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    Rhiann Porter
    Rhiann PorterConnector

    Ability to merge duplicate users or leads with the same email address would be very usefulSimilar functionality

    It seems very strange that if a customer contacts us from different devices or after clearing their website cookies, instead of merging the new lead with the existing lead, Intercom just creates them a new profile with a new user ID. No other system I’ve used allows duplicate users/leads with the same email address, and usually they force you to use the existing contact, so why is this the case with Intercom? It makes it very difficult for our support staff to keep track of different conversations from the same person if they have multiple users. Of course, we can search their email address in Users/Leads and open each profile to read each conversation in separate tabs, but this is pretty time consuming and isn’t helpful on a busy day. Are there any plans to make it possible to do something as simple as merging duplicate users and/or leads?

    32
    4 months ago
    Luis CarrascoConnector

    Availability only for Emails/ChatsSubmitted

    Currently, it is only possible to be available for phone and conversations, but it would be great if we could choose to be available for email or chat. 

    0
    4 months ago
    Ellen RistoNew Participant

    Choosing default values in ticketsSubmitted

    As of now you can add custom fields in tickets. I would like the feature of adding default values to different fields in the tickets, to not have to do it manually every time. Eg. If I have a custom field named “Price” I would like it to be automatically set with 1000, and then have the opportunity to change it. As of now you do not have that feature. 

    0
    4 months ago
    Sarah BoydNew Participant

    Full text search in reporting so we can filter conversations by keywordsSubmitted

    I’d love to be able to understand our customers sentiment based on keywords in their body of their message to us. For example if we update our product being able to do a keyword search to understand how many customers are asking us about this and their sentiment would be a great tool for sharing insight across the wider business. Appreciate we could tag but this is very manual and relies on keeping tagging data clean and maintained 

    0
    4 months ago
    Ahmad AktaaNew Participant

    bug - setting archive to false is not working on ticket_typesSubmitted

    Using the PUT request to archive a ticket_type, it works fine, but when you send the “archived” to be false, unarchiving does not work. curl -i -X PUT \  https://api.intercom.io/ticket_types/{ID}\  -H 'Authorization: Bearer <TOKEN>' \  -H 'Content-Type: application/json' \  -H 'Intercom-Version: 2.15' \  -d '{    "archived": false  } I tried it through the API Docs environment, using postman, and throwing it from code through HTTP, nothing seems to be working.

    0
    4 months ago
    和田友助New Participant

    Access Intercom's official Help Center via MCP or APISubmitted

    Currently, Intercom MCP/API access is limited to content within a workspace's own Help Center(s). It's not possible to programmatically search or retrieve articles from Intercom's official Help Center (https://intercom.com/help).When tuning Fin, we often want Claude (or similar AI agents) to pull in reliable, up-to-date knowledge about Fin's capabilities, limitations, and best practices.What I want to achieveUse external AI agents (like Claude) Query Intercom's official documentation directly Retrieve structured Help Center content programmaticallyCurrent limitationOnly workspace-linked Help Centers are accessible No official way to fetch Intercom Help Center content via MCP/API Requires manual copying or syncingSuggested improvementProvide access to official Help Center content via:MCP (existing or new endpoint), or a separate MCP server (e.g. "Intercom Knowledge MCP"), or a dedicated public API for documentationSupport search + article retrievalWhy this mattersEliminates duplication and manual sync Ensures AI agents use the latest official guidance Improves developer experience

    0
    4 months ago
    MaryNew Participant

    Fin operatorSubmitted

    The Fin AI operator seat should have a standalone flat fee, independent from the add-on plan — for teams that only need the AI agent without the full suite.

    0
    4 months ago
    Jack EtheringtonActive User

    Merge Conversations from Recent Converstions Sidebar AppSubmitted

    We use Merge Conversations a lot when customers create multiple Conversations about the same issue. It would be a big productivity boost if we could merge from Recent Conversations sidebar. Current Process:Open Conversation1 Check Recent Conversations(2,3,4) for dupes Identify Conversation2 as a dupe Open Conversation2 in new window Press “Merge into” Find Conversation1 in list MergeProposed ProcessOpen Conversation1 Check Recent Conversations(2,3,4) for dupes Identify Conversation2 as a dupe Press “Merge into Current Conversation” in sidebarEdit: Typo in title :confounded:

    1
    4 months ago
    OG MoiloaNew Participant

    Add 'None' field to Monitor Review IssuesSubmitted

    Currently, when reviewing conversations in Monitors, you are blocked from submitting a review by having to select an issue type in Review Issues, i.e Incorrect Monitor, Incorrect Product, etc.Having the option to select None makes sense if there are no review issues. 

