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    Isabel MeijerNew Participant

    Delete nofollow attribute on all links to create follow links for SEO purposesArchived

    It´s it really necessary for SEO purposes to be able to delete the rel=nofollow attribute that is on all external links published in articles.This habilitates Google to crawl en follow these links and pass on authority through them, attributing this way to the organic ranking of linked pages.Example of the way it is currently:  

    3
    1 year ago
    Laura LinckeConnector

    Create Internal Knowledge Base With Internal Articles Imported From ConfluenceSubmitted

    Hey all!  I just discovered that intercom allows the possibility to have internal articles that are not visible to the users. From my understanding, this is to feed up the AI with content. The content provided can be imported from confluence as well.  So my objetive here would be to use this feature for my agents instead of just making it for the AI. I understand that we have the copilot available on chats for the agents to use, but that would be way more interesting for our team if we could use this area as a knowledge base where they could search procedures and files in order to continue the chat.  If this is not doable, other idea that could help us would to be have an internal help center that would turn into our knowledge base. 

    2
    1 year ago
    Trevor
    Innovator ✨
    TrevorInnovator ✨

    Upload Custom Emojis for Help Center & KnowledgeSubmitted

    Would love the ability to upload custom emojis for use in the Help Center, Articles, and knowledge. Use cases would include:Setting custom thumbnail emojis for our product folders and knowledge folders in the intercom interface.  Adding custom emojis in public articles to deepen customer understanding of product logos and icons. 

    0
    Trevor
    Innovator ✨
    1 year ago
    Angie WallsNew Participant

    Notifications Beyond A MentionSubmitted

    Request for this - A way for someone that is @ mentioned in a case (conversation or email) to be able to get notifications beyond the mention? For example, our support team is handling a customer questions or situation. The success manager is @ mentioned in the case for sightline and doesn't need to take over the case as the owner but would like to continue to see how the customer is responding and what happens with the case. We would rather not have to cc someone - looking for the agent to receive notification / be pinged with the customer responds for sightline. Thanks for any help! FinAI said: Unfortunately, we don't currently have a built-in feature to enable ongoing notifications for specific conversations without being the case owner. However, there's a workaround you can use. You can @mention yourself in a note on the conversation you wish to follow. This will make the conversation appear in your mentions folder, allowing you to keep track of it.If you'd like to see this feature implemented, you can upvote and comment on the feature request in our Product Wishlist. In the meantime, using @mentions is the best way to loop in teammates or teams for specific conversations.

    0
    1 year ago
    Yves-Philippe RentschNew Participant

    Ability to sync content in the knowledge hub with the help centerSubmitted

    We have linked a homepage to our knowledge hub and want to now include that information also in the help center. This is quoting the support staff I talked to not possible but it would be great if it could be done. 

    0
    1 year ago
    Karen ChinNew Participant

    Away ReasonsSubmitted

    Is there any way to make the away reason visible when reassigning a case to a teammate who is away? This way, the team will know that the reassigned teammate is away on holiday or for any other reason.For example, just like Slack. You can see why a teammate is away from the tooltip. Eg. away for meeting 🗓️ , away for holiday 🌴 and etc. It would be nice if the away reason is more visible around the app, not just the live dashboard. 

    0
    1 year ago
    Eimear MurphyNew Participant

    Ability to link Help Centre articles in Whatsapp conversationsSubmitted

    Currently the only way to send a Help Centre article to a customer over whatsapp is to attach the URL, it would be great if we could link the articles at the bottom of messages link in normal conversations

    0
    1 year ago
    KrisNew Participant

    Ability to modify user data in seriesSubmitted

    It would be extremely useful if I could modify user data as an event inside a series.

    0
    1 year ago
    KrisNew Participant

    Update user attributes in workflowsSubmitted

    It would be VERY VERY helpful if I could update user attributes in the workflows in addition to just conversation attributes. The restriction to just conversation attributes prevent me from creating more intelligent follow up series and other workflows. Users OFTEN create new conversations and when they do that, conversation attributes become useless because they are starting fresh. I have to create a complex series of tags to accomplish what would be super simple with user attributes.

