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    3167 Ideas

    S
    Innovator ✨
    sharleenInnovator ✨

    I would really like to see how many users were Seen in a given period.Archived

    I would really like to see how many users were Seen in a given period. Right now, I can use segments to see "last seen" and "First seen" but What I really want to do is see how many users were seen last month, and how many of them interacted with articles or chat. The "overview" report shows new users for a given period of time, but this really is a useless number to me without understanding total users seen.  How are you measuring your Engagement? Would love to understand how others are calculating what percentage of users are interacting with intercom messenger during a given period of time.

    2
    Jennifer K
    Forum|Forum|1 year ago
    A
    Albert BNew Participant

    Is it possible to have a condition on the Auto-responder so that it only sends out when the user starts a new conversation? This can be an optional setting.Archived

    Is it possible to have a condition on the Auto-responder so that it only sends out when the user starts a new conversation? This can be an optional setting. It can disrupt the flow of an active conversation when a user receives the auto-response every time they send a message, and it can also trigger an infinite series of replies if they too have an autoresponder active.

    2
    Jennifer K
    Forum|Forum|1 year ago
    E
    Ellen S11Active User

    I would love to be able to pick which inbound communications are reported underneath 'Response Time'.Archived

    I would love to be able to pick which inbound communications are reported underneath "Response Time". In our particular case, we focus only on chat as needing a fast response. Our internal standards for email are "same business day" because it's a different type of inquiry (sales versus support).

    3
    Jennifer K
    Forum|Forum|1 year ago
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    User513New Participant

    It would be great to have a way to bulk snooze under the bulk edit options.Archived

    It would be great to have a way to bulk snooze under the bulk edit options. Thanks!

    2
    Jennifer K
    Forum|Forum|1 year ago
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    User2028New Participant

    Hi! There sould be a way to cutomize the szoone options when we select a set of conversarions (edit selection).Archived

    Hi! There sould be a way to cutomize the szoone options when we select a set of conversarions (edit selection). Today, the szoone options available in this case are only the defaut ones.

    3
    Jennifer K
    Forum|Forum|1 year ago
    S
    Innovator ✨
    sharleenInnovator ✨

    Help us make our Resolution Bot answers even betterArchived

    Help us make our Resolution Bot answers even betterWe have a lot of resolution bot answers (a few hundred) and the lack of search ability is a real problem. We are having to maintain a copy of all content in a separate system just to use for searching and maintaining contentI haven't found any way to import or export resolution bot answers content. We need to be able to run & export reports for a given time period to understand trends. (id, tags, number of times presented, routed to team, resolved, and ratings)As we are creating our Resolution Bot answers, it would be nice to be able to link to another answer (like we can do with the new custom bot features). For example, if we have created several answers on a topic, would be nice to be able to offer options in the bot to link to one of the other answers if they didn't get their answer fully resolved. Currently we would have to duplicate the content inside each resolution bot answer, which is really hard to maintain.When we insert an article, please show us the article ID and user segmentation attached to that article so we can make sure we are inserting the correct article.It would be really nice to have a notes section that is visible only when editing the Res. Bot Answers. A place where we can document updates or note where we think changes need to be made.Give us the ability to tag, add notes, and organize the suggested answers. We currently have 1000 suggested answers, and the only option is to dismiss them. They change/update regularly so trying to manage this list and where we are on the progress of these is very difficult I would love to hear from other users how they are solving these problems!Thanks  

    2
    Jennifer K
    Forum|Forum|1 year ago
    A
    Anna EConnector

    Macros working as reusable workflowSubmitted

    I would like to submit the idea of sending separately every sentence (of a macro)  as a single message, without using the reusable workflow.It will help to not losing time by doing a cut/past + send. Especially for long messages sent directly from the Help Desk to the customer. 

    4
    Aleksei O
    Forum|Forum|1 year ago
    L
    Louis BarillonNew Participant

    Change the beep at the start of calls to enable faster contact with the IVRSubmitted

    Currently, the beep at the beginning of the call is aggressive and gives the impression that the call is not going to succeed. A long-awaited improvement on our side is direct routing to the IVR to avoid confusion.

    0
    L
    Forum|Forum|1 year ago
    J
    Josh DowdyConnector

    IVR dashboardSubmitted

    To have an IVR dashboard for the advanced licenses tier to monitor in real-time if we have calls waiting/people logged into the phone queues.  This would make life so much easier at this time or allow us to add an extra charge per person to get access to the dashboards. 

