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    torch0395New Participant

    Localized Help Center article support in Intercom’s MCP serverSubmitted

    We use Intercom’s official remote MCP server (https://mcp.intercom.com/mcp) to maintain Help Center content through an AI assistant.The current article tools can list, retrieve, create, and update an article’s default English content, but they do not expose the localized versions attached to that article. For example, our articles have separate es and es-US versions, which we still have to maintain manually.It would be helpful if the MCP article tools could: List the locales available for an article. Retrieve an article in a specified locale. Create or update the title, description, and body for a specified locale. Preserve the default English article when updating a translation. Clearly indicate when a requested translation does not exist. Our use case is maintaining a bilingual knowledge base that powers Intercom’s AI support assistant. We can currently keep the English sources updated through MCP, but the Spanish versions quickly become outdated because they require separate manual edits.Intercom already supports localized Help Center content, so exposing that content through the official MCP server would make multilingual knowledge-base maintenance much more reliable and scalable.

    0
    3 months ago
    Jonatan Marinho ElstnerNew Participant

    Bring AI Writing Assistance to Macros and ArticlesSubmitted

    Intercom already offers excellent AI writing tools in the Inbox composer, such as Fix grammar and spelling, making it much easier to create professional and polished replies.It would be extremely valuable to have these same AI capabilities available when creating and editing Macros and Articles.Suggested AI actions could include:Fix grammar and spelling Improve writing clarity Rewrite text with a different tone (friendly, professional, concise, etc.) Simplify or expand content Improve readability while preserving the original meaningToday, the only workaround is to write the content in the Inbox composer, apply the AI improvements, and then copy it back into the Macro or Article editor. This interrupts the workflow and makes maintaining knowledge base content and reusable responses less efficient.Since Macros and Articles are often the source of customer communication, having the same AI writing assistant available there would:Save time for support teams. Improve the consistency and quality of documentation. Reduce grammar and spelling mistakes. Encourage teams to keep their knowledge base and macros up to date. Provide a consistent AI experience across the entire Intercom platform.This feels like a natural extension of the AI features that already exist and would significantly improve the content creation experience.

    0
    3 months ago
    Product ManagementNew Participant

    Condition based content blocks within an Article to support Multiple Help Centres & Targeted audiencesSubmitted

    Problem Statement:As an enterprise organisation that supports multiple white label solutions, we have a large collection of articles in our legacy help centre that supports our direct and white label customers.  We are in the process of migrating this content over to Intercom and leveraging the Multi Help Center feature. However, we have found that we may have to have 10 or more articles on the same subject matter but may vary slightly due to various reasons so as to not only support our direct customers but our white label ones too. This potentially is a content management nightmare. 😫 Driving Motivation:Is to not have 10 or more duplicates of the same article that cater for a different White Label audience(s), especially in our case where we would roll out a new feature to our direct customers first and then onto our white labels at a later stage or not at all, this can vary.  Ongoing maintenance of said content would be time consuming and resource intensive. Idea/Feature Request:We think, it would be highly beneficial to have conditional content blocks as a new component within an article which when placed on the page could have a targeted audience by setting an audience rule.Once a conditional content block is placed on the page in edit mode we can then place any of the other article component within that conditional content block like Insert an Image, Embed a video, insert a div or call out etc.We then set the targeted audience on that block using the same audience filter rules as you would use when setting up any pro active outbound campaign. (i.e. be able to set the audience based on user or company attributes etc). Additionally, the article would still respect the targeted audience as set via article settings (Visitors, Leads, Users), then at the content level with the conditional block in-line and one ore more article components set in it (i.e. a picture or paragraph of text), we can then set and specify a target audience with audience rules filters / segment creation.Multiple audience rules can be set per conditional content block using AND/OR conditions along with all the operators (is, is not, contains, greater or less than etc) that are used with user or company attributes.Design:Proposed element that allows for conditional content blocks within an articleThanksRuairí

    8
    3 months ago
    Melanie ChezeauNew Participant

    Reusable workflowSubmitted

    I would like to see an improvement to the product. Currently, when I want to trigger a quick action via the lightning bolt icon and select "trigger a reusable workflow," the scrollable list is very short; I have to start typing the first word of the action I am looking for.Would it be possible to extend the list of suggestions—which is currently limited to 10 items—or to choose which 10 actions appear in the list?

