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    Justin WehrmanNew Participant

    Feature Request: add config to always display close button in messenger headerSubmitted

    Currently the close button of the messenger is only displayed when you hit a specific media query. It would be ideal to be able to control the display of the close button. This is especially useful if using a custom trigger or have hidden the trigger button through code and use other means of triggering the messenger. In these cases the ability to close the messenger could be an issue for the user if the close button is not close to the messenger window.

    3
    2 years ago
    Emily D12New Participant

    We would love to be able to add custom fonts that align with our brand to the new email template builder! Is this in the pipeline?Submitted

    We would love to be able to add custom fonts that align with our brand to the new email template builder! Is this in the pipeline?

    5
    Jennifer K
    2 years ago
    HolNew Participant

    Improved article reportingSubmitted

    It would be great to have more in article reporting. To be able to export data so that you can use it in your own business’ reporting.Also the ability to export all articles from the article page so that you can easily get the performance stats from them.I currently copy the text and paste into a google sheet and then have to tidy it up for formatting which takes away time, it would be better to have that built in so its a more automated focus.

    2
    Jennifer K
    2 years ago
    Aleksei O
    Super User ✨
    Aleksei OSuper User

    Ability to categorise Custom Answers by categorySubmitted

    We have hundreds of Custom Answers within our workspace, and it’s fairly challenging to search for them within Custom Answers menu, since there is no dedicated search field. At the moment we are limited to tagging and searching with Command + F for the name, but there is no way to search based on the Custom Answer content. This makes using Custom Answers unscalable for bigger teams, or forces us to use very strict naming conventions. It would be great to be able to create custom folders (and sub folders) for custom answers that could be nested under Custom Answers menu in the UI to simplify content management    

    6
    Aleksei O
    Super User ✨
    2 years ago
    Aleksei O
    Super User ✨
    Aleksei OSuper User

    Ability to add a custom message when using "Notify Slack channel" Workflow actionSubmitted

    I’m using Slack notifications to notify my team if a Custom Action in my Workflows has failed. It’s currently not possible to add any custom text message when using Slack integration, but it would be extremely useful, so that we can encourage specific actions (e.g. check what’s wrong with the Custom Action). At the moment, Slack message I get has a text that we cannot control (e.g. “Conversation X status has been changed to Closed”).    

    2
    Jennifer K
    2 years ago
    Aleksei O
    Super User ✨
    Aleksei OSuper User

    Ability to downscale intercom Messenger UI width to below 342 pxSubmitted

    Currently, the minimum width of Intercom messenger is 342 pixels which makes it challenging to deploy within web apps that are more narrow than this. The UI used to be downscaling automatically, but recently it started to crop whenever user sees an outbound message coming in.

    2
    Jennifer K
    2 years ago
    Nurit
    Innovator ✨
    NuritInnovator ✨

    Updating a ticket's custom field in a workflowSubmitted

    Allow more ticket-related actions in a workflow, such as updating a custom ticket field.

    2
    Jennifer K
    2 years ago
    Pierre G
    Pierre GActive User

    Adding a "Tags" Conversation AttributeSubmitted

    Conversation tags are currently only visible on one message in the conversation. This makes it difficult to find a conversation’s tags as we need to skim through the entire conversation in order to identify them. I suggest adding a conversation tags attribute in the “Conversation Attributes” section of a conversation, in the right panel. When hovering on a tag in the Conversation Attributes section, it should allow us to remove it.  Here is a mockup of the designWith Highlighting: Without Highlighting: 

    3
    Pierre G
    2 years ago
    Jessica Quinn
    Jessica QuinnNew Participant

    The ability to duplicate or copy/ paste workflow blocksSubmitted

    It would be amazing to be able to copy and paste or duplicate a full workflow block within the same workflow (e.g. duplicate block A and paste it later in the workflow etc.) and across different workflows (not just duplicate the whole workflow - just a block or section, i.e. copy block A from workflow 1 and paste it in workflow 2).This would help reduce work when using branches and rules for different criteria and actions when the next blocks are similar with a few details changed. (e.g. a few words changed in the message or setting a different attribute or tag etc.)

    3
    Aleksei O
    Super User ✨
    2 years ago
    Ross PontonNew Participant

    Allow Fin copilot to read a slack channelSubmitted

    We have numerous Slack escalation channels which contain a wealth of knowledge - it would be very useful to be able to give Fin copilot access to particular Slack channels to draw from. 

