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    3155 Ideas

    M
    Martina IvankoNew Participant

    Feature request - Un-merge conversationsSubmitted

    I’d like to be able to undo merging changes or un-merge two merged conversations. Or at least change the primary conversation of merged convos. It seems that this is an irreversible action so it would be great if we could revert it or make further changes. Thanks!

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    Forum|Forum|6 days ago
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    Marieke van SinderenNew Participant

    Add full content search for tickets and relationsSubmitted

    ProblemSearching for relations and tickets currently only works on a limited set of fields. If you don't have the exact name or ticket number, there is often no way to find what you're looking for. For example, a phone number cannot be used as a search term (even though it's stored on the relation or linked to other tickets) so an incoming call from an unrecognised number can't be traced back to a relation or an open ticket. ImpactThis costs time in day-to-day work and makes some lookups impossible rather than just slow. It comes up most often when the only identifying detail available is something other than a name: a phone number, an email address, an address, or a fragment of text from the ticket itself.  Requested improvementEnable full content search (like elastic search) across relations and tickets, so that any stored field (including phone numbers, email addresses, addresses, and free-text fields such as descriptions and notes) can be used as a search term. Ideally partial matches would work too, so a search on the last six digits of a phone number still returns the right relation.

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    Forum|Forum|6 days ago
    Niels Kristiansen
    Niels KristiansenNew Participant

    Make it possible to define the horizontal location of the text (left, center, or right)Submitted

    Very simple idea: it would be nice to be able to define the horizontal alignment of the text, so it can be positioned to the left, center, or right.

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    Niels Kristiansen
    Forum|Forum|6 days ago
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    Nola MoreauNew Participant

    chat is hidden after 14 days - clients are loosing their answersSubmitted

    I want to report feedback - that fact that chat are hidden from view after a short period of time is really inconvenient for our clients. our clients loose information that they had ask previously and are now manually copy pasting chats to make sure they still have it.

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    Forum|Forum|6 days ago
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    Amy DeFineNew Participant

    Smart Replies - option to turn offSubmitted

    I’d like to see the ability to turn off smart replies (at the admin level) to ensure an entire team is / is not using them as preferred by the org. 

    2
    Gonzalo Oaxaca
    Forum|Forum|6 days ago
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    Mayato HattoriNew Participant

    Ability to preset CC email in macroSubmitted

    We use Macros frequently within the Support team, and sometimes need to loop in other teams depending on the topic, such as the Security team.Currently, we use a Macro and then manually add other teams to CC. Since this extra step can be cumbersome, it would be wonderful if Intercom could support pre registered CC email addresses within Macros.

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    Forum|Forum|7 days ago
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    Venn VillanuevaNew Participant

    Feature Request: Admin Control / Lock for Agent Channel AvailabilitySubmitted

    Currently, channel availability (Phone, Email, Messenger, SMS) is controlled individually by each teammate. Some agents are actively removing Phone from their availability to avoid taking inbound calls. Restricting inbox membership or setting assignment limits to 0 does not solve this issue, as agents can still manually toggle off specific channels.Proposed Solution Option A (Channel Locking/Permissions): Allow admins to lock or enforce default channel availability per teammate/role via Admin Settings or Permissions (e.g., prevent agents from unchecking "Phone"). Option B (Inbox-Level Channel Restrictions): Allow admins to bind or restrict specific channels directly to dedicated Team Inboxes (e.g., a Phone Inbox that overrides individual channel toggles for assigned members). Business Impact Prevents agents from bypassing call routing and cherry-picking channels. Ensures proper phone coverage and SLA compliance. Eliminates the need for manual monitoring of agent availability states.

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    Forum|Forum|8 days ago
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    Sabrina EichenbergerNew Participant

    Add which tag was created to the conversation_part.tag.created topic payloadSubmitted

    The payload for conversation_part.tag.created currently lists all active tags for a conversation, and does not indicate which tag initiated the topic. It would be helpful for routing web-hooks if the payload provided which tag was the new one.

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    Forum|Forum|9 days ago
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    Amin LokhandwallaNew Participant

    My/Teammate history or last updated bySubmitted

    I would like to be able to see conversations/tickets I have updated. I checked Operator and it said, “Unfortunately, filtering by "last updated by me" isn't something the search tool supports — it can only filter conversations by when they were started, not by who last updated them or when.”

