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    3155 Ideas

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    triplogjamesNew Participant

    Add mentions to dataset exportSubmitted

    Would like to be able to export the mentions that include employees mentioning other employees in their notes so we can see our support leads responses.

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    Forum|Forum|1 month ago
    Daniel Acevedo
    Daniel AcevedoNew Participant

    Allow admins to customise conversation event visibility by teamSubmitted

    Conversation events in the Inbox are currently very cluttered, especially when a conversation has several workflow actions running in the background. Many teams do not need to see every workflow trigger or backend event. In most cases, frontline teams only need the key events, such as who the conversation was assigned to, when it was reassigned and who closed it.It would be really useful to have a setting similar to the sidebar layout, but for conversation events. Admins could choose which event types are visible for each team or role, for example:- Assignment and reassignment- Conversation opened, snoozed or closed- Teammate who closed the conversation- Workflow triggers and actions- SLA or routing events- Other backend or system eventsAdmins should still be able to see every event, and the same visibility could be enabled for teams that work on workflows, reporting or other backend processes. Frontline teams could then have a much cleaner view with only the events relevant to their day-to-day work.Ideally, this could be managed per team, with a workspace default as a fallback. This would make conversations easier to follow, reduce noise in the Inbox and help each team focus on the information they actually need.

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    Daniel Acevedo
    Forum|Forum|1 month ago
    Nikki McLaughlin
    Nikki McLaughlinActive User

    Add LOCK Button to Testing Fin FeatureSubmitted

    First, I absolutely LOVE that we can test Fin before implementing changes in Production. This feature has been incredibly valuable and has made us much more confident in the quality of what we're deploying.One enhancement that would make the testing workflow even better would be the ability to lock completed test results.We've gone from training one or two people to training multiple support teams across two products. As a multi-brand company, we frequently update audiences and rerun answers during testing. The challenge is that if a batch has already been graded and comments have been added, rerunning the answers wipes out all of that work.A simple Lock/Unlock option for completed batches would help preserve grading and comments while still allowing teams to intentionally unlock a batch if they need to rerun or regrade it. I think this would be especially valuable for organizations that have multiple teams collaborating on testing.I also wanted to mention what appears to be a performance issue with the testing workspace.Even when working by myself, I noticed the server struggling to keep up after uploading eight batches. Yesterday, we had six team members testing simultaneously, and the grading functionality stopped working altogether—we could no longer mark responses as Good, Acceptable, or Poor, nor could we add comments. By this morning, everything was working normally again.For now, I'm planning to have our team stagger their testing sessions, but it may be worth investigating whether there are concurrency or capacity limitations in the testing environment. As more customers begin using the testing feature with larger teams, I could see this becoming a common challenge.Overall, we're really excited about this feature. These are just a couple of improvements that I think would make an already great testing experience even better.

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    Nikki McLaughlin
    Forum|Forum|1 month ago
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    Nikolas HallstromNew Participant

    Separate notification for when a conversation/ticket is assigned to meSubmitted

    Right now, assignment desktop/mobile/email notifications are bundled with general conversation activity notifications. It would be helpful to have a separate notification specifically for when a conversation is assigned to me.This would improve visibility so teammates can immediately see when they’ve been assigned a new conversation without needing to be @mentioned in every case. A standalone “conversation assigned to me” notification would make assignment alerts clearer and more intentional.

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    Forum|Forum|1 month ago
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    Venn VillanuevaNew Participant

    Add channel feature on All conversations tab and on SearchSubmitted

    It would be great if we can have a channel filter in All conversation tab or on Search as it allows the Admins and Team leads to filter conversations for each channel types.

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    Forum|Forum|1 month ago
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    Venn VillanuevaNew Participant

    Add Brand name on default subject in Phone conversationsSubmitted

    Currently, when agents sends an email to the customer from Phone conversation, the subject line is defaulted to Re: Inbound phone call and there’s no way to edit that. It’s either we’ll have the ability to change the conversation channel from Phone to Email as posted here: https://community.intercom.com/ideas/the-ability-to-manually-change-the-conversation-channel-7503 Or add the Brand name on the default subject line, so it would be like this instead. Re: Inbound Phone call with XYZ Brand. Ideally, there’s also a 3rd option, which is to have the ability to set the Subject line on Phone conversation since we have the built-in Subject field in place. 

