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    IlaydaNew Participant

    Feature Request: Fin AI replies to everyone when multiple emails are in the "To" field (Huge Privacy Risk)Submitted

    Current Behavior & Problem:We have configured Fin AI Agent so that it should only reply to the original sender of an incoming email. However, when an incoming email contains multiple recipients in either the "CC" or "To" fields, Fin AI ignores this setting and executes a "Reply All", automatically sending bot responses to every single recipient included in the thread.This behavior poses a severe data privacy risk for us. Fin AI might share account-specific data, resolution steps, or internal context with external third parties who were included in the "To" line of an incoming email, without explicit authorization to receive that specific response.Requested Feature / Fix:Fix the "reply only to sender" setting so that Fin AI strictly addresses only the single primary sender (From / Reply-To address).Ensure Fin AI completely ignores additional recipients in both the "CC" AND "To" fields during automated responses.This is critical for teams handling sensitive customer data over email. A fix or strict control for this would be greatly appreciated!

    0
    1 month ago
    Mor CohenNew Participant

    Slack Native Integration AuthenticationSubmitted

    Hey, I recently started using your new native Slack channel integration, and there’s one major thing that I find missing. We have a slack channel with each one of our customers, and the members of this channel are usually: Support team members, product team members, customer success managers, and the customers themselves. When we interact with the customer over intercom- meaning: My team is replying to the customer via intercom (and not via slack itself)- it all looks ok and it identifies that a team member from my end is involved in the conversation. But, sometimes, one of my team members (either support. product or csm), are sending a message in this channel from Slack’s UI (and not intercom). In this case when the conversation is created in Intercom, it doesn’t recognize that the person who sent the message is a team member, and it replies to the message as if it was sent from the customer. I think the major thing here is Intercom being able to identify internal team members users on slack, and treat them as team members and not customers. Ofc the ideal thing would be reacting only from intercom, but that’s not always possible or convenient to our team.  

    7
    Campbell McGuiness
    1 month ago
    Campbell McGuiness
    Campbell McGuinessActive User

    Side Conversations: fix internal user matching from Slack to IntercomSubmitted

    When an internal user (commonly know as a ”teammate”) replies to a Side Conversation from Slack, their user is not correctly matched to their Intercom user despite having the same email address. This issue has been fixed for conversations triggered from Slack channels, as per this community feature request:  The fix is to adjust the contact matching path to check against the account email for internal users instead of the profile email (which will never match, eg: “name@team-HASH_VALUE.intercom-mail.com”). Can we please have this fix rolled out for Side Conversations 🙏

    0
    Campbell McGuiness
    1 month ago
    Sophie_TeamwhaleNew Participant

    Add Telugu as a supported languageSubmitted

    Hi Intercom team!We would like to request the addition of Telugu to Intercom’s supported languages, similarly to the existing support for Tamil.We serve a significant number of Telugu-speaking customers, and having Telugu available would help us provide localized support, configure the relevant language settings, and create a more accessible customer experience.Thank you for considering it!

    0
    1 month ago
    Chris ClarkNew Participant

    Custom web Intercom element styling (Messenger, Product Tour, etc.)Submitted

    The current styling options for Intercom elements are very limited and do not allow consumers to effectively apply UI design systems and/or branding. In addition, the Intercom elements render within and `iframe` element and thus cannot be targeted directly by application styles. This, as in our case, means a dark-themed website cannot adjust the Intercom elements to match their existing UI styles - the elements always render with a white background, for example.This can be quite jarring for users as any given element from Intercom will likely be the brightest thing rendered anywhere on a given dark-themed site. We, for example, are trying to use product tours as new features are launched, but the mismatch between our UI and that of Intercom means we lose any level of design alignment between our platform and Intercom.This idea is meant to be a request to expand the number of styling options available for all Intercom elements embedded within a given project - particularly the messenger and product tours. Even just component background/divider/text/etc. colors would add a level of customization that would allow companies the ability to align Intercom with the UI/design of their own products much more effectively.This could be implemented as additional options in the “Styling” sections of the relevant components, or additional fields in the Javascript API attributes - the latter already provides some styling options such as `vertical_padding` and `action_color`.

