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    Noam Ben Harush Shani
    Noam Ben Harush ShaniConnector

    Clearer unsupported language managementSubmitted

    Right now when a customer messages in an unfamiliar language, the messenger sets the language to the main fallback language. That makes it hard to understand in which languages our users are reaching out to us in, which we do not support. If the messenger could take into consideration all languages, and mark the conversation in the appropriate one that would be best, but another option is setting the conversation to a clearer “English - fallback” value for example, allowing us to manually go through those conversations to detect them.Right now the language is just set to our main one and can’t be separated unless manually going through ALL of our conversations.

    0
    Noam Ben Harush Shani
    1 year ago
    Erin_CNew Participant

    Reporting on basic numbers for Article Creation / UpdatesSubmitted

    Looking to graph monthly numbers on:• Monthly count of new articles created• Monthly count of updates to existing articles 

    1
    Ryan Parker
    1 year ago
    Jason FoxNew Participant

    Ability to copy collections to other Help CentersSubmitted

    This would be useful because we are trying to create a unique experience for our customers who are logging in from certain countries. The new site will have a different default language and certain collections will not be included, however most of the Help Center content will remain the same.The way it's set up currently, we’re going to have to add around 200 articles manually, one at a time. I see in the knowledge hub I can mass-select and move articles to a different help center collection. If a copy feature was available, that would be ideal.

    0
    1 year ago
    Tim RoeleveldNew Participant

    Automated Multilingual Knowledge BaseSubmitted

    We had the idea to create a feature that enables help centers to easily offer support content in multiple languages without the need for manual translations. Currently, managing a multilingual knowledge base requires significant effort and resources. To simplify this process, you could implement AI-driven translations that automatically convert articles from a default language (e.g., Dutch) into other languages (e.g., English, French, German) based on user preferences.Admins would be able to set a default language for their entire help center and choose additional languages to offer. When a new article is published, or an existing article is updated, it would automatically be translated into the selected languages using AI. A small notice at the top of each translated article could inform readers that the content has been automatically translated, allowing for transparency around potential minor inaccuracies.This solution would significantly reduce the effort and cost associated with managing multilingual help centers, making it accessible even for smaller teams. It would also help companies provide a more inclusive experience to a global audience.

    4
    1 year ago
    Fintan O'DowdNew Participant

    Prepopulate article search when launching the UI widget.Submitted

    Allow Help Center article search to be pre-seeded with context when the UI Widget is launched to help a user.We are implementing Help Center as a means to provide guidance to our customers. We will have a browsable help center but our primary goal is to provide context specific guidance to users as they undertake various actions in the system. We plan to use the Intercom UI Widget to achieve this. We support thousands of different online forms that we potentially need to provide guidance on via a help center. Managing that amount of article / collection IDs in the system is not workable for us.We wish to be able to provide context to the widget such that it displays the correct content to the user without hard coding Intercom IDs within our application. We want to avoid that as it will be difficult to maintain. Instead, we would like to pass the context of what the user is doing to Intercom and for the UI widget to display the correct article or articles based on what they are attempting to achieve. For example, when the user is forming a legal entity in Delaware, rather than coding the ID of the article that covers that specific online form into our system, we would pass ‘formation’ and ‘delaware’ to the UI widget and it would find the article or articles that best match that context.

    0
    1 year ago
    TWildeNew Participant

    Moving articles between workspaces or some other solution for Test Help v Deployment/Article diff between previously published versionsSubmitted

    My developers want to use a test workspace -- of course they do! It makes sense.And I want to write help for new features before the feature is deployed and share it with SMEs who aren’t on Intercom for their feedback/approval.So it looks like I’ll be writing articles in the test workspace and for deployment, I’ll have to manually recreate the article in the deployment workspace (Because you can’t export articles to other workspaces.) and manually correct the links.Being able to do a diff between previously published versions and not just the last published version would help for some articles.Doing things twice is painful and error-prone. I’d love a solution for this even if it’s not moving articles. Maybe Intercom has a better idea for this workflow that I’m missing.

    0
    1 year ago
    Angel Horowitz
    Angel HorowitzActive User

    Outbound - Ability to Auto Message Customers Based on ReactionsSubmitted

    Problem to Solve:There’s not an efficient way to continuously do outreach to customers that leave negative reactions on posts, banners, etc. It’s cumbersome, and leaves room for human error, to have to rely on continuously checking the outbound metrics, tag, message, etc.a Request:Add the ability to create a trigger that can target specific reactions that are left, as well as allow the ability for it to be applicable to any post, banner, etc, not have to target reactions left on specific content. Screenshot example:  

    1
    1 year ago
    alex99New Participant

    Correct documentation about Push Notifications for iOSSubmitted

    I’ve spotted 2 issues in the documentation that could be improved:1. In Step 2, the change can be done to improve clarity (click to go)  What is now: What could be The Installation > iOS hyperlink doesn’t work correctly as there is no app id but underscore:app.intercom.com/a/apps/_/settings/ios A text instead of a hyperlink:https://app.intercom.com/a/apps/<YOUR APP ID>/settings/ios 2. In Step 3, the Objective-C and Swift code snippets are missing curly brackets, it is not a ready to use snippet (click to go)    

    0
    1 year ago
    Andrea MascaraNew Participant

    Customize Ticket Status Update EmailsSubmitted

    I need the ability to Customize Ticket Status Update Emails.

