Product Wishlist | Community
Skip to main content

Your Guide to Joining the Beta Group & Navigating the Product Wishlist

Join the Beta Group 🎉 You can now join the Beta Group and get exclusive early access to product betas, share feedback and contribute to shaping the In...

    Idea Pipeline

    Filter by idea status

    Browse by category

    3157 Ideas

    N
    Nitin RankaNew Participant

    When using a pointer in a product tour, there should be an option to keep the background responsive.Submitted

    Currently, when a pointer displays, it automatically dims the background to highlight the message, and the background becomes unresponsive while that pointer is shown.So there isn’t a setting to keep the background responsive while a pointer is active. This setting should be there.

    0
    N
    Forum|Forum|4 months ago
    E
    Evie LynchNew Participant

    Auto-assign to the teammate who already has an open ticket with the same customer (by company name/domain)Submitted

    Today, Workflows can auto-assign based on message content, conversation attributes, and company info you track, but they can’t auto-detect “this teammate already has an open ticket with this customer” and route the new ticket to them. Use case: When a new ticket is created for a customer, if a teammate already has an open ticket with that customer (matched by company name or domain), assign the new ticket to that same teammate automatically.Why it matters: This helps keep account continuity without relying on name mentions, and reduces the need for manual reassignment.

    1
    Roy
    Top Expert ✨
    Forum|Forum|4 months ago
    L
    LawhivelauraNew Participant

    Personalisation for CSATSubmitted

    On Zendesk, you are able to personalise your CSAT a lot more than on Intercom. 3 main things I’d like to see change: Rating options: currently defaults to emojis from terrible to amazing. Having an option for Satisfied / Not Satisfied would be more appealing for our type of service. Being able to change from emoji’s to starts would be nice touch too. You are not currently able to add dynamic content/fields to the message. I want to be able to say : How did [insert teammate name] did today? And have the teammate name be populated by the name of the agent who was assigned to the conversation when it was closed.  I would like to have a macro or a button which would easily enable customers to update their rating if they rating the agent by accident, or changed their mind once we rectified our mistake. This encourages agents to want to resolve things correctly for customers - whereas currently they can’t do much once someone has rated them and left a comment.

    1
    J
    Forum|Forum|4 months ago
    A
    andreamedinaNew Participant

    How many conversations were assignedSubmitted

    I would like to have the option to know how many conversations had assigned a team member in a specific timefrime. For example, by 9:20AM, X person had 3 conversations in their inbox

    0
    A
    Forum|Forum|4 months ago
    J
    JamiNew Participant

    Report for users seen vs users heard fromSubmitted

    Intercom’s conversation based reporting has a great opportunity to expand further with more user and company level insights. For example, adding the ability to track total clients, alongside how many have engaged within a given timeframe, would offer valuable visibility.Enhancing user reports with company level data could also help highlight how many organizations or clients have started conversations over a specific period, creating a more complete and actionable view.  For example it would be very helpful to have a report that shows “users seen” vs “users heard from”.

    0
    J
    Forum|Forum|4 months ago
    A
    Amy M.New Participant

    Make it easier to see how many translations are availableSubmitted

    There’s no simple way to see how many AI translations are left, so my message may not go out in the right language. It’s very confusing.

    3
    Roy
    Top Expert ✨
    Forum|Forum|4 months ago
    E
    Erika KronwaldNew Participant

    Converting a chat conversation to an emailSubmitted

    I understand that Chat conversations that are unanswered become Emails, but our users were used to Freshdesk where we would convert the conversation to an email so they could have the data neatly in their inbox. It would be nice to change the channel type from Chat to Email to adjust the formatting to follow up. Our users tend to prefer more thorough emails, so the chat sending after the conversation is not as ideal.

    4
    E
    Forum|Forum|4 months ago
    I
    ImmortalNew Participant

    Add a “Delete Chat History” Button for ClientsSubmitted

    Sometimes clients request that their chat history be deleted from their account for privacy or personal reasons. It would be great to button in the client interface to allow them to remove their chat history from their view. Importantly, the chat history should still be stored for agents/admins for internal tracking and potential future issues.

    1
    T
    Forum|Forum|4 months ago
    A
    Abbie HopkinsNew Participant

    Change catrgory for Fin guidanceSubmitted

    It would be very helpful to allow category change within the guidance editor.Often, I will find my guidance changes over time and needs to be moved category, but this is a manual process of creating a new guidance and copy/pasting content over. Not only for speed, this removes usage stats. While in alot of cases this will be necessary as the guidance scope will have changed you may not want to lose those stats if you have simply miscategorised a piece of guidance or slight change in wording reuqires a move to a more accurate category. 

