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🎅 How to prepare your Fin AI Agent for Christmas 🎅

16 days ago

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2 years ago

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FelixKNew Participant

Number of conversations per userSubmitted

Hej,I want to extract the number of conversations a user had.I don’t want to make API calls for that.Best,Felix

1 month ago

fatiaNew Participant

Send WhatsApp templates via the mobile appSubmitted

The mobile app needs to support sending WhatsApp templates. This is highly important because inbound conversations over the weekend get stuck with no response as on call teams cannot send templates to those closed WhatsApp windows.

1 month ago

Ditte KoustrupNew Participant

Auto-assign tickets upon side conversation creationSubmitted

It would be incredibly helpful if a ticket were automatically assigned to an agent the moment they initiate a side conversation.Our team relies heavily on side conversations, but currently, if an agent creates one without taking any other action, the ticket remains unassigned.Adding this automation would significantly streamline our workflow and ensure tickets don't fall through the cracks.

1 month ago

Clément JamardNew Participant

Drag and drop recipients between To, Cc, and Bcc fieldsSubmitted

It would be incredibly useful if Intercom allowed agents to drag and drop recipients between the To, Cc, and Bcc fields when composing an email reply.Today, moving a recipient from one field to another requires removing them, searching for their email address again (or copying and pasting it), and re-adding them to the desired field. This is a small but frequent friction point for teams that primarily communicate via email.A common workflow for us is when our Customer Success team forwards a customer request to Support. When replying, we often need to make the customer the primary recipient (To) while moving the CSM to Cc so they stay informed. With multiple recipients, this becomes unnecessarily time-consuming.Instead, recipients should behave like draggable “chips” that can simply be moved between the To, Cc, and Bcc sections.Benefits:Faster email composition. Fewer manual copy/paste or search operations. Reduced risk of sending a reply to the wrong primary recipient. More intuitive handling of forwarded conversations and multi-recipient support workflows.This would be a small UX improvement but would save our support team time every day, especially when handling email conversations involving Customer Success, customers, and multiple stakeholders.

1 month ago

Thales LopesNew Participant

Improvement Suggestion — Adding Sector as a Criterion for Audience RulesSubmitted

I’d like to report a potential improvement regarding the Audience configuration.Recently, we expanded the operation to other products. Given this scenario, managing the materials now requires more robust audience rules to prevent content related to other products from being incorrectly used in ERP support interactions, and vice versa.After reviewing the current Audience configuration, I noticed that it is not yet possible to use the Sector attributes we created for chat classification as a rule criterion. These attributes are currently essential for correctly routing each interaction to the appropriate Fin configuration and, consequently, to the support team responsible for the respective product.If we could use Sector as a condition in Audience rules, we would be able to segment customers and materials more precisely according to each product. In addition, this configuration would make future maintenance and adjustments much easier, as we could focus corrections and improvements on each sector's specific prompt, without having to revise broader audience rules.Given this need, we would like to request the addition of Sector as an available criterion when creating Audience rules. We believe this improvement would help ensure more accurate material segmentation, prevent inappropriate content from being used across different products, and make it easier to manage and continuously improve Fin.

1 month ago

Nick ReshatoffNew Participant

Allow us to turn off Smart repliesSubmitted

Allow us to turn off smart replies since its defaulting to propose one same used macro for all conversations that are opened. This is very disruptive and does not seem to be a true “smart reply” since its proposing the same reply across multiple different topics. Please let us turn it off.

1 month ago

Nick ReshatoffNew Participant

Allow setting default conversation channel to Email or something else in settings rather than just ChatSubmitted

Our team works primarily via email and does not use in‑app chat. When creating a new conversation, the composer currently defaults to Chat, which requires manually switching to Email each time. It would be helpful if there was a workspace setting to set the default channel to Email when starting a new conversation from the Inbox. This would save time and reduce mistakes when messaging users who are not yet in our Contacts.

1 month ago

Matej BosnjakConnector

Expose quoted/forwarded email thread content via the public REST APISubmitted

Hi Intercom team,When a customer replies to an outbound email and includes a quoted or forwarded email thread, that content is currently only accessible via a private Ember endpoint and is not returned by GET /conversations/{conversation_id}.For teams building automation or AI on top of the Intercom API, this is a significant blind spot. The quoted thread often contains the most relevant context - original invoices, prior correspondence, or forwarded messages from third parties.What we are asking for: Expose the quoted/forwarded email body content as part of the conversation parts response in the public REST API, either inline or as a separate field on the relevant conversation part.Use case: AI billing support agent that needs to read the full case context, including any email history the customer has included in their reply, in order to classify and respond accurately.Connected community thread: We would love to see this prioritised and are happy to provide further details or test any beta implementation.Best regards,Matej Bosnjakreev