    0
    4 months ago
    AlexCaravitisNew Participant

    Bulk export conversation content via UIReleased

    Today you have 3 options:Export conversation metadata in bulk (but that does not have the actual content of the conversations) Export individual conversation content (but not bulk) Export bulk content with API calls (one for conversation list and multiple calls for the contentIt would be great if we could bulk export conversation content via the UI. Ideally, it would be an extra checkbox in the list of available data you want exported for conversation data.

    12
    TBelevska
    4 months ago
    Vlad VirtonenNew Participant

    Selectable languages to NOT translate in multilingual settingsSubmitted

    Allow selecting languages you speak in https://app.intercom.com/a/apps/X/settings/personal/multilingual so they do not get auto translated

    2
    Paul D
    4 months ago
    ChelseaMWNew Participant

    13 Numbers in AustraliaSimilar functionality

    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.  

    3
    Paul D
    4 months ago
    Fredrik SundqvistNew Participant

    Include side-conversations in search functionSubmitted

    We deal with several parties in our conversations. Often half a conversation is being held in a side-conversation. Currently side-conversations are not in any way searchable in Help Desk.This means a huge portion of all our communication is lost in a non-searchable “black hole”.The messages from a user in side-conversations don’t show up under Messages & Conversations under the user in contacts and it’s not possible to find it in any way except from manually scrolling and reading through hundreds/thousands of conversations to maybe find something that you can not even see if it will exist to begin with.Basically, it very strongly inhibits the possibility to keep a clear track of past conversations.I would very much like to see side-conversations included in search, since they are fully a part of the conversation as a whole. Users, titles and message content.

    3
    Paul D
    4 months ago
    Achaias HaycockNew Participant

    Enforce Phone SLASubmitted

    I am looking to set SLA’s for tickets/cases that come from the phone channel.Currently, SLA’s can only be set from Messenger, Email, SMS, ect.The use case would be when a phone case is converted to a ticket since the rep couldn’t complete the request on first call, we are looking to enforce the ability to have the agent follow up after a set amount of time.

    3
    Paul D
    4 months ago
    SamLewinNew Participant

    SLA for PhonesSubmitted

    SLA for Phone is a necessity. Please release the option to have SLA creation for Phone, and for reporting.

    2
    Paul D
    4 months ago
    Trine KristensenNew Participant

    Time intervals for outbound scheduling and frequencySubmitted

    Previously, we were able to schedule sends at shorter intervals (e.g., every 15 or 30 minutes), which gave us a lot more flexibility when planning outbound activity. It looks like this has now been changed to hourly intervals only.One idea could be to introduce a custom scheduling option, allowing users to define their own send times or interval frequency. This would provide more control for teams that want to spread activity throughout the day rather than being limited to hourly blocks.I think this could be a nice balance between simplicity and flexibility, while also supporting a wider range of outbound strategies.

    0
    4 months ago
    Casey MaxwellConnector

    Source code HTML/CSS access for Help ArticlesSubmitted

    While I understand the WYSIWYG editor is easier for initial content creation, I find it a major drawback that there isn’t a way to also toggle a source code view like you can in Help Scout and Kustomer. This is a severe limitation to different accessibility implementations, navigation customizations, branding, and other improvements we’re wanting to make to our documentation. In fact, the fact that the only way you can even see how Intercom structures the HTML behind the scenes is via an API export.I’d love to keep the same overall editor, but be able to see see and adjust the true article content, stylizing ordered lists with more complexity, and being able to keep up a more rigorous version control. If we can adjust HTML via API, I really think this could be added into the editor process for easy usability within the tool? This is somewhat related to the request for: but I’m specifically requesting at the level of the articles themselves...not just the knowledge base branding/colors. 

