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    3157 Ideas

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    Assistenza payrollNew Participant

    Auto remove client's signatureSubmitted

    Some clients have super long signature with images, disclamers and long text. This creates a lot of unnecessary content within the Intecom conversation. I would love a feature that automatically identifies signatures and remove them from the conversation (or at least make them invisible) 

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    Forum|Forum|2 months ago
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    Kaitlynn OrlandiNew Participant

    Conversation Type ReportingSubmitted

    Ultimately, I understand the current reporting feature isn't supported but I am being asked by leadership to pull a report of the different Conversation Types we handle and log via the Intercom Chat. It seems that unfortunately only the channel of each conversation is supported via reports.I’d love to see a report where I can quickly see the different conversation types by number. This helps our team understand the amount of questions per topic.

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    Forum|Forum|2 months ago
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    InekeNew Participant

    Review the Reviewers - Monitors for HumansSubmitted

    Add the ability for support leaders to review and calibrate the work of their QA reviewers within Monitors for Humans — equivalent to Zendesk QA's (Klaus) who use a chrome extension to have the ability to review the reviewer. Problem As Head of Support, I'm responsible not just for agent quality but for the quality and consistency of my reviewers' assessments. Today, Intercom's Monitors for Humans lets me review agent conversations, but there's no  way to review the reviewers themselves. This leaves a gap: I can't verify that scoring is consistent, fair, and aligned across the QA team, and I can't close the loop on the review process itself.

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    Forum|Forum|2 months ago
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    Diana OnepageNew Participant

    Customizing Fin’s "Did that help?" auto-reply for complex workflowsSubmitted

    The IssueFin automatically sends the "Did that help?" prompt after every response. When customers say "Yes," the conversation closes immediately. This breaks workflows where Fin provides an explanation but still needs to collect data or perform a handover.Example: Customer: "I want to change my email." Fin: Explains the requirements and asks: "Please provide your new email. Did that help?" Customer: Clicks "Yes" (out of politeness). Result: Fin closes the ticket before the customer can provide the email. This leads to negative CSAT and duplicate tickets. Requested Improvements Toggle Auto-Reply: Ability to disable the "Did that help?" prompt for specific Procedures or Intents. Logic-Aware Closing: Fin should recognize if he just asked the user for information; in these cases, the success prompt should be suppressed. Custom Follow-ups: Allow the "Yes" button to trigger a specific next step in some cases (not for all conversations) instead of an immediate close. Business ImpactReducing "premature closures" will significantly improve CSAT and prevent customers from feeling "shut out" by the bot, while maintaining the efficiency of Fin’s pre-qualifying explanations. Previous Workaround (Inefficient)To prevent this, we previously marked these intents as direct handovers. However, this meant agents had to handle the basic explanations themselves. We want to keep Fin’s efficiency in explaining the process (which works in 90% of cases) without him prematurely "killing" the conversation via the success prompt.

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    aestandante
    Forum|Forum|2 months ago
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    Tyler SchowNew Participant

    Name length limitSubmitted

    Some customers are entering their inquiry in the “name” field by mistake, leading to names that are whole sentences. This is causing issues when the name is pushed to external systems that limit the length of name fields. Can a feature be added to allow a custom length limit for the name field?

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    Forum|Forum|2 months ago
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    Alan KeathleyNew Participant

    Separate Inbox Notifications, Distinguish Team and Customer/Lead Activity Notifications in InboxesSubmitted

    Currently, notification settings are global and apply across all inboxes and activity types. This creates noise for teams who only work in a specific inbox at a time (e.g. live chat and later emails after hours), as they receive notifications for all inboxes and for teammate actions like assignments, closures, and internal updates.It would be valuable to:Configure notifications per inbox Separate customer activity (messages/replies) from teammate activity (assignments, status changes, etc.)This would help teams stay focused on real-time customer conversations without unnecessary internal noise.

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    Forum|Forum|2 months ago
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    Kellen C.New Participant

    Make Assignment & Notification Settings Unique for ChatSubmitted

    Currently in the Inbox, any workforce management settings are the same regardless of whether the conversation is email or messenger (chat) channel. This doesn’t really work for our team. While we can allow way more emails to come into their individual queues, there is a smaller amount of chats that they can handle at one time before becoming overwhelmed given the live nature of those interactions. We have also gotten feedback from agents that they would prefer if they could set different sound notifications based on channel so they can more quickly detect when they have a new chat vs a new email. Another thing they’ve asked is if a new chat could immediately pop up on their workspace or some other visual cue to make it easy to detect. There also isn’t a way to currently sign-in to only receive chats and not email conversations. It would be better if you could choose Email, Chat, or Phone and let that be a multi-select. I think that by making Chat more of its own channel in the administrative handling within the Inbox, both customers and agents would have a better experience. 

