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    3157 Ideas

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    Webbas teamNew Participant

    Feature Request: Stable Article URLs and Redirect SystemSubmitted

    Currently, when we edit article titles in the help center, the URL automatically updates to match the new title. This breaks all existing links to that article across our ecosystem, including:Article cross-references External website academy links to our articles in helpcenter Email automation sequences directing to articles in helpcenter Any other systems linking to our help centerRequested Solution:URL Persistence: Keep article URLs stable when titles are edited, similar to how website platforms handle page URLs Manual URL Control: Allow manual editing of article URLs when needed Redirect System: Automatically redirect old URLs to new ones when URLs are manually changedBusiness Impact:For organizations with extensive linking systems (cross-references, external websites, email automations), title changes create significant maintenance overhead. We make regular title updates for clarifications, spelling corrections, and content improvements as our platform evolves, making this a frequent pain point.Current Workaround:None available - we must manually track and update all links across multiple systems whenever we edit article titles.

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    Forum|Forum|2 months ago
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    Shira RayevNew Participant

    Custom “Snooze to tomorrow” timesSubmitted

    Currently, “Snooze to tomorrow” is a fixed option to 9:00.I would like to suggest making this a custom field, meaning that as a company we can decide that “Snooze to tomorrow” will be set to 10:00 for example.(Same for other fixed snooze times)This will really speed up our process of having to use the “Custom” button every time. 

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    Forum|Forum|2 months ago
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    Molly ONew Participant

    Customize snooze buttons and timing.Submitted

    I want to be able to customize my snooze timings. For example, for the “tomorrow” snooze, I want to be able to snooze it till 10 a.m., not 9 a.m., because I start work at 10 a.m. Same with end of the day. I just want to be able to customize that so it works best with my work schedule. I don't have to take a few extra steps to press custom, choose the date, and then scroll and choose the time. With handling lots of chats per day, this will inevitably add a lot more time to my flow.

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    Forum|Forum|2 months ago
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    Justin McCallNew Participant

    Restore Tab-key quick greeting in InboxSubmitted

    Previously, when a new conversation opened, I could press Tab to quickly insert a greeting like “Hello!” and start replying faster. This shortcut is no longer appearing in my Inbox.I’d like this behavior restored so teammates can quickly send a greeting using the Tab key when a new conversation opens.You can paste that directly into the Share an idea form on the wishlist. Once posted, others can upvote it and you’ll get updates if the status changes.

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    Forum|Forum|2 months ago
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    Valentyn HNew Participant

    Ability to add same Slack workspace to multiple Intercom WorkspacesIn Beta

    In our setup we use five Intercom workspaces and one Slack workspace, so it’s critical to be able to add the same Slack workspace to multiple Intercom Workspaces in this setup.

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    Forum|Forum|2 months ago
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    CoryNew Participant

    SLAReleased

    Provide the ability to edit SLA’s instead of archiving and creating a new one.

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    Forum|Forum|2 months ago
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    DebraNew Participant

    Ability for Fin to access context from recent conversations with the same customerSubmitted

    I'd love to see Fin gain access to relevant context from a customer's recent conversations, whether those conversations were with Fin itself or with a human teammate.Today, if a customer refers to something that happened in a previous conversation, Fin doesn't appear to take that context into account and instead relies primarily on the knowledge base. While this makes sense in many situations, there are cases where recent conversation history is critical to providing the right response.For example, a customer might say, "I already tried that troubleshooting step yesterday," or "Your teammate told me to come back if this didn't work." Without access to that context, Fin may repeat the same troubleshooting steps or miss important signals that the issue should be escalated.Having visibility into recent, relevant conversations would help Fin provide more personalized and accurate support, reduce repetitive interactions, and make better decisions about when to continue troubleshooting versus when to route the customer to a human teammate.Ideally, this could be configurable, allowing teams to define how much conversation history Fin can access and over what timeframe.

