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    3155 Ideas

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    Nicolaj Bjørn Busk JensenNew Participant

    AI Inbox Translations only inboundSubmitted

    Hi team,We recently started evaluating the AI Inbox Translations feature, and we're very interested in using the inbound translation functionality. It has the potential to save our support team a significant amount of time that is currently spent translating incoming messages.However, we're not entirely satisfied with the quality of the outbound translations. We'd love to be able to enable inbound translations only, while keeping outbound translations disabled.The reason is that errors in inbound translations generally don't affect our business, as we can still understand the customer's intent. On the other hand, outbound translations are not shown to us before the message is sent, so we have no way of verifying whether the translation has altered the meaning or context—which unfortunately happens from time to time.Would it be possible to support this kind of setup, where only inbound translations are enabled?Thank you.

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    Forum|Forum|1 month ago
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    Connie TsangNew Participant

    Workflow: allow "Message Content" to include teammate messageSubmitted

    In Workflow, currently "Message Content" only looks at the content of the most recent user message in a conversation, please allow "Message Content" or a new filter to look at teammate’s recent messages as well. We can then use it for updating conversation attributes/ push a follow-up reminder, according to teammate’s message content.

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    Forum|Forum|1 month ago
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    MsfteDADNew Participant

    Screen reader is not announcing author's name and number of articles on the tiles in windows.Submitted

    Test Environment:OS: Windows 11 version 25H2 (OS Build 26200.7271)Browser: Edge (Version 151.0.4129.15)Screen Reader: NVDA (2025.3.2)URL: https://help.enlyft.com/en/ User Impact:Screen reader users miss the author's name and article count, causing loss of important context needed to understand each tile. This makes it harder for them to choose the right content and affects efficient navigation. Pre-Requisites:Enable NVDA Repro Steps:Open the URL: https://help.enlyft.com/en/ in edge browser in windows. 'Enlyft Knowledge Base' page will appear. Press tab key to navigate to the tile. Verify whether screen reader is announcing author's name and number of articles on the tiles in windows or not.Actual Result:Screen reader is not announcing author's name and number of articles on the tiles in windows.NVDA announces: Getting started An introduction to Enlyft core concept and tools to help you begin your journey. Link Refer Attachment:Screen reader is not announcing author's name and number of articles on the tiles in windows.png Screen reader is not announcing author's name and number of articles on the tiles in windows.mp4 Expected result:Screen reader should announce author's name and number of articles on the tiles in windows.NVDA announces: Getting started An introduction to Enlyft core concept and tools to help you begin your journey. By Tara 3 Articles Link

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    Forum|Forum|1 month ago
    Daniel Acevedo
    Daniel AcevedoNew Participant

    Allow Workflows to recognise when a teammate changes the team assignment for a customer ticketSubmitted

    We use the Team conversation attribute to control which Contact Category values are available to teammates. This ensures each team inbox only displays the categories relevant to the team handling the contact.This currently works for normal conversations, but not for customer tickets that are manually reassigned between team inboxes.When a teammate changes the team assignment for an existing customer ticket, the available Contact Category values remain linked to the previously assigned team. The teammate receiving the ticket is therefore unable to select the correct category for the new team.Allowing the category to be selected before the conversation is converted into a ticket does not fully solve the issue, because the customer ticket may be reassigned after it has already been created.Requested improvement- Allow Workflows to recognise when a teammate changes the assigned team for an existing customer ticket.- Refresh Team-dependent Contact Category values after the team assignment changes.- Alternatively, provide a customer ticket Workflow trigger specifically for assigned team changes.ExampleA customer ticket is initially assigned to Team A and is later reassigned to Team B. After the teammate changes the assigned team, the available Contact Category values should refresh to display Team B’s categories rather than continuing to display Team A’s values.Why this matters- Teammates can categorise reassigned customer tickets accurately.- Tickets do not retain outdated categories from the previously assigned team.- Team-specific contact-driver reporting remains reliable.- Attribute dependency logic works consistently across conversations and customer tickets.

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    Daniel Acevedo
    Forum|Forum|1 month ago
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    rayanrichNew Participant

    Tracking Down Unknown Network Failures and Restrictive PoliciesSubmitted

    When configuring connection strings or testing external webhooks in a new development environment, encountering an unexplained 403 Forbidden or timeout error can easily throw off your entire sprint. Often, these roadblocks aren't caused by bugs in your custom code or API endpoints at all, but rather by restrictive security layers higher up the chain.Local corporate firewalls, proxy layers, and rigid network administrative settings frequently flag legitimate external requests or documentation resources as unauthorized traffic. If you suspect your dev machine or testing sandbox is being throttled by aggressive workplace parameters, understanding how to analyze and safely navigate a block web filter is an essential skill for diagnosing connection barriers and keeping your testing environment running exactly as intended.

