Product Wishlist | Community
Skip to main content

Your Guide to Joining the Beta Group & Navigating the Product Wishlist

Join the Beta Group 🎉 You can now join the Beta Group and get exclusive early access to product betas, share feedback and contribute to shaping the In...

    Idea Pipeline

    Filter by idea status

    Browse by category

    3155 Ideas

    J
    Julian BurkeNew Participant

    Feature Request: Brand-Based Auto-Away TimeSubmitted

    Feature Request - for our workspace implementation, we've shrank the auto-away time to 10 minutes so we can utilize the new Average Adjusted Handle Time metric, however in doing so, other departments that have much lower inbound volume or that use round robin for back-office tickets, are being impacted. We need the ability to set auto-away time based on teams or brands.

    0
    J
    Forum|Forum|1 month ago
    L
    LovelyNew Participant

    color coding for priority markingsSubmitted

    Would it be possible to add color coding to the priority markings to improve their visibility?I believe this would make it easier to quickly identify and distinguish priorities at a glance.  

    4
    D
    Forum|Forum|1 month ago
    O
    OleksandrNew Participant

    Bring back a clear visual marker for chats, like the star we had before.Submitted

     Previously, there was a star in the chat list - a simple and very visible visual marker. Now it has been replaced with a priority indicator that is barely noticeable in the list. We need a clear visual marker next to the chat so important conversations can be quickly identified and not closed by accident. Sorting does not solve this issue. Please consider bringing back a more visible marker in the chat list.

    4
    D
    Forum|Forum|1 month ago
    B
    Brady PriceNew Participant

    Surface Guidance reporting in the MCPSubmitted

    Surface Guidance reporting in the MCP, so I can have my agent review reporting against guidance and ticket data to improve quickly. 

    0
    B
    Forum|Forum|1 month ago
    D
    David BrownNew Participant

    Bulk control of Fin access to synced website pages after a full crawlSubmitted

    When syncing a website for Fin, the crawl often imports a large number of pages. Currently, restricting Fin’s access to specific pages requires manually disabling them in the UI, which does not scale for large sites.It would be valuable to add API support for bulk updating External Pages after a full website crawl, allowing teams to programmatically limit Fin’s availability for selected pages (for example via a bulk update endpoint). This would enable automated pruning of redundant or unwanted pages without manual UI changes.I attempted to set fin_availability = FALSE via PUT /ai/external_pages/{page_id}, but the request failed because the page belongs to an automatic website sync source. Intercom returned:Content Import Source must have API sync behaviour.The current API workflow requires creating an API-based Content Import Source and POSTing pages to the External Pages endpoint to create or update them. Because of this, teams must either:determine the preferred pages before importing via the API, or manually disable pages in the UI after a full crawl.Allowing teams to sync the site first and then programmatically restrict pages afterward would make the process significantly easier.

    0
    D
    Forum|Forum|1 month ago
    A
    Anne-Marie KraalNew Participant

    Pause multiple series at onceSubmitted

    It would be great to be able to pause multiple series at once, instead of having to open each series - hit te pause button - wait - and then open. the next one. Especially with the holidays I gave about 40 to 50 live flows that I need to pause. Thanks!

    1
    T
    Forum|Forum|1 month ago
    A
    AmyCNew Participant

     Emoji-only spam detectionSubmitted

    Message Content conditions are only built for text matching, and there's no built-in support for detecting emoji-only messages as spam. This seems to be a real gap for social channels specifically. Having this as an additional feature would be extremely helpful when filtering out spam communications. 

    0
    A
    Forum|Forum|1 month ago
    E
    Emily BernknopfNew Participant

    Option for Rated Intercom UsersSubmitted

    Instead of using Balanced or Round Robin, have an option where you can assign a number to each Intercom user based on who should get tickets first.Whoever is in spot #1 would be first to get new tickets (useful for new hires or if someone isn’t pulling their weight) Then it would go down to #2, #3 etc so that the most experienced person on the team is the last to get tickets.Reason I ask this is that balanced isn’t really balanced, if someone is in there all the time working and closing tickets, they get more, whereas they should be last in the queue.

    0
    E
    Forum|Forum|1 month ago
    S
    Support Escalate OpsNew Participant

    Can FIN AI send emails from different inboxes by brand?Submitted

    Hi ! I’m running into a limitation with Fin AI and multi-brand setups.I have two brands, each with its own inbox, but currently Fin replies from a single inbox… Regardless of the brand the customer is contacting.This causes issues with context, audience targeting, and consistency.It would be great if Fin could reply using the correct inbox per brand.Hope this feature is considered!

    1
    N
    Forum|Forum|1 month ago
    K
    KoulaNew Participant

    Make Knowledge searchable/viewable in side panel of conversationSubmitted

    It would be super helpful for the support team to be able to search and view internal knowledge articles in the side panel where copilot is rather than just using the AI - internal processes should be able to be seen whilst working in a conversation or ticket. Can this feature please be reviewed and added? Additional tab where copilot and details is that links to knowledge base??

