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    TimNew Participant

    Single button spell checkSubmitted

    Single button click to have FIN AI check spelling and grammar.  For high-frequency help desk users, would be helpful for staff to just do a single click to quickly check spelling. 

    0
    2 years ago
    Edwin SauerNew Participant

    Allow embedding from https://clypp.appSubmitted

    SMB and corporate clients in Germany and Western Europe relying on Clypp as their main video knowledgement hub are frequently asking for an embed option on Intercom, both in articles as well as custom answers

    0
    2 years ago
    ImmortalConnector

    Lead QualificationSubmitted

    It would be great if we can manually reorder lead qualifications https://prnt.sc/Nc634gNyy15RBecause if we have many options, and when we create a new one and we need to add it in the beginning, we have to remove all options and add them from the start

    0
    2 years ago
    Jennifer BedardActive User

    Integrate with shortcutSubmitted

    Please support an integration with Shortcut (https://www.shortcut.com/) for ticketing purposes!

    0
    2 years ago
    Jennifer BedardActive User

    PDFs and Scheduled Reports for Custom ReportingSubmitted

    It would be helpful to enable the “Email PDF” option on custom reportsExample from a default report 

    0
    2 years ago
    RebeccaNew Participant

    Ability to tag entire teamReleased

    We’ve recently rolled out Intercom tickets & teams - one thing that would really improve the cross-team experience is the ability to create a team/group tag (essentially what exists in slack) so that you can tag the team it was escalated to rather than only an individual teammate/assignee in notes and threads. This is especially useful for complex tickets or for when the ticket was initially assigned to one person who is out of office before the issue is resolved.

    6
    Nur Nahid
    2 years ago
    Martin LópezNew Participant

    Allow file attachment on SDKSubmitted

    We are looking for a way to allow users to attach any type of files (mainly PDF, Docs, etc.) to the Intercom chat via SDK. 

    0
    2 years ago
    CS ToolsNew Participant

    Add "Email To" as an attribute that can be used in a Custom ActionSubmitted

    Hello! We would like to request that the “Email To” attribute (Email address to which the message is sent to by the customer) is included in the available attributes that can be sent to an external API via Custom actions. As you can see in this image, that specific attribute is not currently available, so we can’t differentiate which address did we received the email to, so we can run a different action depending on the receiving address.It would also be great to have the Email Subject attribute available, and a “Has attachment” attribute that is “True” if  the message has an attachment, and “False” if it doesn’t. This would allow further customization / automation using Intercom’s current tools.Thanks! 

    0
    2 years ago
    Kaitlyn FosterNew Participant

    Filter Intercom Reports to Remove Internal StaffSubmitted

    Looking at our reporting data, there’s a major spike in article views in September of 24 - 360% growth. That growth is likely a result of some internal staff looking at the articles, but I can’t prove it without removing internal staff from the reporting, and I don’t see a way to do that.Without removing internal staff (via something like removing all folks with a certain email suffix), there’s noise in our data that makes it less useful.

    0
    2 years ago
    Rachel GordonNew Participant

    Link Tracker Tickets to MacroSubmitted

    It would be great to have the ability to link tracker tickets to existing macros. Often times, our team creates a macro for commonly asked questions or issues, and we would like to be able to link a tracker ticket to our macros that require follow up. This will ensure that no conversations are missed when sending a follow up to users, as the tracker ticket will already be linked to each conversation that we’ve used the macro on.

    0
    2 years ago
    DesislavaNew Participant

    Allow setting custom articles as suggested under the Search for help option in MessengerSubmitted

    We have a global audience, and we want to suggest a specific set of articles to them by default in Messenger without having to set audience rules that would hide content - they need to see the whole help desk. 

    0
    2 years ago
    Pedro Henrique StivalNew Participant

    User can take photo from your camera in SDK chatArchived

    Is there a reason why you can't use the camera's phone to take a photo during a conversation? As far as I can tell all you're able to do is to use photos from the camera roll. This seems a strange choice. It seems far more likely that a user would want to illustrate their issue during a conversation, rather than have to exit the app, open the camera, take a photo, then return to the app, open the conversation again and then find the photo in their Camera

    2
    Jennifer K
    2 years ago
    DavidCNew Participant

    Priority First Conversation SortingArchived

    In Priority First sorting mode, the secondary sort order is Newest. There needs to be an option to change this to Oldest or Waiting Longest. Alternatively, Priority conversations should always appear at the top of the conversation list, regardless of the sort order to indicate actual priority.

    2
    Jennifer K
    2 years ago
    Oliver CookConnector

    Train FIN custom answers (resolution bots) to recognise irrelevant queriesArchived

    I know you can train a custom answer to recognise queries by providing multiple different phrases and linking them to queries asked by customers. However when a bot is triggered by a query, it would be great for us to be able to mark that the custom answer was incorrectly triggered.Basically get it to learn from its mistakes so that if a similar query was asked again, FIN would know NOT to send that custom answer.

