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    3157 Ideas

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    Ted KimNew Participant

    Data --> People --> Custom Attribute ImprovementsSubmitted

    Currently when you add a custom attribute the name and the key are the same thing, but the name is what is used for support agents and sometimes represents a variable in the codebase, but for an agent can be something more human readable or understandable. I should be able to set each one independently, but right now the name and the key are connected and tied together.

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    Forum|Forum|3 months ago
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    MadiDNew Participant

    Keyboard shortcut for send +snooze for later todaySubmitted

    Would LOVE if there was a keyboard shortcut that allowed us to send + snooze until later today. I send + snooze almost every single conversation. There is already a keyboard shortcut that “sends+ close” but not one for this action. Don't tell me to use the menu bc that’s not a “keyboard shortcut” 

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    Forum|Forum|3 months ago
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    Eder Islas GNew Participant

    Rename and reorder messenger apps in SDK versionSubmitted

    Allow reordering and renaming Messenger spaces in the mobile SDK

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    Forum|Forum|3 months ago
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    LukaPNew Participant

    Mark conversations as unreadSubmitted

    A person from customer should imo be able to mark a conversation as unread, even if they are not tagged in the convo

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    Forum|Forum|3 months ago
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    Jessica VestNew Participant

    Export PDF or Image of reportingSubmitted

    For any reporting in intercom it is essential for us to be able to download an image or pdf of a report like a bar graph or topics explorer report etc a csv is not helpful to share with our team. Zendesk already does this it will extremely beneficial. 

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    Forum|Forum|3 months ago
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    Tejas RaoNew Participant

    Expose attribute change details in Conversation Parts APISubmitted

    Currently, conversation_attribute_updated_by_admin parts in the Conversations API return completely empty metadata: {} fields. The Intercom UI renders these events as "Attribute: 'Topic v2' detected as X by Twist" but this name/value data is not accessible via the API.Request: Populate the metadata field on conversation_attribute_updated_by_admin parts with at minimum:attribute_name (e.g. "Topic v2") attribute_value (e.g. "Order Cancellation") detection_method (e.g. "workflow" / "manual") Use case: Exporting full conversation transcripts that mirror the Intercom UI, including the inline attribute detection events in their correct chronological position.

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    Forum|Forum|3 months ago
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    Ben NicholasNew Participant

    Livechat conversation allocation settings to be separate from email conversation settingsSubmitted

    We have dedicated livechat agents, and we want the way that livechats are allocated to be different from the way tickets are allocated. However, it appears to be all under the same thing and therefore we can’t have manual email conversation allocation but still have round robin livechat conversation allocation.It would be beneficial to have these operate separately, and even better as two entirely separate but linked views, so that it is clear what is from the chat widget and what is an email.

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    Forum|Forum|3 months ago
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    AlbertoNew Participant

    Affichage de jours sur le calendrierSubmitted

    Hello la team, je voulais juste vous faire passer une idée d'amélioration : Au moment de snooze une conversation, il serait super d'afficher les jours suivants de la semaine. Cela éviterai de cliquer sur le mois suivant à chaque fois.Par exemple, le calendrier s’arrête au 30 Avril au lieu du 2 Mai.   

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    Forum|Forum|3 months ago
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    talfNew Participant

    Download article as a PDFSubmitted

    Hi, 3 possible scenarios we see:Customer want to download an article as a PDF from the messanger Customer want to download an article from the Help Center as a PDF We would like to export articles from the Intercom Mgmt Interface and send to customers as a PDF/ bulk of PDFs. 

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    Forum|Forum|3 months ago
    Tonje Ness Meinhardt
    Tonje Ness MeinhardtActive User

    CX Score for Phone ConversationsSubmitted

    We would love to see CX Score available for phone conversations, not just chat and email. Current LimitationToday, CX Score is only available for chat and email conversations. Even when a full transcription exists, phone calls are excluded from CX Score, Insights, and Reporting.  Why This MattersPhone conversations are a critical part of our customer experience and often involve the most complex or sensitive cases. Not being able to measure CX Score for voice creates a gap in our CX reporting and makes it harder to compare quality across channels. Proposed ImprovementEnable CX Score calculation for phone conversations when a full transcription is available. This would allow:Consistent CX measurement across chat, email, and phone Better use of existing transcriptions More complete Insights and Reporting for teams that rely heavily on phone supportValueThis feature would significantly improve cross-channel CX analysis, and help identify coaching opportunities for phone support.

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    Tonje Ness Meinhardt
    Forum|Forum|3 months ago
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    Daniel FosterNew Participant

    Ability to choose which knowledge folders the content team can editSubmitted

    Ability to choose which knowledge folders the content team can edit. We need to decrease risk by giving content editors access to edit ALL knowledge articles in a workspace. 

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    Forum|Forum|3 months ago
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    Daniel FosterNew Participant

    Change publication defaultsSubmitted

    Ability to make fin toggle disabled as default for newly published content.

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    Forum|Forum|3 months ago
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    YmarieNew Participant

    Option to edit responses sent to customerSubmitted

    Typos are inevitable so it’s nice to have an option to edit last sent message rather than having to delete the entire message. As you can see on this conversation, I typed in “firs” instead of “first” . It would be convenient to have the option to edit it. Typos are common as we also watch our average handling time. Thank you!  

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    Forum|Forum|3 months ago
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    Ted KimNew Participant

    Order Data for Support AgentsSubmitted

    In tabs like “User Data” when you are looking at the side panel from the agent perspective, I want to order the attributes and the fields that best fit my needs or my teams’ needs, but there isn’t a way to order after you pin them.

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    Forum|Forum|3 months ago
    Aiden Taylor
    Aiden TaylorNew Participant

    Phone call participationSubmitted

    Currently, participation includes notes and replies. If an agent is involved in a phone call, that is not counted as participation, but should be. 