    1
    Paul D
    1 year ago
    Grace Ndabananiye
    Grace NdabananiyeNew Participant

    Loom AppSubmitted

    I wanted to add the idea to have a Loom app available in the App store. I use Loom a lot, so it would be great if we could integrate it to be used in the Inbox and maybe in the Messenger - to host our videos. I appreciate we have a lot of video software already, but more variety wouldn’t hurt. I know there’s an option to build an app, but I’m not a developer, so while I’ll have a go, I don’t know where there’s a process for requesting integrations. 

    0
    Grace Ndabananiye
    1 year ago
    Macall GardnerNew Participant

    Channel Routing: Add Email to Conversation and PhoneSubmitted

    Current Limitation:At the moment, technicians can only be logged into the following routing channels: Phone (Phone only) Conversations (Includes both Chat and Email) Suggestion for Improvement:I’d like to propose greater flexibility in how routing channels are configured and assigned. Specifically: Split Email from the Conversations Channel: Allow Email to be its own standalone routing channel, separate from Chat. This would enable technicians to be logged into Email without being required to handle Chat at the same time. Enable Multi-Channel Selection: Provide the option for technicians to select multiple channels—rather than being limited to just one or "All." For example, a tech could be logged into both Phone and Email, but not Chat. Alternative Approach:If separating Email from Conversations isn’t feasible, another solution would be to include Email as part of the Phone channel. This way, Phone agents could assist with email volume during slower phone periods.Why This Matters:In environments where email and chat volumes are particularly high, the current setup disproportionately burdens the “Conversation” techs while “Phone” techs remain limited in how they can help. This often requires manual intervention by team leads to balance workloads across the team. By allowing more flexible channel selection or smarter routing, teams could improve efficiency and reduce operational overhead. 

    1
    1 year ago
    Isabel ChmielewskaNew Participant

    Call Forwarding to Agents Personal PhonesSubmitted

    I would like there to be an option for calls coming in to be forwarded to agents’ phones if they would like. 

    1
    1 year ago
    Noam Ben Harush Shani
    Noam Ben Harush ShaniConnector

    Branch and segment based on attachmentsSubmitted

    When a user sends an email and has an attached file, for example a generated log, I’d love to be able to use that to branch workflows. e.g. when asking a user to reply with a file, and they reply without a file, or incorrect file extension - be able to reply with what we’re missing

    0
    Noam Ben Harush Shani
    1 year ago
    Monica WalkerNew Participant

    Feature Request: Require Manual Entry of Recipient Email Before SendingSubmitted

    Hi Intercom team,I’d like to submit a feature request regarding the recipient field within conversations. Specifically, we’re looking for a way to remove or disable the automatic population of the recipient field, requiring agents to manually input the recipient email address before sending or closing a conversation.The goal is to prevent messages from being sent to incorrect or outdated emails that Fin automatically pulls up, ensuring accuracy and reducing the risk of miscommunication. Ideally, the system would not allow the conversation to be sent or closed until the email field is correctly and intentionally filled in by the user.Thank you for considering this!

    1
    1 year ago
    Angel Horowitz
    Angel HorowitzActive User

    AI Generated CSAT Reports - Ability to add AI Generated Summary of Rating ExplanationSubmitted

    Problem to Solve:The AI Generated CSAT reports are AMAZING, and there’s so much information, but it is a little cumbersome to get an understanding of the overall reason the AI generated score was given without digging into each of the individual conversations.  Request: Would be great to be able to add a AI Generated Summary to the report that gives a combined overview of why it provided the score that it did. 🎥 Video ExplanationAmazon Example: 

    0
    Angel Horowitz
    1 year ago
    Adams Tax FormsNew Participant

    Fin Testing Change AnswerSubmitted

    In the beta testing area of Fin, I’d like to be able to point it to specific article when it provides the wrong answer or content. Sometimes it pulls similar content but is the wrong answer and the only option is to change the article or add a snippet. I want to be able to point it to the correct article rather than right a snippet or change the article it chose to use.

    0
    1 year ago
    Angel Horowitz
    Angel HorowitzActive User

    Checklists - Ability to mark tasks as complete for the whole companySubmitted

    Problem to Solve:When an onboarding task is complete, there’s no way to set a rule that it marks that individual task complete for the entire company. You can create a rule to mark an entire checklist as complete across the company, but not a specific task within a checklist. Example:When one of our Vet customers has finished adding Inventory items, they want to be able to mark that particular step within a larger checklist complete so that other people within the organization know that there’s nothing more that needs to be done with that individual task. That’s just one example, but we have many along those some lines. Proposed Solution: Add a toggle that allows that particular step to be resolved for the entire company.   