    0
    3 months ago
    Madeleine AcevedoNew Participant

    Pagination for search resultsSubmitted

    There are currently only 10 search results when a keyword is entered in a help center. This is very limiting and not very good practice. I’m not sure how Intercom determines what is most relevant since it’s either title, body, or description that’s considered, and the keyword could appear in more than 10 results. Pagination and better search functionality should be available. Also, giving customers the ability to customize code on the backend. And also giving us a test environment where we can make changes to the help center before pushing it live.  

    0
    3 months ago
    Mesrop MinasyanNew Participant

    Request for Armenian Language Support in Intercom Help CenterSubmitted

    Hello Intercom Team,I am writing to request the addition of Armenian as a supported language in the Intercom Help Center. As the founder and CEO of Name.am, Armenia's leading domain and hosting provider, we serve over 20,000 Armenian-speaking users and use Intercom's Advanced package with an annual contract.Our audience is primarily from Armenia, and the absence of Armenian language support in the Help Center has been a significant barrier. Many Armenian startups, including ours, actively use Intercom, and providing support articles in Armenian would greatly enhance our customer experience.I understand that Intercom already supports a wide range of languages, some of which might not be as actively used. Adding Armenian would not require too much effort from the Intercom team, and I am ready to assist by translating the necessary language files into Armenian.For more information about the Armenian language, you can refer to this [Wikipedia article](https://en.wikipedia.org/wiki/Armenian_language).Thank you for considering this request. We believe that adding Armenian language support will benefit many users and startups in Armenia who rely on Intercom for their customer support needs.Best regards,Mesrop Minasyan  Founder & CEO, Name.am 

    3
    3 months ago
    James MillerConnector

    Allow a custom URL to be used on the logoSubmitted

    Hi,I’m requesting a feature to allow a custom URL to be used on the logo link in the header. It seems it’s not possible to customize this URL and it’s set to what the helpcentre URL is, this is fine for most cases, however the ability to have this basic functionality would be great so we can link back to our homepage using our logo, rather than add a text link. Thanks.

    1
    3 months ago
    Marco BernardNew Participant

    Let Fin answer directly from the Help Center search barSubmitted

    In the standalone (hosted) Help Center, the search bar currently only returns a list of matching articles. Fin lives separately in the Messenger widget in the bottom corner. The problem is that the search bar is the most prominent element on the page — it's the first thing a user reaches for when they have a question — but it hands them a link list instead of an answer. Fin, the thing actually built to answer questions, sits in a spot that's easy to miss.The request: when a user searches, Fin should respond conversationally inline — an AI answer grounded in the Help Center content, with linked sources — either replacing or sitting above the raw article results. In other words, make the search bar itself the entry point to Fin, since that's where user intent already lands.Why this matters:It meets users where they already are. Search is the first interaction; routing that intent straight to Fin is the shortest path to an answer. Higher self-serve resolution before a conversation is ever opened, which is exactly what the Fin content investment is meant to pay off. The corner widget has low discoverability on a full-page Help Center. The search bar is the natural focal point and gets far more attention.Ideally this would be a toggle at the Help Center level (Fin-powered search on/off), so teams can opt in without losing the classic article-search fallback.

    3
    3 months ago
    Yonnie KweonNew Participant

    Is there some way to make sure changes in reports are auto saved?Submitted

    It’s happened too many times where we’ve lost hours because the tab was reloaded or closed without having saved first.Would be so nice if everything was auto saved but not “published” until we hit the button.

    0
    3 months ago
    Intercom Team
    Ebenezer.LaleyeIntercom Team

    Auto-close replies for one specific outbound WhatsApp message and all Workflows to branch on a specific outbound message IDSubmitted

    Customer send a number of outbound notification messages where no agent response is expected. However, many of these conversations remain open because customers reply with simple messages like "Thanks" or 👍.

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    Intercom Team
    3 months ago
    Jenna KNew Participant

    Native Reason for OutreachSubmitted

    Fin needs a structured requirement for reps to record why a trader reached out and how the conversation ended. Right now we get free text notes and optional tags. That creates inconsistent data, unreliable reporting, and no stable labels for QA or automation.Other platforms already treat this as a standard part of support operations. Zendesk and Salesforce both require a reason and a resolution before a ticket can be closed. Those fields feed directly into reporting and give teams consistent data they can actually use. Fin should offer the same capability.What we need is straightforward. A native reason field that captures why the trader contacted us. A native resolution field that captures how the issue was handled. Both should be required before a conversation can be closed. Both should use admin defined options so the taxonomy stays consistent. Both should roll into reporting without custom work.This gives managers clean volume and resolution data. It gives reps a predictable close process. And it gives Windy and Fin the labeled examples needed to classify conversations automatically, improve routing, and strengthen QA.This is the missing piece that unlocks consistent operational data and better automation.

