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    Erin KActive User

    Set permissions for Product Tours that can be used in the inboxArchived

    I have product tours in series that I only want to use in those series, and I don’t want them to be sent to any other clients. However, I want to use the link to “use everywhere” so I can link the tour in emails in my series as well in case people don’t take them.  That being said, the team that answers requests in the inbox keeps accidentally using the wrong tour. I can only do so much with naming the tour, because clients can see the name of the tour so I can’t call the right ones “external” or something.  I wish I could limit what tours can be used specifically in the inbox. 

    2
    Jennifer K
    2 years ago
    Nate M.New Participant

    Snooze consistencyArchived

    Would love to have a more predictable pop up when snoozing a conversation, seems to vary based on conversation type as chats, emails and booked calls all filter into the same inbox. On the old tool regardless the options will display custom, 3 hours, Tomorrow at 9am, Monday 9am, one week 9am and one month 9am. Now at seemingly random intervals one or all of the options Tomorrow, Monday, one week will show the current time while the others still show 9am. Can always use the custom field, but old habits I suppose… Just created some issues as I would snooze something for immediate follow up tomorrow morning and not be reminded about it until 24 hours later due to the process changing. Again this is not always and sometimes the Tomorrow will be 9am but the other fields show Monday at 130 pm etc. 

    2
    Jennifer K
    2 years ago
    Henrik R
    Henrik RActive User

    Load a webpage when completing a flow in the botArchived

    Load a webpage when completing a flow in the bot We´re looking for a way to load a landingpage in the current window when user has completed a bookingform in the bot (Calendly). Does anyone know if this is possible. Eg. a thank you page with some links to get further. 

    3
    Jennifer K
    2 years ago
    Erin KActive User

    I wish we could filter CSAT taking out certain organizations known to have a virus checker (in the normal csat reporting, not custom reporting) that is sending back glitchy CSAT responses.Archived

    I wish we could filter CSAT taking out certain organizations known to have a virus checker (in the normal csat reporting, not custom reporting) that is sending back glitchy CSAT responses. This is really hurting our results, and I don't want to use the feature flag that could prevent real ratings from coming in.

    2
    Jennifer K
    2 years ago
    User312Connector

    Would be great to have a js apis method to open the News tab in the new chatbot.Archived

    Would be great to have a js apis method to open the News tab in the new chatbot. We use the Newscenter as changelog and would like to push it from within the app without having the user leave outside to go in the Newscenter page.

    2
    Jennifer K
    2 years ago
    User1551New Participant

    Any plans for adding this header to the Intercom widget?Archived

    Hello, We are currently looking into adding cross-origin isolation to our website which uses Intercom. Intercom currently doesn't work correctly with cross-origin isolation which results in the following error:The error occurs because Intercom does not set the Cross-Origin-Resource-Policy header: Any plans for adding this header to the Intercom widget?

    3
    Jennifer K
    2 years ago
    Erin KActive User

    When you filter by 'state' in your messaging, I wish that 'sent' and 'live' were separate states.Archived

    When you filter by "state" in your messaging, I wish that "sent" and "live" were separate states.

    4
    Jennifer K
    2 years ago
    Erin KActive User

    In series, I would love to set the wait time between series messages or waiting on rules to match in business days.Archived

    In series, I would love to set the wait time between series messages or waiting on rules to match in business days. If we could make these business days not just regular days since we are a B2B company that would be great.  For example: If I set a post to appear for X audience, I can "try to match" for x # of days, but our customers would likely not come on our platform from EOD Friday - Sunday. So if I set it for 3 days, that's fine if it's Monday, but not if it's Friday.

    2
    Jennifer K
    2 years ago
    User2280New Participant

    I want to upload the contact data every week on my google drive.Archived

    I want to upload the contact data every week on my google drive. I would like to use Intercom's REST API to download the data and save it to GSheet. However, I talked with support team that intercom doesn't have such REST API yet. I would request to add that feature.

