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🎅 How to prepare your Fin AI Agent for Christmas 🎅

16 days ago

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2 years ago

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chrisgtianNew Participant

disable auto-link on domainsSubmitted

Currently, when typing a domain (for example: example.com) in notes or messages, it is automatically converted into a clickable URL. There is no option to disable this behavior.It would be very useful to have a setting that allows domains to remain as plain text instead of being automatically linked. This would help when domains are written for reference and should not be treated as links.

9 days ago

Tony KruszkiNew Participant

Separate notification sounds for Messenger and Email conversationsSubmitted

We receive a high volume of emails every day in Intercom, and they come in as conversations alongside Messenger chats.It would be really helpful if we could set different notification sounds based on the channel. For example, we would like Messenger chats to have a distinct sound so our agents immediately know that a customer is waiting for a live response, while email conversations could use a different sound or have the sound disabled.Since Messenger requires a much faster response time than email, having the same notification sound for both makes it difficult for agents to know which conversations need immediate attention without checking Intercom.Ideally, notification settings could be customized by channel, such as:Messenger: specific notification sound Email: different sound or no sound Other channels: customizable as neededThis would be especially useful for teams that handle both high-volume email support and live Messenger conversations from the same inbox.

9 days ago

Natalia_NNew Participant

Feature Request: Customizable Notification Sounds and Desktop Alerts by Channel and Team InboxSubmitted

Feature Request: Channel-Specific Notification Sounds and More Noticeable Live Chat AlertsI'd love to see more granular notification preferences in Intercom, especially for teams managing both live chat and email.I know Intercom already allows teammates to choose a notification sound, enable notifications for specific team inboxes, and receive desktop alerts.But the challenge is that all incoming conversations still sound pretty much the same, regardless of how urgently they need attention.For context, our FRT targets are: Live Chat: 2 minutes Email: 2 hours Phone: 1 minute Phone consistently performs best for us, and I think part of that comes down to how noticeable incoming calls are. There's a distinct ringtone and a prominent pop-up, so teammates know immediately that something needs their attention.Live chats require almost the same urgency, but they don't get the same treatment. A new chat can easily get lost among email notifications, assignments, and other inbox activity.And realistically, teammates can't be expected to watch their inbox every second while working on other tasks.A few improvements I'd love to see: Different notification sounds by channel. Let teammates assign separate sounds for live chats and emails. Even just having a distinct default sound for chats would help. Custom sounds by team inbox. Allow different sounds for Sales, Support, Escalations, etc., especially for teammates covering multiple queues. More noticeable live chat alerts. I know desktop notifications already exist, but it would be great to have an optional, more prominent pop-up specifically for incoming live chats, similar to how incoming calls are displayed. Optional SLA-based reminders. For example, if a live chat hasn't received a response after 60 seconds, trigger another alert before the conversation breaches its FRT target. I also wonder if there's an opportunity to improve the reliability and visibility of existing notifications.We've found that simply having notification preferences enabled doesn't always mean incoming chats are noticeable enough, especially when teammates are working across multiple tabs.I understand that some of these would be bigger product changes, but I think separate notification sounds for chats and emails would be a great starting point.The goal isn't to create more notification noise. It's to help teammates recognize what needs immediate attention without having to constantly monitor the inbox.I also found a few similar requests here in the Community, so it looks like other teams are running into the same challenge.Curious how others are handling this. Are your teams also struggling to distinguish incoming live chats from emails, or have you found a setup that works well?

9 days ago

Vincent MossNew Participant

Scheduling repliesSubmitted

The current iteration of “Scheduled Replies” doesn’t really do / execute how one would assume. Currently, the reply you’ve scheduled is snoozed and then reopened at the selected date / time that you want the message sent for you to manually send the reply. Additionally, there is no way to edit the draft either. Lastly, it would be preferred for the drafts to be stored in a different view than snoozed since those host current / active conversations on hold. Something that hasn’t even been sent yet should be placed there. It’s my hope that the following changes be reviewed for their viability in future iterations of the service:The message can be sent automatically at the date / time selected rather and re-opening. This ensures that if the person is away or OOO that the response can be sent automatically. While waiting for the date / time to send - the message should be editable. Create an individual view for these “drafts” so they can be located easier. Active conversations in snoozed will bury any replies on hold which make it harder to locate messages.

