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    3166 Ideas

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    Gaby CabreraNew Participant

    Add new non-conversation-based SLA metrics to the SLA datasetSubmitted

    Hey! We’d like to propose adding non-conversation-based SLA metrics to the SLA dataset to help us report on SLA performance for back-office tickets that are not visible to customers.While these tickets don't require a direct reply to members, they often involve resolving customer-related issues behind the scenes. To ensure accountability and efficiency, we've set TTR (Time to Resolve) and TTC (Time to Complete) metrics for these tickets.Having a report that tracks the SLA hit and miss rates for back-office tickets would provide valuable insights into how effectively we're managing these internal processes.Thank you for considering this request. Looking forward to your thoughts!

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    Forum|Forum|1 year ago
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    Jennifer GiraldoNew Participant

    Be Able to "Preview" Workflows for WhatsApp in IntercomSubmitted

    It would be great to have the capability to preview what a Workflow would look like as a WhatsApp recipient the same way we can preview workflows in the Intercom Messenger launcher. It would be great to see exactly what our clients see when the workflow is triggered and how it’s presented to them without having to actually use WhatsApp ourselves to test it. For example, if I wanted to test a WF that is outside of office hours then now I have to wait until past my shift to try it or modify the hours earlier and risk accidently shunning away a customer when I was just in the middle of testing. This feature doesn’t have to be for WhatsApp alone, it’s a great help/benefit to preview what your messages looks like for the end user before setting it live or even to help you modify to make the chatting experience better over time.  

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    Forum|Forum|1 year ago
    Brodie
    BrodieNew Participant

    💡 AI-Powered Conversational Analytics with FinSubmitted

    Hey Intercom Community! 👋🏄‍♀️Imagine being able to have natural conversations with Fin about your team's performance data right within Intercom. Instead of navigating through different reports, you could simply ask questions like:"How did Team A and B's response times compare last quarter?" "What patterns do you notice in our peak support hours?" "Show me our top performers based on CSAT scores"The magic would be in the conversation - just chat with Fin and get instant insights about:Teammate Performance Reports Response time trends CSAT patterns Workload distribution Custom metrics that matter to your teamThis would make data analysis more accessible to team leads and managers who want quick insights without diving deep into reports or exporting data.Has anyone else been wishing for something similar?

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    Brodie
    Forum|Forum|1 year ago
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    Macall GardnerNew Participant

    Real Time Live Interaction Routing LimitsSubmitted

    It appears that for Intercom Product and Intercom Support, the chat channel is treated more like an email service rather than a real-time interaction tool. Customers often receive an automated response with reply times exceeding 4 hours in most cases.Recommendation:Improved routing and handling of live interactions for service desks supporting real-time channels, such as chat and phone, would enhance the customer experience.Current Challenge:Technicians can be simultaneously assigned a live phone call and a live chat, leading to delays and capacity issues.Proposed Solution:Introduce the ability to set channel-specific limits instead of interaction-based limits. For example:Allow unlimited email assignments. Set maximum thresholds for live chats or phone calls to ensure bandwidth is managed effectively and real-time channels are prioritized. 

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    Nate E.
    Forum|Forum|1 year ago
    bosbeest
    bosbeestActive User

    Change Assignee after closing chat (in GUI)Submitted

    Feels like something very basic, but only possible through API? Would be awesome to be able to correct chats for correct reporting.   

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    bosbeest
    Forum|Forum|1 year ago
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    Marketing SupportNew Participant

    Telegram Integration Improvements with OctopodsSubmitted

    Hi, We are currently working with the Octopods Integration for Telegram as most of our conversations with Partners happen here.There are a few features we would love to see happening.For instance:-Hiding of Telegram user ID in Chats, as our support agents do not need access to this information-Ability to have the messages mark as read by: the agent who did the initial read of the conversation, and have it be marked as read for other team members/support agents as well. As currently all agents needs to read the messages, which is basically double/triple work, if shifts are done or to have a good overview on current chat requests. This way there is a clear overview for the chats that are already read and which actually need to be done.-Option to delete/edit messages in the chat, which will reflect back into Telegram itself.-Option to reply to messages previously sent.Hopefully we can work together with Octopods and Intercom to increase these features on the platform.Or else the idea is to create your own integration without any third-party platform. Maybe even have Skype integration as well.  

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    Forum|Forum|1 year ago
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    RafalNew Participant

    Facebook and Instagram comment handling through IntercomSubmitted

    It'd be cool if we could handle incoming comments for our ads and organic posts straight through Intercom, so we can really utilise Intercom as omni-support system

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    Forum|Forum|1 year ago
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    Jack EtheringtonActive User

    Create a single conversation channel for SMS and PhoneSubmitted

    Situation:Workspace has Phone and SMS enabled New lead calls Intercom Phone Lead created in Intercom Lead has no email associated Lead has never accessed Intercom widget Conversation created in Intercom End phone call In Intercom Agent view, messaging panel is displayed at the bottom of the conversation Agent sends a message to the leadExpected: Message is sent to phone number the call was received from as SMS.Actual: Message goes into a black hole. Assume the message would display in the Intercom Messenger widget, but the lead does not have email/messenger associated. I think it is common sense that messages sent in response to a phone call are sent via SMS. Or at the very least the Agent is given the option of what channel to send the response via.

