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🎅 How to prepare your Fin AI Agent for Christmas 🎅

16 days ago

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2 years ago

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Carmen GarciaNew Participant

Phone Queue EnhancementSubmitted

Changing the phone queue to round-robin style would be beneficial and have a better work flow. This will cast visibility to everyone on the phone queue and agents will know if they’re next in line for a phone call or not. This helps in knowing when you are next to receive a call while working on other assignments or projects.

2 days ago

Courtney BrignerNew Participant

Enhance Help Center CapabilitiesSubmitted

Allowing for more help center customization and additions. For example, ability to Add multiple videos in a section for users to learn like a course instead of only adding videos in an article. Allow for more color changes, text fonts and colors. Ability to embed a link in a card for a user to go to another HTML view of a site/guide.

2 days ago

Sandra MagicNew Participant

Bulk export of Guidance, Procedures and Escalation rules (CSV/XLSX)Submitted

Problem: There is no way to export Guidance, Procedures, and Escalation rules in bulk. To review them, we must open each item one by one.Use case: We want to analyze the raw text of all items together. This lets us find overlaps, conflicts, and gaps, and get a full overview of how the agent is configured.Idea: A one-click export of all Guidance, Procedures, and Escalation rules as CSV or XLSX. Each row is one item, with columns for name, type, full content, status (live/draft), and last-updated date.

2 days ago

estonemanNew Participant

Allow News Articles to Automatically Open in MessengerSubmitted

Currently, News items in Intercom Messenger only display as a notification badge, requiring users to manually open Messenger to discover the update.It would be great to have an option to automatically open a News article in Messenger, either as a short preview/snippet with a link to read more, or as the full article. Similar to how it works with posts.Ideally, this could be configured like the post, see below.This would be particularly useful for communicating important product updates, new features and release announcements to existing customers, without requiring them to actively check the News section.

2 days ago

sororkeNew Participant

Teammate review monitor: Remove convo from review list, change revieweeSubmitted

Hiya! We have 2 feature requests for the "Teammate reviews" monitors:A few times, we've run into a situation where we'd like to remove a conversation from the review, either because nothing happened in the convo (e.g. customer just dropped off without saying anything), or because the conversation was so trivial as to not be worth reviewing at all. We have also occasionally wished to change who the reviewee is on a review -> it looks like it assigns the reviewee based on who closed the conversation, but we do have cases where one person takes the majority of a conversation, and then for whatever reason, it's reassigned to someone else who does the last little bit and then closes it. It would be great to have the option to reassign from the review panel.Third bonus request:Having to click update on every single manual criteria is a bit annoying, especially on criteria where there are multiple ratings reasons -> if it's not possible to remove the requirement to click "update", then at least it could be moved higher up on the list, or the ratings reasons could be "foldable" or something. For me with a huge monitor it's no problem, but for other colleagues working with smaller screens it's frustrating enough to discourage regular use :)

2 days ago

TrevorInnovator ✨

Fin Ai Agent Access to Tracker Tickets for SMART bug Categorization, handling, and communicationSubmitted

The Problem:We have bugs that arise, just like any other tech company. We’re constantly innovating and pushing updates, and therefore encounter unexpected issues. We typically fix widespread issues and outages very quickly. And we link all customers to a tracker ticket. Fin spends way too much time blindly leading a customer through troubleshooting steps, when there’s a deeper issue Fin is unaware of. How we solve today:It takes a lot of effort to create a snippet, and create guidance for the snippet, to quickly train Fin on a known issue. And then that guidance and snippet has to be manually deleted hours or days later when the issue is resolved. It’s constantly evolving, requiring multiple steps. We create tracker tickets to inform customers and human agents of the progress of issues like this. So I’m training my agents and Fin separately, in two different places. The Dream Scenario: Awareness: Fin is aware of all active Tracker Tickets logged by human agents. Mitigation: Fin automatically offers a workaround to the customer if one is documented. Proactive Subscription: Fin asks the customer if they would like to be notified of updates regarding the bug. Automation: Upon confirmation, Fin automatically links the conversation to the Tracker Ticket and converts the conversation into a customer ticket. Persistence: Fin remains the primary point of contact unless the issue requires human escalation. Resolution Loop: When the Tracker Ticket is marked "Resolved," Fin proactively follows up with the customer to confirm the fix is working for them. Proposed Implementation in IntercomTracker Ticket Settings Add a "Sync to Fin AI" toggle on Tracker Tickets (or enable this by default for specific Ticket Types). When enabled, provide specific AI-optimized fields: Symptoms: Describe what a customer would experience (to help Fin match the issue). Workarounds: Step-by-step instructions for Fin to provide. Target Audience: Specific conditions or user segments impacted. Auto-Link: Toggle option to allow Fin to automatically link users to a Tracker Ticket. Auto-Ticket Creation: Toggle option for Fin to generate a linked conversation ticket automatically upon bug identification.