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    Forum|Forum|1 month ago
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    Madeline G.New Participant

    “Assign to Macro User” Option in Macro ActionsSubmitted

    Description:We’d like to request an enhancement to Intercom macros that allows a conversation to be automatically assigned to the teammate who applies the macro.Current Behavior:When setting up a macro, the assignment action requires pre-selecting a specific teammate. There is no option to dynamically assign the conversation to whoever used the macro at the time of application. This means: Macros cannot be shared across teams without hardcoding specific assignments. Agents must still manually assign the conversation to themselves after using a macro, adding unnecessary steps. Proposed Enhancement: Add a new assignment option in macro setup: “Assign to teammate applying macro.” When selected, the conversation would automatically assign to the teammate who triggered the macro, regardless of who that is. This would not effect the team assignment unless set up to do so. Why This Matters: Improves workflow efficiency by removing redundant manual assignment steps. Makes macros more flexible and usable across multiple teams. Reduces risk of misassignment and ensures conversations have a clear owner from the moment a macro is applied. This functionality would streamline macro usage, especially in environments with shared queues or rotating agents.

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    Forum|Forum|1 month ago
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    Brandon MosesNew Participant

    select folder for snippet when creating through the improve answer workflowSubmitted

    When improving an answer provided by fin, creating a new snippet, it just puts it into a content folder. Adding an option to select a folder right in that workflow would prevent from having to go to the knowledge tab to modify the snippet created. 

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    Forum|Forum|1 month ago
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    Nate TyrrellNew Participant

    Automatically tag users who were sent a workflowSubmitted

    We’re able to automatically tag people and conversations in our workflow but only once users get to a certain step. If we want to tag all users who were sent a workflow or in a Control group we have to manually go into every workflow and click “Tag all”. It would be super helpful if we could set up a way to automatically tag every user who was sent a workflow and every user who was placed in the Control group.

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    Forum|Forum|1 month ago
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    Matthew SharpNew Participant

    Add option to limit the amount of time rating of Fin via CSAT is availableSubmitted

    Hi,For agent CSAT ratings, there is currently an option to prevent customers from submitting a rating after a configurable period of time, see below:Could the same "Prevent customers from rating after a given period of time" option be added to Fin AI CSAT options?During a recent review of our Fin AI CSAT data, we identified several negative ratings that were submitted days, weeks and, in some cases, months after the original AI conversation. These ratings all reflected subsequent interactions or dissatisfaction with business outcomes rather than the AI response itself. Simply leaving a negative CSAT may not also encourage getting back in contact with us to resolve the new issue.CSAT is intended to measure satisfaction with a specific interaction, allowing ratings indefinitely reduces the reliability of the metric and makes it harder to evaluate Fin AI performance or identify genuine areas for improvement.Since this configuration already exists for agent CSAT, having feature parity for Fin AI would provide more reliable reporting while still allowing customers a reasonable opportunity to submit feedback. Thanks! 

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    Forum|Forum|1 month ago
    Henrik R
    Henrik RActive User

    Make replies in phone conversations visible to customers in MessengerSubmitted

    We would like to request an improvement to how phone conversations work in Intercom.Today, replies sent within a phone conversation are not visible in the Messenger conversation history. If the customer has an email address, the reply is only delivered by email. If they do not have an email address, the customer never sees the reply at all.This creates several challenges:Support agents can mistakenly believe they have replied to the customer when, in reality, the customer has no way of seeing the message. Customers without an email address receive no response, which leads to confusion and unnecessary follow-up contacts. Agents often have to start a brand-new Messenger conversation instead of continuing the existing one, resulting in fragmented conversation history.We would like the option to make replies sent in phone conversations also appear in the customer's Messenger inbox. Ideally, this could be:The default behavior, or A workspace setting that administrators can enable or disable.This would provide a much more consistent omnichannel experience, reduce confusion for both customers and support teams, and ensure that conversation history remains complete regardless of how the interaction started.