    0
    A
    Forum|Forum|4 months ago
    Dana
    DanaConnector

    Other Help Center Analytics instead of GASubmitted

    Would like the ability to use other analytics for the Help Center instead of Google Analytics. For instance, Fathom Analytics that focus more on user privacy.

    2
    C
    Forum|Forum|4 months ago
    Rachel M12
    Rachel M12Connector

    Ssee date and time in views and searchesSubmitted

    Hi Team,When looking at views, searches and reports it is often hard see exactly when a conversation was started or closed as the default view is to show ‘Time since’ and display in either minutes/hours/days/months etc. It would be really helpful if this was configurable to be able to have the option to show the actual date and time as often I am trying to track down conversations based on when they started.  

    0
    Rachel M12
    Forum|Forum|4 months ago
    I
    Ismael Martinez MoralesNew Participant

    Customized conversation sortingSubmitted

    As of now there are limited attributes to define the conversation prioritization as per https://www.intercom.com/help/en/articles/6553774-balanced-assignment-deep-dive.CX score is a reporting metric that can’t be use as a sorting attribute. Already tried creating/using new CvDAs too but can’t be added to the sorting attributes.   Being able to customize our own sorting attributes will allow us to revamp our conversation sorting to prioritize customers based on CX score and ticket count. 

    0
    I
    Forum|Forum|4 months ago
    CourtneyBorawski
    CourtneyBorawskiNew Participant

    Ability to PIN 📌 and EDIT notes in each chatSubmitted

    Notes can become very long, and copying and pasting to make edits or updates is time-consuming. It would be incredibly helpful to have the ability to pin a main note to each chat, with the option to easily edit it as needed.

    3
    A
    Forum|Forum|4 months ago
    G
    GemmaBNew Participant

    when using links from H1 / H2 in an article, could we please have the name of that section appear rather than the numbers ID presently populated?Submitted

    I have previously used another software that when linking to a H1 or H2 section of another article, the URL actually populates that section with text. Intercom seems to use a numbers ID. The reason this is useful and important is that when checking links when hovering, you can quickly see where it is directed too with text rather than having to click or copy then paste the intercom link into a new tab to see where it is going. Very frustrating and time consuming. See images below for examples.  

    1
    C
    Forum|Forum|4 months ago
    L
    Lindsay McEwanNew Participant

    Send SMS to any number (not stored as Lead or User)Submitted

    Our support team offers support to our customers and our customer’s customer. That said, our customers are stored in our systems as users, but not all of our customer’s customers are stored - nor do we need to. However, we often need to send an SMS update to these individuals. In most phone systems, this isn’t an issue - they act just like any phone where we can send a text to a number, even if it’s not stored as a saved contact. We need the same ability for Intercom’s SMS functionality. We do not use the SMS channel for Outbound SMS, we only use it as a support channel.    

    0
    L
    Forum|Forum|4 months ago
    Aiden Taylor
    Aiden TaylorNew Participant

    Countdown for Call Wrap-UpSubmitted

    It would be great to have a countdown timer in the call wrap-up banner. This will allow agents to clearly see how much time they have left to finish wrapping up so they are prepared for the next call.

    1
    L
    Forum|Forum|4 months ago
    L
    Lindsay McEwanNew Participant

    IVR timeout fallback: route to Hold and assign call when no input is made.Submitted

    In an IVR step where a customer can be given the option to request a callback or stay on the line and wait for the next available agent, we should be able to re-prompt the caller with the ability to request a callback every few minutes. However, every time we use a Reply Button path in the IVR workflow, it requires input from the end user. Thus, there is no ability for us to say “to request a callback, press 1. Otherwise, stay on the line for the next available agent”. Instead, if we want to offer the ability to request a callback every few minutes, the caller must always make a selection (like press 2 to wait on the line). Without making a selection after 3 minutes, the call will automatically end. This is a horrible caller experience. As of right now, we are basically given 2 options: only offer the caller the option of a callback once throughout the IVR, or prompt them over and over again - most of the time ending in the caller getting unintentionally disconnecting because they’re tired of pressing 2 to stay on the line.  Ideally we should be able to configure how many times the Reply Button path repeats itself after no input and configure an option when no input made. 

    0
    L
    Forum|Forum|4 months ago
    E
    Eyad SahebNew Participant

    Retain company name on the inbox view for multi-participant conversationsSubmitted

    When there are multiple participants on a conversation, the inbox view loses the company name So when I’m scanning the inbox looking for that ticket from “Acme Corp” I can’t find it quickly, and I have to either search for it or open the multi-participant convo’s to see which one it is.

