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    3155 Ideas

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    James MillerConnector

    Allow users to set SEO dataSubmitted

    Hi, There is very limited control over what SEO settings a user can access, in the article linked below it says Meta Descriptions are generated automatically, which I’m afraid is not working well. The meta description on my KB is set to our company name, this isn’t great, we should have the ability to manage our own SEO, this is a standard feature I’d expect to be supported. <meta name="description" content="Company name" data-next-head=""/>  I suggest Intercom provide better functionality for users maintaining their own SEO.

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    Forum|Forum|1 month ago
    Henrik R
    Henrik RActive User

    Display Contact Roles and Job Titles in Company Contact ListSubmitted

    ProblemWhen viewing a company in Intercom, it can be difficult to identify the right person to contact if the company has many associated contacts. While custom fields and free-text fields can be used, they are not easy to scan or maintain consistently.Suggested ImprovementEnhance the Company → Contacts view by allowing additional contact attributes to be displayed as columns, for example:Job TitleDepartmentPhone numberCustom fields selected by the workspaceIn particular, displaying Job Title would make it much easier to quickly identify the appropriate contact.Additional Feature Suggestion: Configurable Contact RolesInstead of relying on free-text fields, introduce a configurable Contact Role field where administrators can define a list of roles specific to their organization.Example roles:Primary ContactCEOIT ManagerFinanceMarketingEditorTechnical ContactAdministrators should be able to customize this list to match their own business needs.BenefitsQuickly identify the correct contact within larger organizations.Improve consistency by replacing free-text role descriptions with predefined values.Reduce time spent opening multiple contact profiles.Make the Company view a more effective CRM overview for customer-facing teams.This would significantly improve usability for support, customer success, and sales teams that regularly work with companies containing multiple contacts.

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    Henrik R
    Forum|Forum|1 month ago
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    supertonic64New Participant

    AI Inbox translations should not be a global toggleSubmitted

    I want to use the multilingual feature in intercom, but I want to prevent this feature from being used for certain team inboxes, tags, etc. The use case being that we have a privacy/GDPR queue, and we don't want those requests to be processed via AI.

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    Forum|Forum|1 month ago
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    YeedleNew Participant

    Official Intercom CLI (intercom)Submitted

    Provide an officially supported command-line tool for developers and DevOps teams to interact with the Intercom API.Example commands:intercom contacts search intercom conversations list intercom conversations reply intercom tickets create intercom articles publish intercom export conversations Authentication via OAuth or Personal Access Token. JSON output, filtering, pagination, and shell completion. Designed for automation, CI/CD, scripting, and AI coding agents. 

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    Forum|Forum|1 month ago
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    Bruna NunesNew Participant

    Smart Resend for Outbound CampaignsSubmitted

    The ProblemTo resend emails to non-openers in Intercom today, we need to manually create multiple campaigns with complex filtering rules. This takes 20-30 minutes of setup and is error-prone.The SolutionAdd a simple "Smart Resend" toggle in outbound campaigns that automatically sends the same email 24h later to recipients who didn't open the first one. No configuration needed.Why This MattersIndustry standard feature  Increases open rates by 15-30% Saves 20 minutes of manual setup per campaign Better engagement for CS, sales, and growth teamsWho BenefitsCS teams ensuring onboarding emails are seen, sales teams recovering prospects, growth teams improving engagement metrics.Simple toggle. Big impact. 🚀

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    Forum|Forum|1 month ago
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    torch0395New Participant

    Localized Help Center article support in Intercom’s MCP serverSubmitted

    We use Intercom’s official remote MCP server (https://mcp.intercom.com/mcp) to maintain Help Center content through an AI assistant.The current article tools can list, retrieve, create, and update an article’s default English content, but they do not expose the localized versions attached to that article. For example, our articles have separate es and es-US versions, which we still have to maintain manually.It would be helpful if the MCP article tools could: List the locales available for an article. Retrieve an article in a specified locale. Create or update the title, description, and body for a specified locale. Preserve the default English article when updating a translation. Clearly indicate when a requested translation does not exist. Our use case is maintaining a bilingual knowledge base that powers Intercom’s AI support assistant. We can currently keep the English sources updated through MCP, but the Spanish versions quickly become outdated because they require separate manual edits.Intercom already supports localized Help Center content, so exposing that content through the official MCP server would make multilingual knowledge-base maintenance much more reliable and scalable.