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    Forum|Forum|2 months ago
    Tonje Ness Meinhardt
    Tonje Ness MeinhardtActive User

    Keep Special Notices Visible After User MessagesSubmitted

    Hi! We would like the Special Notice we post to remain visible in the chat window at all times, even after the user has started writing messages. At the moment, it disappears after the user sends their first message, which is unfortunate as not everyone notices it. This is particularly evident on days when we have a one-hour closure in the middle of the day.

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    Tonje Ness Meinhardt
    Forum|Forum|2 months ago
    Nathan Sudds
    Top Expert ✨
    Nathan SuddsTop Expert

    Add Snippets to the Intercom APISubmitted

    It would be very helpful to be able to manage the snippets via the intercom API for a variety of maintenance tasks and for changes in operations to review and purge outdated snippets as well or to transform that content into guidance or procedures etc where needed.  List snippets using the Developer API 

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    和
    Forum|Forum|2 months ago
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    Rebecca SandifordNew Participant

    Text for "Unable to load this article"Submitted

    This is the text that appears if you configure Intercom so that some articles are public and some are behind a login. If the user isn’t logged in and clicks a link in a public article to an article that is gated/not public, this is the message they see. The only customizable text is the word at the end (and the URL it points to).  I would prefer to be able to customize the whole sentence so we can tailor our message to our audience.  However, if it must remain static, the terrible punctuation should at least be improved. Proposed updated text:"This article is only available to logged-in users. [Sign in to continue] or send us a message if you need help."Where “Sign in to continue” text is fully customizable, as is the URL it links to.  Thank you very much!

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    Forum|Forum|2 months ago
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    Ryan QuinnNew Participant

    Help Center doesn't respect symbols being copied and pasted.Submitted

    Whenever I create articles in Google docs (because we can leave comments and collaborate cross departmentally) I have to go through the same song and dance each time of removing the mess of text Intercom adds in place of a “ or a ‘. This makes writing any kind of article a nightmare, especially a multilingual one.Please ensure your composers respect pasting as plain text.

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    Forum|Forum|2 months ago
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    Ronnie StanfordNew Participant

    Add a ‘Status is not closed’ filter in Inbox searchSubmitted

    Today, Inbox search lets you filter to Open, Snoozed, or Closed, but there’s no way to filter for everything that’s not Closed (Open + Snoozed) in one view. This would help teams quickly see all active conversations without having to switch between Open and Snoozed.

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    Forum|Forum|2 months ago
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    Belén De AngelisNew Participant

    Add a ‘backlinks’ view for Help Center articlesSubmitted

    Add a ‘backlinks’ view for Help Center articles so we can quickly see which other articles link to a specific article. This would make it much easier to audit content relationships and avoid broken links when updating articles.

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    Forum|Forum|2 months ago
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    NickNauNew Participant

    Auto merg conversationsSubmitted

    Automatically merge tickets talking about the same subject within X timeframe as long as they’re unresolved.  

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    Forum|Forum|2 months ago
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    alexheidiNew Participant

    Allow our users to select their preference for notificationsSubmitted

    We had a user raise a complaint that for clinicians, Intercoms multi-channel notification is too noisey. They would like the option to chose one device to receive notifications, so that they don’t get notified of a message for many. It got to our Canny board, but is direct feedback of how intercom impacts busy clinicians who we serve.https://getheidi.canny.io/features/p/notification-preferences-for-support-tickets

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    Forum|Forum|2 months ago
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    Victor RundbergNew Participant

    Allow CTA button styling (e.g. sharp corners) in in-app messages / popupsSubmitted

    Right now, CTA buttons in in-app messages (popups) have fixed styling with rounded corners and no option to customize their appearance.It would be really valuable to allow basic button styling controls such as:Corner radius (e.g. sharp vs rounded edges) Padding / size More flexibility in visual appearanceThis is especially important for maintaining brand consistency across channels, since email templates already support more advanced button styling.At the moment, the lack of control in popups creates inconsistencies in UI/UX and limits design flexibility.

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    Forum|Forum|2 months ago
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    Landon McCaigNew Participant

    Feature Request: Conditional Visibility for Standard Attributes (Conversation, People, Company Objects)Submitted

    There’s already a feature to assign visibility conditionally on the team inbox where the customer is assigned for Custom Conversation Attributes. Can you expand that to Standard Attributes plus the People and Company objects?

