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    3155 Ideas

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    OleksandrNew Participant

    Вернуть яркую визуальную пометку чатов (как звездочка)Submitted

     Ранее в списке чатов была звездочка - простая и очень заметная визуальная отметка. Сейчас она заменена на индикатор приоритета, который почти не виден в списке.Нам нужна именно яркая пометка в списке чатов, чтобы быстро выделять важные разговоры и не закрывать их случайно. Сортировка не решает проблему - важна именно визуальная отметка рядом с чатом.Пожалуйста, рассмотрите возможность вернуть более заметную пометку в списке чатов.

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    Forum|Forum|1 month ago
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    AngelaCNew Participant

    Priority Level Icons – Design FeedbackSubmitted

    The new priority level icons are unclear and can be misleading. I'd suggest either reverting to the previous design, or, at minimum, adding color coding to each priority level alongside a clearer icon to improve visibility and understanding.

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    Forum|Forum|1 month ago
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    Ana LopezNew Participant

    Ability to bulk snooze ticketsSubmitted

    I want to submit a feature request on the ability to bulk snooze tickets. There is a way to bulk close and reassign but not snooze 

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    Forum|Forum|1 month ago
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    Alexander ThelenNew Participant

    Add the newly introduced prio to the portal viewSubmitted

    Hi,with the newly introduced prio feature, it would be super helpful if that prio can be made visible to the customers in the portals ticket overview.  Thanks

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    Forum|Forum|1 month ago
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    HanaNew Participant

    Feature Request: Allow changing the display color for "Change priority" in the chat window.Submitted

    Although the levels are indicated, everything is black, making it difficult to distinguish between them.I request that the level indicators or the entire black elements be changed to a more conspicuous color.

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    Forum|Forum|1 month ago
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    Julian BurkeNew Participant

    Feature Request: In-App "Missed Call" Banner for AgentsSubmitted

    Requesting a real-time, dismissible in-app notification banner in the Intercom Inbox that alerts an agent immediately after they miss an incoming phone call.The ProblemThere is a visibility gap between agent perception and backend reporting:Admin Data: Analytics show a high volume of "Missed Calls" for agents across the board. Agent Experience: Agents report that calls are not delivering or ringing in their browser.Without an immediate visual indicator, agents have no idea a call was attempted. This makes it impossible to determine if the issue is behavioral (agent away from desk) or a technical bug (Intercom failing to render the incoming call UI).Proposed SolutionImplement a prominent top-of-screen banner triggered immediately when a call goes unanswered by an agent.Suggested Copy: > You missed a call from [caller name] at [Time]. If you didn't see the ring invite, please check your network or status. Action Items: Include an "X" to dismiss and a quick link to the missed call's conversation log for an easy callback.Value & ImpactBug Isolation: Allows agents to instantly identify if they are experiencing a silent system bug (seeing the banner without ever getting a ring invite), providing exact timestamps and caller reference for engineering. Self-Management: Empowers agents to audit their own availability and hardware settings in real-time. Better CX: Reduces abandoned calls and speeds up customer callbacks.

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    Forum|Forum|1 month ago
    Christian S12
    Christian S12Connector

    Make Fin AI Summary Note Accessible as a Native Conversation Attribute in Workflows and Data ConnectorsSubmitted

    When Fin closes a conversation and generates an AI summary note, that summary is not stored in any accessible conversation attribute. As a result, it cannot be passed into workflows or data connectors natively, even though the summary is visibly present on the conversation record.The current workaround requires building a custom service that calls GET /conversations/{id}, parses the conversation_parts array, filters for note type entries, and then maps the content back into a custom attribute via a data connector. This is a significant implementation lift for what should be straightforward automation.The intent seems clear: the AI summary exists, it has value, and customers want to route it to other tools like Slack, CRMs, or internal systems as part of a post-close workflow. Right now there is no supported way to do that without custom engineering.Request: Expose the Fin AI summary note as a native, referenceable conversation attribute so it can be used directly in workflow steps and data connectors without requiring a custom API integration.

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    Forum|Forum|1 month ago
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    Stacie KellyNew Participant

    Ability to export Folders of MacrosSubmitted

    It would be great to be able to export macros by folder so that a manual filtering of the CSV won’t be necessary.  We have about 30 internal team inboxes and most of them have individual macros.  It would be great to be able to export by folder instead of the entire list to break up and distribute manually.

