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    3157 Ideas

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    Tom JendrzejekNew Participant

    Add brand_id to Canvas Kit request context for CanvasKit requestsSubmitted

    ProblemCanvas Kit requests currently include workspace and admin information, but there’s no reliable way to determine which brand the app is being accessed from.This is especially problematic for Home canvases, where there may not yet be an associated conversation. In those cases, apps cannot infer brand context from conversation data, making it difficult to build brand-specific experiences.Suggested SolutionFor Home canvases, the cleanest approach would be to include brand_id inside the existing context object.Suggested request shape:{ "workspace_id": "abcd123", "admin": { ... }, "context": { "location": "home", "brand_id": "15" }}Why this approach works wellKeeps the payload structure consistent with the existing pattern of workspace + admin + context Places brand information alongside other “where the app is being used” metadata Avoids introducing a new top-level field Gives apps a reliable, conversation-independent way to determine brand context Enables clean integrations with multi-brand tooling and workflowsExample use casesBrand-specific Home experiences Conditional UI and workflows based on brand Analytics segmentation Multi-brand internal tooling integrationsAdditional NotesApps can already map the returned brand_id to richer brand metadata using the Brands API. Exposing the identifier directly in Canvas Kit requests would provide the missing link needed to support reliable multi-brand experiences before a conversation exists.

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    Forum|Forum|3 months ago
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    Ben H.New Participant

    Alerts when a procedure or data connector is marked unhealthySubmitted

    Currently, monitoring the health of Data Connectors and Procedures requires manual oversight within the Intercom dashboard. If a sync fails or a procedure becomes "unhealthy" due to credential expiration, API changes, or server errors, there is no immediate notification. This lead-time between a failure and its discovery results in outdated customer data, broken workflows, and delayed responses to end-users.I would like to request an Alerting System that proactively notifies admins when a Data Connector or Procedure changes status from "Healthy" to "Unhealthy" (or "Failed"). Ability to receive alerts via:Intercom In-app notifications. Email (sent to specific workspace admins). Slack/Webhook integration.Granular Alerting: The ability to toggle alerts on or off for specific connectors (e.g., alert me for Salesforce sync failures, but ignore minor sandbox procedure errors).Failure Context: Notifications should include a brief summary of the error (e.g., "401 Unauthorized" or "Schema Mismatch") to allow for faster troubleshooting.Auto-Recovery Alerts: (Optional) A follow-up notification when a connector returns to a "Healthy" state.

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    Forum|Forum|3 months ago
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    KirstenNew Participant

    Reporting for visibility of 'new conversations' initiated by agentsSubmitted

    We’re trying to create a report to view conversations initiated by agents, to help build data for the team.It seems that you can only view conversations created by a specific agent as a search function but can’t export this or build it into a report without creating an API. It would be great to see that feature available as standard.

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    Forum|Forum|3 months ago
    Matej Bosnjak
    Matej BosnjakNew Participant

    Preserve paragraph spacing when pasting rich text into the composerSubmitted

    Hi everyone! Product area: Composer / Reply editorType: Feature improvementDescription:When pasting rich text content (copied from an Intercom internal note, DeepL, or any rich text source) into the Intercom composer, paragraph spacing is stripped and all text is collapsed into a single unformatted block. This forces agents to manually re-add line breaks after every paste, which adds unnecessary friction to the reply workflow.Expected behaviour:Paragraph breaks present in the copied content should be preserved when pasting into the composer, consistent with how most modern email clients (Outlook, Gmail) handle rich text paste.Current behaviour:Pasting rich text into the composer collapses all paragraph spacing. The text content is intact but all formatting is lost.Workaround currently used:Manually hitting Enter between paragraphs after every paste.Impact:This affects every agent who uses copy-paste as part of their reply workflow — which is standard practice when working with internal notes, translation tools (e.g. DeepL), or templated responses. It adds avoidable manual steps to every single customer reply.We would appreciate it if you could allow pasting with the spacing included. Thank you!  

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    Aleksei O
    Forum|Forum|3 months ago
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    Vicky LabergeNew Participant

    Being able to add the collection linkSubmitted

    With Smart link, being able to add a collection of articles and not only one article.

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    Forum|Forum|3 months ago
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    Drew RossNew Participant

    More descriptive email subject lines for ticket repliesSubmitted

    Currently, when customers create tickets in Intercom, the email subject line appears to default to the ticket type (for example, “Report an issue”). This creates confusion for customers who have multiple tickets open at the same time, especially power users.When we send updates via email replies - such as bug fix confirmations, follow-up questions, or status updates - the customer often has no idea which issue the message refers to unless the body of the email provides enough context. As a result, our team has to manually add contextual explanations to replies that should otherwise be quick and efficient.It would be extremely helpful to have more flexible or descriptive subject lines for ticket-related email communication. Some possible approaches:Use the ticket title or summary instead of the generic ticket type Allow agents to customize the email subject line for ticket replies Include the ticket ID plus a short descriptive title Automatically use the conversation subject if the ticket originated from an existing conversationThis would significantly improve the customer experience for teams managing multiple concurrent support issues and reduce repetitive manual work for support agents.

