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    3157 Ideas

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    Carol SmithNew Participant

    Add Albanian as Supported languageSubmitted

    At the moment we’re unable to add Albania as a supported language within the help centre.Adding it would be much appreciated. Thanks!

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    Forum|Forum|4 months ago
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    Julieta PerpetuaNew Participant

    MergingSubmitted

    Users should be able to automatically merge open conversations. Turning on ‘Prevent visitors from having multiple inbound conversations; within the messenger configuration is not enough as customers may open a conversation via email, or phone. This should be a setting to opt in or out.

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    Forum|Forum|4 months ago
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    Peter SchöllNew Participant

    Load Messenger before cookie consent with contextual cookie promptSubmitted

    Feature request: Load Messenger before cookie consent with contextual cookie promptCurrent behavior: The Intercom Messenger is currently only loaded after a visitor has given cookie consent via a cookie banner (e.g., OneTrust, Cookiebot, UserCentrics).If a visitor declines or dismisses the cookie banner, the Messenger does not load at all.The problem: This creates a poor user experience:Visitors who decline cookies have no way to contact support or ask questions There is no visible support channel on the page Users may not realize that accepting cookies would unlock the support optionFrom a business perspective, this means:Lost support inquiries Reduced engagement No alternative communication path for privacy-conscious usersProposed solution: Allow the Messenger to load in a "cookie-pending" mode before consent is given.In this mode:The Messenger widget is visible and can be opened When a user tries to interact (e.g., start a chat), the Messenger displays a contextual message explaining that cookie consent is required A button is shown that re-opens the cookie consent dialogThis approach:Maintains visibility of the support channel Educates users on why consent is needed Provides a clear path to grant consent in context Complies with GDPR (no cookies set before consent)Technical note: The Messenger could load in a "consent-required" state and trigger the cookie banner via standard IDs or API calls, for example:OneTrust: <button id="ot-sdk-btn">Manage cookie settings</button> UserCentrics: trigger via their JavaScript API or custom elementThis would work seamlessly with common consent management platforms.How this would support our workflow:Visitors always see a support option, regardless of their initial cookie decision We can offer a consent-in-context flow that's clearer and more user-friendly Support remains accessible for privacy-conscious users who may reconsider after understanding the value Reduces friction in the customer journeyReferences: This pattern is already used by some modern support tools and is considered a best practice for GDPR-compliant UX.

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    Forum|Forum|4 months ago
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    Melissa MacKenzieNew Participant

    Check for deleted articles during website sync, and also remove them from Intercom content sourcesSubmitted

    When website content is synced, it updates existing articles and adds new articles but does not automatically detect articles that no longer exist and remove them.  This should happen during the website sync to avoid old/invalid content from staying active within the Interocm’s content side of things.  During the sync, it should also remove articles that no longer exist.

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    Forum|Forum|4 months ago
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    Casey MaxwellConnector

    Fixed Ratio Photo Resize in ArticlesSubmitted

    It would sure be helpful to have the “drag to resize” functionality for images in Articles. While you can manually change the width and height, or enter in your desired values, there is no “lock” between the values to help it scale with a proper ratio, leading to some wonky images. Here is the current option:  Only have the option to manually adjust the width and height with values...not dragging the image. Best use case: I add an image to an article, and then can drag/pull the corners to scale the image up or down to fit the content. This prevents accidentally breaking the image or making it wonky. We’re not all designers who know the ins and outs of image scaling and sizing rules, and the usability here would be great to allow documentation teams to self serve without bugging the design team for visual issues. Thanks for considering!

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    Forum|Forum|4 months ago
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    Sam HelmNew Participant

    Customise Email NotificationsSubmitted

    Currently the email notification that users get for a ticket in Submitted, Resolved etc are default and uneditable. This has caused issues when a ticket is raised via email the customer gets a generic email stating the ticket is in Submitted and we will reply soon.We should be able to customise the templates that send out for each ticket state change notification.

