Product Wishlist | Community
Skip to main content

Your Guide to Joining the Beta Group & Navigating the Product Wishlist

Join the Beta Group 🎉 You can now join the Beta Group and get exclusive early access to product betas, share feedback and contribute to shaping the In...

    Idea Pipeline

    Filter by idea status

    Browse by category

    3496 Ideas

    Back to top of the list
    Daniel Rönnberg
    Daniel RönnbergActive User

    Customize multilingual Fin handover messageSubmitted

    We have implemented multilingual Fin to support our users in 13 different languages. We’ve customized the welcome message for each language, but cannot customize the message sent when Fin closes the conversation or hands over to a support rep. For customizing the handover process to a human support rep, there are two main advantages:Managing language expectations:We’ve enabled multilingual Fin for 13 commonly spoken languages among our users. However, our support team doesn’t cover all these languages fluently. For instance:We've added Hindi support but don’t have Hindi-speaking reps. It would be beneficial to inform users during handover that our responses will be in English. For German, while we don’t have dedicated support reps, our German-speaking Customer Success Managers can assist depending on availability. In such cases, the handover message could inform users that they’ll hear back in either English or German.Setting expectations during holidays or other high-demand periods:With the holiday season approaching, response times may be longer due to limited staffing. The ability to customize the handover message would allow us to set clear expectations, such as specifying expected delays or providing alternative resources for immediate help.

    1
    Jennifer K
    1 year ago
    ChelseaNew Participant

    Make macro search results more discerningSubmitted

    Currently when searching for a macro, the results will include macro titles that include letters in your search terms even when the title doesn’t include any words in your search terms. This means that irrelevant search results are included so it takes longer to locate the desired macro.Please make macro search results  more discerning and remove results that only include individual letters in search terms. 

    1
    Jennifer K
    1 year ago
    Melissa FoxNew Participant

    Ability to lockdown specific ViewsSubmitted

    The request is to have the ability to lock specific ‘Views’ which can only be edited by people with the required access to edit. We’re requesting this enhancement to ensure someone does not remove any details from one of our largest Views. 

    1
    Jennifer K
    1 year ago
    Alex D.New Participant

    Allow html (or other code) editing for articlesSubmitted

    It would be really helpful to create and edit articles in html in the Intercom UI. I know it’s possible to use the API to create articles with HTML, but I want to be able to switch back and forth between code and a WYSIWYG editor. I find the article editor frustrating generally. Little things like bullet/numbered lists continuing no matter how many line breaks you add is frustrating. In any other text editor you use, if you hit enter twice, it’ll stop the list formatting automatically, but in not in Intercom, which is annoying.  In the absence of a smoother editor for articles, being able to switch to code to sort out formatting issue would be 👌🏻

    1
    Jennifer K
    1 year ago
    Assistenza payrollNew Participant

    Use reusable workflows in Backoffice tickets eventsSubmitted

    At the moment, I cannot use reusable workflows within worflows that get triggered at the creation of a backoffice ticket. I want that.

    1
    Jennifer K
    1 year ago
    ImmortalConnector

    Ability to change addressee of the client's reviewSubmitted

    Often, a chat may involve multiple agents, and when a client leaves a review, they might give positive or negative feedback intended for a specific agent. However, the review can end up being assigned to the wrong agent. It would be helpful if we could reassign the review or allow the client to select the agent they wish to review.

    1
    Jennifer K
    1 year ago
    Tom HiggsNew Participant

    "See Conversations" buttonSubmitted

    The see conversations button was so helpful for quickly reviewing and actioning conversations, with this button we could tag messages or reply to conversations without having to leave the report, the chat drill in feature is good for bulk editing but not single chat review.

    1
    Jennifer K
    1 year ago
    NikosNew Participant

    Get notified when you are sent automatically to idle (away & re-assigning)Submitted

    There are a lot of times I am at a different tab when I don’t have a chat in Intercom, and if I happen to not get a chat for a while I am set automatically to away & re-assigning (idle) without me knowing, so a feature to get notified about this the same way when a chat is assigned to you would be really useful!

    1
    Jennifer K
    1 year ago
    Darjus SaksonConnector

    SLA Calculation ImprovementSubmitted

    How now SLA works if you applying SLA not one time:As example priority of a ticket raisedOr the Ticket was reevaluatedIf a new SLA is applied later in a conversation and it is different from any previous SLA, the timer will start from the most recent user message, not from the beginning of the Conversation. For instance, if a user message at 20:30 triggers a new SLA, the timer for this SLA will start from that message at 20:30. It's important to note that if the same SLA is reapplied, the timer does not restart but continues from where it left off, adding the elapsed time from the previous SLA to the current one 😄For me correct way would be to always count SLA from time when customer has contacted at least in Tickets

    1
    Jennifer K
    1 year ago
    Darjus SaksonConnector

    Workflow triggered by conversation attribute changeSubmitted

    It would be good to have trigger based on attribute update setup or change.It would be proper way to set SLA by on attribute type and priority and make escalation actions.