    0
    E
    Forum|Forum|4 months ago
    J
    Juan CarlosNew Participant

    Allow Fin AI Guidance to Reference Help Center Collections or Tags (Not Just Individual Articles)Submitted

    It would be incredibly helpful if Fin AI’s Content & Source Guidance allowed us to reference entire Help Center collections (or even tags), instead of requiring individual article links.Right now, our Help Center is structured so that multiple articles live under the same topic within a collection. When configuring Fin AI guidance, we have to manually add each article one by one. This creates a few challenges:There’s a character limit in the guidance field, which makes it difficult to include all relevant articles It’s time-consuming to maintain, especially as content grows It’s not scalable, every time we add or remove an article, we need to manually update the guidanceBeing able to point Fin AI to a collection (or dynamically include articles via tags) would make this much more efficient and future-proof. It would ensure guidance stays up to date without constant manual intervention.This would be a big quality-of-life improvement for teams managing larger, structured Help Centers.

    1
    V
    Forum|Forum|4 months ago
    A
    Alia ANew Participant

    How can we test reusable workkflows betterSubmitted

    Right now we can only changes to reusable workflows once we set them live. We should be able to have a testing phase of the process where the changes work in draft such as setting escalation rules in workflows before pushing them live to customers. Without this there is a risk that we publish changes which dont work or push the changes too early and they’re live to customers without proper collaboration or testing.

    0
    A
    Forum|Forum|4 months ago
    G
    George.USNew Participant

    Improve Macros FunctionalitySubmitted

    We would like to see more actions added to macros such as:Change ticket state Ability to add the text as internal note Ability to remove a conversation tag Ability to set conversation tags (removes all existing tags and replace them with the one in the macro)

    2
    Sonal Raval
    Forum|Forum|4 months ago
    D
    Dima ChuhunovNew Participant

    Add Uzbek langauge ASAPSubmitted

    Pls add Uzbek language for AI detection, as many Uzbek customers are not speaking russian, or don’t fully understand it. You have whole bunth of localization languages, but not Uzbek, and we have link 250k customers speaking Uzbek

    0
    D
    Forum|Forum|4 months ago
    Roy
    Top Expert ✨
    RoyTop Expert ✨

    Feature Request: AI-Powered Article Templating & DraftingSubmitted

    Hi Intercom Team 👋🇬🇧, ℹ️ Feature Request: AI-Powered Article Templating & Drafting  🤯 The Problem: Currently, starting a new help article is a manual "blank canvas" experience. Even with a clear title like "How to Set Up a Billing Account," we have to manually structure the headers, steps, and warnings from scratch. It’s a bit of a slog, really. ✍️ The Solution: Introduce an "AI Draft" or "Suggest Template" button right next to the Article Title. Dynamic Templates: Based on the title keywords (e.g., "How to," "Troubleshooting," "Integration"), the AI should suggest a proven structure. One-Click Drafting: An "AI Write" feature that uses the Title and perhaps the "Data" sidebar context to generate a first draft that we can then "British-ify" and edit.  It feels like a massive opportunity to speed up the workflow for Knowledge Managers. After all, if Fin can answer questions for our customers, it should surely be able to help us write the answers in the first place! Any chance this is on the roadmap, or are we stuck with the blank page for now? Cheers,Roy 🇬🇧

    2
    C
    Forum|Forum|4 months ago
    Sam M13
    Sam M13Connector

    Talk to Transfer First for TeamsReleased

    When selecting “Talk to Transfer First”, have the option to transfer to a team. This will help when they call the wrong product line and we need to transfer to a different team, but not a specific person. Still gives us that nice hand off so the customer doesn’t have to reexplain the issue, without forcing a specific teammate to take it every time.

    3
    Paul D
    Forum|Forum|4 months ago
    T
    Trond DragelandNew Participant

    Macros - Editing ticket statusReleased

    We are getting a lot of feedback from customers about too many ticket notifications coming through, so we are looking into more ways to combine multiple actions into one.Would it be possible to add functionality to macros to be able to change statuses of tickets? You can close a conversation via macro, but currently they don’t seem to be able to manipulate ticket statuses.This would help both when we use ‘take it’ and ‘solve’ macros where we want to post a canned response together with a status change.

    5
    Paul D
    Forum|Forum|4 months ago

    Browse by category

    • Product Areas & Popular Topics
    • Core Inbox
    • Data
    • Fin & AI
    • Integrations, API & Custom Actions
    • Intercom Community
    • Knowledge & Help Center
    • Messenger
    • Mobile Conversations App
    • Omnichannel (Whatsapp, Facebook, Instagram, X, Switch)
    • Phone
    • Proactive Support
    • Reporting
    • Security & Compliance
    • Third-party Apps & Plugins
    • Tickets
    • Workflows
    • Workload Management (Conversation Assignment)
    • Expert VOC
    Terms & ConditionsAccessibility statement