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

    🚀 Feature Request: Evolution of Fin — From "Answer Engine" to "Knowledge Architect"Submitted

    The end of the static Knowledge Base is here Currently, Fin is the best in the business at retrieving answers. But even the best librarian is limited by the books on the shelf. To win the AI race, Fin needs to stop just reading the library and start building it. 🏗️ The Vision: The "Self-Healing" Support Ecosystem 🧠 Right now, the Knowledge Base (KB) is a bottleneck. It’s manually written, often out of date, and disconnected from the "grit" of real-time customer struggles. The Future: Fin shouldn't just be an "Answer Engine"—it should be a "Knowledge Architect." 🏛️ How it Works (The Unlocked Power): Real-Time Knowledge Mining 💎: Fin should analyze every live conversation. When it identifies a successful resolution to a problem not in the KB, it should flag it instantly.   Autonomous Article Drafting ✍️: Instead of a Support Manager spending hours writing docs, Fin should "draft" a new KB article based on the transcript of a perfectly handled chat or update existing.   Semantic Refresh 🔄: If customers start using new slang or technical terms for an old problem, Fin should update the tone and keywords of existing articles in real-time to match the actual language of the user.   Gap Identification 🔍: Fin should proactively tell us: "I’ve seen 15 people ask about [X] in the last hour; we have zero documentation on this. Should I create a draft?"   Why This is the Intercom Moat 🏰  Velocity Beats All ⚡: Competitors are still asking humans to manually update "Help Centers." If Intercom can offer a Self-Optimizing Knowledge Base, it will reduce the "Human-in-the-loop" requirement to a simple "Approve" button.   Accuracy at Scale 📈: By using Conversations as the Source of Truth, Intercom should ensure that Fin is never hallucinating based on 6-month-old data. It learns from what worked five minutes ago.   The Growth Play 🚀: This transforms Intercom from a "support tool" into a Product Intelligence Engine. Intercom not just resolving tickets it’s mapping the customer’s pain in real-time.   The "Mic Drop" Moment 🎤💥 By turning Fin into a Knowledge Architect, Intercom creates a platform that literally gets smarter with every single message sent. Let’s stop answering questions and start building the future of collective intelligence. ✅BTW: I’m aware Intercom has Content Gap Recommendations, but currently, that feature is a patch for the bot. It identifies where Fin failed so you can feed it a snippet to stop the escalation. My vision for a Knowledge Architect is different: it’s not about 'fixing Fin'; it’s about using the 'grit' of live conversations to automatically evolve the Help Center articles themselves. Intercom just trains an AI Agent; It should be using AI ensure that public knowledge is a real-time reflection of the product, written in the customer’s actual language. Stop Hiding Knowledge Gaps in the "Reports" Basement. 🏢📉Currently, most AI "insights" or "content gaps" are buried in an Analytics dashboard. A true Knowledge Architect lives when and where the work happens.Cheers,Roy 🇬🇧

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    Roy
    Top Expert ✨
    Forum|Forum|4 months ago
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    Sebastian KreutzNew Participant

    Add possibility to choose fro´m all attributes to copy into MacroSubmitted

    I would like to have the possibility to include additional Attributes into a Macro Text.We would like to use a Macro to sum up all ticket information in order to hand it over to our DEVs in Jira. But therefore I would appreciate, if I could fill in additional attributes - other that People, App, Event, and Company - into a Macro.Also Fin and Conversation attributes would be needed.I hope, that this is something that could be done. 