    3
    1 month ago
    CS AdminNew Participant

    Optimize Idea submission with FinSubmitted

    Whenever we contact Fin for support and there is no solution to what we are suggesting, why not make it so Fin searches this Ideas section automatically to help streamline submission and upvotes? Having customers leave the conversation with all the context to do this manually seems like a miss, especially for a company pushing AI first. 

    0
    1 month ago
    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??

    3
    1 month ago
    Julian BurkeNew Participant

    Feature Request | 30-Minute Preemptive Logout Warning BannerSubmitted

     The Problem Intercom’s 48-hour forced session timeout currently logs agents out without warning. If this happens while a teammate is actively on a live phone call, the connection abruptly drops mid-conversation, forcing customers to start over and creating a negative client experience.The Solution Implement a preemptive UI warning banner. 30 minutes before the 48-hour session limit is reached, the system should display a persistent, highly visible notification to the agent (e.g., "Your session will expire in 30 minutes. Please wrap up active calls and re-authenticate.").The Impact Proactive Session Management: Gives teammates a heads-up so they can either wrap up their current interaction or quickly refresh their session before taking a new, lengthy call. Protects the Customer Experience: Eliminates the risk of unexpected dropped calls and mid-troubleshooting disconnects. Simple Implementation: Maintains the strict 48-hour security limit without requiring complex background logic to detect active calls.

    0
    1 month ago
    Anna SchoferNew Participant

    Stop changing the tab text when ANYTHING happens it is all false flags and very distractingSubmitted

    I hate how the tab text changes if anyone messages in to a shared inbox when I have my Intercom tab open and am not on it. I basically have to never have intercom open so that I’m not getting constantly pulled away when just an email comes in to the general support inbox, not even my own! Then if Fin wants me to rate a conversation, I’m getting non-stop flashing that Fin is saying something. Genuinely this is my least favorite product I’ve used in tech and I’m mind blown at how the team allocates their resources. We should not use this tool and I hope my leadership agrees with me soon to move away. Absolutely horrible setting customization in addition to a practically unusable UI.  

    0
    1 month ago
    David CruzNew Participant

    Speed in completing tasksSubmitted

    Hello team,We were using the Operator to improve some FAQ articles, and it was able to identify some unique English-language articles that contained the word “participant.” Each of these articles has a Spanish-language equivalent, and all of them will need to be updated, but for some reason, updating this with the Operator takes way too long compared to doing it manually, so speeding up some processes would be required to save us some time and be more competitive.Thanks!

    0
    1 month ago
    Jennifer BedardActive User

    Enable Slack Integration for Slack Messages from BotsSubmitted

    Currently, only slack messages sent by individual slack users are sent to Intercom via the Intercom + Slack app. We have some automated alerts in various slack channels that require attention from our support agents. These alerts are sent as message in the slack channels, but from a slack app/bot. We would also like these messages to flow into Intercom as well so that the slack + Intercom integration is a full 2-way integration. The more time our agents can spend in Intercom vs slack, the better!

    2
    1 month ago
    Ja/Ko D1 TLNew Participant

    Option to make the CSAT comment field mandatory for low ratings, with a configurable minimum lengthSubmitted