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    Forum|Forum|1 month ago
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    Juan MorenoNew Participant

    Use Review Scores and Comments (Monitors) to Train AI AgentSubmitted

    We'd like reviewed conversations (in Monitors) actually feed back into the AI agent's training.Right now review scores and reviewer comments just sit in the record with no way to use them to improve the AI agent's future responses other than updating our content (which is a manual process).The review data, the score AND the comments should be used as a training signal so the AI agent gets better based on real feedback from our team instead of having us manually update our content and snippets, which is very time-consuming. Comments are an important part because they could tell the model what’s wrong. Most of Fin’s mistakes are small but impacful nuances that don’t require an article or snippet update of its own.There should be a way to directly tell the model what it got wrong and what should have said instead during the review process rather than having our team update our content.

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    Forum|Forum|1 month ago
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    Ben WillisNew Participant

    Ability to remove the time to complete for checklistsSubmitted

    Some tasks can take hours or days dependent on our customer size but are essential steps. With the time to complete showing, it could be off-putting to the customer who may not start the checklist as it says it will take too long 

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    Forum|Forum|1 month ago
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    Yui NishizawaNew Participant

    Hide the horizontal scrollbar when a table fits within the available widthSubmitted

    説明シンプルな1列1行の表で「表の挿入」機能を使用すると、内容が利用可能なスペース内に収まるにもかかわらず、水平スクロールバーが表示されます。これはヘルプセンターの記事に不要な視覚的ノイズを生み出し、読者に横スクロールが必要な追加コンテンツがあると誤解させる可能性があります。 現在の動作内容がほとんど含まれていないシンプルな1×1の表の場合、水平スクロールバーが表示されます。 スクロールバーを非表示にするオプションはありません。期待される動作テーブルが利用可能な表示幅内に収まる場合は、水平スクロールバーは表示されるべきではありません。 あるいは、水平スクロールを必要としないテーブルについては、スクロールバーを無効にするオプションを提供する。これが重要な理由ヘルプセンター記事の視覚的な表示を改善します。 不要なUI要素や注意散漫となる要素を削減します。 ユーザーがスクロールが必要な隠しコンテンツがあると誤解するのを防ぎます。例：数語しか含まれていない1列1行の表でも、表をスクロールする必要がないにもかかわらず、水平スクロールバーが表示されます。 

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    Forum|Forum|1 month ago
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    Intercom Team
    Ebenezer.LaleyeIntercom Team

    Ability to delete a pending draft of a published article and keep the published articleSubmitted

    A pending draft may be removed when the unpublished edits are outdated, no longer approved, or were saved by mistake, while the live article should remain unchanged.This helps keep the published version as the clear source of truth and avoids confusion from unused draft content sitting in Knowledge/version history.

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    Intercom Team
    Forum|Forum|1 month ago
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    ArmandNew Participant

    Prevent users from reaching human supportSubmitted

    In FIN, "always offer human support" is currently a default setting that cannot be disabled or preventend.However, for certain customer segments (audiences), we have agreements in place where these users should be directed to their own administrator first, rather than to our human support team, if FIN can't resolve their issue.We'd like to request a feature to support this flow. Ideally, it would work like this:FIN attempts to answer the customer's question using our knowledge base, snippets, and past conversations. If the customer indicates the answer isn't helpful, they're given the chance to rephrase their question. If FIN still can't provide a satisfactory answer, instead of offering human support, the customer should be directed to their own administrator.

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

    Add internal notes or linked resources to Help Center articlesSubmitted

    It would be really useful to have the option to add internal notes to Help Center articles, similar to how notes can be added to conversations or users in Intercom.Our use case is that we often have an external Help Center article that is published for customers, but we also maintain a related internal article with more detailed support context. This internal article may include caveats, known limitations, bugs, edge cases, QA guidance, or answers to questions that may come up internally but should not be public in the Help Center.Ideally, we would like to be able to add an internal note directly on the external article, for example linking to the related internal article. This would make it much easier for support reps and content owners to quickly find the internal context when reviewing, updating, or troubleshooting around that article.Keeping the internal and external articles in the same folder does not fully solve this use case, since the relationship is not about folder structure. It is about having a clear one-to-one connection between the public-facing article and the internal support material behind it.A simple internal notes field, or even just the ability to add linked internal resources to an article, would be a very helpful addition for teams that manage both public documentation and internal support guidance in Intercom.

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    Daniel Rönnberg
    Forum|Forum|1 month ago
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    Ate FokkingaNew Participant

    Rich formatting for conversations and ticketsSubmitted

    A lot of our conversations and tickets are run through email instead of the widget. It would be really helpful if we had rich formatting options(and a larger text input area) for these cases where we’re dealing with high complexity questions from our customers. This “community” tool supports a lot more formatting than your standard workflow.

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    Forum|Forum|1 month ago
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    cwalsh-topstepNew Participant

    "Expand all" option for toggles in help center articlesSubmitted

    We have gotten feedback from our customers that the toggle for FAQs can be frustrating, but we do not want to remove them because then the articles would be too long. An “expand all” option would be very helpful. 

