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    Henrik R
    Henrik RActive User

    Make replies in phone conversations visible to customers in MessengerSubmitted

    We would like to request an improvement to how phone conversations work in Intercom.Today, replies sent within a phone conversation are not visible in the Messenger conversation history. If the customer has an email address, the reply is only delivered by email. If they do not have an email address, the customer never sees the reply at all.This creates several challenges:Support agents can mistakenly believe they have replied to the customer when, in reality, the customer has no way of seeing the message. Customers without an email address receive no response, which leads to confusion and unnecessary follow-up contacts. Agents often have to start a brand-new Messenger conversation instead of continuing the existing one, resulting in fragmented conversation history.We would like the option to make replies sent in phone conversations also appear in the customer's Messenger inbox. Ideally, this could be:The default behavior, or A workspace setting that administrators can enable or disable.This would provide a much more consistent omnichannel experience, reduce confusion for both customers and support teams, and ensure that conversation history remains complete regardless of how the interaction started.

    1
    Henrik R
    3 months ago
    Marco BernardNew Participant

    Add a "Canceled" terminal ticket state (separate from Close)Submitted

    Right now the only way to end a ticket is "Resolved," which the customer effectively reads as resolved. But not every ticket ends in a resolution — some are withdrawn by the customer, turn out to be duplicates, are out of scope, or end in a won't-fix decision. Closing those with the same state as genuinely solved tickets misrepresents the outcome and gives the customer the impression we resolved something we didn't.Request: a distinct "Canceled" terminal state that closes the ticket without implying resolution, with its own customer-facing label (e.g. customer sees "Canceled").Why it matters:Accurate customer communication — the closing state should reflect what actually happened, not default to "resolved" for everything. Cleaner reporting — being able to separate resolved from canceled tickets gives a truer picture of resolution rate and support quality. Today both collapse into one bucket. Team clarity — agents can close non-resolvable tickets honestly instead of stretching the definition of "resolved."

    0
    3 months ago
    MsfteDADNew Participant

    Keyboard focus order is incorrect in the chat popup screen.Submitted

    Test Environment:OS: Windows 11 25H2 (OS Build 26200.6584)Browser: Edge (Version150.0.4078.42)URL: https://www.intercom.com/helpdesk User Impact:Keyboard-only users will face difficulty navigating the chat popup screen, leading to confusion and inefficiency. This can prevent them from accessing critical controls, impacting usability and accessibility compliance. Repro Steps:Open the URL:  https://www.intercom.com/help/en/articles/9639255-getting-started-with-intercom in edge browser in windows. Landing page will open. Press tab key to navigate to the chat button and activate it. Verify whether keyboard focus order is incorrect in the chat popup screen in windows or not. Actual Result:Keyboard focus order is incorrect in the chat popup screen in windows. After activating the chat control focus is moving to edit field instead of first interactive element i.e. back control. Refer Attachment:Keyboard focus order is incorrect in the chat popup screen in windows.png Keyboard focus order is incorrect in the chat popup screen in windows.mp4 Expected Result:Keyboard focus order should be correct in the chat popup screen in windows. After activating the chat control focus should move to first interactive control i.e. Back control and keyboard focus shouldn't move outside of the chat popup without closing it.

    0
    3 months ago
    HermosaNew Participant

    addition of conversation IDs to a macroSubmitted

    Is it possible to add a feature that lets the conversation ID be included in a greeting macro?

    0
    3 months ago
    Val BrookNew Participant

    Product Tour with AISubmitted

    We are adding a product tour to our software using Intercom.We watched demo from a software company that use AI to help develop a product tour. That was the only differentiator between Intercom’s Product Tour vs them.It would be great to have an ability to use Fin help guide the product tour during onboarding. For example, he can ask - do you work for X or Y industry - are you a regular user or an admin and then deliver product tour/onboarding based on what client has selected and then getting better with time - noticing what people are doing more of - settings, training or something else and adjust product tour according to that data.

