum|Forum|1 year ago
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    Olga KukharskayaNew Participant

    Add Uzbek language ​​to IntercomSubmitted

    Hello!Since our company has a huge amount of clients from Uzbekistan and we have to provide support to clients from these countries, we faced the need to create workflows automation and Help centre for our clients in Uzbek language. The request to add the Uzbek language ​​to Intercom was sent several months ago and was forwarded to your Product Team.Hope it can be done in the nearest time:)Thank you in advance!

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    Forum|Forum|1 year ago
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    Clément JamardNew Participant

    Include a Chart for Quick Viewing of CSAT Remarks in the New Intercom CSAT ReportReleased

    Hello,  I noticed that the new Intercom Customer Satisfaction report no longer includes a chart that displays CSAT remarks from customers at a glance, without requiring the use of the chart drill feature.This does not seem to be possible either when creating custom reports.This appears to be a regression compared to the legacy report, which provided this functionality.  Adding extra steps to access this information reduces efficiency and creates unnecessary frictions.Thank you for considering this feedback.

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    Michaela Hone
    Forum|Forum|1 year ago
    Candyce
    CandyceNew Participant

    Call Feature- Ability to pick up calls not assigned/Ability to do conference callsReleased

    Both features I was genuinely very surprised that they aren’t already a thing. However, as small as they seem, our team can’t switch over to using Intercom calling until these are added unfortunately. Surely we aren’t the only ones who would use these:Pick up calls not assigned- I noticed during my testing that when I accidentally loaded my screen while getting a call, the call just vanished. The person (my cell phone lol) was still ringing on the call but they weren’t being routed anywhere. This lead me to wonder if there is place to just pick up a call. So let’s say my teammate is out at lunch and left her computer open but we get a call and it goes to her… I guess we would just have to let it hang up on the customer because I have no way to pick it up. Plus, in my case, I am technically the only active Support Agent. Everyone else just has it incase it starts going crazy or they need to review a conversation. Conference Calls- We talk with customers and their banks frequently to verify information but we can’t do that without the ability to add someone to a call. Or if a customer is needing help with a specific company, we can’t use Intercom to do so. We have to use a whole different number from Teams and since that number is not the listed number, it causes customers to think it’s fraud. 

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    Michaela Hone
    Forum|Forum|1 year ago
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    estilanNew Participant

    AI summary for Call Transcript add in discussionReleased

    It would be great if once the transcript of an inbound call is available that it could be summarized by the AI and then pasted into the conversation as a note. It’s a lot of work to go through all the calls to make sure they are included in the conversation.

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    Michaela Hone
    Forum|Forum|1 year ago
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    Emmy SouthworthNew Participant

    Add a link to the Special Notice on MessengerReleased

    We need to add a disclosure for using AI in our chatbot and this special notice area is perfect - except that we also need a link to our AI and privacy policies. We’ve noticed that our competitors who use Zendesk have a footer notice with a link. This would be awesome if it was available soon. Right now, we include it in the conversation and it decreases conversions substantially.  

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    Michaela Hone
    Forum|Forum|1 year ago
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    BISONNew Participant

    Limit outbound messages to X number per sessionSubmitted

    I would love to see a feature that helps improve our outbound messaging to avoid overwhelming customers with multiple messages when they visit different pages on our website.Currently, we display messages on the homepage and each of our product pages, but this feels excessive and if customers dont clear their messages, they get overwhelmed with messages from us which is pretty poor user experience.Would love to see a feature that limits messages to X number per session so that a customer receives only 2-3 messages total per session on our website, regardless of which pages they visit. Instead of triggering messages by page, it would enforce a session-wide limit of 2-3 messages.

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    Forum|Forum|1 year ago
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    AnibalNew Participant

    Display TTR SLA on Messenger ticketsSubmitted

    For many organisations like ours, who publicly disclose TTR to customers, we could deliver a much better customer experience by displaying the TTR countdown on top of each Messenger ticket like in below example. By providing TTR visibility to customers we’d also avoid receiving the usual “how long it will take you to resolve my issue?” customer requests. This could be a handy ON/OFF option to activate.   

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    Forum|Forum|1 year ago
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    Federica CanosciNew Participant

    Charts - Drill-in view on hoverSubmitted

    The ability to click on a chart element (like a bar) to see and opened the relative detailed drill-down view. 

