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    3167 Ideas

    M
    Macall GardnerNew Participant

    Reporting: Agent Access limits vs all or noneSubmitted

    Currently right now role permissions for REPORT settings are pretty much see them all or see none of them. Would like to be able to select what reports are visible for users. Business use case: Support Techs to have visibility to just their personal performance metrics not their peers to help with supporting more confidential performance issues someone on the team might be having that only a person in leadership role should be addressing.  

    2
    Jennifer K
    Forum|Forum|1 year ago
    Plamen Hristanov
    Plamen HristanovNew Participant

    Being able to edit workflows more efficiently by adding mid-paths or change path directionsSubmitted

    Hey everyone,We are relying massively on the workflows and overall, they are great. However, there is one limitation that is a real pain. The inability to add mid-paths or change the path directions. And what I mean by that is the following example. I know it’s a simple one but imagine how this will look if you have to edit a complex workflow.Here is the example.I have a workflow that simply asks for Conversation rating and depending on the rating, it notifies a Slack channel; I want simply to add a check where if the conversation as already rated, we should not send a CSAT rating again. The configuration should be edited by simply adding this branch that will check if Conversation rating was already requested. However, if I want to do this change, I have to add the condition here Currently, this is not possible. So I have to delete all paths, and simply start everything from scratch. This won’t be a huge work for this particular example but if I want to rebuild some of our complex workflows, this will be a huuuge pain. Idea: Being able to edit path directions and adding mid-paths without the need of deleting all the steps that follows.

    0
    Plamen Hristanov
    Forum|Forum|1 year ago
    A
    Alex RublevNew Participant

    Increase attachments maximum sizeSubmitted

    Don't scroll past! Give an upvote if you want to avoid the risk of losing attachments without even knowing it. The current 20 MB limit for incoming email attachments is absolutely ridiculous in 2024!Even worse - when email attachments exceed this limit, they are silently rejected with zero notification to either the sender or the organization. This is completely unacceptable for a paid business solution!AT MINIMUM, you should implement notifications when email attachments are rejected. Better yet, increase this laughably low limit to match modern standards.As a paying customer, I find this situation absurd. Please address this ASAP. 

    1
    Jennifer K
    Forum|Forum|1 year ago
    M
    Moneybird PartnersNew Participant

    AI generated conversation titlesSubmitted

    The large list of conversations is very difficult to scan because I can only read the (company) name of the person and the last message (which is often not descriptive enough). I would be useful if a conversation would be automatically titled by AI. Similarly to how ChatGPT chats are titled.

    1
    Jennifer K
    Forum|Forum|1 year ago
    E
    ericMBActive User

    Search non-text characters, pleaseSubmitted

    Currently, search for standalone non-text characters like hyphens and underscores fail.They return “no results found”. But it would be very helpful if they were found, when they exist.MOTIVATIONIt would be nice to know everything I need to know when writing a UI article.It really would!But there are often questions. I need to make note of them somehow, and make sure to get answers before the article goes out the door. The best way to do that, in my experience, has been to mark those areas with underscores. (Dashes would work, too, if they weren’t used in so many compound words.)I’ll often use sequences like this:“__TBD: The interface lets you do this...__”“Learn more in __Link:That article__”At times, I might also use underscores without a prefix, in a fill in the blanks manner:“Click __button__ to do something”“__VIs that how it works?__”In short, there are many times that I need to mark “information to be provided later” in such a way that:a. It stands out from the text, instead of blending in (to make it easy to spot)b. It lets me capture my thoughts & phrasing while I’m there, thinking about it.c. I can FIND it again later. I’m so used to that way of doing things that my final clean-up step is to search for double-underscores.The double-underscore search typically finds all of the idioms listed above, and any others I’ve forgotten to list.Intercom is the first publication system I’ve used (of many) in which that search fails.That’s not to say that I’m wedded to the idea of using underscores. Maybe I could mark such things with a double-asterix, or double exclamations points, or anything else that Intercom can find with a Content search.The KEY is that the mark-up mechanism stands out from the text, so it’s visible on a casual inspection.Most other systems let me color text, so I will often put such things in bold, red, so they fairly leap out from the page. I’m not asking for that --it adds work in the editor, which needs to be 100% solid and reliable.But surely search can be improved.thanks for listening!eric

    1
    Jennifer K
    Forum|Forum|1 year ago
    V
    Vansha VashistaNew Participant

    Save Survey Response Date to a user attribute.Submitted

    It would be great if there was a “last survey response date” user attribute that stored the last date a user responded to a survey. We can see this data under survey responses, however, since it’s not a stored attribute, we can’t sync the data back to a CRM - in my case, back to HubSpot.We also can’t use it as a filter to build audience list or segment customers. The data is literally there, but only way to use it is to export into a sheet, then manually import to HubSpot. It’s just not scalable as is but adding this function will save us so much time and effort. 

