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    3157 Ideas

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    Léo Renaud-AllaireNew Participant

    Update Help Center article translations through MCPSubmitted

    The current MCP only supports updating articles in the account’s default language.Being able to update articles through MCP is already super useful and powerful. We can automate updates to our articles following releases, code changes, business rules updates, etc.But given that we support multiple languages (2), any kind of automation falls short because we still have to manually go into the UI to update the translations.It would be a huge unlock for anyone with a multilingual Help Center, and I can’t help but think it shouldn’t be a big lift to support.Thanks!

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    Forum|Forum|4 months ago
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    VetleNew Participant

    Auto-select outbound “From” address based on customer brand/market (multi-brand outbound)Submitted

    Today, when starting a 1:1 outbound conversation from the Inbox, the “From” address defaults to the workspace default reply address, and teammates can manually pick any verified custom address from the dropdown. This is error-prone in multi-brand setups where different brands need different sender addresses.Request: Add an option so the outbound “From” address is automatically selected based on the customer’s brand (and ideally other attributes like market), so the right sender is used by default and reduces mistakes when many addresses are available.Use case: A teammate opens a customer on Brand A and clicks “New conversation” - the “From” should default to Brand A’s default address, not the workspace default.

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    Forum|Forum|4 months ago
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    VetleNew Participant

    Brand-scoped multilingual glossary (per brand, not workspace-wide)Submitted

    Today our Glossary applies workspace-wide, so the same term is always translated the same way everywhere. For multi-brand companies, this is limiting because different brands use different wording. Please add an option to scope a glossary entry to specific brands, so a word can be translated one way for Brand A and differently for Brand B (or not at all), without affecting other brands.

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    Forum|Forum|4 months ago
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    ImmortalNew Participant

    Fin as an internal assistant for conversation insights and reportingSubmitted

    Hi team,We’d love to use Fin not only for customer-facing conversations, but also as an internal assistant for the support team — helping us quickly extract insights from past conversations and generate reports on demand.Use cases:Finding feature requests in conversations Often, customers share feature requests casually during chats, and it’s difficult to quickly locate them later.It would be extremely helpful to ask something like:“Show me recent feature requests related to [product/feature]” “Find conversations where users mentioned missing functionality”And have Fin return relevant conversations or summaries.Generating custom reports from natural language Instead of manually building reports, we’d like to ask Fin questions like:“What was our Fin resolution rate last week vs this week?” “How many conversations did we have in March vs April?” “Did the resolution rate increase or decrease, and by what percentage?”Fin could use existing data to generate quick insights and comparisons.Quick metrics on demand Sometimes we just need a fast answer without building a full report, for example:Total number of conversations in a given period Fin resolution rate CSAT trendsHaving Fin instantly provide these numbers would save time and improve team efficiency.

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    Forum|Forum|4 months ago
    Roy
    Top Expert ✨
    RoyTop Expert ✨

    Why Fin Needs a "Persona-Based" Architecture 🎭Submitted

    Hey everyone! 👋 I’ve been diving deep into the new multi-role capabilities for Fin, and while the "one agent for everything" approach is a great start, I believe the next evolution of Fin should be Persona-Based. Right now, we have one "Fin" with one name and one tone across the whole journey. But in the real world, a customer's needs change as they move from the storefront to the support queue. Here’s why I think Intercom should develop the ability to define distinct Personas (e.g., "Mike" for Sales vs. "Thomas" for Support): 1. Trust is Built on Context 🤝A "Sales" persona needs to be proactive, persuasive, and high-energy 🚀. A "Support" persona needs to be empathetic, cautious, and technical 🛠️. Using a single "Humorous" or "Professional" tone for both feels like a compromise. 2. Visual Continuity & Human-Centric Design 🖼️By allowing us to set different Names and Avatars for different services: For Sales: A friendly face (Mike) that feels like an account executive. For Support: A specialist identity (Thomas) that signals expert assistance. This helps customers mentally "switch gears" and sets the right expectation for the conversation.  3. Specialized "Tool-Belts" for Agentic AI 🧰If we treat these as separate personas, we can define specific Permissions and Data Connectors for each: Mike (Sales) could have access to HubSpot or Salesforce to check lead status 📈. Thomas (Support) could have access to internal dev docs or API logs to troubleshoot bugs 🐛.  4. Cleaner Analytics & Handoffs 📊Separating personas allows for role-specific KPIs. We could measure "Mike" on Conversion/Booking Rate and "Thomas" on Resolution/Deflection Rate. It also makes the "AI-to-AI" handoff possible—imagine Thomas realizing a query is actually a sales lead and "transferring" the user to Mike! The Vision: Moving from a "Generalist Bot" to a "Specialized AI Team." 🏛️🇬🇧 I’d love to hear from the product team and the rest of the community—would you prefer one consistent Fin, or do you see the value in a squad of specialized AI personas? #FinAI #ProductFeedback #AgenticAI #CustomerEngagementCheers, Roy 🇬🇧