    2
    C
    Forum|Forum|1 month ago
    R
    Russell HendersonNew Participant

    Out of Office for team inboxSubmitted

    Having an out of office for a particular inbox, rather than workspace. We have teams who aren’t customer facing working on back office tickets/have chats in their name while tickets are being dealt with in Jira. It would eb good to have an out of office for their inbox so customers know to create a new chat for a response from our customer services team as the escalations team wouldn’t deal with this.

    3
    R
    Forum|Forum|1 month ago
    J
    Julian BurkeNew Participant

    Feature Request: Adding Audio Tone Cue(s) for Status ChangesSubmitted

    Would it be possible to add an audible notification or desktop alert when an agent is automatically switched to Away after 5 minutes of inactivity?This wouldn't change or bypass the idle timer. Instead, it would simply notify agents immediately after they're marked Away, allowing them to switch back to Active promptly if they're still working but were focused on another application, documentation, or troubleshooting.Potential benefits:- Improves agent awareness.- Minimizes unnecessary time spent in Away status.- Supports productivity without changing the intended behavior of the idle timer.- Enhances the overall user experience.Thank you for considering this enhancement.

    0
    J
    Forum|Forum|1 month ago
    V
    VishalNew Participant

    Enhancements for Long ConversationsSubmitted

    Ability to quickly navigate long conversations by: Searching for specific text  Jumping to a particular date 

    0
    V
    Forum|Forum|1 month ago
    L
    Lucy RobbieNew Participant

    Pin ticket status in my inboxSubmitted

    It would be good to be able to pin different statuses in ‘my inbox’ so people can see which tickets are in different statuses at a glance. At the moment, this has to be manually added each morning; it would be good to have a pin feature or the option to save the filters that you want. 

    0
    L
    Forum|Forum|1 month ago
    U
    UKey Support LTNew Participant

    API HTML Sanitizer Issue: Forced H1 Promotion in Articles Causes Duplicate Headings and SEO DegradationSubmitted

    I am writing to report a frustrating HTML parsing issue when creating or updating Help Center Articles via the API (including version 2.15 and others).Problem Description: When uploading an article's <body> HTML that does not contain an <h1> tag but starts with an <h2> (or <h3>), the Intercom HTML Sanitizer / Block Converter forcefully promotes the highest-level heading to an <h1>.Steps to Reproduce: Use the Article API to create/update an article. Pass the following HTML payload for the body: <h2>Introduction</h2><p>Some text here.</p> Check the rendered article in the Intercom Help Center or within the Intercom Article Block Editor. Current Behavior: The parser automatically converts the <h2> tag into an <h1>. Because the Help Center template already renders the Article Title as the primary <h1> (or visual equivalent), the final published page ends up with two <H1> tags.Business & Technical Impact: SEO Penalty: Multiple H1 tags on a single page violate fundamental SEO best practices, negatively impacting the search ranking of our Help Center. Accessibility (a11y): Screen readers rely on a strict semantic hierarchy. A forced, duplicate H1 breaks the expected document structure for visually impaired users. Migration Friction: We are forced to inject zero-width spaces (<h1>​</h1>) at the top of our payloads just to bypass your parser and preserve our original <h2> tags. Feature Request: Could the engineering team consider either: Respecting the original HTML semantic hierarchy when no H1 is provided in the payload (leaving H2 as H2). Introducing a parameter in the API payload (e.g., disable_heading_promotion: true) to bypass the automatic Block Editor restructuring. Thank you for looking into this core API behavior.

    0
    U
    Forum|Forum|1 month ago
    E
    EduardoNew Participant

    Proposal: Color-Coded Ticket Prioritization System in IntercomSubmitted

    Hi team,I'd like to propose a simple color-coded (traffic-light) system for our Intercom queues, to help us identify ticket urgency at a glance and reduce response-time misses.Proposed color logic (based on time since last activity):🟢 Green – Within SLA (0–30 min since last message) 🟡 Yellow – Approaching SLA breach (30–90 min) 🔴 Red – SLA breached / needs immediate attention (90+ min)How this could be implemented in Intercom:Using custom ticket/conversation attributes with color tags (e.g., a "Priority" field with red/yellow/green values), which can be set manually or via a simple workflow rule based on time-to-first-response or time-since-last-reply. Alternatively, using saved views/filters segmented by these time thresholds, so agents can sort by urgency without relying on color alone. Star/flag indicators (already in use) could be reserved specifically for VIP or escalated cases, separate from the time-based color logic, to avoid overlap.Benefits:Faster visual triage, especially during high-volume shifts. Reduces the risk of tickets aging past SLA unnoticed. Keeps the current inbox structure intact — this only adds a layer of visual prioritization.Happy to adjust the time thresholds or color meanings based on team feedback, or to pilot this in one queue (e.g., COL Supervisor) before rolling it out further.Let me know your thoughts. 🔎

    1
    E
    Forum|Forum|1 month ago
    E
    Edison MonnarNew Participant

    Macros with pictures are not sending the message in order or composition gets desorderedSubmitted

    Good day, Intercom teamWe’ve noticed macros are not being sent the same way, this because from intercom side view it does show an order with the text and pictures and is sent all together, however on whatsapp customers side view, is shown as if the texte message is sent first and then a bulk images, so the composition of the message is quite different affecting the customers experience when it comes about sending them troubleshooting guides step by step using macros 