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    Forum|Forum|2 months ago
    Karim Shalapy
    Karim ShalapyNew Participant

    React Native SDK error logging needs proper Error codesSubmitted

    Here are some failure points.Network error A race condition currently happens in my app where a logout runs while a login is in-flight If SDK is stuck in failed registration and I try to log in a user Generic errorGeneric errors are errors that might have different reasons that I don't know about yet.All of these give me "[HTTP - 1] Something went wrong" on android and "Error in <METHOD_NAME>" on iOSThis is problematic since I can't segregate the errors and I can't find out why each one happens except for checking each user session and find out why this was thrown manually.I would rather having error codes for different failures, and the failures I mean here are not the ones I said only, the engineers will know best what are all the failure points and create an error code for each.

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    Karim Shalapy
    Forum|Forum|2 months ago
    Karim Shalapy
    Karim ShalapyNew Participant

    React Native SDK unidentified contacts should be leads not usersSubmitted

    Currently on the mobile SDK whenever we call `loginUnidentifiedUser` it creates an unidentified user in the Intercom dashboard.This makes it so annoying to actually handle filtering between unidentified and identified users (we use “Is Mobile Unidentified” flag), it causes a problem in merging contacts when they become identified so they lose their other conversations, and the proposed solution by the team results in a ton a of orphan unidentified users…Here's a question another user asked about

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    Karim Shalapy
    Forum|Forum|2 months ago
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    DominickNew Participant

    Tab name showing "updates/fin replies`" should be configurableSubmitted

    With AI becoming more of an every day focus for my company, we are using tools that reference open tabs on our browser to be able to access content. If I reference a tab name I have a 50/50 shot that Intercom will either display the correct conversation title of what is actually on the tab, or it showing some update or reply from a Fin chat I have open. Example screenshot of the same tab ~4 seconds apart:This should be something that is configurable in settings to keep the tab name as a single, static name. The only way to stop this behavior is to manually rename the tab. Please consider adding a feature that allows the end user to enable/disable this behavior.

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    Forum|Forum|2 months ago
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    Chris AnnicellaConnector

    Audience-aware links between articles — route readers to the version for their audienceSubmitted

    The problem in one line: Audience targeting and article cross-linking are both core Help Center features — but they break each other, and in the Messenger the result is that customers are pushed to a sign-in wall and end up contacting support, which is the exact opposite of what a Help Center is for.How our Help Center is set up:We plan to use audience targeting to serve different versions of the same content to different customer types. For example, we will have two articles:• "Customer Center - SIM" — shown only to our SIM audience• "Customer Center - TM" — shown to all other customersThese are separate articles with different IDs — Intercom has no way to know they're two versions of the same topic. This won't be a one-off: we plan to have other audience-split article pairs across the knowledge base, and the number will grow every time we tailor content for a new audience.The blocker we hit:In testing this setup, we found that cross-linking breaks it. A third article, shown to everyone, links to "Customer Center - TM." That single link works for most customers but is broken for the entire SIM audience — the SIM customer can't see the TM article, and there's no way to point them to the SIM version instead. We can only link to one fixed article ID.Why it's especially bad in the Messenger (where most of our customers read):• Normally, clicking an article link in the Messenger opens that article inline, right inside the conversation — smooth and in-context.• A customer who IS in the linked article's audience gets exactly that.• A customer who is NOT in that audience gets kicked OUT of the Messenger to a web page telling them they're not part of the audience and must sign in to view the article.So a customer using our Help Center exactly as intended — reading an article, clicking a relevant link — is suddenly bounced to what looks like an access-denied / login wall, for content they were never supposed to see, when a perfectly good version written specifically for them already exists. The customer did nothing wrong. The audience targeting created the problem.The consequence (this is the part that matters most):The customer's only path forward from that sign-in wall is to contact support. So audience targeting ends up generating support conversations — the precise outcome a self-service Help Center exists to prevent. Every audience-split article we link to becomes a potential support ticket for everyone outside that audience. The more we invest in tailoring content by audience, the more support volume we create. The feature works against its own purpose.This is also why we can't move forward with audience targeting the way we'd planned: adopting it more widely would mean knowingly creating these dead-ends across the knowledge base. The gap is effectively capping how much we can use a feature we want to use more.A question for Intercom: does this also affect Fin and other surfaces? If audience-restricted articles behave this way when linked, the same wall could likely appear anywhere Intercom surfaces that article — Fin citing it in an answer, suggested articles, or search results — for a user outside the audience. We haven't fully tested this, but if so, the impact is far wider than manual cross-links and would directly undercut Fin's resolution rate. Worth investigating on your side.The request: Audience-aware article links — a single link that resolves to the correct article for the reader's audience and opens inline in the Messenger like any other article link. Possible approaches:1. Article groups / variants — designate "Customer Center - SIM" and "Customer Center - TM" as audience variants of one logical article, then link to the group; Intercom serves and opens whichever variant matches the reader.2. Audience-conditional links — map a link per audience when inserting it (SIM → SIM article, everyone else → TM article).3. At absolute minimum — stop ejecting Messenger users to a sign-in wall. If a linked article isn't available to the reader, fail gracefully inside the Messenger (hide the link, or route to the parent collection) rather than throwing an access/sign-in page that dead-ends into a support contact.Why it matters: This isn't a cosmetic gap. It turns two of the Help Center's core features into a source of customer confusion and avoidable support volume — and it's currently blocking us from adopting audience targeting the way it's meant to be used. Thanks for considering!