    Hi Intercom team What we'd likeAn admin-level setting that makes the CSAT comment field mandatory when a customer selects a rating at or below a configurable threshold. Today the comment box is always optional, so a large share of our low scores arrive with no explanation at all.Two settings would cover it:Require a comment for ratings below X — where X is set by the admin. We'd set it at 3, but other teams may only want it for 1–2. Minimum comment length — a configurable character minimum (e.g. 10), so a single dot or a space doesn't count as feedback.Expected behaviour on the customer sideThe customer taps a low rating, the comment field appears, and the submit button is disabled. The button stays disabled — with clear helper text such as "Please tell us what went wrong (at least 10 characters)" — until the minimum is met. Nothing is recorded until the comment is submitted, so the customer immediately understands why they can't proceed. Whitespace-only input and a single repeated character shouldn't satisfy the minimum. Helper/validation text should be editable and translatable, like other Messenger copy.Ideally this applies everywhere CSAT is collected: the Messenger conversation rating, workflow- and email-based CSAT surveys, and Fin resolution ratings. Consistency across channels matters — otherwise customers simply rate through whichever surface has no requirement.Why this matters to usUnexplained low scores are unactionable. We can't coach a teammate, fix a process, or follow up with a customer on "2 out of 5" and nothing else. CSAT feeds teammate performance metrics. An unexplained low rating directly affects someone's numbers, and we have no way to review whether it was fair. It skews reporting. A meaningful share of our satisfaction data carries no information at all, which makes the trend harder to trust when we present it internally. It discourages low-effort rating. Some customers click the lowest score reflexively, or repeatedly across conversations. A small amount of friction — you gave a 2, tell us why — filters out that noise, while genuinely dissatisfied customers are usually happy to explain.What wouldn't solve itWe're not asking for a way to exclude ratings from reports after the fact. Filtering a report doesn't change the score that was already recorded, and it still leaves us without the explanation we actually need. The value is entirely in the friction at the moment of rating: a rating that can't be submitted without a real comment is either explained, or not given at all.Functionally this looks like a contained change — a toggle plus a numeric field in the CSAT settings, and validation on the submit button — but it would significantly change how much we can do with our CSAT data.Thanks for considering it!

    0
    1 month ago
    Nick MirandaNew Participant

    Slack Integration CSATSubmitted

    I’ve integrated Slack<>Intercom together so that clients can start conversations directly in Slack channels and Support can monitor said conversations via Intercom so nobody leaves their desired platforms.Issue is, it does not seem possible to trigger a CSAT score rating upon closing a conversation. This is ultra valuable and since these are our highest priority clients we really want to hear how they like communicating with Support and if this is an effective process. This seems to be available on a lot of channels but not Slack for some reason :(

    1
    Campbell McGuiness
    1 month ago
    PatrickHNew Participant

    Side Conversation to SlackReleased

    To have great support, our support team has direct access to engineers to ask questions. We have set this up with side conversations in Zendesk so far. That worked really great: the support agent would create a side conversation to a specific team Slack channel asking the question, somebody from the engineering team would react in a thread which again would update the side conversation in Zendesk accordingly.Intercom has side conversation which are fantastic, but that Slack integration is just really really missing for us.What do you think of the topic? Others who’d love to see this in Intercom? 

    7
    Campbell McGuiness
    1 month ago
    Emanuel BritoActive User

    Slack DM in side conversationsSubmitted

    I was excited to see that we could have Side Conversations in Slack! Until, that is, I saw that you could only notify channels. What?!As we can send Side Conversations to individuals via email, why can’t we send Side Conversations directly to Slack contacts? It makes the most sense.

    2
    Campbell McGuiness
    1 month ago
    Campbell McGuiness
    Campbell McGuinessActive User

    Provide link to Slack thread that triggered Intercom conversation in "Details" tabSubmitted

    Hi team 🤖When an Intercom conversation is triggered from a Slack thread, a private note is injected into the Intercom conversation which is useful.  However it can easily get buried under previous and subsequent replies, which makes it difficult to find. Can we please have this link surfaced in the “Details” tab?  It could easily sit as another item in the “Links” section.  Or even in its own section that could contain other data about the Slack thread. Thanks, Campbell

    0
    Campbell McGuiness
    1 month ago
    Sarah S.New Participant

    Be able to tag outbound callsSubmitted

    Be able to easily tag outbound calls without a workflow- the same way we can tag inbound calls. This is how we track a lot of our data. 

    0
    1 month ago
    Sarah S.New Participant

    Content redactionSubmitted

    We turned on credit card redaction and it is now redacting our tracking numbers. The tracking numbers even contain letters so I wonder if there is a way to exclude 15-16 digits that contain letters?