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    Forum|Forum|3 months ago
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    Marie BaierNew Participant

    Search bar in Recommendations tabSubmitted

    Hey team :) Adding a keyword search feature in the Recommendations tab, similar to the one available in chats, would make it much easier to find relevant content. At the moment, recommendations can only be filtered by topics, so if a specific topic is not yet listed, we need to manually scroll through all recommendations to find what we are looking for.

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    Forum|Forum|3 months ago
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    maria_elluNew Participant

    Count Outbound conversations within Tag reportingSubmitted

    Hi,I propose an update to the reporting dashboard to allow for the tracking and quantification of manually added tags for outbound messages. This could be implemented as: A unified view: Merging manual and automated tags into a single volume report. A toggle/filter: Allowing users to switch between "Automated," "Manual," or "All" tag sources. At the moment we are missing to measure the number of outbound conversations the team is generating if the user does not reply. Thank you  

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    Forum|Forum|3 months ago
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    Ann-Kristin BuhnNew Participant

    Explicit content filter and/or other way to deal with inappropriate content sent by customersSubmitted

    It would be great if there was a way to deal with explicit image content sent by users. Have a filter in the system that detects inappropriate content in images Have an option to automatically blur or hide images until you click on them Hide images by default until you click on themAs we had problems with such content before, any method to detect or deal with such content would be much appreciated!

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    Forum|Forum|3 months ago
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    HonestDavidNew Participant

    Remove/ block swearing from appearing to agentsSubmitted

    If a customer is swearing would be good for an agent to have the choice to see the full message or not - with a AI summary of the message without the swearing. That way the agent can still warn the customer to not use the inappropriate language but is not having to see the language if they do not wish to.

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    Forum|Forum|3 months ago
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    ImmortalNew Participant

    Global Behavioral Rules for FinSubmitted

    We’ve noticed a limitation in how Fin handles instructions when support logic spans multiple categories or requires conditional behavior.Currently, instructions are expected to fit neatly into isolated sections/intents. However, some support scenarios require layered logic that combines:topic classification, policy enforcement, escalation restrictions, conditional responses, and fallback behavior.A good example is our “custom code” support flow.In this case, we need Fin to:recognize requests related to CSS, PHP, JS, SQL, regex, or custom code in general; clearly explain that these cases are outside standard support scope according to our policy; still attempt to help when possible; avoid suggesting escalation to a live agent if Fin cannot solve the issue, because the live support team follows the same policy and cannot provide custom coding assistance either; only address escalation if the customer explicitly requests a human agent; and in that case: remind the customer about the policy, explain that the live team has the same limitations, and suggest alternative resources such as community help or custom development services. Right now, Fin tends to:split such logic across multiple sections, recommend restructuring instructions into separate categories, or fall back to default escalation behavior.This makes it difficult to implement nuanced support policies where:the topic, escalation behavior, and communication strategy must stay connected within a single instruction flow.

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    Forum|Forum|3 months ago
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    Zoe StevensNew Participant

    Enable Intercom Banners to Reappear After Dismissal Using Repeat RulesSubmitted

    Currently, when a user dismisses an Intercom Banner, the dismissal is permanent. This means the banner will not show again for that user, even if they continue to meet the targeting rules.This creates a gap for products where teams need to remind users about ongoing issues, outages, or temporary product limitations (not just reminding them every Monday or Wednesday)The problem is that users often dismiss a banner to clear their screen but then forget about the ongoing issue, and since the banner is permanently hidden after dismissal, they never see it again. Please add an option for Banners to reappear after dismissal, based on repeat delivery rules (similar to Posts). For example: “Show again every X hours/days even if dismissed” “Dismiss temporarily, but allow future redisplay” “Dismiss only for the current session” “Reset dismissal based on targeting rule change”

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    Roy
    Forum|Forum|3 months ago
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    marygNew Participant

    Scheduled Customer ResponsesSubmitted

    Hopefully, there’s a way we can schedule responses to customers directly, instead of relying on the snooze feature and manually sending later.For example, if we know a customer’s vet is closed and we’re expecting a response by Monday morning, it would be great to draft the message ahead of time and schedule it to send automatically at that point—saving time and ensuring timely follow-up.This could really streamline workflows and reduce the chance of manual follow-up slipping through the cracks.

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    Forum|Forum|3 months ago
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    Larissa BranovackiNew Participant

    Option to delete a draft in the Knowledge sectionSubmitted

    Occasionally there might be a time someone creates a draft for an article change, but then decides that the change is not needed. In this case, we should have a Delete Draft option so that the draft that never gets published does not show up in version history or keep the article in a Draft / Published with Pending Draft state. 

