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

    3479 Ideas

    Back to top of the list
    Ivan HavrylinNew Participant

    Show notifications for agent in Intercom, when user tried to send too big file via Telegram channelSubmitted

    Show notifications for the agent in Intercom when a user tries to send a too-big file via the Telegram channel.Right now, Intercom simply ignores such an attempt, and the agent has no idea that the user tried to send anything. This is absolutely inconvenient and makes proper support absolutely impossible in such cases. The user waits for an answer- the agent has no idea that he has to answer anything. 

    0
    1 month ago
    Amanda SadisNew Participant

    csat wording requestSubmitted

    Is there a way to edit the csat trigger rating email to say “Please rate client experience specialist amanda” so that the client knows to rate a human and not fin? 

    0
    1 month ago
    Melissa MontesNew Participant

    Approval Workflow and Sign-Off CapabilitySubmitted

    Add configurable approval workflows for all knowledge base content types, including public articles, internal articles, and snippets, enabling designated reviewers to formally review, approve, and sign off on content before publication or updates become visible to end users.

    0
    1 month ago
    Luke Michelson
    Luke MichelsonNew Participant

    Ability to tag tickets in workflowsSubmitted

    Please add the ability to tag tickets within workflows. This will help automate more workflows without the need to manually tag or use the API. 

    1
    Innovator ✨
    1 month ago
    Hannes CorbettNew Participant

    Report FiltersSubmitted

    Currently when filtering by tag in the report it just allows to use the following:is unknown has any value is “selected” is not “selected” What I would want would be the possibility to choosestarts with “selected” contains “selected” ends with “selected” doesn’t contain “selected”This would allow for a much more flexible report structure where things such as tags can be more widely used.As I could of course add all the different tags in there, but that means I need to go into each report to add on to that filter each time I add a new tag that should be included. if I could do contains “selected” as soon as I create a new tag I it will show up as long as I follow the same principle. And the only things if need be would be to add it into the workflow that’s going to use it or allow for my agents to add it onto a conversation.I’ve seen those selections other where in the system so should be a quick fix but make the reporting more flexible.Not sure if this is by design or a miss in configuration of the system. Thanks! 

    0
    1 month ago
    Annie VenierNew Participant

    Activity log showing work done, not just status changesSubmitted

    I would like to be able to see a time stamped list of actions my agents have taken beyond the available activity log that just shows status changes. Ideally, I would like to be able to see time stamps of things like when they reply to a conversation, make a note, assign a conversation to themselves, etc. The goal would be able to see large gaps in productivity. Is it incredibly hard (unless I am missing something) to see how long an agent sits between doing work. Theoretically an agent can sit for an hour and then be incredibly productive for the next hour and their overall KPIs wouldn’t show that sat for an hour. I know the dashboard show real time, but I cannot go into the past with that 

    1
    1 month ago
    Cris TorresNew Participant

    Show call and conversation (ex answered, closed) activities in activity logSubmitted

    I t would be very helpful to be able to see conversation and call activity logs in the activity logs tool. So, for example, if I want to make sure X agent dealt with a specific task at a specific hour I can check. Or see how many emails he dealt with a specific hour

    0
    1 month ago
    Mirko DassNew Participant

    Additional text for the rating featureSubmitted

    I have another feature request. So far, we’ve been working primarily with email inquiries. When the review is sent, only the box with the 5 smileys is displayed (rating). It would be great if we could add some additional text here. Currently, the customer just sees the smileys without any reference to which ticket, etc.—that comes across as unprofessional. We did add some text in the workflow, but it isn’t being displayed.Thanks

    0
    1 month ago
    Cristina UsaiNew Participant

    Feedback on Custom Object dataSubmitted

    Once a custom attribute (Custom Object data) is created, it is added to the side panel of a conversation under Conversation Attributes. In our case, this list is becoming long as we use this feature for our automations. There’s no way currently to customise a view and remove what is not relevant to one’s view. Please add a feature to pin/unpin, same as classic conversation attributes. 

    0
    1 month ago
    Jonas NielsenNew Participant

    Formatting options / menu in HelpdeskSubmitted

    I would love some more formatting options in Helpdesk, when replying to emails, and conversations if possible. Ideas for options would be:  Bullet list Numbered list Quotations (Indent text / separating it from the rest - similar to code block, but formatted for reading) Buttons for Bold, Italic and UnderlineI understand that there might be an issue using this with the chat function, but at least for responding via Emails, this would be lovely. Thanks!

