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🎅 How to prepare your Fin AI Agent for Christmas 🎅

21 days ago

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2 years ago

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Christian LeoActive User

Code syntax highlightingSubmitted

Would love to have syntax highlighting in code boxes in the messenger and a “Copy”-button for the user to copy the code.

2 years ago

Jessica QuinnNew Participant

The ability to manually mark a previous conversation or answer as incorrect or "do not use" for Fin AI CopilotSubmitted

In addition to the settings currently available for Fin AI Copilot where we can limit the conversations by teammate that Copilot will use, it would be great to be able to mark individual conversations as incorrect or “do not use” so that Fin will not use the answers from that conversation again in the future. This would be great for when a behavior or answer changes with a release (and before release the previous answers can be marked as “do not use” to ensure that the new answer is correctly provided from new articles and other resources instead of old conversations) This would be helpful for one off or unique situations that come up where an incorrect answer was provided to a customer and this conversations like this can be marked as “do not use”

2 years ago

Nick van DrunenNew Participant

Creating previous/next buttons in help centre articlesSubmitted

Hi there, I’m updating our help centre and figured it would be useful to include previous/next article buttons rather than linking to related articles. I’ve started building this with the regular buttons as I did not find an automatic option in settings. Unfortunately, I found that I can not put two buttons on the same line, resulting in a weird look for previous/next buttons.Would there be a way to put the PREVIOUS button on the left and the NEXT button on the right on a single line?Thank you!

2 years ago

Jessica QuinnNew Participant

The ability to add reply buttons via email workflowsSubmitted

It would be great to be able to send reply buttons via workflows for email conversations (especially for Fin email) so that customers can select options easily instead of needing to manually type out and send a response. This option would be much more user friendly for customers and would help create more options and workflows for emails.

2 years ago

Hector CepedaNew Participant

Improved relationships between conversationsSubmitted

We have a situation where a service provider we work with to deliver service to our customers creates conversations within Intercom regarding actions around said service. Our customers may also create conversations about the same issue or task.In a nutshell:Partner service provider conversation about task(n) > Me < My customer’s conversation about task(n)I drive communication on progress and status between the two entities.The problem I am seeing is trying to tightly organize the conversations in such a way where I can reference between them quickly and efficiently in the Intercom UX.Side-conversations have been great for managing communications when I am the one establishing a thread to either the partner or customer entity, but is impossible for intake from either. I would like a way to have a “related conversation” element in Links section of a given conversation where I can reference a related conversation from a different entity and have a similar UX to a side conversation where I can click the Related conversation and it opens in a side panel. When relating conversations together, either conversation in the main panel can open the other as a side panel.Have other customers had a similar request for the Intercom UI? Kind Regards,Hector

2 years ago

Michael WickeyNew Participant

HTML/CSS support in Conversation/Message APISubmitted

I would like to send an HTML/CSS message using the Messages API. This would allow us to brand the message and display the information in the nice/formatted way to which our clients are already accustomed. From this Medium article I see that some basic HTML is already supported, but I would also like that to support CSS as well. I see that Intercom already has the ability to render emails within the chat, so I would like the ability to send that html/css directly from the API. Thank you, for a great product!Michael Wickey - Senior Backend Engineer @ Downstream

2 years ago

Salvatore GargiuloNew Participant

Multi brand help center - are external contributors allowed?Submitted

Hi, We have multi brand enabled for our help center. With this feature, we allow our customers to create their own branded help center since we sell software that has custom implementation for each client. Can we allow our clients to create articles as external contributors to our Intercom workspace?

2 years ago

Ben HizakActive User

Create view by company - for conversations and ticketsSubmitted

All us to create a view which filters conversations by CompanyPerhaps it would look something like this

2 years ago

Ben HizakActive User

Allow client superuser to see all conversations with their companySubmitted

Some of our clients have people in cetrain roles (superusers / admins / implementation managers).These people must be able to see all tickets / conversations related to company X.(Consider that sometimes new people join / leave)

2 years ago

Ben HizakActive User

Allow me to Merge Duplicate CompaniesSubmitted

Sometimes I get duplicate companies. I would like to merge these companies.

2 years ago

Ben HizakActive User

Show all open tickets by CompanySubmitted

I wish intercom had a page like this.Please notice:Currently open right now only Show a count Don’t require me to remember all companies. Show 100% of companies. Nice to have: something I can bookmark

2 years ago

ZachBNew Participant

Guru Integration improvements for CopilotSubmitted

I have connected Guru documents to copilot - and have run into problems where links directly to guru are not accessible - and authorship is all placed on the integration admin. A core featureset and value add of Guru is to know who is maintaining knowledge. Base guru fields (availability, link, author, etc.) should be referenced in the doc.I know from the API that base metadata should be available - even if it’s just rendering a small markdown table with that aticle metadata at the top or bottom of the article.The dream would be if you could apply the Guru author/ created date/ etc. to the Intercom help center fields.

2 years ago

Gil So T2New Participant

AWAY REASONSubmitted

There is a option to “force” the Teamate to choose a reason for away status? Example, a teamate set their status to away, but me as a manager must know the reason.Maybe a PopUP message to choose the reason?