    3
    Jennifer K
    2 years ago
    Innovator ✨
    sharleenInnovator ✨

    I would really like to see how many users were Seen in a given period.Archived

    I would really like to see how many users were Seen in a given period. Right now, I can use segments to see "last seen" and "First seen" but What I really want to do is see how many users were seen last month, and how many of them interacted with articles or chat. The "overview" report shows new users for a given period of time, but this really is a useless number to me without understanding total users seen.  How are you measuring your Engagement? Would love to understand how others are calculating what percentage of users are interacting with intercom messenger during a given period of time.

    2
    Jennifer K
    2 years ago
    Albert BNew Participant

    Is it possible to have a condition on the Auto-responder so that it only sends out when the user starts a new conversation? This can be an optional setting.Archived

    Is it possible to have a condition on the Auto-responder so that it only sends out when the user starts a new conversation? This can be an optional setting. It can disrupt the flow of an active conversation when a user receives the auto-response every time they send a message, and it can also trigger an infinite series of replies if they too have an autoresponder active.

    2
    Jennifer K
    2 years ago
    Ellen S11Active User

    I would love to be able to pick which inbound communications are reported underneath 'Response Time'.Archived

    I would love to be able to pick which inbound communications are reported underneath "Response Time". In our particular case, we focus only on chat as needing a fast response. Our internal standards for email are "same business day" because it's a different type of inquiry (sales versus support).

    3
    Jennifer K
    2 years ago
    User513New Participant

    It would be great to have a way to bulk snooze under the bulk edit options.Archived

    It would be great to have a way to bulk snooze under the bulk edit options. Thanks!

    2
    Jennifer K
    2 years ago
    User2028New Participant

    Hi! There sould be a way to cutomize the szoone options when we select a set of conversarions (edit selection).Archived

    Hi! There sould be a way to cutomize the szoone options when we select a set of conversarions (edit selection). Today, the szoone options available in this case are only the defaut ones.

    3
    Jennifer K
    2 years ago
    Innovator ✨
    sharleenInnovator ✨

    Help us make our Resolution Bot answers even betterArchived

    Help us make our Resolution Bot answers even betterWe have a lot of resolution bot answers (a few hundred) and the lack of search ability is a real problem. We are having to maintain a copy of all content in a separate system just to use for searching and maintaining contentI haven't found any way to import or export resolution bot answers content. We need to be able to run & export reports for a given time period to understand trends. (id, tags, number of times presented, routed to team, resolved, and ratings)As we are creating our Resolution Bot answers, it would be nice to be able to link to another answer (like we can do with the new custom bot features). For example, if we have created several answers on a topic, would be nice to be able to offer options in the bot to link to one of the other answers if they didn't get their answer fully resolved. Currently we would have to duplicate the content inside each resolution bot answer, which is really hard to maintain.When we insert an article, please show us the article ID and user segmentation attached to that article so we can make sure we are inserting the correct article.It would be really nice to have a notes section that is visible only when editing the Res. Bot Answers. A place where we can document updates or note where we think changes need to be made.Give us the ability to tag, add notes, and organize the suggested answers. We currently have 1000 suggested answers, and the only option is to dismiss them. They change/update regularly so trying to manage this list and where we are on the progress of these is very difficult I would love to hear from other users how they are solving these problems!Thanks  

    2
    Jennifer K
    2 years ago
    Anna EConnector

    Macros working as reusable workflowSubmitted

    I would like to submit the idea of sending separately every sentence (of a macro)  as a single message, without using the reusable workflow.It will help to not losing time by doing a cut/past + send. Especially for long messages sent directly from the Help Desk to the customer. 

    4
    Aleksei O
    2 years ago
    Louis BarillonNew Participant

    Change the beep at the start of calls to enable faster contact with the IVRSubmitted

    Currently, the beep at the beginning of the call is aggressive and gives the impression that the call is not going to succeed. A long-awaited improvement on our side is direct routing to the IVR to avoid confusion.

    0
    2 years ago
    Josh DowdyConnector

    IVR dashboardSubmitted

    To have an IVR dashboard for the advanced licenses tier to monitor in real-time if we have calls waiting/people logged into the phone queues.  This would make life so much easier at this time or allow us to add an extra charge per person to get access to the dashboards. 

