Product Wishlist | Community
Skip to main content

Your Guide to Joining the Beta Group & Navigating the Product Wishlist

Join the Beta Group 🎉 You can now join the Beta Group and get exclusive early access to product betas, share feedback and contribute to shaping the In...

    Idea Pipeline

    Filter by idea status

    Browse by category

    3479 Ideas

    Back to top of the list
    Ana BahrConnector

    Find an article by article IDSubmitted

    We have a fairly large set of Help Center and Training docs. There are times when it would be helpful to be able to search Intercom for content based on the article ID in the URL. Today, I had a colleague suggest changes to an existing article, and because both training and the help center had similarly named articles, I had trouble finding the correct one. 

    0
    3 months ago
    Joel HanleyNew Participant

    Better Salesforce App Login IntegrationSubmitted

    There are times where we need to logout and back into our Salesforce integration. We have not been able to find a way to do this with the in product app without uninstalling and reinstalling. This also means having to reconfigure EVERYTHING. This is a bad experience. Being able to leave the settings and simply change the login/user would be a big help.

    0
    3 months ago
    Sofia MaconiNew Participant

    Monitors + Scorecards feature requestsSubmitted

    Ability to re-evaluate conversations when re-opened and re-closed. When a conversation is re-opened, it should be removed from the monitor and re-added when closed again. Making rating reasons available in reporting so we can filter on them. In addition to this, making rating reasons attached to specific rating options. For example, if I have a “Resolved” rating option, I can then attach specific reasons for the “Resolved” option like “Explicit Confirmation” and “Procedure completed” that would only be selected if the AI Scorer selected Resolved. Different rating options per scorecard on a shared criteria so we can tailor rating options to Fin or human agents accordingly. Ability to score both Fin + human agents using a single monitor + scorecard. Being able to display or filter on more attribute columns in the monitor view. Being able to see scoring details in the drill-in views from reports (instead of only from the monitors page)

    0
    3 months ago
    david lyonsNew Participant

    Add a response delay setting for Fin on all plans, including BasicSubmitted

    On the Basic plan there is no way to delay Fin's replies. No Workflows, no wait timer. It's instant response or off entirely. Simple automations offer a 2-minute delay, but only on the first Messenger message during office hours. There is no delay option for email or for ongoing conversations, which is where the clash actually happens.The problem: I'm on the phone with a customer, they email support during the call, and Fin replies before I can even start typing, sometimes contradicting what I've just agreed with them verbally. Two conflicting answers from one company. The "send a message first to claim the conversation" workaround doesn't work, Fin is always faster.This makes Basic self-defeating. With no control over when Fin engages, the rational move is to switch it off. And a customer who has turned Fin off never upgrades to Advanced for Workflows. You lose the upgrade path.The ask: a simple "wait X minutes before Fin responds" setting on all plans. If a teammate replies in that window, Fin stands down. One timer field would make Fin usable for exactly the small teams Basic is aimed at.

    0
    3 months ago
    Sam ScherNew Participant

    Don't automatically reopen resolved tickets on customer replySubmitted

    When a ticket is marked Resolved, it should remain resolved unless an agent decides it needs to be reopened. A customer replying doesn't automatically mean the original issue is unresolved. They may simply say thank you, ask where the fix was made, or ask how to use the solution. The previous behavior, where only Waiting on Customer tickets automatically returned to In Progress, more accurately reflected the status of the issue. Automatically reopening resolved tickets makes the ticket status less accurate and creates unnecessary work. This behavior should be configurable so each workspace can choose the workflow that best fits its support process.

    1
    3 months ago
    Jose DelgadoNew Participant

    Test callsSubmitted

    There should be a way to test calls to the active agents, in case they are having issues with their accessories, internet connection, etc.

    0
    3 months ago
    Zach FortinNew Participant

    Assign Fin to Chats via WorkflowsSubmitted

    We love being able to tag Fin back into a chat if needed. However, it would be great if we could also assign Fin to the chat automatically via workflows. Currently, we can assign Fin manually on a chat level, but we can’t within workflows as seen below.  This forces teammates to manually reassign Fin and trigger the reusable workflow to make sure the chat is moved back to Fin’s inbox. If not, Fin chats remain in our active, agent chat inbox. We prefer to keep these chats separate. 

    0
    3 months ago
    Nate YarbroughNew Participant

    Trigger workflow when conversation is assigned to inbox (by teammate OR workflow)Submitted

    I’d love to trigger a Workflow any time a conversation is assigned to a specific inbox, regardless of whether the assignment was done by a teammate or another Workflow.Currently, this is already possible when a teammate assigns a conversation to an in box, but not when a workflow assigns a conversation to an inbox.

