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    3157 Ideas

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    CaoryNew Participant

    Make Messenger window movable or detachable for embedded editorsSubmitted

    We embed Intercom Messenger directly inside our product’s editor, and many users open a conversation specifically to ask questions while they continue editing. In this context, the current fixed-position Messenger window can cover important parts of the UI and make the editor hard to use.Our users are asking for the ability to freely move or detach the Messenger while keeping it open, so they can keep both the editor and the conversation visible and usable at the same time.Requested capabilities: Allow end users to move the Messenger window Make the Messenger window draggable by default, or Provide an option to enable “floating / draggable” mode per workspace or per app. Ideally remember the last position per user and restore it the next time they open the Messenger. Optional alternative: detachable / pop-out mode Provide a way to open the Messenger in a separate floating panel or browser window while keeping it connected to the current session. This would let users keep the editor full-screen while referencing the conversation side-by-side. Configuration for product teams A setting in Messenger configuration (e.g. “Allow users to move Messenger window”) so we can enable this behavior only on certain pages (such as editors, complex forms, or dashboards). An API hook/event so that we can react when users move or pop out the Messenger (for example, to adjust other UI elements). Why this matters: In tools with complex editors (site builders, app builders, design tools, etc.), users frequently need to ask questions while actively editing. A fixed Messenger that overlays the canvas or important controls leads to frustration. Allowing users to reposition or detach the Messenger would significantly improve usability and reduce friction, without requiring product teams to build their own support UI. This feature would help a lot of products where Intercom is embedded into a dense UI, and would directly address user feedback that “the chat gets in the way while I’m trying to work.”

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    Forum|Forum|2 months ago
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    Lizzie BurnsNew Participant

    Allow a setting to suppress link preview images on Help Center articlesSubmitted

    There is currently no way to prevent the og:image tag from being populated on Help Center article pages. Customers and internal teams sharing article links in Slack see large, disruptive full-width image previews. We'd like the ability to leave og:image empty so links unfurl with text onNote: Favicon incorrectly used as og:image on Help Center article pages following mid-May 2026 rebrand from Intercom to Fin. Prior to mid-May 2026, Help Center article URLs shared in Slack unfurled with just a title and description—no image. Following Intercom's rebrand to Fin, article pages now populate og:image with the favicon, causing large full-width image previews in Slack. This appears to be a regression caused by a change on Intercom's end, not a configuration change on our end.

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    Forum|Forum|2 months ago
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    Kaz ShepherdNew Participant

    Allow Fin Recommendations to Consider All ResourcesSubmitted

    Currently, it appears that the Recommendations tool within Fin > Analyze only considers Snippets and public articles (i.e. public synced webpages), but not internal articles. We hold many of our Fin resources as synced Guru pages, which are considered internal articles, so the recommended snippets are not able to consider what already exists there. The Recommendations tool would be so much more useful if it considered all of what Fin can actually use when constructing answers.Here’s what Fin shared with me when I asked why internal articles weren’t showing - thanks for considering!Internal articles that are accessible to Fin are not used when generating the recommendations in Fin > Analyze. Recommendations are generated by comparing failed Fin responses to successful human replies, and they’re only generated from your public articles and snippets (not internal articles). That’s why you’ll only see Snippets as “related content” in those recommendations, even if you’ve enabled internal articles for Fin to use in answers.

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    Forum|Forum|2 months ago
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    Sarah ElyafiNew Participant

    Fin Ai exportSubmitted

    Improvment : export a single consolidated list including all your escalation guidance and all your escalation rules from the interface

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    Forum|Forum|2 months ago
    Siobhan
    SiobhanNew Participant

    Allow additional editing of text when updating articles using OperatorSubmitted

    At the moment, when using Operator to update article content, it would be great to have the ability to be able to edit additional sections of the article. Often when reading through the change proposals, I spot additional elements that require small updates, but I have to deal with that separately afterwards in the article editor. Having the ability to make these additional changes within the existing flow in Operator would be ideal.

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    Siobhan
    Forum|Forum|2 months ago
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    Zenamu TeamNew Participant

    Auto-translate option for bulk (broadcast) messagesSubmitted

    Hi Intercom team, we’d love to see an auto-translate option for bulk (broadcast) messages, so one message can be automatically sent in each recipient’s language. This would be a huge time saver for multilingual outreach. We can manually set )or better with API) set the language to each customer. Thanks for considering it.

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    Forum|Forum|2 months ago
    Pamela Van Gasse
    Pamela Van GasseActive User

    Assign only teammates that are part of the team inboxSubmitted

    At this time, when a conversation or ticket is assigned to a certain team inbox, each available teammate can be assigned to the conversation or ticket.When a team inbox is assigned to a conversation or ticket, it makes more sense that only the teammates that are a part of that inbox, can be selected to be assigned to the conversation or ticket.Ideally a configuration option would exist to decide which behavior is best suited for your environment.

