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    Idea Pipeline

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    3167 Ideas

    N
    Nicole WendlerNew Participant

    Links from Help Center article opening in new tabSubmitted

    I’d love to have the ability to make links within an article opening in a new tab since everything else is disrupting the information flow pretty much. I assume this is a standard functionality that should hopefully not be too hard to implement :) 

    2
    Michaela Hone
    Forum|Forum|1 year ago
    M
    MerNew Participant

    When will smart suggestions (articles) be made available for NON-English articles? We operate mainly in Spanish.Similar functionality

    When will smart suggestions (articles) be made available for NON-English articles? We operate mainly in Spanish.

    5
    Michaela Hone
    Forum|Forum|1 year ago
    J
    Juan A12New Participant

    Hello, when will be the feature to send outbound WhatsApp messages.Released

    Hello, when will be the feature to send outbound WhatsApp messages. Thanks

    4
    Michaela Hone
    Forum|Forum|1 year ago
    S
    Innovator ✨
    sharleenInnovator ✨

    I would like to be able to track which conversations the resolution bot did not find an answer to.Similar functionality

    I would like to be able to track which conversations the resolution bot did not find an answer to. Could you please add the feature to the Resolution Bot Behavior that would allow me to set a conversation data attribute value based on a) answer was presented but conversation was routed to team, b) no answer was presented and conversation was routed to team, and c) answer was presented and conversation was closed.Note that the ability to set these fields exists within a resolution bot answer, and within the custom bots, but not within the resolution bot behaviors. thanks

    3
    Michaela Hone
    Forum|Forum|1 year ago
    J
    Jonathan MarbuttNew Participant

    Need a way to see all attachments from a UserSubmitted

    When viewing a user, it would be nice to view all attachments for that user. 

    3
    J
    Forum|Forum|1 year ago
    Nate E.
    Nate E.Connector

    Add Voice Comments to phone CSATSubmitted

    I would like to see an option to add voice comments after a CSAT survey for phone calls. This can technically be done by sending to voicemail but that adds additional steps and doesn’t automatically connect the message to the survey. ​@Gerald Prado 

    2
    Jennifer K
    Forum|Forum|1 year ago
    N
    NikiNew Participant

    Allow access to more granular SLA countdownsSubmitted

    Currently, SLA countdowns display as rounded months, rounded days (if <1 month left), rounded hours (only if <1 day left), or rounded minutes (only if <1 hour left). We’d like for a way to customize, toggle, or even hover over the countdowns for a more granular understanding of how much time we have left.For example, a teammate might have multiple tickets in their inbox that display a “1 day” SLA countdown. However, it’s hard to tell how much more time (in hours) one ticket has left over another.  On a similar vein, it’d be helpful if we could customize when the SLA countdowns turn yellow/orange to signal a nearing deadline (currently changes at the 5 minute mark). Teams working on more complex user communications might need closer to 10-15 minutes to prep an intermediate touchpoint. 

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

    actions in customer ticket based on event in tracker ticketSubmitted

    It would be good to have option to create a workflow that would change the status in the customer ticket when some event happens in the tracker ticket. For example, if you have linked Jira task to a tracker ticket, and there is a workflow that changes the tracker ticket status when the status s changing in Jira, but there is no option to change the linked customer ticket status.No sense in linking if you can not use tracker ticket info in the customer ticket.

    2
    Jennifer K
    Forum|Forum|1 year ago
    A
    Amy SparentNew Participant

    Standardize an Agent's Help Desk pinsSubmitted

    It would be great to have “default” pinned Inboxes, Teammates, User Data, and overall Help Desk set up for new and existing agents. Currently, each agent has to manually pin these things in their view. While they should have the ability to customize it, it would be nice to make sure all of my support agents have the fields/inboxes/teammates/message components pinned without having to rely on them manually doing it.  For example, I’d love to have users all have these five inboxes pinned, regardless of whether they are members of the inbox. 