    0
    3 months ago
    Ana BahrConnector

    Reorganize table rows.Submitted

    I use large tables for field definitions. In some cases I find I need to reorganize the table rows or columns after a table is created and filled in. The only way to accomplish that today is to create a new row where you need it, copy the contents of the original row to the new row, then delete the old row. In other authoring software, I have been able to drag and drop rows into a new position or right-click on a row and select “Move up” or “Move down”. It would be super helpful if you added this functionality. 

    0
    3 months ago
    Michele BossartNew Participant

    A better distinction between chats and emails and phone callsSubmitted

    We have team members who are assigned to different areas of customer inbound conversations. Some are assigned to messenger, some to phone and some to email. Please give us a better distinction on what each conversation is to help our reps prioritize their area. 

    0
    3 months ago
    Michele BossartNew Participant

    Let customers close conversations on their own in MessengerSubmitted

    We would love a way for our customers to close messages on their own.  Case in point: A customer starts a message in our software, requests a human and then decides to call in. The current chat remains open while our reps are trying to ask are you still there and waiting for the customer to respond. This takes up a spot in the reps limit and makes busy work. There is no reason a customer can’t close a chat, that I can see.Our customers are messaging us to let them close the chat as a feature request, so we’re passing it on to Fin. 😉

    0
    3 months ago
    TejasHTBNew Participant

    Dynamically notify the admin of the conversation in notesSubmitted

    It would be nice to allow intercom to let the workflow be configured such that it can notify the admin who is assigned to the conversation. Possible use case: When using Before SLA Breach (NRT), we’d like to notify the admin that is assigned with the conversation that the NRT is about to be breached.  Something like below:  However, by doing so as above it doesn’t render the admin tag. 

    0
    3 months ago
    Evie LynchNew Participant

    Feature request: let Fin add a colleague into a conversation and continue it over emailSubmitted

    When Fin identifies that a conversation needs a specific person, I want it to be able to add that person into the conversation directly, with the thread continuing over email outside of Intercom. Fin makes the introduction, the customer and my colleague are both on the thread, and they carry on together from there.Think of it as Fin brokering a warm handoff: "I've looped in Hannah from our team, she'll take it from here" and from that point it's a normal email thread between the lead and Hannah, with the conversation history attached.Our use caseNew business leads come through Fin on our help centre. We've set up a procedure so Fin collects the lead's name, email and company. The person who follows up is a BDR who works out of email, not Intercom.What we want is simple: Fin finishes qualifying, adds the BDR into the conversation, and the whole thing continues as an email thread between the lead and the BDR. No copy-pasting details, no relay through another team, no dead end where the lead is told "someone will be in touch."Today that handoff isn't possible. Conversations can only be assigned or mentioned inside Intercom, and notifications only reach Slack channels or Intercom users. The conversation can't leave the platform with a new human participant on it.What we're not asking forNot Fin for Sales. Our account manager has already advised our inbound lead volume doesn't justify setting it up, and we agree. This isn't a qualification or playbook problem, it's a handoff problem, and it applies beyond sales: finance, legal, and partner contacts all sit outside Intercom too. Not a notification. An FYI email about the conversation still leaves the lead sitting in a closed chat. We want the person added into the conversation so it continues with them on it.

    0
    3 months ago
    Melissa MontesNew Participant

    Archive Functionality for All Knowledge Content TypesSubmitted

    Today, Knowledge Base articles can only be “archived” by unpublishing them or removing them from Help Center collections while preserving the content for future use. However, similar functionality does not exist for other Knowledge content types such as Internal Articles and Snippets.As content libraries mature, teams often need to retain outdated, seasonal, superseded, or no-longer-active content for compliance, historical reference, or potential future reuse. Without an archive capability, organizations must either delete content permanently or manually create and maintain archive folders, which can become difficult to manage at scale.Request:Introduce an Archive feature for all Knowledge content types, including Articles, Internal Articles, and Snippets.Archived content should:Remain stored in Intercom. Be excluded from customer-facing experiences and AI tools (Fin/Copilot). Be restorable at any time. Be automatically moved to a dedicated Archived folder or section.