    0
    3 months ago
    LouiseKleinConnector

    "Las activity" view but with Last Message insteadSubmitted

    We should add a timestamp view that reflects the last message sent or received in the conversation, independent of any automated system activity.Right now, when the inbox is set to “last activity”, the timestamp includes all automated actions performed by the bot. This makes it look like the conversation was active more recently than it actually was. For example, a ticket may show activity from 4 days ago because of bot automation, even though the last real message was 7 days ago. This creates confusion when trying to understand how long it’s been since the user or agent actually communicated.We would like to add a new display option in the inbox (or adapt “last activity”) so we can view the timestamp of the most recent human message (sent or received), ignoring automated events. This would help the team quickly understand true message recency and prioritize conversations more accurately. 

    2
    3 months ago
    Chris CammarataNew Participant

    Allow grouping of simulations for regression testing proceduresSubmitted

    We've started using simulations more as a way to regression test our procedures. Every time we make edits (adding guidance, removing edge-case handling, tightening up logic, etc.), we go back and re-run the simulations that are relevant to that procedure to make sure nothing broke in the process.The problem is there's currently no way to organize or categorize simulations by what they're actually testing. As we build out more and more of them, it's getting really hard to know at a glance what's already covered for a given procedure, which ones we should be re-running after a specific edit, or whether a simulation even exists for the scenario we're trying to test. Right now we're stuck scrolling through one long undifferentiated list, and more than once we've ended up recreating a simulation that already existed simply because we couldn't find it.The ask: let us group simulations into folders within the sidebar where the current suite of simulations lives (the Simulations tab in the procedure's testing panel). Ideally these folders would be tied to a specific procedure or issue. This would let us:See at a glance what's covered/tested for a given procedure without having to hunt through the full list Quickly pull up and re-run the right batch of simulations whenever we edit that procedure, or just run the full suite for that group in one go Stop recreating duplicate simulations because we couldn't locate the one we already hadA couple of things that would make this even more useful:Auto-suggested folder placement based on which procedure a simulation was created under, since that context already exists at creation time, rather than having to manually file every simulation ourselves Last-run status and timestamp visible at the folder level, so we can tell at a glance which simulations are already verified against the latest edit vs. stale, without opening each one individuallyThis would also help us stay within our daily usage limits. Right now, not being able to find and reuse existing simulations means we end up spinning up new ones more often than we need to, which burns through our daily allotment faster than it should. Being able to see status at a glance would cut down on that further, since we wouldn't need to re-run something just to check if it's already been verified.We've been finding simulations more and more valuable for this kind of ongoing regression testing as our procedures get more complex, so anything that makes them easier to manage and reuse would go a long way. Bulk actions (archiving or deleting superseded simulations) would also be a nice addition down the line, since one-off tests tend to pile up as procedures evolve.

    0
    3 months ago
    Yonnie KweonNew Participant

    Customise quick links by teamSubmitted

    Hi! our teams often require completely different links so it would be great to be able to add quick links by team, or if this can’t work because a teammate can be in multiple teams, by role would also work

    2
    3 months ago
    XavierNew Participant

    Filter outbound by state: split Live and Sent statesSubmitted

    In order to be able to manage my outbound messages better, it would be extremely helpful if there was a way to correctly filter by State.Currently, if I filter by State "Live", this encompasses both the outbound messages with state "Live" and those with state "Sent". However, the Sent ones are historical and I cannot change anything about them anymore. I have more than 870 messages like that in our account (historical errors).However, I only care about the ones that are being sent to customers right now. This is not possible with the current filters. Distinguishing between the "Live" and "Sent" states would fix this. 