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    Forum|Forum|1 year ago
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    Federica CanosciNew Participant

    Charts ability to move them within custom reportsSubmitted

    Moving charts between reports: Currently, charts cannot be directly copied and pasted or linked between different reports

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    Forum|Forum|1 year ago
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    Rick ANew Participant

    Autotag abandoned conversationsSubmitted

    Hi guys, So we are on Alpha testing when Fin answered the question and customer becomes inactive and I can set up Fin to use a reusable workflow and do whatever I need including setting up a conversation tag. But you don’t have the same way for the workflows, as customer also can become inactive while using a custom bot and there is no way I can send a CSAT survey or us a reusable workflow with follow ups. When the option of using a reusable workflow be available for custom bots? Thanks in advance. 

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    Forum|Forum|1 year ago
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    岡田憲一郎New Participant

    I wantto decide “contacts attributes” for themselves!Submitted

     I don't like the fact that there is a standard attributes item called “Lead category”. Because of this, I cannot use the string “category” in custom data attributes.In fact, I want to describe “toB” and “toC” information in a list format, but the default format is text.This is the kind of difficulty in use.I added the items for this myself, so it would be fine if the standard attributes items could be archived as well. 

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    岡
    Forum|Forum|1 year ago
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    Miles DinsmoreNew Participant

    Restrict Ticket Portal Access to Specific UsersSubmitted

    I need the ability to designate which Users are able to access all of their Company’s tickets in the Ticket Portal.Users that are higher level in their organizations will submit sensitive information in tickets that should not be accessible to other users in the org. If a new User Data attribute could be added, “Can Access Company’s Tickets”, that would solve this issue.Even better if this value could be changed for individual Companies that a User is tied to, as many of our Users are attached to multiple Companies.

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    Forum|Forum|1 year ago
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    AnibalNew Participant

    Show SLA countdown on customer-facing ticketsSubmitted

    For some transparent organisations like ours, where ticket resolution delays are communicated upfront to customers, it’d be great to have the ability to display the SLA countdown on both the Messenger ticket and the ticket summary automatically sent to customers after each ticket update. By putting this crucial info upfront on Customer Tickets we’d provide instant visibility to customers regarding expected resolution timeframe as well as avoid a substantial number of customer requests asking “how long it will take you to resolve my ticket?”. I suspect this small feature request might benefit many Intercom customers, what do you think? Eventually it could be set to hide / show on Customers Tickets, same as any other ticket related attribute.  UI example here below: 

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    Forum|Forum|1 year ago
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    Shane WaNew Participant

    Use Workflow to apply MacroSubmitted

    If a certain message is sent, or a certain tag is a applied to a message sent, it would be great if we could have an automated workflow in the background that applies a macro. Alternatively, being able to use shortcuts in a workflow could also work. E.g. the # character allows us to quickly open up macros. If the note was applied like this, then the chat could update with the macro? Any way to auto-insert a macro based on certain conditions would be awesome.  

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    Forum|Forum|1 year ago
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    Annalisa M. DahlenNew Participant

    Need the ability to define and save different Details sections to save timeSubmitted

    Develop a method to preserve the format of the Details page across certain content in Knowledge. Maybe it’s a saved copy of the Details that will open with a new article when selected, or a menu on the details page to apply certain details set up by the admin.   This would save time, especially when generating and organizing a large volume of content.

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    Forum|Forum|1 year ago
    Justin Dean
    Justin DeanNew Participant

    Attachment Request - Action/TriggerSubmitted

    I would love the ability to add “Request Attachment” as an action/trigger-able event. This would be super useful for automating customer document collection (things like receipts, screenshots, ID photos, etc..) when specific conditions are met, especially in the context of specific workflows.  

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    Justin Dean
    Forum|Forum|1 year ago
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    Rachael LyonNew Participant

    Add a search function for product tours when in a conversation/ chat with a customer.Submitted

     

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    Forum|Forum|1 year ago
    Susanna Tham
    Susanna ThamNew Participant

    Ability to Customise Product Tour WidgetSubmitted

    We’d use product tours a lot during chats, because it’s the easiest way to show a customer how to perform an action in the product. The problem we have is that the widget says “product tour” and the button says “view tour”, which frequently leads our customers to think that this is only a tour, but I can’t perform the task while taking it. Therefore we would like to be able to remove the “product tour” label and change the button text.  

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    Susanna Tham
    Forum|Forum|1 year ago

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