    2
    Jennifer K
    2 years ago
    Kelly RumminsNew Participant

    Sorting by name under contactsArchived

    Sorting under contacts only seems to work for date and number variables. I’d like to be able to sort for example by company name alphabetically.

    2
    Jennifer K
    2 years ago
    Lisa HenkelNew Participant

    disable snoozeArchived

    Is there a way to remove the snooze option form my chats?  

    4
    Jennifer K
    2 years ago
    Jason L12Connector

    Stand alone surveysArchived

    At present, surveys are only available to overlay upon other content, as secondary/assistive content.There are times where you would want to send out a stand alone survey.An example we have run into is that we wish to send out a survey via email to new customers that are onboarding. We don’t want them to have to enter the app or website to be able to fill in the survey, there doesn’t seem to be a solution for this right now.

    2
    Jennifer K
    2 years ago
    User279New Participant

    FIN ingest MacrosArchived

    It would be very helpful if FIN could ingest Macros. I know we can create snippets, but this would require to update 2 sources od content every time we need to create/dekete/update a macro

    3
    Jennifer K
    2 years ago
    sedouardNew Participant

    Can I create a chat experience for my users to connect with their clients?Archived

    I have a platform where I allow my users to spin up a sales proposal for their clients. I’d love to be able to add intercom chat to it but clearly my user only should be able to view their own customers, not the customers of other users. Is this at all possible with Intercom or the Intercom API?

    4
    Jennifer K
    2 years ago
    Sarah AndrewsNew Participant

    Is there a less manual way to send emails in multiple languages?Archived

    Hey all,  I was wondering if anyone uses Intercom to send emails to multiple markets in multiple languages? At the moment we are having to create 13 different HTML templates and manually copy and paste in the correct languages. This is extremely time consuming. Is anyone else in the same situation?  The reason I ask is that with other ESPs I’ve used connected content and sheetlabs etc, and was wondering if Intercom supported anything similar and if not, what other companies are doing to make this task less manual and time consuming?

    3
    Jennifer K
    2 years ago
    Mallika ChawlaNew Participant

    User feedback from ticketsArchived

    Is there a way for Intercom to read all the tickets on a given day and give a summary of any trends both good or bad feedback from users? Also any product features or feature requests from customers based on the tickets?

    2
    Jennifer K
    2 years ago
    Bryan ChristiaensNew Participant

    API support for audience parametersArchived

    For us it would be REALLY handy to be able to control the audience setting via APIs, we are using those a lot, and we have more than 500 articles… without API support the maintenance of this audience rule is painful.We would need to at least be able to get API visibility on the rules applied, and ideally also edit rights.

    2
    Jennifer K
    2 years ago
    Megan RoseNew Member

    Bug Reports and Product Feedback for Intercom to Review (& Fin Avoidance)Archived

    There’s a really straightforward bug I tried to report yesterday but had to have a painfully long “conversation” with Fin. It’s been a day now and I was prompted regarding the long wait, whether I still need assistance or not.It feels really silly to wait to speak to a person (after giving all the bug information to the bot) for information like this that can simply be relayed and read whenever Intercom staff has the time.I’d really like to see a way to bypass Fin to directly report bugs or give feedback on the product. I’d prefer if Intercom reach out to me if they don’t understand my bug report or product feedback, rather than needing to be available to reply whenever they get a chance to check my message. I think it would save both customers and Intercom staff’s time.(FWIW, the bug I want to report is that when you upload a user csv without a header row and it has errors, each line it reports an error on is off by 1 row. For example my error report said 3, 11, 17, 25 but those entries were imported correctly and it was 4, 12, 18, and 26 that had an import error. So it took me a long time to figure this pattern out because I felt the need to check every single entry, since I was having both false positives and false negatives when I spot-checked the list.)

    2
    Jennifer K
    2 years ago
    Rohan KNew Participant

    Advanced Data analysis with Intercom using GPTArchived

    Hello, I would like to suggest a feature, which I think could have an major impact on how all of Intercom’s customers use reporting tools currently.  Recently, Chatgpt 4 released an Advanced Data analysis tool with GPT which could read CSV or any kinds of reports and provide answers back to users, it can also show trends, create charts and almost anything which anyone would need.  Now hear me out, here’s my idea - Intercom has all the data points/ reports for any workspace, what if this could be integrated with some GPT solution within Intercom, so that instead of us trying to manually spend hours in looking at reports, we can simply ask questions and get reports on the exact data which matters to us. I think it could be a game changer.  Would love to hear thoughts from Intercom’s team here. Thanks

    2
    Jennifer K
    2 years ago
    Rohan KNew Participant

    OCR support for FINArchived

    I want to share an idea to improve performance for FIN. I noticed many times when user faces any issue with the platform, they send a screenshot of the error message to FIN rather than typing out the actual error. Even if we have written content, to explain users what the error could be about and how to fix it, but FIN is not able to help with these conversations as its not able to read the images.  I would like to suggest OCR support in FIN, there are AI tools in the market which are already doing it, so maybe this could be integrated within FIN also.  Would love to hear thoughts from Intercom team on this. Thanks

    2
    Jennifer K
    2 years ago
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