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    Forum|Forum|2 months ago
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    Michael LeighNew Participant

    Sync Banner content to Fin AI knowledge baseSubmitted

    When a Banner is active in Intercom, teams should have the option to make its content available to Fin as a knowledge source. When the Banner is paused or deleted, that content should be automatically removed from Fin's knowledge base without any manual steps.The problemBanners are commonly used to communicate important product changes, outages, or announcements. In practice, many customers dismiss or skim banners without fully absorbing the information. This generates avoidable support volume — customers contact support asking questions the banner already answered.Fin has no visibility into active banner content today, so it cannot answer these questions accurately or consistently, even when the information is current and relevant.There are existing workarounds — such as creating a snippet or article with the same content — but these require manual cleanup after the banner is removed. Without that cleanup, outdated information remains in Fin's knowledge base, which creates a different problem.The proposed behaviourWhen creating or editing a Banner, an option is available to include the banner content in Fin's knowledge base. When that option is enabled and the banner is published, the content is automatically added as a contextual source for Fin. Fin can reference that content when responding to related customer questions while the banner is active. When the banner is paused or deleted, the content is automatically removed from Fin's knowledge base — no manual cleanup required.This closes a gap between what customers are told through banners and what Fin can actually answer. It reduces support volume during product change windows, improves the accuracy of Fin's responses, and removes a manual process that teams would otherwise need to manage themselves.

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    Forum|Forum|2 months ago
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    Taylor ZormanNew Participant

    Macros should populate conversation data in Slack side conversationsSubmitted

    When using a macro in a Slack side conversation, macro variables (such as company name or custom attributes like Company ID) do not populate. The same macro works correctly in the main Intercom conversation, but the Slack side conversation thread leaves those fields blank.Because Slack side conversations are synced with the main Intercom conversation, it would be more consistent if macros could automatically pull the same conversation data (user attributes, company attributes, etc.) when applied in the Slack thread.This would improve teammate efficiency and reduce manual data entry when responding from Slack.

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    Forum|Forum|2 months ago
    bosbeest
    bosbeestActive User

    Manually add companySubmitted

    I've found this question I had a few times on this platform and I can't wrap my head around the fact that this is not possible. I think this is very basic Support platform functionality.  The answer from Intercom is; Use the REST API.  This is not a workable answer for many people, so I suggest just adding a “+ Create new company” button in the Contacts section: Thanks for your consideration :) 

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    Forum|Forum|2 months ago
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    Mor CohenNew Participant

    Timestamps in Conversation UISubmitted

    It is really important to show exact timestamp for each message in a conversation, and not just “3 days ago” or something like this. Why?For example I have one message from a customer on 10am, and then they get a reply later that day at 10 pm.If that was 3 days ago, I would see for both messages the 3d indication- but it won’t reflect that the customer has been waiting for 12 hours for a response. I know we have it in the reports, but I would like to see it while I review conversations, just like any other messaging app has. I think this is basic.  Thanks

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    Sonal Raval
    Forum|Forum|2 months ago
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    Shanna AndersonNew Participant

    Assign company based on domainSubmitted

    Addition of domain field for companies with automatic email domain identification.When someone writes in from a domain that is clearly associated with a company, it would be helpful if the system automatically detected this. This would not only be helpful for reporting purposes but also for workflows where certain content is specific to a segmented audience. As an example, if Big Health’s domains are sleepio.com, trydaylight.com and bighealth.com, allow the team to specify those associated domains in company details and when someone writes in from teammate.name@sleepio.com, automatically assign the company “Big Health”. This would allow Fin to point to guidance specific to the “Big Health” audience in knowledge base and in workflows

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    Forum|Forum|2 months ago
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    Ben HizakActive User

    Message Recall (unsend) possible?Released

    Hi,Gmail supports a 30 second “unsend”. Outlook provides “Recall” mail option. Does intercom have anything similar?

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    Forum|Forum|2 months ago
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    Intercom Team
    Ebenezer.LaleyeIntercom Team

    Animated GIF launchers for IOS and AndroidSubmitted

     Animated GIF launchers for iOS and Android let users quickly discover, preview, and insert GIFs directly from the app. This makes conversations more expressive, fun, and engaging while keeping the experience fast and seamless across mobile platforms.

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    Intercom Team
    Forum|Forum|2 months ago
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    Ismael Martinez MoralesNew Participant

    Chat handling time metric excluding time after ticket submissionSubmitted

    Currently, conversation datasets/reports measure handling time from the start of the conversation until closure. This includes time that occurs after a ticket is created, which makes it difficult to measure the true chat handling time for our frontline support.It would be helpful to have a new metric that measures chat handling time only until ticket submission, excluding any time spent after the ticket is created.This would allow teams to:Measure the actual time spent handling the chat conversation. Compare chat handling performance without ticket processing time. Build clearer SLAs and reporting for chat vs ticket workflows.

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    Forum|Forum|2 months ago

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