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    3157 Ideas

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    Ben NicholasNew Participant

    Subject title to be added to macros for new conversationsSubmitted

    When creating a new conversation, if the macro being used is specified as for starting new conversations only, it would be useful to have the option to have a predetermined subject line included.These are typically used in the form of email templates, where the subject line would always be the same, and as such having it as a pre-populated option would make using these more streamlined.

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    Forum|Forum|2 months ago
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    Rael de LeonNew Participant

    Bring back Review Statuses in MonitorsSubmitted

    We were using the Review Statuses in Monitors to track conversations where we needed Fin to improve its responses, and then update the status once we’d implemented changes and tested that Fin had improved its responses.It’s helpful when the reviewer and the conversation designer are different people, or simply when the reviewer doesn’t have time to make improvements while reviewing conversations.Now we had to create a tracker using another app. Bringing the Review Status will keep us working within Intercom.

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    Forum|Forum|2 months ago
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    Luis CarrascoConnector

    Setting Brands in the workflowsSubmitted

    Brands can only be associated with email addresses or URLs, but what about if you know someone is contacting you in your general help center, about a specific brand, and you want to set that brand for that messenger conversation? At the moment is not possible, it would be extremely beneficial for companies that have different brands, and different help centers for each brand, this way we can make Fin understand which is the help center he needs to use to reply to the customer’s queries. 

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    Forum|Forum|2 months ago
    Andrii Fedyk
    Andrii FedykActive User

    A webhook update when workflows tried to collect dataSubmitted

    When workflow ask to collect the data (e.g. email), there is no webhook notification about it. As a result, third party apps can’t fully support workflows for OTP verification and similar cases.  

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    Andrii Fedyk
    Forum|Forum|2 months ago
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    JosiahNew Participant

    Easily clear composer of any actionsSubmitted

    Feedback/Feature request:It used to be the case that actions added by macros could all be cleared from the composer at once, simply by leaving the composer empty, focusing elsewhere, and then refocusing the composer. This was a great feature bc it allowed us to clear all actions at one time.Since a recent update, if you accidentally add actions to the composer, you must manually go through and close each one individually which is a HUGE waste of time.Please revert this change.We have hundreds of macros, each macro comes preloaded with actions for the ticket, once fired.If we accidentally populate an incorrect macro, we have to clear the contents of the composer before we can, then, populate the correct macro.Clearing the contents of the composer is now slower than ever, due to the requirement to clear each action individually.

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    Forum|Forum|2 months ago
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    NbaaderNew Participant

    Option to view all messages in a single conversation as a list / overviewSubmitted

    DescriptionI’d like to request a feature that allows users to switch the display of one specific conversation from the standard chat thread view to a list/overview view (e.g., a compact, scrollable list of all messages in that conversation).Right now, messages are primarily consumed in the live chat format, which is great for ongoing interactions—but it becomes hard to scan and review longer conversations. A list/overview mode would make it much easier to quickly understand the full context and message flow within the same conversation.Why this matters (Benefits)Faster scanning of long conversations Easier review for audits, QA, and internal handovers Better visibility of message structure and sequence More efficient searching/reading without losing contextUse caseWhen reviewing a long conversation (e.g., support escalation, billing clarification, or incident follow-up), I want to see all messages in that conversation in a compact list format so I can quickly review what was said, by whom, and when—without scrolling through a chat-style interface.Suggested implementation (optional)A toggle in the conversation view: “Chat view” / “List view” In list view: each message as a row with timestamp, sender, and message preview/full text Optional: quick filters (e.g., show only internal notes, only customer messages)

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    Forum|Forum|2 months ago
    Matej Bosnjak
    Matej BosnjakNew Participant