    0
    3 months ago
    Connie KruegerNew Participant

    Assign to pop up shows team members in Inbox only or at the top vs alphabetical.Submitted

    We would like this to be YES or at a minimum show the teammates in the team inbox at the top.  Short answer: no — that list can’t be limited to just the teammates in that team inbox.The Assign to dropdown always pulls from the full workspace teammate list, even when the conversation is sitting in a team inbox. There isn’t a setting that restricts the dropdown to only the members of that specific inbox

    0
    3 months ago
    Mark WalkerNew Participant

    Bulk update Help Center assignments for multiple articlesSubmitted

    SummaryWe would like the ability to bulk update Help Center assignments when multi-selecting articles in Intercom.BackgroundWe are currently migrating approximately 800 articles from our existing HTML-based help system into Intercom Public Articles. Our product is deployed in two regions (US and EU), and while both regions share the same knowledge base content, we are required to maintain separate Help Centers with region-specific top-level domains.As a result, each article must be published to both the US and the European Help Centers.Current LimitationAt the moment, Help Center assignments must be updated individually per article. When working at scale (hundreds of articles), this becomes a highly manual and time-consuming process.Proposed EnhancementWhen multi-selecting articles, provide an option to bulk edit Help Center assignments—allowing users to: Add selected articles to one or more Help Centers Remove selected articles from a Help Center Update Help Center assignments across multiple articles in a single action Impact / BenefitThis functionality would: Significantly reduce manual effort during large migrations Minimize the risk of inconsistent Help Center publishing Improve operational efficiency for teams managing multi-region deployments Provide better scalability for companies maintaining multiple Help Centers This feature would be especially valuable for organizations operating across multiple regions or brands that share largely identical knowledge base content.

    1
    3 months ago
    Diana ZeleninaNew Participant

    Automatic duplicate contact detection and merge by email (In People → Contacts)Submitted

    When importing contacts via CSV (e.g. for bulk audience filtering), duplicate contact records get created instead of matching to existing ones, which forces us to manually find and clean up duplicates after every import. We'd like Intercom to detect contacts with the same email address and either prevent the duplicate from being created or offer a built-in merge tool (manual or automatic) to consolidate them. This would save significant manual cleanup time and keep our contact/company data accurate, especially since duplicate records also affect audience filtering and reporting.

    0
    3 months ago
    Adam TNew Participant

    Searching for MacrosSubmitted

    Now that we have the ability to organise macros into folders, it would be really useful if the folder structure was also reflected when searching for macros within a conversation.At the moment, all macros are returned in a single search, regardless of how they've been organised. As we have separate macro folders for each of our brands, it would significantly improve efficiency if teammates could browse or filter macros by folder directly from the macro search window.This would make it much quicker to locate the correct response, reduce the likelihood of selecting the wrong macro, and provide a much better experience for teams supporting multiple brands or business units.

    0
    3 months ago
    ShotNew Participant

    Add country flags next to conversations for faster language identificationSubmitted

    It would be very helpful if the Inbox could display country flags alongside conversations to instantly identify the user’s language or location.Currently, language is shown as text (e.g., “English”), which requires reading each conversation. Visual flags would allow agents to recognize languages at a glance, improving speed and efficiency when handling multilingual conversations.This would be especially useful for teams managing high volumes of international support requests.

    0
    3 months ago
    SaikaNew Participant

    Increase the limit of AI‑scored criteria per workspaceSubmitted

    Currently, each workspace has a limit of 20 AI‑scored criteria across all scorecards. For teams running more detailed QA reviews, this limit can feel restrictive.It would be very helpful if this limit could be increased or made configurable, so teams can create more AI‑scored evaluation criteria without needing to split them across multiple scorecards.Thank you for considering this improvement.

    0
    3 months ago
    Daniel Rönnberg
    Daniel RönnbergActive User

    Combined sorting for priority and non-priority conversationsSubmitted

    I’d like to suggest a sorting improvement for the Inbox. Currently, we can either sort by Priority (which automatically sorts by most recent activity) or by Waiting since (which orders conversations by how long they’ve been waiting). However, it’s not possible to combine these sorting criteria.It would be very useful to have the option to combine sorting rules, for example: Show priority conversations at the top, and Then list non-priority conversations below, sorted by waiting time (oldest first). This would allow support teams to focus on urgent or high-priority issues first, while still ensuring that older, non-priority conversations don’t get neglected.Thanks for considering this improvement — it would really streamline queue management and make prioritization more intuitive.