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    Roy
    Top Expert ✨
    Forum|Forum|4 months ago
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    Shagundeep ThathiNew Participant

    Better table formatting options for Knowledge and Help Center articlesSubmitted

    Intercom's current table editor in Help Center articles is limited to basic cell input with no control over column widths, text alignment, cell padding, or header row styling. This makes it difficult to create clear, readable reference tables — especially for content-heavy articles like bug trackers, feature comparisons, or release notes where structured data is central to the article's value.

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    Forum|Forum|4 months ago
    Justin Dean
    Justin DeanNew Participant

    Store Temporary Attributes in Fin’s Conversation MemorySubmitted

    Today, temporary attributes in Intercom are limited to the lifecycle of a single procedure. This creates friction in conversations that involve multiple procedures or handoffs, since any intermediate state is lost when switching contexts. To work around this, we currently promote short-lived data to permanent attributes, which introduces latency, adds complexity, and clutters our data model.We’re requesting a way to make temporary attributes persist for the duration of a conversation (i.e., session-scoped), so they can be shared across procedures without needing to be written to permanent storage. This would allow us to pass state more efficiently between workflows, reduce unnecessary read/write cycles, and improve responsiveness.A conversation-scoped attribute layer—automatically cleared when the conversation ends—would make it much easier to build fast, reliable, multi-step conversational experiences without compromising performance or data hygiene.

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    Justin Dean
    Forum|Forum|4 months ago
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    Matt LowesNew Participant

    Slack notifications for phone calls show up with illogical languageSubmitted

    I have a workflow to send a notification to slack when we receive a phone call to our Intercom number. I cannot edit what Intercom sends to Slack. Intercom sends an illogical, fairly useless set of information. It takes one of two forms:“Received participant added notification” instead of says who sent the message and previewing that message [Name] received new phone call event - this is closer to what I’m looking for but [Name] is the person making the call, not receiving the call. The text should be “[Name] called you.”I want what Intercom posts to Slack to be useful for my business but I have no way to adjust what is delivered in Intercom. Can you fix this?

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    Forum|Forum|4 months ago
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    Martin S11Active User

    Update Mobile Conversations APPSubmitted

    Intercom mobile app is missing some key features, like send a new message (email, sms, (WhatsApp)) like a ordinary email app. And we use Reusable Workflows quite much in conversation for lead updates that we can start from browser but not from mobile.Its a hassle to see some messages and cant answer or want to send a new email and we need to wait until the day after when we get in the office to our computer to answer or send the email.If we would move totally to intercom these need to be added in mobile app. Also the UI would like a update and the Speed .-)We been using intercom many years now and mobile app has not had a major update, It´s about time!