1 month ago

Unai FernandezNew Participant

Hide Article Dates in Help Center.Submitted

Currently, Help Center articles always display their publication or update date, and there is no configuration option to hide this information.For many companies, especially those using Help Center content as evergreen documentation, displaying the article date can create the perception that the content is outdated, even when the information is accurate and regularly maintained.We would like the Help Center to include a configurable setting that allows administrators to:• Show or hide article publication dates.• Show or hide last updated dates.• Configure this setting globally for the entire Help Center.This would give companies more flexibility in how they present their knowledge base and help maintain customer confidence in the accuracy of published content.Use case:Our customers sometimes assume that an article is no longer valid simply because they see an older date, even when the content is still correct and actively maintained. Being able to hide the date would improve the user experience and reduce confusion.Thank you for considering this enhancement.

1 month ago

KJB123New Participant

Open all conversations from "drill in" reportSubmitted

Many times a day I pull reports that populate a number of conversations. I need to open all of these to review. I can either right click > open on each ticket ID, or use the “launch” arrow, but this directs me off the page, and its a pain to go back and forth 20+ times. I would like a check box down the left-hand side - with a “select all” option, so I can bulk open all of them as separate tabs. This would save me time and effort.

1 month ago

Abegail DelmarNew Participant

Inbox auto-scrolls to the bottom of the queue after replyingSubmitted

Recently, I noticed that when replying to a conversation in the Inbox queue, the page automatically scrolls to the bottom of the selected sorting view (e.g. Waiting since).I understand that when I or a teammate replies, the conversation moves to the bottom of the sorted list. However, previously, sending a reply did not automatically take me to the bottom page.This new interface makes it hard to scroll back up to the next oldest conversation in the queue, especially when managing a high volume of conversations.Is this an intentional change in the recent Inbox update? If possible, could the view remain at the current position after sending a reply, so we can continue working through the queue more efficiently? Or add a toggle at the top that lets people choose which interface they prefer.

1 month ago

Lauren GildeaNew Participant

Support setting Date & Time conversation data attributes via macrosSubmitted

Summary: Allow macros to set Date & Time conversation data attributes (CvDAs), with the ability to insert the current date/time at the moment the macro is applied.Current behavior: When adding a "Set conversation data attribute" action to a macro, Date & Time attributes appear in red and cannot be saved. This is a known product limitation that also affects workflow steps.Desired behavior: Macros should support setting Date & Time attributes, with at minimum one dynamic value option: "Current date/time" — automatically populated with the timestamp at the moment the macro is run by a teammate.Use case: We use a "QA Resolved" macro to mark conversations as resolved via the ai_event_resolution_status attribute. We also want to automatically record when that resolution occurred using an ai_event_resolution_date attribute, without requiring teammates to manually enter a date or rely on an external API/webhook setup.This pattern — stamping a date when a specific status is set — is a common support operations need for QA tracking, SLA measurement, and reporting.Why this matters :Without this capability, teams must either:Build and maintain an external API/Data Connector integration just to capture a timestamp, or Forgo date-based reporting on key operational events entirelyNative support for "current date/time" as a macro action value would unlock meaningful reporting with no additional infrastructure.Workaround currently in use: None — the attribute type is blocked at the macro editor level. We manually set the date.

1 month ago

RemyNew Participant

Revert Inbox Sorting ChangeSubmitted

Please revert the recent change made to the sorting UX in the Inbox. Previously, we were able to sort Open conversations by Ascending based on Last Activity, and sort Closed conversations by Descending based on Last Activity. This makes sense as it allows us to see and respond to open tickets that came in first, while also allowing us to easily view recently closed tickets. Now, if I sort Open conversations by Ascending, when I go to Closed conversations, it shows me tickets from 7 years ago, which is not helpful at all. Having to toggle between Ascending and Descending each time is unproductive. Please revert the change as there was nothing wrong with the previous sorting structure.

