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Forum|Forum|2 years ago

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KrisNew Participant

Ability to modify user data in seriesSubmitted

It would be extremely useful if I could modify user data as an event inside a series.

Forum|Forum|1 year ago

KrisNew Participant

Update user attributes in workflowsSubmitted

It would be VERY VERY helpful if I could update user attributes in the workflows in addition to just conversation attributes. The restriction to just conversation attributes prevent me from creating more intelligent follow up series and other workflows. Users OFTEN create new conversations and when they do that, conversation attributes become useless because they are starting fresh. I have to create a complex series of tags to accomplish what would be super simple with user attributes.

Forum|Forum|1 year ago

Thomas LochNew Participant

Auto Follow up with User assigned to conversationSubmitted

Currently we have follow up’s made using a workflow and find creates the follow up. We would like to be able to show the user that sent the last message as the one sending the follow up rather than Fin to make it more personalized. We are not seeing a good response to those follow ups and does look like users are disregarding the follow ups knowing that it is a bot.We think keeping it personalized and showing the user as the one sending the follow up will engage users more.

Forum|Forum|1 year ago

James LaurieNew Participant

Allow content suggestions to be filtered by teamSubmitted

I’d like to be able to filter my content suggestions by the team inbox it’s pulled the suggestion from. This is especially helpful for us, since we encounter very different types of enquiries, which we’d like to review separately. /automation/fin-ai-agent/content-suggestions

Forum|Forum|1 year ago

RossBurrowNew Participant

Have a default Right panel layout/view for new staffSubmitted

Our CS staff all have the right hand panel personalised to view different information. I’d like to set one as a default for new members joining the team to ensure they have all the same information visible and in a similar order. It could be helpful also if we could create custom groups of attributes for the right column, not only the default ones, for example:If I wanted to create a group of User attributes, company attributes and Qualification all in one

Forum|Forum|1 year ago

Lee M12New Participant

Automatically Re-assigned tags in mentionsSubmitted

If someone is away, they should be able to not just re-assign their emails/chats to a team/individual but also if someone is to tag them in a note, there should either be a warning that pops up saying something like ‘Bob is away today and is reassigning messages to [team]. Would you like to continue to tag Bob or ask the Team (where everyone in the Team can see the mention).

Forum|Forum|1 year ago

sonesuNew Participant

Hotjar integration for allowing Intercom's iframes recordingSubmitted

We are using Intercom as a product adoption tool for our users. Every time we deploy something new we inform the users what has changed and how to use it. Some things may be trickier than others, and we use Series with Posts and Tours, and Tooltips on the other hand, to explain all this. Followed by Surveys and Help centre articles.When we deploy a new feature, we inspect recordings in Hotjar, and this helps us to discover UX or dev problems, bugs, or improvements we need to make, also changes in explanations in the tours and tooltips that we're adding.In a recoding, the tour is not visible, as Hotjar is not able to record other domains' content through iframes, unless we add the data-hj-allow-iframe inside like this: <iframe src="https://example.com/page.html" data-hj-allow-iframe=""></iframe> and add the domains as allowed domains to record.That's not a very difficult thing to implement, if you offer something like an integration with Hotjar or something similar, so when activated, Intercom adds the data-hj-allow-iframe parameter to every iframe that is added our websiteMore info about how Hotjar tracks iframes https://help.hotjar.com/hc/en-us/articles/115011624347-Can-I-Track-iframes-Inside-Heatmaps-and-Recordings

Forum|Forum|1 year ago

Noga FrenkelNew Participant

Allow customization of Related ArticledSubmitted

The Related Articles presented in an article page are automatically assigned. The association is not great, and I want to have an option to remove and add articles to this list manually if needed.

