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20 days ago

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Tomas NosekNew Participant

Remove SLA from a conversation via Workflow and APISubmitted

Enable removing an applied SLA from a conversation via Workflow and API. Currently, it's possible to do it only manually, even though it could adhere to certain rules.For example, if an SLA is applied within the workflow but then is reassigned to someone who doesn't use an SLA, this is another manual action that must be done instead of having a Workflow attached when a conversation is reassigned.

Tim BadolatoNew Participant

Unlock Fin’s Full Potential: Standalone General Assistant Chat Mode 💬🚀Submitted

Imagine Fin not just as a support tool, but as your everyday AI teammate. Let’s bring a dedicated, standalone chat experience to Fin—no more needing to access it through Preview mode or attach it to a customer conversation. With a General Assistant mode, Fin can help with:Brainstorming ideas 💡 Answering company or product questions 🧠 Onboarding new teammates 🙌 Drafting emails and internal messages ✍️ Assisting with tasks beyond Intercom 🎯Let’s make Fin a powerful internal co-pilot, not just a customer-facing bot.👉 If you’d love to use Fin like this, give this idea an upvote so Intercom can prioritize it!

Kellen C.New Participant

Ticket-Specific Workflow for Teammate or Customer being unresponsiveSubmitted

It would be helpful to have workflow for tickets that would be initiated if there was teammate or customer (could be two separate options) has been unresponsive for a specified time frame, which would indicate that the ticket should be considered done and can be updated to the appropriate status and closed. You could also have variables such as whether the conversation has to be closed for the flow to apply. This allows the more automated handling of tickets for teams, keeping queues manageable.

FrancoisMConnector

Tag tracking: view automation path that are adding a particular tagSubmitted

In the Settings > Data > Tag, add a column with a clickable number that shows the number of path within automation (Workflows and Custom Answers) that are adding this tag. When clicking on the number, a clickable list of Workflows and Custom Answers is shown where the specific tag is being applied with an action. There should also be a line if the tag is being manually applied. Alternatively, there could be an additional filter when filtering searches by tags. The additional filter could just filter by method of application (manual, workflow, custom answer). Although this is less useful. Basically would be good to have a way to find what is applying each tag so we don’t have to rely on descriptive naming convention for the tags or accurate internal documentation.

Brett WilloughbyNew Participant

Pin Open Conversations in the MessengerSubmitted

While the Messenger is a great communication tool, the Messages section can easily become overwhelming as a frequent user with multiple open/pending conversations, Intercom product updates, marketing messages, etc.The introduction of a clear distinction between Open and Closed conversations, or a way to “Pin” open/pending conversations that I need to monitor and follow up on to the top will greatly improve user experience and ease of use.

Tyler WilkesNew Participant

Better, More Collaborative Workflow Edit ProcessSubmitted

Problem: Our workflows are getting more complex as we scale, and we have more people looking at them. Right now, if you’re editing a Live Workflow, the changes you make in edit mode are locked & siloed to your screen. And you can’t see the specific edits the last person made--you can only see who made the last save (or set live). Also, I imagine two folks could be working on the same flow at the same time and override each other’s changes? Solution: How great would it be if you could push these changes into a “Review” phase, like you can with GitHub or a coding tool? In this phase, changes would be highlighted a different color (or somehow otherwise marked), and you could see who the user is who is requesting the change. The reviewer(s) would then go in, identify the changes right away, and decide whether or not to set the workflow live.The current workaround is to create a copy of workflows, work and save in a draft state. You have to do some work as a reviewer to identify changes. It’s a cumbersome and manual process. Thanks in advance!

Ana HenryNew Participant

Improvement to table articlesSubmitted

I would like to include tables in my intercom articles. However, it appears that those tables do not display well in different devices (tablets vs laptops). Can this be improved?

Ana HenryNew Participant

able to search articles that are not in a collection but are publishedSubmitted

Enhancement: able to search articles that are not in a collection but are published (they are linked within an article)

Nikki McLaughlinActive User

Ability to easily identify which folders have subfolders in Knowledge hubSubmitted

Currently, within the knowledge hub, the websites that we upload automatically create a folder containing the URL. When searching key words through the source, Intercom says it is searching folders and subfolders, however, there is currently no way to identify which folders have sub-folders. Fin says the only way to identify which folders have subfolders is to manually search through each folder. This can become time consuming when there are hundreds of articles uploaded. I would like to recommend Intercom to create the ability to easily identify which folders have subfolders in Knowledge hub. Ideally to make it even deeper, I’d like to see contents of the subfolders too.

Enzo GarciaNew Participant

Group chats for text and whatsappSubmitted

make it so i can recieve group chats on either text or whatsapp. like customer manager, customer supervisor and intercom.

Matt CrockettNew Participant

Send replies on behalf of a teammateSubmitted

We send personalised outbound marketing messages from members of our team under their own name to our customers. Often, our customers reply to the teammate directly and share their feedback or thoughts. This is great, however the volume of responses can be overwhelming for one person to respond so in a timely way, so we’d like the rest of the team to be able to help. If an outbound campaign message/email was sent from say Bob@company.com and a customer replied to Bob, could other teammates go into Bob’s Intercom inbox and opt to reply to that customers email from “Bob” so the customer’s experience is to continue their dialogue with the person they received the message from? Today our approach is for teammates to draft replies as notes which Bob then has to copy/paste as a response to then send under their own name.