    0
    1 year ago
    Thomas LochNew Participant

    Auto Follow up with User assigned to conversationSubmitted

    Currently we have follow up’s made using a workflow and find creates the follow up. We would like to be able to show the user that sent the last message as the one sending the follow up rather than Fin to make it more personalized. We are not seeing a good response to those follow ups and does look like users are disregarding the follow ups knowing that it is a bot.We think keeping it personalized and showing the user as the one sending the follow up will engage users more.

    0
    1 year ago
    James LaurieNew Participant

    Allow content suggestions to be filtered by teamSubmitted

    I’d like to be able to filter my content suggestions by the team inbox it’s pulled the suggestion from. This is especially helpful for us, since we encounter very different types of enquiries, which we’d like to review separately. /automation/fin-ai-agent/content-suggestions

    0
    1 year ago
    RossBurrowNew Participant

    Have a default Right panel layout/view for new staffSubmitted

    Our CS staff all have the right hand panel personalised to view different information. I’d like to set one as a default for new members joining the team to ensure they have all the same information visible and in a similar order. It could be helpful also if we could create custom groups of attributes for the right column, not only the default ones, for example:If I wanted to create a group of User attributes, company attributes and Qualification all in one 

    0
    1 year ago
    Lee M12New Participant

    Automatically Re-assigned tags in mentionsSubmitted

    If someone is away, they should be able to not just re-assign their emails/chats to a team/individual but also if someone is to tag them in a note, there should either be a warning that pops up saying something like ‘Bob is away today and is reassigning messages to [team]. Would you like to continue to tag Bob or ask the Team (where everyone in the Team can see the mention). 

    0
    1 year ago
    sonesuNew Participant

    Hotjar integration for allowing Intercom's iframes recordingSubmitted

    We are using Intercom as a product adoption tool for our users. Every time we deploy something new we inform the users what has changed and how to use it. Some things may be trickier than others, and we use Series with Posts and Tours, and Tooltips on the other hand, to explain all this. Followed by Surveys and Help centre articles.When we deploy a new feature, we inspect recordings in Hotjar, and this helps us to discover UX or dev problems, bugs, or improvements we need to make, also changes in explanations in the tours and tooltips that we're adding.In a recoding, the tour is not visible, as Hotjar is not able to record other domains' content through iframes, unless we add the data-hj-allow-iframe inside like this: <iframe src="https://example.com/page.html" data-hj-allow-iframe=""></iframe> and add the domains as allowed domains to record.That's not a very difficult thing to implement, if you offer something like an integration with Hotjar or something similar, so when activated, Intercom adds the data-hj-allow-iframe parameter to every iframe that is added our websiteMore info about how Hotjar tracks iframes https://help.hotjar.com/hc/en-us/articles/115011624347-Can-I-Track-iframes-Inside-Heatmaps-and-Recordings

    0
    1 year ago
    Noga FrenkelNew Participant

    Allow customization of Related ArticledSubmitted

    The Related Articles presented in an article page are automatically assigned. The association is not great, and I want to have an option to remove and add articles to this list manually if needed. 

    1
    1 year ago
    Duncan I.New Participant

    Feature Request: Custom Data Validation Rules for Intercom Ticket FieldsSubmitted