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    Forum|Forum|1 month ago
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    Jonatan Marinho ElstnerNew Participant

    Bring AI Writing Assistance to Macros and ArticlesSubmitted

    Intercom already offers excellent AI writing tools in the Inbox composer, such as Fix grammar and spelling, making it much easier to create professional and polished replies.It would be extremely valuable to have these same AI capabilities available when creating and editing Macros and Articles.Suggested AI actions could include:Fix grammar and spelling Improve writing clarity Rewrite text with a different tone (friendly, professional, concise, etc.) Simplify or expand content Improve readability while preserving the original meaningToday, the only workaround is to write the content in the Inbox composer, apply the AI improvements, and then copy it back into the Macro or Article editor. This interrupts the workflow and makes maintaining knowledge base content and reusable responses less efficient.Since Macros and Articles are often the source of customer communication, having the same AI writing assistant available there would:Save time for support teams. Improve the consistency and quality of documentation. Reduce grammar and spelling mistakes. Encourage teams to keep their knowledge base and macros up to date. Provide a consistent AI experience across the entire Intercom platform.This feels like a natural extension of the AI features that already exist and would significantly improve the content creation experience.

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    Forum|Forum|1 month ago
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    Product ManagementNew Participant

    Condition based content blocks within an Article to support Multiple Help Centres & Targeted audiencesSubmitted

    Problem Statement:As an enterprise organisation that supports multiple white label solutions, we have a large collection of articles in our legacy help centre that supports our direct and white label customers.  We are in the process of migrating this content over to Intercom and leveraging the Multi Help Center feature. However, we have found that we may have to have 10 or more articles on the same subject matter but may vary slightly due to various reasons so as to not only support our direct customers but our white label ones too. This potentially is a content management nightmare. 😫 Driving Motivation:Is to not have 10 or more duplicates of the same article that cater for a different White Label audience(s), especially in our case where we would roll out a new feature to our direct customers first and then onto our white labels at a later stage or not at all, this can vary.  Ongoing maintenance of said content would be time consuming and resource intensive. Idea/Feature Request:We think, it would be highly beneficial to have conditional content blocks as a new component within an article which when placed on the page could have a targeted audience by setting an audience rule.Once a conditional content block is placed on the page in edit mode we can then place any of the other article component within that conditional content block like Insert an Image, Embed a video, insert a div or call out etc.We then set the targeted audience on that block using the same audience filter rules as you would use when setting up any pro active outbound campaign. (i.e. be able to set the audience based on user or company attributes etc). Additionally, the article would still respect the targeted audience as set via article settings (Visitors, Leads, Users), then at the content level with the conditional block in-line and one ore more article components set in it (i.e. a picture or paragraph of text), we can then set and specify a target audience with audience rules filters / segment creation.Multiple audience rules can be set per conditional content block using AND/OR conditions along with all the operators (is, is not, contains, greater or less than etc) that are used with user or company attributes.Design:Proposed element that allows for conditional content blocks within an articleThanksRuairí

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    Forum|Forum|1 month ago
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    Melanie ChezeauNew Participant

    Reusable workflowSubmitted

    I would like to see an improvement to the product. Currently, when I want to trigger a quick action via the lightning bolt icon and select "trigger a reusable workflow," the scrollable list is very short; I have to start typing the first word of the action I am looking for.Would it be possible to extend the list of suggestions—which is currently limited to 10 items—or to choose which 10 actions appear in the list?

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    Forum|Forum|1 month ago
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    Madeleine AcevedoNew Participant

    Pagination for search resultsSubmitted

    There are currently only 10 search results when a keyword is entered in a help center. This is very limiting and not very good practice. I’m not sure how Intercom determines what is most relevant since it’s either title, body, or description that’s considered, and the keyword could appear in more than 10 results. Pagination and better search functionality should be available. Also, giving customers the ability to customize code on the backend. And also giving us a test environment where we can make changes to the help center before pushing it live.  

