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    3157 Ideas

    A
    Anastasia LowellNew Participant

    Messenger from side conversationSubmitted

    Currently, there are no available channels in Side Conversations other than Email or Slack, although there are at least 5 channels available when creating a new conversation via the ‘+’ button on the top left in the Inbox view.I believe there are a lot of use cases for other channels included in Side Conversations (ex. Messenger) for support agents, encouraging use of them for end clients.

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    Forum|Forum|3 months ago
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    DesislavaNew Participant

    Make Fin audience rules propagate across all language versions of an articleSubmitted

    It takes us a great deal of time to manually set the Fin audience rules for an article and all its supported language versions, which is honestly frustrating because currently the Fin audience rules are set not only per article, but also per language version. Can you add an option where we can choose to propagate the defined Fin audience rule for the source EN version across all languages the article supports? Alternatively, it would be great to have an option for bulk setting the Fin audience rules, for example, for whole collections.Related topics I found:   

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    Forum|Forum|3 months ago
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    User1648New Participant

    Bulk Rules on ArticlesSubmitted

    While preparing for our Fin implementation, We’ve realised we need to set rules on all of our help centre articles. It would be really helpful to be able to cascade rules based on collection, or tick multiple articles with certain rules or be able to bulk override existing rules with a new set. Would make creating quick Fin profiles for specific audiences easier.

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    Forum|Forum|3 months ago
    Aleksei O
    Super User ✨
    Aleksei OSuper User

    Rule for closing conversation automatically in the end of workflowSubmitted

    In my current customer-facing workflow, I am offering users an option to create a ticket if live support is N/A by using a “Send a ticket” feature. Once it has been added to a workflow, my only remaining option is to disable customer input, which is fine from UX point of view.  However, if the user is not creating a ticket, the conversation will hang in the inbox forever since the workflow has reached it’s end, which creates clutter. Previously, with the inbox rules, it was possible to close the conversation by using some of the triggers, but since Inbox rules are deprecated, my only way is to Frankenstein something like this: Send a webhook to Make before sending a ticket form to a user Wait for X minutes Fetch the conversation via GET request in Make and check if there is a ticekt Close the conversation if there is no ticket. I understand the logic between how tickets and conversations work, but I believe there has to be a simple native way of closing these abandoned chats.

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    Aleksei O
    Super User ✨
    Forum|Forum|3 months ago
    Aleksei O
    Super User ✨
    Aleksei OSuper User

    Allowing to create/reuse global ticket attributesSubmitted

    Currently, ticket attributes are  created manually per each ticket type, which contradicts with the logic of most support orgs, where same/similar attributes are used across all tickets types for better analytics. It is currently, extremely time-consuming to re-create these attributes for every ticket, and copy-paste the names if you are using 3rd party automations. Please allows us to create global ticket attributes or to at least reuse them across multiple ticket types. 

    0
    Aleksei O
    Super User ✨
    Forum|Forum|3 months ago
    Jonathan Krasnow
    Jonathan KrasnowNew Participant

    Allow Duplication of Workflow PathsSubmitted

    Background:Intercom users often need to replicate similar workflows when setting up pathways in dril-down menus or other automation features. Manually recreating these pathways is both time-intensive and prone to errors, especially for complex or repetitive configurations.Suggestion:Introduce a "Duplicate Pathway" feature that allows users to quickly create copies of existing pathways or segments of pathways. This would streamline the workflow creation process by eliminating the need to start from scratch every time.Proposed Features: Duplicate Entire Pathway A straightforward option to duplicate an entire pathway, including all nodes, conditions, and actions. The duplicated pathway can be renamed and edited independently of the original. Segment Duplication Allow users to duplicate specific segments of a pathway (e.g., a group of related nodes or a particular decision tree). Drag-and-drop functionality for seamless integration into other pathways. Contextual Adaptation (Optional Enhancement) Provide prompts for users to adjust variables (e.g., roles, conditions, or field mappings) after duplication to ensure the new pathway fits the intended use case. Benefits:Time Savings: Significantly reduce the effort required to set up similar workflows, allowing users to focus on customization and optimization. Error Reduction: Eliminate inconsistencies and manual errors often introduced when recreating pathways. Scalability: Support teams managing multiple pathways across different departments or use cases. User Satisfaction: Enhance the overall user experience with a more efficient workflow creation process.Implementation Notes:UI Integration: Add a "Duplicate" button to the pathway editor or pathway management view. Error Handling: Ensure pathways or segments can only be duplicated when they are compatible with the intended context, providing clear prompts if adjustments are needed.This Duplication feature would align with Intercom’s goal of providing intuitive tools that make workflow automation faster and easier, especially for high-use systems like Workday integrations. It would benefit power users and teams in HR, finance, and operations who frequently build and adjust pathways.