9 days ago

Jade123New Participant

Add internal notes during “loop in a teammate”Submitted

When a procedure is active in a conversation and reaches the “Loop in a teammate / agent” step, teammates should be able to add internal notes to the conversation without having to take over the conversation and stop the procedure.Currently, adding an internal note seems to require the teammate to take over the conversation, which would interrupt the procedure. It would be helpful if internal notes could be added while allowing the procedure to continue running.

9 days ago

Ivan GuberkovNew Participant

Enable Workflows to Trigger Based on Final CSAT Rating (Post-Update)Submitted

Description:In our current CSAT workflow, we occasionally see customers accidentally click a negative rating and then immediately change it to a more accurate, positive score (e.g., from “Terrible” to “Great”). However, Intercom currently triggers workflow branches based on the first submitted CSAT rating, not the final one. This results in workflows being misrouted, customers receiving unnecessary follow-ups, or agents being wrongly notified for poor feedback that was actually revised. Request:Introduce the ability for workflow branches to trigger only after the CSAT input is finalized, i.e., after a brief delay or when the customer has stopped interacting with the CSAT for a set time (e.g., 30 seconds). Alternatively, allow the workflow to consider the last rating submitted, not just the first. Why it matters: Reduces false negatives in CSAT reporting Prevents unnecessary escalation or remediation steps Improves accuracy of agent performance tracking Enhances customer experience by respecting their updated input We already use the “Wait for customer to give rating” toggle, but this doesn’t solve the issue of rating changes after the initial input. Frequency:This is not a rare edge case for us—we’ve seen multiple instances of customers correcting their rating within seconds, which shows this is a meaningful pattern, not a one-off.

9 days ago

Sophia CenNew Participant

Business Days in Wait TimeSubmitted

I’d like to do business days rather than calendar days in the wait time series when sending automated messages. This is especially important if we are evaluating how long a message has been abandoned for as a weekend is already 2 days.

10 days ago

EmadNew Participant

Support Telegram username and business account messages in the Intercom InboxSubmitted

Currently, Telegram conversations can only be connected to Intercom through a Telegram bot. This means customers must be redirected to message the bot instead of the company’s Telegram username or business account. This creates a poor user experience because customers must repeat their message after being redirected.Two improvements would significantly improve this:Allow Telegram username or business account messages to connect directly to the Intercom Inbox. Support Telegram bot Secretary Mode, where a bot manages messages sent to the main business account and forwards them into Intercom.This would allow customers to message the support account directly while conversations still appear in the Intercom Inbox.

10 days ago

Tonje Ness MeinhardtActive User

Search Phone Calls by Phone NumberSubmitted

We would like to suggest an improvement to phone call search functionality.Today, agents can easily search for chats, emails, and tickets using the Inbox search functionality. We would love to have the same capability for phone calls, allowing agents to quickly find and access call records by searching for a phone number.We are aware of the Contacts feature, but this is not a suitable workaround for us. We cannot grant all agents access to Contacts because our Intercom workspace is shared by two sister companies within the same group. Providing access would allow agents to search and view customers belonging to the other company, which creates privacy and access-control concerns.We would love the ability to search phone calls directly from Inbox Search by phone number, just like agents can search for chats, emails, and tickets today. This would allow agents to quickly locate relevant call records without requiring access to Contacts.

10 days ago

Marieke van SinderenNew Participant

Preview email attachments in the Inbox (incl. .eml and .msg files)Submitted

The problemWhen a customer sends an attachment in a conversation, the only option in the Inbox is to download it. To check what the file contains, you have to save it and open it in another program. This slows agents down and leaves company devices full of downloaded customer files.It’s worse with forwarded emails. Customers often send .eml or .msg files, and the Inbox can’t open them. Agents then need a separate email client such as Outlook just to read the attached email.The suggestionAdd an in-app preview for attachments, so agents can view a file without leaving the conversation. It should at least support:PDF, Word, images, emailfiles (.eml and .msg) Why this helpsAgents can handle conversations faster without switching between appsThere’s no need for Outlook or another email client just to read forwarded emailsFewer customer files are stored locally, which is better for privacy and security