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    Forum|Forum|4 months ago
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    Kayla LattaNew Participant

    Ability To Display Public Articles In Multiple FoldersSubmitted

    SummaryWe’d like the ability to place a single public article in multiple folders within the Help Center, rather than being limited to just one.Use CaseWe organize our Help Center both by user role (Onboarding paths) and by feature/topic (e.g., Transaction Management).For example, Transaction Management articles are highly relevant in multiple contexts: As part of Onboarding folders tailored to specific user roles (Agents, Admins, TCs) Within a centralized Transaction Management folder for ongoing reference Currently, we have to choose one location or duplicate content, which creates issues with: Content maintenance (updates must be made in multiple places) Version control and consistency User experience (articles aren’t always surfaced where users expect them) Proposed SolutionAllow public articles to be: Displayed in multiple folders (multi-location support), or Referenced/linked across folders without duplicating the article itself Impact / Value Reduces duplicate content and maintenance overhead Ensures consistency across Help Center content Improves discoverability for users navigating by different paths (role-based vs. topic-based) Supports more flexible and scalable knowledge base organization Additional ContextThis would be especially valuable for teams with more complex onboarding flows or multiple user personas, where the same content naturally belongs in more than one place.

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    Forum|Forum|4 months ago
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    Stuart CS - David P. - SNew Participant

    Internal Articles displayed in multiple FoldersSubmitted

    We are having to duplicate internal articles so they’re located in multiple sections. Previously we used Guru, and there we were able to show a singular article in multiple sections, avoid duplicating work - which then becomes problematic in the future keeping them up to date.

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    Forum|Forum|4 months ago
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    Marco BernardNew Participant

    Publishing of new hc articles should inform usersSubmitted

    Topic: Help Center — Notification for newly published articlesArea: Intercom / Help CenterContext: The News tab in Intercom is reportedly not intuitive enough for end users to discover new content. Users are missing newly published Help Center articles because there is no proactive notification mechanism in place.User Story: As an end user, I want to be notified when new Help Center articles are published, so that I can stay informed about new support content without having to check the Help Center manually or asking FIN if there is new content available.

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    Forum|Forum|4 months ago
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    Katee SafferActive User

    Route “Resolved” Fin Conversations to a Team (via Workflow Trigger)Submitted

    We’re looking for a way to route conversations to a human team after Fin AI Agent has resolved the user’s questions — specifically through Workflows, not Procedures.Important context:We need this workflow to be triggered based on conditions like specific URLs (e.g. contact buttons or pop-up proactive messaging on a specific page)And at this time, that requires Workflow-level control. This cannot be handled in a Procedure currently, as far as I understand. Use case:There are certain topics where Fin can fully answer questions, but a manual action is still required afterward.Example:A user lands on a migrations page and clicks “Contact us” Fin answers all their migration-related questions The conversation is resolved But we still need it routed to our team to process the migration requestCurrent limitation:If we force routing early, we lose the benefit of Fin answering questions first If we let Fin resolve, the conversation never reaches the team Procedures don’t solve this because they can’t control post-resolution routing based on entry conditions like URLWhat we need:A Workflow-based solution that can:Trigger from specific entry points (e.g. URL, button click, referral source) Allow Fin to fully handle and resolve the conversation Then automatically route the conversation to a specific team Optionally mark it for internal follow-up without reopening it to the userWithout this, we’re forced to choose between automation or operational workflows, instead of combining both.Ideal behavior:Workflow triggers → Fin handles conversation → Fin resolves → Workflow routes to team for internal processing

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    Forum|Forum|4 months ago
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    InformerNew Participant

    Automatic translate e-mailsSubmitted

    Intercom is now translating the chat conversations and I love it. We can help our German customers quicker and better.But the translation is only working on chat conversations. I would love to see that the translation also is doing e-mails. 

