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    Idea Pipeline

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    3167 Ideas

    R
    Rachel GordonNew Participant

    Link Tracker Tickets to MacroSubmitted

    It would be great to have the ability to link tracker tickets to existing macros. Often times, our team creates a macro for commonly asked questions or issues, and we would like to be able to link a tracker ticket to our macros that require follow up. This will ensure that no conversations are missed when sending a follow up to users, as the tracker ticket will already be linked to each conversation that we’ve used the macro on.

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    Forum|Forum|1 year ago
    D
    DesislavaNew Participant

    Allow setting custom articles as suggested under the Search for help option in MessengerSubmitted

    We have a global audience, and we want to suggest a specific set of articles to them by default in Messenger without having to set audience rules that would hide content - they need to see the whole help desk. 

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    Forum|Forum|1 year ago
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    Pedro Henrique StivalNew Participant

    User can take photo from your camera in SDK chatArchived

    Is there a reason why you can't use the camera's phone to take a photo during a conversation? As far as I can tell all you're able to do is to use photos from the camera roll. This seems a strange choice. It seems far more likely that a user would want to illustrate their issue during a conversation, rather than have to exit the app, open the camera, take a photo, then return to the app, open the conversation again and then find the photo in their Camera

    2
    Jennifer K
    Forum|Forum|1 year ago
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    DavidCNew Participant

    Priority First Conversation SortingArchived

    In Priority First sorting mode, the secondary sort order is Newest. There needs to be an option to change this to Oldest or Waiting Longest. Alternatively, Priority conversations should always appear at the top of the conversation list, regardless of the sort order to indicate actual priority.

    2
    Jennifer K
    Forum|Forum|1 year ago
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    Oliver CookConnector

    Train FIN custom answers (resolution bots) to recognise irrelevant queriesArchived

    I know you can train a custom answer to recognise queries by providing multiple different phrases and linking them to queries asked by customers. However when a bot is triggered by a query, it would be great for us to be able to mark that the custom answer was incorrectly triggered.Basically get it to learn from its mistakes so that if a similar query was asked again, FIN would know NOT to send that custom answer.

    2
    Jennifer K
    Forum|Forum|1 year ago
    K
    Kelly RumminsNew Participant

    Sorting by name under contactsArchived

    Sorting under contacts only seems to work for date and number variables. I’d like to be able to sort for example by company name alphabetically.

    2
    Jennifer K
    Forum|Forum|1 year ago
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    Lisa HenkelNew Participant

    disable snoozeArchived

    Is there a way to remove the snooze option form my chats?  

    4
    Jennifer K
    Forum|Forum|1 year ago
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    Jason L12Connector

    Stand alone surveysArchived

    At present, surveys are only available to overlay upon other content, as secondary/assistive content.There are times where you would want to send out a stand alone survey.An example we have run into is that we wish to send out a survey via email to new customers that are onboarding. We don’t want them to have to enter the app or website to be able to fill in the survey, there doesn’t seem to be a solution for this right now.

    2
    Jennifer K
    Forum|Forum|1 year ago
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    User279New Participant

    FIN ingest MacrosArchived

    It would be very helpful if FIN could ingest Macros. I know we can create snippets, but this would require to update 2 sources od content every time we need to create/dekete/update a macro

    3
    Jennifer K
    Forum|Forum|1 year ago
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    sedouardNew Participant

    Can I create a chat experience for my users to connect with their clients?Archived

    I have a platform where I allow my users to spin up a sales proposal for their clients. I’d love to be able to add intercom chat to it but clearly my user only should be able to view their own customers, not the customers of other users. Is this at all possible with Intercom or the Intercom API?

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    Jennifer K
    Forum|Forum|1 year ago
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    Sarah AndrewsNew Participant

    Is there a less manual way to send emails in multiple languages?Archived

    Hey all,  I was wondering if anyone uses Intercom to send emails to multiple markets in multiple languages? At the moment we are having to create 13 different HTML templates and manually copy and paste in the correct languages. This is extremely time consuming. Is anyone else in the same situation?  The reason I ask is that with other ESPs I’ve used connected content and sheetlabs etc, and was wondering if Intercom supported anything similar and if not, what other companies are doing to make this task less manual and time consuming?

