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    3157 Ideas

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    Noel CollingsNew Participant

    Make Secondary Inboxes actually work for phone callsSubmitted

    My team supports multiple products and so has multiple “inboxes” for incoming phone calls. While the primary and Secondary inboxes seem to work for conversations (they are assigned to primary people first and secondaries as a fallback) this logic does not work for phones.  The result is that some people get phones calls for products they do not support (but need to be on the inbox just in case cover is required). Ideally if someone is listed in a Phone Inbox as a “Secondary” they should only be assigned a call if NO primary teammates for that box are available

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    Forum|Forum|3 months ago
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    Corrie Hermans-WebsterConnector

    Merge usersSimilar functionality

    There should be an easy way to merge users, leads, companies, etc. Sometimes duplicates happen and I should be able to easily merge them (think Hubspot or Apple contacts). This is a common feature in other apps. I know there is a workaround, but I shouldn’t have to put in all of that work to fix an error. 

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    Marsel Verheijde
    Forum|Forum|3 months ago
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    Noel CollingsNew Participant

    Add dialler option for outbound calls from conversations or ticketsSubmitted

    If you are working on a ticket or conversation the outbound call options are limited to the user only.As an IT team we often need to talk to other people at the users end or speak to their IT team.Being able to dial a different number and keep the call within the existing conversation would make audit logs and the process itself much smoother and save a lot of time.

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    Forum|Forum|3 months ago
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    Noel CollingsNew Participant

    Configurable Notifications for chat and phone callsSubmitted

    We have recently moved to Intercom and are using it for incoming Chats, Tickets and phone calls.It would be a massive help if a user had granular control of their notifications - for example being able to set different sounds and volumes for new items being assigned, replies to existing items or incoming phone calls. As it stands there is a single sounds for all notifications, and the incoming call “ringer” appears to be hard-coded as I can’t find ay settings for it.

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    Forum|Forum|3 months ago
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    Madeline G.New Participant

    Specific SLA Type Indicators in Conversation ListsSubmitted

     Goal: Display the specific type of SLA (First Response, Next Response, or Close Time) directly in the team inbox and custom views. The Problem: Currently, the conversation list only displays the time value and color (e.g., "5m" in a red oval). While this indicates when a breach occurs, it doesn't show which SLA is breaching. Agents cannot distinguish between a Next Response breach (high urgency) and a Time to Close breach (lower immediate urgency). This makes it impossible for agents to effectively prioritize their workflow at a glance without clicking into every ticket.Proposed Solution: Add a visual identifier or label (e.g., "FRT" for First Response, "NRT" for Next Response, etc.) next to the SLA timer in the conversation list. Allow the conversation list to be sorted or filtered by those specific SLA types so agents can tackle specific types of breaches first. Business Impact: Enables smarter triage, ensures faster customer responses, and prevents agents from wasting time on low-priority breaches while critical response windows are missed.

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    Forum|Forum|3 months ago
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    Madeline G.New Participant

