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    3167 Ideas

    K
    Karen.MNew Participant

    search help center from slackSubmitted

    internal teams use the help center as well for customer facing and prospect facing content. This allows them to stay within a tool they are already using and to easily share information with teammates when questions arise. 

    1
    Jennifer K
    Forum|Forum|3 years ago
    U
    User2171New Participant

    In custom reports show count of conversations with attribute = unknown when segmentingSubmitted

    I am a “power user” of custom reports and with my teams I built multiple attributes with which we monitor the interactions between agents and our customers. We often set the value of attributes using macros, when we reply to customers. Sometimes attributes are set by the customer when navigating a workflow.One problem I encounter monitoring and creating table/column/line custom report is the fact that Intercom allows me to segment by a certain attribute (in my example here has_macro) but it doesn’t show me how many conversations there were with attribute = unknown (see screenshot) It is even possible to filter for attribute = unknown 😉 as you see from the following screenshotsWe came up with workarounds to always set certain attributes to a default value when a conversation is created via inbox rules but it would make much more sense that custom bots simply shows “unknown” or “empty” when segmenting data.

    1
    Jennifer K
    Forum|Forum|3 years ago
    Ryan G12
    Ryan G12New Participant

    Allow API to Modify Organization SettingsSubmitted

    The limitations of the Intercom API are numerous but one of the more frustrating ones is the ability to modify any and all organizational settings via the API.For example:Adding or modifying inbox rules Changing messenger inbound volume restrictions Changing messenger special notice Altering office hoursExample use case:My team rotates weekend support, meaning the hours that a support agent is actively available on the weekends change dynamically. I’d like to set different inbound volume restrictions that apply only on the weekends. A bonus would be setting them to apply during specific times based on our internal scheduling.Example use case #2:Pull from internal systems to schedule and automatically update the special notice shown in the messenger.Current limitation: No programmatic way update these settings via the API. Selenium is non-viable due a lack of a means of authorizing to the platform consistently.--There are other limitations in the API, like the fact its impossible to send out or modify non-conversational outbound messaging (like banners) from the API, but I’ll limit this idea to being including settings in the API.

    1
    Jennifer K
    Forum|Forum|3 years ago
    Justin Smith
    Justin SmithNew Participant

    ClickUp Integration Improvement | When creating a task it doesn't pass important detailsSubmitted

    When we create a task in ClickUp from the widget inside Intercom, it doesn’t pass the users First Name or email address to ClickUp. We have automations in ClickUp in place so that when our dev team marks something as QA VERIFIED LIVE, the user gets an email automatically letting them know it’s been resolved, but currently after creating the task from Intercom, we have to manually open ClickUp and add the users first name and email address to the created task. It’d be really nice if this information could pass automatically so that we didn’t have to do this manually. 

    2
    Jennifer K
    Forum|Forum|3 years ago
    D
    doig-mmConnector

    Any plans to allow Google Tag ManagerSubmitted

    Are there any plans to allow the addition of Google Tag Manager to our public help centre, e.g. mandoe.help?This would allow us to track visitor behaviour with Hotjar screen recordings.

    1
    Jennifer K
    Forum|Forum|3 years ago
    C
    Chris ElliotNew Participant

    Dynamic deeplinksSubmitted

    The ability to customise push notification deep link params based on event parameters!🔔 🔔 🔔 E.g. I have a login event and an event parameter with user id 1. My push notification deep link would be something like app://{id} or in this case app://1.

    1
    Jennifer K
    Forum|Forum|3 years ago
    M
    Michael B14New Participant

    There is a way to adjust the default position of the intercom button on desktop but not on mobile unless it is a native app using SDK.Submitted

    There is a way to adjust the default position of the intercom button on desktop but not on mobile unless it is a native app using SDK. PWA is very common, and might I add more accessible for a broader user base. Especially with the rise of no code, low code, and AI tools for MVPs. Please simply extend the exact same responsiveness in location for desktop to mobile! Who is with me? (original reference) - https://forum.intercom.com/s/question/0D55c00006G4LJWCA3/is-there-a-way-to-adjust-the-position-of-the-messenger-on-mobile-devices

