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Forum|Forum|2 years ago

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KylieNew Participant

ability to add multiple participants in messengerSubmitted

While added participants are looped in via email, it would be very helpful if these conversations were visible in their messenger as well. (screenshot from docs)

Forum|Forum|1 year ago

Sara HelinNew Participant

Link back office tickets to tracker ticketSubmitted

Enables tracking common themes within back office tickets

Forum|Forum|1 year ago

Josh with MyWorkChoiceNew Participant

Ability to select tags and archive/delete in bulkSubmitted

When we were new and learning Intercom we made 100’s of user/conversation tags.Currently it would be daunting to delete these one by one. A way to mass select and archive/delete would make cleaning up our tags & data easier.(Product Area would be `Data` but can not find this in the list below)

Forum|Forum|1 year ago

Josh with MyWorkChoiceNew Participant

Ability to limit macros to certain message typesSubmitted

We use a lot of hyperlinks and images in our macros.Due to not being able to send hyperlinks/images via SMS we typically have to have 2 seperate macros (SMS/non-SMS) per macro with hyperlinks/images due to this.The ability to limit macro’s to certain message types so the incorrect macro is not accidently used would be useful to us.i.e.macro:available to be sent via:SMS/Email/ChatAdded to the settings below the macro:

Forum|Forum|1 year ago

Neil AlexanderNew Participant

Launch whatsapp button midflow of a conversationSubmitted

It would be useful to have a launch whatsapp button mid flow. Customers might not always know they want to continue on whatsapp at the beginning of a workflow

Forum|Forum|1 year ago

Oliver CookConnector

Article inserter - Clearer back to chat button when viewing article in messengerSubmitted

We’ve had feedback a few times that when users click on an article via the article inserter in chat, they don’t find it clear that this button is how they return to the chat with the agent. So agents end up sending a URL instead. A clearer label could be ideal, as well as an option to open the article in a new tab.

Forum|Forum|1 year ago

ArtiomNew Participant

Be able to hide or drag "ticket/conversation" meniuSubmitted

Hello, Would be nice if ticket/conversation menu could be dragged (to be resized) or hidden at all (or resized to be fully hidden).Menu with customer contacts (aka “Details”) can be dragged or hidden, menu “Help Desk” can be hidden, menu with ticket stays.

Forum|Forum|1 year ago

ArtiomNew Participant

Minimize answer field or possibility to make it re-sizedSubmitted

Hello, Would be nice if answer field could be minimized or re-change it size.Situation is following, that if for example customer have big e-mail or answer, with pictures and etc. and you are writing answer to him, but if you want to review again his e-mail - it starts to be impossible to do (not much space left).Here are example:

Forum|Forum|1 year ago

Svitlana SemenikhinaNew Participant

Back-Office and Tracker tickets improvmentsSubmitted

I would love to see more flexibility around Back-Office and Tracker tickets: Possibility to tag Tickets in workflow and bulk tag in Search tab Apply rules to conversations if Back-Office or Tracker ticket is linked Have Reported field (Teammate who created back-office or tracker ticker), so there would be no need to scroll through conversation events.

Forum|Forum|1 year ago

FlippyNew Participant

Allow users to use event metadata for proactive support goalsSubmitted

When setting goals for proactive support it would be great to be able to select event metadata (like you can for ‘When to Send’ filters) for goals. Also this would be great for segmentation also - but there is another idea for that already.

Forum|Forum|1 year ago

CandyceNew Participant

Conversation AttributesSubmitted

I use the conversation attributes to better organize for reports. One thing that would be AMAZING is the ability to customize what type of conversations see certain attributes or required attributes. To my knowledge, Intercom currently has it to where for all conversations, the conversation attributes are the same and the required onces are the same required ones no matter what. Example: If one of us started an email rather than the customer emailing in, an attribute that is related to that like “The customer’s inquiry?” but if we started a conversation, that wouldn’t really fit. So instead I could keep that attribute specific to outbound conversations and inbound conversations can have a different one, like “Why did we reach out?” Really just the ability to say “if X is this, then Conversation Attributes show this:” just like you can in a regular workflow. Hope I worded that well.

Forum|Forum|1 year ago

Ben HizakActive User

Show all open tickets/conversations by team memberSubmitted

I wish intercom had a page like this.Please notice:Currently open right now only Show a count Don’t require me to remember all team members. Show 100% of companies. Nice to have: something I can bookmark

Forum|Forum|1 year ago

Nick BlehrNew Participant

Enhanced Rule Options for Call DetailsSubmitted

In the call details section of the inbox, there are several valuable attributes that currently are not accessible through the rules engine in the Workflow builder.It would be highly beneficial to enable the creation of rules within the Workflow builder that can automatically handle conversations based on specific call details. For example, if a customer calls into our team and hangs up before an agent answers (within 20 seconds or less), it would be ideal to have the option to create rules that systematically close these conversations without them appearing in our inbox.Desired Attributes for Rules:Call Duration: Ability to set a rule based on the time a call was active before being disconnected (e.g., calls abandoned in 20 seconds or less). Call Status: Integration of call status attributes to determine whether a call was answered, missed, or abandoned. Automated Actions: Option to define automated actions such as closing conversations, tagging them for follow-up, or moving them to a specific category.