    2
    Jennifer K
    Forum|Forum|1 year ago
    G
    GBS Tools & TechNew Participant

    Improve how to add teammates to teamsSubmitted

    When updating or creating team, we can have 20/30 teammates to add to the team, in the current way of doing it adding one by one can be time consuming, maybe a better way comma separated emails would be useful for adding teammates in bulk. thanks 

    2
    Jennifer K
    Forum|Forum|1 year ago
    R
    RossBurrowNew Participant

    Help Centre: proactively opening messenger via links or buttonSubmitted

    I would like to be able to add a button in one of our support articles in the Help center (created in Intercom) that can say “Contact support” if you have more questions.When people click it chat bubble opens. There are some workarounds mentioned here that arent useful to us, so I wanted to raise it as a feature request

    2
    Jennifer K
    Forum|Forum|1 year ago
    R
    RossBurrowNew Participant

    Search for keyword in conversations, minimise the chat windowSubmitted

    Forgive me if unclear: When searching for a keyword in conversations a list of results is displayed.Whenever I click on one of the results, the conversation is opened on the right hand side of my screen so I can read the chat. This is OK, but it cuts off a lot of the column headders, and it cannot be easily minimised: 

    2
    Jennifer K
    Forum|Forum|1 year ago
    E
    Emma SpencerNew Participant

    Login option from help centre home pageSubmitted

    When you configure your help centre you have the option of providing a link to your login page. This is great for whenever someone has an article link and needs to log in to view the article.Unfortunately if someone accesses the help centre using the custom url they only get the following message:Empty Help CenterThis Help Center doesn't have any articles or collections yet.It would be great if the same login option was available from this page as well

    2
    Jennifer K
    Forum|Forum|1 year ago
    A
    Amanda VernolaNew Participant

    Ability to copy/paste excel sheet format into email body like Gmail does.Submitted

    I find myself having to go to Gmail instead of intercom whenever I need to send an excel formatted block to a customer, example below. I would like to be able to copy and paste this format into intercom, additionally be able to highlight and strikethrough text easily from the same little bar you bold/italicize/hyperlink etc form. Being able to paste these excel formatted texts looks much cleaner, and allows the user to see the sheet I am sharing without having to open/download an attachment.  

    2
    Jennifer K
    Forum|Forum|1 year ago
    I
    ImmortalNew Participant

    Workflow to send message that we're overloadedSubmitted

    It would be great to have workflow to send client a message when he waits in queue with enabled ballanced assigment. Something like "we're quite overloaded today, but we will be back to you asap"

    2
    Jennifer K
    Forum|Forum|1 year ago
    H
    Heather PConnector

    Pause a message or path in a seriesSubmitted

    I want to be able to pause a specific message or entire path in a series without having to pause the entire series. Use case: we are conducting user interviews. Each person doing interviews has their own path in a series. When I’m done with all the interviews I need I want to prevent more users from getting messages inviting them to a call with me, but another teammate isn’t done yet and I need to keep users getting into their path. I don’t want to create separate series for this, it’s convenient to have them all in one series. I don’t want to delete the messages/steps in my path completely in case I want to turn it back on later.  I want to use a series because it allows me to tag users after I’ve invited them to a call with me, which ensures they don’t get double tapped again later by me or another teammate.  The only thing I can do right now is replace the entry rules block with a rules block where a user would never match, but this is just a hacky workaround for a feature that should just be built in.

    2
    Jennifer K
    Forum|Forum|1 year ago
    K
    Kevin GunstNew Participant

    Emails written outside business hours should be sent during business hours.Submitted

    Scheduled messages are a must have. The main reason is that I don't want my clients to know that I work in the evenings. However, I find it convenient to respond to emails and tickets during that time, knowing that they will be sent once office hours begin.

    2
    Jennifer K
    Forum|Forum|1 year ago
    J
    Jonathan MarbuttNew Participant

    Add inbox view of side conversationsSubmitted

    We would like to be able to see a single inbox view of all side conversations. This is very common for us where we may have several conversations with a vendor for multiple customers going on at one time and it would be nice to see it in a single place instead of per ticket. 