    6
    2 months ago
    Briana M.New Participant

    New activity indicator | TicketsSubmitted

    Teammates fine new activity on Tickets difficult to identify in the InboxWhen a ticket receives a new response or update, the primary visual indicator is bold text.This is too subtle for teammates to reliably identify which tickets have new activity. As a result, teammares repeatedly review tickets to determine whether customers or internal teams have responded.Requested enhancements:When a conversation is converted to a Customer Ticket, have the conversation file into the ticket's current state rather than remaining indefinitely in the generic Open inbox. Provide a prominent unread/new-activity indicator when a customer or internal team responds, rather than relying primarily on bold text. ​​​​​​​Context: Our business workflow is specifically designed to limit the use of snoozing, particularly once a conversation has been converted into a Customer Ticket. We use Customer Tickets to track long-standing or ongoing work that may remain active across an extended period and move through multiple ticket states.

    0
    2 months ago
    Simon_AndrewNew Participant

    Simple customer data expore for DSARSubmitted

    When a customer submits a SAR/DSAR (Data Subject Access Request), some platforms offer a simple ‘export all data’ option which can be accessed on the user profile, meaning you then have all you need for compliance in one simple action.At the moment there are a few ways to gather information but none of these (to my knowledge anyway) seem comprehensive or simple. E.g. the CSV export for conversations we do doesn’t include outbound only messages, just conversations - but what we’ve tried to send them is important too.If there is something I’m missing let me know, but currently I find this area of complying with a customer’s request harder than on other platforms we use.

    0
    2 months ago
    Leandro WenzinNew Participant

    Allow updating the WhatsApp Number attribute via APISubmitted

    We would like to suggest an improvement to the Intercom API that would allow the WhatsApp Number attribute to be updated or cleared programmatically.Our use case comes from the type of service we provide: we are a CRM for real estate agencies, and it is common for a user to move from one company to another.When this happens, the user's WhatsApp number needs to stop being associated with their previous user profile and be associated with their new profile instead.According to Intercom Support, the current workflow requires us to contact Support every time this happens, because the WhatsApp Number attribute cannot be edited or cleared through the UI or API.The current workaround is to: Ask Intercom Support to clear the WhatsApp Number from the old user's profile. Add the number to the new user's Phone attribute. With Identify existing users enabled, Intercom will then match the user's next incoming WhatsApp message to the new profile. This works, but it requires manual intervention from the Intercom Support team for every user who changes companies, which makes the process difficult to scale.Ideally, we would like to be able to clear or update the WhatsApp Number attribute through the API. This would allow us to automate the reassignment process from our own CRM and avoid requiring Support intervention for each individual case.We believe this would be particularly useful for CRM platforms and other systems where users can move between organizations while keeping the same WhatsApp number. Thanks for considering this feedback, and we’d really appreciate it if this could be considered for a future API improvement. Best regards,Leandro

    0
    2 months ago
    ViraNew Participant

    The new "From" header in Inbox chat takes up too much screen spaceSubmitted

    Recently, a new "From" field/line was added at the top of the chat panel with a customer. Unfortunately, this element takes up almost half of the visible screen area in the chat view.While I understand this might have been introduced as part of a design refresh or to improve context visibility, in practice, it significantly hinders daily workflow: Drastically reduced readable area: Agents now have to scroll constantly just to read brief message threads. Slower response times: Managing multiple conversations becomes inefficient when key information and context are pushed out of the viewport. Could you please consider making this header more compact, collapsible, or giving us an option to customize/hide it? 

    2
    2 months ago
    Innovator ✨
    Gerald PradoInnovator ✨

    Allow Fin to embed video in chat and email responses similar to how Fin shares imagesSubmitted

    We would like to give Fin the ability to embed playable video in chat and email responses similar to how Fin shares images. Or in some cases provide a direct link to the video.  Currently if we request information from Fin that could include a video, Fin responds with “here is the video...”, but Fin can only share a link to the article where the video lives.  