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

    Events and attributes dashboardSubmitted

    Would be great if there was a page where I could see all of the events in real time. Also amazing if there was an attributes dashboard. We pass a lot of data to intercom and would like to be able to put that into charts and graphis. 

    1
    Jennifer K
    Forum|Forum|1 year ago
    E
    Eirine SchneiderNew Participant

    Enable Connection of Personal WeChat Accounts via APISubmitted

    Our team would benefit hugely from a feature that allows integration of personal WeChat accounts via API with Intercom. This functionality would enable seamless communication between our team and customers who primarily use WeChat for support and engagement, ensuring our ability to engage with China-based users on their preferred platforms.Key Benefits:Enhanced Customer Engagement - Majority of our users in our most saturated region favor WeChat for communication, and this integration would allow us to meet customers where they already are, improving response times and engagement quality. Centralized Communication - By connecting personal WeChat accounts, our team can manage all customer interactions directly within Intercom, helping to streamline support processes and ensure consistent customer experience across channels. Expanded Reach - Adding WeChat to Intercom would allow us to reach a broader user base, particularly in markets where WeChat is the dominant messaging platform.Current Limitations with Octopods App:While the Intercom app Octopods currently offers a WeChat integration, it only supports connections to official WeChat accounts. This setup restricts our ability to interact in group chats and limits the flexibility needed for real-time customer support and engagement, which are essential for building community, addressing multiple customer concerns, and managing high-touch engagement.Suggested Implementation Details:API Integration - Develop a secure API allowing users to link their personal WeChat accounts directly to Intercom. Message Syncing - Ensure two-way message synchronization so conversations are updated in real-time across both platforms. Security & Compliance - Include authentication and data security measures to meet both WeChat's and Intercom’s compliance standards.Potential Use Cases:Customer service teams managing high volumes of support requests from WeChat users. Sales and engagement teams interacting with leads and prospects on WeChat to build stronger customer relationships in China.Thank you for considering this feature request!

    0
    E
    Forum|Forum|1 year ago
    J
    JudeNew Participant

    Enhanced Button Layout to Prevent Accidental ClosuresSubmitted

    Problem:The current layout has the Snooze and Close buttons placed closely together, leading to accidental conversation closures when agents intend to use the Snooze feature. This causes DSATs. Proposed Solution:Separate the Close button from the Snooze and other buttons to minimize accidental clicks.

    0
    J
    Forum|Forum|1 year ago
    J
    Jihan JavierNew Participant

    Customise when "that helped" or "wait for team" appears in the FIN workflowSubmitted

    It would be great to have an option like 'Ask Another Question' to encourage users to keep engaging with FIN and explore more on their own.Right now, after FIN answers a question, users see 'That helped' or 'Wait for the team,' which either closes the conversation or puts them on hold for human support. This isn't ideal if we want to guide users toward self-serving. Adding an option that nudges them to keep asking could make a real difference."

    1
    Erin
    Forum|Forum|1 year ago
    S
    Stefan ENew Participant

    Exclude Entire Article Content from Help Center SearchSubmitted

    Hello Team,Is there a way to exclude specific articles from the search, ideally even through code if possible?Use Case: We have overview articles, like "Start Here," that link to other articles, such as "Check out Sidebar." Currently, when users search for "Sidebar" in our Help Center, the overview article appears first, which just links to the desired content. We've received a few negative comments from users about this experience.We’d greatly appreciate a solution for this. Thank you!

    1
    N
    Forum|Forum|1 year ago
    C
    Christina SNew Participant

    When A customer replies to outboundSubmitted

    In the Rules there was the option “When - A customer replies to outbound content”. This is not available in the workflows. It is only partially available where you select “Client- Has replied to post.”where you need to point out every post, by name.While in the rules it was for all posts, situation that helped a lot with the assignment of the responses to the posts.It would be much more useful to have the ability to assign the conversation if the client responded to a post is “true” instead of having to add multiple audience rules for every post.Below, I have added the example from the old automations, as you can see it is very simple, it handles all the Posts.And the workflow version where we need to point to every post that we want to include. So in the end it is not an idea, basically it is a request to import this option from rules to workflows, as it was very useful. Thank you. 

