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16 days ago

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Forum|Forum|2 years ago

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Yina HuangNew Participant

Collect comments from users for an articleSubmitted

We really need comments from users regarding articles, not just emotional feedback. We wante to know the exact reason why they leave a good/bad rate.

Forum|Forum|1 year ago

Abbie HopkinsNew Participant

Navigate to edit from a live knowledge articleSubmitted

From inside a live knowledge article, a way to navigate directly to the editor for this article would be incredibly helpful to speed up small adjustments eg., spelling mistakes, etc. When a link is provided to an article when a correction is required, clicking through to the editor would greatly speed up workflows.

Forum|Forum|1 year ago

Ash CruzNew Participant

Intercom supported languages additionsSubmitted

Support for these languages: Haitian Creole Somali Amharic Dari A lot of our user base are immigrants, refugees, or otherwise displaced from their country and rely on our service to communicate with their children's teachers and schools. In order to maximize their app usage, it's important for us to support the languages they bring. These languages are among the top 12 languages families use via our app, and we want to make sure they understand our knowledge base articles and workflows rather than having to adjust to a similar but still different language, especially with varying literacy levels.

Forum|Forum|1 year ago

Adam KestertonNew Participant

Week to Date date rangeSubmitted

To allow my team to view their current weeks metrics to make sure they are on target, I would like to see a week to date preset date range filter, in a similar fashion as the existing month to date filter.

Forum|Forum|1 year ago

Owain ReesNew Participant

AI analysis of conversation dataSubmitted

Requirement - 'I want to': Analyse conversation content in bulk using AI integration to identify themes and trends.End Result - 'So that': We can improve our help centre for Fin and make product enhancements through our ongoing product development.Action - 'When I do this': Access a function similar to Kraftful within Intercom, without needing to work with an API.Result - 'This Happens': The system automatically identifies trends and themes in conversations, eliminating the need for manual tagging by CS agents, which is often inaccurate or incomplete.

Forum|Forum|1 year ago

LeeNew Participant

Recap or remind end-users of their conversation when sending out CSAT surveys by emailSubmitted

Context:Quite often our customers switch between channels when we talk with them, between chat and email. So, when they reach out via chat and we respond, sometimes they’ve already left and our response gets sent to them by email. When we close that conversation and CSAT is sent out to them, the CSAT email doesn’t have any context or “recap” of the conversation we’ve had with them, and skews the customer’s thoughts when leaving CSAT - typically we get comments like “not received a response” or “no one messaged me back” because they’ve missed our actual response to their query and only seen the CSAT survey. We’ve played around with the timings of CSAT surveys, but I feel there’s a more intuitive way of reminding customers. Suggestion:It would be great if a recap could be sent along with the CSAT survey to remind the customer of how the conversation went, even if it was the last reply from our agents. E.g. “Here’s a recap of your conversation!” or “Here’s the last response from [Company name]:” and then offer the CSAT survey.

Forum|Forum|1 year ago

Angie WallsNew Participant

Ability to Exclude Conversation from ReportingSubmitted

Hello,Requesting the ability to easily exclude a conversation from data reporting in order to reflect a more accurate score/time on the dashboard.There may be a reason why a particular conversation should not be reflecting in the number shown.Currently in order to exclude and get new data, you have to pull the export, remove the item you don’t want and manually re-calculate the dashboard numbers for instance calculating a new first response time.If there was a way to check a box or similar to exclude from reporting that would be so helpful!Thank you for your consideration.

Forum|Forum|1 year ago

Nate E.Connector

Add Custom Away OptionsPlanned

I would like to be able to add custom away options that meet the needs of our business. For instance, there is no bathroom/restroom option, but should be.

Forum|Forum|1 year ago

Tomas NosekNew Participant

Support logging Events in SeriesSubmitted

In an outbound series, it would be nice to log that an event happened so that the conditions can work with it.For example, when I want to log when the last time was we sent out a specific interview invitation to a user so that I can omit the user from another series or re-enrollment to the same series.

Forum|Forum|1 year ago

Lori KarnsNew Participant

Ability to make external transfers when making outbound callsIn Beta

We can’t call customers and then transfer them. This means when we get voicemails after hours, we have to ask our customers to call us back themselves in order for us to get them to the right place.

Forum|Forum|1 year ago

Daniel RönnbergActive User

Translate conversation after handed overSubmitted

With multilingual Fin, users can engage with the bot in multiple languages. However, when asking to talk to a support rep speaking a different language, it’d be beneficial for that support rep to quickly gain an understanding of what has been discussed before getting back to the user.

Forum|Forum|1 year ago

Sebastian Mader-ErhartNew Participant

Add Dutch to TranslationSubmitted

Although FIN supports Dutch as a language, you are not able translate a text in a conversation into dutch using the AI tool. It seems more like it has been forgotten, so please add Dutch here. Thanks!

Forum|Forum|1 year ago

Jennifer BedardActive User

Workflow condition based on last CSAT completedSubmitted

It would be helpful to have a workflow condition based on when a CSAT was last completed that we can use to limit how frequently a customer is being asked to fill out a CSAT. The nature of our company/platform often leads to multiple conversations & inquiries from the same customer per day/week and we ideally want to avoid bombarding them with CSAT requests.Ideally something like this condition that is available for surveys so we can ensure customers aren't getting a CSAT form more than once per day/week, etc.:

Forum|Forum|1 year ago

Jana ScheubleNew Participant

Feature request, include admin language preference in /me response bodySubmitted

It appears that there is no API endpoint that provides information about the admin’s profile language.It would be great if the /me endpoint included the admin’s language preference in the response body.

