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    Nate RisenhooverNew Participant

    Let Scorecard Evaluation / custom reports filter by review submission date, not just conversation dateSubmitted

    Body:Reporting on Monitors scorecard evaluations (and the underlying Scorecard Evaluation dataset) currently anchors every metric to the conversation's own date fields — created_at, first_user_conversation_part_created_at, etc. — rather than to when the review itself was completed.This makes it impossible to build an accurate "who completed reviews this week" report: if a reviewer evaluates a conversation today that was created last week, that evaluation is bucketed into last week's data in any time-filtered report, not today's. Confirmed this with Fin (referencing scorecard_evaluation.evaluated_count and a custom report built on it) — the dataset doesn't expose a review-submission timestamp usable as the date-filter anchor, unlike conversation_rating, which supports filtering on replied_at/created_at — the rating's own timestamp.Request: add a review/evaluation-submitted-at date field to the Scorecard Evaluation dataset (and/or the Monitors reporting UI) that custom reports can filter and group by, independent of the conversation's created_at.Use case: confirming that each reviewer has completed their weekly QA review quota without manually cross-referencing conversation creation dates with actual review completion dates.

    0
    1 month ago
    Josh KodroffNew Participant

    Sync with Google Calendar for OOOSubmitted

    I would love the ability to sync my Intercom availability with my Google Calendar so that it automatically takes me out of rotation (Away) for assignment when I mark myself OOO in Google Calendar.Optionally, some folks might also want Away automatically set when they are busy in Google Calendar, but I also get that the needed syncing frequency could make that problematic to implement. (OOO feels more doable since that is less likely to change throughout the day, whereas individual calendar appointments frequently change in my experience.)

    0
    1 month ago
    KaydeNew Participant

    Alias Profile PictureSubmitted

    In my role, I have two distinct responsibilities. This means I use an alias to help avoid confusing users. However, the profile picture cannot be set for the alias. While I can update the picture in general, this changes it for all conversations I am a part of, which means users would see my picture switching back and forth frequently within their modal. 

    0
    1 month ago
    IreneNew Participant

    Delete views from the InboxSubmitted

    Why isn’t it possible to delete some of the views that were created? I know there’s the option of unpinning views, but whenever we scroll through “Add views” the list gets very long. Some were just needed for a particular issue or under a specific period of time, but are no longer in use. Would be so nice if there was an option to do a clean up of views and be able to delete them. 

    1
    1 month ago
    Sandra W.New Participant

    Inbox Table Layout columns reset after platform updates (before/after screenshots)Submitted

    Hi Dear Intercom team: After each platform update, our team's inbox column configuration is reset without warning. Every agent then has to manually rebuild their view from scratch.Examples: Before (my configured view):User, Company, Subject, Activity, Description, Priority, [additional column cut off]After (post-update, reset automatically):User, Subject, Status, Activity, Description, Priority, Last active/assigned (with an unrequested sort applied), Team, AssigneeSince each agent configures their columns based on their own workflow, this reset affects the whole team differently.Impact:- Agents work with mismatched/inconsistent inbox views until each one notices and manually fixes it- This isn't a one-off — it has happened after several updates, suggesting column configs simply aren't being persisted through releasesWhat we're asking for:1. Inbox column configurations should persist across platform updates by default2. If certain updates require a schema change that can't preserve settings, please provide advance notice in release notes. 3. An export/backup and restore option so we're not rebuilding manually every time.Happy to share more screenshots or a screen recording if it helps reproduce this. This is a real friction point for any team running Intercom at scale. Thanks!!! 

    0
    1 month ago
    Laura CelentanoNew Participant

    Fin on Messenger - customise the answer Fin gives (currently unable to)Submitted

    I would love to be able to chose if and what Fin says once it's given an answer to a customer. It seems to default to 'was this helpful’ or ‘was this what you were looking for'. If you could ask your product team to make this a setting/personalised please.

    0
    1 month ago
    Sam HelmNew Participant

    Adding a “Wait until in Business Hours”Submitted

    Adding a “Wait until in Business Hours”In the below screenshot we’re setting up a workflow for unresponsive customers, allowing tickets to close after x days. However we don’t want someone getting the auto message and subsequent close outside of business hours.I hoped using branches would fix this however the ‘Until’ logic means if the ticket was meant to close before business hours (Eg 7:30am) it will wait til tomorrow 9am to close. Their should be the option to send next time time is in business hours. 

    5
    robertdistefano
    1 month ago
    Jeff CastonNew Participant

    Fin learningSubmitted

    The idea here is to allow Fin to “learn” from converstations that teammates have to take over on. The teammates answers should either automatically or perhaps with an option to “add to Fin’s knowledge” to allow Fin to learn from teammates answers. I know we can add snippets or add to existing knowledge articles, but this would really streamline the process. Maybe an option when you go to update the status of the ticket, you can “add to Fin’s knowledge.”