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    Forum|Forum|9 days ago
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    SlimNew Participant

    Unlink a channel identity (e.g. Telegram) from a contact to recover from an incorrect mergeSubmitted

    Current behaviorMerging a Lead into a User is permanent. There is no self-serve way to unlink the channel identity afterwards or restore the profiles to their previous state.The problemIf a channel Lead (in our case, Telegram) is accidentally merged into the wrong User profile:The wrong user can see the entire Telegram conversation history through the Messenger widget on the website — messages that are not theirs, which is a real data-exposure concern. All new incoming Telegram messages keep arriving on that wrong profile, so the exposure grows with every message. The only self-serve fix is deleting the affected profile entirely, which removes all of that contact's data — rarely acceptable when it is a real customer.Proposed ideaAdd the ability to unlink a channel identity from a contact — ideally as an API endpoint, with a UI option as a bonus. For example:POST /contacts/{id}/unlink_channel_identity (with the channel type: telegram, whatsapp, etc.)After unlinking, the next incoming message from that channel identity would create a fresh Lead, which the team can then merge into the correct User profile.We understand that restoring the original Lead profile and its historical conversations may be off the table by design. Even a minimal version — a way to simply stop new messages from that channel identity from reaching the wrong profile — would already be a big improvement, because it caps the exposure and makes an incorrect merge recoverable.Who would benefitAny workspace that uses social channels (Telegram, WhatsApp, etc.) and routinely merges Leads into website Users. Today, a merge has permanent, privacy-relevant consequences with no way to undo it.

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    Forum|Forum|9 days ago
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    Karen FullerNew Participant

    Expose reporting to MCP - Fin Copilot for integrated agent performanceSubmitted

    Allow MCP access to Fin and Copilot reporting to enable integrated agent analytics 

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    Forum|Forum|9 days ago
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    Amanda MeisnerNew Participant

    NPS Color CodeSubmitted

    In order to improve the NPS surveys, it would be great if the numbers were color coded (0-6 in red, 7-8 yellow, 9-10 green). This would make it much easier for respondents to pick an appropriate number when asked about the NPS. When looking around, many other surveys do offer this color code.

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    Forum|Forum|9 days ago
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    Louis D'ambrosioNew Participant

    Abandoned Call vs Missed CallSubmitted

    It looks like calls abandoned in queue are considered as missed too. However, if not assigned to a teammate, it should not be considered missed. A missed call should be assigned but unanswered. Is there a way to make that distinction so reporting can be clear when it comes to abandoned vs missed calls?

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    Forum|Forum|10 days ago
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    Vance (Vini)New Participant

    smart replySubmitted

    It would be nice to have an option to manage smart replies manually as if they were macros instead of having to rely on the AI. 

    0
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    Forum|Forum|10 days ago
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    Nikki DeaseNew Participant

    Wildcard placeholders for Intercom macrosSubmitted

    It would be helpful to have the ability to insert wildcard placeholders (***) into Intercom macros for use with macros which must be edited prior to sending. The wildcard would disable the message from being sent until resolved. 

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    Forum|Forum|10 days ago
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    Sabrina EspinozaNew Participant

    Filter shortcut macros by their folder in settingsSubmitted

    We can group macros into folders in the inbox settings > Macros but when agents are handling tickets, it is still one long list of macros to select from. It would be helpful to filter the shortcut when handling tickets to one specific folder so that way spanish response agents only see spanish macros to choose from, english see english, and so on. 

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    Forum|Forum|10 days ago
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    Marie BaierNew Participant

    Bulk assign Macros to teamsSubmitted

    Aside from bulk deleting macros, another helpful feature would be to be able to assign them to specific teams in bulk. Doing this one by one is tedious and time consuming.

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    Forum|Forum|10 days ago
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    LizaNew Participant

    Delivery Failure Event for Agent MessagesSubmitted

    Please add a delivery-failure event for agent messages sent from Support conversations, including the Conversation ID and Message ID. This would allow us to automatically detect failed deliveries, trigger Workflows, and notify our Support team without relying on manual monitoring.

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    Forum|Forum|10 days ago
    Daniel Acevedo
    Daniel AcevedoNew Participant

    Preserve BCC recipient information for brand routing and automationSubmitted

    We use dedicated support email addresses to identify the correct brand and automatically route incoming emails through Intercom workflows.When one of these support addresses is included as a BCC recipient, Intercom does not retain or expose that recipient information when the conversation is created. As a result, the conversation cannot be matched to the correct brand and the workflows that depend on that information cannot run.This means BCC emails can remain unassigned and require manual monitoring and routing, creating a risk of delayed or missed customer emails.We would like Intercom to support one of the following: Preserve the original BCC/envelope recipient so it can be used in workflows and routing. Provide a secure system field containing the receiving support address, including when it was BCC’d. Alternatively, provide an alias-mapping mechanism that allows admins to map incoming BCC addresses to a Brand, Team or Inbox. The goal is for emails sent or copied to official support addresses to follow the same reliable brand-assignment and routing logic whether the address appears in To, CC or BCC.Intercom Support has confirmed that BCC-based routing and brand assignment are not currently supported and that there is no available workaround.CategoryInbox or Workflows, whichever is available as the closest Product Wishlist category.