    1
    Jennifer K
    1 year ago
    Support AdminNew Participant

    Customize CSAT via emailSubmitted

    It would be fantastic if we could customize the CSAT pages users land on after rating us. Currently, when they rate us via email, they are directed to pages with colors that don’t align with our brand. Additionally, the "We run on Intercom" message doesn’t support building a stronger connection with our customers. Having the ability to personalize these pages—adding our logo, updating the colors, and customizing the text—would make a significant difference. Thank you for considering this enhancement! 

    1
    Jennifer K
    1 year ago
    Tom HiggsNew Participant

    Posts on Mobile - Allow "Title" banner before opening messageSubmitted

    It would be great to have posts show just the heading in the preview before clicking into it. Currently its not easy to gage how many letters will show in the preview before clicking on the post and it would be good to be able to customise how it will show on the mobile.

    2
    1 year ago
    RossBurrowNew Participant

    Reusable workflows - add buttons to notesSubmitted

    (This might be a niche request, but three separate times now I have thought this request would be helpful) I am building a number of internal procedures and trying the simplify them. It would be really hand if I could add a note in a reusable workflow and have a button for our staff to click and that takes them down one path or another. Another example where this could be used - we have a number of reusable workflows and I worry we may accidentally select the wrong one from the list and it triggers a series of events that we cannot easily undo…If I could add a button to the more serious ones like if a client requests to delete their account, I could add a note“This is the DELETE workflow, are you sure you would like to continue?[Y] - workflow begins[N] - end (The end client would not see any of the above - it is all internal notes)

    1
    Jennifer K
    1 year ago
    ChelseaNew Participant

    Add ability to "pin" teammate avatars in Messenger for visibilitySubmitted

    It would be useful for branding and presentation if we could “pin” specific teammate avatars in Messenger.Not all of our teammates want to add a profile photo for privacy reasons, and we have professional headshots for our leadership.We’d prefer to be able to designate specific avatars showing at the top when customers initiate a conversation in Messenger through a Messenger customization setting. Even better if Fin is selectable as one of those teammates!  

    1
    Jennifer K
    1 year ago
    Gaby CabreraNew Participant

    New metric to show SLA hit rate based on % of conversations where all SLAs were metSubmitted

    Hi! Regarding metrics in custom reports, we’d like to have the SLA hit rate based on the percentage of conversations where the team met the SLA, as shown in the SLA report.Ensuring timely responses to our community is paramount. Measuring the SLA hit rate based on the percentage of SLAs applied to conversations that hit their target (current available metric) can be misleading. For example, if a ticket has four SLA targets, and we hit three out of four, the SLA hit rate would show 75%. However, if we breached the first response SLA, we failed to meet our promise of timely communication to the member, making the true SLA hit rate for that ticket 0%.From our perspective, breaching even one SLA in a conversation means we didn't fully deliver on our commitment.

    1
    Jennifer K
    1 year ago
    CorNew Participant

    Copy paste article from help center to internal articleSubmitted

    Since Intercom choose to cancel a 2nd Help center in thew new price plan (old plan I could have multiple) the urge to be able to just copy paste (with the right formatting) from Help center to internal article this should be the least to arrange I would like to see. Now it is a hell of a job: copy paste, change formatting (> 100 articles to go)Other option, at least offer 2 Help centers on our (middle) price plan and multiple >2 for the most expensive plan.

    1
    Jennifer K
    1 year ago
    Support AdminNew Participant

    Open the messenger via a button in a help center articleSubmitted

    When crafting a help center article in Intercom, we aim to include a button that drives action by enabling users to open the messenger directly for instant chat. Currently, Intercom requires us to link the button to a webpage, which redirects users away from the article. However, our goal is to keep users on the article page while seamlessly opening the messenger for communication. This ensures users can easily engage with us without navigating away. 

    2
    1 year ago
    Gaby RicoNew Participant

    Using macros on the mobile app should apply all actions tied to the macro as well as send the content of the macro.Submitted

    We rely heavily on macros with attached actions for our day to day operations and regularly attach tags and topics to macros. Currently, using macros on the mobile app will only send the content of the macro, and actions attached like adding topics and tags will not happen. We lose important data this way, and it adds a lot of manual work to our team to add topics and tags every time they use a macro on the mobile app. 