    1
    L
    Forum|Forum|1 year ago
    T
    Tim RoeleveldNew Participant

    AI-Driven Automatic Assignment of Customer Inquiries to Teams Based on Question AnalysisSubmitted

    Current Situation:At the moment, customers can select a category for their inquiries in the Intercom Messenger, which works well for directing questions to the appropriate teams. However, for customer inquiries submitted via email, this categorization process doesn't work, causing all emails to be assigned to a single team by default. This creates extra manual work to redirect these inquiries to the correct team.Proposed Solution:We would like to leverage AI to analyze the content of customer questions and automatically assign them to the most relevant team, regardless of the channel through which the inquiry is submitted (Messenger or email).How it Would Work: AI-Based Content Analysis: The AI would analyze the text of each customer inquiry and match it with the most relevant team based on the content of the message. Team Descriptions: For the AI to function effectively, each team within our organization would have a detailed description of the types of inquiries they handle. These descriptions would be used by the AI to make accurate assignments. Cross-Channel Implementation: This solution should apply to all channels, including both Messenger and email, ensuring that inquiries are routed efficiently without requiring customers to manually categorize their questions. Reduced Customer Effort: This removes the need for customers to select a category or specify a team, allowing them to simply ask their question. The AI takes over the categorization process, resulting in a more seamless experience.

    0
    T
    Forum|Forum|1 year ago
    J
    Jack EtheringtonActive User

    Increase Resolution of Screen RecordingsSubmitted

    When a messenger call with screenshare is recorded, the resolution is 320x140px making the screen text unreadable and the recording useless.

    4
    E
    Forum|Forum|1 year ago
    U
    User1594Connector

    New functionality for "ask me later" forms is essentialSubmitted

    It is essential to have a new feature in the "ask me later" forms because the reach of your forms is so much lower compared to other competitors.Currently, your flow allows you to close the popover on the x icon and if the user does this, the flow won't appear again. It would be essential to have an "ask me later" button and, if the user pressed it, to be able to show it again 1 week later, for example. This date/time should be configurable.  

    6
    J
    Forum|Forum|1 year ago
    K
    Kristine M12New Participant

    Aggregation types in reportsSubmitted

    As a report user in Intercom  and manager, I would like to be able to use different Aggregation types (like in Responsiveness report - Average, Maximum, Minimum in addition to Median)  in all reports. We use Average in our data analysis a lot, as we find it a better measure for most cases. 

    0
    K
    Forum|Forum|1 year ago
    V
    Victor De BlanderNew Participant

    Reinstate the 'Remarks from customers' reportSubmitted

    Reporting got recently updated and it looks great, yet one of my favorite reports got deprecated. The Fin AI Agent dashboard still has the old report.The new report only shows a number and the drill-down provides a lot of columns with not a lot of functionality. There are IDs with links provided, but it’s not possible to click through on the user or the company. Being able to see the ‘Remarks from customers’ with the User, rating, teammate and remark enabled us to praise teammates or to sit down and assess the situation. It also gave a quick overview of the general feeling for the last customers that left remarks (positive or negative). With the new reporting, we would need to create 2 reports (one negative, one positive) and drill down on each to see the remarks. 

    0
    V
    Forum|Forum|1 year ago
    M
    Mali Parry-OwenNew Participant

    Improve inbox UISubmitted

    Sending a moderately long reply to a conversation/ticket provides a poor experience. The larger your reply, the less of the conversation thread you can actually see. There’s no way to stretch the box to make it wider/shorter/longer. If you need to reference a message in the thread, you have to actually use Notes or a separate doc to formulate the reply, and then only c&p to the Intercom inbox when ready.The two arrows in the top left allow for very minimal reduction in the size of the Description box, but not enough to make any difference. It’s impossible to resize images so some paste enormously while others paste very small.  The inbox thread/reply area should allow agents to stretch and scroll to accommodate short and long answers.

    0
    M
    Forum|Forum|1 year ago
    C
    Chris McKenzie-LowNew Participant

    Add ability to completely delete individual messages in spam inbox once they are reviewed.Submitted

    Add the ability in the Spam inbox for us to delete spam messages once we have verified they are spam.