Forum|Forum|1 year ago

Duncan I.New Participant

Feature Request: Custom Data Validation Rules for Intercom Ticket FieldsSubmitted

We’re requesting a toolkit to create custom data validation rules for fields in Intercom Tickets. While the current field options are helpful, they have limitations that restrict our ability to tailor forms for specific use cases. Below are examples from our fintech cryptocurrency business to illustrate the need for enhanced flexibility and control:Current Limitations and Use Cases Number Field Enhancements: The existing ‘Number’ field only supports whole numbers. In the cryptocurrency industry, precision is critical. For example, Bitcoin values extend to 8 decimal places (e.g., 0.12345678), while other cryptocurrencies may use different decimal limits. A custom validation rule would allow us to define the precision required for each field based on the cryptocurrency in question. Transaction ID Validation: Different transaction types have unique formats and validation requirements: A Debit Transaction ID is a 9-character alphanumeric string. An ATM Transaction ID is a 12-character string starting with “1337” and ending with three alphabetic characters. Currently, there’s no way to enforce rules like these, leading to potential errors and delays in processing. Improved Date & Time Options: While the existing ‘Date & Time’ field is useful, splitting it into three distinct options—‘Date & Time,’ ‘Date,’ and ‘Time’—would significantly improve usability. For example: Sometimes we only need a date because the time is provided in a separate field. Other cases require a time but not a date, which is currently cumbersome for users. Email Validation: Adding a rule-based ‘Email’ field would ensure proper formatting (e.g., user@example.com). In cases where we need to collect multiple email addresses, having validation for comma-separated formats would streamline data collection and reduce errors. The Proposed SolutionWe are requesting a toolkit that allows us to:Create custom field types with specific data validation rules. Define constraints like length, format, prefixes, suffixes, or character types. Implement precision controls for numeric values, such as the number of decimal places allowed. Enable advanced validation for text fields (e.g., regex-based validation).Why This MattersThis functionality would empower us to build tailored forms for our customers, ensuring we collect accurate and actionable data. It would:Eliminate the need to repeatedly request new field types as requirements evolve. Enhance the customer experience by reducing confusion and errors in form submissions. Improve operational efficiency by ensuring data accuracy and consistency from the start.Example ImpactWith this feature, we could implement an ATM transaction field that accepts only values starting with "1337," a numeric field that allows 8 decimal places for Bitcoin, and an email field that validates multiple email entries in one field. These improvements would drastically reduce processing time and error rates while enabling us to use Intercom Tickets more effectively.We hope this provides a clear picture of our needs and the value such a toolkit could deliver. Please let us know if additional examples or details are needed to assist in your evaluation.Kind regards,Justin YawnOperations LeadCoinme

Forum|Forum|1 year ago

Angel HorowitzActive User

Workflows/Automations - Schedule Go Live / PauseSubmitted

Problem to Solve:We use several workflows for things that are based on dates - holidays and all company meetings are two big examples. Currently workflows have to be set live and paused manually, which is a big headache, especially when we’re off on holidays. Examples:Phone Workflows for Holidays - We have to pause our standard workflow where the voicemail messaging is set to our standard VM and then set the holiday one live where it has different messaging outlining verbiage for the holiday. Automated Response (Customer Sends Any Message) - We have to do the same thing for our standard auto-response for chats that says when we’re out of office and pause that for the holiday, then set the one live that has the holiday messaging. Those are just two examples, but there are several use cases of how this would come in handy and make things much more efficient. Suggestion:Similar to the Proactive Support Settings, add the option for when to start sending and stop sending, with both the date and time options:

Forum|Forum|1 year ago

Darjus SaksonConnector

workflow-> office hours or agent status as a triger for workflowSubmitted

hello, have an idea to create trigger which will be triggered in workflow based on office hours(time condition) and based on agents status- as example new status away and unassign. We are working in 2 shifts and we want to stop tickets solution when one shift is finished tickets should be reassigned.And i think that so advanced AI based platform it should be done based on triggers not manually.