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    Daniel Acevedo
    Forum|Forum|10 days ago
    tommynor
    tommynorNew Participant

    Restrict Access to Personal Inboxes and All InboxSubmitted

    Hi Intercom team,We'd like the ability to restrict access to teammates' personal inboxes and the All Inbox.Today, teammates can view each other's conversations in their personal inboxes, activity levels, and performance-related metrics such as conversation volume and CSAT scores. We believe this information should be private to the individual teammate and their managers.“Assign to them only” isn't an option for us, as all teammates need access to all inboxes. We only use automatic assignment for chat and phone conversations.

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    tommynor
    Forum|Forum|10 days ago
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    Beth FollowsNew Participant

    Adjusting reply time for messengerSubmitted

    Hello, Currently, setting wait times is a heavily manual task. Since Intercom calculates wait times as a company-wide average, we can't rely on the automated setting without giving inaccurate info to regional customers. Managing this manually across multiple inboxes is not only time-consuming, but it also creates a high risk of markets accidentally overriding each other's updates.It would be a huge improvement if Intercom could support market-level wait time management auto-calculating per market. This would make the workflow much more user-friendly and eliminate cross-market errors.

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    Forum|Forum|10 days ago
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    ImmortalNew Participant

    Allow Fin to access URLs shared by customersSubmitted

    Customers frequently share website URLs when reporting issues or asking for help. Currently, Fin cannot open and inspect a URL provided in the conversation, so it has to rely on the customer's description or ask them to provide screenshots/details manually.It would be highly valuable if Fin could access public URLs shared by customers, read the page content, and use the page/DOM structure as context when troubleshooting.Example: A customer shares a page where a Crocoblock widget/form/filter is not working. Fin should be able to open the URL and inspect the relevant page content before responding.

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    Forum|Forum|10 days ago
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    Gemma GWConnector

    Side Conversation Visibility, Search, Reporting and Workflow ManagementSubmitted

    Side Conversations have become a critical workflow for coordinating work with external teams and vendors. However, they are outside of Intercom's visibility and reporting capabilities. According to Intercom support:There is no dedicated Side Conversation view (or any way for quick inbox view of all conversations with side convos) Side Conversations do not have their own states or delivery status Side Conversations cannot be marked as priority. Side Conversations are not searchable. Side Conversations are not available in reporting. As adoption increases, it becomes difficult to answer basic operational questions such as:Which Side Conversations are currently awaiting a response? Which vendors are slow to respond? How many Side Conversations are open today? Which teams are creating the most external escalations? What is the average response time from external partners? Which Side Conversations are unseen / delivery failed? Request for any improvement to Side Conversation management/visibility - Dedicated Side Conversation inbox or view Ability to search and filter Side Conversations Filters by recipient, creator, date Number of Side Conversations created, open, unanswered Volume by recipient domain, vendor, or team Aging reports for unanswered Side Conversations

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    Forum|Forum|10 days ago
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    IlaydaNew Participant

    Make Side Conversations searchable (Email Content, Recipients, Subject Lines)Submitted

    Currently, content within Side Conversations is not indexed in Intercom's search functionality. This includes: Email body text / message content Recipient email addresses Subject lines Side Conversations have become a crucial part of our daily operations. We rely heavily on them to collaborate with external partners, vendors, and third parties to resolve customer issues.Because Side Conversations are unsearchable, finding previous context, tracking down specific email exchanges, or locating an old thread requires manually digging through individual tickets. This leads to significant time wasted and operational inefficiency.Proposed Solution: Include Side Conversation text and metadata in global Intercom search or Inbox search filters. Allow filtering/searching specifically by Side Conversation recipient email or subject line. Having full searchability for Side Conversations would make a massive difference in operational efficiency for teams that rely on external collaboration.If anyone else is facing this pain point, please upvote or share how your team currently handles this workaround - thank you! 🤗

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    Forum|Forum|10 days ago
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    Hilary LawrenceNew Participant

    Formatting for SnippetsSubmitted

    It would be great to have some of the formatting options for Snippets that are available for articles. Like the separator and headline cases. Being able to format the snippet will make it easier to read and follow the Snippet. 

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    Forum|Forum|10 days ago

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