    1
    3 months ago
    AchiniNew Participant

    Feature Request : Support for Multiple Webhooks per WorkspaceSubmitted

    Currently, a single Intercom app can only be configured with one webhook endpoint. This becomes a significant limitation for organizations that operate across multiple environments and regions.In our case, we run live instances in both the US and EU regions, plus separate Staging and UAT environments — four environments in total, each needing its own webhook endpoint to receive and process Intercom conversation events (we feed conversation attributes back into our systems via webhook data).Since only one webhook can be plugged into an app, the current workaround is to create four separate Intercom apps, one per environment/region. This is difficult to maintain: any configuration change has to be manually repeated across all four apps, which is time-consuming and error-prone, and increases the risk of inconsistent setups between environments.This is a common pattern for SaaS products that maintain multiple environments (e.g., UAT, Production) across multiple regions (e.g., US, EU). Requiring a separate app per environment/region just to support multiple webhooks adds unnecessary operational overhead.Requested functionality:Support for multiple webhook endpoints within a single Intercom app, so that one app can route events to different endpoints (e.g., one per environment or region) without needing to duplicate the entire app setup.We are currently blocked by this limitation and would appreciate knowing if this capability is already planned, or if not, that it be considered given how common this multi-region/multi-environment setup is for enterprise customers

    0
    3 months ago
    Julian BurkeNew Participant

    Feature Request | Distinguish "Agent Missed" from UI Delivery Failures in Phone LogsSubmitted

    Right now, if an incoming call routes to an agent but the UI popup fails to render on their screen (due to a glitch, loading error, etc.), Intercom logs the event as "Missed."While technically true that the call wasn't answered, labeling it "Missed" unfairly penalizes agent performance metrics. It makes it look like the agent ignored the call, when they literally never had the chance to click or decline it.Solution: Introduce a 3rd status—like "Undelivered" or "System Timeout"—specifically for when a call event logs but the agent UI buttons were never actually rendered or interacted with.Why it matters: This keeps agent behavior analytics accurate and helps support managers separate actual human behavior from technical/UI delivery issues.

    0
    3 months ago
    Nikki McLaughlin
    Nikki McLaughlinActive User

    Conversation Attribute ManagementSubmitted

     I manage Intercom across 10+ brands, and conversation attribute management is one of the most challenging administrative areas. Below are several enhancements that would significantly improve usability, governance, and reporting capabilities.1. Add Filtering CapabilitiesProvide the ability to filter attributes based on criteria such as: Custom Attribute (We use custom attribute PRODUCT across all brands) Usage status API-created vs. manually created attributes Workflow dependencies This would make it much easier to locate and manage attributes at scale.2. Add Export FunctionalityAllow administrators to export attribute metadata for documentation, audits, cleanup projects, and cross-team collaboration. 3. Add Attribute ReportingCreate a reporting experience that provides visibility into attribute usage and health.Suggested report features: List of all current attributes with filtering capabilities Usage metrics to identify underutilized or unused attributes Number of options per attribute (e.g., a dropdown field contains 34 options) Visibility settings Last updated date Workflow dependencies This would help teams identify opportunities for consolidation and cleanup. 4. Customizable ColumnsThe current "Type" column is not particularly useful for my workflow.Instead, allow administrators to Show/hide/reorder columns  This would create a more flexible management experience. 5. Improve Attribute Consolidation & Historical Data PreservationWhen consolidating attributes, administrators often need to rename and merge existing fields.When deleting an attribute, Intercom should prompt:"Would you like to migrate historical data to another attribute?" This would preserve reporting continuity and historical metrics. Currently, archiving or deleting attributes can negatively impact historical reporting and trend analysis. 6. Improve Visibility InformationThe "Visible To" field should be hoverable so administrators can quickly see all inboxes where an attribute is exposed without having to open the edit screen.This would save significant time when auditing attribute visibility across multiple teams and brands. 7. Indicate Workflow DependenciesSimilar to the Data Connectors experience, attributes should clearly indicate where they are being used.Examples: "Used by 3 workflows" "Used by 2 Fins automations" "Used by 1 outbound campaign" This would help prevent accidental changes to attributes that are actively powering automation. 

    1
    3 months ago
    triplogjamesNew Participant

    Add mentions to dataset exportSubmitted

    Would like to be able to export the mentions that include employees mentioning other employees in their notes so we can see our support leads responses.

    0
    3 months ago
    Daniel Acevedo
    Daniel AcevedoNew Participant

    Allow admins to customise conversation event visibility by teamSubmitted

    Conversation events in the Inbox are currently very cluttered, especially when a conversation has several workflow actions running in the background. Many teams do not need to see every workflow trigger or backend event. In most cases, frontline teams only need the key events, such as who the conversation was assigned to, when it was reassigned and who closed it.It would be really useful to have a setting similar to the sidebar layout, but for conversation events. Admins could choose which event types are visible for each team or role, for example:- Assignment and reassignment- Conversation opened, snoozed or closed- Teammate who closed the conversation- Workflow triggers and actions- SLA or routing events- Other backend or system eventsAdmins should still be able to see every event, and the same visibility could be enabled for teams that work on workflows, reporting or other backend processes. Frontline teams could then have a much cleaner view with only the events relevant to their day-to-day work.Ideally, this could be managed per team, with a workspace default as a fallback. This would make conversations easier to follow, reduce noise in the Inbox and help each team focus on the information they actually need.

