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Nancy RauschNew Participant

It would be super nice to be able to remap the shortcut keys to my preferred values.Submitted

It would be super nice to be able to remap the shortcut keys to my preferred values. For example, closing a conversation is a lot of clicks. Would be nice to have ctrl-x or ctrl-c or something similar like other keyboard commands in other editors. If I could map them myself that would be great.

User2149Active User

FIN ambiguous repliesSubmitted

I would like to suggest a feature where FIN doesn’t answer a message or email if he doesn’t know the answer with a certain confidence leve.It should immediately transfer towards a human agent to avoid a useless back and forth with a customer or lead.IMO it’s better to get an extra message to a human agent then sending useless replies to people.Thanks!

Jennifer BedardActive User

Add Custom States to Ticket Data ExportSubmitted

It would be incredibly helpful for client reporting to add the option to include time in custom states to the data exports for tickets, similar to the existing “time in submitted” “time in progress” and “time in resolved” options: https://app.intercom.com/a/apps/n7bz1b4g/reports/customer-support/export

Ed LeurebourgNew Participant

Add Product Tours as a content type for AI AgentSubmitted

If there is a relevant product tour to answer a customer question, Fin should be able to automatically offer it to the customer within the chat to complete.

Yair ZirulnikNew Participant

Apart from users and messages, be able to tag ticketsSubmitted

Let's say I have a bunch of tickets connected to conversations, lets say the ticket type is "bug" and it's for bugs. Now if I wanted to tag all "bug" conversations in bulk, I couldn't. Because if I select them all and edit in bulk to add these tags, the system won't tag the tickets, as tags only work in conversations. This messes with bulk actions enormously.So we should be able to either 1 - tag tickets too, or 2 - bulk editing tickets to add tags, the tags should get added to the conversation that is connected to it. Tagging tickets sounds like the best, though, because then reports can be made based on the tags for them too.

Angie WallsNew Participant

System Admin Customers to View all Tickets for CompanySubmitted

Hello,Currently, to my knowledge, our customers are only able to view their own conversations and track their own tickets meaning it would have to be tied to their name.We would like to request the capability to set level access to tickets and conversations so that some of our customers (for instance system administrators) be able to access all tickets and conversations for their entire company. For our Enterprise customers we host meetings with key system adminstrators on their end to discuss current outstanding tickets and it would be ideal for them to be able to have sightline on this and minimally to be able to recieve and view the updates on tickets as they progress through various statuses. Thank you for your consideration.

LenaPMNew Participant

Show emails send via Series in "Recent Conversations"Submitted

When sending emails through the Proactive Support Series, they don’t appear in the “Recent Conversations” section, which makes it difficult to have a complete view of the User/Lead’s interactions. Currently, these emails are only visible when you directly access the user’s profile.

Makeswift SupportNew Participant

Add an "Upsert Contact" EndpointSubmitted

The API has an “upsert company” endpoint. This is beyond useful compared to the much more fragile process of creating a contact:The “create contact” endpoint 409’s if there is a conflict - it does return the id in the message, which is good, but it should do so in a more structured way. Having to rely on this is finnicky. Having to then call 3 endpoints is tedious and leaves the door open for race conditions (which I’ve definitely experienced), e.g. search contacts, not found, then conflict on create contact. search contacts if found update contact if not found create contact I’ve actually noticed it’s more reliable to call create contact, then handle the 409 conflict with the returned id. Anyway, I think there’s a huge opportunity for improvement and symmetry in the API by adding an “upsert contact” endpoint.This would mirror the well done “upsert company endpoint” It would eliminate the mentioned poor user experience.

Macall GardnerNew Participant

Reporting: First Day Solved (FDR) metric. Closed conversations in first 24 hoursSubmitted

Looking for a way to measure the amount of conversations closed in first 24 hours it was opened. This is different from Closed conversations on first contact rate or FCR measurements because that only measures cases that only 1 team member has been involved with or only measures the very first contact. First Day Resolution (FDR) over First Contact Resolution (FCR) can provide unique advantages, especially in cases where complex inquiries or multi-step solutions are common. Here’s why FDR can be beneficial:Supports Complex Issue ResolutionBalances Efficiency with QualityReduces Repeat Contacts and Follow-upsProvides a Better Indicator of Service Quality for Certain BusinessesFDR allows for a realistic timeframe to resolve more complex issues that can’t be immediately handled in a single interaction, focusing on achieving resolution within a day rather than in a single contact. This gives agents the time to investigate thoroughly, consult with other departments, or gather necessary information without rushing. FCR, by contrast, can push agents to resolve an issue quickly in one contact, which may not be feasible for more involved problems, potentially affecting resolution quality.In sum, FDR is particularly useful in environments requiring thoughtful resolutions within a reasonable timeframe. It balances responsiveness with the flexibility needed for quality service, while FCR remains beneficial in scenarios focused on efficiency and straightforward inquiries. I understand FCR may work from some service desks but for a more IT based Technical Service desk, FDR is more standard practices. Product ask: Please add a filter or report way that we can review Closed conversations in first X amount of hours. Some businesses may even want by Business Hours, we would be happy with just a rolling 24 hours.