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    Forum|Forum|2 months ago
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    Arunkumar KumaresanNew Participant

    Incremental Website Sync: Sync New or Updated URLs Without Full Re-crawlSubmitted

    Currently, website source re-sync requires a full crawl of the entire website, even when only a single new page or a small number of URLs have been added or updated.For organizations with large knowledge bases, this can be inefficient and time-consuming. In our case, we have thousands of indexed articles, and triggering a full re-sync just to make one new page available to Fin is not practical.It would be valuable to support one or more of the following capabilities:• Sync a specific URL or a set of URLs on demand• Incremental sync that only processes new or modified pages since the last crawl• Ability to submit a URL or a set of URLs for immediate indexing without triggering a full website re-syncBenefits:• Faster availability of new content in Fin• Reduced crawl time and resource consumption• Better experience for teams managing large documentation sites• Improved agility for time-sensitive content updatesThis would significantly improve knowledge management workflows for customers with large and frequently updated websites. 

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    Forum|Forum|2 months ago
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    Lindsay McEwanNew Participant

    On Hold Timer: Show timer counting how long call has been on holdSubmitted

    QA Metrics typically track how long a call was on hold for - we like to train our agents to stay under a certain threshold. Our previous phone provider had a timer that counted how long the the call had been on hold once the hold button was pressed. This helps the agents stay accountable when tracking how long they’ve left customer’s on hold. We would love to see this feature land on the roadmap soon. 

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    Forum|Forum|2 months ago
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    TroyHNew Participant

    Show elapsed time in user statusSubmitted

    Currently, when an agent sets their status (e.g., Available, Away, Break), there’s no indicator showing how long they’ve been in that status. This makes it difficult to know if someone has been stuck in the wrong status for a prolonged period of time, or to track how long a break or other status has lasted.A simple elapsed timer (e.g., “In Break – 27 mins”) or even just a visible timestamp of when the status was set would make it much easier to self-manage time and correct mistakes without relying on external tools.This would be especially useful for: Preventing extended time spent in the wrong status. Tracking personal break or away times at a glance. Improving accountability and efficiency without adding third-party trackers.  