    0
    C
    Forum|Forum|1 year ago
    1
    1800MaxNew Participant

    Collect Data: TicketSubmitted

    If your team could add something like await response from user(within workflows) but instead of a response it would be await ticket fill inBascially allowing for a different type of input; like instead of a message / text filed it would be the completion of the ticket  

    2
    1
    Forum|Forum|1 year ago
    Angel Horowitz
    Angel HorowitzActive User

    Messenger - Customer-Facing Conversation TitlesSubmitted

    Request:Add customer-facing titles to conversations.Reasoning:It’s very frustrating as a customer when you’re trying to go back and look at a past conversation to see an answer that was given by Support to reference again. There are times I can’t find the answer and have to open up a new conversation to ask the same question again. If this is frustrating for me as a customer of Intercom, I know this has to be frustrating for our customers as well. Example of Requested Change:   

    1
    J
    Forum|Forum|1 year ago
    S
    Shane WaNew Participant

    See when an agent goes online in realtime DashboardSubmitted

    Currently the only way to see when agents set themselves as Active is by creating a custom report for Teammate Time Active, and then drilling down. This is fine for historical monitoring. It would be great if, in the realtime dashboard, next to the agents we could see “Logged on at:” for that specific day. Currently the First Online metric doesn’t seem to do this as it checks for the last 24 hours, and not the day itself (12am onwards for example)

    1
    Jennifer K
    Forum|Forum|1 year ago
    J
    Julia S.New Participant

    Models with API variables in occasional WhatsApp sendsSubmitted

     I want models with API variables to appear in one-off submissions, today this type of model is only available for batch submissions and our team needs to try to contact our customers by providing their first names to have a closer relationship.

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

    Add dynamic content to email templatesSubmitted

    We would LOVE to be able to add dynamic content inside the email templates. We could do some amazing things with this. We could, for example, add product reminders inside transactional emails.   

    1
    Jennifer K
    Forum|Forum|1 year ago
    M
    Mike6789New Participant

    Improve Mobile User Experience by Preventing Scroll to Top When Live Chat OpensSubmitted

    When the chat widget opens on mobile devices, the webpage automatically scrolls back to the top, disrupting the browsing experience, especially when users are further down the page. Could the code be adjusted to prevent this scroll reset?  Perhaps by preserving the scroll position when the widget opens or not applying classes to the HTML or body element that causes this to occur.  Thanks!

    1
    Jennifer K
    Forum|Forum|1 year ago
    M
    Marie M.New Participant

    Insert an article in the shortcuts menu : improve this featureSubmitted

    In the "Insert an article" functionality, is it possible to: - be able to open the article in full page, - and/or have the URL link of the article directly in the preview ? Thank you 🙏 

    2
    M
    Forum|Forum|1 year ago
    P
    Pedro Henrique StivalNew Participant

    Update TITLE from API or from BOTArchived

    the API could let you update the title or in the flowbuilder we can set de title

    3
    Ben Greeno
    Forum|Forum|1 year ago
    R
    Richard BernNew Participant

    Reply to a specific messageSubmitted

    Please, add the option to reply to specific messages within chat. With the age where we all are used to replying to specific messages for context, sometimes it may be confusing for customers to which part the reply refers to. I know that your tool offers a vast variety of modern options, I am surprised that you still don’t have this feature for chats.

    2
    Michaela Hone
    Forum|Forum|1 year ago
    G
    Gaëlle D.New Participant

    Table in collapsible section, not possible?Submitted

    Hi,I can't save the article when I put a table in the collapsible section. However, it is possible to do this in the draft.Is this normal?Thank you for your help.

    3
    Michaela Hone
    Forum|Forum|1 year ago
    Graziela
    Innovator ✨
    GrazielaInnovator ✨

    Users permissionsSubmitted

    I would love to have more detailed permissions. For example, as a leader, I’d like to be able to view the macros created by other members of my team and ensure that the reports I create can be viewed by others without allowing them to edit

    1
    Jennifer K
    Forum|Forum|1 year ago
    M
    Mathieu PascalNew Participant

    Contact list access on particular segment or segment linked to teamArchived

    It would be great to give access to contact list to a team or teammates but ONLY access to particular segment.Like link a team to a particular segment of contacts.

    1
    Michaela Hone
    Forum|Forum|1 year ago
    D
    DesislavaNew Participant

    Track the Intercom Articles traffic on mobile separately from webSubmitted

    Can we have a report tracking the traffic that comes from web and from mobile? 

    4
    D
    Forum|Forum|1 year ago

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