    2
    Jennifer K
    2 years ago
    Bruno MartinsNew Participant

    Answer Time alerts (for he fisrt anwer and another to the conversation answers)Submitted

    Is there any way to add some kind of visual alert in the chats to show when the time has exceeded the defined SLA?For example, if the response time is 1 minute and that time passes without a response from the customer, a red alert would appear in the chat to notify. Something like this example:Green: time is okayOrange: attentionRed: out of time  

    3
    Jennifer K
    2 years ago
    Jessica Quinn
    Jessica QuinnNew Participant

    Add a current conversation channel attribute to conversation details sectionSubmitted

    It would be great to be able to easily tell what the current conversation channel is from the conversation details themselves instead of needing to check reports or create additional views to figure this out for conversations. Current channel impacts which workflows will run and how other tools will work. The lack of visibility for this conversation information makes troubleshooting difficult and processes less clear for all teammates. 

    2
    Jennifer K
    2 years ago
    Jessica Quinn
    Jessica QuinnNew Participant

    Copilot to use tracker and back-office ticket to generate answersSubmitted

    In the future it would be really helpful if Fin AI Copilot could read and use tracker and back-office tickets to generate answers. 

    2
    Jennifer K
    2 years ago
    ZachBNew Participant

    Retrieve company by website in the APISubmitted

    In the API the GET company allows retrieving an individual company by name or id. I have cases where there are duplicate names in our company collection, but I’m trying to retrieve a specific one.The company website is a much more unique value than the company name. Could this be made an option for the individual company GET query? This would be very helpful to the development I’m doing.

    2
    Jennifer K
    2 years ago
    BRETT ELLIOTTNew Participant

    Is Video sync coming as part of Finn's knowledge Base?Submitted

    I know AI is going to be able to watch video and learn very soon.It would be such a great feature if we could sync our youtube Channel as part of Finn’s Knowldge baseThis could add a great deal of conversational depth to the data also.Just putting it out there, CheersBrett  

    2
    Jennifer K
    2 years ago
    Daniel PorcayoNew Participant

    ¿Do you have a feature to send my location from message in the conversation?Submitted

    Hi, my question is about the future new features, like other messagings app to send my location and documents in the conversation, I am testing to Android And IOS  app integration.Have a nice day!

    2
    Jennifer K
    2 years ago
    ZachBNew Participant

    Make newly released Email Predicates accessible as conversation attributes.Submitted

    Email predicates were recently released. https://www.intercom.com/changes/en/54628-improved-email-automation-targeting-with-new-email-predicates“Email To”“Email CC”etc.These values had significant enough interest to be implemented within workflows, but are absent from the API.For full extensibility - please make these accessible from the API. My suggestion would be to have these available as conversation attributes when created from email. This would place the values directly in the conversation API, and I believe is the most appropriate place.Thanks!

    2
    Jennifer K
    2 years ago
    Rachel B.New Participant

    Articles, Macros, Workflows, Custom Answers topic organizationSubmitted

    Hi there!The main part of my role is to ensure we have information accuracy across every bit of information within Help Center articles, macros, custom answers, and workflows. Is there a way to utilize a tagging system with all of these categories so I ensure the copy stays consistent? Right now, I am tracking it all manually and I’m afraid it’s not efficient.I am aware the Tag feature will capture articles and answers, but leaves me to search for areas the copy may exist in macros and workflows. Essentially, I am trying to ensure anything sent to our customers is accurate across the board.Thanks in advance for any additional insight or advice!

    2
    Jennifer K
    2 years ago
    Jason From DropellaNew Participant

    How to Close Intercom Messenger on Click Outside Panel?Submitted

    I want the messenger window to close once I click outside it anywhere. Currently, it only closes when I press the downwards arrow, which is not good for UX. If possible, please tell how I can do this within the Intercom code. I have tried some custom hacks in JavaScript by finding the clickable HTML element, but they are not working. The open window is in the attached screenshot. The relevant code for rendering this is this:Intercom({      app_id: 'ussh6hvz',      user_id: data.id, // IMPORTANT: Replace "user.id" with the variable you use to capture the user's ID      name: data.userProfile.name, // IMPORTANT: Replace "user.name" with the variable you use to capture the user's name      email: data.userProfile.email, // IMPORTANT: Replace "user.email" with the variable you use to capture the user's email address      created_at: data.userProfile.created_at // IMPORTANT: Replace "user.createdAt" with the variable you use to capture the user's sign-up date    });  

    2
    Jennifer K
    2 years ago
    Nurit
    Innovator ✨
    NuritInnovator ✨

    Enable editing of SLASubmitted

    Whenever we need to change our SLAs, we must archive the current one, create a new one, and select the new one in the workflow. Adding the ability to edit SLAs would be beneficial and time-efficient.