    1
    3 months ago
    Dennis MarkgrafNew Participant

    sorting with multiple options in list viewSubmitted

    We need to sort the inbox or a view by two or more options. Priority and first income. This is not possible, as a sorting can only be done by one field. And if you filter by priority for example, the sorting is always newest on top. What does not make any sense, as the oldest tickets are more important than the newest

    1
    3 months ago
    Harold BNew Participant

    'This week' (Monday to now) - Week to dateSubmitted

    Add a 'This week' (Monday to now) relative date range preset to the reporting date picker, so scheduled reports can always reflect the current calendar week-to-date.

    0
    3 months ago
    Allie WolffNew Participant

    Combined usage total across workspacesSubmitted

    I manage two workspaces on one contract, and I used to be able to see a single total for Bulk Emails Sent / Messages Sent across both. That view is gone — now the Usage page only shows one workspace at a time.The problem:To get my real total, I have to toggle between two separate accounts, read each number, and add them up by hand. That's extra clicks every time, and it's error-prone. Billing already meters usage across all workspaces on the contract — so the combined number clearly exists on the backend. It just isn't surfaced in the Usage UI anymore.What I'd like:A combined total on the Usage page for accounts with multiple workspaces on the same contract — either a roll-up row or a "All workspaces" toggle. Keep the per-workspace breakdown too, but don't make me do the math manually to see the number that matters for planning.This was a step backward from how it worked before. Restoring an at-a-glance total would save time for anyone managing more than one workspace.

    0
    3 months ago
    Emily BernknopfNew Participant

    Filtering Tags by TeamSubmitted

    Hello!I would like to be able to filter viewable tags by inbox just like you can do with Macros.This way, only the team that will be using them can see them and it doesn’t clog up the view for other teams.Thanks!

    0
    3 months ago
    Ryan MaddenNew Participant

    Auto-add Spanish triggers to procedures (Feature Request)Submitted

    Summary: Requesting a way to automatically generate/add Spanish-language trigger phrases to Fin procedures, instead of manually creating a duplicate Spanish trigger for every English one.Use case: Reduces manual maintenance work on bilingual procedures and improves Fin's coverage for Spanish-speaking customers, which supports our CX goals.

    0
    3 months ago
    Ryan MaddenNew Participant

    Adding Markdown support to file uploadSubmitted

    Document parser breaks formatting on upload Summary: When uploading PDFs and DOCX files (e.g. into procedures/content for Fin), the document parser ruins formatting and messes up the document's organization, making the parsed content a mess.Details:Affected file types: PDF and DOCX Issue: parsing strips or scrambles formatting and structure, so the resulting content is disorganized and hard to use Impact: degrades quality of Fin's knowledge/procedures content, which hurts customer-facing answers and our CX scoreRequested fix: Preserve document formatting/structure during parsing. As an alternative or additional fix, native Markdown (.md) upload support would likely resolve this since it avoids the PDF/DOCX conversion step entirely.

    0
    3 months ago
    JHarlowe
    JHarloweConnector

    Filterable conversation feed in the ticket / conversation viewSubmitted

    The problem:Anyone managing high-volume tickets with a lot of automation will feel this one: the conversation feed is a single, unfiltered stream of everything; customer replies, agent responses, internal notes, macro outputs, workflow automation notes, system events; all mixed together in one wall of content.For us, this has gotten to the point where some teammates find it easier to jump to an external tool to review logs and automation history rather than scroll through the activity noise. What we'd love to see:A simple filter bar or option on the conversation / ticket feed that lets agents toggle which types of activity they want to see, with the ability to select multiple at once:✅ Customer messages ✅ Agent / support replies ✅ Internal notes (manually added by teammates) ✅ Automation notes (macros, workflow outputs, log links, etc.)Ideally the filter state would persist across the session so you don't have to re-apply it every time you open a ticket. Why it matters:It's a UI-level quality-of-life change, but the impact is real:Faster navigation in complex, note-heavy tickets Less context-switching to external tools A better experience for agents who work heavily with automationA great benefit for teams managing operationally complex conversations / tickets in Intercom.