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    Forum|Forum|3 months ago
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    LouiseKleinNew Participant

    Reports: Customizable HeatmapSubmitted

    It would be awesome if we could manipulate the x and y axis for the heatmaps.  

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    Forum|Forum|3 months ago
    Aminda Villamagna
    Aminda VillamagnaNew Participant

    Allow us to customize the "Start conversation button text"Submitted

    It would be great to be able to enter our own custom text here rather than choose from a list of 6 options. We have other “apps” (external links) added to our messenger and would love the ability to type our own text for the “Start conversation” button, for consistency. I’ve included screenshots to explain what I mean.

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    Aminda Villamagna
    Forum|Forum|3 months ago
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    Mor CohenNew Participant

    Workflow trigger when a tag is addedSubmitted

    It would be really nice to have a workflow trigger when a tag is added to a conversation

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    Forum|Forum|3 months ago
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    Sophia CenNew Participant

    Adding notes to workflow version changesSubmitted

    Have the ability to add notes to version change so that it’s easily trackable when a major / minor functionality is being modified. Highly increase visibility for change management in configurations.

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    Forum|Forum|3 months ago
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    Johanna BunnNew Participant

    Bulk change Help Center audience targetingSubmitted

    Would be great to be able to bulk change Help Center article visibility Editing the audience on each article individually is time-consuming and frustrating Ideal end state: be able to bulk change article audience permissions by collection or by selecting multiple at a time (similar to the way we can currently use the bulk action “Change Fin audience”)

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    Forum|Forum|3 months ago
    Siobhan Robson
    Siobhan RobsonNew Participant

    Allow the News Center to be limited to users and leads onlySubmitted

    Currently if you select to use the News feature of Intercom Messenger, you have an option to publish any news articles to the static news centre. This is useful for archiving/external linking purposes. However, this news centre is fully public and open to visibility and the audience can not be limited in any way. This is an issue for our business as there are sometimes news articles that we wish to publish to our clients that contain sensitive information. We should be able to set up the news centre to be able to limit visibility only to logged in users or leads, so we can have the static URL as needed for linking in other areas (e.g. Help Centre articles or other chats or news articles), without the news centre being open to anyone who finds it.

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    Aleksei O
    Forum|Forum|3 months ago
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    ProductSmeetzNew Participant

    Timeline or feed display for artciles in help centerSubmitted

    we want that the Help center's homepage displays automatically the list of articles in chronological order without the collections, to match a modern changelog feel. So it would either be links of articles listed or the open articles directly and you have a reference on the right for either published date or a title. I believe for intercom it would also expand the use cases with a very simple change

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    Forum|Forum|3 months ago
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    Josh WelchNew Participant

    Phone calls need continuous polling, not single-ring dispatchSubmitted

    We run a small call centre on Intercom Phone and the current call routing behaviour is causing us real problems. Sharing here because I suspect we're not the only ones.The core issue: when an inbound call comes in, Intercom rings available agents once. If that ring isn't answered — agent is on another call, notification missed, away from desk — the call drops into silent hold. There's no continuous polling, no signal to agents that a call is still waiting, no queue state they can pull from. The customer ends up sitting on a dead-feeling line until they give up. From our side, it looks and feels like we're missing calls we shouldn't be missing.What we'd expect, and what every other call centre platform does: keep polling available agents until one picks up, or expose a clear queue state agents can manually answer from.A few smaller things point to the same underlying issue — Phone hasn't quite been designed for a working call centre yet. Manual callbacks aren't recognised: miss a call, ring the customer back from the ticket manually, hang up, and Intercom then prompts us to call them again because it doesn't track that an outbound call already went to that number on that ticket. Callers on hold get silence — no hold messaging, no position-in-queue, no reassurance they're still in the queue. And scheduled callbacks fire on a fixed timer-based delay rather than queueing up for the next time an agent is free.The chat, transcription, and AI summary side of Intercom is genuinely excellent and is the reason we picked it. But the voice product feels close-but-not-quite for anyone running a real phone queue. Would love to know if continuous polling and proper queue behaviour is on the roadmap, and if anyone else has worked around this in a way that doesn't involve Slack alerts as a band-aid.Happy to share more detail with the product team if useful.

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    Forum|Forum|3 months ago
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    Jane TangNew Participant

    Search by Article ID in the Content tabSubmitted

    In the Knowledge Content tab, you can’t search by article ID. I would like to be able to search by Article ID.

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    Forum|Forum|3 months ago
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    LouiseKleinNew Participant

    Hotkeys/Customizable Top Bar for ConversationsSubmitted

     Our team flagged that a customizable top bar for each conversation would be really useful. Some teammates work with tickets where they're constantly managing participants, so having quick access there would save them a click each time.

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    Forum|Forum|3 months ago
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    Daniel FosterNew Participant

    Notifications to knowledge managers for article changesSubmitted

    For QA purposes, we would like to be able to get notified when the team creates or updates articles. Currently, I can only do this with webhooks. 

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    Forum|Forum|3 months ago

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