    0
    1 month ago
    TiffanyNew Participant

    Search Feature for Blocked User ListSubmitted

    Include a searching box in the blocked user list to easily find a user that has been block to unblock them. This comes up ever so often when a false positive occurs and we want to unblock a user to invite them back on. The only problem is we have to load page by page to find that specific user. There is no search feature available which would save us a ton of time. 

    0
    1 month ago
    Melissa MontesNew Participant

    Version History & Rollback for Internal ArticlesSubmitted

    I’d like to request to add version history capabilities for internal knowledge base articles, allowing content owners to track changes over time, view previous versions, compare edits, and restore an earlier version when needed.Currently this functionality exists for Public facing articles (version history, highlighting changes when comparing).  

    1
    1 month ago
    Edison MonnarNew Participant

    Bring back the old layout with the name of the company and name of the agentSubmitted

    Why was it changed?, it helped everyone to easily recognize which company is reaching us every single time, the other layout is not good enough simply because it takes too much space on screen monitor and one thing we all need is space and time!We need it back to save space and time! 

    0
    1 month ago
    Bruno Ferrara
    Bruno FerraraNew Participant

    In-app banners for important updatesSubmitted

    One thing we’ve been looking for is a better way to communicate important updates and releases to our support team.For example, it would be great to have a native feature in Intercom where we could create an informational banner or card that appears when an agent logs in, highlighting important updates, new processes, releases, or other things they need to be aware of.At the moment, we rely on external tools like Slack and Notion for this, which means important information can easily get missed or require agents to check multiple places.We’re trying to bring as much of this workflow as possible into Intercom, so having these updates directly where agents already work would make them much easier to see and, hopefully, more effective.Ideally, these could also be targeted to specific teams or roles and dismissed once read.

    0
    Bruno Ferrara
    1 month ago
    Jo FergusonNew Participant

    Allow individual macros to be pinned to the composerSubmitted

    I want to create a macro that tags an email with “spam”, then closes it.I then want to pin this macro to my team’s composer toolbar for easy access; however, there doesn’t appear to be a way to do that. The only option is to open the macro menu and search for it every time, which is inefficient.

    0
    1 month ago
    Jo FergusonNew Participant

    Allow reporting on "Mark as spam"Submitted

    When my team use the “Mark as spam” option in Inbox, the conversation just gets closed; it doesn’t get assigned any attributes to differentiate it from any other closed conversation.This means I can’t run a report to review the conversations marked as Spam, so can’t:Check the team are marking things correctly, and identify training needs. Look for consistencies and commonalities that can be added to our spam filter workflow.Please can you allow us to drill into conversations that were marked as Spam? I appreciate that I can have the team use macros or dropdowns to label spam etc etc, but it seems odd that this is just a re-labelled version of Close Conversation with no other benefits (that I can determine?).

    0
    1 month ago
    david meakinActive User

    Report on tickets in progressSubmitted

    HiHow do I create a report on the tickets in progress there are metrics for new tickets and time to resolve etc but no basic report for in progress tickets.I need this in order to break this down into more useful stats. The data export cant offer what I need either due to conversation data not being stored within a ticket. Which is what I need to create a useful report.Thanks for any help.

    6
    1 month ago
    Cigdem KaraNew Participant

    Fin AI - PhoneSubmitted

    Fin reads phone numbers too quickly Request: add a setting to slow down or format phone number delivery

    1
    1 month ago
    Intercom Team
    Ebenezer.LaleyeIntercom Team

    Add Hungarian mobile number support for Intercom PhoneSubmitted

    A customer requested a Hungarian mobile number for Intercom Phone, specifically a number with a +36 20, +36 30, or +36 70 prefix.Intercom currently only supports Hungarian Local and Toll Free numbers.​Customer AskCan we add Hungarian mobile numbers to our Intercom Phone number offerings,

    0
    Intercom Team
    1 month ago
    Justin Dean
    Justin DeanNew Participant

    Store Temporary Attributes in Fin’s Conversation MemorySubmitted

    Today, temporary attributes in Intercom are limited to the lifecycle of a single procedure. This creates friction in conversations that involve multiple procedures or handoffs, since any intermediate state is lost when switching contexts. To work around this, we currently promote short-lived data to permanent attributes, which introduces latency, adds complexity, and clutters our data model.We’re requesting a way to make temporary attributes persist for the duration of a conversation (i.e., session-scoped), so they can be shared across procedures without needing to be written to permanent storage. This would allow us to pass state more efficiently between workflows, reduce unnecessary read/write cycles, and improve responsiveness.A conversation-scoped attribute layer—automatically cleared when the conversation ends—would make it much easier to build fast, reliable, multi-step conversational experiences without compromising performance or data hygiene.

    1
    1 month ago
    Kassandra Villa ArroyoNew Participant

    Remove an Intercom Collection link from Google Search results for deleted CollectionsSubmitted

    The collection is deleted however the link is still indexed in Google search results. I've requested a refresh from Google directly for the collection that no longer exists. https://kb.triplewhale.com/en/collections/19642505-data-dictionaryHowever I want to place a feature requests so that we can request link removals via Intercom directly. Seems that because we do not own the domain we can not request the removal directly from the Google Search Console. This requires a domain verification.  