    3
    Jennifer K
    Forum|Forum|1 year ago
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    Mallika ChawlaNew Participant

    User feedback from ticketsArchived

    Is there a way for Intercom to read all the tickets on a given day and give a summary of any trends both good or bad feedback from users? Also any product features or feature requests from customers based on the tickets?

    2
    Jennifer K
    Forum|Forum|1 year ago
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    Bryan ChristiaensNew Participant

    API support for audience parametersArchived

    For us it would be REALLY handy to be able to control the audience setting via APIs, we are using those a lot, and we have more than 500 articles… without API support the maintenance of this audience rule is painful.We would need to at least be able to get API visibility on the rules applied, and ideally also edit rights.

    2
    Jennifer K
    Forum|Forum|1 year ago
    M
    Megan RoseNew Member

    Bug Reports and Product Feedback for Intercom to Review (& Fin Avoidance)Archived

    There’s a really straightforward bug I tried to report yesterday but had to have a painfully long “conversation” with Fin. It’s been a day now and I was prompted regarding the long wait, whether I still need assistance or not.It feels really silly to wait to speak to a person (after giving all the bug information to the bot) for information like this that can simply be relayed and read whenever Intercom staff has the time.I’d really like to see a way to bypass Fin to directly report bugs or give feedback on the product. I’d prefer if Intercom reach out to me if they don’t understand my bug report or product feedback, rather than needing to be available to reply whenever they get a chance to check my message. I think it would save both customers and Intercom staff’s time.(FWIW, the bug I want to report is that when you upload a user csv without a header row and it has errors, each line it reports an error on is off by 1 row. For example my error report said 3, 11, 17, 25 but those entries were imported correctly and it was 4, 12, 18, and 26 that had an import error. So it took me a long time to figure this pattern out because I felt the need to check every single entry, since I was having both false positives and false negatives when I spot-checked the list.)

    2
    Jennifer K
    Forum|Forum|1 year ago
    R
    Rohan KNew Participant

    Advanced Data analysis with Intercom using GPTArchived

    Hello, I would like to suggest a feature, which I think could have an major impact on how all of Intercom’s customers use reporting tools currently.  Recently, Chatgpt 4 released an Advanced Data analysis tool with GPT which could read CSV or any kinds of reports and provide answers back to users, it can also show trends, create charts and almost anything which anyone would need.  Now hear me out, here’s my idea - Intercom has all the data points/ reports for any workspace, what if this could be integrated with some GPT solution within Intercom, so that instead of us trying to manually spend hours in looking at reports, we can simply ask questions and get reports on the exact data which matters to us. I think it could be a game changer.  Would love to hear thoughts from Intercom’s team here. Thanks

    2
    Jennifer K
    Forum|Forum|1 year ago
    R
    Rohan KNew Participant

    OCR support for FINArchived

    I want to share an idea to improve performance for FIN. I noticed many times when user faces any issue with the platform, they send a screenshot of the error message to FIN rather than typing out the actual error. Even if we have written content, to explain users what the error could be about and how to fix it, but FIN is not able to help with these conversations as its not able to read the images.  I would like to suggest OCR support in FIN, there are AI tools in the market which are already doing it, so maybe this could be integrated within FIN also.  Would love to hear thoughts from Intercom team on this. Thanks

    2
    Jennifer K
    Forum|Forum|1 year ago
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    User279New Participant

    Fin ignore external contentArchived

    There should be a method for tagging pages that we do not want FIN to crawl. While it's possible to individually edit the content to make it unavailable to FIN, this becomes impractical when dealing with a large number of pages. I propose implementing a solution such as a meta tag that can be added to our websites. This tag would instruct FIN to ignore the pages associated with our domain when we integrate it with the FIN system.

