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    Idea Pipeline

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    3167 Ideas

    C
    Corey PraterNew Participant

    Remove minimum frequency of outgoing messagesArchived

    For certain uses cases having a minimum of 1 minute cool down for outgoing messages to a given user is a deal breaker. If we understand the risks of overwhelming the user with messages does it make sense to provide the option to remove the frequency limitations? In my particular use case I want to scale internal communications based on related business events associated with a users client portfolio. This may result in many similar messages being sent on behalf of a different client/customer. Batching would be fine if I didn’t also have the use case to isolate the messages by client/customer as well.

    2
    Jennifer K
    Forum|Forum|1 year ago
    S
    Support AdminNew Participant

    Is it possible to customize emails that are sent when a ticket state has changed?Archived

    HelloIs there a possibility to customize the automated emails that are being sent when a ticket state has changed? Or only send the answer but not the status changes?Thanks in advance 

    3
    Jennifer K
    Forum|Forum|1 year ago
    User1667
    User1667New Participant

    Is it possible to prevent a chat from auto-closing when suggested article flow is abandoned?Archived

    My manager only wants to enable suggested articles if abandoned chats are sent to unassigned for the team to review. So, if a user clicks an article to view and then does not click ‘that helped’ or ‘talk to a person’ the chat needs to remain open and routed to unassigned. Is this possible? We cannot seem to get the settings correct if it is. 

    4
    Jennifer K
    Forum|Forum|1 year ago
    T
    Team SwipeNew Participant

    Is it possible to send a macro with Good morning or Good evening based on the time of the day?Archived

    Can we create a macro which says Good morning or Good evening based on the time of the day? Automatically? If it is possible can someone guide us on how to execute it? ThanksTeam@ Swipe

    4
    Jennifer K
    Forum|Forum|1 year ago
    Rhiann Porter
    Rhiann PorterConnector

    Exceptions when creating Custom Answers for FinArchived

    I think it would be really helpful if, as well as qualifiers, we could choose exceptions when writing a custom answer and training Fin to pick up on the right questions.E.g. you can set exceptions when you create a Topic; words that you want the system to ignore, and if that word appears, then the topic is NOT applied to the conversation.I think this would be really useful for creating Custom Answers, as qualifiers don’t always help, but suggesting words to ignore would stop Fin giving the custom answer to similar questions where it’s not actually the correct answer.Anyone else think the same?

    2
    Jennifer K
    Forum|Forum|1 year ago
    S
    Simon SchierNew Participant

    Prevent crawling of directories when adding a sourceArchived

    As FIN crawls automatically our blog, it would be good if we could prevent this with rules like “do not crawl if URL contains blog” for example - or deactivate the crawled items with a filter like that for fin. Actually we do have to deactivate every single item which does not include relevant content by hand.

    4
    Jennifer K
    Forum|Forum|1 year ago
    B
    BGRNew Participant

    Workflow create note with ticket attributesArchived

    Hello I would like to create the following workflow:If a ticket of type “Termination” is created (The ticket type contains an attribute called “Date”) I would like to add a custom note to the ticket that contains the date of the created ticket. Somehow the worflow doesnt allow me to access any of the ticket attributes. Or am I wrong?  ThanksBen 

    3
    Jennifer K
    Forum|Forum|1 year ago
    J
    Justin McIntyreNew Participant

    Create Custom Resolution Bot with ChatGPT IntegrationArchived

    Is it possible to create a custom bot (Not FIN) with chat GPT integration?

    2
    Jennifer K
    Forum|Forum|1 year ago
    Y
    YoshikoNew Participant

    I want to delete reply message which said "You will also receive a response via email"Archived

    When our customer send the message throw intercom bot, they always got one message automatically which said“You will also receive a response via email :customer email,we will reply as soon as possible.”  *Sorry it’s japanese.This message says “You will also receive a response via email”, but sometimes customer cannot get email, so customer confused. I want to delete this message, and just wanna send “we will reply as soon as possible.”, how can i do that?If you know could you plz tell me how to do that. Thank you

    3
    Jennifer K
    Forum|Forum|1 year ago
    D
    doig-mmConnector

    import csv into snippetsArchived

    If we have a large volume of information we’d like to add as snippets, can we import these in 1 step, perhaps as a CSV?