    0
    3 months ago
    Innovator ✨
    Gerald PradoInnovator ✨

    Manage team member conversation assignment limits by ChannelIn Beta

    Currently we can set assignment limits to our team members based on the Inbox, but we cannot do it by Channel. Ideally, we would like an additional control option to set capacity limits by channel. Also worth noting that currently, if you’re on a call you will not be assigned a Chat, but if you’re assigned Chat’s you can be assigned a phone call. As an example, if we have someone working on multiple Chat interactions, we do not want them to then be assigned a Phone Call. In this same instance we could want the ability to set a larger number of email assignments to a team member and would want to limit the number of Chat conversations they are assigned simultaneously.  Doing this could help us prevent live channel interactions that step over each other like in the case of a chat being assigned while the team member is on a phone call.  

    3
    Innovator ✨
    3 months ago
    Veronika PNew Participant

    Filter by Linear ticket IDSubmitted

    We use Linear in our tech team, and we link Intercom conversations to the related Linear tickets.It would be so great if it was possible to filter conversations by Linear ticket ID directly in Intercom dashboard!

    0
    3 months ago
    Nicolaj Bjørn Busk JensenNew Participant

    AI Inbox Translations only inboundSubmitted

    Hi team,We recently started evaluating the AI Inbox Translations feature, and we're very interested in using the inbound translation functionality. It has the potential to save our support team a significant amount of time that is currently spent translating incoming messages.However, we're not entirely satisfied with the quality of the outbound translations. We'd love to be able to enable inbound translations only, while keeping outbound translations disabled.The reason is that errors in inbound translations generally don't affect our business, as we can still understand the customer's intent. On the other hand, outbound translations are not shown to us before the message is sent, so we have no way of verifying whether the translation has altered the meaning or context—which unfortunately happens from time to time.Would it be possible to support this kind of setup, where only inbound translations are enabled?Thank you.

    0
    3 months ago
    Connie TsangNew Participant

    Workflow: allow "Message Content" to include teammate messageSubmitted

    In Workflow, currently "Message Content" only looks at the content of the most recent user message in a conversation, please allow "Message Content" or a new filter to look at teammate’s recent messages as well. We can then use it for updating conversation attributes/ push a follow-up reminder, according to teammate’s message content.

    0
    3 months ago
    MsfteDADNew Participant

    Screen reader is not announcing author's name and number of articles on the tiles in windows.Submitted

    Test Environment:OS: Windows 11 version 25H2 (OS Build 26200.7271)Browser: Edge (Version 151.0.4129.15)Screen Reader: NVDA (2025.3.2)URL: https://help.enlyft.com/en/ User Impact:Screen reader users miss the author's name and article count, causing loss of important context needed to understand each tile. This makes it harder for them to choose the right content and affects efficient navigation. Pre-Requisites:Enable NVDA Repro Steps:Open the URL: https://help.enlyft.com/en/ in edge browser in windows. 'Enlyft Knowledge Base' page will appear. Press tab key to navigate to the tile. Verify whether screen reader is announcing author's name and number of articles on the tiles in windows or not.Actual Result:Screen reader is not announcing author's name and number of articles on the tiles in windows.NVDA announces: Getting started An introduction to Enlyft core concept and tools to help you begin your journey. Link Refer Attachment:Screen reader is not announcing author's name and number of articles on the tiles in windows.png Screen reader is not announcing author's name and number of articles on the tiles in windows.mp4 Expected result:Screen reader should announce author's name and number of articles on the tiles in windows.NVDA announces: Getting started An introduction to Enlyft core concept and tools to help you begin your journey. By Tara 3 Articles Link

    0
    3 months ago
    Daniel Acevedo
    Daniel AcevedoNew Participant

    Allow Workflows to recognise when a teammate changes the team assignment for a customer ticketSubmitted

    We use the Team conversation attribute to control which Contact Category values are available to teammates. This ensures each team inbox only displays the categories relevant to the team handling the contact.This currently works for normal conversations, but not for customer tickets that are manually reassigned between team inboxes.When a teammate changes the team assignment for an existing customer ticket, the available Contact Category values remain linked to the previously assigned team. The teammate receiving the ticket is therefore unable to select the correct category for the new team.Allowing the category to be selected before the conversation is converted into a ticket does not fully solve the issue, because the customer ticket may be reassigned after it has already been created.Requested improvement- Allow Workflows to recognise when a teammate changes the assigned team for an existing customer ticket.- Refresh Team-dependent Contact Category values after the team assignment changes.- Alternatively, provide a customer ticket Workflow trigger specifically for assigned team changes.ExampleA customer ticket is initially assigned to Team A and is later reassigned to Team B. After the teammate changes the assigned team, the available Contact Category values should refresh to display Team B’s categories rather than continuing to display Team A’s values.Why this matters- Teammates can categorise reassigned customer tickets accurately.- Tickets do not retain outdated categories from the previously assigned team.- Team-specific contact-driver reporting remains reliable.- Attribute dependency logic works consistently across conversations and customer tickets.