    0
    E
    Forum|Forum|1 month ago
    E
    EhrynNew Participant

    Accessibility request: Make away more more obvious for agentsSubmitted

    When I come back from my breaks I often forget to turn off away mode if I have clients returning, because when you set yourself to away mode there’s no banner to make it clear, and I have ADHD so I forget things almost as soon as I do them 😅When the system turns you to away automatically for inactivity or you are on reassign replies there is a nice obvious yellow banner that makes it clear you need to return from away mode.It would be very beneficial to have some sort of clear indicator on the agent side that they are still in the away mode they set, that is more obvious than the tiny yellow dot on the profile picture.Hopefully this is easy to implement since the functionality is already partially there! This would massively improve my adherence and I’m sure other people would benefit as well. Thanks for your consideration!

    1
    D
    Forum|Forum|1 month ago
    T
    tradeliveNew Participant

    Multi-language support for custom ticket statesSubmitted

    I am writing to share a feature request regarding our use of custom ticket states.While we appreciate the ability to create customized ticket states, we have encountered a limitation regarding localization. Currently, we are unable to apply translations to these custom states.For example, we are planning to implement a new state called Verifying. While this label works well for our English-speaking customers, it presents a barrier for our Chinese-speaking users who would benefit from seeing this state in their own language, such as 验证中.It would be a significant improvement if we could configure multi-language translations for custom ticket states. This would ensure a more consistent and accessible experience for our global user base.Please let me know if this is something on the roadmap or if there is an alternative approach we should consider to achieve this.

    0
    T
    Forum|Forum|1 month ago
    Daniel Rönnberg
    Daniel RönnbergActive User

    Add a disclaimer that the message has been automatically translated when using AI Inbox TranslationsSubmitted

    Hi,We've enabled AI Inbox Translations for our support, allowing us to assist more users in their native language. I think this is a great feature that will enhance the user experience. However, transparency is important to us, and we want users to always be aware when AI is involved.It would be really helpful if there were an indicator showing that a message has been automatically translated into their preferred language, along with an option to view the original message in English.

    6
    N
    Forum|Forum|1 month ago
    B
    Brian NezhadNew Participant

    Answer Calls on Mobile DeviceSubmitted

    I really wish you could answer calls on the mobile app. This would be so useful. Imagine you step away from your company laptop, and then your customer tries to call you, and you need to pick up. This would be a very good feature to have for the Intercom phone subscription.It could even be a feature within the Intercom mobile app (iOS).

    0
    B
    Forum|Forum|1 month ago
    V
    Viktoria GallandyNew Participant

    New workflow triggersSubmitted

    Current limitationThere is no trigger for conversation lifecycle events such as conversation assigned to a team or a Fin/conversation attribute changed to a specific value. The only near-fit trigger, "customer sends any message," misses these cases, because the state change (attribute set + handoff) happens within the same step and no further customer message follows.What we'd like (general, not one narrow trigger)Event-based triggers for conversation outcomes: assignment to a team/teammate, state changes, and attribute changes. Clean composability: an action defined once should run whenever a conversation reaches a given outcome — regardless of whether a Procedure, a Workflow, an escalation rule, or a manual action produced it.

    0
    V
    Forum|Forum|1 month ago
    P
    Pipa GeraghtyNew Participant

    Add Slovak as a supported language in help center and messengerSubmitted

    Add Slovak as a supported language in help center and messenger. 

    0
    P
    Forum|Forum|1 month ago
    J
    João Pedro Correia NunesNew Participant

    Disable sound notifications for Team InboxesSubmitted

    Usually didn’t happen before, but now if a new conversation or reassigned ticket is sent to one of our Team Inboxes, it generates a sound notification like a new conversation/ticket is assigned to an agent.This becomes stressful because you think you have a new open chat, with an SLA to be met, and that’s actually not the case, it just arrived in Team Inbox and will be assigned maybe to you or someone else.Personally, this is stressful.Would be interesting that sound notifications could be customized as well, because the choices are limited. Hopefully there would be a way to assign a different sound, to a different kind of conversation/inbox.

    0
    J
    Forum|Forum|1 month ago
    S
    Sara KadryNew Participant

    conversation prioritySubmitted

    I can see that you have added several choices for conversation priority but what about adding some colors for themurgent is red high priority is green  medium is orange and so on ? thanks  :)

    0
    S
    Forum|Forum|1 month ago

    Browse by category

    • Product Areas & Popular Topics
    • Core Inbox
    • Data
    • Fin & AI
    • Integrations, API & Custom Actions
    • Intercom Community
    • Knowledge & Help Center
    • Messenger
    • Mobile Conversations App
    • Omnichannel (Whatsapp, Facebook, Instagram, X, Switch)
    • Phone
    • Proactive Support
    • Reporting
    • Security & Compliance
    • Third-party Apps & Plugins
    • Tickets
    • Workflows
    • Workload Management (Conversation Assignment)
    • Expert VOC
    Terms & ConditionsAccessibility statement