Product Wishlist | Community

Help Center
Academy
Developer Hub
Partner Hub
Hire an Expert

Create New Topic
Login

🎅 How to prepare your Fin AI Agent for Christmas 🎅

16 days ago

Home
Ideas

Product Wishlist

Share product ideas and upvotes with our product team

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...

2 years ago

35498

Idea Pipeline

Filter by idea status

Browse by category

3479 Ideas

Most replies

Most votes

Newest first

Patrick Payne (he/him/his)New Participant

Merge ConversationsReleased

Hey there, I would really like to be able to merge conversations. is that on the roadmap yet?

2 months ago

Jack BrainardNew Participant

Add in ability to build a workflow off of how many chats a user has previously hadSubmitted

I was hoping to be able to set up a workflow to better identify when we have a first time chatter reach out. Ideally it would be something like; previous chats = 0 if so apply a note to the chat stating that this is a new user chatting in for the first time.

2 months ago

Mor CohenNew Participant

Silence Escalation from Fin to a Human AgentSubmitted

Hey, There are many cases where we use Fin as the AI classifying tool and not necessarily as an agent that should react in the conversation. However, currently there is not an option to “silently” have Fin handover the conversation to a human agent, since Fin is always by default sends an handoff message. I would appreciate if this would be changed and we would be able to control if this message appears or not. Thanks

2 months ago

ArvidNew Participant

Work-Hours-Based Ticket TimeSubmitted

For teams such as second-line support, where tickets are often escalated to other departments, metrics such as Ticket Time to Resolve may not accurately reflect the team’s performance. A significant portion of a ticket’s lifecycle can be spent waiting for another team to investigate or provide a resolution.Because of this, metrics such as Time in Submitted and Time in Progress can be more useful for measuring how efficiently a team handles the work within their own scope. However, these metrics currently include time outside of working hours, making it difficult to use them for accurate performance reporting and goal setting.Having the option to exclude work hours for these types of metrics could be particularly useful for second-line support teams and other teams where tickets are frequently handed over or escalated internally. It would enable more accurate reporting, benchmarking, and performance targets based on the time a team is actually expected to be working on a ticket.

2 months ago

Caitlyn DrybroughNew Participant

Add Ability to Edit Sent MessagesSubmitted

Hi there, It would be a huge advantage to be able to edit sent messages to customers through Intercom Messenger. If a mistake is made, then you have to delete the message which is displayed that it has been deleted to the user, it’s not ideal at all. There are countless times it has been mentioned in our organization that we need the ability to edit the messages and we are surprised it’s not already a feature. Hopefully this is something that can be added. Thank you, Caitlyn

2 months ago

Daniel AcevedoNew Participant

Per-teammate email sender identity and signature settingsSubmitted

We would like more granular control over how individual teammates are presented to customers when sending emails from Intercom.Currently, teammates may need to communicate from different email addresses or inboxes depending on the type of request. For example, a VIP teammate may sometimes send from a dedicated VIP/Loyalty address, while at other times they may need to use a general Support address.At the moment, the customer-facing identity cannot be configured independently enough for each teammate or sending context. This can result in the same teammate being presented with an identity, role or signature that does not accurately reflect the context of the email being sent.Ideally, admins should be able to configure customer-facing email identity settings at one or more of the following levels: Individual teammate Team or Inbox Sender email address This could include: Display name or alias Team or role label Email signature Brand presentation Where possible, the correct identity and signature should be applied automatically based on the sender address or Inbox being used.This would allow teams such as VIP, Customer Relations and general Support to work within the same Intercom workspace while maintaining an accurate and professional customer-facing identity for each type of communication.

2 months ago

Gaby CabreraNew Participant

Support regional language variants in Messenger, matching Help Center capabilitiesSubmitted

Problem:Our Help Center supports regional English variants (English (US) and English (Canadian)) and correctly serves the right version based on language override (we’d like to confirm as well that language override takes priority over browser language) when accessed directly. However, the Messenger only supports base language codes (e.g., en), not regional variants. This means a member with language_override set to en-US and one set to en-CA both see identical Messenger content (our default content set to en-CA ), there's no way to differentiate.Why this matters:Most of our members access the Help Center through the Messenger, not by visiting Help Center articles directly. So in practice, our regional Help Center translations only work for the small fraction of traffic that lands on articles directly — the primary access point (Messenger) can't route members to the correct regional version at all. This creates real accuracy problems: US members can end up seeing Canadian-specific content (pricing, policies, terminology) and vice versa, which actively misleads them.Requested feature:Allow Messenger language settings and language_override to support regional locale codes (e.g., en-US, en-CA, fr-CA, fr-FR), not just base language codes — so Messenger-served Help Center content matches the same regional targeting already available for direct Help Center visits.