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    Forum|Forum|1 year ago
    Angel Horowitz
    Angel HorowitzActive User

    Help Center Article Metrics - Views / ViewersSubmitted

    Problem to Solve:Option to easily find the metrics for views / viewers for Help Center Articles. Right now there is no way (to my knowledge) to see total article views, and the only way I can find the viewers metric is by going to the article report and clicking “view more” on article engagement until I find the article I’m looking for. Explanation of Importance: Teams need to be able to make data-driven decisions to decide where time/energy is best spent and one way to do that is by evaluating the views / number of viewers for articles to determine:What makes sense to keep continuously updated with new videos, etc What articles might make more sense to combine with other articles to give better visibility Which articles should be added to checklists and LMS courses based on views, etcSuggested Solutions: Add “Article Search” as one of the filters or at the top, and add a column for “total views”, or build this as a report option that can be custom built: Add columns in the knowledge section: 

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    Angel Horowitz
    Forum|Forum|1 year ago
    K
    Kristin T12New Participant

    Set individual office hours for teammatesSubmitted

    We’d like to be able to set individual office hours for teammates based on their scheduled working hours. This would then allow for more automation like snoozing till tomorrow would re-open when your office hours start the next day. This could also allow for away status of done for the day to be applied when their office hours are over. Then teammates could choose how to handle conversations in their off hours - reassign or snooze till next day.

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    Graziela
    Forum|Forum|1 year ago
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    Louis D'ambrosioNew Participant

    Canned Responses Repository for WorkflowsSubmitted

    This idea is to have the ability of having a repository of canned responses that can be used in workflows. Instead of typing the paragraph in the workflow, having just to select a canned response would be easier. Workflows are cluttered with the Message blocks. The feature of referencing a canned responses in a workflow feels that it would be a cleaner approach, which also allows to easily reuse the canned response in multiple workflows. When having different paths for outage, holidays, operating hours, out of hours, etc, referencing a canned response from a repository is cleaner that having different message blocks clutter the workflow.

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

    CSAT/Survey - Delete Individual ResponseSubmitted

    I am not in favor of deleting CSAT surveys, generally, however sometimes I do think that it is warranted to be able to do so after serious review by Sr. Leadership. I have a few use cases in my business where we’d like to be able to do this as a Super Admin, so I would like to see the capability added to let an Admin choose to delete an individual survey response and note why they did so (with multiple confirmations just to make sure). ​@Gerald Prado 

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    Nate E.
    Forum|Forum|1 year ago
    Tommy Mains.
    Tommy Mains.New Participant

    Apply audience(s) when adding new knowledge itemSubmitted

    When I add a new item with the Knowledge tool, I should be able to apply the audience filters then and there instead of having to find the newly added item, click it, and then access the audience filter.

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    Tommy Mains.
    Forum|Forum|1 year ago
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    Glen CocoNew Participant

    Update relationship attributes programmatically via APIs (both standard and custom Objects)Submitted

    It would be great to programmatically update relationships between custom objects and standard objects via API

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    Forum|Forum|1 year ago
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    Joe CarrollNew Participant

    Simpler or Custom CSAT Survey responsesSubmitted

    The current CSAT workflow tool is great for getting quick responses, but sometimes we would like to get less granular data. Instead of five responses, just two responses (like thumbs-up vs thumbs-down) would be good for getting even quicker responses from customers at a high level.  We can send out larger surveys to see how customers evaluate our performance across a range of metrics and times, but sometimes we just want to know whether the particular chat session we just had with a customer was successful and helpful.

    1
    Jennifer K
    Forum|Forum|1 year ago
    B
    Benjy WangNew Participant

    Archive tickets - back office and trackerSubmitted

    Sometimes tickets get created by accident and cannot be hidden from the main ticket or conversation side panel. This can quickly lead to a cluttered UI and mistakes (like updating the wrong ticket).Another scenario is resolved back office tickets making it hard to find or prioritize the open ones you need to work on.Having a variable in the API for something like “archived”: ”true” would be a nice bonus.

    1
    Jennifer K
    Forum|Forum|1 year ago
    Heather Worthington
    Heather WorthingtonNew Participant

    Integrate Zendesk tickets with FinSubmitted

    The “Zendesk Support” app currently allows agents to manually create a ticket from an Intercom conversation. What would be really helpful would be for Fin to be able to read the last “public response” and status on the subsequent Zendesk ticket so Fin can provide the same update but via Intercom’s chat, rather than requiring agent intervention.

