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Forum|Forum|2 years ago

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Pat BarlowConnector

When creating a new conversation, contextually assign the team/userSubmitted

When I create a new conversation, it would be good if it could pre-assign it to the team and myself based on where I’m creating it from. E.g. If I’m on the Support team view, when I create a new convo, it should be assigned to me and Support by default

Forum|Forum|2 years ago

NoemiNew Participant

Ability to untag or tag a filtered usersSubmitted

When updating users by CSV there is NOT option to delete old tags if they are there, leaving us wwith lot’s of users with old “status” tag. Would really be a great addition to the user filter options to be able to have a UnTag Remove tag next to the TAG option there.

Forum|Forum|2 years ago

Dexter BlakelyNew Participant

Better Enterprise Picture CapabilitiesSubmitted

I work for a company that deals with a lot of our customers’ most sensitive information. Because of this, we have restrictions in place on what our chat agents are able to access. We also want to make sure we’re providing a good experience for our customers, so it’s important to be able to have the chat agent profile pictures. We’ve developed a customer workaround for our agents to be able to upload a profile picture and it works OK. We already have an SSO integration with Office 365 and each person already has their own profile picture in there. Would it be possible to add a feature to the integration that will pull that persons profile picture from their SSO account?Another capability that would make the process better for us could be the capability to have a user admin who can upload a profile picture for another user.

Forum|Forum|2 years ago

Hugo AlvaresConnector

iOS push notifications - add support for mutable-contentSubmitted

When creating a "mobile push” outbound message, add a checkbox under the iOS configuration for enabling the “mutable-content” attribute in the push notification payload.This property will allow developers to “intercept” the push notification when it reaches the device, and manipulate it before displaying it to the user.One use case would be to set the count badge on the home screen icon. A similar request:Another use case:More info:https://developer.apple.com/documentation/usernotifications/modifying_content_in_newly_delivered_notifications?language=objcOne example of this feature in a similar product:

Forum|Forum|2 years ago

Rhiann PorterConnector

Central Settings page for creating and editing SLAsSubmitted

I feel like it would make a lot of sense if there was a Settings page for SLAs where you could view, create, and edit SLAs. Currently the only way I’m able to alter an SLA is to create a new one in Rules, then go to the SLAs Setting and archive the old one. It would be a lot easier if we could just view and edit SLAs in one central place. Is this something that might already be in the works? Or am I missing something in the settings?

Forum|Forum|2 years ago

Sonia MoaieryNew Participant

Alerts or Notification for News CenterSubmitted

Hi everyone - we recently started using Intercom’s “News Center” feature ( https://news.intercom.com/skilljar ) and our customers and internal employees love it but many folks (customers and employees) have asked if there’s a way they can “follow” this page and get alerted every time a new post is added or get it pushed into an internal slack channel? They know they can see it in the News tab of our messenger in our product, but they’re looking for an alert that doesn’t require them to be logged in to our product. Any ideas for ways to make this happen, I don’t think it’s a feature Intercom has!

Forum|Forum|2 years ago

Haley LasleyNew Participant

Unpublished/Draft CollectionsSubmitted

It would be nice to have the ability to create a collection of articles that is held as a “Draft” until the entire collection is ready to be published. For example, if our team is working on a new product that will have it’s own collection of articles, we could go ahead and start working on the collection design before it goes live.

Forum|Forum|2 years ago

Michael LambertNew Participant

Make the widget hide-able/dismissible for usersSubmitted

I looked and didn’t see mention of this, so creating a new idea post. We use intercom in our app and have had overwhelmingly positive feedback. One of the few hang-ups is that it ends up occasionally blocking tasks or text boxes, especially on smaller screen sizes. There isn’t currently an option in Intercom to make the widget dismissible or hide-able, and it can’t be moved around to see what’s behind it. We could try and tack on a hide button and use the `Intercom.hide/show` functions ourselves, but it would probably be pretty janky. In my mind, this “hide” button would appear on the widget on hover (image 1). Clicking it would either:Hide the widget until the next page reload Move the widget off the screen with a small button to bring it back (image 2)Example “hide” buttonExample “unhide” button

Forum|Forum|2 years ago

Jess WNew Participant

Exporting ticket attributesReleased

Exporting ticket attributes It'd be great to be able to export ticket attributes into a .csv file. We plan to include a summary of the issue's resolution in the ticket attributes and we would need to be able to export the attributes for our analysis. We're currently adding the summaries into internal notes, but since notes are not exported in the conversation transcripts, they don't help with the actual analysis we do.

Forum|Forum|2 years ago

Keeton SchenckNew Participant

Formatting question for Help CenterSubmitted

I have multiple subcategories of collections in my Help Center. I want to remove the collection from showing the # of articles are in the collection. The number is distracting (see image). Is this possible?

Forum|Forum|2 years ago

LaMintActive User

Can I customise icon colours individually?Released

In the latest HC update releases, there is an option to customise your icon colours for your collections, images and background. However it sems like I can only choose one colour for all of the icons. It would be more helpful if I could customise each icon for each collection in a different colour. This would help to make the differentiation of topics more intuitive for the customer, especially if we could follow through with that colour coding for all related articles. e.g. If I have a collection called troubleshooting, I could colour code it in blue, and then all troubleshooting articles could have that same blue element to visually link them. Is any of this possible?