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    Sylvestre Dupont
    Forum|Forum|4 months ago
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    Luis CarrascoConnector

    Make Back office tickets available in the Conversations AppSubmitted

    The ProblemCurrently, the Intercom mobile app lacks critical parity for Back Office Tickets. For teams with field agents, managers on the move, or back-office staff who need to collaborate away from their desks, the mobile experience is currently a bottleneck.The specific limitations include: Missing Context: You cannot see the Ticket Title or Description. Data Blind Spots: Ticket Attributes (custom fields) are not visible or editable. Collaboration Gaps: The ability to cross-post internal notes or see linked conversation history is limited or non-existent. The Use CaseWe have a back-office team that needs to collaborate on tickets "on the go." Whether they are commuting, moving between buildings, or working on-site, they need the same level of visibility as the desktop version to ensure SLAs aren't missed, and information remains accurate.Proposed SolutionWe need a "Ticket View" parity update for the mobile app that includes: Full Header Visibility: Display the Ticket Title and ID clearly at the top of the mobile UI. Attribute Access: A dedicated tab or "Details" section within the mobile ticket view to see and edit all Ticket Attributes. Cross-Posting & Internal Notes: The ability to add internal notes to a ticket and see the full thread of internal collaboration, just as you would in a conversation. Description Support: The ability to read (and ideally edit) the initial ticket description/summary. Views for Tickets: have views in the app The ImpactImplementing this would allow back-office teams to remain truly mobile, decreasing response times for complex issues and ensuring that "Work from Anywhere" actually applies to the ticketing side of Intercom, not just the chat side.

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    Forum|Forum|4 months ago
    Aleksei O
    Super User ✨
    Aleksei OSuper User

    Branches before step A of the workflowSubmitted

    Hey team! This is something quite straightforward, but I thought I’d share it anyway: I’m building multilingual workflows based on the user's browser language and currently have to make duplicates for other language versions since I can only start applying conditions after the initial message (Path A) I would ideally prefer to have different language versions within one workflow as it allows better language/version control. 

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    Aleksei O
    Super User ✨
    Forum|Forum|4 months ago
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    Oscar JimenezNew Participant

    Weekly QA samplingSubmitted

    Assign X random conversations per teammate for review (including phone calls and Fin not involved)I need some kind of tool that assigns an specific amount of conversations from my teammates for my review on a weekly basis. Some of these conversations are phone calls, some of them do not have 2 messages from Fin nor 2 responses from the customer.Monitors is a great tool, but it only works for conversations with at least 2 messages from Fin and 2 messages from the customer, and I need a sample of all conversations, not only those with the previous criteria.

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    Forum|Forum|4 months ago
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    Susan MathewsNew Participant

    Trigger a Workflow when a user attribute changesSubmitted

    Today, Workflows can’t be started just because a user/ticket attribute changes. It would be really useful to have a trigger that fires a Workflow when a specific attribute is updated (for example, “plan”, “status”, “region”, or a custom attribute). This would let us automate follow-ups, routing, or internal actions based on attribute changes, without needing a customer message or other event.

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    Forum|Forum|4 months ago
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    Jay LangridgeNew Participant

    Label Product Tour Steps in the builderSubmitted

    When discovering issues with Product Tours, it tells you which step they failed on, e.g. ‘Step 7’ but the steps in teh builder aren’t labelled as such. It would make it so much easier if they were when making edits, additions, and finding errors, etc.

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    Forum|Forum|4 months ago
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    Joris WitkampNew Participant

    Add more ways to fix: "Fin did not try to answer because the sender could not be authenticated"Submitted

    When Fin is deployed over E-mail there is a DMARC security (setting) before Fin will answer to the e-mail. In my case; like 20-30% of the incomming e-mails aren’t getting answered because of this problem:  "Fin did not try to answer because the sender could not be authenticated"Fin escalates the conversation immediately, even when Fin could answer the e-mail so easily.  Right now, there aren’t any options to troubleshoot this problem or any triggers to solve it automatically. So my question is: Can you guys find a way to automate the process what fixes the error and so can Fin the e-mail that was sent in the first place? 

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    Forum|Forum|4 months ago
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    Jess GallantNew Participant

    Force the "ask" feature to ask for permission before updating Fin instructionsSubmitted

    Edit: seems like despite it saying it’s making an update, it does ask for confirmation once it’s finished the proposed update. The thought process as it loads give the impression it’s going to make the update without confirmation,Just like with Claude, the ask feature is too eager to make changes to things. I want guardrails in place that it always asks before updating procedures, guidance, etc rather than just updating itself and having to click “stop” before its too late. 