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    Forum|Forum|2 months ago
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    Julian BurkeNew Participant

    Feature Request | Custom IP Options for VIP ClientsSubmitted

    High volume Intercom clients should have options for custom IP handling to avoid message delivery failures. From current documentation it seems Intercom recycles a pool of IPs. Some of those recycled IPs get marked as spam, and that can cause spam systems to interrupt normal email communications even with long established customers. “Russian Roulette” is not a viable business strategy.

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    Forum|Forum|2 months ago
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    Julian BurkeNew Participant

    Feature Request| Conversation Event Log API exposureSubmitted

    Conversation event logs need to have the ability to be pulled via API. 

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    Forum|Forum|2 months ago
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    Hannah WangNew Participant

    Last In First Out (LIFO) Conversation AssignmentSubmitted

    We are looking for a way to implement Last In First Out (LIFO) assignment in our workload management settings. Currently, all the conversation sorting attributes (Conversation priority, Waiting since, SLA, Started at, and Team inboxes priority) are set up for First In First Out (FIFO) assignment, and there is no way to reverse the order to LIFO. It would be great to have the ability to set LIFO assignment across channels via Intercom’s conversation sorting attributes.

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    Forum|Forum|2 months ago
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    Dallan KoyleActive User

    Allow Multi Channel Communication in a single ticketSubmitted

    I’d like to submit a feature request that would significantly improve our team’s workflow and customer experience.Currently, we often need to communicate with customers across multiple channels during the lifecycle of a single issue. For example, we use SMS for real-time communication, but rely on email when requesting or receiving attachments such as DOCX, XLSX, PDF, or JPEG files.At the moment, these interactions are separated, which makes it difficult to maintain a unified view of the conversation. We would greatly benefit from the ability to support multiple channel conversation threads—both customer-facing and back-office—within a single ticket.Ideally, this would allow:SMS conversations for quick, real-time communication Email threads for document exchange and longer-form communication All interactions to be linked and visible within one unified ticket viewThis capability would help our team stay organized, reduce context switching, and provide a more seamless experience for our customers.Thank you for considering this request. We’d be happy to provide additional context or participate in feedback sessions if helpful.  

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    Forum|Forum|2 months ago
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    Milasin PetrovicNew Participant

    Workflows during a conversation: Add action "set ticket state"Submitted

    Hello, For workflows using “During a conversation” such as the triggers “Customer sends any message” or “Teammate sends any message” we cannot change the state of the ticket.  The goals would be: When Teammate answers to a ticket with the submitted status, change the state to “In progress”. When customer answer to a ticket with the resolved status, change the state to “Submitted”.

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    Forum|Forum|2 months ago
    Roy
    Top Expert ✨
    RoyTop Expert ✨

    Dynamic UI Previews: Generating Ephemeral App Experiences from API Responses in Fin FlowsSubmitted

    ⚠️ Problem StatementCurrently, when a Procedure Builder configures a flow to fetch external data (e.g., retrieving a list of recent orders, linked accounts, or purchased products via an API), the experience often breaks continuity. After the data is fetched, Fin has to ask the user to manually type out the specific order number or product name into a blank text input. This manual transcription introduces friction, increases the margin for user error, and degrades the premium "app-like" messenger experience. ✅ Proposed Solution / Feature ConceptIntroduce an automated, temporary messenger app experience generated dynamically from API payloads. Instead of returning raw text or forcing a manual text reply, Fin should leverage an ephemeral UI component (a "Preview App") directly inside the messenger canvas.When an API response returns an array or an object collection, the Procedure Builder should be able to map those objects to interactive UI elements. The customer can then simply click/tap their selection from the visual response to advance the flow. 🛠️ Example Use Case / Flow Step 1: Fin initiates a backend check: "Display all orders for this customer." Current State: Fin lists the text or drops a blank input box: "Please type the order ID you are referring to." Proposed State: Fin renders an interactive list/carousel card component showing the last 3 orders (Order #, Date, Total). Step 2: The customer clicks the specific order card. Step 3: Fin instantly updates the context and moves to the next interactive picker: "Which product from this order are you referring to?" (Renders clickable Product Items).