    5
    Aleksei O
    Super User ✨
    Forum|Forum|3 months ago
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    Dan FellmanNew Participant

    Make support conversation content discoverable by GoogleSubmitted

    We would like to be able to make the content we generate in the process of responding to support requests available to be discoverable and accessible by Google search. One way to do this would be to provide integrations with external knowledge base platforms like Reddit or StackOverflow which would allow support team members to push conversations to the external platform to be posted there. Another way is to provide a way for support team members to push conversations to public articles in the Intercom Help Center (which are discoverable by Google).We generate tons of helpful content in our support conversations; it's a shame that all of that should remain locked within the walls of Intercom and not searchable.

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    Forum|Forum|3 months ago
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    Taylor ZormanNew Participant

    Include Intercom conversation link in Slack side conversation messagesSubmitted

    ProblemWhen a side conversation is started in Slack, there’s no direct link back to the originating Intercom conversation. Teammates in Slack can’t easily jump into Intercom for full context or to take action.Proposed solutionAutomatically include a clickable link to the Intercom conversation in the initial Slack message (or thread metadata).OR allow macros to have access to the conversation data so I could make one for the side conversation and macro quickly Here is the Intercom conversation link.Why this mattersFaster context switching for support teams Reduces manual copy/paste of links Improves collaboration between Slack and Inbox usersCurrent workaroundManually copying and pasting the conversation URL into Slack each time.

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    Forum|Forum|3 months ago
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    Rob LlewellynNew Participant

    Round Robin Macro or Hot Key like Functionality with Multiple ResponsesSubmitted

    No. I want one hot key (or macro) that has multiple different responses behind it in a round robin fashion.Keep it fresh for customers. When they are regular users of chat support they see the same responses over and over. It begins to be impersonal to them after time and they get annoyed that it seems robotic.For example I can create a macro that says "I’ve just picked up this ticket up, and I’m reviewing it now. I’ll get back to you shortly with an update." but I can also say a bunch of different responses and have it mean the exact same thing but not look robotic to the user."This is on our radar now — I’ll come back to you shortly with an update.""We’re on it now and will get back to you once we’ve reviewed the details.""I’m taking a look now — I’ll follow up in a little bit.""I’ve just started looking into this and will be back in touch shortly with an update.""Thanks for your note — I’m reviewing this now and will follow up shortly with an update."

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    Forum|Forum|3 months ago
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    Laura SargantNew Participant

    Search chat conversations on the customer sideSubmitted

    Implement search functionality in the messenger for the customer, allowing users so search across all chats for specific content

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    Forum|Forum|3 months ago
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    Patrice ChatmanNew Participant

    Native Claude MCP WidgetSubmitted

    To streamline efficiency - while CoPilot works for our knowledge base and external help articles, it would be great to have a native widget for Claude to enable our MCP and create an easier, more broad access to our entire company directory while keeping it within the confines of the platform for agent efficiency.

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    Forum|Forum|3 months ago
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    Taylor ZormanNew Participant

    Allow Messenger Article Search to include external knowledge sources (e.g., WordPress)Submitted

    Today, the Messenger “Article search” card only surfaces articles from the Intercom Help Center. It would be a big win to also include content from connected external knowledge sources (like a WordPress site) so customers can self-serve from the same place before starting a conversation.Key requirements:Show results from external knowledge sources in the Messenger Article Search experience Support WordPress as a connected source (since it’s already supported for Fin) Keep audience targeting rules so only permitted content is shown Keep the same “search + up to 4 suggested articles” flow, just expanded to external sources

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    Forum|Forum|3 months ago
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    Valentin PaulNew Participant

    Metric of availibilty channel in reporting (phone, convos, both)Submitted

    Would be actually super helpful to be able to distinguish between availability for phone, conversations or both in the custom report. Currently I can only see how many hours an agent is active in a day but I want to see what kind of active he is. Is he only active for conversations or for phone or for both? I could therefore filter in my custom reports better and understand the agents' working times. 