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    Aiden Taylor
    Forum|Forum|3 months ago
    JHarlowe
    JHarloweConnector

    Additional Custom Attributes For Teammate ProfilesSubmitted

    The current teammate profiles (admin profiles) are fairly basic and do allow for an editable text field for a fun quote.The idea we are putting forward is to allow for custom attributes (fields) to be able to be created for teammate profiles, these could be use to list teammates professional certifications for instance.One or two extra fields that could be either lists or multi line text would be a great start.

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    Forum|Forum|3 months ago
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    Mads EgmoseNew Participant

    Fin AI: draft email replies for human reviewSubmitted

    ProblemFin handles chat well — short turns, fast iteration, low downside if a reply needs a follow-up. Email is a different beast. Threads are longer, context spans days or weeks, and the stakes are higher: customers expect a considered, accurate response, and a wrong reply is much harder to walk back than in a live chat.That makes full autonomy a poor fit for most email conversations. But it doesn't mean Fin can't help. Right now, the gap between "Fin resolves it autonomously" and "agent writes from scratch" is too wide for email — there's nothing in between.ProposalWhen a new email arrives, Fin generates a draft reply using:- The full thread context- Connected knowledge sources (help center, macros, past resolved threads)- Brand voice and tone settings already configured for FinThe draft sits in the conversation ready for an agent to review, edit, or send. A confidence indicator and visible source citations would let agents verify in seconds rather than re-researching the answer.Why this is valuable- Cuts response time without giving up the human-in-the-loop check that email genuinely needs.- Captures Fin's value on conversations that today are 100% manual.- Creates a feedback loop: agent edits become signal for improving future drafts, and eventually for moving simpler email categories toward autonomous resolution.Use caseWe run a marketplace where most supplier-side conversations happen over email. They're rarely fully automatable, but most of what we write is a variation of something we've written before. A Fin draft would save the majority of the writing time per reply while keeping us in control of what actually ships.

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    Forum|Forum|3 months ago
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    Jose FloresNew Participant

    API endpoint to remove a teammate’s inbox seatSubmitted

    Right now, seat removal can only be done in the UI. I’d like an API endpoint (PUT /admins/{id} or similar) that lets us revoke a teammate’s seat programmatically.We want to manage those that do not login or use Intercom for more than 30 days programmatically. We found we can find those via the API, but we can’t remove the seat.We need the API updated.

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    Forum|Forum|3 months ago
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    Tom JNew Participant

    Please fix CSAT UXSubmitted

    I was digging why only few of our conversations have actual CSAT rating and I believe the reason is the terrible UX.When the question is asked, only smileys appear which makes you think one click and that’s it. But no, once you click on the smiley the text input with additional arrow appear, but they are in the inactive state so user has no idea he needs to actually click on the arrow. The rating is submitted ONLY when the grey arrow is clicked.Can someone please improve this or allow us to customize this form? Thank you. 

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    Aleksei O
    Forum|Forum|3 months ago
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    ImmortalNew Participant

    Support GitHub repositories as a knowledge source for AI syncSubmitted

    Currently, AI content sync works well with websites and hosted documentation pages, but it does not support pulling structured content directly from GitHub (e.g. public or private repositories containing developer documentation).In our case, we maintain part of our developer documentation in a GitHub repository (e.g. https://github.com/Crocoblock/plugins-documentation), and it would be extremely valuable if the AI could use this source when generating responses for users. It will allow to keep developer documentation in GitHub as the single source of truth and ensure AI can answer technical questions using up-to-date GitHub docs

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    Forum|Forum|3 months ago
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    Ben NicholasNew Participant

    Allow partial deletion of existing email trailSubmitted

    When an email is forwarded from another department which isn’t using Intercom, their internal email needs to be removed so that clients can’t see it.At present it is possible to select the existing trail in the reply box and delete the entire trail, but this means that the trail is lost for the response being sent and therefore there is no context for the response.A workaround is to then copy and paste the part of the trail you do want, but these can often be very long, and it will also end up putting your email signature right at the end of what you have pasted instead of after the most recent response.We would simply like to be able to highlight and delete the last response like you can in Outlook or Freshdesk in case it is an internal email which we would not want to be included to the client.

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    Forum|Forum|3 months ago
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    ChelseaMWNew Participant

    13 Numbers in AustraliaSubmitted

    Not able to call 13 business numbers within Australia through Intercom.  As we deal with multiple external stakeholders who use this landline number this does make it difficult for staff as we cannot use work phones for these calls.  

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    Forum|Forum|4 months ago
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    Daniel LeNew Participant

    Enable Hotkey for export conversation transcript.Submitted

    I’d like the export conversation as a text file in the UI, have a key bind/hot key assign to it. As part of my workflow I export whole conversations regularly to feed into my AI agent to analyse the tickets.Currently my process is to manually selected it from the UI drop-down menu here.  

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    Forum|Forum|4 months ago
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    Crysta HuszaiNew Participant

    Tooltips that are persistent indefinitelySubmitted

    As the Manager of the Customer Onboarding team, we heavily rely on sandbox environments for customer enablement. Ideally, I’d be able to have tooltips that I can set to be persistent beyond the initial interaction so users can go back and review them as they’re learning the software platform.

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    Roy
    Forum|Forum|4 months ago
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    Sascha GloeNew Participant

    Using Cloud API for WhatsAppSubmitted

    Currently we can use our phonenumber only on Intercom. But Intercom is limited in using this number and sending messages there. It is not even possible to use Intercoms API to send a transactional mail programmatically. It would be nice, if we could send transcactional mails with our own system through the WhatssApp Cloud API and then also connect Intercom to the same WhatsAPp Cloud API.

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    Forum|Forum|4 months ago

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