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    Roy
    Top Expert ✨
    Forum|Forum|2 months ago
    Matej Bosnjak
    Matej BosnjakNew Participant

    Feature Request: Folder / Collection Structure for Intercom Audiences (Segments)Submitted

    Hi everyone!  SummaryWe are building a structured segmentation system covering 8 countries × 6 license tiers × up to 7 roles per tier, plus driver, EMS, and product-specific sub-segments. This will result in 150–200+ audience segments in Intercom.At this scale, the flat list view of the Segments section becomes unmanageable. We are requesting a folder or collection structure for audience segments to enable organised navigation and team usability.Problem Intercom Segments currently exist in a single flat list with no grouping or hierarchy. With 150–200+ segments, finding the right audience requires scrolling or searching every time. There is no way to visually distinguish between segment types (e.g. country-based CPO segments vs. driver segments vs. product segments). This makes it difficult for support agents, Fin AI configuration owners, and CS managers to confidently navigate, audit, or update the correct segment. Onboarding new team members to the segmentation system becomes significantly harder without clear visual structure. Requested FeatureIntroduce folders or collections for the Segments section, allowing users to: Create named folders (e.g. 🇩🇪 Germany, 🇧🇪 Belgium, Business, Pro, Enterprise) Assign segments to folders — either at creation or via drag-and-drop / bulk assignment Expand / collapse folders in the sidebar or segment list view Nest segments logically without changing their underlying rules or behaviour Example StructureCopy📁 Germany (DEU) ├── DEU — Pro — Fleet Admin ├── DEU — Pro — Fleet Manager ├── DEU — Business — Finance Manager └── ...📁 Belgium (BEL) ├── BEL — Pro — Fleet Admin └── ...📁 Drivers ├── CC@home — Driver — Manual ├── CC@home — Driver — Automatic └── Reg. driver — no platform access📁 EMS ├── EMS — Dynamic (System Users) └── EMS — Static (Drivers)📁 Legacy (Wind-down) ├── All — Basic └── All — CompactImpact Area Current With Folders Segment navigation Scroll through 150+ flat entries Expand relevant folder, find segment instantly Fin AI configuration Error-prone — easy to select wrong segment Clear grouping reduces misconfiguration risk Team onboarding Requires tribal knowledge Self-explanatory structure Segment auditing Manual scan of full list Folder-level review Priority / Urgency We are actively building this segmentation system now and will reach 150+ segments within the next quarter. Without folder support, we may need to delay segment creation or work around the limitation with inconsistent naming conventions alone. This feature would benefit any Intercom customer operating at scale across multiple regions, products, or customer types. Workaround Currently UsedStrict naming conventions ({COUNTRY} — {Plan} — {Role}) allow alphabetical sorting to group segments loosely by country. However, this does not solve the navigation problem for cross-cutting segment types (drivers, EMS, product-specific) and is not intuitive for new team members.Additional Notes We would also welcome a search/filter bar within the Segments list as a lighter alternative or complement. A tagging system for segments (similar to Intercom tags on conversations) could achieve a similar result and may be simpler to implement.  

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    Matej Bosnjak
    Forum|Forum|2 months ago
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    David MillershipNew Participant

    Make workflow exports diagram-friendly by linking mid_path_action steps to their action detailsSubmitted

    When exporting workflows, some steps appear as mid_path_action and their actual behavior (tagging, assigning, etc.) is stored in embedded_rules. This makes it impossible to automatically generate accurate workflow diagrams (e.g., Mermaid) from the export, because there’s no reliable mapping between the step and what it does. Please add a clear link or identifier in the export so each mid_path_action can be matched to its corresponding embedded_rules action, so diagrams can be generated without manual UI inspection.

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    Forum|Forum|2 months ago
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    Helena BjörkengrenNew Participant

    Show only teammates assigned to the current brand in the Messenger team profileSubmitted

    From Fin: “The three teammates shown in the red ring (the Messenger team profile) are picked automatically, and you can’t select which three appear or narrow them down to a specific brand or team.The only way to influence who shows up is to send a test message via the Messenger and have the teammate you want to represent that brand be the first to reply.So if you’re seeing teammates from the wrong brand in the red ring, there isn’t a setting to fix that right now - it’s a known limitation.”This known limitation is really impacting the brand experience. You can’t expect us to want to mix brands within the same workspace. This is not the first time that the multibrand experience within the same workspace isn’t working properly. This is just a small thing but it’s the details that makes the difference. Thank you. 

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

    Customizable AI Summaries for Inbound CallsSubmitted

    We would like more control over what is presented in the AI Summary for inbound phone calls.Today, the AI Summary for inbound calls is automatically generated and cannot be customized. It would be very valuable if admins could influence or enrich the generated summary based on captured attributes during the call.Example use cases:Identification number Store number Customer ID Order number Selected menu option / routing pathIf these attributes are captured during the conversation or workflow, it would be extremely helpful to:Include them automatically in the AI Summary Control how they are formatted/presented Prioritize important operational data at the top of the summaryExample:“Customer called regarding invoice issue. Store number: 12345678. Routed via Billing queue.”This would make inbound call summaries much more actionable for support teams and reduce the need to manually listen back to calls or search for key identifiers.