Forum|Forum|1 year ago

darshanhiranandaniNew Participant

Darshan Hiranandani : How to Alphabetize Pinned Teammates Efficiently?Submitted

Hi Team,I’m looking to organize our pinned teammates list in alphabetical order to improve navigation and accessibility. I’m reaching out to gather suggestions on how to achieve this efficiently.Current Situation:We have a list of pinned teammates that needs to be sorted alphabetically. The list might be updated frequently, so the solution should ideally handle new additions or changes seamlessly.Questions for the Team:Approach for Alphabetizing: What is the most effective method to alphabetize the list of pinned teammates? Are there specific tools or techniques you recommend for sorting this type of data? Automation: Can we automate the process of alphabetizing the list? If so, what tools or scripts would you suggest to keep the list sorted automatically? Integration with Existing Systems: How can we integrate the alphabetizing functionality with our existing systems or platforms where the pinned teammates list is managed? Handling Updates: What strategies can we use to ensure that the list remains alphabetized when new teammates are pinned or when existing pins are removed? Potential Issues: What potential issues should we be aware of when implementing this sorting mechanism, and how can we address them? I’d appreciate any suggestions, best practices, or examples from similar experiences.Thank you for your assistance!Best regards,Darshan Hiranandani

Forum|Forum|1 year ago

Pierre GActive User

Reporting: Custom KPI ChartsSubmitted

Being able to build custom KPI charts that take in simple mathematical formulas using the output of other charts. This would allow us to have better control over the data we want to see in our reports. Here is an example of what I mean.Currently I have two KPI charts, one that counts conversations with the tag “Branding” and one that counts all conversations regardless of their tag. I’d like to build a third (custom) KPI chart that grabs both of these values and applies a mathematical formula.(Chart1/Chart2)*100 = Xwhich is(33/356)*100 = 9.27and then output that number to my new custom KPI chart as seen below

Forum|Forum|1 year ago

Jessica QuinnNew Participant

The ability to select Bubble Chart as an option in Custom & Default ReportsSubmitted

It would be great to be able to have bubble charts available to select as a chart type for custom reports (and/or available for all default reports as it is currently for the Topics report). This is a great visual tool to quickly and easily see trends in your data.

Forum|Forum|1 year ago

Luciano MarzoniNew Participant

Feature request: Doing minor edits to images while building articles.Submitted

It would be great to be able to make minor edits to images for help center articles. I’m thinking of things like adding arrows and boxes to highlight elements within a UI. This would make image management much easier, as I could have plain images that I could repurpose for many articles.It would also make my life a lot simpler. Right now if I need an image I don’t have, I need to take a screenshot and edit it, then upload it to intercom.

Forum|Forum|1 year ago

Jessica QuinnNew Participant

The ability to snooze for a specific number of days in macrosSubmitted

I would like to be able to include a 2 day snooze (for example) in a macro. The default options do not currently offer the ability to choose number of days to snooze (I have used a workaround using workflows for now but it would be great if this feature could exist on its own without any workarounds in the future).

Forum|Forum|1 year ago

karol tNew Participant

Using conversation attribute in macro.Submitted

Hey!Is there a possibility for macros to use values set in custom conversation attribute?I have some extra information that I store in custom attribute but I see no way of using it in the macro.

Forum|Forum|2 years ago

Justin WehrmanNew Participant

Feature Request: add config to always display close button in messenger headerSubmitted

Currently the close button of the messenger is only displayed when you hit a specific media query. It would be ideal to be able to control the display of the close button. This is especially useful if using a custom trigger or have hidden the trigger button through code and use other means of triggering the messenger. In these cases the ability to close the messenger could be an issue for the user if the close button is not close to the messenger window.

Forum|Forum|2 years ago

Emily D12New Participant

We would love to be able to add custom fonts that align with our brand to the new email template builder! Is this in the pipeline?Submitted

We would love to be able to add custom fonts that align with our brand to the new email template builder! Is this in the pipeline?

Forum|Forum|2 years ago

HolNew Participant

Improved article reportingSubmitted

It would be great to have more in article reporting. To be able to export data so that you can use it in your own business’ reporting.Also the ability to export all articles from the article page so that you can easily get the performance stats from them.I currently copy the text and paste into a google sheet and then have to tidy it up for formatting which takes away time, it would be better to have that built in so its a more automated focus.

Forum|Forum|2 years ago

Aleksei OSuper User

Ability to categorise Custom Answers by categorySubmitted

We have hundreds of Custom Answers within our workspace, and it’s fairly challenging to search for them within Custom Answers menu, since there is no dedicated search field. At the moment we are limited to tagging and searching with Command + F for the name, but there is no way to search based on the Custom Answer content. This makes using Custom Answers unscalable for bigger teams, or forces us to use very strict naming conventions. It would be great to be able to create custom folders (and sub folders) for custom answers that could be nested under Custom Answers menu in the UI to simplify content management

Forum|Forum|2 years ago

Aleksei OSuper User

Ability to add a custom message when using "Notify Slack channel" Workflow actionSubmitted

I’m using Slack notifications to notify my team if a Custom Action in my Workflows has failed. It’s currently not possible to add any custom text message when using Slack integration, but it would be extremely useful, so that we can encourage specific actions (e.g. check what’s wrong with the Custom Action). At the moment, Slack message I get has a text that we cannot control (e.g. “Conversation X status has been changed to Closed”).

Forum|Forum|2 years ago

Aleksei OSuper User

Ability to downscale intercom Messenger UI width to below 342 pxSubmitted

Currently, the minimum width of Intercom messenger is 342 pixels which makes it challenging to deploy within web apps that are more narrow than this. The UI used to be downscaling automatically, but recently it started to crop whenever user sees an outbound message coming in.

Forum|Forum|2 years ago

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