    Enable Priority Routing & Secondary Inboxes for Round RobinSubmitted

    The ProblemCurrently, advanced routing features (specifically Priority Routing and Secondary Inboxes) are exclusive to the Balanced assignment method.While the Balanced method aims for equal workloads, it creates a "Efficiency Tax" for our team: Performance Penalty: High-performing agents who close tickets quickly are immediately served new ones, while slower agents "protect" themselves from new volume by holding onto open tickets. Lack of Flexibility: To access the critical logic of Priority Routing, we are forced to adopt a distribution model that we find suboptimal for team morale and throughput.   Solution A: Decouple Advanced Logic from Assignment MethodsDecouple Priority Routing and Secondary Inboxes from Balanced and enable them as global features that can be toggled on, regardless of the distribution model. This would allow us to keep the objective fairness of Round Robin while still ensuring VIP tickets are surfaced first and overflow is managed via Secondary Inboxes.Solution B: Introduce a New "Advanced Round Robin" MethodIf the Balanced architecture is too distinct for decoupling, we propose a new assignment method: Advanced Round Robin (or "Round Robin+"). This method would function exactly like the current Round Robin (circular distribution) but would include the "perks" currently exclusive to Balanced: Priority-First Distribution: The Round Robin "wheel" spins only for the highest priority tickets first. Secondary Inbox Support: The ability to route to a backup inbox if no agents in the primary Round Robin pool are available.   Use Case & Business Impact Fairness: Round Robin ensures an objective distribution of leads/tickets regardless of an agent's current backlog speed. Criticality: We need Priority Routing to ensure our VIP customers are seen first, regardless of the distribution method. Workflow Efficiency: Secondary Inboxes are vital for our tiered support structure. Being unable to use them with Round Robin forces us to choose between "fair distribution" and "organized workflows."   Summary of Requested Changes UI Update: In the Team Inbox settings, allow the "Priority Routing" toggle to remain active when Round Robin is selected. Logic Update: Allow "Secondary Inbox" selection to be compatible with the circular assignment logic of Round Robin.

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    Forum|Forum|3 months ago
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    EduardoNew Participant

    Feature Request – Color-Coded Tags for Improved QA & Operational EfficiencySubmitted

    Hi Intercom Team,My name is Angel Sanguino, and I’m reaching out on behalf of the QA Specialists team at Stake Colombia.We would like to propose a feature enhancement regarding the tagging system within Intercom. Currently, tags are limited to names, descriptions, and emojis, which, while helpful, do not fully support efficient visual categorization in high-volume environments.Use CaseIn our daily operations, we handle a large number of conversations that require precise categorization for QA audits, reporting, and performance tracking. For example:COL - Verification COL - Dormant account reactivationIf tags could be assigned fixed or customizable colors (e.g., green for Verification, orange for Dormant accounts), it would significantly improve the way our team processes and reviews tickets.Proposed EnhancementWe suggest introducing:Custom color assignment per tag Consistent color visibility across Conversations and Contacts Optional color legend or grouping for better organizationExpected ImpactImplementing color-coded tags would provide:Faster visual identification of ticket categories Improved accuracy in manual tagging Reduced cognitive load for agents and QA reviewers More efficient auditing and reporting processes Better scalability for high-volume support operationsWhile emojis offer some level of differentiation, they do not provide the same clarity and immediacy as color-based categorization, especially when managing large datasets. I attach an image. ClosingWe believe this enhancement would bring strong value not only to our team but to any organization relying on structured tagging systems for quality assurance and operational efficiency.Thank you for considering this request. We would be happy to provide further context or participate in feedback sessions if needed.Best regards,Angel SanguinoQA SpecialistStake Colombia

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    Forum|Forum|3 months ago
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    Ashley MNew Participant

    Fix teammate presence, it’s causing duplicate workSubmitted

    Show teammate presence while a teammate has the conversation open (even if not actively typing), until they close the tab or move on.Teammate presence in conversations needs to persist while someone has the ticket open, not just while they’re actively typing.Right now, presence disappears too quickly or inconsistently, which leads to multiple teammates working on the same conversation without realizing it.This has happened repeatedly: I’m actively working in a ticket, step away briefly (5–10 minutes), come back, and someone else is already in the same conversation. In multiple cases, they didn’t see my presence at all, even though I never left the conversation. At the same time, I could see their indicator, so it’s also inconsistent.This is not just a minor UX issue, it directly wastes time and creates duplicate work.Impact:Teammates unknowingly duplicate effort Drafts and in-progress replies get overridden or conflicted Requires Slack or external coordination to avoid stepping on each other Creates unnecessary friction between teammatesExpected behavior:Presence should persist as long as a teammate has the conversation open There should be a clear indication when someone is “in” a conversation, even if idle Draft presence should be reliably visible across all teammates - super important! This is a core workflow issue for teams and should be treated as a priority improvement. Thank you! 