1 month ago

Earnest Research AdministratorNew Participant

Please support Sendspark for embedding videosSubmitted

Got it — you’re looking to embed SendSpark videos into webpages/articles.Right now, our editor only supports embedding videos from specific providers. The supported options include:YouTube Vimeo Wistia Loom StreamIO Brightcove Synthesia JW PlayerSendSpark isn’t currently one of the supported video embed sources, so its videos can’t be embedded directly using the video embed tool.If you’d like to request this capability, you can submit or upvote the idea here:https://community.intercom.com/ideas

1 month ago

Emmanuel LatorreNew Participant

Track which conversations or tickets had an article sent and which oneSubmitted

Track which conversations or tickets had an article sent and which oneReport on articles sent as well as individual tickets for QA purposes

1 month ago

Emmanuel LatorreNew Participant

Add detailed Knowledgebase Article View ReportingSubmitted

Add detailed reporting for article views:Which users viewed which articles and during a specific range Same data above by company Track internal and help center views Show views also aggregated by collection and subcollection

1 month ago

LiveLongAndPatrickNew Participant

Support Procedures on Slack ConversationsSubmitted

Our team uses tons of slack channels for communication with customers, so it would be excellent if Procedures triggered on Slack conversations. They have been really impactful to help with troubleshooting and resolution rate, but since they aren’t supported on slack convos, we are hitting a plateau.

1 month ago

Jessie WalshNew Participant

Re: Conversation details now carry over to new tickets product updateSubmitted

The new BO ticket auto-fill behavior appears to rename tickets and pre-populate fields in ways that are often unhelpful for manual support workflows.In this case, it filled fields that are usually left at defaults, but did not help with the fields the agent actually needed to complete.The bigger issue is that there seems to be no admin control to disable or limit the feature, which makes it hard to prevent confusing or noisy results. For our team, this would likely create confusion in most BO tickets rather than save time.Suggested ask: please add admin-level controls for this feature, ideally separate toggles for auto-renaming and auto-filling, plus the ability to scope it by ticket type or form. If full disable is not possible, a safer fallback would be to only suggest high-confidence values, rather than automatically applying changes to titles and default fields.

1 month ago

Melissa MontesNew Participant

Draft Mode with Version History for Internal ArticlesSubmitted

I’d like to submit a request to Add the ability for internal articles to support a Draft Mode while maintaining a comprehensive version history of all published changes. Requested Functionalites: Ability to create a draft version of an existing published article. Continue displaying the current published version while edits are being made. Save draft changes without impacting the live article. Publication WorkflowsPublish the draft when ready. Automatically replace the live version with the newly approved version. Optionally support review and approval workflows prior to publishing.Version History & Change TrackingMaintain a complete history of every published version, including:Version number (v1.0, v1.1, v2.0, etc.) Publication date Author/editor who published the change Summary of changes made Ability to compare versions side-by-side Ability to restore a previous version

1 month ago

Melissa MontesNew Participant

Draft Mode with Version History for Internal ArticlesSubmitted

1 month ago

Joanne AltenbokumNew Participant

CSAT Workflow OptimizationSubmitted

Currently, CSAT is sent after every completed conversation. However, this is unfortunately too frequent.We need the option to automatically send CSAT only after every second conversation, for example. This would help prevent customers from feeling annoyed by receiving the survey too frequently.At the moment, the only ways to block CSAT are by using a tag, an advanced workflow, or a macro. However, this requires the employee to make the decision manually, which creates too much additional effort.

1 month ago

James MillerConnector

Allow users to set SEO dataSubmitted

Hi, There is very limited control over what SEO settings a user can access, in the article linked below it says Meta Descriptions are generated automatically, which I’m afraid is not working well. The meta description on my KB is set to our company name, this isn’t great, we should have the ability to manage our own SEO, this is a standard feature I’d expect to be supported. <meta name="description" content="Company name" data-next-head=""/> I suggest Intercom provide better functionality for users maintaining their own SEO.

1 month ago

BryanNew Participant

Let fin use previous conversations with the same customerSubmitted

I would like it when fin can use the previous conversations with the same customer and can continue with that same topic if needed. So the customer can ask follow up questions and Fin “remembers” that conversation with that customer.

1 month ago

Michael StrebNew Participant

If an email arrives as spam, then unmarked as spam, them email should follow the workflows instead of Fin replying.Submitted

If an email comes in and is automatically marked spam that isn’t spam, we mark it not spam. From there, it should follow the workflows that we have setup, but doesn’t. We have emails that are sent to a specific email address that just need routed to that team inbox (things like notifications from a tax agency that a return was processed), Fin never is to get involved. But, if one of those emails arrives marked spam, and is manually unmarked as spam, Fin replies to it and there are no workarounds to prevent that. It either needs to follow the workflows or do nothing so it can manually be handled.

1 month ago

Jennifer BedardActive User

Prevent assignment changes from reopening conversationsSubmitted

Currently, if you send and close an outbound message, then update the teammate assignment to unassigned, the conversation reopens and then immediately reassigns to a new teammate round robin. Similar to the new setting option that prevents internal notes from reopening a snoozed conversation, we want to ensure that a teammate actioning on an assignment does not reopen a closed conversation.

1 month ago

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