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    Henrik R
    Forum|Forum|1 month ago
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    Marco BernardNew Participant

    Add a "Canceled" terminal ticket state (separate from Close)Submitted

    Right now the only way to end a ticket is "Resolved," which the customer effectively reads as resolved. But not every ticket ends in a resolution — some are withdrawn by the customer, turn out to be duplicates, are out of scope, or end in a won't-fix decision. Closing those with the same state as genuinely solved tickets misrepresents the outcome and gives the customer the impression we resolved something we didn't.Request: a distinct "Canceled" terminal state that closes the ticket without implying resolution, with its own customer-facing label (e.g. customer sees "Canceled").Why it matters:Accurate customer communication — the closing state should reflect what actually happened, not default to "resolved" for everything. Cleaner reporting — being able to separate resolved from canceled tickets gives a truer picture of resolution rate and support quality. Today both collapse into one bucket. Team clarity — agents can close non-resolvable tickets honestly instead of stretching the definition of "resolved."

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    Forum|Forum|1 month ago
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    MsfteDADNew Participant

    Keyboard focus order is incorrect in the chat popup screen.Submitted

    Test Environment:OS: Windows 11 25H2 (OS Build 26200.6584)Browser: Edge (Version150.0.4078.42)URL: https://www.intercom.com/helpdesk User Impact:Keyboard-only users will face difficulty navigating the chat popup screen, leading to confusion and inefficiency. This can prevent them from accessing critical controls, impacting usability and accessibility compliance. Repro Steps:Open the URL:  https://www.intercom.com/help/en/articles/9639255-getting-started-with-intercom in edge browser in windows. Landing page will open. Press tab key to navigate to the chat button and activate it. Verify whether keyboard focus order is incorrect in the chat popup screen in windows or not. Actual Result:Keyboard focus order is incorrect in the chat popup screen in windows. After activating the chat control focus is moving to edit field instead of first interactive element i.e. back control. Refer Attachment:Keyboard focus order is incorrect in the chat popup screen in windows.png Keyboard focus order is incorrect in the chat popup screen in windows.mp4 Expected Result:Keyboard focus order should be correct in the chat popup screen in windows. After activating the chat control focus should move to first interactive control i.e. Back control and keyboard focus shouldn't move outside of the chat popup without closing it.

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    Forum|Forum|1 month ago
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    HermosaNew Participant

    addition of conversation IDs to a macroSubmitted

    Is it possible to add a feature that lets the conversation ID be included in a greeting macro?

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    Forum|Forum|1 month ago
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    Val BrookNew Participant

    Product Tour with AISubmitted

    We are adding a product tour to our software using Intercom.We watched demo from a software company that use AI to help develop a product tour. That was the only differentiator between Intercom’s Product Tour vs them.It would be great to have an ability to use Fin help guide the product tour during onboarding. For example, he can ask - do you work for X or Y industry - are you a regular user or an admin and then deliver product tour/onboarding based on what client has selected and then getting better with time - noticing what people are doing more of - settings, training or something else and adjust product tour according to that data.

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    Forum|Forum|1 month ago
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    Connie KruegerNew Participant

    Assign to pop up shows team members in Inbox only or at the top vs alphabetical.Submitted

    We would like this to be YES or at a minimum show the teammates in the team inbox at the top.  Short answer: no — that list can’t be limited to just the teammates in that team inbox.The Assign to dropdown always pulls from the full workspace teammate list, even when the conversation is sitting in a team inbox. There isn’t a setting that restricts the dropdown to only the members of that specific inbox

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    Forum|Forum|1 month ago
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    Mark WalkerNew Participant

    Bulk update Help Center assignments for multiple articlesSubmitted

    SummaryWe would like the ability to bulk update Help Center assignments when multi-selecting articles in Intercom.BackgroundWe are currently migrating approximately 800 articles from our existing HTML-based help system into Intercom Public Articles. Our product is deployed in two regions (US and EU), and while both regions share the same knowledge base content, we are required to maintain separate Help Centers with region-specific top-level domains.As a result, each article must be published to both the US and the European Help Centers.Current LimitationAt the moment, Help Center assignments must be updated individually per article. When working at scale (hundreds of articles), this becomes a highly manual and time-consuming process.Proposed EnhancementWhen multi-selecting articles, provide an option to bulk edit Help Center assignments—allowing users to: Add selected articles to one or more Help Centers Remove selected articles from a Help Center Update Help Center assignments across multiple articles in a single action Impact / BenefitThis functionality would: Significantly reduce manual effort during large migrations Minimize the risk of inconsistent Help Center publishing Improve operational efficiency for teams managing multi-region deployments Provide better scalability for companies maintaining multiple Help Centers This feature would be especially valuable for organizations operating across multiple regions or brands that share largely identical knowledge base content.