    Product Request: Customizable Article Reaction Workflow TriggerSubmitted

     Hello Intercom community,  When a customer clicks 😞 or 😐 on a Help Center article, Intercom automatically opens a conversation and sends a built-in reply:German:"Schade, dass du die benötigte Antwort nicht finden konntest. Möchtest du das Team noch einmal um Hilfe bitten?"English:‘It's a shame you couldn't find the answer you were looking for. Would you like to ask the team for help again?’There is currently no way to: Edit or replace this default message Trigger a Workflow at the moment of the reaction The "customer sends first message" workflow trigger never fires in this context because the built-in reaction flow opens the conversation automatically and takes over before any workflow can run.Who is affected Any team that: Uses Fin AI Agent as their primary support agent Wants to collect structured feedback on why articles fail Cares about brand tone consistency across all customer touchpoints What we want Option A - Editable reaction reply text Allow admins to customize the default message that appears when a customer reacts negatively to an article - either globally or per Help Center.Option B - Dedicated Workflow trigger for article reactions Add a new Workflow trigger: "Customer reacts to article" (with filter options for 😞 / 😐 / 😃) that fires immediately when the reaction happens - before any conversation is opened.Ideal Workflow this would unlock Customer clicks 😞 or 😐 on an article A customizable message appears asking why the article didn't help Structured reply buttons are offered (e.g. "Too technical", "Missing information", "Didn't match my situation", "Something else") A short free-text follow-up is collected based on the button selected A closing message confirms the team will review the article The conversation is assigned to a teammate internally for action Why this matters Catches missing or unclear content early - before it turns into a support ticket Provides structured data on why articles fail, rather than just a reaction count with no context Enables teams to close the feedback loop and improve content proactively Ensures a consistent brand tone across all Fin and Messenger interactions Current workaroundNone available. The built-in reaction flow cannot be overridden or customized.Thank you for your cooperation. Best regardsMatej - reevSenior Customer Support Manager

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    Matej Bosnjak
    Forum|Forum|2 months ago
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    Agung PrasetioNew Participant

    AI rephrasing for support repliesSubmitted

    It would be helpful if Intercom had an AI feature that can rephrase a support agent’s message to sound more friendly, natural, and professional before sending it to the customer.For example, agents could write a quick rough reply, then use AI to improve the tone so it feels more like a real customer support conversation. The AI could make the message warmer, clearer, and more empathetic while keeping the original meaning.This would help support teams respond faster while still maintaining a friendly and high-quality customer experience.

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    Forum|Forum|2 months ago
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    Paul JNew Participant

    Add ability to edit sent chat messages in conversationsSubmitted

    Description:Currently, once a message is sent in the Inbox, it becomes part of the conversation history and cannot be modified. This creates challenges when typos occur or when information needs to be corrected after sending.Proposed solution:Add an "Edit" option for sent messages (similar to platforms like Slack or Discord) that would allow agents to:Fix typos and grammatical errors Update incorrect information Add clarifications to previous responsesBenefits:Improved customer experience with accurate information Reduced need to send follow-up correction messages Better conversation flow and readability Increased agent confidence when communicatingUse cases:Correcting pricing information that was accidentally misstated Fixing broken links or incorrect URLs Updating product details that have changed Correcting spelling mistakes in customer names or technical terms

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    Forum|Forum|2 months ago
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    Chris AnnicellaConnector

    Add customization options for the "The team can also help" text when using "Set AI Agent expectations"Submitted

    When configuring Fin under Settings → Channels → Messenger → Conversations tab → "With Fin," selecting the recommended option "Set AI Agent expectations" automatically inserts the subtitle "The team can also help" beneath the workspace name in the Messenger conversation header.This string is currently hardcoded — there is no way to edit, replace, or remove it anywhere in the Messenger or Fin settings.We'd like to see several customization options for this text:1. Custom text — the most important one. Let us provide our own wording so it matches our brand voice and support model (e.g., "Our support team is here if you need a person" or "Ask to speak with our team anytime").2. Keep the default — workspaces that are happy with "The team can also help" should be able to leave it as-is with zero extra setup.3. Hide it entirely — a toggle to remove the subtitle for teams that don't want a second line in the header at all.4. Per-language customization — the custom text should support Intercom's multilingual settings so each supported language can have its own version, just like other Messenger strings.5. (Nice to have) Availability-aware text — the ability to vary the message based on office hours or team status, so we're not promising "the team can also help" at 2 AM when no one is online.Suggested implementation: an option set within the "Choose how Fin sets expectations" section — Default / Custom text / Hidden — with a multilingual text field when Custom is selected. This would mirror how "Start conversation button text" is already editable directly below this setting, so there's an existing pattern to follow.Thanks for considering!

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    Forum|Forum|2 months ago
    Ahmad Hassan Khan
    Ahmad Hassan KhanNew Participant

    Views based on conversation state — starting with "awaiting first reply"Submitted

    First response time is the single biggest driver of how a conversation lands — but there's no clean way to isolate the conversations that haven't received a first reply yet. They sit inside "Open," mixed in with threads already in flight. The one state that most needs eyes on it is the hardest to see.The ask: Let me build a view filtered on reply state — specifically "no teammate reply yet." One view, always showing exactly what's at risk of slipping through.The bigger idea: Don't stop at first reply. Make conversation state a first-class, composable view condition — awaiting first reply, awaiting customer, reopened, no reply in X hours, at-risk/breached SLA. Build the primitive once, and every view a team will ever want comes nearly free, instead of one roadmap ticket per filter.Why it matters: "Unanswered" stops being something you go hunting for and becomes something you can see, route, and act on instantly. The view that surfaces it today is the foundation for never letting it persist tomorrow.