    2
    Jennifer K
    Forum|Forum|1 year ago
    J
    Jonathan MarbuttNew Participant

    Show Side Conversation Contacts as a Contact type like User/LeadSubmitted

    It would be great to see a contact that is frequently in a side conversation as a contact in intercom. I believe they may be showing up as a Lead but they are neither a user or a lead. They are more a partner, vendor or other relationship.   

    2
    Jennifer K
    Forum|Forum|1 year ago
    B
    Bhargav RentalaNew Participant

    Salesforce Field DependencySubmitted

    Please include salesforce field dependency for cases in Intercom Salesforce app. For example: Case Reason is controlled by Case type in Salesforce. 

    2
    Jennifer K
    Forum|Forum|1 year ago
    H
    Hugo LancelNew Participant

    Double-click to switch between Inbox quick filters (open, snoozed, closed)Submitted

    When replying to a customer, double-clicking on “E-mail” to quick-change it to “Note” and vice-versa is supacool! “ me likee ” Idea: wouldn’t it save precious hours of work to extend this feature to the inbox filter that switch through Open / Snoozed / Closed conversations in the conversations list? Let’s say each time you double-click, it goes to the next option.“ too much clicks :’( “ 

    2
    Jennifer K
    Forum|Forum|1 year ago
    A
    Anton AndrusenkoNew Participant

    Make Visitors Visible in the Contacts SectionSubmitted

    At Locatory.com we used to use Tidio Online Messenger for supporting visitors coming to our web page. There was a pretty nice feature allowed to see the exact list of online visitors, even those that haven’t started a conversation via messenger. The list was similar to what exists in the Intercom Contacts, but the difference is that Intercom shows only Leads and Users, but Visitors are not there.  We would love to have Online Visitors available there, as sometimes our product experts initiate conversations in order to offer support themselves with no bot intrusion.   And it would be much convenient if you add a filter or menu section where we may select only users that are Online at the moment.

    2
    Jennifer K
    Forum|Forum|1 year ago
    D
    Data TeamNew Participant

    Set Multiple Bot IdentitiesSubmitted

    We would like to be able to set multiple identities in Intercom so we can differentiate which bots were involved in conversations in our reporting.

    4
    V
    Forum|Forum|1 year ago
    E
    EshyftConnector

    Reply with Voicenotes!Submitted

    It would be great to be able to send a voicenote clip as a reply to a message just like texting and whatsapp allow. It would be quicker than typing, and much more personal and friendly! Many times we receive a bad CSAT score because the customer misunderstands our tone. Intercom would also be the first chat software to have this feature…..  

    2
    E
    Forum|Forum|1 year ago
    C
    Chris ClarkNew Participant

    Custom web Intercom element styling (Messenger, Product Tour, etc.)Submitted

    The current styling options for Intercom elements are very limited and do not allow consumers to effectively apply UI design systems and/or branding. In addition, the Intercom elements render within and `iframe` element and thus cannot be targeted directly by application styles. This, as in our case, means a dark-themed website cannot adjust the Intercom elements to match their existing UI styles - the elements always render with a white background, for example.This can be quite jarring for users as any given element from Intercom will likely be the brightest thing rendered anywhere on a given dark-themed site. We, for example, are trying to use product tours as new features are launched, but the mismatch between our UI and that of Intercom means we lose any level of design alignment between our platform and Intercom.This idea is meant to be a request to expand the number of styling options available for all Intercom elements embedded within a given project - particularly the messenger and product tours. Even just component background/divider/text/etc. colors would add a level of customization that would allow companies the ability to align Intercom with the UI/design of their own products much more effectively.This could be implemented as additional options in the “Styling” sections of the relevant components, or additional fields in the Javascript API attributes - the latter already provides some styling options such as `vertical_padding` and `action_color`.

    2
    Jennifer K
    Forum|Forum|1 year ago

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