Forum|Forum|1 year ago

Duncan I.New Participant

Feature Request: Workflow/Channel Level Rate Limits for Fin UsageSubmitted

We are requesting a feature enhancement to enable workflow/channel level rate limits for Fin usage. This functionality would provide greater control over expenditures while empowering teams to expand Fin's application confidently across more workflows.Proposed Functionality 1. Workflow-Specific Spending Limits:Allow organizations to set monthly expenditure limits for Fin usage at the workflow and/or channel level. When a workflow or channel reaches its limit, the system should automatically transition to an alternative process that does not incur per-use costs.2. Alerts and Notifications:Provide configurable alerts as workflows approach their Fin usage limits, with thresholds (e.g., 80%, 90%). Notify designated stakeholders to ensure proactive monitoring and decision-making.3. Flexibility for Adjustments:Enable teams to adjust workflow-specific limits or reallocate resources both before and after the rollover occurs. Provide detailed usage data and projections to support informed adjustments.RationaleThis feature would significantly enhance our ability to manage Fin usage costs while maximizing its utility. By implementing workflow-level rate limits, we would:Gain confidence in using Fin across more workflows, knowing that expenditures are controlled. Maintain operational continuity by transitioning to predefined workflows when limits are reached, avoiding interruptions. Improve budget predictability and reduce unexpected overages.Example Use CaseSuppose we allocate $2,000 per month for Fin usage within a specific workflow, such as email responses. Once that limit is reached, the system could automatically shift to a backup workflow that avoids Fin usage, ensuring continued service. Alerts at 80% and 90% of the limit would enable us to proactively make adjustments, such as increasing the budget or modifying the workflow.Expanding this capability to other workflows where Fin is added would encourage broader adoption, allowing us to leverage Fin’s capabilities more effectively while maintaining financial control.We believe this enhancement would provide significant value by fostering confidence in Fin’s scalability across workflows, improving budget management, and ensuring seamless customer service.Thank you for considering this request. Please let us know if additional details or use cases would be helpful.Kindly,Justin YawnOperations LeadCoinme

Forum|Forum|1 year ago

Valerio ChangNew Participant

Can the time stamp of the chat message to be displayed in the messenger?Submitted

For the user’s view - Would it be possible to add timestamps to the individual messages in the support chat?

Forum|Forum|1 year ago

TrevorInnovator ✨

First Response Time Breakdown Custom ReportSubmitted

In the new Responsiveness report, we are losing a really great table called “First Response Time Breakdown.”This is a great tool my team uses to track and set goals on getting customers first responses in certain time intervals. And we’ve used this particular table over the years to do that. With the new reports, we don’t have a way to segment by these time intervals. So we’d need a new “Segment by” field that would be something like “First Response Window,” which would segment our first response time data, by these time intervals. I would hate to see the legacy report fully go without getting this same report in the new or custom reporting tools. Thanks intercom team!

Forum|Forum|1 year ago

BRETT ELLIOTTNew Participant

Cloned Vioce Conversation PromptPlanned

Hi There,Can I offer something to take Finn to the next level, and really get your cusotmers excited!I think voice command must be the future of live-chat. If the Finn widget could include the option to offer a ‘Voice’ response as an option. For example the visitor could tap a speaker button to ask question by voice, and get audio responses.For example, you could use an integration with https://elevenlabs.io/app/speech-synthesis/text-to-speech to give Intercom customer the option to set up ‘Cloned Voice’Then you could even offer website visitors the opportunity to converse with the voice of the Founder, or creator of the companies products, who could talk virtually with customers just as if they were talking directly to the real person.I feel this could really help conversion on your customers websites, as trust and customer service is everything, and this could potentially increase your overall business. Here’s hoping!CheersBrett

Forum|Forum|1 year ago

Nate E.Connector

Flag for coachingSubmitted

I would love to see an option on the Details screen that would allow someone with a certain group profile setting flag a conversation as “Needs Coaching” or “Quality Review” or something to that effect (customizable based on the needs). This could be something that would not be visible to the front-line reps. The situational usage of this would be if someone who is not the direct manager of a front-line rep reviews a conversation and has a concern (for instance a Vendor Manager or QPM see a conversation handled by a BPO partner and want to make sure leadership at the BPO or the QA team there are alerted), they could check a box, add a note and the team would get an alert, but the front-line rep would not see this. @Gerald Prado @Arlene Trompczynski