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    Ahmad Hassan Khan
    Forum|Forum|2 months ago
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    Felix HiggsNew Participant

    Surface ticket data in the Intercom MCPSubmitted

    We would like to be able to pull ticket data via the Intercom MCP, ticket number etc. Currently this isn’t possible. Requesting ticket data to be added to your MCP

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    Forum|Forum|2 months ago
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    Donatella de LinaresNew Participant

    FAQ preview in workflows/ chat doesn't adapt according to users languageSubmitted

    We need to create several branches if we want to adapt this workflow to all languages. It’d be very time consuming and fastidious.  

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    Forum|Forum|2 months ago
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    Marco BernardNew Participant

    Enhance Claude (Anthropic) with full access to Intercom WorkspaceSubmitted

    Currently, the only way to use Claude is to connect the Intercom MCP and perform in-article updates or fetch articles, etc., but it feels half-baked and lacks many useful features. For example, Claude can’t edit multiple languages, only the main language can be added. For me, that’s German, so I can’t edit the English version.We also need an HTML/CSS editor within Intercom. When Claude generates an hc article structure and I don’t want to push it via the MCP, I should be able to copy the HTML and paste it into Intercom so everything is interpreted correctly and formatting issues don’t occur. Also editing Snippets is important, which he cannot access.More broadly, give Claude more access to the workspace so he can reference resources and assemble content. Right now, using him beyond fetching articles is painful. This is the functionality I rely on most, but other capabilities are lacking because he doesn’t have full Intercom access.

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    Forum|Forum|2 months ago
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    Madeleine AcevedoNew Participant

    Article verification needs to be implemented ASAPSubmitted

    The fact that there is no way to set up an automated system to verify articles on a quarterly or annual basis is concerning. This should be standard. If you look at Zendesk, they’ve had this feature implemented for years: https://support.zendesk.com/hc/en-us/articles/4408832243482-Managing-article-verification-rules This is what I need. ASAP.

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    Forum|Forum|2 months ago
    Henrik R
    Henrik RActive User

    FIN Voice: Support Keypad Entry for Numeric IdentifiersSubmitted

    Currently, FIN Voice supports keypad input (DTMF) only for limited use cases such as call ratings (1–5) and simple reply options (press 1, 2, etc.).We would like support for free-form multi-digit keypad input during voice conversations, for example:Entering an identity number Entering a store number Entering customer/account IDsUse case:When callers are asked for numeric identifiers, many users prefer entering the numbers on their phone keypad instead of speaking them aloud. This would improve:Accuracy User experience Accessibility Handling of noisy environments Recognition reliability for long numeric sequencesExample:“Please enter your 8-digit store number using your phone keypad.”Requested capability:Capture arbitrary multi-digit DTMF input Store the entered value as a variable in the FIN Voice flow Optionally support validation rules (length, numeric only, regex, etc.) Optional confirmation step (“You entered 12345678, is that correct?”)This would significantly improve voice automation flows that rely on customer identifiers.

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    Henrik R
    Forum|Forum|2 months ago
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    Felix HerwagenNew Participant

    Allow forwarding or reusing existing conversation attachments without manual download/uploadSubmitted

    When working from an Intercom conversation, attachments are visible in the thread, but there is no easy way to reuse them in another workflow without manually downloading and uploading them again.This creates unnecessary friction, especially when support teams want to:- forward an attachment externally- attach the same file to another tool or workflow- reuse customer screenshots from a conversation without manual copy/paste workExpected behavior:Intercom should allow agents to directly reuse existing conversation attachments, for example by:- forwarding them with the conversation- exposing a stable “reuse attachment” action- making it easier to pass them into integrations or follow-up workflows without re-uploadingCurrent behavior:Agents must manually download the file from the conversation and upload it again somewhere else.Why this matters:This costs time, breaks flow, and is especially annoying when handling lots of screenshots and customer-provided files.

