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🎅 How to prepare your Fin AI Agent for Christmas 🎅

20 days ago

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2 years ago

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Dianah TripacLeading the Community @ Fin

Post-event question about workflowsArchived

“How about copying components in workflows? Meaning one section needs to be made again with a couple of tweaks?”

1 year ago

talfNew Participant

Customize Tour Window sizeArchived

Hi,We use a 1 step tour to create a what’s new announcement.We would like to customize the size of the window and have more flexibility with it’s design.

1 year ago

Krikor AilanjianNew Participant

Multiple Identity Verification keys to make it easier to rotate keys.Archived

We would like to rotate our Identity Verification key once a year. However, currently that means we’ll have to fully turn off identity verification during the rotation process. That’s not too easy at our company since it takes a couple days for changes to go out, so we’ll need to turn off identity verification while this is happening. If we could have 2 Identity Verification keys, we could make a new one, rotate to use the new one, and then once the key is being used everywhere, we could delete the old one (like we can for most other security keys) As it is we either have to not rotate, or do this thing where we turn off Identity Verification until we can make the change neither of which feel like great options to me.

1 year ago

Pierre GActive User

Multi-brand for TicketsReleased

Currently multi-brand is not supported in Ticket creation. There’s no way to specify which brand to use when creating a Ticket in Intercom. This causes an issue where tickets may be shown to the incorrect audience. In our case, UpCart tickets display in AfterSell’s Intercom widget which causes confusion for both the customer and our support team. This is a large pain point and I’d like to include multi-brand in ticket creation. The video below goes in-depth into this:

1 year ago

Suresh ANew Participant

Ability for Fin AI to read imagesReleased

When an image is sent by an user, fin AI currently could not read it and help them. Can we add this functionality. Alternatively, if we try to move the conversation to an agent if an image is sent using the workflow condition, it can be conditionally routed for “attachments” but not “images”. Can we try to implement these which will help in better performance.

1 year ago

Megan CarterNew Participant

Add Slovakia as a supported languageSubmitted

At the moment we’re unable to support customers in Slovakia on phones and also within the help centre.

1 year ago

Jessica QuinnNew Participant

The ability to change the Workflow trigger at the beginning of a workflowSubmitted

It would be great to be able to change the path from the trigger block at the beginning of a workflow to a different block other than Block A so that if you want to change the actions at the beginning of the workflow, you will not need to manually move them all to block A and instead you can simply change the path from the trigger block to a different block instead that you may have already created. For example: If you have branches checking criteria in block A and later make the decision to move the criteria to the trigger instead, you will then have to move whatever was next after block A manually to block A, you currently cannot add the criteria to the trigger audience + delete block A + create a path directly from the trigger to block B

1 year ago

Corrine Altass HyeNew Participant

Change initial triggerSubmitted

Currently, once a workflow is created and a trigger is set, it cannot be modified without creating a new workflow. Additionally, there's no option to duplicate a workflow and edit the trigger, making it highly inconvenient when adjustments or multiple iterations are needed.

1 year ago

Adelaide AyresNew Participant

Assign Users to Brands w/ Default Signatures and Help CenterSubmitted

When managing multiple brands in one Intercom instance, it would be helpful to assign users within Intercom (internal employees) to specific brands. That way, when they send emails, it would use the default email signature associated with that brand, and when they send articles to customers through Intercom chat, the default help center that shows up would be associated the Help Center for that brand, rather than the default for the organization.

1 year ago

Alex RublevNew Participant

Required Feature: Option to Disable Spam FilterSubmitted

Don't pass by—give an Upvote if you want to ensure your clients' emails don't get lost in the spam folder!The built-in spam filter often flags legitimate emails as spam, making them easy to miss. This is unacceptable, especially since there's no option to disable it! Please add this feature as a matter of urgency.