    3
    Jennifer K
    Forum|Forum|1 year ago
    B
    Bri BorchardtNew Participant

    Survey positioningArchived

    Hi there, Please let us control the placement of small in-app surveys! Data shows that it drastically impacts response rates, and the current bottom-center positioning isn’t ideal (nor is the large format for non-intrusive microsurveys). 

    3
    Jennifer K
    Forum|Forum|1 year ago
    E
    Erin KActive User

    I want to have a different internal name for articles than external namesArchived

    We have different tiers of users, and different verticals. So for example Vertical A, Base level and Vertical A, Premium level have the same product but pages within the product are enhanced in the premium level and more basic in the base level.  I want to create Help Center articles for these pages that have the same name that are only visible to the applicable vertical and level. But I want my account managers to have access to all of them. The problem is, how will they know the difference between the articles without opening them and searching for the nuances? I want to make it as easy as possible.

    2
    Jennifer K
    Forum|Forum|1 year ago
    J
    Jiayan YuNew Participant

    Filter on number of times an event has occurred within a time periodArchived

    Is it possible to filter a series on the number of times an event has occurred within a given time period? For example, users that have purchased 5 items in the last 30 days. I know it is possible to filter on the count of an event (e.g., count of items purchased = 5), but not sure how to layer the time period on top of the event count.  Thank you for any input! 

    3
    Jennifer K
    Forum|Forum|1 year ago
    Jana
    JanaActive User

    Make the button to download a chat´/conversation transcript more visibleArchived

    We often have leads or users asking for a transcript of the chat they had with us. It is already possible for them to do this, but I think they don’t realise that is an option because it is very hidden. Currently they have to click on the name of the rep they are talking to at the top of the chat window, and then there will be a button (without a label) to download a transcript. This button should be visible without clicking into any other menu, in order to make it easier for people to get their chat transcript if needed.

    2
    Jennifer K
    Forum|Forum|1 year ago
    Y
    Yegor BelovNew Participant

    JS API: provide the expanded mode settingArchived

    Hi!Intercom sets `intercom.intercom-expanded-mode` setting to localStorage which controls the default view mode for the widget.It seems to fall back to “expanded” mode. In our use case we want it to be narrow by default. At the moment our solution is to manually set `intercom.intercom-expanded-mode: false` with JS, but it’d be handy to have a default setting as a boot option.Thanks!

    2
    Jennifer K
    Forum|Forum|1 year ago
    Alex M16
    Alex M16New Participant

    Data Dependency - Conversation DataArchived

    Having the ability to create field and data dependencies. Intercom currently allows data fields to be team specific, that they only show if the conversation is assigned to a specific team. What would be nice is some of the data fields would show certain data depending on the data selected in another field.So if I have two list fields, A and B, and they both contain different data. List A looks like this:A: 1, 2, 3And B looks like this:B: 4, 5, 6I would want to be able to say, if I pick 1 in list A, only show me value 4 and 6 in list B. The reason behind this is it allows us to have fields shared in the platform but we can only pick data relevant to a central or to multiple data fields. I have been told Zendesk does something similar and I know Salesforce has the capability. It allows for better and more accurate choices by agents and in turn better and more accurate reporting.  

    3
    Jennifer K
    Forum|Forum|1 year ago
    E
    Erin KActive User

    Set permissions for Product Tours that can be used in the inboxArchived

    I have product tours in series that I only want to use in those series, and I don’t want them to be sent to any other clients. However, I want to use the link to “use everywhere” so I can link the tour in emails in my series as well in case people don’t take them.  That being said, the team that answers requests in the inbox keeps accidentally using the wrong tour. I can only do so much with naming the tour, because clients can see the name of the tour so I can’t call the right ones “external” or something.  I wish I could limit what tours can be used specifically in the inbox. 