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    Forum|Forum|1 month ago
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    Mesrop MinasyanNew Participant

    Request for Armenian Language Support in Intercom Help CenterSubmitted

    Hello Intercom Team,I am writing to request the addition of Armenian as a supported language in the Intercom Help Center. As the founder and CEO of Name.am, Armenia's leading domain and hosting provider, we serve over 20,000 Armenian-speaking users and use Intercom's Advanced package with an annual contract.Our audience is primarily from Armenia, and the absence of Armenian language support in the Help Center has been a significant barrier. Many Armenian startups, including ours, actively use Intercom, and providing support articles in Armenian would greatly enhance our customer experience.I understand that Intercom already supports a wide range of languages, some of which might not be as actively used. Adding Armenian would not require too much effort from the Intercom team, and I am ready to assist by translating the necessary language files into Armenian.For more information about the Armenian language, you can refer to this [Wikipedia article](https://en.wikipedia.org/wiki/Armenian_language).Thank you for considering this request. We believe that adding Armenian language support will benefit many users and startups in Armenia who rely on Intercom for their customer support needs.Best regards,Mesrop Minasyan  Founder & CEO, Name.am 

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    Forum|Forum|1 month ago
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    Adriana SchneiderNew Participant

    Outbound messages - reportingSubmitted

    Hi there,I'd like to place an idea here. Hopefully others can relate.For companies using Intercom for in-product messaging (such as banners, posts, surveys etc) it would be extremely useful to have a reporting method.I'd love to be able to create reports and dashboards based on the tags applied to the inbound messages (like comms purpose, project names etc) and comms type.The tremendous impact this feature will make, will be reflected in clients probably choosing to use Intercom for such purpose, as it's already very user friendly.Thank you!

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    Forum|Forum|1 month ago
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    James MillerConnector

    Allow a custom URL to be used on the logoSubmitted

    Hi,I’m requesting a feature to allow a custom URL to be used on the logo link in the header. It seems it’s not possible to customize this URL and it’s set to what the helpcentre URL is, this is fine for most cases, however the ability to have this basic functionality would be great so we can link back to our homepage using our logo, rather than add a text link. Thanks.

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    Forum|Forum|1 month ago
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    Marco BernardNew Participant

    Let Fin answer directly from the Help Center search barSubmitted

    In the standalone (hosted) Help Center, the search bar currently only returns a list of matching articles. Fin lives separately in the Messenger widget in the bottom corner. The problem is that the search bar is the most prominent element on the page — it's the first thing a user reaches for when they have a question — but it hands them a link list instead of an answer. Fin, the thing actually built to answer questions, sits in a spot that's easy to miss.The request: when a user searches, Fin should respond conversationally inline — an AI answer grounded in the Help Center content, with linked sources — either replacing or sitting above the raw article results. In other words, make the search bar itself the entry point to Fin, since that's where user intent already lands.Why this matters:It meets users where they already are. Search is the first interaction; routing that intent straight to Fin is the shortest path to an answer. Higher self-serve resolution before a conversation is ever opened, which is exactly what the Fin content investment is meant to pay off. The corner widget has low discoverability on a full-page Help Center. The search bar is the natural focal point and gets far more attention.Ideally this would be a toggle at the Help Center level (Fin-powered search on/off), so teams can opt in without losing the classic article-search fallback.

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    Forum|Forum|1 month ago
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    Yonnie KweonNew Participant

    Is there some way to make sure changes in reports are auto saved?Submitted

    It’s happened too many times where we’ve lost hours because the tab was reloaded or closed without having saved first.Would be so nice if everything was auto saved but not “published” until we hit the button.

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    Forum|Forum|1 month ago
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    Intercom Team
    Ebenezer.LaleyeIntercom Team

    Auto-close replies for one specific outbound WhatsApp message and all Workflows to branch on a specific outbound message IDSubmitted

    Customer send a number of outbound notification messages where no agent response is expected. However, many of these conversations remain open because customers reply with simple messages like "Thanks" or 👍.

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    Intercom Team
    Forum|Forum|1 month ago
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    Jenna KNew Participant

    Native Reason for OutreachSubmitted

    Fin needs a structured requirement for reps to record why a trader reached out and how the conversation ended. Right now we get free text notes and optional tags. That creates inconsistent data, unreliable reporting, and no stable labels for QA or automation.Other platforms already treat this as a standard part of support operations. Zendesk and Salesforce both require a reason and a resolution before a ticket can be closed. Those fields feed directly into reporting and give teams consistent data they can actually use. Fin should offer the same capability.What we need is straightforward. A native reason field that captures why the trader contacted us. A native resolution field that captures how the issue was handled. Both should be required before a conversation can be closed. Both should use admin defined options so the taxonomy stays consistent. Both should roll into reporting without custom work.This gives managers clean volume and resolution data. It gives reps a predictable close process. And it gives Windy and Fin the labeled examples needed to classify conversations automatically, improve routing, and strengthen QA.This is the missing piece that unlocks consistent operational data and better automation.