    We’re requesting a toolkit to create custom data validation rules for fields in Intercom Tickets. While the current field options are helpful, they have limitations that restrict our ability to tailor forms for specific use cases. Below are examples from our fintech cryptocurrency business to illustrate the need for enhanced flexibility and control:Current Limitations and Use Cases Number Field Enhancements: The existing ‘Number’ field only supports whole numbers. In the cryptocurrency industry, precision is critical. For example, Bitcoin values extend to 8 decimal places (e.g., 0.12345678), while other cryptocurrencies may use different decimal limits. A custom validation rule would allow us to define the precision required for each field based on the cryptocurrency in question. Transaction ID Validation: Different transaction types have unique formats and validation requirements: A Debit Transaction ID is a 9-character alphanumeric string. An ATM Transaction ID is a 12-character string starting with “1337” and ending with three alphabetic characters. Currently, there’s no way to enforce rules like these, leading to potential errors and delays in processing. Improved Date & Time Options: While the existing ‘Date & Time’ field is useful, splitting it into three distinct options—‘Date & Time,’ ‘Date,’ and ‘Time’—would significantly improve usability. For example: Sometimes we only need a date because the time is provided in a separate field. Other cases require a time but not a date, which is currently cumbersome for users. Email Validation: Adding a rule-based ‘Email’ field would ensure proper formatting (e.g., user@example.com). In cases where we need to collect multiple email addresses, having validation for comma-separated formats would streamline data collection and reduce errors. The Proposed SolutionWe are requesting a toolkit that allows us to:Create custom field types with specific data validation rules. Define constraints like length, format, prefixes, suffixes, or character types. Implement precision controls for numeric values, such as the number of decimal places allowed. Enable advanced validation for text fields (e.g., regex-based validation).Why This MattersThis functionality would empower us to build tailored forms for our customers, ensuring we collect accurate and actionable data. It would:Eliminate the need to repeatedly request new field types as requirements evolve. Enhance the customer experience by reducing confusion and errors in form submissions. Improve operational efficiency by ensuring data accuracy and consistency from the start.Example ImpactWith this feature, we could implement an ATM transaction field that accepts only values starting with "1337," a numeric field that allows 8 decimal places for Bitcoin, and an email field that validates multiple email entries in one field. These improvements would drastically reduce processing time and error rates while enabling us to use Intercom Tickets more effectively.We hope this provides a clear picture of our needs and the value such a toolkit could deliver. Please let us know if additional examples or details are needed to assist in your evaluation.Kind regards,Justin YawnOperations LeadCoinme

    0
    1 year ago
    Angel Horowitz
    Angel HorowitzActive User

    Workflows/Automations - Schedule Go Live / PauseSubmitted

    Problem to Solve:We use several workflows for things that are based on dates - holidays and all company meetings are two big examples. Currently workflows have to be set live and paused manually, which is a big headache, especially when we’re off on holidays. Examples:Phone Workflows for Holidays - We have to pause our standard workflow where the voicemail messaging is set to our standard VM and then set the holiday one live where it has different messaging outlining verbiage for the holiday.  Automated Response (Customer Sends Any Message) - We have to do the same thing for our standard auto-response for chats that says when we’re out of office and pause that for the holiday, then set the one live that has the holiday messaging. Those are just two examples, but there are several use cases of how this would come in handy and make things much more efficient.  Suggestion:Similar to the Proactive Support Settings, add the option for when to start sending and stop sending, with both the date and time options:  

    2
    1 year ago
    Darjus SaksonConnector

    workflow-> office hours or agent status as a triger for workflowSubmitted

    hello, have an idea to create trigger which will be triggered in workflow based on office hours(time condition) and based on agents status- as example new status away and unassign. We are working in 2 shifts and we want to stop tickets solution when one shift is finished tickets should be reassigned.And i think that so advanced AI based platform it should be done based on triggers not manually.

    1
    1 year ago
    Duncan I.New Participant

    Feature Request: Workflow/Channel Level Rate Limits for Fin UsageSubmitted

    We are requesting a feature enhancement to enable workflow/channel level rate limits for Fin usage. This functionality would provide greater control over expenditures while empowering teams to expand Fin's application confidently across more workflows.Proposed Functionality 1. Workflow-Specific Spending Limits:Allow organizations to set monthly expenditure limits for Fin usage at the workflow and/or channel level. When a workflow or channel reaches its limit, the system should automatically transition to an alternative process that does not incur per-use costs.2. Alerts and Notifications:Provide configurable alerts as workflows approach their Fin usage limits, with thresholds (e.g., 80%, 90%). Notify designated stakeholders to ensure proactive monitoring and decision-making.3. Flexibility for Adjustments:Enable teams to adjust workflow-specific limits or reallocate resources both before and after the rollover occurs. Provide detailed usage data and projections to support informed adjustments.RationaleThis feature would significantly enhance our ability to manage Fin usage costs while maximizing its utility. By implementing workflow-level rate limits, we would:Gain confidence in using Fin across more workflows, knowing that expenditures are controlled. Maintain operational continuity by transitioning to predefined workflows when limits are reached, avoiding interruptions. Improve budget predictability and reduce unexpected overages.Example Use CaseSuppose we allocate $2,000 per month for Fin usage within a specific workflow, such as email responses. Once that limit is reached, the system could automatically shift to a backup workflow that avoids Fin usage, ensuring continued service. Alerts at 80% and 90% of the limit would enable us to proactively make adjustments, such as increasing the budget or modifying the workflow.Expanding this capability to other workflows where Fin is added would encourage broader adoption, allowing us to leverage Fin’s capabilities more effectively while maintaining financial control.We believe this enhancement would provide significant value by fostering confidence in Fin’s scalability across workflows, improving budget management, and ensuring seamless customer service.Thank you for considering this request. Please let us know if additional details or use cases would be helpful.Kindly,Justin YawnOperations LeadCoinme

