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    3166 Ideas

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    Luciano NievasNew Participant

    Detail by label in custom reportSubmitted

     hello how are you? I bring you an idea, it would be nice if in the personalized reports part, if you touched the result that returns a label, it would bring me the conversations directly as a list like the "detailed" section  Example, I have a label with "X" number of conversations, if you click, the "detailed" appears with the corresponding conversations without having to go to the detailed section and place the corresponding label, this would save a lot of time.

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    Forum|Forum|1 year ago
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    InformerNew Participant

    Possibility to save custom date range for reportsSubmitted

    I miss the option to add a custom date range. I often check the working days but there is no standard option to filter that. I need to set the date range every time, so the possibility to save custom date ranges would be really nice.

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    Forum|Forum|1 year ago
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    InformerNew Participant

    Expand options for workflow 'When customer visits a page'Submitted

    To give this workflow more options it would be nice to expand this workflow. Now you can only use buttons, but when you don't want to use buttons it's useless.

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    Forum|Forum|1 year ago
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    Andrew GodwinNew Participant

    Add Statistics as query params in Articles API callsSubmitted

    We’d love to be able to make an API call to /articles that uses data in the article.statistics object as query params for sorting or filtering.Examples:GET /articles?sortBy=viewCountDescGET /articles?minViewCount=10This would let us get our most (or least) popular help center articles. At the moment there is no way to filter or sort by any of the popularity metrics. Use case:We want to display our most popular articles as a list within our React app (outside of Intercom Messenger) as quick links for our users to jump into the help center.

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    Forum|Forum|1 year ago
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    Sarah MastersNew Participant

    Add the ability to turn ON/off sounds for different Teams.Submitted

    Mostly need this for when I am helping out another team. Can we add the ability to turn on/off notification sounds at the individual level? Sometimes I help teams outside of the one I am assigned to, and miss conversations because I do not hear a notification. Thanks! 

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    Forum|Forum|1 year ago
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    Nikki WeinleinNew Participant

    Product tours for mobile appsSubmitted

    Integrating Intercom into the mobile app environment does not include as much value as we had hoped. Users even when verified cannot do product tours, valuable analytics are not captured…The ability to have a guided product tour in mobile apps is such low-hanging fruit I am surprised it isn’t already introduced. 

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    Forum|Forum|1 year ago
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    Jeremiah SNew Participant

    Show Suggested Copilot macro nameSubmitted

    When Copilot suggest macros in the composer it doesn’t show the name of the suggested macro. Could it be possible that it shows the name of the macro being suggested?  

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    Forum|Forum|1 year ago
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    User908New Participant

    How to add a contact to 'CC' when sending an email using intercom php sdk ?Submitted

    I am sending an email to a contact using intercom php sdk, i want to add one/multiple other contact(s) to 'CC' of this email. How i can do that?Also please guide me where to find these outgoing emails in intercom-dashboard ?

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    Forum|Forum|1 year ago
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    optNew Participant

    Reply to a specific messageSubmitted

    There should be a feature to reply to a specific message in the live chat, something like in Discord. It would be easier for better context replies. Just like you are able to reply directly to a particular message in email.

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    Michaela Hone
    Forum|Forum|1 year ago
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    Clément JamardNew Participant

    Request for Message Thread Reply Feature to Target Specific Messages in ConversationsSubmitted

    Context:Currently, there is no option to reply to a specific message within a conversation, making it difficult to refer back to or clarify the context of a particular message. Request:Similar to the functionality in WhatsApp conversations, it would be extremely useful to have the ability to reply to a specific message within a conversation. This would be particularly beneficial when a customer or user asks multiple questions in the same thread, allowing for more targeted and contextually relevant responses.

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    Michaela Hone
    Forum|Forum|1 year ago
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    Louis D'ambrosioNew Participant

    Incident Management (Outage) and Holidays ScheduleSubmitted

    This idea is to create the ability to include schedules with specific dates such as holidays.Currently, when a holiday is coming, we update the workflow with a holiday message and revert it at the end of the holiday. This is not optimal.Having the ability to set specific dates scheduled that we can reference in the workflows would be more efficient.With the option to select dates and times, and classify them in categories (open hours, closed hours, holidays, outage), we would then in the workflows create paths such as open hours, closed hours, holidays, outage, and the conversations would take the path according to the date and time. This makes it much easier for handling holidays, open hours, closed hours, weekends.Example:In the screenshot below, the dates are set. So that in the workflow, the conversations take the path of the active schedule. Additionally, imagine just have to toggle outage=on and the conversation automatically take the outage path, instead of having to update a workflow and then revert the changes. A workflow should support different paths based on hours with more automation than the current configuration. Example here with different outage scenario, just the need to activate it and the conversations would take the respective path configured in the workflow.