    1
    Jennifer K
    1 year ago
    Luciano NievasNew Participant

    "Macro" commandSubmitted

    Hello, good day everyone.How are you?I have a suggestion for the “Macro” option.We know that when using a macro, you need to enter the command # “hashtag” followed by the keyword.Example:#greeting“Hello, good day :)” Previously, we were using a browser extension called “Get Magical,” which allowed us to use the command with a hyphen (-). This got us accustomed to that format since it saves time by not having to press the Shift key + the 4 key.Would it be possible to set a default key for using the macro function? It would be very useful to customize it according to each client’s preferences.I remain at your disposal.Best regards.

    1
    Jennifer K
    1 year ago
    Heidi HatchNew Participant

    Enable customers to initiate a video call/call to CS, similar to Service Bell featuresSubmitted

    We absolutely love using Intercom as the central hub for our customer service, but one game-changing feature we rely on heavily is the ServiceBell call initiation tool. This allows our clients to initiate video calls with support directly—no waiting for us to make the first move. With this feature, clients can call in, connect instantly via video, let support take control of their screen, and have their issues resolved on the spot.If Intercom introduced a similar feature, it would be a massive win for us. It would completely streamline our processes, eliminate our need for ServiceBell, and let us consolidate all customer communication into Intercom. This would simplify operations, cut down on redundant tools, and make Intercom an even more indispensable part of our workflow.This feature isn’t just a nice-to-have—it’s a game-changer that would deliver incredible value to teams like ours. Please consider making it happen!

    2
    Jennifer K
    1 year ago
    Heidi HatchNew Participant

    Enable customers to initiate a video call/call to CS, similar to Service Bell featuresSubmitted

    We really like having Intercom as a central hub of our customer service, but a golden CS tool for us has been using the Service Bell feature that allows our clients to initiate calls to our support, instead of us always having to initiate the call. They’re able to call in, get on a video call right away, lets support take control of their screen, and gets their issues resolved immediately. If Intercom were to have a feature like this, it would extremely streamline our processes and we’d be able to move off of Service Bell completely. Another issue it would help resolve is that we would be able to cut down our messaging channels and focus solely on messaging through Intercom. Please consider adding this feature, it is MONEY

    1
    Jennifer K
    1 year ago
    Sam M13
    Sam M13Connector

    Use x-www-form-urlencoded format in Authentication TokenSubmitted

    The ability to utilize x-www-form-urlencoded in Authentication Tokens would improve security when creating custom integrations between systems like Salesforce that only allow for Client Credentials to be retrieved in that format.

    2
    Sam M13
    1 year ago
    Sam M13
    Sam M13Connector

    Link Ticket Attributes across multiple Ticket TypesSubmitted

    It would be nice to be able to link custom ticket attributes across ticket types so we can more easily see commonalities. For example, if I add “Software Version”, I can run a report that pulls all tickets that have that Software Version, and not just that one ticket type with that Software Version. 

    1
    Jennifer K
    1 year ago
    Rasmus SvenssonNew Participant

    Change the default Help desk (inbox) viewSubmitted

    When you press on the “Inbox” button in the navigation column to the left, the view “Your inbox” will always open as default. Our CS agents work a lot with custom views and need to keep an eye on tickets which doesn’t necessarily show up in the “Your inbox” view. Because of this, our CS agents have complained that tickets are in some cases missed since they work in different systems and forget that they shouldn’t work from the “Your inbox”-view.So we would like to request a feature to either:Have the ability to choose what should be the default view when pressing on the “Inbox”-button in the navigation menu. Some of our users might want the “Dashboard” to be the default view, or the “Mentions”, or a custom view that we have created. Have Intercom remember what view the CS agent last used before exiting the inbox. When re-entering the inbox, the last view should open. If the agent left the inbox while in a specific custom view, the same view should open when reentering the inbox. 

    1
    Jennifer K
    1 year ago
    Alex HardingNew Participant

    Select or add an internal contact to a ticket or conversation attribute.Submitted

    Hi Team! It would be highly beneficial if these stakeholder emails could be added as a ticket or conversation attribute by selecting the attribute field and searching our existing contacts. This functionality would significantly improve efficiency and streamline our reports.I understand this is possible through API calls, but since all this information is already in Intercom, the API process becomes complicated and unnecessary. Currently, we have a specific field where this information is manually entered.

    1
    Jennifer K
    1 year ago
    Show more activity

    Browse by category

    • Product Areas & Popular Topics
    • Core Inbox
    • Data
    • Fin & AI
    • Integrations, API & Custom Actions
    • Intercom Community
    • Knowledge & Help Center
    • Messenger
    • Mobile Conversations App
    • Omnichannel (Whatsapp, Facebook, Instagram, X, Switch)
    • Phone
    • Proactive Support
    • Reporting
    • Security & Compliance
    • Third-party Apps & Plugins
    • Tickets
    • Workflows
    • Workload Management (Conversation Assignment)
    • Expert VOC
    Terms & ConditionsAccessibility statement