    0
    Daniel Acevedo
    3 months ago
    rayanrichNew Participant

    Tracking Down Unknown Network Failures and Restrictive PoliciesSubmitted

    When configuring connection strings or testing external webhooks in a new development environment, encountering an unexplained 403 Forbidden or timeout error can easily throw off your entire sprint. Often, these roadblocks aren't caused by bugs in your custom code or API endpoints at all, but rather by restrictive security layers higher up the chain.Local corporate firewalls, proxy layers, and rigid network administrative settings frequently flag legitimate external requests or documentation resources as unauthorized traffic. If you suspect your dev machine or testing sandbox is being throttled by aggressive workplace parameters, understanding how to analyze and safely navigate a block web filter is an essential skill for diagnosing connection barriers and keeping your testing environment running exactly as intended.

    0
    3 months ago
    Madeline G.New Participant

    “Assign to Macro User” Option in Macro ActionsSubmitted

    Description:We’d like to request an enhancement to Intercom macros that allows a conversation to be automatically assigned to the teammate who applies the macro.Current Behavior:When setting up a macro, the assignment action requires pre-selecting a specific teammate. There is no option to dynamically assign the conversation to whoever used the macro at the time of application. This means: Macros cannot be shared across teams without hardcoding specific assignments. Agents must still manually assign the conversation to themselves after using a macro, adding unnecessary steps. Proposed Enhancement: Add a new assignment option in macro setup: “Assign to teammate applying macro.” When selected, the conversation would automatically assign to the teammate who triggered the macro, regardless of who that is. This would not effect the team assignment unless set up to do so. Why This Matters: Improves workflow efficiency by removing redundant manual assignment steps. Makes macros more flexible and usable across multiple teams. Reduces risk of misassignment and ensures conversations have a clear owner from the moment a macro is applied. This functionality would streamline macro usage, especially in environments with shared queues or rotating agents.

    1
    3 months ago
    Brandon MosesNew Participant

    select folder for snippet when creating through the improve answer workflowSubmitted

    When improving an answer provided by fin, creating a new snippet, it just puts it into a content folder. Adding an option to select a folder right in that workflow would prevent from having to go to the knowledge tab to modify the snippet created. 

    0
    3 months ago
    Nate TyrrellNew Participant

    Automatically tag users who were sent a workflowSubmitted

    We’re able to automatically tag people and conversations in our workflow but only once users get to a certain step. If we want to tag all users who were sent a workflow or in a Control group we have to manually go into every workflow and click “Tag all”. It would be super helpful if we could set up a way to automatically tag every user who was sent a workflow and every user who was placed in the Control group.

    0
    3 months ago
    Matthew SharpNew Participant

    Add option to limit the amount of time rating of Fin via CSAT is availableSubmitted

    Hi,For agent CSAT ratings, there is currently an option to prevent customers from submitting a rating after a configurable period of time, see below:Could the same "Prevent customers from rating after a given period of time" option be added to Fin AI CSAT options?During a recent review of our Fin AI CSAT data, we identified several negative ratings that were submitted days, weeks and, in some cases, months after the original AI conversation. These ratings all reflected subsequent interactions or dissatisfaction with business outcomes rather than the AI response itself. Simply leaving a negative CSAT may not also encourage getting back in contact with us to resolve the new issue.CSAT is intended to measure satisfaction with a specific interaction, allowing ratings indefinitely reduces the reliability of the metric and makes it harder to evaluate Fin AI performance or identify genuine areas for improvement.Since this configuration already exists for agent CSAT, having feature parity for Fin AI would provide more reliable reporting while still allowing customers a reasonable opportunity to submit feedback. Thanks! 

    0
    3 months ago
    Show more activity

    Browse by category

    • Product Areas & Popular Topics
    • Core Inbox
    • Data
    • Fin & AI
    • Integrations, API & Custom Actions
    • Intercom Community
    • Knowledge & Help Center
    • Messenger
    • Mobile Conversations App
    • Omnichannel (Whatsapp, Facebook, Instagram, X, Switch)
    • Phone
    • Proactive Support
    • Reporting
    • Security & Compliance
    • Third-party Apps & Plugins
    • Tickets
    • Workflows
    • Workload Management (Conversation Assignment)
    • Expert VOC
    Terms & ConditionsAccessibility statement