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    Forum|Forum|2 months ago
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    tea.vucicNew Participant

    Feature Request: Add "Next Page" Option for Help Center Search ResultsSubmitted

    CurrentThe Help Center search currently displays the 10 most relevant results based on keyword ranking (title > description > body). This setup limits users to viewing only a small portion of matching articles, even if there are more relevant results available. PropositionIntroduce a "Next Page" button or pagination feature in the Help Center search to allow users to browse additional results when more than 10 articles match their query.Here’s what could be gained:Improved Discoverability: Users can access all relevant articles, especially when their search terms generate many matches. Better User Experience: Prevents frustration caused by incomplete search results or the need to refine searches unnecessarily. Better Article Visibility: Ensures that smaller but still relevant articles remain accessible, even if they're ranked lower.

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    Forum|Forum|2 months ago
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    pmclean034New Participant

    E-Commerce for Other E-Commerce SitesSubmitted

    We currently use Fin Service for our e-commerce site, and it handles our 2,000+ SKU catalog well. That said, Fin for E-Commerce looks far more capable than Service when it comes to actually selling products. The catch is that we run on Magento, not Shopify, so E-Commerce isn't available to us. I'd love to see E-Commerce support extended to platforms beyond Shopify.

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    Forum|Forum|2 months ago
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    Nicol CastilloNew Participant

    Visible active countdownSubmitted

    For me great tool would be if somewhere in the inbox or in profile section visible how much time remains of the required time to be active. I could be additional option below the toggle “Away mode” it could allow you to set a goal (time) for which you should be active.I know where to find the values now, but it would be easier if they could be more handy and did not require me to open new tab or step away from my chats.

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    Forum|Forum|2 months ago
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    Lane DyeNew Participant

    Create and Route Tickets Based on Customer Survey ResponsesSubmitted

    We send Surveys to customers through Intercom and want agents to proactively follow up with respondents who submit low scores. Current Behavior:There is no way to create or route a ticket based on a customer's survey response, preventing teams from acting on survey feedback through a structured follow-up workflow. Desired Behavior:We want the ability (via a workflow) to automatically create tickets triggered by customer survey responses, which can then be routed to a designated team inbox for agent follow-up. 

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    Forum|Forum|2 months ago
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    Lane DyeNew Participant

    Workflow Action to Create a Ticket from an Outbound EmailSubmitted

    We want the ability to trigger a workflow that creates a ticket from an outbound email, so follow-up responsibility can be routed to a specific team inbox — regardless of whether the contact replies.Current Behavior:Workflows cannot create a ticket from an outbound email. Routing follow-up to a team inbox is only possible once a contact responds.Desired Behavior:A workflow action should be available to create a ticket at the time an outbound email is sent. That ticket should be routable to a designated team inbox, enabling proactive follow-up without dependency on a customer reply.

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    Forum|Forum|2 months ago
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    Lane DyeNew Participant

    Assign outbound conversation to a team/route outbound emails to a Team Inbox without a customer replying firstSubmitted

    Feature Request: Surface Outbound Emails in Team Inbox for Agent Follow-UpSummaryWe want all outbound emails sent via Intercom to automatically appear in the Team Inbox as conversation records, regardless of whether the contact replies — so agents can be assigned to follow up individually.Current BehaviorOutbound emails sent to a contact segment only appear in the Team Inbox as a conversation record if the contact replies. Emails with no reply are not surfaced for agent action.Desired BehaviorEvery outbound email sent to a contact segment should generate a conversation record in the Team Inbox. These records should be assignable via round-robin, enabling agents to proactively follow up with contacts on a 1:1 basis. 

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    Forum|Forum|2 months ago
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    Arunkumar KumaresanNew Participant