    2
    Innovator ✨
    2 months ago
    Denis Lemire
    Denis LemireNew Participant

    Notification Activity Feed with Unread Badge — Show What Triggered My AlertsSubmitted

    ProblemWhen a new conversation arrives, Intercom fires an audio notification and flashes the browser tab — but there's no persistent record of what triggered it. If an agent is mid-task or has multiple tabs open, the alert disappears without a trace. There's no way to go back and find the conversation that caused it.What we'd likeA notification activity feed — accessible from a persistent icon in the Intercom navbar — that logs every event that would have fired an alert (new conversation assigned, reply received, SLA breach, etc.). The icon should display a badge with the count of unseen notifications, similar to how Gmail, Slack, and most modern inboxes handle this.Why it mattersRight now, the only options are: catch the flash in real time, or miss it entirely. Sound-only notification systems without a retrievable log create anxiety and dropped conversations. A badged feed gives agents a reliable fallback: if you hear a beep but can't locate the source, you check the feed.Desired behaviorBell/notification icon in the top nav with an unread count badge Feed shows recent alert-triggering events (assignee change, new reply, SLA warning, etc.) with a link directly to the conversation Clicking an item marks it as seen and clears it from the badge count Optionally: a "mark all as read" action

    0
    Denis Lemire
    2 months ago
    Jaedel LeonNew Participant

    Macro Picker: Add Category Folders (not just keyword search via cmd+K)Submitted

    The problem: Macro search (cmd+K) only works if you already know the macro's name or exact keywords. That falls apart fast when:You don't remember the exact macro name, just the general topic Several macros overlap (e.g. multiple billing responses) and search doesn't help you tell them apart You're new to the team and still learning what macros even existWhat we'd love to see:Folder/category browsing — group macros into folders like Pricing, Billing, Technical Support, Onboarding — so you can browse by topic instead of guessing keywords A dedicated keybind for macros — separate from cmd+K, so inserting a macro is a distinct, discoverable action Cleaner layout — folders surfaced prominently, with macro previews so you're not guessing from the title alone Both, not either — keep keyword search for people who know exactly what they want, add folders for people who don'tWhy it matters:New hires ramp faster — they can explore, not memorize Less time hunting between near-duplicate macros Macro libraries stay usable as they grow instead of turning into a wall of textWe mocked up what this could look like (image attached) — curious whether others have hit this same wall. If this sounds familiar, an upvote or a comment with your own workaround helps get this in front of Intercom's product team. 🙌  

    0
    2 months ago
    Brianna SteadmanNew Participant

    Feedback on Ticket Notification EmailsSubmitted

    Hi Intercom team,We’ve received feedback from one of our customers about the automated ticket reminder emails sent through Intercom. The customer mentioned that it’s difficult to identify which ticket the message refers to—especially when they have multiple open tickets.For example, the email notification simply says something like:“Just checking in, we haven’t heard back from you yet…”However, there’s no clear reference to the specific ticket or conversation thread (e.g., ticket subject, number, or summary). This makes it challenging for users to know which issue the email is about.It would be really helpful if these reminder emails included identifying information such as: The ticket or conversation ID A short subject line or summary of the ticket Or even a direct link to the relevant conversation This would make it much easier for users managing multiple requests to respond correctly and efficiently.Thank you for considering this feedback!  

    7
    2 months ago
    Heli WangNew Participant

    Difficult-to-use search and display functions for TopicsSubmitted

    1. When entering Chinese keywords in the "Topics" input box, the pinyin remains in the box, causing confusion.2. Longer "Topics" are simply enclosed in ellipses. When the mouse hovers over them, no content is displayed. Before the update, they would automatically wrap to the next line and be clearly visible. 

    0
    2 months ago
    MaiNew Participant

    [Feature Request / Bug] Android & iOS SDK: Draft text is lost during back navigation in IntercomSpace.HomeSubmitted

    Description: When using Intercom.client().present(IntercomSpace.Home) on both Android and iOS Mobile SDKs, users experience total loss of input text if they navigate away from an active thread.Steps to Reproduce: Launch Intercom using IntercomSpace.Home. Tap on an existing chat or start a new message under "Contact Support". Type a message into the input field, but do not tap send. Tap the top-left back arrow (←) or hardware back button to return to the Home space. Re-open the same chat or message composer. Expected Behavior: Unsent draft text should be retained in the input composer when the user returns to the thread view.Actual Behavior: The input field is completely cleared, forcing the user to re-type their entire message. This causes high friction, particularly when users navigate away to copy details from other screens in our app.Environment: Platforms: Android & iOS SDKs Method Used: Intercom.client().present(IntercomSpace.Home)

