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    Louis D'ambrosioNew Participant

    Abandoned Call vs Missed CallSubmitted

    It looks like calls abandoned in queue are considered as missed too. However, if not assigned to a teammate, it should not be considered missed. A missed call should be assigned but unanswered. Is there a way to make that distinction so reporting can be clear when it comes to abandoned vs missed calls?

    0
    2 months ago
    Vance (Vini)New Participant

    smart replySubmitted

    It would be nice to have an option to manage smart replies manually as if they were macros instead of having to rely on the AI. 

    0
    2 months ago
    Nikki DeaseNew Participant

    Wildcard placeholders for Intercom macrosSubmitted

    It would be helpful to have the ability to insert wildcard placeholders (***) into Intercom macros for use with macros which must be edited prior to sending. The wildcard would disable the message from being sent until resolved. 

    0
    2 months ago
    Sabrina EspinozaNew Participant

    Filter shortcut macros by their folder in settingsSubmitted

    We can group macros into folders in the inbox settings > Macros but when agents are handling tickets, it is still one long list of macros to select from. It would be helpful to filter the shortcut when handling tickets to one specific folder so that way spanish response agents only see spanish macros to choose from, english see english, and so on. 

    0
    2 months ago
    Marie BaierNew Participant

    Bulk assign Macros to teamsSubmitted

    Aside from bulk deleting macros, another helpful feature would be to be able to assign them to specific teams in bulk. Doing this one by one is tedious and time consuming.

    0
    2 months ago
    LizaNew Participant

    Delivery Failure Event for Agent MessagesSubmitted

    Please add a delivery-failure event for agent messages sent from Support conversations, including the Conversation ID and Message ID. This would allow us to automatically detect failed deliveries, trigger Workflows, and notify our Support team without relying on manual monitoring.

    0
    2 months ago
    Daniel Acevedo
    Daniel AcevedoNew Participant

    Preserve BCC recipient information for brand routing and automationSubmitted

    We use dedicated support email addresses to identify the correct brand and automatically route incoming emails through Intercom workflows.When one of these support addresses is included as a BCC recipient, Intercom does not retain or expose that recipient information when the conversation is created. As a result, the conversation cannot be matched to the correct brand and the workflows that depend on that information cannot run.This means BCC emails can remain unassigned and require manual monitoring and routing, creating a risk of delayed or missed customer emails.We would like Intercom to support one of the following: Preserve the original BCC/envelope recipient so it can be used in workflows and routing. Provide a secure system field containing the receiving support address, including when it was BCC’d. Alternatively, provide an alias-mapping mechanism that allows admins to map incoming BCC addresses to a Brand, Team or Inbox. The goal is for emails sent or copied to official support addresses to follow the same reliable brand-assignment and routing logic whether the address appears in To, CC or BCC.Intercom Support has confirmed that BCC-based routing and brand assignment are not currently supported and that there is no available workaround.CategoryInbox or Workflows, whichever is available as the closest Product Wishlist category.

    0
    Daniel Acevedo
    2 months ago
    tommynor
    tommynorNew Participant

    Restrict Access to Personal Inboxes and All InboxSubmitted

    Hi Intercom team,We'd like the ability to restrict access to teammates' personal inboxes and the All Inbox.Today, teammates can view each other's conversations in their personal inboxes, activity levels, and performance-related metrics such as conversation volume and CSAT scores. We believe this information should be private to the individual teammate and their managers.“Assign to them only” isn't an option for us, as all teammates need access to all inboxes. We only use automatic assignment for chat and phone conversations.

    0
    tommynor
    2 months ago
    Beth FollowsNew Participant

    Adjusting reply time for messengerSubmitted

    Hello, Currently, setting wait times is a heavily manual task. Since Intercom calculates wait times as a company-wide average, we can't rely on the automated setting without giving inaccurate info to regional customers. Managing this manually across multiple inboxes is not only time-consuming, but it also creates a high risk of markets accidentally overriding each other's updates.It would be a huge improvement if Intercom could support market-level wait time management auto-calculating per market. This would make the workflow much more user-friendly and eliminate cross-market errors.

    1
    2 months ago
    ImmortalNew Participant

    Allow Fin to access URLs shared by customersSubmitted

    Customers frequently share website URLs when reporting issues or asking for help. Currently, Fin cannot open and inspect a URL provided in the conversation, so it has to rely on the customer's description or ask them to provide screenshots/details manually.It would be highly valuable if Fin could access public URLs shared by customers, read the page content, and use the page/DOM structure as context when troubleshooting.Example: A customer shares a page where a Crocoblock widget/form/filter is not working. Fin should be able to open the URL and inspect the relevant page content before responding.

    0
    2 months ago
    Hilary Lawrence
    Hilary LawrenceConnector

    Formatting for SnippetsSubmitted

    It would be great to have some of the formatting options for Snippets that are available for articles. Like the separator and headline cases. Being able to format the snippet will make it easier to read and follow the Snippet. 