Forum|Forum|2 years ago

Philipp HofmannNew Participant

Support of variables in WhatsApp templatesSubmitted

Not sure, why Intercom continues to not support variables in outbound WhatsApp templates, while WhatsApp API and literary every 10 bucks WhatsApp support tool out there supports this.This cuts down at least 80% in value on this (paid) add-on. You cannot even do a simple message like “Dear {customer.name}”. With the current implementation and no customization at all, messages look like super fishy to users. In addition, you need to create a new template for every single scenario you may want to reach out to a user. We worked with several other platforms before intercom where we just had support templates like “Dear {customer.name}, I am Philipp from XYZ, I am reaching out to you regarding {custom.topic}. Looking forward to hear back from you. Cheers Philipp”I want to emphazise that not being able to do this is not just a little UX issue or optimization potential, but actually freezes the use of that channel for us in practise, whiel WhatsApp is actually >80% of all communication. So please, we and I think the whole Intercom community using WhatsApp integration would really appreciate some movement on this end. CheersPhilipp

Forum|Forum|2 years ago

Nava SupportConnector

Flutter SDKSubmitted

It would be great to have Flutter SDK support!

Forum|Forum|2 years ago

ibrahim_aqarNew Participant

Open a specific conversation on Web or Mobile SDKsSubmitted

It would be great to have the option to open a specific conversation for the customer when on web / mobile based triggered via the SDKs.

Forum|Forum|2 years ago

Colleen WeatherallConnector

Target relevant articles for context-sensitive helpSubmitted

It would be great to link to a targeted article from my app, so when users open the Intercom widget they automatically see the correct article based on their in-app location, eliminating the need for search.

Forum|Forum|2 years ago

MaxDUSKNew Participant

Workflow actions once customer has submitted a ticketSubmitted

We are testing out using the Intercom ticket system for customers to easily track issues with the app.We currently have a workflow setup that will funnel users issues, and if it requires a ticket, it will send the customer a ticket to fill out. One issue with this, is we can’t do any workflow actions when the customer completes the ticket. This means we have to send the ticket, and continue the workflow without knowing if they have completed the ticket or not. We would like to be able to continue the workflow based off ticket completion, just like if the customer clicked a reply button, or did another action that continues the workflow. We can send a ticket, but there is no option to continue the workflow after ticket completion

Forum|Forum|2 years ago

DavidCNew Participant

Delete Ticket Types, Ticket Attributes and reuse ticket attributesSubmitted

The ability to delete archived ticket types to keep workspaces nice and tidy.With a limit to the total number of ticket attributes, being able to delete archived ticket attributes is essential.The ability to reuse ticket attributes across multiple ticket types will help to stay within the ticket attribute limit.

Forum|Forum|2 years ago

practiv-warrenmNew Member

Requirement to create user segments/filtering based on event metadataSubmitted

It seems to be quite a popular question, Here are two instances excluding my own request: Can the devs add the functionality to allow filtering on event metadata just as we can with user traits. ie. Country is “Australia”I am able to use the APIs to get users filtered by event and then further by event metadata, but seems easily achievable and something that should be available for our customers to do themselves via the Intercom UI.I would personally appreciate this feature.

Forum|Forum|2 years ago

Soo Sup ChaNew Participant

Can an inbound chat be more noticeable when they come in, like a stronger alert (think parrot squawking sound).Submitted

I think it would be great to have all chats coming in a clearer way so that the responder is notified in an obvious way.

Forum|Forum|2 years ago

Corrie Hermans-WebsterConnector

News should appear as a collection in the Help CenterSubmitted

I would like to show my News as a collection within the help center. Currently, if wanted, I would have to duplicated every news article as a support article. There should be a yes/no toggle to have News appear as a collection within my help center.

Forum|Forum|2 years ago

Bryan ChristiaensNew Participant

When are you planning to support 'showCollections' Javascript API Method?Submitted

We would like to push customers to experience the Messenger and not open new tabs or windows, we have in our UI links to entire collections, handy to present the overall capabilities related to an area of our product. But right now there is no support for a 'showCollections' Javascript API Method. It would be so handy, and will allow us to make the jump in using all the other javascript method for a messenger first experience!

Forum|Forum|2 years ago

User1349Connector

Scheduled report for custom reportSubmitted

Not sure why this isn’t possible but it would be great to have the schedule report function for custom report. Also schedule report isn’t possible for ticket :(

Forum|Forum|2 years ago

Laura DNew Participant

Internal Custom Bot for CS RepsSubmitted

We are working on a customer-facing bot right now to help troubleshoot one of our products. We are onboarding a new team member soon, and I thought this morning that the bot would be helpful for them as well to understand the steps we use when troubleshooting this product. It made me think, that it would be great if we could build internal-facing bots for our CS reps to reference when responding to email conversations. They could go through the questions, and then it can help them know what steps to recommend to clients take.

Forum|Forum|3 years ago

Paige BarnettNew Participant

Inline Images with TextSubmitted

We really need to place inline images within article text. Our product has icons and our articles need instructions where we place an image {image icon here} in the text as a part of the instruction.

Forum|Forum|3 years ago