1 year ago

Julia FinomNew Participant

More/Different custom Snooze optionSubmitted

Hey! Customised snooze times are great option - agents save a lot of time with it!This is why we’d like to be able to edit the default snooze duration as the current ones such as ‘snooze for a week’ or ‘one month’ are not really much of us for us. It’d be great to have possibility to adjust them. Usually the time frames we share with our customers are around getting back with an update within next 24-48, sometimes more hours. The snooze time depends on the complexity of the case.Thanks!

1 year ago

ChelseaNew Participant

Allow macro body content export to a CSV and export of all macrosSubmitted

It would be a huge help for training and content review if we could export all macros including body content to a CSV. Even better if their associated tags and actions were exported to columns so it’s easy to see what each macro does.Right now if managers want to collaborate on macro content improvement, macros have to be manually copied and pasted into a doc. We have over 600 macros and I’m sure other organizations have many more. Zendesk makes macro content export pretty straightforward. Please help save us time and add this capability!

1 year ago

Andre PeeblesNew Participant

Proactive File Upload RequestSubmitted

A outbound proactive support feature that would allow you to target users based on events/attributes and request files(s) to be uploaded. Posts already allow document upload on Web, but it would be beneficial if it worked on both App & Web and was focused more on document intake. These files could then be stored in a customer ticket if provided. Use cases: Missing verification document, Additional documentation/proof required, etc.

1 year ago

Ellen S11Active User

True Custom ReportingSubmitted

I would like the ability to build a custom report from all areas inside Intercom. Currently, I can only build a custom report around Conversations and Tickets. As the CMO, I need custom reporting around Outbound. The specific pain point I’m feeling right now is trying to find patterns in our NPS promoters/passives/detractors. I want to see if I can find patterns in each of those buckets. My only option inside Intercom is to go to the Contacts section, choose an NPS score range, and then manually add an additional filter (such as First Seen), record the results number, remove the filter and try a new one. It’s tedious and manual. I can download the results as a CSV and then try to manipulate the data, but we have a lot of custom attributes and it’s still a very manual process. This is a report I would like to look at monthly, so having to go through so many steps when all of the data is right there in Intercom is frustrating.

1 year ago

Ben FletcherNew Participant

Allow per-user authentication for custom actionsSubmitted

Our core business is subscription-based and therefore have a lot of information in relation to users and their subscriptions / deliveries. We would love to have Fin be able to take actions on a user’s behalf such as “move my next delivery back by a week”, “update the contents of my next order / subscription” etc.As it currently stands, to do these actions we would need to provide application-level access for Fin to execute on these actions and that is a security risk - it would have access to our whole API (GraphQL based) and be able to make changes arbitrarily with little effort. If this access was compromised an attacker would effectively have admin access with a single token to our company data.To rectify this, we would love to have per-user authentication for custom actions using something such as JWT that can sign and encrypt each individual request for an individual user.Having the ability for a user to handle simple changes or queries inside of Intercom messenger and with the help of Fin would be a huge benefit for us and allow our customer support teams to focus on more complex queries and handling the vital cases for customers.

1 year ago

HeadquartersNew Participant

Search (filter) Contacts by Company nameSubmitted

It would be great to be able to search for contacts by company name when adding a ticket or conversation to the inbox.

1 year ago

Alina KarimovaNew Participant

Auto-Expiration for ChecklistsSubmitted

Introduce a feature that allows checklists to be automatically deleted after a configurable period. Users should be able to define the retention period before a checklist is automatically removed.

1 year ago

Gaby RicoNew Participant

Ability to select Internal Notes, Public Replies, or both when selecting Participant Is Teammate in Conversation TopicsSubmitted

Our team does a lot of internal comms in internal notes, so lots of discussion and questions are asked in conversations. We want topics to “read” what we are saying (sometimes our language about a topic is more consistent than the customer’s) but currently topics will ‘read’ internal notes, which decreases accuracy because that could include new hire questions, theories, and otherwise irrelevant info to what the conversation is ultimately about. As a “fix” we have had to change topics to only read customer messages, but this ultimately decreases the amount of conversations being automatically assigned a topic.