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

    Feature Request: ✨ AI-Powered Semantic Prioritization & Smart SortingSubmitted

    Hi Intercom Team 👋🇬🇧, ℹ️ Feature Request: ✨ AI-Powered Semantic Prioritization & Smart Sorting 🤯 The Problem: Chronological BottlenecksCurrently, conversation sorting is limited to chronological or rigid SLA-based metrics (e.g., "Last activity" or "Next SLA"). In a high-volume environment with 30-40 open chats, this "dumb" sorting treats a simple "Thank you" with the same urgency as a "System Down" emergency. Agents waste significant mental energy manually triaging lists to find critical issues, leading to burnout and delayed responses for high-value customers. ✍️ The Solution: Semantic AI SortingWe propose adding a ✨ AI Priority sorting option to the conversation management dropdown. This feature would utilize a "Middleware Triage" to analyze the intent and sentiment of every incoming message in real-time. 😇 Dynamic Triage: The AI automatically identifies and bubbles up frustrated users or high-intent leads (e.g., "Payment failed" vs. "Just checking in").✅ Seamless Integration: A new "AI Recommended" sort option should be placed at the top of the existing sorting menu. 🍳 Low-Level Effort: This can be implemented using existing LLM APIs (like Gemini) to return simple priority tags (e.g., priority: high) without restructuring the entire database. 👔 Why This Matters for the Product Efficiency: Agents move from "First-In-First-Out" to "Value-First" processing, ensuring the most impactful tasks get immediate attention. Customer Retention: High-urgency tickets are resolved faster, directly reducing churn risk for frustrated users. 🏦 Scalability: As chat volume spikes, AI sorting acts as an automated supervisor, preventing critical messages from being buried in the "Documentation Black Hole. Cheers,Roy 🇬🇧

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    Forum|Forum|4 months ago
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    Mari UchidaNew Participant

    When a conversation shows "seen by", display the email of the customer that opened itSubmitted

    When a conversation shows “seen by” right now it does not detail which participant in the conversation has opened the email. Ideally, there would be the ability to show the list of all participants to display whether each person has opened the conversation. Sometimes we are attaching internal company personal emails to conversations to ensure that our team knows we have completed a reach out. But if the internal employee opens the email, we’re unable to see if the customer actually opened the email. 

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    Forum|Forum|4 months ago
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    Lo WrightNew Participant

    Within Workflows messages from 'Author name' to be the teammates name rather than FinSubmitted

    We have a check-in automation workflow for emails so we can close them and they get a few check in emails spaced out to confirm resolution. These check in emails within the workflow are from ‘Author name’ which is always Fin it’d seem a lot more personal for the users if we could have this as the teammates name from the conversation rather than Fin. This or another option to add in ‘Teammates Name’. 

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    Forum|Forum|4 months ago
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    Tiaan FourieNew Participant

    Preview 'X' in a post builderSubmitted

    It would be good to show the 'X' (top-right) on the post preview/builder before setting it live. Had to test one in prod with me being the only audience member to ensure the user has a way to exit the post without the CTA link button being the only way out.

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    Forum|Forum|4 months ago
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    Gustaf WikingNew Participant

    Set an opened message as unread againSubmitted

    IT would be nice to be able to set a message as unread after reading, if you don’t have time to answer right away.

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    Forum|Forum|4 months ago
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    David WoozleyNew Participant

    Change font colour for Dismiss button on BannersSubmitted

    Request: give the option to change the font colour for the dismiss X button on banners etcUse case:One of our customers has been in touch to flag up that the dismiss X button on our banners disappears when she switches on accessibility modes in Windows 11. The customer is using the ‘Desert’ visual theme to improve contrast on her system, as she is visually impaired.As you can see from the screenshot, the X button on our banner is no longer visible. Giving us the option to change the button to a black font or similar may fix this. 

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    Forum|Forum|4 months ago
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    Matthew Moy de VitryNew Participant

    Converation: Quick reassign to previous assigneeSubmitted

    Many conversations are a shared responsibility between team members as we try to resolve an issue. In such cases, we use “assign to” after writing a message, so that team mate sees the message in their inbox. It would save us a lot of keystrokes if there was a quick action to “assign conversation back to previous assignee”, or if that was at least possible via a macro.

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    Forum|Forum|4 months ago
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    Sander BrijerNew Participant

    Add Drop Shadow Option for Images in Article EditorSubmitted

    When inserting images into Intercom articles, there is currently no option to apply a drop shadow effect. A shadow helps images stand out from the white article background, giving them a more polished, professional look, especially useful for screenshots, product UI captures, and diagrams that would otherwise blend into the page.We'd love to see a simple shadow toggle or style option in the toolbar (similar to how you can align or resize an image).Expected benefit: This would improve the visual quality of help articles and make it easier for customers to distinguish UI screenshots from the surrounding content, reducing confusion and improving readability.