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    Aleksei O
    Forum|Forum|2 months ago
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    Amber StephensNew Participant

    Date (without time zone) AttributeSubmitted

    I am requesting a date only attribute that can be used in workflows. We onboard new customers and have them fill out a date that they plan on transitioning into our product. The time zone is irrelevant for what we need. Currently, we have to use the text attribute to capture the date and then a human transfers that date into a date/time attribute. I know that there are outbound messages we can use with the date/time attribute but that is not ideal from a customer experience perspective.   This will also be beneficial to use with Procedures. 

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    Aleksei O
    Forum|Forum|2 months ago
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    EllaNew Participant

    Multilingual tool - limitation for multiple languagesSubmitted

    Hi. We have just implemented the Multilingual tool for our chats. The biggest issue I have found with this, is that this does not fully work for an agent that is taking chats for multiple languages. For example, we have Swedish agents who have now also started taking chats in Dutch and English. But, since you can only choose one “your language” in the settings, this limits the translations. If your language is in English, the Dutch chats will be translated to English, but the Swedish chats will also be translated to English. But if they choose the language to Swedish, the Dutch chats will be Swedish, Swedish chats Swedish, but English chats will also be in Swedish. This really limits when one agent handles multiple languages. The ideal scenario here would be that Dutch chats are seen in English, but Swedish chats in Swedish, and English chats in English. But from what I understand this is not possible at the moment. I think this would be a good idea to implement and would benefit a lot, due to agents being able to take on multiple languages. 

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    Forum|Forum|2 months ago
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    Gerald PradoActive User

    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.

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    Forum|Forum|2 months ago
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    MadiDNew Participant

    Make Ticket Links section moveableSubmitted

    My team doesn’t use the built in “Links” section of the sidebar and it’s a little annoying that I can’t move it to the bottom of the column. Adding an option to allow it to be moved around would be great! 

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    Forum|Forum|2 months ago
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    Erika KronwaldNew Participant

    Ability to add BCC or CC mid-emailSubmitted

    If you do not want to add a new participant to an existing email and you want to BCC them mid-email, this option is not available. This would be great in case a team member needs to be looped in after a reply once a ticket is already created. BCC and CC are only available upon intial email creation but most of our tickets are inbound.

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    Forum|Forum|2 months ago
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    Belén De AngelisNew Participant

    Version history & save notes for Escalation GuidanceSubmitted

    Guidance sections support version history and save-time notes, but Escalation Guidance doesn't. Would be great to have parity — these features are useful for tracking changes and context.

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    Forum|Forum|2 months ago
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    Michael SpencerNew Participant

    AI Compose Support for Custom Branding & Capitalization RulesSubmitted

    It would be extremely helpful if AI Compose could be configured to follow company-specific branding, terminology, and capitalization guidelines.Many teams rely on AI Compose to rephrase and improve responses, but the generated content can sometimes modify approved brand names, product terminology, capitalization, or formatting standards. This requires additional manual review and correction before responses can be sent.A feature that allows teams to provide custom branding rules, terminology dictionaries, and capitalization guidelines would help ensure that AI-generated content remains aligned with internal standards while still benefiting from AI-assisted writing.Benefits:Improved consistency across customer communications Reduced manual editing and review time Better adherence to company branding standards Increased confidence when using AI Compose at scaleIt would be great if workspace admins could define approved terms, capitalization rules, and brand-specific language that AI Compose automatically preserves when generating or rephrasing content.

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    Forum|Forum|2 months ago
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    David SilbertNew Participant

    Ability to segment content for different "Let Fin handle" instancesSubmitted

    Fin/Intercom encourages its clients to make these elaborate workflows, but I see a huge missed opportunity whenever I’m branching off and allowing Fin to handle.Currently, each “Let Fin handle” instance in a workflow can be customized with a select few traits. You can enable Sales agent vs. Service agent, for instance, or you can customize how long a conversation stays open before Fin closes.However, one thing users can’t customize is the content that Fin serves up during a specific path.The idea: Allow users to customize each “Let Fin handle” instance with specific Collections or Help Centers. If a user chooses to go down the subscription management path, limit content to just the subscription management Collection. If a user goes down the “Help with Product A” path, limit content to just Product A.Why it matters: The functionality would dramatically improve our ability to personalize the Fin experience based on the user’s intent. Right now, Fin throws all content at the user, regardless of which path they take in a workflow. It makes open-ended workflows seem pointless -- each “Let Fin handle” results in exactly the same experience. I’m positive that this change would help us (and other clients) improve resolution rates and derive more value from Fin.

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    Forum|Forum|2 months ago

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