2 years ago

User1348New Participant

Improvements while working with help articlesSubmitted

I create an article on Intercom, publish it. Next time I make changes and save as draft, its status changes to 'Published with Pending draft'. Meanwhile, there comes an urgent need to make some correction to that same article. This is a conflicting scenario which is difficult to address at times, because we can't directly edit the published version now as the changes saved in 'Published with Pending draft' are not meant to be published at that time.So we go to article history, restore the published version in Intercom as a draft version, and start making changes to that particular version and then publish the changes.Next, whenever, we need to copy the changes to the article which was in 'Published with Pending Draft' earlier and in Draft mode now, we need to go back and check the article version history and identify what changes are needed in the current published version. So this becomes a long process if there are multliple amendments made in between when product developments and change requests for help content go in parallel, creating conflicting scenarios and making it difficult to manage things. When we are short of time, this becomes even more challenging.Going back and checking history to identify changes is an tricky thing as there are chances where we can miss out on important things. Especially, this becomes a big headache when we have to manage a large number of articles.Instead, is it possible to implement some concept like a separate editable version for each article, which works separately from the 'Published' version like a working copy or a secondary version or so? This copy can be useful to prepare draft version as well.The best example I can quote here that I can think of is creating an editable word file with my content and once my content is ready, we save it as a PDF as publish it as required. You see PDF stands separate than my editable word version, and that makes it easy to manage the changes separately whenever I have to create new revisions, even with single or multiple Word versions.If the above seems a big development technically or seems time consuming to implement, maybe can you give a simple option to capture internal notes for each article for the timebeing. This will at least help us capture the notes separately in context of each article that is undergoing changes, and it will help us being more confident with what we are doing.Thanks and Cheers.

2 years ago

Jessica QuinnNew Participant

Switch to chat for EmailSubmitted

It would be great if the Switch feature that is available for phone was also available for email(Use case: customers could easily get a link to switch to chat via email to receive a quicker response. This would help with introducing customers to chat support more seamlessly when they are used to emailing)

2 years ago

Ben HizakActive User

Label Articles in BulkSubmitted

I wish I was able to bulk label articles.

2 years ago

Sulamita IvanovActive User

Adding a back button in product toursSubmitted

I think a “back” button would be very helpful for users. I find it when I’m going through product tours myself I can accidentally click next before finishing the sentence and don’t want to start over.

2 years ago

Colleen BrauerNew Participant

Jira 'Service Desk' IntegrationSubmitted

I’d love if it Intercom were integrated with Jira Service Desk

2 years ago

KhrystynaNew Participant

Save Help Desk Search as a ViewSubmitted

Help Desk Search provides great flexibility to search for tickets or conversations. But what would be great if I could save it as a View to reuse myself or as a team. Current View functionality is very limited in terms of available filters/columns while Search has everything except being able to keep reusing the search criteria.

2 years ago

Svitlana SemenikhinaNew Participant

Custom Access for ReportsSubmitted

Reports module includes information for both Executives and Teammates - would appreciate to have a feature for granting access to certain report for certain people. In this case can be possible for Teammate A to see Report A and for Teammate B to see Report B only.

2 years ago

Svitlana SemenikhinaNew Participant

Hyperlink to the initial conversation if the client replied to a closed conversation.Submitted

If the customer replies to closed conversation Intercom has very nice feature to create a new conversation instead of reopening initial. But there is no reference to what is the initial conversation was, except “RE:” in the beginning of the subject. The teammate has to manually copy and paste subject and try to find it in search. Using "Recent Conversation" not always convenient, as the initial conversation might not be among recent.

2 years ago

Svitlana SemenikhinaNew Participant

Unlink/delete back office ticket from a conversation.Submitted

The back-office ticket simply can be created by miss-click or internal procedure might be changed and the ticket no longer needed at all - it would be very useful to have this feature for proper reporting purposes.

2 years ago

Svitlana SemenikhinaNew Participant

Adjust the formatting of the email conversations.Submitted

When email from a customer is received, firstly client's name is displayed and then subject. Names could be repeating much more often while subjects have more chances to be unique. Making Subject visible first will help to visually differentiate between client’s queries.

2 years ago

Jessica QuinnNew Participant

Associate multiple phone numbers to a user & the use same phone number as a secondary phone numberSubmitted

It would be great to be able to associate multiple phone numbers to a single user profile to be able to recognize and call customers on a cell phone and a business landline phone number easily. It would also be great to be able to associate the same phone number (like a landline business number) to multiple user profiles so that you can select the user that is actually calling from a generic business number and conversations and CSATs will be properly associated and sent to the correct customer that is actually calling (such as a manager, business owner, instructor all calling from the same phone number at the front desk of a gym over time).

2 years ago

Jessica QuinnNew Participant

Company Tone of VoiceSubmitted

It would be great to be able to configure a company tone of voice (or multiple tones of voice) so that the tool can be used during training new teammates.This would be helpful if it was available right when teammates are added to the workspace so they would be able to respond to conversations using the tool to help keep responses consistent and help with efficient training on the go. Ideas for company or specific tone of voice: Choose certain answers/responses already sent in conversations that align with the company tone of voice to use for this purpose Input answer examples for this purpose directly Have Company Tone of Voice and Your Tone of Voice etc. available to agents to see how they compare when using

2 years ago

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