    0
    1 month ago
    Sandra W.New Participant

    Display Eligible Custom Answers in 'Show Conversation Events'Submitted

     **Category:** Feature Request | Fin AI Agent | Workflows## ProblemWhen reviewing conversations in the Inbox using "Show conversation events," we can see *when* a Custom Answer triggered, but we have no visibility into:- Which other Custom Answers were eligible to trigger for that conversation- Why a specific Custom Answer was selected over others- What the matching confidence level wasThis makes it difficult for support teams to:- Audit Custom Answer effectiveness- Identify gaps in Custom Answer coverage- Debug why a customer didn't receive the expected answer- Train and improve Custom Answers based on actual conversation context## Requested FeatureAdd a **"Custom Answer Triggers"** section to the conversation events timeline that displays:1. **Primary Match** — The Custom Answer that was sent (with matching score/confidence)2. **Eligible Alternatives** — Other Custom Answers that matched the customer's question (listed by relevance)3. **No Match** — When a question didn't trigger any Custom Answer, show why and suggest which Custom Answers could be created4. **Rejection Reason** — If a Custom Answer didn't trigger due to conditions (audience rules, timing, frequency limits), display the reason## Use CaseOur support team uses Custom Answers to automate common questions and improve Fin's resolution rate. Right now, we can only see that a Custom Answer fired, but not understand the matching logic or what alternatives existed. Having this visibility would help us:- Validate that the right answer was shown- Identify overlapping or redundant Custom Answers- Find opportunities to expand Custom Answer coverage- Improve our training data for better matching## Additional ContextThis aligns with Intercom's existing approach to transparency — similar to how "Troubleshoot Workflows" shows which workflow matched and why others didn't. Custom Answers deserve the same level of visibility for effective management.Would this be something the product team could consider? Happy to discuss further.Thanks!

    0
    1 month ago
    Meghan BeckerNew Participant

    Have better data changelogs on Custom AnswersSubmitted

    Currently we have no way of seeing a “last updated on” and “last updated by” or a historical change log on any custom answers and that is reporting we need access into. 

    0
    1 month ago
    Pierre G
    Pierre GActive User

    Hiding Certain People's PresenceSubmitted

    Currently the teammate presence setting in help desk shows everyone who is looking at a conversation.  However, as a manager I’d like to sometimes be able to hide my presence. This would be found in the popup menu on the bottom left, which shows after hovering over my profile image.  There would also need to be an additional permission found in Help Desk to allow the ability to hide someone’s presence. For example, all people in the “Admin” role should have the ability to hide their presence, 

    5
    Pierre G
    1 month ago
    David IonescuNew Participant

    Allow Fin Procedures to create Back-office ticketsSubmitted

    Add a native ‘Create Back-office ticket’ action to Fin Procedures, so Fin can create a linked internal ticket automatically when a procedure reaches a defined condition or step—without requiring a teammate handoff or custom API implementation

    0
    1 month ago
    Pamela Van Gasse
    Pamela Van GasseActive User

    Save column settings for viewsSubmitted

    At this time column settings in views are saved in a browser cache. Leading to 2 issues for our use : when clearing browser cache, the column settings are gone teamleads are not able to create views for their team, as the teammates individually still need to set column settingsThis is very timeconsuming for us and leads to a lot of frustration.Would it be possible to save column settings in the view itself and not in the browser cache ?

    4
    1 month ago
    Sophie OmblerNew Participant

    Set a default 'new conversation' typeSubmitted

    When clicking create new conversation, it is defaulting to ‘chat’ - we never start new outbound chat, only email. This means that for every new email we want to send out of Intercom, we must manually change chat to email. It’s only a small thing, but adding up 100’s of email per week…Seems reasonable to allow workspaces to select a default new conversation type, I hope.

    0
    1 month ago
    Fahmida MoniumNew Participant

    Customising CX Score calculationSubmitted

    Are there plans to customise how the CX score is calculated? For example, I’ve noticed that the CX score can be negatively impacted when customers are unresponsive and our flows automatically close tickets after a few days following a chaser.It would be useful if the scoring could distinguish between negative customer feedback and cases that are simply closed due to customer inactivity, so that agents aren’t marked down for something outside their control.

    0
    1 month ago
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