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Forum|Forum|2 years ago

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NuritInnovator ✨

Updating a ticket's custom field in a workflowSubmitted

Allow more ticket-related actions in a workflow, such as updating a custom ticket field.

Forum|Forum|2 years ago

Pierre GActive User

Adding a "Tags" Conversation AttributeSubmitted

Conversation tags are currently only visible on one message in the conversation. This makes it difficult to find a conversation’s tags as we need to skim through the entire conversation in order to identify them. I suggest adding a conversation tags attribute in the “Conversation Attributes” section of a conversation, in the right panel. When hovering on a tag in the Conversation Attributes section, it should allow us to remove it. Here is a mockup of the designWith Highlighting: Without Highlighting:

Forum|Forum|2 years ago

Jessica QuinnNew Participant

The ability to duplicate or copy/ paste workflow blocksSubmitted

It would be amazing to be able to copy and paste or duplicate a full workflow block within the same workflow (e.g. duplicate block A and paste it later in the workflow etc.) and across different workflows (not just duplicate the whole workflow - just a block or section, i.e. copy block A from workflow 1 and paste it in workflow 2).This would help reduce work when using branches and rules for different criteria and actions when the next blocks are similar with a few details changed. (e.g. a few words changed in the message or setting a different attribute or tag etc.)

Forum|Forum|2 years ago

Ross PontonNew Participant

Allow Fin copilot to read a slack channelSubmitted

We have numerous Slack escalation channels which contain a wealth of knowledge - it would be very useful to be able to give Fin copilot access to particular Slack channels to draw from.

Forum|Forum|2 years ago

Bruno MartinsNew Participant

Answer Time alerts (for he fisrt anwer and another to the conversation answers)Submitted

Is there any way to add some kind of visual alert in the chats to show when the time has exceeded the defined SLA?For example, if the response time is 1 minute and that time passes without a response from the customer, a red alert would appear in the chat to notify. Something like this example:Green: time is okayOrange: attentionRed: out of time

Forum|Forum|2 years ago

Jessica QuinnNew Participant

Add a current conversation channel attribute to conversation details sectionSubmitted

It would be great to be able to easily tell what the current conversation channel is from the conversation details themselves instead of needing to check reports or create additional views to figure this out for conversations. Current channel impacts which workflows will run and how other tools will work. The lack of visibility for this conversation information makes troubleshooting difficult and processes less clear for all teammates.

Forum|Forum|2 years ago

Jessica QuinnNew Participant

Copilot to use tracker and back-office ticket to generate answersSubmitted

In the future it would be really helpful if Fin AI Copilot could read and use tracker and back-office tickets to generate answers.

Forum|Forum|2 years ago

ZachBNew Participant

Retrieve company by website in the APISubmitted

In the API the GET company allows retrieving an individual company by name or id. I have cases where there are duplicate names in our company collection, but I’m trying to retrieve a specific one.The company website is a much more unique value than the company name. Could this be made an option for the individual company GET query? This would be very helpful to the development I’m doing.

Forum|Forum|2 years ago

BRETT ELLIOTTNew Participant

Is Video sync coming as part of Finn's knowledge Base?Submitted

I know AI is going to be able to watch video and learn very soon.It would be such a great feature if we could sync our youtube Channel as part of Finn’s Knowldge baseThis could add a great deal of conversational depth to the data also.Just putting it out there, CheersBrett

Forum|Forum|2 years ago

Daniel PorcayoNew Participant

¿Do you have a feature to send my location from message in the conversation?Submitted

Hi, my question is about the future new features, like other messagings app to send my location and documents in the conversation, I am testing to Android And IOS app integration.Have a nice day!

Forum|Forum|2 years ago

ZachBNew Participant

Make newly released Email Predicates accessible as conversation attributes.Submitted

Email predicates were recently released. https://www.intercom.com/changes/en/54628-improved-email-automation-targeting-with-new-email-predicates“Email To”“Email CC”etc.These values had significant enough interest to be implemented within workflows, but are absent from the API.For full extensibility - please make these accessible from the API. My suggestion would be to have these available as conversation attributes when created from email. This would place the values directly in the conversation API, and I believe is the most appropriate place.Thanks!