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    Henrik R
    Forum|Forum|2 months ago
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    James BNew Participant

    Automatic Article TranslationsSubmitted

    Add the ability to automatically translate articles for different locales.

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    Forum|Forum|2 months ago
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    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.

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    Forum|Forum|2 months ago
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    Patrice ChatmanNew Participant

    Please remove the grey text suggestions and previous conversation context in the inboxSubmitted

    This is BEYOND annoying and is risky for new agents who may not delete it before adding their reply. 

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    Forum|Forum|2 months ago
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    Karyna KuznietsovaNew Participant

    Separate view for notes in conversationsSubmitted

    Currently, notes are getting buried in the conversation, making it almost impossible to get internal context in the long-running requests. Having an option to view notes separately in the conversation or as an app in the right sidebar would be a great improvement for teams with complex requests that take time and may involve multiple agents. 

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    Forum|Forum|2 months ago
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    Daniel F12New Participant

    Additional Toll Free Number support for Intercom Phones in other countriesSubmitted

    We currently need more support for regions across the board for Intercom Phones. This is holding up our entire transition from our current Five9 telco system to Intercom’s Phone system as we also have TFNs in various countries that are not currently supported by Intercom (backed by Twilio). This is a HUGE roadblock for us to legitimately use and leverage Intercom Phones effectively for regions outside of support with a HUGE technical customer population (e.g. India, Singapore, etc).  As a tech company with international customers abroad in all regions and dozens of countries, the ability to not support major Tech hubs such as Singapore, India, UAE, Brazil and others is an incredible gap. This causes us to have two separate workflows for supported and non-supported countries. This is not ideal for any company who has customers in large technical user regions like the latter countries mentioned. Please work with Twilio to expand region and country support for various other countries abroad. This is kind of mind boggling that Intercom, a widely used international support platform, does not support the largest tech hub regions on the planet. 

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    Forum|Forum|2 months ago
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    Heidi ChenNew Participant

    Ability to save email draft in composerSubmitted

    I often provide extensive analysis with formatting in the email reply (composer) to clients, but in the event that I get logged out of Intercom, I lose everything I’ve put together, which can be hours of work lost. Is there a way to auto-save what we’ve composed in the email reply?

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    Forum|Forum|2 months ago
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    Tim FremuthNew Participant

    Show "Expand window" directly instead of hiding it in the three-dot menuSubmitted

    Hi everyone,We love using Intercom, but we notice our users frequently struggling with a specific UI element when dealing with complex support cases.Currently, the "Expand window" option is hidden inside the three-dot ellipsis menu in the messenger. Since that menu literally only contains this one single option, hiding it feels like an unnecessary extra click.Why this matters: Discoverability: We handle highly complex cases with long conversation histories. When we show our customers that they can expand the window, they absolutely love it. However, almost nobody finds it on their own because it’s tucked away. User Experience: Hiding a single, highly useful action behind a dropdown menu reduces efficiency for users who need a larger workspace to read through technical instructions or long logs. Easy Fix: Since there are no other items in that menu, replacing the three dots with the direct "Expand window" icon/button would be a massive quality-of-life improvement for end-users, requiring minimal development effort. It would be awesome to see this UI tweak implemented to make long conversations much easier to navigate from the get-go! 

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    Forum|Forum|2 months ago
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    Cézi AnselminiNew Participant

    Acompanhamento do FIN nas conversasSubmitted

    Gostaria de sugerir uma evolução para o FIN voltada ao acompanhamento da qualidade das tratativas humanas durante os atendimentos.A ideia é que o FIN consiga atuar de forma semelhante a um CX Analyst em tempo real, analisando a interação entre cliente e analista ao longo da conversa.Funcionalidades sugeridasMonitorar se todas as perguntas realizadas pelo cliente foram devidamente respondidas pelo analista; Notificar o analista em tempo real quando identificar alguma pergunta pendente ou informação não respondida; Avaliar a qualidade da tratativa com base no contexto da conversa; Identificar o sentimento/emocional do cliente durante o atendimento (positivo, neutro ou negativo); Sinalizar para o analista se o atendimento está caminhando para uma experiência ruim, boa ou excelente; Gerar insights sobre empatia, clareza na comunicação e nível de satisfação percebida do cliente.ObjetivoO principal objetivo seria apoiar os analistas durante o atendimento, reduzindo falhas de comunicação, aumentando a qualidade das respostas e ajudando a melhorar a experiência do cliente em tempo real — não apenas após o encerramento da conversa.Isso permitiria uma atuação mais proativa do suporte, além de contribuir diretamente para indicadores como CSAT, tempo de resolução e satisfação geral do cliente.

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    Forum|Forum|2 months ago

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