    3
    Jennifer K
    Forum|Forum|1 year ago
    E
    Erinea RavasioNew Participant

    Save the URL of tooltipArchived

    When opening a tooltip, you are asked to insert the URL.Sometimes it is difficult to remember it, so it would be useful to have as suggested, just the one associated with the tooltip 

    2
    Jennifer K
    Forum|Forum|1 year ago
    B
    Bryce RakopNew Participant

    Field auto-fill as part of a tourArchived

    Seems like this idea has come up a few times, but I’ll just add my $0.02 here.The fill-in field function for Tours is good, but when it comes to Addresses or even User Info, it’s greatly expands the number of steps in a Tour when you have to tell them “This is your street, now your state, now you country, now your post code” when all you’re really asking them to do is “Fill in your Address” across multiple fields. So this is my feature request, I see two models that would be valuable to Tours.Multiple Field fill-in You already have “force user to fill in this field”, we just need to tweak this to say “force user to fill in this array of fields (all within the selector on the tour). This would achieve a lot of the optional vs mandatory form field problems your other topic talk about. Auto-fill multiple fields Problem: What I notice when creating a Tour where users fill in fields, is that any error in their input is often not caught until much later in the tour, which then throws off the “Save” step of the tour, because the tour thinks they hit save (and it worked) when in reality, the error checking kicked in and said “I can’t save with that error in your input”. My proposed solution is a new feature where instead of “force user to fill in this field” it’s “Fill in this field with this value for the user”. In this way I can fill in a whole field with mock data so it explains to the user, but they don’t need to think about real data to put in those fields. It also prevents ID10T errors from typos/erroneous data, and as the Tour designer I can decide whether or not I actually save this mock data or not and  click on something else. Anyway, Tours is what brought my company to Intercom in the first place and I feel like it’s one of your premium features, so either of these two options would take Tours to another level of flexibility. Hope that helps,Just my $0.02,Bryce R.

    2
    Jennifer K
    Forum|Forum|1 year ago
    Jake Spirek
    Jake SpirekNew Participant

    Ability to duplicate macrosArchived

    A lot of times we have similar macros that just need a slight variation that can’t be handled in a variable.It would be SO helpful to have a duplicate macro button that copied over all your article/action/tag actions on it as well.Currently such a waste of time to have to do all that manually. 

    3
    Jennifer K
    Forum|Forum|1 year ago
    Jake Spirek
    Jake SpirekNew Participant

    Views: Option to see all messages NOT waiting on a replyArchived

    Ability to create a view in the inbox that allows me to see all my messages that are not waiting on a reply from me.I can currently create views for all items waiting on a reply for more than X minutes.But I have a ton of tickets that are snoozed because I'm waiting for replies, and I want to quickly go through and re-snooze them.

    2
    Jennifer K
    Forum|Forum|1 year ago
    Jake Spirek
    Jake SpirekNew Participant

    Views: toggle a "Just my conversations" option for views so we don't have to create a ton of the same view with a different assigneeArchived

    Please let us quickly toggle a "Just my tickets" option on all views. It's such a pain recreating a million views when I could have one version of it and it can either be toggled into "Me Mode" to just show my tickets OR just give a dynamic assignee field like "Assignee: Me (dynamic)" so that anyone viewing it will see only their own.

    2
    Jennifer K
    Forum|Forum|1 year ago
    C
    Corrie Hermans-WebsterConnector

    Opt in to Subscription via survey/seriesArchived

    Users should be able to opt in to subscriptions within a series. For example: ask “can we contact you for more feedback” and if they say yes they are opting in to our feedback subscription. 

    2
    Jennifer K
    Forum|Forum|1 year ago
    C
    Carolina LNew Participant

    Why is it not possible to delete email subscriptions?Archived

    I did a couple of mistakes where I had to archive a subscription type because we have done some changes to the types we have. Even if they are archived, they still appear in the dropdown selection for segmentation and email subscription selection when creating a new email. Why is it not possible to delete them if they never been used? 

    3
    Jennifer K
    Forum|Forum|1 year ago
    S
    ssyam011New Participant

    Help Text for Inputs in Canvas KitArchived

    For Canvas Kt, when new components are created - now we’ve options for Label, Placeholder etc. but no option of having help text. It would be great if we can have an input for Help Text and show an ℹ button next to label - on hover of which help text  details will be displayed.

    2
    Jennifer K
    Forum|Forum|1 year ago

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