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    Forum|Forum|1 month ago
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    Venn VillanuevaNew Participant

    Display Channel Badge Beside Customer Name in InboxSubmitted

    It would be helpful to display a channel badge (e.g., Phone, Email, SMS, WhatsApp) beside the customer's name in the Inbox conversation list. This would allow agents to instantly identify the conversation channel without opening the conversation, making triaging faster and more efficient for omni-channel support teams. SampleThe icon should reflect the channel used to initiate the conversation, such as:📞 Phone ✉️ Email 💬 SMS 🟢 WhatsApp 💻 Messenger 🌐 Web ChatWhy This Would Help?This small UI improvement would make a significant difference for teams handling omnichannel support.Benefits include:Instantly identify the conversation channel Faster triaging Fewer unnecessary clicks Easier prioritization (for example, phone interactions) Better visibility in shared inboxes Improved efficiency for high-volume support teamsSince Intercom already knows the conversation channel internally, surfacing that metadata in the Inbox would greatly improve usability without changing existing workflows.

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    Forum|Forum|1 month ago
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    Ana BahrConnector

    Find an article by article IDSubmitted

    We have a fairly large set of Help Center and Training docs. There are times when it would be helpful to be able to search Intercom for content based on the article ID in the URL. Today, I had a colleague suggest changes to an existing article, and because both training and the help center had similarly named articles, I had trouble finding the correct one. 

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    Forum|Forum|1 month ago
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    Joel HanleyNew Participant

    Better Salesforce App Login IntegrationSubmitted

    There are times where we need to logout and back into our Salesforce integration. We have not been able to find a way to do this with the in product app without uninstalling and reinstalling. This also means having to reconfigure EVERYTHING. This is a bad experience. Being able to leave the settings and simply change the login/user would be a big help.

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    Forum|Forum|1 month ago
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    Sofia MaconiNew Participant

    Monitors + Scorecards feature requestsSubmitted

    Ability to re-evaluate conversations when re-opened and re-closed. When a conversation is re-opened, it should be removed from the monitor and re-added when closed again. Making rating reasons available in reporting so we can filter on them. In addition to this, making rating reasons attached to specific rating options. For example, if I have a “Resolved” rating option, I can then attach specific reasons for the “Resolved” option like “Explicit Confirmation” and “Procedure completed” that would only be selected if the AI Scorer selected Resolved. Different rating options per scorecard on a shared criteria so we can tailor rating options to Fin or human agents accordingly. Ability to score both Fin + human agents using a single monitor + scorecard. Being able to display or filter on more attribute columns in the monitor view. Being able to see scoring details in the drill-in views from reports (instead of only from the monitors page)

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    Forum|Forum|1 month ago
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    Giuseppe LeoniNew Participant

    Add more "Sent as" options for "News"Submitted

    Currently, when setting up News, you only have the option to send them as a badge.I’d like to have the option to send them as a snippet, like it happens for chats.This is currently blocking me and my team to use News as a feature for product updates.

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    Forum|Forum|1 month ago
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    david lyonsNew Participant

    Add a response delay setting for Fin on all plans, including BasicSubmitted

    On the Basic plan there is no way to delay Fin's replies. No Workflows, no wait timer. It's instant response or off entirely. Simple automations offer a 2-minute delay, but only on the first Messenger message during office hours. There is no delay option for email or for ongoing conversations, which is where the clash actually happens.The problem: I'm on the phone with a customer, they email support during the call, and Fin replies before I can even start typing, sometimes contradicting what I've just agreed with them verbally. Two conflicting answers from one company. The "send a message first to claim the conversation" workaround doesn't work, Fin is always faster.This makes Basic self-defeating. With no control over when Fin engages, the rational move is to switch it off. And a customer who has turned Fin off never upgrades to Advanced for Workflows. You lose the upgrade path.The ask: a simple "wait X minutes before Fin responds" setting on all plans. If a teammate replies in that window, Fin stands down. One timer field would make Fin usable for exactly the small teams Basic is aimed at.