    Incremental / URL-Level Sync for Website SourcesSubmitted

    ProblemFor website-based knowledge sources, the current Re-sync operation performs a full crawl of the entire website.In large deployments, this can involve thousands of pages. In our case, the source contains approximately 3,600 articles. When a single new article is published, there is currently no way to make only that article available to Fin immediately without triggering a full website crawl.Requested CapabilityProvide a way to selectively sync website content instead of requiring a full re-crawl.Possible options:Sync a single URL on demand. Sync a selected set of URLs. Incremental sync that discovers only new or modified pages since the previous crawl.BenefitsFaster Content AvailabilityNewly published articles can become available to Fin immediately without waiting for the next scheduled crawl.Reduced Processing TimeAvoid re-processing thousands of unchanged pages when only one or two pages have changed.Lower Resource ConsumptionReduces crawler workload, indexing time, and system resource usage for both customers and Intercom.Better Operational EfficiencyAllows support teams and knowledge managers to quickly publish urgent content updates and make them available to Fin.Example Use CaseA website source contains 3,600+ articles.A new troubleshooting article is published for an ongoing customer issue.The administrator wants Fin to learn only that newly published page immediately, rather than initiating a full crawl of all 3,600 articles.Current WorkaroundsWait for the weekly automatic website sync. Create a temporary Knowledge Hub Snippet. Trigger a full website re-sync.None of these provide true URL-level synchronization.Expected OutcomeAllow administrators to selectively re-index specific pages or run incremental website syncs so that newly published content can be made available to Fin quickly and efficiently.

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    Forum|Forum|2 months ago
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    Gemma GWConnector

    Side Conversation Delivery Status and Failure NotificationsSubmitted

    Side Conversation Delivery Status and Failure NotificationsOur organization uses Side Conversations extensively to engage external teams, vendors, and partners. We have actively encouraged our users to stop emailing individuals directly from customer conversation threads and instead use Side Conversations as the standard workflow for involving external stakeholders. (Before teams were remove participants, deleting conversation thread, sending a message, then readding participants..)In customer conversations, Intercom provides visibility/error when an email cannot be delivered. However, Side Conversations do not provide any delivery feedback.Today, if a Side Conversation email fails to reach the recipient, there is no notification to the sender, no visible delivery status, and no indication that follow-up may be required (apart from checking whether a message is marked as "Seen" to confirm delivery.) While this can confirm that a recipient has opened a message, it does not solve the primary problem: There is no confirmation that an email was successfully delivered. There is no visibility into delivery failures. Users may assume an external team has received a request when they have not. Critical customer issues can be delayed because senders are unaware of delivery problems.  Requested EnhancementIntroduce delivery and failure visibility for Side Conversations similar to customer conversation emails, including: Delivered status Failed delivery status/Delivery error details where available Optional notifications to the Side Conversation creator or assignee when delivery fails  

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    Forum|Forum|2 months ago
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    Georg Ferdinand NilsenNew Participant

    Snooze: Later today + close chat if no responseSubmitted

    really simple actuallyown snooze option: Later today + close chat if no response or Later today + close chat if no response (+ send macro ____) more functional often you ask a question to a customer where you are unsure if they are going to answer or not.in our worklow we snooze conversations quick to have the inbox clean, and when they re-amerge we close them since they has not answered in 3 hours. then we send a “close chat” macro, that says that we are going to close the chat, but they can reach out if they are wondering about something

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    Forum|Forum|2 months ago
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    Marie GouilliardNew Participant

    What if you gave Fin context on what the user was doing in the product before they ask for help?Submitted

    I think we can all come to an agreement that it would be great if Fin knew where and what you had just been doing in the product before you ask for help. It could better clarify your needs, no need to re-explain where you’re stuck or what you’re looking for.Adding this context is such a no-brainer and no one is doing it.

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    Forum|Forum|2 months ago
    Bobbie King
    Bobbie KingNew Participant

    Allow article reactions to be disabled in Messenger and Mobile SDKSubmitted

    Our users primarily consume Help Center articles on mobile devices. The “Did this answer your question?” section takes up a significant amount of screen space and includes substantial whitespace, reducing the amount of article content visible to users.We would like the ability to:Disable article reactions entirely. Hide reactions until the user reaches the end of the article. Minimize the reaction UI on mobile.For mobile workflows, screen real estate is limited and article content is more valuable than feedback controls. This limitation is preventing us from adopting Intercom Articles in our mobile application.

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    Bobbie King
    Forum|Forum|2 months ago

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