    1
    2 years ago
    Tim RoeleveldNew Participant

    AI-Driven Automatic Assignment of Customer Inquiries to Teams Based on Question AnalysisSubmitted

    Current Situation:At the moment, customers can select a category for their inquiries in the Intercom Messenger, which works well for directing questions to the appropriate teams. However, for customer inquiries submitted via email, this categorization process doesn't work, causing all emails to be assigned to a single team by default. This creates extra manual work to redirect these inquiries to the correct team.Proposed Solution:We would like to leverage AI to analyze the content of customer questions and automatically assign them to the most relevant team, regardless of the channel through which the inquiry is submitted (Messenger or email).How it Would Work: AI-Based Content Analysis: The AI would analyze the text of each customer inquiry and match it with the most relevant team based on the content of the message. Team Descriptions: For the AI to function effectively, each team within our organization would have a detailed description of the types of inquiries they handle. These descriptions would be used by the AI to make accurate assignments. Cross-Channel Implementation: This solution should apply to all channels, including both Messenger and email, ensuring that inquiries are routed efficiently without requiring customers to manually categorize their questions. Reduced Customer Effort: This removes the need for customers to select a category or specify a team, allowing them to simply ask their question. The AI takes over the categorization process, resulting in a more seamless experience.

    0
    2 years ago
    Jack EtheringtonActive User

    Increase Resolution of Screen RecordingsSubmitted

    When a messenger call with screenshare is recorded, the resolution is 320x140px making the screen text unreadable and the recording useless.

    4
    2 years ago
    User1594Connector

    New functionality for "ask me later" forms is essentialSubmitted

    It is essential to have a new feature in the "ask me later" forms because the reach of your forms is so much lower compared to other competitors.Currently, your flow allows you to close the popover on the x icon and if the user does this, the flow won't appear again. It would be essential to have an "ask me later" button and, if the user pressed it, to be able to show it again 1 week later, for example. This date/time should be configurable.  

    6
    2 years ago
    Kristine M12New Participant

    Aggregation types in reportsSubmitted

    As a report user in Intercom  and manager, I would like to be able to use different Aggregation types (like in Responsiveness report - Average, Maximum, Minimum in addition to Median)  in all reports. We use Average in our data analysis a lot, as we find it a better measure for most cases. 

    0
    2 years ago
    Victor De BlanderNew Participant

    Reinstate the 'Remarks from customers' reportSubmitted

    Reporting got recently updated and it looks great, yet one of my favorite reports got deprecated. The Fin AI Agent dashboard still has the old report.The new report only shows a number and the drill-down provides a lot of columns with not a lot of functionality. There are IDs with links provided, but it’s not possible to click through on the user or the company. Being able to see the ‘Remarks from customers’ with the User, rating, teammate and remark enabled us to praise teammates or to sit down and assess the situation. It also gave a quick overview of the general feeling for the last customers that left remarks (positive or negative). With the new reporting, we would need to create 2 reports (one negative, one positive) and drill down on each to see the remarks. 

    0
    2 years ago
    Mali Parry-OwenNew Participant

    Improve inbox UISubmitted

    Sending a moderately long reply to a conversation/ticket provides a poor experience. The larger your reply, the less of the conversation thread you can actually see. There’s no way to stretch the box to make it wider/shorter/longer. If you need to reference a message in the thread, you have to actually use Notes or a separate doc to formulate the reply, and then only c&p to the Intercom inbox when ready.The two arrows in the top left allow for very minimal reduction in the size of the Description box, but not enough to make any difference. It’s impossible to resize images so some paste enormously while others paste very small.  The inbox thread/reply area should allow agents to stretch and scroll to accommodate short and long answers.

    0
    2 years ago
    Chris McKenzie-LowNew Participant

    Add ability to completely delete individual messages in spam inbox once they are reviewed.Submitted

    Add the ability in the Spam inbox for us to delete spam messages once we have verified they are spam.

    2
    Jennifer K
    2 years ago
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