Product Wishlist | Community
Skip to main content

Your Guide to Joining the Beta Group & Navigating the Product Wishlist

Join the Beta Group 🎉 You can now join the Beta Group and get exclusive early access to product betas, share feedback and contribute to shaping the In...

    Idea Pipeline

    Filter by idea status

    Browse by category

    3494 Ideas

    Back to top of the list
    OnsiaNew Participant

    Setting to stop auto-downloading photos in conversationsSubmitted

    As Customer Support reps, we have been victim to seeing unnecessary photos that someone uploads in a chat.  It would be a great safety feature to decide whether your team is okay with photos automatically being visible in a chat as soon as a customer shares them or if they require a teammate to click in order to authorize the photo to load in a chat. 

    0
    1 year ago
    Martin S11Active User

    Simultaneous call distributionSubmitted

    Please add Simultaneous call distribution that rings all available agents simultaneously until someone answers. Then you shorten the queue and minimize customer waiting time.The only available call distribution in Intercom is that it calls 30sec to one agent  then 30sec to another agent. Never the same time. So if we are 10 agents it takes almost 5min before it calls on the 10th agent. 

    0
    1 year ago
    DebraNew Participant

    Ability to upload a different company logo to the one used in the Messenger, to appear at the bottom of the email transcriptSubmitted

    If a customer receives an Email Notification/Transcript (due to being inactive in the Messenger), then the logo shown is the one from the Messenger. However, we have a white-out logo in our Messenger because it’s styled according to our brand colours on a dark background. This means that the logo at the bottom of every transcript is barely visible to customers.I would love the option to be able to upload an alternative logo to be shown in the email transcripts. Or even better, to compose an email signature for these emails.I presume lots of companies use a dark background in the Messenger and would therefore use a white-out company logo, but I don’t think many people are checking the email transcripts so most people probably don’t realise that this is a branding issue.   

    2
    mateusz.leszkiewicz
    1 year ago
    RaianNew Participant

    Manual Move to Spam FolderSubmitted

    Hi, is there any plan to introduce this feature?I was shocked to find out that it’s not available, especially since even the most basic competitors of Intercom have already implemented it. The lack of this feature significantly impacts the overall user experience.I have a connected Meta Business Page and Instagram account, for example, which do absolutely nothing on their end to combat spam... At the same time, I can’t effectively manage spam through Intercom either! This is negatively affecting my statistics and cluttering my workspace. I’ve set up an automation (as shown in the screenshots) to automatically label and close these types of messages.However, due to the sheer volume of spam, my ticket history looks like a complete mess. Out of 4,000 closed tickets, at least 3,000 are spam! Additionally, I would like to point out that the "standard spam filter" is completely ineffective. Over the course of 4 months, during which we received 4,500 inquiries, it only filtered out 140 messages. Moreover, approximately 90% of those filtered messages were legitimate Webflow forms.Do you have any plans to address this issue?

    3
    mateusz.leszkiewicz
    1 year ago
    Darjus SaksonConnector

    No answer form customer in workflow - other actions not only closeSubmitted

    Would be good to have other options not only close after some time but also assign to other team if customer is inactive for some time. Customer inactivity  workflow is useless in this case and it is already reported via messenger

    0
    1 year ago
    Nate E.
    Nate E.Connector

    Change the title of apps in the messenger windowSubmitted

    We would like to be able to control the displayed name of an app in the messenger window. For instance, the Shopify app always shows as “Order Status.” In our business, we use Shopify for merchandise (swag) orders and that’s how we’d be checking on those. However, to our customers their “order” would probably mean the reservation they made with us for a vehicle. Because of this we don’t use the Shopify app in our messenger to avoid confusion. ​@Gerald Prado 

    0
    Nate E.
    1 year ago
    Nate E.
    Nate E.Connector

    Add macros in workflowSubmitted

    I would like to be able to use dynamic macros when building a workflow. An example we’d like to use this in is with the greeting. Once it has been assigned to our team, we’d like to have our macro that says “Thank you for contacting us, (customer name). My name is (rep assigned name), a customer support representative. Please give me a moment to review the reason you’re reaching out to us.”This gives our team time to review and also shows the customer we are actively engaged. ​@Gerald Prado 

    0
    Nate E.
    1 year ago
    Emma SpencerNew Participant

    British English optionSubmitted

    Default language option only includes English and does not allow for non-US English spelling.Our customers are in Australia and we have US spelling all over the place.