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    Forum|Forum|1 month ago
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    LouiseKleinNew Participant

    "Las activity" view but with Last Message insteadSubmitted

    We should add a timestamp view that reflects the last message sent or received in the conversation, independent of any automated system activity.Right now, when the inbox is set to “last activity”, the timestamp includes all automated actions performed by the bot. This makes it look like the conversation was active more recently than it actually was. For example, a ticket may show activity from 4 days ago because of bot automation, even though the last real message was 7 days ago. This creates confusion when trying to understand how long it’s been since the user or agent actually communicated.We would like to add a new display option in the inbox (or adapt “last activity”) so we can view the timestamp of the most recent human message (sent or received), ignoring automated events. This would help the team quickly understand true message recency and prioritize conversations more accurately. 

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    Forum|Forum|1 month ago
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    Chris CammarataNew Participant

    Allow grouping of simulations for regression testing proceduresSubmitted

    We've started using simulations more as a way to regression test our procedures. Every time we make edits (adding guidance, removing edge-case handling, tightening up logic, etc.), we go back and re-run the simulations that are relevant to that procedure to make sure nothing broke in the process.The problem is there's currently no way to organize or categorize simulations by what they're actually testing. As we build out more and more of them, it's getting really hard to know at a glance what's already covered for a given procedure, which ones we should be re-running after a specific edit, or whether a simulation even exists for the scenario we're trying to test. Right now we're stuck scrolling through one long undifferentiated list, and more than once we've ended up recreating a simulation that already existed simply because we couldn't find it.The ask: let us group simulations into folders within the sidebar where the current suite of simulations lives (the Simulations tab in the procedure's testing panel). Ideally these folders would be tied to a specific procedure or issue. This would let us:See at a glance what's covered/tested for a given procedure without having to hunt through the full list Quickly pull up and re-run the right batch of simulations whenever we edit that procedure, or just run the full suite for that group in one go Stop recreating duplicate simulations because we couldn't locate the one we already hadA couple of things that would make this even more useful:Auto-suggested folder placement based on which procedure a simulation was created under, since that context already exists at creation time, rather than having to manually file every simulation ourselves Last-run status and timestamp visible at the folder level, so we can tell at a glance which simulations are already verified against the latest edit vs. stale, without opening each one individuallyThis would also help us stay within our daily usage limits. Right now, not being able to find and reuse existing simulations means we end up spinning up new ones more often than we need to, which burns through our daily allotment faster than it should. Being able to see status at a glance would cut down on that further, since we wouldn't need to re-run something just to check if it's already been verified.We've been finding simulations more and more valuable for this kind of ongoing regression testing as our procedures get more complex, so anything that makes them easier to manage and reuse would go a long way. Bulk actions (archiving or deleting superseded simulations) would also be a nice addition down the line, since one-off tests tend to pile up as procedures evolve.

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    Forum|Forum|1 month ago
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    Maarten MunsterNew Participant

    Send later option for macrosSubmitted

    As a user I would like to use a macro (to save time writing the same reply) but send it later so the customer doesn’t see / get used to that im working outside office hours

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    Forum|Forum|1 month ago
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    Yonnie KweonNew Participant

    Customise quick links by teamSubmitted

    Hi! our teams often require completely different links so it would be great to be able to add quick links by team, or if this can’t work because a teammate can be in multiple teams, by role would also work

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    Forum|Forum|1 month ago
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    XavierNew Participant

    Filter outbound by state: split Live and Sent statesSubmitted

    In order to be able to manage my outbound messages better, it would be extremely helpful if there was a way to correctly filter by State.Currently, if I filter by State "Live", this encompasses both the outbound messages with state "Live" and those with state "Sent". However, the Sent ones are historical and I cannot change anything about them anymore. I have more than 870 messages like that in our account (historical errors).However, I only care about the ones that are being sent to customers right now. This is not possible with the current filters. Distinguishing between the "Live" and "Sent" states would fix this. 