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    Forum|Forum|3 months ago
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    Lindsay McEwanNew Participant

    Prevent Call Wrap Up from being selected as Away status by AgentSubmitted

    “Call wrap up” should be non-selectable for agents (only set automatically after a call), since it’s currently a system reason that can’t be archived or hidden from the Away reasons list.If additional Call Wrap up time is needed, they can use a different custom away status like “Case Work”. Additionally “On a call” should not be selectable by any user” this should obnly be set via the system when an agent is on a call. 

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    Forum|Forum|3 months ago
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    EugenNew Participant

    Topics Explorer - APIsSubmitted

    Topics Explorer are currently only available in the UI, with no option to export data in any way, it’s mostly a visual tool.APIs around Topics Explorer would elevate this feature - eg. for internal or client reports.eg. GET Export Topics Explorer

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    Forum|Forum|3 months ago
    convozenai
    convozenaiNew Participant

    ConvoZen AI for Knowledge AnalyticsSubmitted

     ConvoZen AI provides advanced knowledge analytics and reporting capabilities that give enterprises complete visibility into how information is accessed, searched, and used across customer interactions. The platform tracks user queries, recurring support topics, unanswered questions, and low confidence responses to identify gaps in enterprise documentation before they affect customer experience.Teams can monitor the most searched topics across departments, products, and support channels to better understand customer intent and operational trends. By analyzing failed or incomplete responses, organizations can continuously improve their knowledge base content, update missing documentation, and strengthen AI response quality over time.The analytics system also measures how effectively the knowledge base contributes to ticket resolution, agent productivity, and automated customer support workflows. Businesses can evaluate which resources are most frequently referenced, which topics generate repeated escalations, and where customers experience friction during conversations.ConvoZen AI supports both AI agents and human support teams with centralized insights that improve decision making and response consistency across Voice AI Agent, Email AI Agent, WhatsApp AI Agent, and Social Media AI Agent. Real time reporting enables enterprises to detect emerging customer concerns, monitor sentiment trends, and optimize support operations at scale.The platform includes enterprise ready dashboards, searchable conversation analytics, utilization tracking, and performance monitoring tools that simplify knowledge management for growing organizations. By connecting customer conversations directly with analytics and knowledge systems, ConvoZen AI enables businesses to build more accurate, responsive, and scalable support environments while reducing repetitive queries and improving customer satisfaction across every communication channel.Connect with us for enterprise AI communication solutions and product updates.4th Floor, Kaikondrahalli, Kasavanahalli, Bengaluru, Karnataka 560035contact@convozen.aiFollow ConvoZen AI across social media for updates, insights, and AI innovation news.InstagramYouTubeLinkedinX

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    convozenai
    Forum|Forum|3 months ago
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    Molly KatolasNew Participant

    Workflow trigger for side conversation repliesSubmitted

    I’d like to be able to trigger a workflow if there’s a reply to a side conversation on a ticket. Currently the only action that’s taken on a conversation is ‘waking up’ the ticket from a snoozed state. Not all of our teams use the snooze feature, many of them use the ticket state instead. We have a ticket state that indicates we’re waiting on a third party, so ideally we’d be able to set the ticket to this ticket state and when the side conversation is replied to, I could then trigger a workflow to change the state of the ticket and also alert the assignee that the ticket needs attention.   

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    Forum|Forum|3 months ago
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    KaydeNew Participant

    Option to hide conversation attributesSubmitted

    I logged in this morning and the Conversation attributes are absolutely saturated with Fin attributes that I neither need nor want. I can’t effectively scan the information I do need. Unlike user attributes, there is no way to hide or unpin attributes, meaning I’m stuck with clutter, slowing down my ability to interact with my users. If these fields must exist (though I’m not clear what purpose they serve), as an individual, I should have the ability to hide them. 