1 year ago

Mark UsmanNew Participant

Ability to edit internal messagesSubmitted

Hey guys - I love everything about Intercom however one thing that I really miss is the ability to edit internal message to get rid of any typos just slip through. I understand it won’t edit the email that’s been sent to the tagged user but it would still be helpful if we could edit the message locally. Such messages can be labelled as “edited 2 mins later” or something like that so that the receiver doesn’t wonder about the discrepancy in the email and the actual message in the intercom app. Hope that makes sense.

1 year ago

KlausNew Participant

More then 1 customer conversation per ticketSubmitted

As of now, when chating with a client and creating a back-office ticket for his issue (or whatever) you cannot create another customer conversation to follow up with the client via email when its resolved. There are only ‘side conversations’ left available, which is for external partners and work differently.

1 year ago

Angel HorowitzActive User

Phones - Automate Team Assignments (Outbound Calls)Submitted

Goal:Remove the need to assign the team on every outbound call. Solutions:Ability to either assign this at a Brand / Team level Ability to build a workflow for thisImpact:Reduces the risk of user error in forgetting to set a team Cuts out a step for the agents

1 year ago

Erin from HallowNew Participant

Add web vs. mobile article formatting optionSubmitted

We would LOVE to be able to toggle between instructions for web vs. mobile when outlining steps in our articles. Something like this from slack: https://slack.com/help/articles/27452748828179-Use-lists-in-Slack#desktop-2 Our product works on both mobile and web but sometimes the steps are different. A formatting feature like this would be amazing.

1 year ago

ViniciosNew Participant

Allow Internal Notes in Workflows for Bot Editors OnlySubmitted

Hey everyone, I’d love to suggest a feature for Intercom Workflows: the ability to add internal notes (comments) that are only visible to bot editors, without being included in the actual conversation with users. Right now, our team has resorted to a workaround—creating a custom attribute called INTERNAL NOTES where we manually store additional information. However, this isn’t an ideal solution, as it’s not designed for quick reference or team collaboration within the Workflow editor. A dedicated internal notes section within each Workflow would help bot editors:✅ Add context or explanations for specific Workflow steps✅ Keep track of decision logic without affecting the customer experience✅ Improve collaboration among team members working on bot automations This would be a simple but powerful improvement for teams managing complex Workflows. Thanks!

1 year ago

Daria SabinNew Participant

Closed conversations on first contact rate as a Custom ReportPlanned

I’m having a great deal of pain with this lately. We’re trying to track the percentage of conversations fully resolved by a single agent. Great news: such a report exists, called Closed conversations on first contact rate. Awesome!Bad news: it can not be added as a custom report! I need to filter it by teammate assigned for the whole team - and specifically by the teammate, not by team (due to internal procedures filtering by team is useless). The report doesn’t support filtering by Teammate: belongs to Team X, it can only be filtered by selecting each teammate one after the other.I have to do this every morning!! I go into Effectiveness, click on the filter, select Teammate and then select each teammate one after the other in the dropdown. It’s so annoying!!! My one saving grace is that there’s only 10 of them - I shudder to think what I would need to do if a had a large team…Please please please add this filter or let me add the report to my custom ones where they can be filtered!

1 year ago

Gyuri van de BiltActive User

Enhanced CSP Compliance: eliminating 'unsafe-inline' requirementsSubmitted

For security (but in our case also regulatory requirements) we need to strictly adherence to secure Content Security Policies (CSP). Currently, Intercom requires the use of unsafe-inline for styles in the style-src directive, which undermines security and fails to meet compliance standards.We propose a solution that ensures Intercom can function seamlessly without requiring unsafe-inline by introducing nonce support for inline styles or externalizing injected styles.Possible solutions:Nonce Support for Inline Styles: Allow Intercom to detect and apply CSP nonces from the host application’s CSP configuration. Use the nonce value specified in the CSP meta tag or header for all dynamically injected styles, ensuring compatibility without sacrificing security. Externalization of Injected Styles: Intercom-generated inline styles are automatically converted into external stylesheets hosted on Intercom's CDN. The external stylesheets can then be whitelisted in the CSP using specific domains (e.g., https://*.intercomcdn.com).