    1
    Jennifer K
    Forum|Forum|1 year ago
    R
    Rick ANew Participant

    Office hours conversationsSubmitted

    That would be good to have an option to select how many new inbound conversations are coming up to Qs within and outside of working hours. I’ve set up a workflow when customers opens a conversation in messenger → talks with Fin and if customer presses Talk to person there is a branch for working hours, and its outside of working hours customer will receive a message. In a custom report I can select a heatmap with how many new conversations came up by hour, but I have to calculate a total number outside of working hours manually, which is not efficient considering how much efforts you’ve made for reporting in the last months 😻 

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    Jennifer K
    Forum|Forum|1 year ago
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    Maike Roger Martins FlyERPNew Participant

    Highlight conversations betterSubmitted

    Develop a distinct sound alert for unassigned conversations, separate from other platform notifications. Additionally, the corresponding field should continue to flash until all unassigned conversations are assigned correctly. Currently, our operators do not always notice unassigned conversations. Although there is a numerical indicator for these conversations, it can often go unnoticed. The sound alert is a useful tool, but as it uses the same tone as new messages and other platform notifications, it cannot effectively highlight pending conversations. 

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    Jennifer K
    Forum|Forum|1 year ago
    V
    Vetal SloterraNew Participant

    The ability to move the customer support widget in the mobile version is requiredSubmitted

    Good day! As we can see, for the Desktop version, a solution has been implemented to move the widget for customer support interaction, and we can set the widget's position anywhere relative to the right or left corner. For the mobile version, Intercom only provides the option to place the widget in the lower corner, either on the right or left.I believe it is essential to have the ability to move this widget pixel-by-pixel in the mobile version, just like in the Desktop version. Could you please let me know if this solution is already being developed?

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    Jennifer K
    Forum|Forum|1 year ago
    P
    Paul van OorschotNew Participant

    Search of blocked users via UI or API, to be able to unblock them and review statusSubmitted

    find or retrieve a list of blocked users via the Intercom UI via search and/or via the API. The only method to access blocked users is by manually scrolling through your block list in the Intercom UI and clicking 'load more' until you have viewed all your users.  This is impossible and often you have to search for a specific user to unblock accidentally blocked users.  Also it will greatly reduce workload for intercom support, as we now have to create tickets each time. 

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

    Make Call Recordings & Transcripts Available to 3rd Party AppsSubmitted

    We use EvaluAgent for our Quality Program and enjoy the integration between the two systems. However, today phone calls and transcripts are not available for EvaluAgent to transition over via this integration. They have stated that Intercom has not made this available yet. It would be immensely helpful if this feature could be added. ​@Gerald Prado ​@Arlene Trompczynski 

    1
    Jennifer K
    Forum|Forum|1 year ago
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    LogapriyaNew Participant

    Unlimited outbound frequency and scheduling messages sent per daySubmitted

    I would like to implement an outbound rule for cases where users attempt to make deposits on our platform using any available payment methods. If these deposit attempts fail, the users should receive an outbound message notifying them of the failure and to offer help on the deposit issue.Currently, the system only allows a maximum of 1 outbound message per day. However, I need the ability to configure unlimited outbound messages per day. This is necessary because users often try to deposit funds using multiple payment methods, and the likelihood of experiencing more than one failed deposit attempt in a single day is high. Therefore, the system should be able to send a notification for each failed deposit attempt without any daily limits.

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    Jennifer K
    Forum|Forum|1 year ago
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    josieloNew Participant

    Have UK/US English as a translation language option on articlesSubmitted

    Hello Intercom Community! Would anyone else find it useful to be able to select either US English or UK English as a translation language when creating articles?I’m in a bit of a pickle - our main customer base is in the UK so our Help Centre is written in UK English. More recently, we’ve expanded to the US and have had to duplicate all of our UK English articles and swap UK English words and phrases for US English. This has created a huge mess in our Help Centre as we now have duplicates all over the place, making updating or finding the right articles a nightmare. We remedied this by creating a separate US Help Center (and adding audience rules) but now we’ve run into issues with Fin only being able to pull information from one Help Centre (which needs to be our UK one as most of our customers are there - leaving US customers reading UK English terms and names for features). This would all be solved by having US English (or UK English, it doesn’t really matter which way round) as a translation language you can select when creating an article. 

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    Jennifer K
    Forum|Forum|1 year ago
    C
    Cecilia Bjerring KnudsenNew Participant

    Keep Article / Help Center reportingSubmitted

    I can see that you have turned both Article and Conversational Support report into “legacy” status. I have confirmed with one of your support agents that these reports will disappear with no replacement for getting Help Center and article data. I was surprised that it was suggested to me to use Google analytics instead - a third party solution for something intercom used to solve for me. When the article report disappears, I will have no way of reporting on Help Center performance and article health within intercom. This is a huge step-back and makes it difficult for me to use intercom to set a strategy and improvement steps for our Help Center. Worth to note: The Help Center is the backbone of Fin. Why is this report not prioritised? I would love to see it stay and evolve. Or for there to be an option to built the report myself. 

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    Forum|Forum|1 year ago

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