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🎅 How to prepare your Fin AI Agent for Christmas 🎅

20 days ago

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User2149Active User

Filter out FIN conversations from API dataArchived

Anybody here who managed to filter out FIN conversation from API data?I don’t see how to distinguish FIN from other Operator workflows with the data available.Within Intercom’s UI there is a “FIN involved” to distinguish FIN in a view, but this datapoint doesn’t seem available with the API.Thanks for any suggestion!

Pat BarlowConnector

Relative time for conversation eventsArchived

Snooze conversation events just display the same time period, so it’s hard see when a conversation will be re-opened, and is a little confusing. If I snooze something for a month, or a week, it would be cool if it updates and says “until tomorrow” or just a date

JanisNew Participant

Prefill new conversation fields for teammates?Archived

We need to prefill email,subject,text for the emails we send from Intercom.Is there a way to pass them in the URLs like https://app.intercom.com/a/inbox/…./inbox/new-conversation?to=to@gmail.com&subject=subj&body=body ?

Nava SupportConnector

Allow opening issues in Github and reporting issues with documentationArchived

It would be great if we could report issues within Github, as well as contribute back to the repositories. Right now external developers can open PRs, but it would be nice to be able to report issues as well.I have also come across issues in the documentation that I would like to report, but there isn’t a clear place to do so. For example, the “here” link at this point in the documentation opens to the landing page for the API documentation, not the specific point within the documentation that it should.

User879New Participant

New Teammate performanceArchived

In the Teammate performance, the Team reply to filter seems to not work. When I select a team, in the Teammate performance overview section, I can still see the full list of teammates added to my entire account.In the old version of the report, by selecting the Team reply to, the filter was automatically showing the teammates in that specific team.It seems that the only way to have a list of agents is to add them manually by using the default filter Teammate is which cannot be removed. Anyone else is experiencing the same issue? Have you found any workaround?Thanks a lot!

Rhiann PorterConnector

Edit User/Lead Data from the Conversation ViewArchived

I think it would be really handy if we could add and edit a contact’s user/lead data from the Inbox, while viewing their conversation/ticket.I know we can already edit the name and phone number from here, but for everything else you have to open the contact’s profile page, and I don’t see why this is the case. We have trouble getting advisors to actually enter a contact’s personal and warranty details into their profile, and I think it’s partly because they forget how to do that or they don’t want to wait for a new tab to load before being able to do so. Does anyone else think this would be a really helpful feature to streamline appropriate data storage?

RafalNew Participant

Edit code in help centre configurationSubmitted

Would be cool if we could edit the code in the help centre configuration, to hide some text, buttons or add something custom.

Luciano NievasNew Participant

See if the client has notifications turned onSimilar functionality

Hello everyoneHow are you?I bring you a new idea, I would like to know if it can be verified through the settings of the App if the customer has the notifications activated to receive our messages through push notifications.It would be very helpful.Best regards.

Frederik LaageNew Participant

Managing ticket status notificationsSubmitted

We would like to be able to manage when and what actions warrants sending a staus change notification to our customers.We need to share the Ticket ID with the customer but at the same time it would be really good to be able to disable the staus change notifications for subsequent actions. or at the least be able to control that those updates only ever go to the original sender of the ticket and not all other included participants, e.g. people in CC

ImmortalConnector

New statuses like “open”, “snoozed” and “closed” for chatsSubmitted

I already added this feature here and it was marked like “implemented” though it wasn’t. We still have 3 statuses only https://prnt.sc/x8jrT3QCW2j9As was mentioned, it could be useful for workflows to use different chat statuses, but three status isn’t enough to make it work, because issue in chat can be in process for day, for month or for year and different cases require different workflows.For example, we have workflow for unactive clients, and in this case chats should be in “snoozed chats” but there are also open issues that are checked by developers and in this case we need another status like “Ongoing”.We’ve found a workaround for this with convesation attributes, but it’s a bit complicated, because sometimes we can forget to change attribute.

Darjus SaksonConnector

Conversations custom statusesSubmitted

All logic of the intercom is based on the conversation if there would be the ability have custom statuses not only 2 like close and open- to have more statuses like in the tickets would be easier to use automation and etc

Plamen HristanovNew Participant

Being able to see total amount of CSAT ratingsSubmitted

Hey there,With the recent changes, you are now unable to see or create a report where you can see the total number of Conversation ratings received throughout a specific time period.This is maybe the closes thing you can achieve. To sort the ratings and see the ratings for each mark, and then sum them up. However, in the AI and automation era, this is far from ideal. Even in the old(so called legacy) report, you were able to see this when you simply hover over it. I understand that we are entering an era of AI and automation. This is great progress but we should not neglect the most basic and simple graphs and statistics because they are essential for following the trends.Hope this makes sense.Best,Plamen Hristanov, Head of Support at NitroPack

Plamen HristanovNew Participant

Being able to see total amount of CSAT ratingsSubmitted

Hey there,With the recent changes, you are now unable to see or create a report where you can see the total number of Conversation ratings received throughout a specific time period.This is maybe the closes thing you can achieve. To sort the ratings and see the ratings for each mark, and then sum them up. However, in the AI and automation era, this is far from ideal. Even in the old(so called legacy) report, you were able to see this when you simply hover over it. I understand that we are entering an era of AI and automation. This is great progress but we should not neglect the most basic and simple graphs and statistics because they are essential for following the trends.Hope this makes sense.Best,Plamen Hristanov, Head of Support at NitroPack

Jason SchleifNew Participant

Ability to automate ticket creation with a MacroSubmitted

When using a Macro, have the ability to convert a conversation to a ticket.In situations where this needs to be sent to another team, and they work off of tickets, this would save time and help make sure these are converted so they get to that team and are addressed. Basically eliminating the possibility of human error and not converting to a ticket

Milasin PetrovicNew Participant

Workflows during a conversation: Cannot change ticket stateSubmitted

Duplicate created. Please vote here:

Drew BentrottNew Participant

Attribute Descriptions on HoverSubmitted

When hovering over a custom attribute (such as a ticket attribute), it would be helpful if the attribute description were displayed on hover. The descriptions sometimes contain helpful information about how to enter clean data for attributes; without this, both internal and external users are prone to entering invalid or messy data.