    2
    Jennifer K
    Forum|Forum|1 year ago
    R
    Robbie GiuffridaNew Participant

    Domain match users to companySubmitted

    Suggestion to add domain matching to auto-match a user to a company based on the company domain. This can be an optional toggle. When Company A has an email domain (@test.com) set, and a user from Company A (user@test.com) logs into the platform and a user is created in Intercom, they should to automatically get associated with Company A.

    2
    Jennifer K
    Forum|Forum|1 year ago
    A
    andyweirNew Participant

    Requesting a new sort parameter in the dropdown to sort messages, "Unread" first.Submitted

    This is the dropdown I’m talking about 

    2
    Jennifer K
    Forum|Forum|1 year ago
    J
    Jack EtheringtonActive User

    Enable Ticket Portal for Customers without CompaniesSubmitted

    The Messenger view for Conversations and Tickets is broken when our customers have more than a couple of Conversations or Tickets. We are using Intercom to communicate with clients on an ongoing basis over a number of years, and some of our customers have raised hundreds of support tickets over their lifetime. One Customer I reviewed today has 422 Conversations and Tickets.It is not suitable for the Customer to scroll through 422 Converstions and Tickets in the Messenger window that takes up 15% of their screen.Intercom has build a ticket portal, but this is only available for Companies, not individual Customers. None of our Customers are associated with Companies. We are imminently planning to build our own Converstion and Ticket Portal using the Intercom API, but it would be much lower effort if Intercom extended their existing portal to be used by individual Customers not part of a Company.

    2
    Jennifer K
    Forum|Forum|1 year ago
    U
    User1348New Participant

    Option to filter article views and/or article reactionsSubmitted

    Can we have an option to filter article views and/or article reactions - based on user tags and/or types of users like leads, users, visitors? 

    2
    Jennifer K
    Forum|Forum|1 year ago
    D
    Darjus SaksonConnector

    users autorization from helpcenterSubmitted

    Hello, Not all companies selling products which give users some sort of access with login page. Due to that thous companies have limitation of using tickets portal or authorize users in messenger.issue a lot of leads no correct structure in contacts.Intercom can make some sort of login option prom messenger with ability create login to self service platform to ticketing platform directly from messenger window

    2
    Jennifer K
    Forum|Forum|1 year ago
    J
    Jonas NielsenNew Participant

    Change ticket state when a agent answersSubmitted

    Would be lovely, if we could set it up, so a ticket changes state automatically to ‘In process’, if it is already in a ‘Submitted’ state - or enable it via a Workflow to whichever state is desirable. 

    4
    J
    Forum|Forum|1 year ago
    S
    Svitlana SemenikhinaNew Participant

    SPAM filter adjustmentSubmitted

    It’s great that Intercom filters out SPAM automatically, but I wish there would be more flexibility to control what’s SPAM and what’s not from the side of Intercom clients as well. We have clients that are being constantly recognized as SPAM even after several time marking their emails as “Not SPAM” - this is creating super huge inconvenience.So now we have to choose between raising threshold for spam, so that client’s email will go through to inbox, that may lead to actual spam reaching the inbox OR keeping the threshold as it is and constantly checking SPAM folder. 

    2
    J
    Forum|Forum|1 year ago
    K
    Kelsea ShookNew Participant

    Ticket Types on Tickets ReportSimilar functionality

    Today, the default Tickets report can be filtered by ticket type. For an overview of Tickets metrics, there should be a chart on the default Tickets report that reports ticket type data. Could be as simple as a bar graph indicating ticket type and volume for each ticket type. This seems a lot more intuitive and high-level than filtering the entire ticket report by a single ticket type. 

    5
    K
    Forum|Forum|1 year ago
    C
    Chris McKenzie-LowNew Participant

    Show conversation in both an assigned teammate's and team's inbox, rather than just the team mate.Submitted

    Allow control over inboxes so that if I have assigned a team and a teammate to a conversation in help desk, it will show in both the teams inbox and the teammates inbox. An example of this is if we have individual customer support team members A, B and C who provide coverage for our software at different points in time based on time zones and then a development team who also operate on different time zones. If a user reports a bug, I want to be able to assign the conversation to a team but also keep myself as customer support team member "A" also assigned to the conversation so that both customer support and the development team can easily access the conversation. Currently the system will hide from the team once a teammate is assigned. I believe this is somewhat already possible with the views feature but requires multiple views to be set up for each combination of customer support + dev team. (Would require 3 “views” for each combination of A + dev team, B + dev team, C + dev team).

    1
    J
    Forum|Forum|1 year ago

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