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    Forum|Forum|1 month ago
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    Diana ZeleninaNew Participant

    Automatic duplicate contact detection and merge by email (In People → Contacts)Submitted

    When importing contacts via CSV (e.g. for bulk audience filtering), duplicate contact records get created instead of matching to existing ones, which forces us to manually find and clean up duplicates after every import. We'd like Intercom to detect contacts with the same email address and either prevent the duplicate from being created or offer a built-in merge tool (manual or automatic) to consolidate them. This would save significant manual cleanup time and keep our contact/company data accurate, especially since duplicate records also affect audience filtering and reporting.

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    Forum|Forum|1 month ago
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    Adam TNew Participant

    Searching for MacrosSubmitted

    Now that we have the ability to organise macros into folders, it would be really useful if the folder structure was also reflected when searching for macros within a conversation.At the moment, all macros are returned in a single search, regardless of how they've been organised. As we have separate macro folders for each of our brands, it would significantly improve efficiency if teammates could browse or filter macros by folder directly from the macro search window.This would make it much quicker to locate the correct response, reduce the likelihood of selecting the wrong macro, and provide a much better experience for teams supporting multiple brands or business units.

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    Forum|Forum|1 month ago
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    ShotNew Participant

    Add country flags next to conversations for faster language identificationSubmitted

    It would be very helpful if the Inbox could display country flags alongside conversations to instantly identify the user’s language or location.Currently, language is shown as text (e.g., “English”), which requires reading each conversation. Visual flags would allow agents to recognize languages at a glance, improving speed and efficiency when handling multilingual conversations.This would be especially useful for teams managing high volumes of international support requests.

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    Forum|Forum|1 month ago
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    SaikaNew Participant

    Increase the limit of AI‑scored criteria per workspaceSubmitted

    Currently, each workspace has a limit of 20 AI‑scored criteria across all scorecards. For teams running more detailed QA reviews, this limit can feel restrictive.It would be very helpful if this limit could be increased or made configurable, so teams can create more AI‑scored evaluation criteria without needing to split them across multiple scorecards.Thank you for considering this improvement.

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    Forum|Forum|1 month ago
    Daniel Rönnberg
    Daniel RönnbergActive User

    Combined sorting for priority and non-priority conversationsSubmitted

    I’d like to suggest a sorting improvement for the Inbox. Currently, we can either sort by Priority (which automatically sorts by most recent activity) or by Waiting since (which orders conversations by how long they’ve been waiting). However, it’s not possible to combine these sorting criteria.It would be very useful to have the option to combine sorting rules, for example: Show priority conversations at the top, and Then list non-priority conversations below, sorted by waiting time (oldest first). This would allow support teams to focus on urgent or high-priority issues first, while still ensuring that older, non-priority conversations don’t get neglected.Thanks for considering this improvement — it would really streamline queue management and make prioritization more intuitive.

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    Forum|Forum|1 month ago
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    Dennis MarkgrafNew Participant

    sorting with multiple options in list viewSubmitted

    We need to sort the inbox or a view by two or more options. Priority and first income. This is not possible, as a sorting can only be done by one field. And if you filter by priority for example, the sorting is always newest on top. What does not make any sense, as the oldest tickets are more important than the newest

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    Forum|Forum|1 month ago
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    Harold BNew Participant

    'This week' (Monday to now) - Week to dateSubmitted

    Add a 'This week' (Monday to now) relative date range preset to the reporting date picker, so scheduled reports can always reflect the current calendar week-to-date.

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    Forum|Forum|1 month ago
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    Allie WolffNew Participant

    Combined usage total across workspacesSubmitted

    I manage two workspaces on one contract, and I used to be able to see a single total for Bulk Emails Sent / Messages Sent across both. That view is gone — now the Usage page only shows one workspace at a time.The problem:To get my real total, I have to toggle between two separate accounts, read each number, and add them up by hand. That's extra clicks every time, and it's error-prone. Billing already meters usage across all workspaces on the contract — so the combined number clearly exists on the backend. It just isn't surfaced in the Usage UI anymore.What I'd like:A combined total on the Usage page for accounts with multiple workspaces on the same contract — either a roll-up row or a "All workspaces" toggle. Keep the per-workspace breakdown too, but don't make me do the math manually to see the number that matters for planning.This was a step backward from how it worked before. Restoring an at-a-glance total would save time for anyone managing more than one workspace.

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    Forum|Forum|1 month ago
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    Emily BernknopfNew Participant

    Filtering Tags by TeamSubmitted

    Hello!I would like to be able to filter viewable tags by inbox just like you can do with Macros.This way, only the team that will be using them can see them and it doesn’t clog up the view for other teams.Thanks!

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    Forum|Forum|1 month ago

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