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    Forum|Forum|3 months ago
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    Eva MowinNew Participant

    making the floating text editable for Fin for Sales.Submitted

    We are using Fin Sales Agent on our website, and the default floating text currently says “Need help?” (or the Swedish equivalent, as shown in the screenshot).Since Fin is being used in a sales role, we would like the wording to better match a more sales-oriented and conversational tone.It would be great if this text could either be customizable by us, or updated to something more suitable for sales interactions, for example:Have a question? Looking for something? Want to know more? Need help getting started?Right now, “Need help?” feels more support-oriented than sales-focused.  

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    Forum|Forum|3 months ago
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    Terry TafariConnector

    Button in intercom to send ticket/conversation to slack channelSubmitted

    Right now, the only way to send a notification to Slack is through workflows, which generate large, uneditable messages that include the cleints conversation and end up cluttering the channel.Ideally, we’d like to streamline this by introducing a button within Slack. When clicked, the button would send a cleaner, more concise message to the channel that includes the ticket link and an optional note that we can write beforehand.The goal is to keep the channel tidy and make the interaction more intentional—similar to how side conversations work in Intercom. At the moment, the issue with side conversations are they reopen closed tickets and don’t provide a clear link back to Intercom. This creates friction for the Slack team, who often need to investigate the ticket after the customer has already been handled.

    1
    Aleksei O
    Super User ✨
    Forum|Forum|3 months ago
    A
    Alan KeathleyNew Participant

    Sort Unassigned by User NameSubmitted

    We have a fair number of customers who will double, triple, quadruple text or email, and it would be very helpful to us to be able to sort the Unassigned Inbox view alphabetically (or “Waiting since” chronologically first, “User [name]” alphabetical second), to allow us to see these extra instances at a glance and avoid the risk of two CSRs addressing the same customer concern because the two messages were assigned separately.

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    Forum|Forum|3 months ago
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    Colin KanzariNew Participant

    Add Intercom Ticket HyperlinkSubmitted

    The new side conversation feature with the Slack integration is great for collaboration. One improvement that would make it even more useful is automatically including a hyperlink to the related Intercom ticket when a side conversation is created. This would allow team members to quickly access the original Intercom conversation for additional context before jumping into the side discussion, reducing back-and-forth and improving overall efficiency.

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    Forum|Forum|3 months ago
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    PatrickHNew Participant

    Side Conversation to SlackReleased

    To have great support, our support team has direct access to engineers to ask questions. We have set this up with side conversations in Zendesk so far. That worked really great: the support agent would create a side conversation to a specific team Slack channel asking the question, somebody from the engineering team would react in a thread which again would update the side conversation in Zendesk accordingly.Intercom has side conversation which are fantastic, but that Slack integration is just really really missing for us.What do you think of the topic? Others who’d love to see this in Intercom? 

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    Forum|Forum|3 months ago
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    SvetlanaNew Participant

    Custom Emojis for Knowledge Base Article TitlesSubmitted

    Allow admins to add custom emojis (including brand-specific or uploaded emojis) to knowledge base article titles in Intercom. This would help visually distinguish and highlight specific types of content, improving navigation and user experience.For example, companies offering multiple product tiers (such as Free ABC vs Paid ABC) could use unique emojis to clearly mark articles related to premium features. This makes it easier for users to quickly identify relevant content without needing to open each article.Key benefits:Improve content visibility and scanability within the knowledge base Help segment articles by product, plan, or audience Reinforce branding through custom visual markers Reduce user confusion by clearly labeling feature-specific documentationExample use case:Articles associated with Paid ABC could include a custom emoji in the title to differentiate them from Free ABC content.

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    Forum|Forum|3 months ago
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    Lucinda van der HorstNew Participant

    Flexible Conversation Merging ContextSubmitted

    Current restrictions on merging conversations cause significant disruptions in our workflow. We frequently encounter duplicate conversations with the same customer about the exact same topic. However, Intercom prevents us from merging them if a new participant is added at some point, or if a customer replies to an older email thread.Request:  Lower the strict restrictions on merging conversations. Allow agents to manually force-merge conversations regarding the same topic, regardless of minor changes in participants or email thread history.

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    Forum|Forum|3 months ago

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