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    Forum|Forum|1 month ago
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    AchiniNew Participant

    Feature Request : Support for Multiple Webhooks per WorkspaceSubmitted

    Currently, a single Intercom app can only be configured with one webhook endpoint. This becomes a significant limitation for organizations that operate across multiple environments and regions.In our case, we run live instances in both the US and EU regions, plus separate Staging and UAT environments — four environments in total, each needing its own webhook endpoint to receive and process Intercom conversation events (we feed conversation attributes back into our systems via webhook data).Since only one webhook can be plugged into an app, the current workaround is to create four separate Intercom apps, one per environment/region. This is difficult to maintain: any configuration change has to be manually repeated across all four apps, which is time-consuming and error-prone, and increases the risk of inconsistent setups between environments.This is a common pattern for SaaS products that maintain multiple environments (e.g., UAT, Production) across multiple regions (e.g., US, EU). Requiring a separate app per environment/region just to support multiple webhooks adds unnecessary operational overhead.Requested functionality:Support for multiple webhook endpoints within a single Intercom app, so that one app can route events to different endpoints (e.g., one per environment or region) without needing to duplicate the entire app setup.We are currently blocked by this limitation and would appreciate knowing if this capability is already planned, or if not, that it be considered given how common this multi-region/multi-environment setup is for enterprise customers

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    Forum|Forum|1 month ago
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    Julian BurkeNew Participant

    Feature Request | Distinguish "Agent Missed" from UI Delivery Failures in Phone LogsSubmitted

    Right now, if an incoming call routes to an agent but the UI popup fails to render on their screen (due to a glitch, loading error, etc.), Intercom logs the event as "Missed."While technically true that the call wasn't answered, labeling it "Missed" unfairly penalizes agent performance metrics. It makes it look like the agent ignored the call, when they literally never had the chance to click or decline it.Solution: Introduce a 3rd status—like "Undelivered" or "System Timeout"—specifically for when a call event logs but the agent UI buttons were never actually rendered or interacted with.Why it matters: This keeps agent behavior analytics accurate and helps support managers separate actual human behavior from technical/UI delivery issues.

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    Forum|Forum|1 month ago
    Nikki McLaughlin
    Nikki McLaughlinActive User

    Conversation Attribute ManagementSubmitted

     I manage Intercom across 10+ brands, and conversation attribute management is one of the most challenging administrative areas. Below are several enhancements that would significantly improve usability, governance, and reporting capabilities.1. Add Filtering CapabilitiesProvide the ability to filter attributes based on criteria such as: Custom Attribute (We use custom attribute PRODUCT across all brands) Usage status API-created vs. manually created attributes Workflow dependencies This would make it much easier to locate and manage attributes at scale.2. Add Export FunctionalityAllow administrators to export attribute metadata for documentation, audits, cleanup projects, and cross-team collaboration. 3. Add Attribute ReportingCreate a reporting experience that provides visibility into attribute usage and health.Suggested report features: List of all current attributes with filtering capabilities Usage metrics to identify underutilized or unused attributes Number of options per attribute (e.g., a dropdown field contains 34 options) Visibility settings Last updated date Workflow dependencies This would help teams identify opportunities for consolidation and cleanup. 4. Customizable ColumnsThe current "Type" column is not particularly useful for my workflow.Instead, allow administrators to Show/hide/reorder columns  This would create a more flexible management experience. 5. Improve Attribute Consolidation & Historical Data PreservationWhen consolidating attributes, administrators often need to rename and merge existing fields.When deleting an attribute, Intercom should prompt:"Would you like to migrate historical data to another attribute?" This would preserve reporting continuity and historical metrics. Currently, archiving or deleting attributes can negatively impact historical reporting and trend analysis. 6. Improve Visibility InformationThe "Visible To" field should be hoverable so administrators can quickly see all inboxes where an attribute is exposed without having to open the edit screen.This would save significant time when auditing attribute visibility across multiple teams and brands. 7. Indicate Workflow DependenciesSimilar to the Data Connectors experience, attributes should clearly indicate where they are being used.Examples: "Used by 3 workflows" "Used by 2 Fins automations" "Used by 1 outbound campaign" This would help prevent accidental changes to attributes that are actively powering automation. 

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    Forum|Forum|1 month ago

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