    2
    Jennifer K
    2 years ago
    Jessica Quinn
    Jessica QuinnNew Participant

    The ability to manually change the conversation channelSubmitted

    It would be great if you could manually change the conversation channel so that it was easier to switch between email/ web or select the email/ web channel manually from phone conversations to be able to follow up or respond to customers that have called using their preferred method of communication. (This would also allow all workflows to run without adding a new feature: add phone as a channel to all workflow triggers)Use case: Customer calls in > follow up is required > Agent asks customer what their preferred follow up method of communication is > Customer says email > Agent can explicitly select the email communication method from the composer or somewhere on the conversation itself > this would change the conversation channel on the spot to email > Agent can then email the customer on the same conversation > Everything is clear that the conversation channel is now email > Email workflows run. 

    2
    Jennifer K
    2 years ago
    Jessica Quinn
    Jessica QuinnNew Participant

    Add call/ phone channel to all workflow triggersSubmitted

    It would be great to be able to select the phone/call channel in all workflows in addition to the only one currently available: “When a Customer Calls”, so that all other automations work/ workflows run when the conversation channel is phone.From testing it appears that the only way that the phone channel changes on a conversation is if we message or email the customer AND the customer replies back, then whatever communication method the customer used to reply will be the new conversation channel and then workflows with that trigger (such as Web or Email) will run as usual. Example: Customer calls in (inbound call conversation) > follow up is required > agent sends a message or email to the customer > customer DOES NOT respond, so conversation channel remains as phone > no workflows run since the conversation channel is not Web or Email/ does not meet the current criteria available in workflow channel triggers Workflow use case: to send automated follow up messages to prompt the customer to see the agent’s response and respond if they still need help before we close the conversation Ideally: Customer calls > agent messages or emails > agent uses Macro to apply actions or manually chooses actions to trigger the follow up workflow > follow up workflow sends a message following up with the customer after wait/snooze for X hours > follows up again after another wait or snooze for X hours > closes conversation automatically if no response from customer is received > sends a CSAT 

    2
    Jennifer K
    2 years ago
    Christian LeoActive User

    Intercom Phone: Allow to use existing numberSubmitted

    It should be possible to use our existing phone number for calling feature in intercom (without porting it to intercom).  Afaik you’re using Twilio. You could easily let customers add an outgoing caller ID via their API: https://www.twilio.com/docs/voice/api/outgoing-caller-ids#add-an-outgoing-caller-id That way we could use intercom for outgoing calls without touching incoming calls. We even could handle incoming calls via intercom if we just get a number from intercom and forward calls from our existing number to intercom. But I think intercoms phone feature isnt mature enough yet (iOS App needs phone!) so we’ll stick on aircall for inbound. 

    2
    Jennifer K
    2 years ago
    ZachBNew Participant

    Enable Team Assignment via SCIM provisioningSubmitted

    Please support SCIM provisioning on Teams. Here are support platforms that support SCIM for team equivalents:- Zendesk (groups)- Jira (groups)- ServiceNow (groups)- Maybe others?For internal IT operations - this is one of the biggest barriers for adopting the solution. No API support to Team member assignment is a lot of friction to put on an organization. It may be that most Intercom clients don’t have many support groups, or just accept the admin cannot be automated. I don’t want to accept it - I’m hoping operational automation in the platform can catch up to the AI automation within the platform.

    2
    Jennifer K
    2 years ago
    Ben HizakActive User

    Email-to should be automatedSubmitted

    This ticket is similar to this request, I’m really just pointing out that this can’t be done with Worklows either.In my company, we often have dedicated support emails per client.Tickets that go to support+clientName@mycompany.com should be associated with the correct client.My dream solution would be to parse clientName in such a way that I could attribute it to the right company, without creating a branch for each client (because that would require maintainance for every client that is added/removed). Here are some obstacles / related issuesIt would have been nice if the email-to address was visible as a field in the UI, with the ability to add it as a column or filter on it.   Allow conversations to be assigned to Companies (which means I need a custom field to replace “Company” Allow this field to be use in Filters.At present, if I want to achieve something like this for 200 clients, I have to create a workflow with 200 branches.

    4
    aykut.aydin
    2 years ago
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