    1
    4 months ago
    JessJaneNew Participant

    Duplicating articles in KnowledgeSubmitted

    Please can you add a function that allows us to duplicate an article in the Knowledge section? It’s faster than copy-pasting. This is needed for articles that have majority same content but slight differences, e.g. by industry.

    0
    4 months ago
    Aleksei O
    Super User ✨
    Aleksei OSuper User

    Workflow triggers for when user submits Fin CSATSubmitted

    It would be great to build workflows based on user feedback from Fin interaction. So if the CSAT is sent by Fin, and feedback sentiment is negative, we could offer escalation to Support, for example. 

    8
    4 months ago
    Attila SimonNew Participant

    Feature idea: copy Outbound message or Banner as DRAFTSubmitted

    Most times Outbound messages and banner follow the same pattern, conditions and formatting.It would be a great tiny feature to clone / copy an existing Message and save as DRAFT (or just not active) so that common settings are easier to set.

    0
    4 months ago
    Assistenza payrollNew Participant

    Auto remove client's signatureSubmitted

    Some clients have super long signature with images, disclamers and long text. This creates a lot of unnecessary content within the Intecom conversation. I would love a feature that automatically identifies signatures and remove them from the conversation (or at least make them invisible) 

    2
    4 months ago
    Kaitlynn OrlandiNew Participant

    Conversation Type ReportingSubmitted

    Ultimately, I understand the current reporting feature isn't supported but I am being asked by leadership to pull a report of the different Conversation Types we handle and log via the Intercom Chat. It seems that unfortunately only the channel of each conversation is supported via reports.I’d love to see a report where I can quickly see the different conversation types by number. This helps our team understand the amount of questions per topic.

    0
    4 months ago
    InekeNew Participant

    Review the Reviewers - Monitors for HumansSubmitted

    Add the ability for support leaders to review and calibrate the work of their QA reviewers within Monitors for Humans — equivalent to Zendesk QA's (Klaus) who use a chrome extension to have the ability to review the reviewer. Problem As Head of Support, I'm responsible not just for agent quality but for the quality and consistency of my reviewers' assessments. Today, Intercom's Monitors for Humans lets me review agent conversations, but there's no  way to review the reviewers themselves. This leaves a gap: I can't verify that scoring is consistent, fair, and aligned across the QA team, and I can't close the loop on the review process itself.

    0
    4 months ago
    Diana OnepageNew Participant

    Customizing Fin’s "Did that help?" auto-reply for complex workflowsSubmitted

    The IssueFin automatically sends the "Did that help?" prompt after every response. When customers say "Yes," the conversation closes immediately. This breaks workflows where Fin provides an explanation but still needs to collect data or perform a handover.Example: Customer: "I want to change my email." Fin: Explains the requirements and asks: "Please provide your new email. Did that help?" Customer: Clicks "Yes" (out of politeness). Result: Fin closes the ticket before the customer can provide the email. This leads to negative CSAT and duplicate tickets. Requested Improvements Toggle Auto-Reply: Ability to disable the "Did that help?" prompt for specific Procedures or Intents. Logic-Aware Closing: Fin should recognize if he just asked the user for information; in these cases, the success prompt should be suppressed. Custom Follow-ups: Allow the "Yes" button to trigger a specific next step in some cases (not for all conversations) instead of an immediate close. Business ImpactReducing "premature closures" will significantly improve CSAT and prevent customers from feeling "shut out" by the bot, while maintaining the efficiency of Fin’s pre-qualifying explanations. Previous Workaround (Inefficient)To prevent this, we previously marked these intents as direct handovers. However, this meant agents had to handle the basic explanations themselves. We want to keep Fin’s efficiency in explaining the process (which works in 90% of cases) without him prematurely "killing" the conversation via the success prompt.

    1
    aestandante
    4 months ago
    Tyler SchowNew Participant

    Name length limitSubmitted

    Some customers are entering their inquiry in the “name” field by mistake, leading to names that are whole sentences. This is causing issues when the name is pushed to external systems that limit the length of name fields. Can a feature be added to allow a custom length limit for the name field?

    0
    4 months ago
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