    0
    JHarlowe
    3 months ago
    JHarlowe
    JHarloweConnector

    More Granular Permissions Set For ProceduresSubmitted

    Summary: We'd like the ability to grant teammates access to create and edit Fin Procedures without also giving them visibility into or access to Workflows, automation settings and other sensitive operational areas of our Intercom workspace. Current Behavior: Today, Procedures live within the Fin AI Agent tab, which is accessed via the "Can view Fin and Automation settings" permission. This same permission also exposes Workflows and Simple Automations. There is no way to grant procedure-building access in isolation, any teammate who can work on procedures can also see workflows. To prevent teammates from editing workflows, we can withhold the "Can manage Automation settings and inbound Workflows" and "Can manage outbound Workflows" permissions, but those teammates will still have full visibility into workflow configurations, which is not ideal from an access control and operational security standpoint. Requested Change: Introduce a dedicated permission (e.g., "Can manage Fin Procedures") that:Allows teammates to create, edit, and manage Fin Procedures Does not expose Workflows, Simple Automations, other automation settings or operationally sensitive areas of the workspace Can be granted independently of any workflow-related or data / security related permissionsUse Case: We want to involve subject matter experts and content contributors in building and refining Fin Procedures, teammates who understand our processes deeply but should not have access to the broader automation and workflow configuration of our workspace. Today, there's no clean way to enable this without overexposing sensitive operational settings. Desired Outcome:A permission model that lets us confidently delegate procedure authorship to a wider group of teammates, with clear boundaries that protect workflow integrity.

    0
    JHarlowe
    3 months ago
    Michael PhamNew Participant

    Team Inbox Capacity: Allow Capacity to Account for New and Reopened ConversationsSubmitted

    Presently, the team inbox capacity accounts for new conversations only. I would like to see the team inbox capacity account for new and reopened conversations, so that if the team inbox is set to have a capacity of 2 then I’d see the following: Agent has 2 conversations Customer replies to a conversation the agent previously responded  I’d like to see this reopen conversation open in the team inbox rather than in the agent’s inbox if they are at capacity 

    0
    3 months ago
    Charlene PorterNew Participant

    Add ability to auto sort collections by article title A-Z/Z-A and "Created Date" Ascending/DescendingSubmitted

    As the Knowledge base manager, it would AMAZING if we could auto-sort help center collections by “Article Title A-Z/Z-A”, and "Created Date" Ascending/Descending, in addition only the custom sort option with all newly published article populating in a collection at the bottom of the list, that is currently functionality. It takes so much time to scroll down, drag, and scroll back to the top, EVERY time you publish a new article.

    1
    3 months ago
    Ian WindConnector

    Reassign a conversation without changing the conversation stateSubmitted

    Idea: Add a setting where we can control whether or not a conversation that is closed or snoozed automatically changes to the “open” state upon Team and/or Teammate reassignment.There are times when we reassign closed conversations (sometimes in bulk) but want them to remain closed (or in whatever their current state is).

    5
    3 months ago
    Michele BossartNew Participant

    Show different styles based on conversation typeSubmitted

    We might work a little differently than most companies, but our reps are typically assigned to one message type at a time. We will have a team on chats, a team on phone calls and a team on emails. It would be terrific if these conversations could easily be visually identified.I know we can do views, but it is still difficult to see what messages are chats vs emails vs phone calls when looking at a team inbox without setting up all of these views. 

    0
    3 months ago
    Michele BossartNew Participant

    Let us pick certain reps for Fin training, or exclude rep answers.Submitted

    We have a lot of new customer support reps that are coming in and have given some incomplete or inaccurate answers. We would love the ability to tell Fin to use our stars for learning and answers, and ignore some who are training. Case in point, one of our new reps gave a wrong answer a few weeks ago (that was from Copilot while when we were just getting started and training both CoPilot and Fin) assuming it was correct. Fin still references this answer, even though it is wrong.We can avoid this by just having Fin only learn from our more experienced reps. 

    0
    3 months ago
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