Macall GardnerNew Participant

Reporting: Agent Access limits vs all or noneSubmitted

Currently right now role permissions for REPORT settings are pretty much see them all or see none of them. Would like to be able to select what reports are visible for users. Business use case: Support Techs to have visibility to just their personal performance metrics not their peers to help with supporting more confidential performance issues someone on the team might be having that only a person in leadership role should be addressing.

Plamen HristanovNew Participant

Being able to edit workflows more efficiently by adding mid-paths or change path directionsSubmitted

Hey everyone,We are relying massively on the workflows and overall, they are great. However, there is one limitation that is a real pain. The inability to add mid-paths or change the path directions. And what I mean by that is the following example. I know it’s a simple one but imagine how this will look if you have to edit a complex workflow.Here is the example.I have a workflow that simply asks for Conversation rating and depending on the rating, it notifies a Slack channel; I want simply to add a check where if the conversation as already rated, we should not send a CSAT rating again. The configuration should be edited by simply adding this branch that will check if Conversation rating was already requested. However, if I want to do this change, I have to add the condition here Currently, this is not possible. So I have to delete all paths, and simply start everything from scratch. This won’t be a huge work for this particular example but if I want to rebuild some of our complex workflows, this will be a huuuge pain. Idea: Being able to edit path directions and adding mid-paths without the need of deleting all the steps that follows.

Alex RublevNew Participant

Increase attachments maximum sizeSubmitted

Don't scroll past! Give an upvote if you want to avoid the risk of losing attachments without even knowing it. The current 20 MB limit for incoming email attachments is absolutely ridiculous in 2024!Even worse - when email attachments exceed this limit, they are silently rejected with zero notification to either the sender or the organization. This is completely unacceptable for a paid business solution!AT MINIMUM, you should implement notifications when email attachments are rejected. Better yet, increase this laughably low limit to match modern standards.As a paying customer, I find this situation absurd. Please address this ASAP.

Moneybird PartnersNew Participant

AI generated conversation titlesSubmitted

The large list of conversations is very difficult to scan because I can only read the (company) name of the person and the last message (which is often not descriptive enough). I would be useful if a conversation would be automatically titled by AI. Similarly to how ChatGPT chats are titled.

ericMBActive User

Search non-text characters, pleaseSubmitted

Currently, search for standalone non-text characters like hyphens and underscores fail.They return “no results found”. But it would be very helpful if they were found, when they exist.MOTIVATIONIt would be nice to know everything I need to know when writing a UI article.It really would!But there are often questions. I need to make note of them somehow, and make sure to get answers before the article goes out the door. The best way to do that, in my experience, has been to mark those areas with underscores. (Dashes would work, too, if they weren’t used in so many compound words.)I’ll often use sequences like this:“__TBD: The interface lets you do this...__”“Learn more in __Link:That article__”At times, I might also use underscores without a prefix, in a fill in the blanks manner:“Click __button__ to do something”“__VIs that how it works?__”In short, there are many times that I need to mark “information to be provided later” in such a way that:a. It stands out from the text, instead of blending in (to make it easy to spot)b. It lets me capture my thoughts & phrasing while I’m there, thinking about it.c. I can FIND it again later. I’m so used to that way of doing things that my final clean-up step is to search for double-underscores.The double-underscore search typically finds all of the idioms listed above, and any others I’ve forgotten to list.Intercom is the first publication system I’ve used (of many) in which that search fails.That’s not to say that I’m wedded to the idea of using underscores. Maybe I could mark such things with a double-asterix, or double exclamations points, or anything else that Intercom can find with a Content search.The KEY is that the mark-up mechanism stands out from the text, so it’s visible on a casual inspection.Most other systems let me color text, so I will often put such things in bold, red, so they fairly leap out from the page. I’m not asking for that --it adds work in the editor, which needs to be 100% solid and reliable.But surely search can be improved.thanks for listening!eric

Vansha VashistaNew Participant

Save Survey Response Date to a user attribute.Submitted

It would be great if there was a “last survey response date” user attribute that stored the last date a user responded to a survey. We can see this data under survey responses, however, since it’s not a stored attribute, we can’t sync the data back to a CRM - in my case, back to HubSpot.We also can’t use it as a filter to build audience list or segment customers. The data is literally there, but only way to use it is to export into a sheet, then manually import to HubSpot. It’s just not scalable as is but adding this function will save us so much time and effort.

KrisNew Participant

Events and attributes dashboardSubmitted

Would be great if there was a page where I could see all of the events in real time. Also amazing if there was an attributes dashboard. We pass a lot of data to intercom and would like to be able to put that into charts and graphis.