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    Forum|Forum|1 month ago
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    Maria GardetteNew Participant

    Add a “next step / action” field at the end of Monitors QA reviews.Submitted

    Description:During QA reviews in Monitors, reviewers often identify improvements needed after evaluating a conversation. Today there’s no structured way to capture follow‑up actions.Request: introduce a dedicated action / to‑do step at the end of the QA review where reviewers can define the next step (e.g., coaching, training, process update, content change). This would help teams track improvement tasks directly from the QA workflow instead of relying on notes or external tools.

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    Forum|Forum|1 month ago
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    Jack ChandlerNew Participant

    Add a Select All option when adding Macros to a Macro FolderSubmitted

    When adding macros to a new folder, if you’ve got a lot of them for any given department (e.g. 100+) manually clicking the check box for each one in the list is a pain. Clicking ‘Select all’ from the results page you’re given, would be a great QOL option.

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    Forum|Forum|1 month ago
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    Alissa BazsaliNew Participant

    Customize wording of reply notification emailSubmitted

    We’d like to be able to customize the wording of the email that is sent to notify customers when we reply to their conversation. I don’t mean we want each email to be unique, I mean we’d like to use our own template rather than the one provided by Intercom. Currently you can customize your signature, but not the content.

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    Forum|Forum|1 month ago
    tommynor
    tommynorNew Participant

    Prevent transfers to customer contactsSubmitted

    We would love the ability to disable call transfers to customer contacts, as this would significantly reduce the risk of accidentally transferring a customer to another customer.Teams need to transfer calls to internal departments, contacts that are not customers and do not use Intercom. A separate directory for internal contacts would help solve this.As an additional safeguard, a confirmation step could be displayed before completing a transfer, such as:"Are you sure you want to transfer [customer] to [contact]?"This would help prevent mistakes and improve call handling security.

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    tommynor
    Forum|Forum|1 month ago
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    ElinNew Participant

    Want to track # errands that have been snoozed per agentSubmitted

    Today I can only see the current state but I want to see the amount for the past month or week for example. I would also like to see the different types of snoozed conversations

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    Forum|Forum|1 month ago
    tommynor
    tommynorNew Participant

    Better Time Awareness in FinSubmitted

    We’d love to see Fin gain a stronger understanding of time and business hours.For us, it’s important that Fin knows when our support team is open and when we’re closed. Today, after business hours, a customer can go through the following experience:Fin is unable to resolve the issue. Fin offers to escalate the conversation to a human support agent. The customer is then met with a workflow message explaining that we are closed.This creates a confusing and somewhat messy customer experience. Ideally, Fin should be aware of our opening hours and adjust its behavior accordingly. For example, when we’re closed, Fin could avoid offering immediate escalation and instead clearly explain when human support will be available again.

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    tommynor
    Forum|Forum|1 month ago
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    MasatoNew Participant

    Feature Request: Add an option to set the "Enter" key to insert a new line instead of sending a messageSubmitted

    Hi Intercom team, I would like to request a feature that allows users to customize the behavior of the "Enter" key in the Messenger widget. Currently, pressing "Enter" automatically sends the message, and users must use "Shift + Enter" for a line break. Please add a toggle or setting (e.g., a checkbox saying "Press Enter to send") that lets users choose to use the "Enter" key for a simple line break. If disabled, messages would only be sent by clicking the "Send" button or pressing "Ctrl/Cmd or Shift + Enter". Many users prefer to draft multi-line messages to organize their thoughts before sending. The current "Enter to send" default often leads to accidental or fragmented messages being sent prematurely. Giving users the flexibility to choose "Enter for new line" would greatly improve the chat experience and reduce friction. Thank you for your consideration.

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    Forum|Forum|1 month ago
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    GlendaNew Participant

    Conversation tracking details - 'closed by'Submitted

    What you want: a “closed by” field (workflow vs teammate) Why it matters: to track abandoned workflows vs manual closes Where you’d use it: reporting, filtering, and monitoring Example: “Report on conversations closed by workflows vs teammates”

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    Forum|Forum|1 month ago
    Trevor
    Innovator ✨
    TrevorInnovator ✨

    Knowledge Hub Saved ViewsSubmitted

    The old knowledge hub had saved views for article management. Intercom lost this feature with the new knowledge hub, and I desperately need it. I can’t train my entire company how to use filters in knowledge hub, and expect them to re-input filters every time they need to see certain articles/statuses. It’s way too cumbersome. Please bring back saved views for Knowledge!!! PLEASE! 

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    Trevor
    Innovator ✨
    Forum|Forum|1 month ago

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