    0
    Angel Horowitz
    1 year ago
    Justin M12
    Justin M12Active User

    Tickets linkable in Help CentreSubmitted

    In our (intercom) help centre we reference customers to submit a ticket for certain problems that we know we will always require a ticket for.However we cannot link customers to submit a ticket within intercoms help centre. Either by using a link to open a ticket in the messenger or embedding a ticket form within the help centre article itself. There is no way to get a customer to the ticket we want from an article!I know this is possible using code to Trigger from HTML on your own webpageThere is also a nice way to add tickets to the messenger homeBut these do not solve the issue of customer on a help centre article have no next step to submit a ticket and must now start a live chat to get to a ticket!We have found a workaround (that is not easily scalable for many tickets) to this where by using workflows and “When customer clicks a website element” trigger we are able to link a specific button or text within the help centre to then open a ticket in the messenger.Ideally we would eitherbe able to use a set URL to create links to tickets in the help centre so we can link any elements we want  eg:https://www.yourhelpcentrecustomdomain/showticket/{ticket_ID) have a function built into the help centre button or another option to link a ticket.In both cases I think these would then open the messenger to the ticket id allowing the customer to complete and submit the ticket quickly from within the help centre

    0
    Justin M12
    1 year ago
    david_huddleNew Participant

    Navigate through multiple images / screenshots quicklySubmitted

    If a ticket contains multiple screenshots / images / documents, it would be really nice to be able to quickly navigate through them in the quickview modus - meaning it would be nice to click on a right-arrow for example to easily open the next attached image (or a left-arrow to go back).

    0
    1 year ago
    Alif HamkaNew Participant

    Daily Slack - Ticket Count SummarySubmitted

    Hi Team,We want to push daily tickets/conversations count reports to Slack channel for specific regions.The region value is exist in the customer/user attributes, but currently even via API it’s not possible to search tickets based on the custom attributes.Please consider. Thank you.

    0
    1 year ago
    Angel Horowitz
    Angel HorowitzActive User

    Custom Reports - Ability to add a Conversation Flow DiagramSubmitted

    Goal:Ability to easily add the conversation flow that is included on the “Overview” report, within custom reports.Justification: This is great visual tool to have, especially when reporting metrics up to the Executives, but it’s extremely cumbersome for companies that have multiple products and/or have a ton of filters they need to include when looking at the metrics.Right now we don’t leverage it at all because it takes too much time to keep adding and removing filters for 9 products, in combination with the multiple departments within those products that we’re trying to evaluate (Support, Onboarding, Success, Sales).Example: 

    2
    Angel Horowitz
    1 year ago
    Ben Griese
    Ben GrieseNew Participant

    Required TaggingSubmitted

    When setting up tags, I’d really like the ability to toggle on requiring tags in order to close a conversation. I saw this conversation from a few years ago that asked for something similar:However, as mentioned in that convo above, setting up a keyword-based auto-tagging system would be quite a lift for us, considering ever-changing tags + trying to ensure we got all relevant keywords to trigger the auto-tagging workflow. That, versus having a simple toggle to require the team to tag each conversation with the most relevant tag. I really just want that ability so we can have more robust data by having ALL conversations tagged 😅

    3
    ericgriff
    1 year ago
    Paul JouannyNew Participant

    Force Manual Conversation Tagging by agentsSubmitted

    This has been raised before, but the answer has always been to enable auto-tagging, we don’t find this to be completely reliable. We align part of our dev effort based on what causes us the most support issues, and have found auto-tagging often misses (context from customers is often sadly lacking!)  the key issue or  system area. Would like an option to force manual tagging of conversations/tickets prior to allowing a closure.

    9
    ericgriff
    1 year ago
    Daniele ZanardiNew Participant

    I would love to be able to create different messengers to fit my needs, instead of being limited to the same one where I can only change the styleSubmitted

    I find it odd that we can create different help centers and brand but we are limited to only one messenger, where we cannot change the tabs displayed but only change the style (colors)

    1
    Christian S12
    1 year ago
    Christian S12
    Christian S12Connector

    A/B Testing for Messenger VariantsSubmitted

    Description:Currently, we have the ability to A/B test proactive messages within the messenger, which is valuable for optimizing message content and timing. However, there is no functionality to A/B test different versions of the messenger itself (e.g., style, layout, tone, or content blocks).Proposed Enhancement:Introduce the ability to A/B test different messenger variants — not just the messages — to evaluate the impact of design, copy, or promotional elements on user engagement and click-through rates. This would enable more robust experimentation, such as testing: Different welcome messages or layouts for various promotions Variations in design or visual emphasis Different tones (e.g., conversational vs. professional)  

    0
    Christian S12
    1 year ago
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