    0
    Daniel Acevedo
    3 months ago
    Nikki McLaughlin
    Nikki McLaughlinActive User

    Add LOCK Button to Testing Fin FeatureSubmitted

    First, I absolutely LOVE that we can test Fin before implementing changes in Production. This feature has been incredibly valuable and has made us much more confident in the quality of what we're deploying.One enhancement that would make the testing workflow even better would be the ability to lock completed test results.We've gone from training one or two people to training multiple support teams across two products. As a multi-brand company, we frequently update audiences and rerun answers during testing. The challenge is that if a batch has already been graded and comments have been added, rerunning the answers wipes out all of that work.A simple Lock/Unlock option for completed batches would help preserve grading and comments while still allowing teams to intentionally unlock a batch if they need to rerun or regrade it. I think this would be especially valuable for organizations that have multiple teams collaborating on testing.I also wanted to mention what appears to be a performance issue with the testing workspace.Even when working by myself, I noticed the server struggling to keep up after uploading eight batches. Yesterday, we had six team members testing simultaneously, and the grading functionality stopped working altogether—we could no longer mark responses as Good, Acceptable, or Poor, nor could we add comments. By this morning, everything was working normally again.For now, I'm planning to have our team stagger their testing sessions, but it may be worth investigating whether there are concurrency or capacity limitations in the testing environment. As more customers begin using the testing feature with larger teams, I could see this becoming a common challenge.Overall, we're really excited about this feature. These are just a couple of improvements that I think would make an already great testing experience even better.

    0
    Nikki McLaughlin
    3 months ago
    Nikolas HallstromNew Participant

    Separate notification for when a conversation/ticket is assigned to meSubmitted

    Right now, assignment desktop/mobile/email notifications are bundled with general conversation activity notifications. It would be helpful to have a separate notification specifically for when a conversation is assigned to me.This would improve visibility so teammates can immediately see when they’ve been assigned a new conversation without needing to be @mentioned in every case. A standalone “conversation assigned to me” notification would make assignment alerts clearer and more intentional.

    0
    3 months ago
    Venn VillanuevaNew Participant

    Add channel feature on All conversations tab and on SearchSubmitted

    It would be great if we can have a channel filter in All conversation tab or on Search as it allows the Admins and Team leads to filter conversations for each channel types.

    0
    3 months ago
    Venn VillanuevaNew Participant

    Add Brand name on default subject in Phone conversationsSubmitted

    Currently, when agents sends an email to the customer from Phone conversation, the subject line is defaulted to Re: Inbound phone call and there’s no way to edit that. It’s either we’ll have the ability to change the conversation channel from Phone to Email as posted here: https://community.intercom.com/ideas/the-ability-to-manually-change-the-conversation-channel-7503 Or add the Brand name on the default subject line, so it would be like this instead. Re: Inbound Phone call with XYZ Brand. Ideally, there’s also a 3rd option, which is to have the ability to set the Subject line on Phone conversation since we have the built-in Subject field in place. 

    0
    3 months ago
    Venn VillanuevaNew Participant

    Display Channel Badge Beside Customer Name in InboxSubmitted

    It would be helpful to display a channel badge (e.g., Phone, Email, SMS, WhatsApp) beside the customer's name in the Inbox conversation list. This would allow agents to instantly identify the conversation channel without opening the conversation, making triaging faster and more efficient for omni-channel support teams. SampleThe icon should reflect the channel used to initiate the conversation, such as:📞 Phone ✉️ Email 💬 SMS 🟢 WhatsApp 💻 Messenger 🌐 Web ChatWhy This Would Help?This small UI improvement would make a significant difference for teams handling omnichannel support.Benefits include:Instantly identify the conversation channel Faster triaging Fewer unnecessary clicks Easier prioritization (for example, phone interactions) Better visibility in shared inboxes Improved efficiency for high-volume support teamsSince Intercom already knows the conversation channel internally, surfacing that metadata in the Inbox would greatly improve usability without changing existing workflows.

    0
    3 months ago
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