Forum|Forum|2 years ago

Rachel B.New Participant

Articles, Macros, Workflows, Custom Answers topic organizationSubmitted

Hi there!The main part of my role is to ensure we have information accuracy across every bit of information within Help Center articles, macros, custom answers, and workflows. Is there a way to utilize a tagging system with all of these categories so I ensure the copy stays consistent? Right now, I am tracking it all manually and I’m afraid it’s not efficient.I am aware the Tag feature will capture articles and answers, but leaves me to search for areas the copy may exist in macros and workflows. Essentially, I am trying to ensure anything sent to our customers is accurate across the board.Thanks in advance for any additional insight or advice!

Forum|Forum|2 years ago

Jason From DropellaNew Participant

How to Close Intercom Messenger on Click Outside Panel?Submitted

I want the messenger window to close once I click outside it anywhere. Currently, it only closes when I press the downwards arrow, which is not good for UX. If possible, please tell how I can do this within the Intercom code. I have tried some custom hacks in JavaScript by finding the clickable HTML element, but they are not working. The open window is in the attached screenshot. The relevant code for rendering this is this:Intercom({ app_id: 'ussh6hvz', user_id: data.id, // IMPORTANT: Replace "user.id" with the variable you use to capture the user's ID name: data.userProfile.name, // IMPORTANT: Replace "user.name" with the variable you use to capture the user's name email: data.userProfile.email, // IMPORTANT: Replace "user.email" with the variable you use to capture the user's email address created_at: data.userProfile.created_at // IMPORTANT: Replace "user.createdAt" with the variable you use to capture the user's sign-up date });

Forum|Forum|2 years ago

NuritInnovator ✨

Enable editing of SLASubmitted

Whenever we need to change our SLAs, we must archive the current one, create a new one, and select the new one in the workflow. Adding the ability to edit SLAs would be beneficial and time-efficient.

Forum|Forum|2 years ago

Jessica QuinnNew Participant

The ability to manually change the conversation channelSubmitted

It would be great if you could manually change the conversation channel so that it was easier to switch between email/ web or select the email/ web channel manually from phone conversations to be able to follow up or respond to customers that have called using their preferred method of communication. (This would also allow all workflows to run without adding a new feature: add phone as a channel to all workflow triggers)Use case: Customer calls in > follow up is required > Agent asks customer what their preferred follow up method of communication is > Customer says email > Agent can explicitly select the email communication method from the composer or somewhere on the conversation itself > this would change the conversation channel on the spot to email > Agent can then email the customer on the same conversation > Everything is clear that the conversation channel is now email > Email workflows run.

Forum|Forum|2 years ago

Jessica QuinnNew Participant

Add call/ phone channel to all workflow triggersSubmitted

It would be great to be able to select the phone/call channel in all workflows in addition to the only one currently available: “When a Customer Calls”, so that all other automations work/ workflows run when the conversation channel is phone.From testing it appears that the only way that the phone channel changes on a conversation is if we message or email the customer AND the customer replies back, then whatever communication method the customer used to reply will be the new conversation channel and then workflows with that trigger (such as Web or Email) will run as usual. Example: Customer calls in (inbound call conversation) > follow up is required > agent sends a message or email to the customer > customer DOES NOT respond, so conversation channel remains as phone > no workflows run since the conversation channel is not Web or Email/ does not meet the current criteria available in workflow channel triggers Workflow use case: to send automated follow up messages to prompt the customer to see the agent’s response and respond if they still need help before we close the conversation Ideally: Customer calls > agent messages or emails > agent uses Macro to apply actions or manually chooses actions to trigger the follow up workflow > follow up workflow sends a message following up with the customer after wait/snooze for X hours > follows up again after another wait or snooze for X hours > closes conversation automatically if no response from customer is received > sends a CSAT

Forum|Forum|2 years ago

Christian LeoActive User

Intercom Phone: Allow to use existing numberSubmitted

It should be possible to use our existing phone number for calling feature in intercom (without porting it to intercom). Afaik you’re using Twilio. You could easily let customers add an outgoing caller ID via their API: https://www.twilio.com/docs/voice/api/outgoing-caller-ids#add-an-outgoing-caller-id That way we could use intercom for outgoing calls without touching incoming calls. We even could handle incoming calls via intercom if we just get a number from intercom and forward calls from our existing number to intercom. But I think intercoms phone feature isnt mature enough yet (iOS App needs phone!) so we’ll stick on aircall for inbound.