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    Forum|Forum|4 months ago
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    Ashley YauNew Participant

    Allow to select ticket state when converting a ticketReleased

    Sometimes, we decide to convert an email conversation into a ticket in the middle of an ongoing conversation. It feels odd to the customer when they see an email notification that a ticket is created under a submitted status, as they have already been in touch with us. I wish we could select the ticket status while converting it 

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    Paul D
    Forum|Forum|4 months ago
    Alex M.
    Alex M.New Participant

    Anyone Else Noticing that Intercom Phone has a UK dial tone?Released

    Is anyone else noticing that the Intercom Phone, when customers call, when it's connecting it sounds like the UK Dial Tone (https://www.youtube.com/watch?v=0aJYmQp4Q7U) and not a US dial tone (https://www.youtube.com/watch?v=j2Hck4Bmifw)I understand Intercom is compatible in other countries but how can we establish a clear US based ring?

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    Paul D
    Forum|Forum|4 months ago
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    Niklas HambüchenNew Participant

    Participants list: Sort customer users before our own staff based on domainSubmitted

    When showing users (e.g. in the conversation list and in the "User" column), when there are multiple users, it should prefer to show the customer's user, not users from our own domain (which appear e.g. when replying or forwarding via email), so that one can see who the customer is. Right now we have the problem that when one of our team forwards an email to Intercom or replies via email, they show up as colleague@example.com, and in the conversation list, often that then shows up as the primary users. This means we cannot easily see in the conversation list who the actual customer is; instead we see primarily our own colleague. It would be great that if Intercom could solve it like this: In the conversation’s participants list, sort users that are not from our own email domain _before_ users that are from our email domain.For example, if our email domain is @example.com, and the participants list is [me@example.com, colleague@example.com, customer@company.com], it should sort it as [customer@company.com, colleague@example.com, me@example.com], so that customer@company.com is the first one that determines what’s shown in the conversations list (“customer@company.com and 2 others” is a lot more useful than “me@example.com”).

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    Forum|Forum|4 months ago
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    WestleyNew Participant

    Allow end users to subscribe to Help Center article updatesSubmitted

    SummaryLet customers subscribe to Help Center articles and receive a notification when that article is updated. Today, once an article is published, there's no built-in way for readers to know when it changes. This forces customers to either re-check articles manually or rely on us to broadcast every update through other channels.Use caseOur Help Center hosts articles that change as products, firmware, and integrations evolve. Examples include known issue trackers, device compatibility lists, troubleshooting guides, and changelogs. Customers actively rely on these articles to stay current on the state of their deployments.When we update one of these articles (for example, marking a known issue as resolved, or revising a workaround), the customers who care most about that article have no way to find out. They either keep checking back, or they file a support ticket asking for status, which creates avoidable inbound volume for the support team.Proposed behaviorAdd a "Subscribe to updates" or "Notify me of changes" option on each Help Center article, visible to logged-in and anonymous readers. Anonymous readers enter an email address to subscribe. Logged-in / identified readers can subscribe with one click. When an article is meaningfully updated (admin-triggered, not every minor save), subscribers receive an email notification with the article title, a short summary of what changed (optional admin field), and a link back to the article. Admins can see subscriber counts per article and choose whether a given save event should trigger notifications. Subscribers can unsubscribe from a single article or from all article updates with one click.Why this mattersReduces inbound "any update on this?" tickets Keeps customers proactively informed without requiring outbound campaigns from the support or product teams Increases the value and stickiness of the Help Center as a source of truth Aligns with how other knowledge base platforms (e.g. Zendesk Guide, Notion, GitBook) already handle article subscriptionsWorkaround todayWe currently have to manually email or message affected customers when a known-issue article changes, or hope they happen to revisit the page. Neither scales. I’ve seen free page-change monitor tools like Visualping, Distill.io, or Wachete that let anyone paste in a URL and get an email/Slack notification when the page content changes, but it seems a bit ridiculous to ask customers to do this, so we will not be doing that.

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    Forum|Forum|4 months ago

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