2 months ago

kathrynNew Participant

Monitors: Feature Request to Notify a Group of PeopleSubmitted

We are piloting something on our platform and I created a Monitor to track all conversations related to this pilot. However, there is currently not a good way for a group of people to track when a new conversation was created other than to manually check the monitor. Currently, the only automation we can do is to assign a reviewer round robin. My feature request is to be able to send in-app notifications or emails to the Intercom users that we select. This could either be a daily notification, or a notification every time a conversation is flagged by the monitor. We have multiple stakeholders who don’t necessarily need to review to update Fin content but need to review both the customer sentiment and functionality of the pilot based on what users are reporting to our support team. It’s helpful for them to see the scorecard as well, so a Monitor is more useful to them than a report.

2 months ago

kathrynNew Participant

New Help Center - Help Center title area shortenedSubmitted

In the classic Help Center Style, the Welcome message of the help center stretches across the entire window. Now, ti seems like it’s aligned to the left and the area shortened. We went from having one single line to 3 lines and it does not look clean and does not align with our brand standards. It looks like both the title and the search bar have been shortened.I have added an image of the classic vs modern help center title.

2 months ago

Ebenezer.LaleyeIntercom Team

Add back the option to decline callsSubmitted

Is there a way we can have this option back? i.e. we simply hide the decline button but without turning on auto-answer? We're wanting to discourage missing calls but not put customers in a situation where they're connected with an agent who is away from the desk without aux state update (human error/mistake).

2 months ago

Stian LundåsNew Participant

Access Management for Team MailboxesSubmitted

Access Management for Team MailboxesCustomer service representatives should have access to all shared mailboxes at the team level. However, they should not have access to other employees' personal mailboxes.In the current setup, a customer service representative can access a colleague's personal mailbox and view detailed information about what that person has been working on throughout the day. This provides visibility into an individual's productivity and case handling activities, which is not necessary for performing day-to-day responsibilities.We would therefore like to restrict access so that:Customer service representatives have access to all team shared mailboxes. Customer service representatives do not have access to other employees' personal mailboxes. Only managers or other authorized roles have access to employee-specific information when required.Purpose: To ensure appropriate data access, protect employee privacy, and limit visibility to information that is necessary for job-related tasks.

2 months ago

Krizza Hababag

Separate Controls for Incoming and Outgoing AI TranslationsSubmitted

Customers would like more granular control over AI Inbox Translation by allowing incoming and outgoing translations to be managed independently.Currently, AI Translation functions as a single feature that both:Translates incoming customer messages for teammates. Automatically translates teammate replies back into the customer's language.This all-or-nothing approach creates challenges for teams that work with domain-specific, technical, or industry terminology, where automatic translation of outgoing messages can reduce accuracy, alter intended meaning, or negatively impact customer communications.Requested improvements include:Separate toggles for incoming and outgoing translations. The ability to enable incoming translations while keeping outgoing messages in their original language. Making outgoing translations opt-in rather than automatically applied. Improved handling of technical, product-specific, and domain-specific language to preserve accuracy and context.This would give teams greater control over customer-facing communications while still benefiting from translated incoming messages.

2 months ago

Gaby CabreraNew Participant

Keep teammate assignment when assigning a teamSubmitted

Currently, when an outbound conversation is created, it is correctly assigned to the teammate addressing the ticket. However, if a team is later assigned—either manually or automatically—the assigned teammate is removed, even if they belong to the assigned team.This issue became more problematic with Balanced Assignment enabled. Once the team is assigned and the original teammate is unassigned, the system automatically reassigns the conversation to a different teammate. As a result, we have to manually reassign the conversation back to the original handler, adding unnecessary workload and potential confusion.We’d like to ensure that when a team is assigned, the original teammate remains assigned to the conversation.

2 months ago

DBurnettNew Participant

"Follow" Conversation NotificationsSubmitted

The ability to “follow” a conversation and receive notifications for conversations and tickets that are not directly assigned to you. Right now, I can receive Push/Email notifications on items that are directly assigned to me, or any activity on any ticket within another team I am a part of. I manage multiple teams and so turning on notifications for “Activity in any of your teams” is the difference between 20 notifications a day and 400. The ability to follow a conversation and receive updates via push/email without needing to expressly CC in a converstation (and only receive emails as if I am the customer) would be very useful.

2 months ago

Martina IvankoNew Participant

Feature request - Un-merge conversationsSubmitted

I’d like to be able to undo merging changes or un-merge two merged conversations. Or at least change the primary conversation of merged convos. It seems that this is an irreversible action so it would be great if we could revert it or make further changes. Thanks!

2 months ago

Marieke van SinderenNew Participant

Add full content search for tickets and relationsSubmitted

ProblemSearching for relations and tickets currently only works on a limited set of fields. If you don't have the exact name or ticket number, there is often no way to find what you're looking for. For example, a phone number cannot be used as a search term (even though it's stored on the relation or linked to other tickets) so an incoming call from an unrecognised number can't be traced back to a relation or an open ticket. ImpactThis costs time in day-to-day work and makes some lookups impossible rather than just slow. It comes up most often when the only identifying detail available is something other than a name: a phone number, an email address, an address, or a fragment of text from the ticket itself. Requested improvementEnable full content search (like elastic search) across relations and tickets, so that any stored field (including phone numbers, email addresses, addresses, and free-text fields such as descriptions and notes) can be used as a search term. Ideally partial matches would work too, so a search on the last six digits of a phone number still returns the right relation.