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    Forum|Forum|3 months ago
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    Sophia CenNew Participant

    Implement filter functionality to filter out closed tickets for the customer (end user)Submitted

    When the end user is viewing their conversation and ticket history, they should be able to easily filter out closed / resolved tickets so that they are only viewing open issues.

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    Forum|Forum|3 months ago
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    EnvoyKevinNew Participant

    Disable self assignmentSubmitted

    It would be nice if you could disable self assignment. This way that you’re able to ensure that the round robin function takes place. Right now we have to monitor the queue in order to prevent cherry picking during peak hours. 

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    Forum|Forum|3 months ago
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    Jasmine AdgersonNew Participant

    Add a "snooze duration" label in the Snoozed inbox view, so I can see how long each conversation is snoozed for without waiting for it to reopenSubmitted

    This would be especially helpful when snoozing conversations far in advance for  specific type of follow-ups on a certain date. Being able to see the snooze duration or reopen date directly in the Snoozed view would make it easier to keep those conversations grouped and plan ahead.Right now, since that information isn’t visible, I have to track the date separately outside of the product. Having this visible would make scheduling and managing future outreach much more efficient.

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    Forum|Forum|3 months ago
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    ben naughtonNew Participant

    please make tickets portal customisable!Submitted

    currently a bit of a nightmare for our customers - would be great to have more control over the way it works!

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    Forum|Forum|3 months ago
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    Julian BurkeNew Participant

    Feature Request: Show Email Attachment File Metadata Logs (especially when attachments are dropped)Submitted

    1. The Problem:Currently, when an inbound email contains an attachment that Intercom rejects (due to size limits, unsupported file types, etc.), the system leaves a generic note in the conversation stream: "Attachments were dropped from this message." Because there is no context regarding what was dropped, support agents are forced to reply to the user and ask them to clarify what file they were trying to send. This creates unnecessary back-and-forth, delays resolution times, and creates a frustrating experience for both the agent and the customer.2. Proposed Solution:Update the "Attachments were dropped" event log to include the basic metadata of the dropped file.Example of current state:📎 Attachments were dropped from this messageExample of desired state:📎 Attachments were dropped from this message:Feature_Request_Bribe_v2.pdf (6.7 MB)Definitely_Not_A_Virus_Jared.zip (4.2 MB)Please_Build_This_Jared.png (2.2 MB)image001.png (45 KB)3. Why this matters (Business Impact):Context: Agents instantly know if the dropped file was a crucial document (like a PDF checklist) or just a harmless email signature image.Efficiency: Eliminates the need to ask the customer "What did you attach?"Customer Experience: Customers don't feel like their files disappeared into a black hole without explanation.4. Technical Feasibility:Since Intercom's backend already receives the Multipart MIME message and parses the headers (Content-Disposition, Content-Type, etc.) to evaluate whether to keep or drop the payload, this metadata is already being temporarily held in memory. Writing these specific header values to the conversation event log before purging the file data should be a highly feasible, low-lift addition that provides massive value to support teams.

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    Forum|Forum|3 months ago
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    BekaNew Participant

    Reordering workflowsSubmitted

    From a workflow management perspective it would be really nice to be able to move elements around in your workflows based on where you’d like to place them. The “tidyup” feature is nice but sometimes moves things in a way that isn’t super easy visually to follow. 

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    Forum|Forum|3 months ago
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    BekaNew Participant

    IVR Recording EditsSubmitted

    It would be really nice to be able to edit the recordings directly in the IVR workflows given they are just text to speech anyway. Ie. being able to open them edit the text, pick a voice save and move on instead of having to either record a new one or replace the old one. 

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    Forum|Forum|3 months ago
    Pamela Van Gasse
    Pamela Van GasseActive User

    Change SLA once it is createdSubmitted

    For now it is not possible to change SLA settings once they have been created. If something needs to change, new SLA settings need to be created and used in the workflow. It would be much easier to be able to change those settings.