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    Michaela Hone
    Forum|Forum|1 year ago
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    Duncan I.New Participant

    Feature Request: Enhanced Macro Keyword Search FunctionalitySubmitted

    We are requesting the addition of a robust keyword search functionality within the macro library to improve the efficiency and accuracy of locating relevant macros.Proposed Functionality:1. Keyword Search Capability:Agents should be able to input keywords or phrases into a search bar to retrieve relevant macros. Search results should include macros where the keywords or phrases appear anywhere within the macro content, not just in the title.2. Search Results Display:The search results should display all relevant macros, including their titles and a brief description of their content. Keywords in the search results should be highlighted for easier identification and usability.3. Ease of Use:The search functionality should be intuitively accessible from the macro library interface to ensure seamless integration into existing workflows.Rationale:This feature will significantly enhance agent efficiency by streamlining the process of finding appropriate macros, particularly in scenarios where macro titles alone are insufficient for context. Improved search functionality will:Reduce the time agents spend locating the correct macro. Enhance response accuracy and consistency. Lead to improved customer satisfaction due to faster and more precise service.Example Use Case:Currently, when an agent searches for the keyword “description,” the macro "!General Request for More Information" does not appear in the results, even though its content explicitly asks for a description of the client’s issue. This limitation can cause delays and inconsistencies in agent responses.This is the interface for searching macrosWhen you search for the word ‘description’, since it is not in the title of the macro it doesn’t produce a return result We believe implementing this feature will not only streamline workflows but also enhance the overall usability of the Intercom platform for teams like ours.Thank you for considering this request. Please let us know if additional details or examples are needed.Kind regards,Justin YawnOperations LeadCoinme

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    Michaela Hone
    Forum|Forum|1 year ago
    Pat Barlow
    Pat BarlowConnector

    Don't auto scroll to the bottom of a conversation when there is new activitySubmitted

    I am often trying to read up on things and go through a conversation when someone will mention me in a note, or the customer will reply, and I’m immediately taken to the bottom of the convo, losing my place where I was. It also doesn’t fully load quick enough, so I’ll scroll back up and still be forced back down to the bottom.This is really frustrating and makes us not want to use notes as much as we should, especially given that you need to keep mentioning people in notes, the mentions tab doesn’t have a way to get rid of old mentions, there isn’t a way to do a quick emoji react to another note to show that you’ve seen it.It feels like this collaboration aspect needs some love 🥰

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    Michaela Hone
    Forum|Forum|1 year ago
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    ChelseaNew Participant

    Add customizable setting to turn off auto-scrolling to bottom of thread when new conversation events or messages happenSubmitted

    While viewing a conversation, whenever a tag is added or removed or a conversation attribute is updated, when the event is logged the conversation thread auto-scrolls to the bottom which is very annoying if you are scrolled somewhere in the middle, reviewing a thread, and adding/updating tags on messages as needed or updating attributes.  If there was a customizable auto-scroll setting that you could change for your personal workspace so individual team members could turn on or off auto scroll in conversations for both conversation events and new messages that would be ideal!Agents often need to read back through interactions between automations/Fin and the customer and with each new customer message they keep getting interrupted and brought back to the bottom of the thread. It’s frustrating.AI summaries are not a good replacement for reading back through the thread, at least not yet. The AI summary includes both customer and bot content (not helpful) and doesn’t include context you can only get by reading what the customer wrote.

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    Michaela Hone
    Forum|Forum|1 year ago
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    Cecilia Bjerring KnudsenNew Participant

    Have Help Center articles that are linked in the product open up in the MessengerSimilar functionality

    I would like to suggest the option to add a link to an article from the Help Center that will open that article in the Messenger instead of opening a new tab. We want to be able to add links to our Help Center within our product, but have it open it the Messenger so that our customers can have the instructions side by side with our product. It could be as simple as having an addition to the article URL that will prompt the Messenger to open showing that article. 

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    Michaela Hone
    Forum|Forum|1 year ago
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    Tomas NosekNew Participant

    Add attribute stating how many opened conversations a user/lead hasSubmitted

    We'd like to add to our workflow a step where the user would be notified if they already have an open conversation so that they don't create duplicate conversations. However, this information isn't currently retrievable.