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    Forum|Forum|1 month ago
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    Sam ScherNew Participant

    Don't automatically reopen resolved tickets on customer replySubmitted

    When a ticket is marked Resolved, it should remain resolved unless an agent decides it needs to be reopened. A customer replying doesn't automatically mean the original issue is unresolved. They may simply say thank you, ask where the fix was made, or ask how to use the solution. The previous behavior, where only Waiting on Customer tickets automatically returned to In Progress, more accurately reflected the status of the issue. Automatically reopening resolved tickets makes the ticket status less accurate and creates unnecessary work. This behavior should be configurable so each workspace can choose the workflow that best fits its support process.

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    Forum|Forum|1 month ago
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    Jose DelgadoNew Participant

    Test callsSubmitted

    There should be a way to test calls to the active agents, in case they are having issues with their accessories, internet connection, etc.

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    Forum|Forum|1 month ago
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    Zach FortinNew Participant

    Assign Fin to Chats via WorkflowsSubmitted

    We love being able to tag Fin back into a chat if needed. However, it would be great if we could also assign Fin to the chat automatically via workflows. Currently, we can assign Fin manually on a chat level, but we can’t within workflows as seen below.  This forces teammates to manually reassign Fin and trigger the reusable workflow to make sure the chat is moved back to Fin’s inbox. If not, Fin chats remain in our active, agent chat inbox. We prefer to keep these chats separate. 

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    Forum|Forum|1 month ago
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    Anna AllenNew Participant

    Add "edit article" option to articles (for use by admins)Submitted

    It’d be great if when I am viewing an Intercom article and I realize I need to update something, I had an option to edit the article directly from the article. (Just a link from the view article page to the edit article page I mean.)It takes a few steps to go from viewing an article and realizing you need to make an edit to opening Intercom, going to articles, searching for the article, and opening it. Adding an “edit article” button of some sort that would only appear to admin users would save some time.

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    Nathan Sudds
    Forum|Forum|1 month ago
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    Nate YarbroughNew Participant

    Trigger workflow when conversation is assigned to inbox (by teammate OR workflow)Submitted

    I’d love to trigger a Workflow any time a conversation is assigned to a specific inbox, regardless of whether the assignment was done by a teammate or another Workflow.Currently, this is already possible when a teammate assigns a conversation to an in box, but not when a workflow assigns a conversation to an inbox.

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    Forum|Forum|1 month ago
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    Ana BahrConnector

    Reorganize table rows.Submitted

    I use large tables for field definitions. In some cases I find I need to reorganize the table rows or columns after a table is created and filled in. The only way to accomplish that today is to create a new row where you need it, copy the contents of the original row to the new row, then delete the old row. In other authoring software, I have been able to drag and drop rows into a new position or right-click on a row and select “Move up” or “Move down”. It would be super helpful if you added this functionality. 

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    Forum|Forum|1 month ago
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    Michele BossartNew Participant

    A better distinction between chats and emails and phone callsSubmitted

    We have team members who are assigned to different areas of customer inbound conversations. Some are assigned to messenger, some to phone and some to email. Please give us a better distinction on what each conversation is to help our reps prioritize their area. 

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    Forum|Forum|1 month ago
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    Michele BossartNew Participant

    Let customers close conversations on their own in MessengerSubmitted

    We would love a way for our customers to close messages on their own.  Case in point: A customer starts a message in our software, requests a human and then decides to call in. The current chat remains open while our reps are trying to ask are you still there and waiting for the customer to respond. This takes up a spot in the reps limit and makes busy work. There is no reason a customer can’t close a chat, that I can see.Our customers are messaging us to let them close the chat as a feature request, so we’re passing it on to Fin. 😉

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    Forum|Forum|1 month ago
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    TejasHTBNew Participant

    Dynamically notify the admin of the conversation in notesSubmitted

    It would be nice to allow intercom to let the workflow be configured such that it can notify the admin who is assigned to the conversation. Possible use case: When using Before SLA Breach (NRT), we’d like to notify the admin that is assigned with the conversation that the NRT is about to be breached.  Something like below:  However, by doing so as above it doesn’t render the admin tag. 