    2
    Jennifer K
    Forum|Forum|1 year ago
    N
    Nate M.New Participant

    Snooze consistencyArchived

    Would love to have a more predictable pop up when snoozing a conversation, seems to vary based on conversation type as chats, emails and booked calls all filter into the same inbox. On the old tool regardless the options will display custom, 3 hours, Tomorrow at 9am, Monday 9am, one week 9am and one month 9am. Now at seemingly random intervals one or all of the options Tomorrow, Monday, one week will show the current time while the others still show 9am. Can always use the custom field, but old habits I suppose… Just created some issues as I would snooze something for immediate follow up tomorrow morning and not be reminded about it until 24 hours later due to the process changing. Again this is not always and sometimes the Tomorrow will be 9am but the other fields show Monday at 130 pm etc. 

    2
    Jennifer K
    Forum|Forum|1 year ago
    Henrik R
    Henrik RActive User

    Load a webpage when completing a flow in the botArchived

    Load a webpage when completing a flow in the bot We´re looking for a way to load a landingpage in the current window when user has completed a bookingform in the bot (Calendly). Does anyone know if this is possible. Eg. a thank you page with some links to get further. 

    3
    Jennifer K
    Forum|Forum|1 year ago
    E
    Erin KActive User

    I wish we could filter CSAT taking out certain organizations known to have a virus checker (in the normal csat reporting, not custom reporting) that is sending back glitchy CSAT responses.Archived

    I wish we could filter CSAT taking out certain organizations known to have a virus checker (in the normal csat reporting, not custom reporting) that is sending back glitchy CSAT responses. This is really hurting our results, and I don't want to use the feature flag that could prevent real ratings from coming in.

    2
    Jennifer K
    Forum|Forum|1 year ago
    U
    User312Connector

    Would be great to have a js apis method to open the News tab in the new chatbot.Archived

    Would be great to have a js apis method to open the News tab in the new chatbot. We use the Newscenter as changelog and would like to push it from within the app without having the user leave outside to go in the Newscenter page.

    2
    Jennifer K
    Forum|Forum|1 year ago
    U
    User1551New Participant

    Any plans for adding this header to the Intercom widget?Archived

    Hello, We are currently looking into adding cross-origin isolation to our website which uses Intercom. Intercom currently doesn't work correctly with cross-origin isolation which results in the following error:The error occurs because Intercom does not set the Cross-Origin-Resource-Policy header: Any plans for adding this header to the Intercom widget?

    3
    Jennifer K
    Forum|Forum|1 year ago
    E
    Erin KActive User

    When you filter by 'state' in your messaging, I wish that 'sent' and 'live' were separate states.Archived

    When you filter by "state" in your messaging, I wish that "sent" and "live" were separate states.

    4
    Jennifer K
    Forum|Forum|1 year ago
    E
    Erin KActive User

    In series, I would love to set the wait time between series messages or waiting on rules to match in business days.Archived

    In series, I would love to set the wait time between series messages or waiting on rules to match in business days. If we could make these business days not just regular days since we are a B2B company that would be great.  For example: If I set a post to appear for X audience, I can "try to match" for x # of days, but our customers would likely not come on our platform from EOD Friday - Sunday. So if I set it for 3 days, that's fine if it's Monday, but not if it's Friday.

    2
    Jennifer K
    Forum|Forum|1 year ago
    U
    User2280New Participant

    I want to upload the contact data every week on my google drive.Archived

    I want to upload the contact data every week on my google drive. I would like to use Intercom's REST API to download the data and save it to GSheet. However, I talked with support team that intercom doesn't have such REST API yet. I would request to add that feature.

    3
    Jennifer K
    Forum|Forum|1 year ago

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