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

    Availability Status ReportingSubmitted

    I would like to be able to run reports that show the availability status that team members were in throughout the day to be able to check for potential manipulation or contact avoidance. I know we can see things in real time but I’d like to see a historical look. ​@Gerald Prado ​@Bradley Coyle 

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    Nate E.
    Forum|Forum|1 year ago
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    VivienNew Participant

    Prevent duplicate linking for tracker ticketsSubmitted

    One conversation is restricted to one tracker ticket, but sometimes a customer that comes in will message in multiple times and be added. It would be great if there was a modal or pop up when the same account is linked to a tracker ticket to prevent duplicate additions

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    Forum|Forum|1 year ago
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    Isabel MeijerNew Participant

    Delete nofollow attribute on all links to create follow links for SEO purposesArchived

    It´s it really necessary for SEO purposes to be able to delete the rel=nofollow attribute that is on all external links published in articles.This habilitates Google to crawl en follow these links and pass on authority through them, attributing this way to the organic ranking of linked pages.Example of the way it is currently:  

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    Forum|Forum|1 year ago
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    Laura LinckeConnector

    Create Internal Knowledge Base With Internal Articles Imported From ConfluenceSubmitted

    Hey all!  I just discovered that intercom allows the possibility to have internal articles that are not visible to the users. From my understanding, this is to feed up the AI with content. The content provided can be imported from confluence as well.  So my objetive here would be to use this feature for my agents instead of just making it for the AI. I understand that we have the copilot available on chats for the agents to use, but that would be way more interesting for our team if we could use this area as a knowledge base where they could search procedures and files in order to continue the chat.  If this is not doable, other idea that could help us would to be have an internal help center that would turn into our knowledge base. 

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    Forum|Forum|1 year ago
    Trevor
    Innovator ✨
    TrevorInnovator ✨

    Upload Custom Emojis for Help Center & KnowledgeSubmitted

    Would love the ability to upload custom emojis for use in the Help Center, Articles, and knowledge. Use cases would include:Setting custom thumbnail emojis for our product folders and knowledge folders in the intercom interface.  Adding custom emojis in public articles to deepen customer understanding of product logos and icons. 

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    Trevor
    Innovator ✨
    Forum|Forum|1 year ago
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    Angie WallsNew Participant

    Notifications Beyond A MentionSubmitted

    Request for this - A way for someone that is @ mentioned in a case (conversation or email) to be able to get notifications beyond the mention? For example, our support team is handling a customer questions or situation. The success manager is @ mentioned in the case for sightline and doesn't need to take over the case as the owner but would like to continue to see how the customer is responding and what happens with the case. We would rather not have to cc someone - looking for the agent to receive notification / be pinged with the customer responds for sightline. Thanks for any help! FinAI said: Unfortunately, we don't currently have a built-in feature to enable ongoing notifications for specific conversations without being the case owner. However, there's a workaround you can use. You can @mention yourself in a note on the conversation you wish to follow. This will make the conversation appear in your mentions folder, allowing you to keep track of it.If you'd like to see this feature implemented, you can upvote and comment on the feature request in our Product Wishlist. In the meantime, using @mentions is the best way to loop in teammates or teams for specific conversations.

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    Forum|Forum|1 year ago
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    Yves-Philippe RentschNew Participant

    Ability to sync content in the knowledge hub with the help centerSubmitted

    We have linked a homepage to our knowledge hub and want to now include that information also in the help center. This is quoting the support staff I talked to not possible but it would be great if it could be done. 

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    Forum|Forum|1 year ago
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    Karen ChinNew Participant

    Away ReasonsSubmitted

    Is there any way to make the away reason visible when reassigning a case to a teammate who is away? This way, the team will know that the reassigned teammate is away on holiday or for any other reason.For example, just like Slack. You can see why a teammate is away from the tooltip. Eg. away for meeting 🗓️ , away for holiday 🌴 and etc. It would be nice if the away reason is more visible around the app, not just the live dashboard. 

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    Forum|Forum|1 year ago
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    Eimear MurphyNew Participant

    Ability to link Help Centre articles in Whatsapp conversationsSubmitted

    Currently the only way to send a Help Centre article to a customer over whatsapp is to attach the URL, it would be great if we could link the articles at the bottom of messages link in normal conversations

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    Forum|Forum|1 year ago

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