Angie WallsNew Participant

Exclude Data due to Holiday ClosuresSubmitted

Hello,When holiday closures occur and are documented as so, there is not currently a good way outside of a data pull and manual editing to exclude data from the reporting.For instance, when customer support is closed for a holiday the data around those cases impacted should be able to be excluded from statistics. Also currently, cases impacted by the holiday are getting hit with SLA violations even though they are not an SLA miss given we were closed. Thank you for your consideration.

Chris LloydNew Participant

Add support for Laravel LivewireSubmitted

Hi,Livewire (https://livewire.laravel.com) is a popular framework for creating Laravel apps that work like SPAs. Very similar to the way Turbo works for Rails.Like Turbo, Livewire replaces the entire <body> tag on each navigation, so as soon as you navigate the messenger is destroyed.Intercom includes support for Turbo by monitoring the “turbo:visit” and “turbo:load” events to unload and reload the messenger on every navigation. Livewire has equivalent events in “livewire:navigate” and “livewire:navigated” (https://livewire.laravel.com/docs/navigate#javascript-hooks).This request is to add livewire:navigate and livewire:navigated to the list of destroy/recreate events that the Intercom messenger loader observes.In the meantime I have worked around this issue by adding this to our codebase. It creates fake turbo events that the messenger responds to. This works fine to unload/reload the messenger on every navigation.document.addEventListener("livewire:navigate", (event) => document.dispatchEvent( new CustomEvent("turbo:visit", { detail: { url: event.detail.url.toString(), action: "advance", }, }), ),);document.addEventListener("livewire:navigated", () => document.dispatchEvent(new CustomEvent("turbo:load", { detail: { url: window.location.href } }))); Thanks! - Chris

Noga FrenkelNew Participant

Show the Related Articles list next to the title, as a side listSubmitted

Currently the Related Articles list is shown at the bottom of the article. The user need to scroll all the way down to see it. Would be great to have an option to put it at the top of the page next to title, similarly to where the Table of Content is located.

Nicole WendlerNew Participant

Dynamic links to Help Center articles inside articlesSubmitted

I’m looking to link to other articles inside articles without having to copy the actual URL of that article. The main issue using the direct URL is that I’ll need to update an article link whenever I adjust the corresponding article title (which is what just happens rather regularly in our case). Also, it is quite time-consuming to find an article URL manually rather than having an easy-to-use article search + linking function within the article I’m currently writing.

Fabio SeminarioNew Participant

Being able to search past conversations while keeping the active conversation in view.Submitted

Currently we are unable to search past conversations while keeping the active conversation open. We will have to have an additional Intercom window open if we want to use the search function and return to the active chat by clicking on the inbox without losing our position in the search.It would also be nice to have the ability to resize the search pane. Similar to how we are able to resize the active conversation column and details column. Thank you

Paulo ViniciusNew Participant

Create ticket back office and linked a company/contact and conversations using APISubmitted

Currently I searched all the documentation and help in support on creating a back office ticket and associating a conversation, but all the instructions were frustrated, it is not possible to associate a back office ticket via API, however using UI it is possible to create one back-office ticket linked to a conversation. I mean linked a ticket and not converting a conversation into a ticket! It would be great if there was the option to create a back-office ticket and associate it with a conversation. I currently use an external CRM to track opportunities, I did a customized integration by creating a commercial-type ticket where in the integration I create an opportunity in the CRM to track the sales pipeline. What happens is that I need to set up the opposite scenario, when an opportunity is created in the CRM, my customized API will create a conversation, a ticket, and associate them (CRM-ID, CONversa ID, Ticket ID). Here is my suggestion for future improvementsBoth attempts did not work"linked_objects": {"data": [{"id": "xxxxxxx","type": "conversation"}]} {"ticket_type_id": "your_ticket_type_id","conversation_id": "existing_conversation_id","title": "Your ticket title","description": "Ticket description"}

Sarah MastersNew Participant

Articles in NotesSubmitted

As a trainer of new employees, I would love the ability to be able to add Articles to notes. Sometimes, I have to type something up for them to copy/paste to our Users, and instead of typing *insert blank article here,* I’d like to just add the article.

Paul SullivanNew Participant

See IDs in the UISubmitted

When creating custom actions that work around visibility limitations in Workflows, it’s necessary to create API requests to find out the Intercom IDs of elements like Tags. It would be faster and easier to see this sort of information displayed in the UI, or at least have the option to expose the IDs to admins. Use case: I want to set a tag on a conversation when a tracker ticket is created from it. This will aid in understanding the lag time legitimate bug issues are worked on in support before involving other teams. Currently, workflows cannot do this (and a host of other arbitrary things, but that’s another request).

estilanNew Participant

Assign / Share Content SuggestionsSubmitted

When Fin makes a Content Suggestion I would like to forward that Suggestion to another team mate who could validate the answer or improve it. They may not be a Call agent so even being able to send this out in an email link or other way to tag or assing this so someone can process it.

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