Forum|Forum|1 year ago

CalidadNew Participant

Customer satisfactionSubmitted

Hello! Good afternoon, although there is this report that indicates how many ratings there are for each smiley, I would be interested in also adding the number of ratings that left comments, whether positive or negative, and that these can be exported. I add them as the report shows. Thank you very much! Regards

Forum|Forum|1 year ago

Daniel RönnbergActive User

Preserve original terminology in multilingual FinSubmitted

We’re a platform for collecting and reporting ESG data. While the platform interface is only available in English, we have a global user base. To make support as accessible as possible, I activated multilingual Fin in the most common languages spoken by our users. However, our help center materials are still only available in English due to resource constraints.Since the platform interface is in English, it’s crucial that users are guided using the original terms for sections, buttons, and actions. For instance, if our article on inviting colleagues says, “Go to the Configurations page and click Add colleagues,” it’s important that Fin doesn’t translate those terms. Currently, if a Swedish user interacts with Fin, they might be instructed to navigate to “Inställningar” and click “Bjud in kollegor,” which could cause confusion. It would be incredibly helpful if we could flag specific words or phrases as non-translatable within Fin (e.g., when writing help articles).

Forum|Forum|1 year ago

Daniel RönnbergActive User

Customize multilingual Fin handover messageSubmitted

We have implemented multilingual Fin to support our users in 13 different languages. We’ve customized the welcome message for each language, but cannot customize the message sent when Fin closes the conversation or hands over to a support rep. For customizing the handover process to a human support rep, there are two main advantages:Managing language expectations:We’ve enabled multilingual Fin for 13 commonly spoken languages among our users. However, our support team doesn’t cover all these languages fluently. For instance:We've added Hindi support but don’t have Hindi-speaking reps. It would be beneficial to inform users during handover that our responses will be in English. For German, while we don’t have dedicated support reps, our German-speaking Customer Success Managers can assist depending on availability. In such cases, the handover message could inform users that they’ll hear back in either English or German.Setting expectations during holidays or other high-demand periods:With the holiday season approaching, response times may be longer due to limited staffing. The ability to customize the handover message would allow us to set clear expectations, such as specifying expected delays or providing alternative resources for immediate help.

Forum|Forum|1 year ago

ChelseaNew Participant

Make macro search results more discerningSubmitted

Currently when searching for a macro, the results will include macro titles that include letters in your search terms even when the title doesn’t include any words in your search terms. This means that irrelevant search results are included so it takes longer to locate the desired macro.Please make macro search results more discerning and remove results that only include individual letters in search terms.

Forum|Forum|1 year ago

Melissa FoxNew Participant

Ability to lockdown specific ViewsSubmitted

The request is to have the ability to lock specific ‘Views’ which can only be edited by people with the required access to edit. We’re requesting this enhancement to ensure someone does not remove any details from one of our largest Views.

Forum|Forum|1 year ago

Alex D.New Participant

Allow html (or other code) editing for articlesSubmitted

It would be really helpful to create and edit articles in html in the Intercom UI. I know it’s possible to use the API to create articles with HTML, but I want to be able to switch back and forth between code and a WYSIWYG editor. I find the article editor frustrating generally. Little things like bullet/numbered lists continuing no matter how many line breaks you add is frustrating. In any other text editor you use, if you hit enter twice, it’ll stop the list formatting automatically, but in not in Intercom, which is annoying. In the absence of a smoother editor for articles, being able to switch to code to sort out formatting issue would be 👌🏻

Forum|Forum|1 year ago

Assistenza payrollNew Participant

Use reusable workflows in Backoffice tickets eventsSubmitted

At the moment, I cannot use reusable workflows within worflows that get triggered at the creation of a backoffice ticket. I want that.

Forum|Forum|1 year ago

ImmortalNew Participant

Ability to change addressee of the client's reviewSubmitted

Often, a chat may involve multiple agents, and when a client leaves a review, they might give positive or negative feedback intended for a specific agent. However, the review can end up being assigned to the wrong agent. It would be helpful if we could reassign the review or allow the client to select the agent they wish to review.

Forum|Forum|1 year ago

Tom HiggsNew Participant

"See Conversations" buttonSubmitted

The see conversations button was so helpful for quickly reviewing and actioning conversations, with this button we could tag messages or reply to conversations without having to leave the report, the chat drill in feature is good for bulk editing but not single chat review.

Forum|Forum|1 year ago

NikosNew Participant

Get notified when you are sent automatically to idle (away & re-assigning)Submitted

There are a lot of times I am at a different tab when I don’t have a chat in Intercom, and if I happen to not get a chat for a while I am set automatically to away & re-assigning (idle) without me knowing, so a feature to get notified about this the same way when a chat is assigned to you would be really useful!

Forum|Forum|1 year ago

Darjus SaksonConnector

SLA Calculation ImprovementSubmitted

How now SLA works if you applying SLA not one time:As example priority of a ticket raisedOr the Ticket was reevaluatedIf a new SLA is applied later in a conversation and it is different from any previous SLA, the timer will start from the most recent user message, not from the beginning of the Conversation. For instance, if a user message at 20:30 triggers a new SLA, the timer for this SLA will start from that message at 20:30. It's important to note that if the same SLA is reapplied, the timer does not restart but continues from where it left off, adding the elapsed time from the previous SLA to the current one 😄For me correct way would be to always count SLA from time when customer has contacted at least in Tickets

Forum|Forum|1 year ago

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