    0
    1 month ago
    Michael H.New Participant

    Recent "Search" update - Unable to close individual items/emails.Submitted

    While I understand the benefit of being able to edit & make changes in mass. I do not agree with disabling the feature to close individual items found through the “Search” tab. When handling multiple contacts from the same customer, at times it’s easier to weed out erroneous contacts from the same customer by simply closing conversations.The ability to close individual conversations through “Search” should still be enabled.At this current time, the close conversation is still visible but effectively does nothing as the conversations still appear under the assigned inbox.

    0
    1 month ago
    Ami JasaniNew Participant

    Ability to Resize or Pop‑Out the Email Composer/Reply Pane in IntercomSubmitted

     Summary: The current email composer/reply pane within Intercom conversations is too small, creating workflow challenges—especially when drafting long responses or working with screenshots. Current LimitationAccording to FinAI’s assessment (Feb 2026), “The email composer in Intercom doesn't have a built-in option to resize or make the composition pane larger within a thread. The composer size is fixed in the interface.”This limitation becomes especially problematic when:Crafting long replies that require thorough review before sending Adding and reviewing multiple screenshots Editing complex messages that need more visual space Supporting detailed technical troubleshootingWorkaroundsIntercom teammates currently rely on non‑ideal workarounds such as:Drafting content in a full‑screen Help Center Article editor Drafting in a blank Outbound Email (full-screen editor) Copying/pasting the draft back into the conversation thread Requested EnhancementAdd the ability to:Resize the reply/composer pane within a conversation (drag to expand vertically and/or horizontally). Pop out the email composer into a separate, larger window—similar to pop‑out compose windows in Gmail, Outlook, and other messaging platforms.Expected BenefitsImproved agent productivity and response accuracy Faster handling of complex cases Better visibility when reviewing long replies Reduced cognitive load and fewer manual drafting workflows Better experience when working with screenshots, code snippets, or multi-step instructionsWhy This MattersClear, efficient communication is essential to customer support. A cramped composer can lead to errors, slower responses, and unnecessary friction. A resizable or pop‑out editor would meaningfully improve agent workflow and overall customer communication quality. 

    4
    1 month ago
    Daryl ButlerNew Participant

    Close Side conversationsSubmitted

    Our team uses side conversations to speak with other stakeholder channels via Slack. typically these queries are a quick request and a quick resolution, but we’ve encountered 2 issues:AI integrations in these slack channels - When a slack channel has a bot set up to automatically answer questions appearing in the channel, the side conversations from Intercom are frequently overlooked. Could be an issue of 1 bot speaking to another bot and maybe Slack/Intercom doesn’t want that to happen Closing side conversations - typically the channels in which we ask our questions are a straight-forward “question and answer” or “request and resolution” with very minimal back and forth. But every now and again we get a case where we’ve asked a question and then before we know it, 20 different stakeholders have found the thread curious and have begun a back-and-forth of their own, which opens and reopens the thread multiple times. Or alternatively, we get a resolution, but then 2 weeks later (after the intercom conversation is closed) someone else uses the thread to “share a new example”, this also reopens the thread and adds a new “end-date” to the conversation which can artificially inflate metrics 

    0
    1 month ago
    Dan EsturilloNew Participant

    Being able to add attachments to emails sent when triggering events through the APISubmitted

    We need to being able to include attachments (not referred urls) as metadata when sending emails. We use the API to trigger events which in turn send emails.We need these attachments to be private to the receiver hence we can’t expose somewhere public such as S3

    0
    1 month ago
    Johanna LefayNew Participant

    Display auto-linked URLs separately from message text in chat repliesSubmitted

    In in-app chat messages, URLs pasted into a message are automatically converted into inline clickable links within the text. This inline formatting can make the link look untrustworthy or "scam-like" to end users, especially on mobile, where the rendering differs noticeably from desktop.Suggested improvement: Allow links to be displayed as a separate element at the bottom of the message bubble (rather than embedded inline in the text), similar to how buttons or attachments are presented. This would improve clarity, build user trust, and create a more consistent experience across mobile and desktop.

    0
    1 month ago
    Ashley MNew Participant

    OTP Expiration Should be AdjustableSubmitted

    Since we’re part of the beta group, I wanted to flag some feedback and put in a formal request.We use Fin's OTP verification for any conversation that touches order details like shipping address or phone number, and it works fine on chat. The issue is email. Email support naturally has a longer back and forth than chat, and the current OTP expiration window doesn't leave much room for a customer to check their inbox and respond before it times out.Would it be possible to make the OTP expiration configurable per channel, or at least extend the default for email? Right now our workaround is that OTP regenerates whenever the customer comes back, so nobody gets permanently locked out, but a longer window for email would cut down on the extra step for customers and the confusion it causes on our end.Happy to share a specific conversation example if that's useful.Thanks,

    0
    1 month ago
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