2 days ago

Christopher HayesNew Participant

Add Telegram Business functionalitySubmitted

Right now, Intercom's Telegram channel (Settings > Channels > Telegram) only supports connecting a standalone bot created via @BotFather. Customers have to find and message a separate bot username, which feels disconnected from the actual business.Telegram now offers "Business accounts" (available to Premium subscribers) that let a company keep its real, verified Telegram account — complete with opening hours, quick replies, greeting/away messages, and a business chat link — while automating replies through the Bot API's business_connection feature. A connected bot can send and receive messages on behalf of that real account instead of a separate bot identity.It would be great if Intercom supported connecting a Telegram Business account as a channel, the same way the current bot flow works today:- Conversations from the Business account land in the Inbox, with Fin and Workflows at full parity- Replies go out through the business_connection, so customers see the business's real name and photo — not a bot- Native Telegram Business settings (hours, quick replies, greeting messages) stay usable in Telegram itself, while Intercom handles the actual conversationThis matters most for teams whose customers are concentrated in markets where Telegram is the primary channel — a verified business account feels far more trustworthy and personal than a generic bot. Right now the only way to bridge this gap is third-party middleware, which adds cost and an extra hop. Native support would remove both.

2 days ago

Gerald PradoInnovator ✨

Make Help Center Articles Report Data Available via the Reporting API for use with OperatorSubmitted

What I'm requesting:Expose the data from the legacy Help Center Articles report (found under Reports > Proactive Support > Articles) through the Intercom Reporting API, so it can be surfaced and used within AI-assisted analytics tools like Intercom's own Operator/Copilot assistant.The data I'm referring to includes:Article viewer counts (per article, per time period) Reactions (happy / neutral / sad) Conversations triggered per article Last updated dateWhy this matters:We use our Help Center extensively as a first line of support. This data already exists in Intercom — it's visible in the legacy report — but it's siloed from the reporting API, which means AI tools can't access or reason about it.Right now, when I ask Intercom's AI assistant to analyze help center content performance, it can tell me which articles Fin cited in conversations or what resolution rates look like by topic — but it can't cross-reference that with how many customers actually viewed those articles or how they reacted to them. That's a significant blind spot.The use case is straightforward: combining article view and reaction data with Fin's resolution rates, topic breakdowns, and conversation outcomes would give support teams a complete picture of how their knowledge base is performing — not just from Fin's perspective, but from the customer's.What good looks like:Being able to ask the AI assistant: "Which articles have high views but low positive reactions or high follow-up conversation rates?" — and get a data-backed answer without having to manually cross-reference two separate reports.Who benefits:Any team using the Help Center seriously — especially those using Fin as their AI agent — would immediately benefit from this connection being made. It closes the loop between content publishing and support outcomes.

2 days ago

Erin KActive User

Would love the ability to schedule a special notice for the holidays instead of having to turn it on and off manually in real time.Planned

Would love the ability to schedule a special notice for the holidays instead of having to turn it on and off manually in real time.

3 days ago

Sam WilsonNew Participant

History and assignment for Fin recommendationsSubmitted

Problem:Once a content recommendation is accepted or rejected, there's no history to show what was suggested, what was decided, by whom, and when. We also can't assign a recommendation to a teammate to work on.Why it matters:We need to show which changes were made to Fin's knowledge and why, and to tell whether a rejected suggestion keeps coming back. Without assignment, recommendations rely on one person checking them, which doesn't scale across a support team.What we'd like:A history view of every recommendation, with its outcome, who decided, when, and a link to the resulting change. The ability to assign a recommendation to a teammate, with a status, the way a ticket works.