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    Forum|Forum|4 months ago
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    BrianaNew Participant

    Add Filtering Option for Fin Audience in Knowledge Content FolderSubmitted

    It would be really helpful to have a filter for our content based on the Fin audience we’ve created. Even though we've set up audience rules to restrict website content to specific user groups, some pages are still appearing for all user groups.Right now, I have to manually scroll through all our pages (which is quite a lot) to find instances where the Fin audience is set to show to all groups and remove one group. It would be much more efficient if I could filter by Fin audience while reviewing our website content, so I can quickly see only the pages where all audiences are enabled and make adjustments as needed.  Thank you for your consideration!

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    Forum|Forum|4 months ago
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    cwalsh-topstepNew Participant

    Macro used shows in conversation eventsSubmitted

    Would love to be able to see which macro an agent used in conversation events. This was a feature at ZenDesk that I used to use all the time. It was very helpful since we have a large macro library and don’t have every one memorized. It would help with QA and training. 

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    Forum|Forum|4 months ago
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    Audrey WareNew Participant

    Product release intake: auto-flag impacted Help Center articles and update Fin’s knowledgeSubmitted

    Auto-flag Help Center articles that go stale when we ship product updates, and suggest the edits needed. This would keep Fin's answers accurate and the knowledge base updated without manual audits/new fin guidance every release.How it would work: we input release notes into Intercom; Intercom surfaces impacted articles and highlights recommendations for sections needing edits and/or net new content.Example Scenario: A feature is changed or removed in our product UI. We paste/upload release notes. Intercom surfaces the exact articles impacted and highlights the recommended edits or new articles. It also ensures that Fin is not surfacing old conversation answers that used to be true in the past. This reduces the risk of outdated content and keeps self-serve accurate.Why it matters: Reduces outdated self-serve content, improves Fin resolution rates (meaning more $ across all customers using fin), and scales KB maintenance as release velocity increases. I imagine even Intercom could leverage this internally for their own knowledge base.

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    Forum|Forum|4 months ago
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    AdahNew Participant

    Cross-posted ticket notes should trigger reassignmentSubmitted

    Hello,When a note is cross-posted from a ticket, it can unsnooze the conversation but does not trigger reassignment — even if the assigned teammate is on away & reassigning.This creates inconsistency, as other actions (like customer replies or side conversation responses) both unsnooze and reassign.Impact:Reopened conversations can remain assigned to unavailable teammates, leading to delays and the need for manual reassignment.Expectation/Proposed BehaviourIf a cross-posted note unsnoozes a conversation (i.e., changes its state to open), it should also be able to trigger reassignment rules; assigning the conversation to an active teammate when the current assignee is away & reassigning.This ensures updated conversations are picked up and handled by active team members.

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    Forum|Forum|4 months ago
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    andreamedinaNew Participant

    Conditional workflows when a word is mentionedSubmitted

    If a specific word(s) is mentioned in the conversation, be able to automatically assign a tag or apply a specific workflow 

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    Forum|Forum|4 months ago
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    Employee
    kmoreno4Employee

    convert phone to ticketSubmitted

    convert phone to ticket

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    Employee
    Forum|Forum|4 months ago
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    Emma KNew Participant

    Converting a inbound phone call to ticketSubmitted

    Currently there isn't a way to convert a inbound phone call to a ticket, and the workaround is to create a standalone Customer ticket on behalf of the customer outside the phone conversation.It might be less time consuming if the convert to a ticket could work on a phone call conversation as well as an ordinary conversation to save time for the engineer, as the summary is already on the phone call conversation.

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    Forum|Forum|4 months ago
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    KrisNew Participant

    Custom snooze presetsSubmitted

    Would be nice to be able to have snooze presets. Often we want to snooze for another team member who is working in another part of the world and has a different shift start time. I have to currently custom snooze but if there was a way to save the snoozes, that would save time.  

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    Forum|Forum|4 months ago
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    Lauren GriffithsNew Participant

    Show keyword/subject line trigger in conversation eventsSubmitted

    As well as Fin, we use subject line and keywords to sort our conversations into different inboxes depending on the content. I find that sometimes I can’t see exactly why a conversation was automatically sorted into a specific inbox and it would be useful to see what exactly triggered it.  Dixa had this enabled. 

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    Forum|Forum|4 months ago

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