Georg Ferdinand NilsenNew Participant

Filter Macros from the reply sectionSubmitted

The Problem: (example)Our company has a lot of macros that is used in 3 different countries. many of the macros are just translated versions (duplicates with some variotions because of local country factors). so now we have macros with:4 differnt languages 3 differnet macros based on the local rules/factors (countries)navegating this long list is quite difficult. The sollution:a sollution I think many would like, is a function where you can make filters/tags on a macro.for example:make a “theme", for example Language, and then you can add you chosen languages to the macromake a “theme", for example Country, and then you can add you chosen country to the macro This could work in different scenarios as well, depending on what you call the themetheme: feedback typepositive negative so now you could filter on English (as language) and Norway (as country) and only get the macros that fits the local language and rules

SufianNew Participant

Dynamic Values in Help Center/Knowledge Base ArticlesSubmitted

What I am looking for is to be able to add a placeholder, for example, current year in an article and once the year changes it will get updated automatically.So this year it will show 2025, but next year it automatically starts showing 2026. This helps when the AI Bot sends articles or shares some details, we have the latest values. Not just the years, but there are many more values that we can change dynamically depending on the content/context.

Jan Christer DuguranNew Participant

Tags in Article API responseSubmitted

Hello,We would love to have the list of tags associated in the article to be included in the response of Articles REST API. Thank you.

melissa.noviNew Participant

Please add more rule options for workflows!Submitted

I often find workflows limiting because I need more options based on if/then rules. For example, if a customer sends a negative CSAT score, then I want to be notified via Slack. We pay for workflows, so I don’t feel you should have to go through a dev/the API every time you need something a bit more custom.

John DoeNew Participant

Add a Field to Display Snooze Until Date/Time in ConversationsSubmitted

It would be great to have a field/attribute in the conversation where we could see the date/time until which it is snoozed.

Annie VenierNew Participant

Allow Checklist for the same role to syncSubmitted

It would be incredibly useful if there was a way to set specific checklists to allow syncing across users of the same role within the same instance. For example, if there are 2 admin roles, currently they would each have an independent checklist. If there is a task on the checklist that only needs to be done once (ex. upload an logo into the UI) then allowing to have those checklists sync would ensure that duplication of efforts is not being done.

Smartr365New Participant

Views that are consistent for the full teamSubmitted

It would be useful to have a standardised view setting that can be applied across all team members. We frequently utilise shared views as part of our daily workflow, and having a consistent view would enhance our productivity.Additionally, it would be beneficial to have a view filter that automatically adjusts to the 'current' user. This means when User A accesses the view, they would see their tickets, and the same would apply for other team members. This personalised filter would greatly optimise our ticket management system.

gilbertocNew Participant

Make Intercom Widget compatible with BFCacheSubmitted

Hello everyone, my name is Gilberto Cocchi from Google Chrome.I wanted to highlight an opportunity to improve the User Experience of all sites using Intercom Widget.Because of the way the Intercom Widget uses the WebSocket API the Chrome Browser is forced to entirely reload the page every time the widget loads. That’s because the WebSocket is used in way that prevents to make the Page BFCache eligible. If the Intercom Widget would implement the following best practices all sites using this widget may benefit of the additional page load speed benefits (presuming it was the only BFCache blocking reason). In order to make the WebSocket implementation compatble the following two things should happen:The WebSocket connection should be opened within the pageshow event handler. The WebSocket connection should be closed by using the pagehide event handler.Can anyone help me escalate this suggestion to the Intercom Widget Engineering team? More info about BFCache here: https://web.dev/articles/bfcache RegardsGilberto

Igor SerebryanyNew Participant

how to link customer and back office / tracker tickets via API?Submitted

i see that tickets include a `linked_objects` property, but i cannot tell how to modify this property via the API. using the API, i can create two tickets -- a back office ticket, and a customer ticket -- using the `create a ticket` endpoint. but how do i then link them together, so the customer ticket appears in the back-office ticket’s `linked_objects`?

Josh DowdyConnector

Multiple tabs open and you close a conversionSubmitted

I have had Internal and External users mention that when they have our portal open (where fin lives) and they close a chat and they go through the survey it does not do that process in all other tabs. So they have to go through each tab and close down FIN. Super annoying and leads to dissat from Partners.

GrazielaInnovator ✨

Extend rating period beyond 96 hoursSubmitted

In workflows, there's an option to "Prevent customers from rating after a given period of time." However, the maximum allowed is 96 hours. It would be great to have a longer timeframe—I'd like to allow ratings for up to 30 days, for example.

Amy OuelletteNew Participant

Add "Email Subject" as an attribute that can be used in a MacroSubmitted

We use macros to pre-set common outbound email messages. To be consistent, it would be great if we could (1) add a subject line to be applied to a new conversation and (2) if that subject line could have a merge field.

Cassie AlterNew Participant

Collapse messages to be easier to readSubmitted

Some email message threads can get to be extremely long. Additionally, sometimes, each message will include all previous message data at the bottom (which is supposed to be hidden, but often isn’t), so the messages themselves can be extremely long. Because of these issues, it would be great to be able to “close” or “collapse” a message to make it easier to read and review long strings of messages. Gmail, for example, will display all the previous emails as collapsed and you open them to view the whole message. This is sooooooo much easier to navigate.

Kiki FreedmanNew Participant

Bulk upload/edit macrosSubmitted

It would be helpful to be able to bulk upload macros via a csv or similar format. While onboarding, we need to transition hundreds of saved messages from our prior platform. Currently, we need to add them one by one. It would save dozens of hours if this could be added in one go. On an ongoing basis, we may make edits to many messages at once - e.g., for policy changes, stylistic updates, etc. Being able to also change these in a consolidated way would help immensely with efficiency and organization.

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