Eirine SchneiderNew Participant

Enable Connection of Personal WeChat Accounts via APISubmitted

Our team would benefit hugely from a feature that allows integration of personal WeChat accounts via API with Intercom. This functionality would enable seamless communication between our team and customers who primarily use WeChat for support and engagement, ensuring our ability to engage with China-based users on their preferred platforms.Key Benefits:Enhanced Customer Engagement - Majority of our users in our most saturated region favor WeChat for communication, and this integration would allow us to meet customers where they already are, improving response times and engagement quality. Centralized Communication - By connecting personal WeChat accounts, our team can manage all customer interactions directly within Intercom, helping to streamline support processes and ensure consistent customer experience across channels. Expanded Reach - Adding WeChat to Intercom would allow us to reach a broader user base, particularly in markets where WeChat is the dominant messaging platform.Current Limitations with Octopods App:While the Intercom app Octopods currently offers a WeChat integration, it only supports connections to official WeChat accounts. This setup restricts our ability to interact in group chats and limits the flexibility needed for real-time customer support and engagement, which are essential for building community, addressing multiple customer concerns, and managing high-touch engagement.Suggested Implementation Details:API Integration - Develop a secure API allowing users to link their personal WeChat accounts directly to Intercom. Message Syncing - Ensure two-way message synchronization so conversations are updated in real-time across both platforms. Security & Compliance - Include authentication and data security measures to meet both WeChat's and Intercom’s compliance standards.Potential Use Cases:Customer service teams managing high volumes of support requests from WeChat users. Sales and engagement teams interacting with leads and prospects on WeChat to build stronger customer relationships in China.Thank you for considering this feature request!

JudeNew Participant

Enhanced Button Layout to Prevent Accidental ClosuresSubmitted

Problem:The current layout has the Snooze and Close buttons placed closely together, leading to accidental conversation closures when agents intend to use the Snooze feature. This causes DSATs. Proposed Solution:Separate the Close button from the Snooze and other buttons to minimize accidental clicks.

Jihan JavierNew Participant

Customise when "that helped" or "wait for team" appears in the FIN workflowSubmitted

It would be great to have an option like 'Ask Another Question' to encourage users to keep engaging with FIN and explore more on their own.Right now, after FIN answers a question, users see 'That helped' or 'Wait for the team,' which either closes the conversation or puts them on hold for human support. This isn't ideal if we want to guide users toward self-serving. Adding an option that nudges them to keep asking could make a real difference."

Stefan ENew Participant

Exclude Entire Article Content from Help Center SearchSubmitted

Hello Team,Is there a way to exclude specific articles from the search, ideally even through code if possible?Use Case: We have overview articles, like "Start Here," that link to other articles, such as "Check out Sidebar." Currently, when users search for "Sidebar" in our Help Center, the overview article appears first, which just links to the desired content. We've received a few negative comments from users about this experience.We’d greatly appreciate a solution for this. Thank you!

Christina SNew Participant

When A customer replies to outboundSubmitted

In the Rules there was the option “When - A customer replies to outbound content”. This is not available in the workflows. It is only partially available where you select “Client- Has replied to post.”where you need to point out every post, by name.While in the rules it was for all posts, situation that helped a lot with the assignment of the responses to the posts.It would be much more useful to have the ability to assign the conversation if the client responded to a post is “true” instead of having to add multiple audience rules for every post.Below, I have added the example from the old automations, as you can see it is very simple, it handles all the Posts.And the workflow version where we need to point to every post that we want to include. So in the end it is not an idea, basically it is a request to import this option from rules to workflows, as it was very useful. Thank you.

1800MaxNew Participant

Collect Data: TicketSubmitted

If your team could add something like await response from user(within workflows) but instead of a response it would be await ticket fill inBascially allowing for a different type of input; like instead of a message / text filed it would be the completion of the ticket

Angel HorowitzActive User

Messenger - Customer-Facing Conversation TitlesSubmitted

Request:Add customer-facing titles to conversations.Reasoning:It’s very frustrating as a customer when you’re trying to go back and look at a past conversation to see an answer that was given by Support to reference again. There are times I can’t find the answer and have to open up a new conversation to ask the same question again. If this is frustrating for me as a customer of Intercom, I know this has to be frustrating for our customers as well. Example of Requested Change:

Shane WaNew Participant

See when an agent goes online in realtime DashboardSubmitted

Currently the only way to see when agents set themselves as Active is by creating a custom report for Teammate Time Active, and then drilling down. This is fine for historical monitoring. It would be great if, in the realtime dashboard, next to the agents we could see “Logged on at:” for that specific day. Currently the First Online metric doesn’t seem to do this as it checks for the last 24 hours, and not the day itself (12am onwards for example)

Julia S.New Participant

Models with API variables in occasional WhatsApp sendsSubmitted

I want models with API variables to appear in one-off submissions, today this type of model is only available for batch submissions and our team needs to try to contact our customers by providing their first names to have a closer relationship.

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