    0
    2 months ago
    Hannah JoyNew Participant

    Delayed Send & Undo Send for EmailsSubmitted

    Feature RequestAdd the ability to configure a short delay before outbound emails are sent, with an Undo Send option available during that window.Similar to what exists in Messenger.Problem / Use CaseCurrently, once an agent sends an email in Intercom, it is sent immediately. This leaves no opportunity to catch a typo, incorrect information, missing attachment, or accidental send after clicking Send.Other CRIM’s (i.e. Kustomer) offer a useful workflow where an agent can send an email as normal, but the message remains in a temporary suspended state for a short period before actually being delivered. During this window, the agent can select Recall/Undo, which returns the email to draft so it can be edited and resent.This provides a simple safety net without adding additional steps to the normal email workflow.Proposed SolutionIntroduce a configurable Send Delay for outbound emails in Intercom.For example, an admin or individual user could configure a delay of 30, 60 or 120 seconds. When an agent sends an email:The email enters a temporary pending/suspended state. The UI displays an Undo Send option and, ideally, the remaining time before the email is sent. If the agent selects Undo, the email returns to draft and can be edited. If no action is taken, the email is automatically sent once the configured delay expires.BenefitThis would reduce accidental or incorrect emails, give agents a chance to catch mistakes immediately after sending, and provide additional confidence when communicating with customers, all without disrupting or slowing down the standard workflow.

    0
    2 months ago
    Nikola MaNew Participant

    Relocate the "Pull Conversation" button to prevent accidental clicksSubmitted

    Issue:The "Pull Conversation" button is currently located directly below the active conversation list. Because of its placement, team members frequently click it by accident when selecting or navigating between chats, disrupting their workflow. Suggested Solution:Move the "Pull Conversation" button to a different position within the interface (such as the top control bar, side panel, or header area) where it won't be triggered accidentally during normal chat navigation.

    0
    2 months ago
    Jim RoweNew Participant

    Audience-restricted articles still appear in Table of Contents and SearchSubmitted

    If I restrict an article, for example, to just my subscribed Users or, if I want to restrict Client-specific information to just a particular Client, the title of the articles still appear in the ToC and Search Results.This is a pretty major information/security leakage.  Just the document title itself may give away proprietary or client-specific information.  The Help Center really ought to be able to completely restrict visibility of an article to its Audience.  The current implementation is pretty insecure and insufficient.

    0
    2 months ago
    Jared PaulsNew Participant

    Sheets Availability for Inbox AppsSubmitted

    For inbox apps canvas is the only available feature to use and is very limited. We have an in house copilot that we would like our agents to use via intercom. Canvas severely limits our options to achieve this.Examples of pain points:Lack of options for text styling. Expects to function in a syncronous fashion which doesn’t work with a copilot (our workaround was support extended the timeouts). The ability to ack the request then load the canvas once ready would’ve been preferred. Can’t do any custom js, everytime the canvas is updated the whole card is replaced and pulls the view to the top. When you are working on a thread with a copilot, getting pulled to the top and having to scroll down every question makes it unusable. 64 KB content limit.

    0
    2 months ago
    Isaiah CroattNew Participant

    Add the ability to forward emails as part of a workflow or procedureSubmitted

    Hello Intercom team! I have a feature request that is probably somewhat unique. We have some external systems that our admin teams will forward emails to that do automated entry of things like purchase orders so that we can easily convert them to sales orders in our enterprise systems (Netsuite in this case). Right now, we have to do this manually for email conversations coming in that have purchase orders attached to them, but this process could be fully automated if we had a way to enable Fin to forward emails as part of a workflow or procedure. Currently there is no way to do this on the platform and as such we cannot automate those conversations.  It would be awesome if email forwarding was added as an action that was available as part of those flows so that we could enable automation of this process! I am sure there are other use cases for this too that would be beneficial to other Intercom users.If you need any further context about our use case, let me know!

    0
    2 months ago
    Show more activity

    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