    3
    1 year ago
    Peter8769New Participant

    Enter to send on android APPSubmitted

    When i do remote work i use a portable screen, physical keyboard and bluetooth mouse with my android phone. It works better than any laptop i've ever used before, but i still struggle with the intercom app.Since the ctrl+enter shortcut was designed for desktop use, the app simply doesn't pick it up. No shift+enter or ctrl+enter or alt+enter, nothing. This means after every message i need to click the send button which is not ideal. I quickly got used to the desktop version's ctrl+ send feature but i'd need it even when i'm on the phone. 1. Implement an "enter to send" feature for both physicaland touch keyboards.2. This would allow users to send messages by pressingthe enter key, similar to other messenger apps.3. the feature should work for both physical keyboards (foraccessibility) and touch keyboards (for convenience).4. This improvement would enhance usability andaccessibility for Android users.

    0
    1 year ago
    Jo BiggNew Participant

    Border on an imageSubmitted

    Are there any plans to incorporate the simple choosing of a colour border/thickness around an image inserted into an article? this is something we do alot of -  its time consuming to take the image apply the border and insert into the article -  it would work the same as format etc e.g apply Bold, header . I assume other would find this useful?

    1
    1 year ago
    ImmortalNew Participant

    Ability to create conversation ratings report from scratchSubmitted

    It would be great if we can create such report from scratch as well https://i.imgur.com/6cNMotD.pngAs of now, there is no option to include conversation rating remarks in new reports. This would be highly valuable, as I would like to generate individual reports for each team member to view their specific data and ratings.

    0
    1 year ago
    Adelaide Ayres
    Adelaide AyresNew Participant

    Conference option in Intercom PhoneReleased

    Our team would love to the have the ability to create conference calls in Intercom phone, for both outbound and inbound calls. We need to be able to add someone to the call (external number) while already on the call. 

    4
    Adelaide Ayres
    1 year ago
    Sarah MastersNew Participant

    Bring back the old font!Released

    There was a font update overnight that is not ideal, and makes the conversations harder to read, especially between 0s and 8s. Please bring back the old font, or allow us to choose our own font on an individual basis!!

    6
    Michaela Hone
    1 year ago
    Melinda BrownConnector

    Ticket Portal - All Ticket viewSubmitted

    We support multiple companies within out Intercom account and need the ability to see all tickets created from the messenger and the inbox channels. We also need the ability to sort tickets in the portal by all the companies associated with our users.  Melinda BrownProject ManagerDynamiX Web Design

    0
    1 year ago
    Olga KukharskayaNew Participant

    Add Uzbek language ​​to IntercomSubmitted

    Hello!Since our company has a huge amount of clients from Uzbekistan and we have to provide support to clients from these countries, we faced the need to create workflows automation and Help centre for our clients in Uzbek language. The request to add the Uzbek language ​​to Intercom was sent several months ago and was forwarded to your Product Team.Hope it can be done in the nearest time:)Thank you in advance!

    0
    1 year ago
    Clément JamardNew Participant

    Include a Chart for Quick Viewing of CSAT Remarks in the New Intercom CSAT ReportReleased

    Hello,  I noticed that the new Intercom Customer Satisfaction report no longer includes a chart that displays CSAT remarks from customers at a glance, without requiring the use of the chart drill feature.This does not seem to be possible either when creating custom reports.This appears to be a regression compared to the legacy report, which provided this functionality.  Adding extra steps to access this information reduces efficiency and creates unnecessary frictions.Thank you for considering this feedback.

    3
    Michaela Hone
    1 year ago
    Candyce
    CandyceNew Participant

    Call Feature- Ability to pick up calls not assigned/Ability to do conference callsReleased

    Both features I was genuinely very surprised that they aren’t already a thing. However, as small as they seem, our team can’t switch over to using Intercom calling until these are added unfortunately. Surely we aren’t the only ones who would use these:Pick up calls not assigned- I noticed during my testing that when I accidentally loaded my screen while getting a call, the call just vanished. The person (my cell phone lol) was still ringing on the call but they weren’t being routed anywhere. This lead me to wonder if there is place to just pick up a call. So let’s say my teammate is out at lunch and left her computer open but we get a call and it goes to her… I guess we would just have to let it hang up on the customer because I have no way to pick it up. Plus, in my case, I am technically the only active Support Agent. Everyone else just has it incase it starts going crazy or they need to review a conversation. Conference Calls- We talk with customers and their banks frequently to verify information but we can’t do that without the ability to add someone to a call. Or if a customer is needing help with a specific company, we can’t use Intercom to do so. We have to use a whole different number from Teams and since that number is not the listed number, it causes customers to think it’s fraud. 