2 months ago

Niels KristiansenNew Participant

Make it possible to define the horizontal location of the text (left, center, or right)Submitted

Very simple idea: it would be nice to be able to define the horizontal alignment of the text, so it can be positioned to the left, center, or right.

2 months ago

Nola MoreauNew Participant

chat is hidden after 14 days - clients are loosing their answersSubmitted

I want to report feedback - that fact that chat are hidden from view after a short period of time is really inconvenient for our clients. our clients loose information that they had ask previously and are now manually copy pasting chats to make sure they still have it.

2 months ago

Mayato HattoriNew Participant

Ability to preset CC email in macroSubmitted

We use Macros frequently within the Support team, and sometimes need to loop in other teams depending on the topic, such as the Security team.Currently, we use a Macro and then manually add other teams to CC. Since this extra step can be cumbersome, it would be wonderful if Intercom could support pre registered CC email addresses within Macros.

2 months ago

Venn VillanuevaNew Participant

Feature Request: Admin Control / Lock for Agent Channel AvailabilitySubmitted

Currently, channel availability (Phone, Email, Messenger, SMS) is controlled individually by each teammate. Some agents are actively removing Phone from their availability to avoid taking inbound calls. Restricting inbox membership or setting assignment limits to 0 does not solve this issue, as agents can still manually toggle off specific channels.Proposed Solution Option A (Channel Locking/Permissions): Allow admins to lock or enforce default channel availability per teammate/role via Admin Settings or Permissions (e.g., prevent agents from unchecking "Phone"). Option B (Inbox-Level Channel Restrictions): Allow admins to bind or restrict specific channels directly to dedicated Team Inboxes (e.g., a Phone Inbox that overrides individual channel toggles for assigned members). Business Impact Prevents agents from bypassing call routing and cherry-picking channels. Ensures proper phone coverage and SLA compliance. Eliminates the need for manual monitoring of agent availability states.

2 months ago

Sabrina EichenbergerNew Participant

Add which tag was created to the conversation_part.tag.created topic payloadSubmitted

The payload for conversation_part.tag.created currently lists all active tags for a conversation, and does not indicate which tag initiated the topic. It would be helpful for routing web-hooks if the payload provided which tag was the new one.

2 months ago

Amin LokhandwallaNew Participant

My/Teammate history or last updated bySubmitted

I would like to be able to see conversations/tickets I have updated. I checked Operator and it said, “Unfortunately, filtering by "last updated by me" isn't something the search tool supports — it can only filter conversations by when they were started, not by who last updated them or when.”

2 months ago

SlimNew Participant

Unlink a channel identity (e.g. Telegram) from a contact to recover from an incorrect mergeSubmitted

Current behaviorMerging a Lead into a User is permanent. There is no self-serve way to unlink the channel identity afterwards or restore the profiles to their previous state.The problemIf a channel Lead (in our case, Telegram) is accidentally merged into the wrong User profile:The wrong user can see the entire Telegram conversation history through the Messenger widget on the website — messages that are not theirs, which is a real data-exposure concern. All new incoming Telegram messages keep arriving on that wrong profile, so the exposure grows with every message. The only self-serve fix is deleting the affected profile entirely, which removes all of that contact's data — rarely acceptable when it is a real customer.Proposed ideaAdd the ability to unlink a channel identity from a contact — ideally as an API endpoint, with a UI option as a bonus. For example:POST /contacts/{id}/unlink_channel_identity (with the channel type: telegram, whatsapp, etc.)After unlinking, the next incoming message from that channel identity would create a fresh Lead, which the team can then merge into the correct User profile.We understand that restoring the original Lead profile and its historical conversations may be off the table by design. Even a minimal version — a way to simply stop new messages from that channel identity from reaching the wrong profile — would already be a big improvement, because it caps the exposure and makes an incorrect merge recoverable.Who would benefitAny workspace that uses social channels (Telegram, WhatsApp, etc.) and routinely merges Leads into website Users. Today, a merge has permanent, privacy-relevant consequences with no way to undo it.

2 months ago

Karen FullerNew Participant

Expose reporting to MCP - Fin Copilot for integrated agent performanceSubmitted

Allow MCP access to Fin and Copilot reporting to enable integrated agent analytics

2 months ago

Amanda MeisnerNew Participant

NPS Color CodeSubmitted

In order to improve the NPS surveys, it would be great if the numbers were color coded (0-6 in red, 7-8 yellow, 9-10 green). This would make it much easier for respondents to pick an appropriate number when asked about the NPS. When looking around, many other surveys do offer this color code.

2 months ago

Show more activity