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    Forum|Forum|1 month ago
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    Evie LynchNew Participant

    Feature request: let Fin add a colleague into a conversation and continue it over emailSubmitted

    When Fin identifies that a conversation needs a specific person, I want it to be able to add that person into the conversation directly, with the thread continuing over email outside of Intercom. Fin makes the introduction, the customer and my colleague are both on the thread, and they carry on together from there.Think of it as Fin brokering a warm handoff: "I've looped in Hannah from our team, she'll take it from here" and from that point it's a normal email thread between the lead and Hannah, with the conversation history attached.Our use caseNew business leads come through Fin on our help centre. We've set up a procedure so Fin collects the lead's name, email and company. The person who follows up is a BDR who works out of email, not Intercom.What we want is simple: Fin finishes qualifying, adds the BDR into the conversation, and the whole thing continues as an email thread between the lead and the BDR. No copy-pasting details, no relay through another team, no dead end where the lead is told "someone will be in touch."Today that handoff isn't possible. Conversations can only be assigned or mentioned inside Intercom, and notifications only reach Slack channels or Intercom users. The conversation can't leave the platform with a new human participant on it.What we're not asking forNot Fin for Sales. Our account manager has already advised our inbound lead volume doesn't justify setting it up, and we agree. This isn't a qualification or playbook problem, it's a handoff problem, and it applies beyond sales: finance, legal, and partner contacts all sit outside Intercom too. Not a notification. An FYI email about the conversation still leaves the lead sitting in a closed chat. We want the person added into the conversation so it continues with them on it.

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    Forum|Forum|1 month ago
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    Melissa MontesNew Participant

    Archive Functionality for All Knowledge Content TypesSubmitted

    Today, Knowledge Base articles can only be “archived” by unpublishing them or removing them from Help Center collections while preserving the content for future use. However, similar functionality does not exist for other Knowledge content types such as Internal Articles and Snippets.As content libraries mature, teams often need to retain outdated, seasonal, superseded, or no-longer-active content for compliance, historical reference, or potential future reuse. Without an archive capability, organizations must either delete content permanently or manually create and maintain archive folders, which can become difficult to manage at scale.Request:Introduce an Archive feature for all Knowledge content types, including Articles, Internal Articles, and Snippets.Archived content should:Remain stored in Intercom. Be excluded from customer-facing experiences and AI tools (Fin/Copilot). Be restorable at any time. Be automatically moved to a dedicated Archived folder or section.

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    Forum|Forum|1 month ago
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    Gerald PradoActive User

    Manage team member conversation assignment limits by ChannelIn Beta

    Currently we can set assignment limits to our team members based on the Inbox, but we cannot do it by Channel. Ideally, we would like an additional control option to set capacity limits by channel. Also worth noting that currently, if you’re on a call you will not be assigned a Chat, but if you’re assigned Chat’s you can be assigned a phone call. As an example, if we have someone working on multiple Chat interactions, we do not want them to then be assigned a Phone Call. In this same instance we could want the ability to set a larger number of email assignments to a team member and would want to limit the number of Chat conversations they are assigned simultaneously.  Doing this could help us prevent live channel interactions that step over each other like in the case of a chat being assigned while the team member is on a phone call.  

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    Forum|Forum|1 month ago
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    Veronika PNew Participant

    Filter by Linear ticket IDSubmitted

    We use Linear in our tech team, and we link Intercom conversations to the related Linear tickets.It would be so great if it was possible to filter conversations by Linear ticket ID directly in Intercom dashboard!

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    Forum|Forum|1 month ago

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