Forum|Forum|2 years ago

ZachBNew Participant

Enable Team Assignment via SCIM provisioningSubmitted

Please support SCIM provisioning on Teams. Here are support platforms that support SCIM for team equivalents:- Zendesk (groups)- Jira (groups)- ServiceNow (groups)- Maybe others?For internal IT operations - this is one of the biggest barriers for adopting the solution. No API support to Team member assignment is a lot of friction to put on an organization. It may be that most Intercom clients don’t have many support groups, or just accept the admin cannot be automated. I don’t want to accept it - I’m hoping operational automation in the platform can catch up to the AI automation within the platform.

Forum|Forum|2 years ago

Ben HizakActive User

Email-to should be automatedSubmitted

This ticket is similar to this request, I’m really just pointing out that this can’t be done with Worklows either.In my company, we often have dedicated support emails per client.Tickets that go to support+clientName@mycompany.com should be associated with the correct client.My dream solution would be to parse clientName in such a way that I could attribute it to the right company, without creating a branch for each client (because that would require maintainance for every client that is added/removed). Here are some obstacles / related issuesIt would have been nice if the email-to address was visible as a field in the UI, with the ability to add it as a column or filter on it. Allow conversations to be assigned to Companies (which means I need a custom field to replace “Company” Allow this field to be use in Filters.At present, if I want to achieve something like this for 200 clients, I have to create a workflow with 200 branches.

Forum|Forum|2 years ago

Christian LeoActive User

Code syntax highlightingSubmitted

Would love to have syntax highlighting in code boxes in the messenger and a “Copy”-button for the user to copy the code.

Forum|Forum|2 years ago

Jessica QuinnNew Participant

The ability to manually mark a previous conversation or answer as incorrect or "do not use" for Fin AI CopilotSubmitted

In addition to the settings currently available for Fin AI Copilot where we can limit the conversations by teammate that Copilot will use, it would be great to be able to mark individual conversations as incorrect or “do not use” so that Fin will not use the answers from that conversation again in the future. This would be great for when a behavior or answer changes with a release (and before release the previous answers can be marked as “do not use” to ensure that the new answer is correctly provided from new articles and other resources instead of old conversations) This would be helpful for one off or unique situations that come up where an incorrect answer was provided to a customer and this conversations like this can be marked as “do not use”

Forum|Forum|2 years ago

Nick van DrunenNew Participant

Creating previous/next buttons in help centre articlesSubmitted

Hi there, I’m updating our help centre and figured it would be useful to include previous/next article buttons rather than linking to related articles. I’ve started building this with the regular buttons as I did not find an automatic option in settings. Unfortunately, I found that I can not put two buttons on the same line, resulting in a weird look for previous/next buttons.Would there be a way to put the PREVIOUS button on the left and the NEXT button on the right on a single line?Thank you!

Forum|Forum|2 years ago

Jessica QuinnNew Participant

The ability to add reply buttons via email workflowsSubmitted

It would be great to be able to send reply buttons via workflows for email conversations (especially for Fin email) so that customers can select options easily instead of needing to manually type out and send a response. This option would be much more user friendly for customers and would help create more options and workflows for emails.

Forum|Forum|2 years ago

Hector CepedaNew Participant

Improved relationships between conversationsSubmitted

We have a situation where a service provider we work with to deliver service to our customers creates conversations within Intercom regarding actions around said service. Our customers may also create conversations about the same issue or task.In a nutshell:Partner service provider conversation about task(n) > Me < My customer’s conversation about task(n)I drive communication on progress and status between the two entities.The problem I am seeing is trying to tightly organize the conversations in such a way where I can reference between them quickly and efficiently in the Intercom UX.Side-conversations have been great for managing communications when I am the one establishing a thread to either the partner or customer entity, but is impossible for intake from either. I would like a way to have a “related conversation” element in Links section of a given conversation where I can reference a related conversation from a different entity and have a similar UX to a side conversation where I can click the Related conversation and it opens in a side panel. When relating conversations together, either conversation in the main panel can open the other as a side panel.Have other customers had a similar request for the Intercom UI? Kind Regards,Hector

Forum|Forum|2 years ago

Michael WickeyNew Participant

HTML/CSS support in Conversation/Message APISubmitted

I would like to send an HTML/CSS message using the Messages API. This would allow us to brand the message and display the information in the nice/formatted way to which our clients are already accustomed. From this Medium article I see that some basic HTML is already supported, but I would also like that to support CSS as well. I see that Intercom already has the ability to render emails within the chat, so I would like the ability to send that html/css directly from the API. Thank you, for a great product!Michael Wickey - Senior Backend Engineer @ Downstream

Forum|Forum|2 years ago

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