    0
    Hilary Lawrence
    2 months ago
    ImmortalNew Participant

    Allow workflow interactions without reopening closed conversationsSubmitted

    We use an Intercom workflow triggered by “If teammate changes the conversation state” to collect CSAT after an agent closes a conversation.The workflow has multiple branches based on the customer's CSAT response, so we need to continue performing different actions after the conversation has already been closed.At the beginning of the workflow, the customer is presented with two button options:Continue Chat Rate a chatThe problem is that when the customer clicks one of these buttons, Intercom treats the button click as a new customer reply. As a result, the closed conversation is reopened and, because we have automatic assignment enabled, it can immediately be assigned to an available teammate.This creates an unwanted side effect: a simple interaction with a CSAT workflow can become a new assigned conversation and affect agent workload and conversation statistics. We currently add a Close conversation action at the end of the workflow to close the conversation again.However, this is not ideal because the conversation has already been closed, and the customer's interaction with the workflow should not necessarily create a new conversation/reopen the existing one in the first place. It would be useful to have an option for workflow buttons/actions to interact with a closed conversation without reopening it or treating the interaction as a new customer reply.

    0
    2 months ago
    Nicole DavisNew Participant

    Knowledge source favorites tab/folderSubmitted

    I would like to suggest the ability to favorite articles/folder items in the Knowledge category — our team updates a lot of files in the knowledge center through Intercom, and often times things get lost due to the high volume of articles. I would like an easier way to save or “favorite” my frequently used articles, so they would be easier to access and easier to find. 

    0
    2 months ago
    Nicole Thornhill [they/she]New Participant

    case note formatting - text inside ** [text] ** now bolds the text.Submitted

    I understand why this changed, but this is effecting specific internal note structures used because we can’t further filter our inbox beyond open/snoozed/closed. ** WOC ** now changes automatically to WOC [the bold doesn’t appear formatted in the posted message, which is interestingly inconsistent]Ideally, ** WOC ** would stay ** WOC **

    0
    2 months ago
    BeccaNew Participant

    Allow rename of help centersSubmitted

    Once a help center is created, the name is completely uneditable. Please allow us to edit the names of help centers once they have been created. 

    0
    2 months ago
    IkromjonNew Participant

    Chat keyword searchSubmitted

    When I search for chats that include in conversation, the list appears in Inbox.When I click on a conversation, I have to manually skim the conversation to locate where and when the word was used.If the system automatically highlight the word in the conversation to locate it faster. This feature would be helpful to monitor and evaluate conversation's faster by needed attributes.

    0
    2 months ago
    Tommy Mains
    Innovator ✨
    Tommy MainsInnovator ✨

    Update article API should be able to keep or even add vidyard iframe embedsSubmitted

    The article update API does not allow updates to go through if there's a Vidyard iframe embedded in the article. So I either need to updated the article in Intercom's UI or have the API strip out the video embed to push changes through.

    0
    Tommy Mains
    Innovator ✨
    2 months ago
    Bradley CoyleNew Participant

    Conversation Event Tracking TimelineSubmitted

    I’d love to submit a feature request that would enhance conversation analysis capabilities—particularly for chat, email, and social channels.It would be incredibly useful to have a more granular, timeline-style view of all key events within a conversation—from when it was opened (on the left) to when it was closed (on the right), highlighting all the specific events and triggers that took place during that conversation in between. Something similar to the "Show conversation events" toggle, but expanded to highlight specific backend actions and metrics. For example: When an SLA workflow was triggered When the conversation was snoozed/opened/closed/reassigned When handle time started and stopped The calculated SLA and total handle time for that conversation This detailed visibility would be extremely helpful for digging into complex or edge-case conversations and understanding exactly what happened and when. It would also go a long way in helping teams diagnose and optimize support workflows with greater confidence. Thanks so much for considering this!

    1
    2 months ago
    Sara OctaveNew Participant

    Integration for Scribehow/Scribe?Submitted

     The ability to create videos from step-by-step guides is available with one click in Scribe.  Please consider an integration with Scribe!  As a trainer (not a developer), it would be a game-changer for me and for my team.

    5
    2 months ago
    Matej Bosnjak
    Matej BosnjakConnector

    Enable Fin to read customer-uploaded PDFs (and other files) from email and conversationsReleased

    Hi Intercom community,We're running into a limitation with Fin that I'd love to get some input on.Fin currently only processes attachments shared as images (screenshots/photos) — it can't read the contents of document files like PDFs, DOCX or xlsx uploaded by customers via email or conversations.This is a significant blocker for our invoice workflow. Here's our setup:- We're training an AI Billing agent in Langdock, with Fin handling triage by extracting the relevant details from customer messages.- We've built out internal articles describing each document type, plus an index covering invoice formats, use cases, field structures, etc.- In most cases, customers simply mention their invoice number in the message — and that works fine.- However, when a customer uploads a PDF instead, Fin still asks for the invoice number, even though that information is right there in the attachment.Ideally, Fin would be able to read the PDF, extract the invoice number (and other relevant fields), and pass that context to the billing agent — without putting the burden back on the customer.Has anyone found a workaround for this? Whether it's a middleware solution, a Zap/webhook approach, or something else entirely — we're open to ideas. Any help is appreciated!Best regardsMatej 