    2
    Jennifer K
    Forum|Forum|3 years ago
    L
    Lauren LawrenceNew Participant

    Set Feature Image for Sharing a URL on SocialSubmitted

    Please allow Intercom users to set a feature image on Help Articles, so they show up when posting to Facebook or other social media platforms.  The image shows up fine on the PREVIEW before you officially post, but when you post, the image disappears, leaving your post severely lacking.  Here’s an example:   Even after using the Facebook debugging tool, this isn’t working.  Facebook Debugger Example with Warning 

    1
    Jennifer K
    Forum|Forum|3 years ago
    L
    LesterNew Participant

    It is curious to me that this isn't impacting more users but we would love the ability to disable the email that gets sent to a customer when they are added to an existing conversation chain on Intercom.Submitted

    It is curious to me that this isn't impacting more users but we would love the ability to disable the email that gets sent to a customer when they are added to an existing conversation chain on Intercom. Or basically any of the additional notification emails that are not just the message being sent by one of our team members.  It is creating a lot of complaints from our user base about receiving a double email and not being easily able to track the same email thread outside of intercom when multiple recipients get added to a thread. Not sure if or why there would be a limitation to implementing this but would be a game-changer for us. Unfortunately, it is happening enough of an impact that we are having to consider moving to a different platform which would prefer not to do but it is kind of a dealbreaker for our use case.   

    2
    Jennifer K
    Forum|Forum|3 years ago
    L
    LaMintActive User

    It would be helpful for FIN to be able to access content that is published to the HC but not to a collection.Submitted

    It would be really helpful if we could make FIN access content that is published in the HC, but not added to any collection. i.e. it's available to FIN, but not searchable by customers directly. This would allow us to enable FIN to solve specific issues for customers with troubleshooting ideas- without us adding them live to our HC. This could add confusion for customers who don't have these unique issues, but save an agent from having to get involved with a simple troubelshooting exercise.

    1
    Jennifer K
    Forum|Forum|3 years ago
    R
    Richard CNew Participant

    I would like to have a link on our website that links out to Articles, opening a specific article in the Messenger.Released

    I would like to have a link on our website that links out to Articles, opening a specific article in the Messenger.Thanks

    2
    Jennifer K
    Forum|Forum|3 years ago
    O
    OliviaatCopilotNew Participant

    Search for Recent EventsSubmitted

    Hello!Our team would find it extremely beneficial if there was a feature to search “recent events” in Intercom.We send a lot of events (important, but alot of them) to Intercom, so it would be really helpful to be able to search or jump to particular events.

    1
    Jennifer K
    Forum|Forum|3 years ago
    E
    Erin KActive User

    Internal notes in a ticket should be yelllowSubmitted

    In normal conversations notes are yellow to make sure you know it’s internal. However, on the tickets view you can only leave notes so it’s left white. However, I think this creates some confusion and makes it a bit nerve-wracking to leave notes for fear the customer will see it.

    1
    Jennifer K
    Forum|Forum|3 years ago
    M
    MargotNew Participant

    Two notification features that would be super helpful:Submitted

    Two notification features that would be super helpful:Have a notification sound played when I am tagged in an internal note on a chat. These are often urgent and I don't always see them right away if I'm on another page/tab.Have the ability to play different sounds for new/unassigned chats vs. existing chats assigned to me.

    3
    Jennifer K
    Forum|Forum|3 years ago
    R
    RezNew Participant

    Would be useful to bulk delete Outbound message templates.Released

    Would be useful to bulk delete Outbound message templates.The team over the last year have made a mess of chats, posts, emails etc and the only way to delete is one by one. 

    1
    Jennifer K
    Forum|Forum|3 years ago
    S
    Innovator ✨
    sharleenInnovator ✨

    I would really like to understand my levels of customer engagement with intercom.Archived

    I would really like to understand my levels of customer engagement with intercom.Currently, the overview report shows the number of NEW users, and how many of them started conversations, replied, and reacted to articles.I would like to see (for the selected time period) total number of users (separate from visitors) that were seen by intercom, how many read an article, and how many started a conversation. If you can combine this with the conversational support funnel (members seeking support) so we can get a full picture of those who are seen by intercom vs those that interact, this would be so much more helpful! When you allow us to filter that by segments.....even better!

    1
    Jennifer K
    Forum|Forum|3 years ago
    E
    Erin KActive User

    Email Transcript settingsSubmitted

    I wish that there was more ability to customize the email transcript settings. Right now it’s either on or off for the entire workspace, and it’s required to be two minutes. I wish that I could set that to 5 minutes instead of two.

    0
    E
    Forum|Forum|3 years ago

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