Forum|Forum|1 year ago

Nate E.Connector

Alert an individual (or group) via workflow when conversation is taggedSubmitted

I would love to see an enhancement added that allows notifications to be created (defined via a workflow) when certain tags are used on a conversation. For instance, if a convo is tagged as “Abusive Customer” it could alert a certain Ops team for review, if it is tagged as “Outstanding Response” it could alert the Quality team, or another tag could just specifically alert an individual person. @Gerald Prado

Forum|Forum|1 year ago

Fabio SeminarioNew Participant

Feature request - Custom audio alertsSubmitted

Hi, I would like to suggest allowing custom audio alerts/notifications on intercom. Currently I feel only one of the options is loud enough to suitably grab my attention but it also happens to be quite piercing of a sound. Would love it if we could supply our own audio files to be used or just a wider selection of alerts. Thank you

Forum|Forum|1 year ago

PatrīcijaNew Participant

Enhanced Localization Options for Messenger UISubmitted

Currently, the localization of the messenger UI is determined only by device settings, such as the browser language. However, user language preferences do not always match these settings, leading to a less personalized experience. It would be valuable to implement an option to set dynamic localization rules for the messenger UI. For instance, the UI could adapt based on the language tag in the URL, rather than defaulting to the browser language or relying on a static language override. At the moment, I am unable to find an appropriate solution to trigger acceptable UI translations for visitors. The existing language override feature only allows setting the UI to a single language, without the option for dynamic adjustments. For example, while my devices are set to English, I’d prefer the messenger UI to reflect the language of the help center page I’m visiting, ensuring personalized user experience.

Forum|Forum|1 year ago

Yves-Philippe RentschNew Participant

Folders for template storageSubmitted

Being able to organise templates in folders to enhance usability is a key feature. We are implementing Intercom and will have close to 100 templates when finished. The proposed work around with naming and searching is not really sufficient and it becomes a trial and error to see if you have selected the correct template. Please implement this feature. Thank you!

Forum|Forum|1 year ago

DaveCNew Member

Folders for MacrosSubmitted

It would really be great if macros could be orgnized in folders. Any plans for this functionality? Even the ability to tag macros would be really helpful.DC

Forum|Forum|1 year ago

thepaultuckerNew Participant

Add the ability to add secondary email addresses to a single user contact recordSubmitted

We regularly have contacts who reach out to our support team via email from different addresses. They might contact us from their work email, personal email, and an alias email (bsmith@email.com vs bobsmith@email.com). In all of these cases, we want to link the email lead to the actual user by merging the contact and adding one of the newly identified email addresses as a secondary email address for that contact. Front, Zendesk, and Help Scout all offer this as basic functionality. Without this ability to maintain multiple email addresses for a single contact, we have multiple threads going in various locations without our awareness. Likewise, it’s a challenge to keep our customer in-app data in view when the other email addresses are treated as leads rather than linkable to the primary user contact.

Forum|Forum|1 year ago

Duncan I.New Participant

the ability to mass-snooze conversations/ticketsSubmitted

The request is to have the option to snooze for a selectable/customizable time in bulk. The option is currently only available for single snoozing, not for mass.

Forum|Forum|1 year ago

Andrei FeskoNew Participant

Add the sorting of channels in reports for Fin CopilotSubmitted

The idea is the next: it would be perfect, if metrics for Fin Copilot would be adjustable to more filters, to be precise to channels.

Forum|Forum|1 year ago

Gaby CabreraNew Participant

Exclude ‘First response time’ target for non-started by Customer ticketsSubmitted

Hey! We’d like to exclude ‘First response time’ target for Outbound (non-started by customer) tickets.Since Outbound tickets originate from our side, 'First Response Time' is irrelevant and often breached, which impacts our SLA accuracy.Our goal is to maintain SLA tracking for customer responses in Outbound tickets while excluding 'First Response Time' from the metrics, ensuring reports remain meaningful.Thanks!!

Forum|Forum|1 year ago

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