    0
    1 year ago
    Valerio ChangNew Participant

    Can the time stamp of the chat message to be displayed in the messenger?Submitted

    For the user’s view - Would it be possible to add timestamps to the individual messages in the support chat?

    0
    1 year ago
    Trevor
    Innovator ✨
    TrevorInnovator ✨

    First Response Time Breakdown Custom ReportSubmitted

    In the new Responsiveness report, we are losing a really great table called “First Response Time Breakdown.”This is a great tool my team uses to track and set goals on getting customers first responses in certain time intervals. And we’ve used this particular table over the years to do that. With the new reports, we don’t have a way to segment by these time intervals. So we’d need a new “Segment by” field that would be something like “First Response Window,” which would segment our first response time data, by these time intervals. I would hate to see the legacy report fully go without getting this same report in the new or custom reporting tools. Thanks intercom team!

    0
    Trevor
    Innovator ✨
    1 year ago
    BRETT ELLIOTTNew Participant

    Cloned Vioce Conversation PromptPlanned

    Hi There,Can I offer something to take Finn to the next level, and really get your cusotmers excited!I think voice command must be the future of live-chat. If the Finn widget could include the option to offer a ‘Voice’ response as an option. For example the visitor could tap a speaker button to ask question by voice, and get audio responses.For example, you could use an integration with https://elevenlabs.io/app/speech-synthesis/text-to-speech to give Intercom customer the option to set up ‘Cloned Voice’Then you could even offer website visitors the opportunity to converse with the voice of the Founder, or creator of the companies products, who could talk virtually with customers just as if they were talking directly to the real person.I feel this could really help conversion on your customers websites, as trust and customer service is everything, and this could potentially increase your overall business. Here’s hoping!CheersBrett 

    3
    1 year ago
    Nate E.
    Nate E.Connector

    Flag for coachingSubmitted

    I would love to see an option on the Details screen that would allow someone with a certain group profile setting flag a conversation as “Needs Coaching” or “Quality Review” or something to that effect (customizable based on the needs). This could be something that would not be visible to the front-line reps. The situational usage of this would be if someone who is not the direct manager of a front-line rep reviews a conversation and has a concern (for instance a Vendor Manager or QPM see a conversation handled by a BPO partner and want to make sure leadership at the BPO or the QA team there are alerted), they could check a box, add a note and the team would get an alert, but the front-line rep would not see this. ​@Gerald Prado ​@Arlene Trompczynski 

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

    Alert an individual (or group) via workflow when conversation is taggedSubmitted

    I would love to see an enhancement added that allows notifications to be created (defined via a workflow) when certain tags are used on a conversation. For instance, if a convo is tagged as “Abusive Customer” it could alert a certain Ops team for review, if it is tagged as “Outstanding Response” it could alert the Quality team, or another tag could just specifically alert an individual person. ​@Gerald Prado 

    0
    Nate E.
    1 year ago
    Fabio SeminarioNew Participant

    Feature request - Custom audio alertsSubmitted

    Hi, I would like to suggest allowing custom audio alerts/notifications on intercom. Currently I feel only one of the options is loud enough to suitably grab my attention but it also happens to be quite piercing of a sound. Would love it if we could supply our own audio files to be used or just a wider selection of alerts. Thank you

    4
    1 year ago
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