3 days ago

KeraNew Participant

Bulk Edit conersation/ticket attributesSubmitted

The ability to bulk edit ticket/conversation attributes is a really key feature that seems to be missing. For example, if we get 20 tickets in all at once that are related to the same product, and headed to the same team - it would be nice to assign all of these at once. Instead, we have to manually click through 20 tickets, and select the 5 mandatory attributes we have chosen for each one (100 fields total) when this could have been done as a bulk edit with just 5 fields.Realistic areas in which this is useful for us:Machine generated alerts for multiple sites, but the same product. Multiple users sometimes raise an alert for the same issue.

3 days ago

Sam WilsonNew Participant

Using guidance and procedure drafts inside a ReleaseSubmitted

Problem:A guidance rule or procedure that is paused or in draft on the live version can't be changed inside a release. It doesn't show up there as something you can edit or set to active. As far as a release is concerned, it doesn't exist until someone switches it on in the live version, outside the release.Why it matters:Releases are how we want to ship changes to Fin: bundled, tested with evals, ramped, and reversible. A new rule or procedure is often the change itself. It's the change we most need to stage and test, and the only way to ship it right now goes around the release.What we'd like:Draft and paused guidance and procedures shown in a release, where they can be edited and set to active. They would then go live when the release publishes, with the same pause and revert as everything else in it.

3 days ago

Sam WilsonNew Participant

Internal notes on help center articlesSubmitted

Problem:There's nowhere on an article to leave a note for other editors. Anything an editor needs to know before changing an article has to live outside Intercom, where the person making the edit won't see it.Examples of what a note would carry:Linked from the product. "This article is linked from inside our app, do not delete it” Used by Fin configuration. "A procedure or guidance rule depends on this article. Check it before restructuring or removing sections." Owner or reviewer. "Technical content owned by the deployment team. Ask them before changing the steps." Change coming. "This behaviour changes in the next product release. Update it then, not before." Approved wording. "Legal approved the security and data handling wording. Don't reword it without sign-off." Deliberate choices. "Kept separate from the related troubleshooting article on purpose. Don't merge them." Or: "Restricted to a specific audience because it covers a paid feature." Known gaps. "Doesn't cover the sandbox case yet. A customer conversation shows the gap."Why it matters:More people are editing articles now, including through Fin's content recommendations, and Fin answers from these articles directly. An edit made without this context can break a link in the product or a procedure, or undo a decision someone made on purpose. Nobody finds out until a customer gets the wrong answer.What we'd like:An internal notes field on each article that teammates see in the editor and that is never published or used by Fin to answer customers. It would help further if the notes showed as a warning when someone edits a protected article, and if the API could read and write them so our own tooling can keep them current.

3 days ago

Sam WilsonNew Participant

Preview Fin without creating a conversationSubmitted

Problem:Every conversation started in the Fin preview lands in the live inbox as unassigned, alongside real customer conversations. Our support engineers work from that view, so each test conversation looks like a customer waiting for a reply. It's frustrating for the person testing as well. After every preview session I assign the conversations to myself just to get them out of my teammates' way. That's an extra manual step on every test, and it's the opposite of what preview is for.Why it matters:It distracts the team and discourages testing. Test conversations pull attention away from real customers, and when you know someone will see each test, or each test means cleaning up after yourself, people test less.What we'd like:Preview conversations kept out of the inbox entirely, or assigned automatically to the person running the preview, or put somewhere separate that team views don't include. The person testing should be able to go back to their own preview conversations without anyone else seeing them.

3 days ago

Ana UcedoNew Participant

Comments in article's draftsSubmitted

Insert comments in the help center draft articles so the team can work in collaboration inside Intercom and not in other tools. Like Google Docs, Figma, Claude…

3 days ago

David Dor CohenNew Participant

Subject: Feature request: hide or strip part of the message body on BCC’d copiesSubmitted

Test

3 days ago

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

4 days ago

Pavlo KyrpatenkoNew Participant

Native integration with TelegramSubmitted

Can you finally make a native integration to receive messages from clients via Telegram bots? It is a messenger with 1+ billion of users. Why are you not working on it? Interchat.io stole your profit by making this integration more then 1 year ago

4 days ago

molly.mcgrathNew Participant

Macro AnalyticsSubmitted

Hi Intercom team,In future state, we’d like to be able to see macro analytics. One example would be an adjustment rate showing how often teammates edit a macro before sending it and how much of it they change. We value being able to see macro and Copilot usage, and we want to better understand what happens to a macro once it’s inserted. That visibility would help us identify which macros need updating, understand where teammates are personalizing responses, and connect macro usage to quality and CSAT.Thanks,-Molly