    5
    Matej Bosnjak
    2 months ago
    Jonathan Maynard
    Jonathan MaynardNew Participant

    Add Tab key sub-bulleting functionality to text editorsSubmitted

    Currently, when composing messages or replying to tickets in the Intercom text editor on tickets, pressing the Tab key does not indent the current line to create a nested sub-bullet. Creating nested lists (like a bullet point underneath a numbered step) requires clunky manual workarounds. Similar to almost all standard rich text editors (Google Docs, Word, Zendesk, etc.), pressing Tab while on a list item should automatically indent the line and create a sub-bullet.Support agents frequently need to write out clear, step-by-step troubleshooting instructions using numbered lists, often requiring additional details, warnings, or sub-steps (bullet points) underneath a specific number. Not having a quick keyboard shortcut to indent disrupts the workflow a little bit.I know this is a small issue but I would love to see this enhancement. Thank you!

    0
    Jonathan Maynard
    2 months ago
    felivenj87New Participant

    Allow automated follow-ups before default assignment when Reply Buttons are unansweredSubmitted

    We use Reply Buttons in Workflows to present customers with predefined options and route their conversation to the appropriate team.Currently, if the customer does not select any of the options, the conversation eventually falls through to our default assignment. At that point, a teammate has to manually follow up with the customer.We would like to automate that follow-up before the conversation is handed over to the default team.Ideally, Reply Buttons would support a configurable “No response” or timeout path.For example:Reply Buttons→ Customer selects an option → Route to the appropriate teamOR→ No selection after 10 minutes→ Send an automated follow-up reminding the customer to select an option→ Wait another defined period→ If they respond, continue the appropriate routing path→ If they still don’t respond, continue to a configurable fallback/default assignmentThis would allow us to complete more routing automatically and reduce unnecessary conversations being assigned to agents simply because the customer did not interact with the initial buttons.The no-response path should ideally support standard Workflow actions such as sending a message, waiting, adding a tag, updating attributes, assigning to a team, or continuing to another workflow step.

    0
    2 months ago
    JHarlowe
    JHarloweConnector

    Configurable CSAT attribution modelSubmitted

    Greetings team, we wanted to surface a request around CSAT and configurable attributions ProblemCSAT is currently attributed to the most recent visible agent who interacted with the customer, regardless of who owned, managed, or resolved the case. This creates inaccurate and potentially unfair attribution, particularly in collaborative or multi-region support models.A common example: an engineer owns a case end-to-end, performs the troubleshooting, identifies the issue, and provides the resolution. Due to time-zone coverage, a second engineer in another region sends a brief follow-up and closes the conversation. The customer submits a CSAT rating. That rating is attributed to the closing engineer, who had minimal involvement in the actual resolution.The reverse also occurs: an engineer receives a negative CSAT simply because they sent the final message, even when the customer's dissatisfaction relates to earlier interactions, product behavior, delays, or factors entirely outside their control.When CSAT is used as an individual performance metric, this attribution model distorts the data and reduces confidence in the scores as a meaningful measure of agent contribution. Requested FeatureConfigurable CSAT attribution, allowing workspace admins to select from the following models:- Conversation owner: attribute CSAT to whoever owns the conversation at resolution. Best fit for case-ownership support models.- Last visible agent: current Intercom behavior, retained as an option.- Team or conversation-level attribution: distributes CSAT across contributors, useful for collaborative support models where multiple agents share a case. Business Impact- Individual CSAT scores become more representative of actual case ownership and contribution.- Reduces attribution errors caused by regional handovers in follow-the-sun support models.- Improves the reliability of CSAT as an input into agent performance measurement.- Better supports collaborative support structures where case resolution is shared across teammates.

    0
    JHarlowe
    2 months ago
    Taylor ZormanNew Participant

    Take control of user screen in screenshareSubmitted

    While screensharing be able to take control and navigate through the software for them.

    0
    2 months ago
    Adam BlackwellNew Participant

    Ability To Draw On Customer Secreenshares During CallsSubmitted

    It would be very helpful if teammates could draw or annotate directly on a customer's screenshare during calls.When customers are sharing their screen, teammates often need to point out a specific button, field, setting, or area of the page. Today, we have to describe it verbally, which can slow down troubleshooting and make the experience more confusing for customers.Ideally, teammates could temporarily draw, highlight, or point on the shared screen during a call. This would make it easier to guide customers through setup, debugging, onboarding, and support workflows without needing a separate screen annotation tool.

    1
    2 months ago
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