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    Forum|Forum|3 months ago
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    BekaNew Participant

    Custom VoicesSubmitted

    I’d like to be able to customize the voice that is used to request a CSAT rating on phone calls. Right now it’s just a default voice and it isn’t even the voice you choose for FIN. At the least I’d hope for continuity between the voice you choose for FIN and all other voice automations throughout the product. 

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    Forum|Forum|3 months ago
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    KalynNew Participant

    Feature Request: "Do not assign to Creator" option for specific ticket typesSubmitted

    Hello,We are currently facing the following issue:A teammate raises a specific back office ticket type The ticket is auto-assigned to an inbox with Balanced Assignments method (switching to manual assignment is not an option) The teammate who raised the ticket is part of the inbox and gets the ticket assigned to themWe have a particular back office ticket type that necessitates the involvement of a different teammate so that an independent evaluation is performed. Thus, having an option to prevent balanced assignment to the ticket creator will be helpful.

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    Forum|Forum|3 months ago
    John Beynon
    John BeynonNew Participant

    Option to hide 'Fin Attribute' reasoning private commentsSubmitted

    I’d love the option to be able to set Fin attribute reasoning to be hidden, or perhaps follow the “Show conversation events” flag,  We have several attributes and it can be quite noisey.  

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    John Beynon
    Forum|Forum|3 months ago
    Thomas Hils
    Thomas HilsNew Participant

    Additional configuration options for email codes on Data ConnectorsSubmitted

    When using an email code for data connectors I’d like to be able to configure two options: Choose the time out window myself Automatically communicate the time out window (regardless of whether it’s custom or not) to the customer whenever the security code is invokedA 10 minute window is very short and customers are often stuck in a loop requesting new codes over and over. This could be off-set with a longer window, and better communication about these timeouts. It seems like an industry norm to communicate time out windows by default and it’s strange that this isn’t done.

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    Thomas Hils
    Forum|Forum|3 months ago
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    Ismael Martinez MoralesNew Participant

    Inbound translationsSubmitted

    As of now, the Glossary only controls how terms are translated in outgoing messages. It does not apply to incoming customer messages.  Fin guidance can’t rewrite or “correct” how inbound customer messages are translated in the Inbox either.Goal: to control how terms are translated in inbound messages.Use case: to ensure Fin connects with the correct internal knowledge or concept when translating phrases or messages from other languages, e.g. the same concept can be referred in a very specific phrase in a specific language that if translating literally will never get to the right reference. 

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    Forum|Forum|3 months ago
    Daniel Rönnberg
    Daniel RönnbergActive User

    Set conversation language already when creating a new conversationSubmitted

    In some cases, we need to proactively reach out to users via Intercom. For these situations, we use macros as templates for our messages. To better support our global user base, we also rely on real-time multilingual inbox translation.Currently, when using the multilingual inbox, it would be helpful to have the option to set the conversation language at the time of initiating the message. This way, the message could be automatically translated into the user's preferred language from the start, making the user experience even better.

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    Forum|Forum|3 months ago
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    Bethany HNew Participant

    Macros to be searchable by contentSubmitted

    There is an existing request for this but it does not seem to have been revisited for two years. We need to be able to search our macro base by content and not just title. This is a big blocker for auditing and keeping our macros up to date. 

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    Forum|Forum|3 months ago
    Nurit
    Innovator ✨
    NuritInnovator ✨

    Search macros by contentSubmitted

    It would be beneficial if agents could search for macros by their content in addition to their titles. This would allow them to quickly locate the specific macro they need without having to recall the exact title of the macro.

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    Forum|Forum|3 months ago
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    William PowellNew Participant

    Whatsapp typing animation / indicatorSubmitted

    Hi, Whatsapp supports typing indicators, it would be amazing if this could be added into Intercom so customers can have more certainty that they will receive a response. See here: https://developers.facebook.com/documentation/business-messaging/whatsapp/typing-indicators/Thanks!

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    Forum|Forum|3 months ago

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