    2
    Michaela Hone
    1 year ago
    estilanNew Participant

    AI summary for Call Transcript add in discussionReleased

    It would be great if once the transcript of an inbound call is available that it could be summarized by the AI and then pasted into the conversation as a note. It’s a lot of work to go through all the calls to make sure they are included in the conversation.

    5
    Michaela Hone
    1 year ago
    Emmy SouthworthNew Participant

    Add a link to the Special Notice on MessengerReleased

    We need to add a disclosure for using AI in our chatbot and this special notice area is perfect - except that we also need a link to our AI and privacy policies. We’ve noticed that our competitors who use Zendesk have a footer notice with a link. This would be awesome if it was available soon. Right now, we include it in the conversation and it decreases conversions substantially.  

    3
    Michaela Hone
    1 year ago
    BISONNew Participant

    Limit outbound messages to X number per sessionSubmitted

    I would love to see a feature that helps improve our outbound messaging to avoid overwhelming customers with multiple messages when they visit different pages on our website.Currently, we display messages on the homepage and each of our product pages, but this feels excessive and if customers dont clear their messages, they get overwhelmed with messages from us which is pretty poor user experience.Would love to see a feature that limits messages to X number per session so that a customer receives only 2-3 messages total per session on our website, regardless of which pages they visit. Instead of triggering messages by page, it would enforce a session-wide limit of 2-3 messages.

    0
    1 year ago
    AnibalNew Participant

    Display TTR SLA on Messenger ticketsSubmitted

    For many organisations like ours, who publicly disclose TTR to customers, we could deliver a much better customer experience by displaying the TTR countdown on top of each Messenger ticket like in below example. By providing TTR visibility to customers we’d also avoid receiving the usual “how long it will take you to resolve my issue?” customer requests. This could be a handy ON/OFF option to activate.   

    0
    1 year ago
    Federica CanosciNew Participant

    Charts - Drill-in view on hoverSubmitted

    The ability to click on a chart element (like a bar) to see and opened the relative detailed drill-down view. 

    0
    1 year ago
    Federica CanosciNew Participant

    Charts ability to move them within custom reportsSubmitted

    Moving charts between reports: Currently, charts cannot be directly copied and pasted or linked between different reports

    0
    1 year ago
    Rick ANew Participant

    Autotag abandoned conversationsSubmitted

    Hi guys, So we are on Alpha testing when Fin answered the question and customer becomes inactive and I can set up Fin to use a reusable workflow and do whatever I need including setting up a conversation tag. But you don’t have the same way for the workflows, as customer also can become inactive while using a custom bot and there is no way I can send a CSAT survey or us a reusable workflow with follow ups. When the option of using a reusable workflow be available for custom bots? Thanks in advance. 

    0
    1 year ago
    岡田憲一郎New Participant

    I wantto decide “contacts attributes” for themselves!Submitted

     I don't like the fact that there is a standard attributes item called “Lead category”. Because of this, I cannot use the string “category” in custom data attributes.In fact, I want to describe “toB” and “toC” information in a list format, but the default format is text.This is the kind of difficulty in use.I added the items for this myself, so it would be fine if the standard attributes items could be archived as well. 

    0
    1 year ago
    Show more activity

    Browse by category

    • Product Areas & Popular Topics
    • Core Inbox
    • Data
    • Fin & AI
    • Integrations, API & Custom Actions
    • Intercom Community
    • Knowledge & Help Center
    • Messenger
    • Mobile Conversations App
    • Omnichannel (Whatsapp, Facebook, Instagram, X, Switch)
    • Phone
    • Proactive Support
    • Reporting
    • Security & Compliance
    • Third-party Apps & Plugins
    • Tickets
    • Workflows
    • Workload Management (Conversation Assignment)
    • Expert VOC
    Terms & ConditionsAccessibility statement