4 days ago

Bruno Filipe Alves CoelhoNew Participant

Search Function: Information from Side ConversationsSubmitted

Hi,It would be very helpful if tickets could be found by searching with information used in side conversations. As side conversations are part of the ticket, this data should ideally be indexed together. Do you think this would be possible to implement?Kind regards,Bruno Alves Coelho

4 days ago

jamiebandoNew Participant

Display Side Conversations in the User Profile Conversation HistorySubmitted

Problem Statement / Use Case:Currently, side conversations do not surface in a customer’s Intercom profile under their "Latest conversations" or complete conversation history.This creates a significant blind spot for support and operations teams. When an agent reviews a customer's profile to get a quick snapshot of their history or active issues, they completely miss parallel threads, third-party escalations, or external updates happening inside side conversations unless they manually dig into every single parent ticket.Proposed Solution:We would like to see side conversations integrated into the customer profile timeline. A few ways this could be implemented include:Nested Visibility: Display side conversations as indented or nested items directly beneath their respective parent conversations within the profile history list. Timeline Toggle/Filter: Add a filter or toggle on the user profile (e.g., "Include Side Conversations") so agents can opt into a truly comprehensive timeline of interactions. Cross-Referencing: If an external side conversation is spun up regarding a customer's ticket, a log or reference link to that side conversation should automatically appear on the primary customer's profile.Business Impact / Value:True 360-Degree Context: Agents will no longer miss critical background context or parallel threads involving third parties (like vendors, partners, or internal teams) regarding a customer. Increased Efficiency: Eliminates the need for agents to click into multiple old parent tickets just to check if a side conversation was ever initiated, answered, or resolved. Better Customer Experience: Ensures any agent stepping into a case has immediate visibility over the entire operational picture, preventing communication silos and repetitive internal overlapping.

4 days ago

EtoNew Participant

Add Georgian LanguageSubmitted

My company relies on the Intercom as a tool for communication with customers, we have encountered some challenges when it comes to serving our Georgian-speaking customers effectively.One of the main issues we face is that Intercom currently does not support the Georgian language and it causes some difficulties while in communication. We have started to use a Language Override in workflows. However, we find that we are unable to fully address all cases.Also currently, Intercom does not allow us to publish a separate Help Center in the Georgian language alongside the English one.In light of these challenges, we have been actively researching other companies from Georgia that utilize Intercom and have found that many of them using Intercom.We kindly request that Intercom consider adding support for the Georgian language as an official language option.

5 days ago

SaikaNew Participant

Title: Articles API should support proper heading hierarchy, avoid duplicate H1, and allow native image uploadsSubmitted

When creating Help Center articles via the Articles API, there are a few limitations that make content structure difficult to manage:The article title is automatically rendered as H1, and the body also supports only H1 and H2. If you include an H1 in the body, the page ends up with two H1 headings, which is not ideal for accessibility and SEO. If you avoid H1 in the body, the first heading is automatically converted to H1, so the structure still becomes inconsistent.Additionally, images must currently be referenced via external URLs, which can create concerns around long‑term availability and accessibility when articles are referenced by AI or other systems.It would be very helpful if the API allowed:Full heading hierarchy (H1–H6) in the article body, or A way to prevent the title from being rendered as H1 when the body already contains one, and Native image upload support instead of requiring external URLs.

6 days ago

Chloe BNew Participant

Archive Macros / Hide seasonal MacrosSubmitted

It would be helpful to have a section where we can archive or house seasonal macros to not clog up the pipeline when they arent needed

6 days ago

Parker VanderYachtNew Participant

Track Participated Conversations In Workforce ManagementSubmitted

Currently, workforce management tracks new conversations opened at a certain time but does not take into account unsnoozed conversations. For our company, conversations can span multiple days. The issue I'm running into is that the workforce management feature only counts conversations as soon as they are created and assigned to the team, not when conversations are unsnoozed on additional days. This causes a bit of a reporting discrepancy because, for example, 20 new conversations could get opened on Monday, but 60 conversations from last week got unsnoozed because the customer replied on Monday morning. Workforce management only shows that there were 20 new conversations today and that our team has a surplus of manpower. This isn't entirely true because there was actually a total of 80 conversations our team worked on today, not necessarily 20.

6 days ago

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