10 days ago

Timo OppermannNew Participant

Enable the ability to add dynamic content to internal notesSubmitted

We would like to leverage the internal notes further to really optimise operations.The use case example we have is ticket feedback. The current process is as follows:Agent sees feedback opportunity Agent triggers reusable workflow for ticket feedback submission Automates an internal note template Agent fills out the template using free textHowever, this is quite an arduous process for agents, especially when ticket volumes are high or coverage is limited. We want to further optimise this process directly in Intercom. The idea being that when the internal note is triggered, instead of a free-text field, you could present them with a form of sorts, where they can select from single- or multi-select, short text, etc. options. This way further simplifies the feedback process and secures better engagement and data accuracy. So the proposed flow would be:Agent sees feedback opportunity Agent triggers reusable workflow for ticket feedback submission Automates an internal note template with a feedback form Agent fills out the form Generates an internal note with form fields populated

10 days ago

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.

10 days ago

Nicole WendlerNew Participant

Customise related articlesSubmitted

Would love to be able to customise the articles shown as related or relevant below another article. The content-based relevancy score does not necessarily create the most fitting recommendation list for some of our articles.

10 days ago

Lauren GriffithsNew Participant

Trigger alert when PII is shared in message contentsSubmitted

I’d like an alert to pop up if a member of my team tries to send a message (email or chat) and the message contains PII. The reason being, I want the agent to double check that any PII in the message should be included in their message and it’s being sent to the right person, to prevent GDPR breaches. Zendesk automatically shows a "Missing attachment?" warning message when you type specific words or phrases in a ticket reply without actually adding a file. I imagine this warning message working in the same way, but for PII instead (email addresses, phone numbers, postal addresses.) I can’t find any app integrations that do this, and I don’t want to redact PII from conversations. I want the message to not be sent by agents if incorrect PII is included, to prevent data breaches. I imagine a custom trigger could be very useful for many companies, not just for PII. For example, flagging that if any message contains certain keywords such as ‘chatGPT’ or ‘Claude’ the message is flagged before sending, in case it’s been copied and pasted incorrectly by an agent.

10 days ago

Giuseppe LeoniNew Participant

Add more "Sent as" options for "News"Submitted

Currently, when setting up News, you only have the option to send them as a badge.I’d like to have the option to send them as a snippet, like it happens for chats.This is currently blocking me and my team to use News as a feature for product updates.

10 days ago

Nick ReshatoffNew Participant

Turn off Fin for single conversation/ticketSubmitted

Please allow us the ability to toggle off Fin replies for a specific ticket where we do not want Fin to be a part of the conversation.

10 days ago

Ringostat AINew Participant

Add outbound/Series performance stats to the Intercom MCP serverSubmitted

The problemThe Intercom MCP server gives AI tools (Claude, ChatGPT, Cursor, etc.) access to conversations, contacts, companies, and Help Center articles. But there’s no way to retrieve performance data for outbound content — Series, Emails, Posts, Tours, Surveys, Banners.As a Customer Success team, we use Intercom for onboarding Series and email campaigns. We’d love to ask our AI assistant questions like:“How did our onboarding Series perform last month?” “Which email in the Series has the lowest open rate?” “Compare click rates across our last three campaigns”Right now, the only option is to export CSVs manually from the UI and upload them to the AI tool — every single time.The data already existsThe Data Export API (POST /export/content/data) already exports delivery and engagement stats for outbound content: receipts, opens, clicks, replies, completions, dismissals, unsubscribes, bounces, plus Series completions, disengagements, and exits. So this request is mainly about exposing what’s already available through the MCP server.Proposed solutionAdd read-only MCP tools such as:list outbound content (Series, Emails, Posts, Tours, Surveys) with IDs, titles, and status get aggregated performance stats for a specific piece of content or Series for a given date range — the same metrics shown in the Series Performance Summary optionally, get per-recipient engagement data (wrapping the existing Data Export API)Why it mattersFaster campaign analysis without manual exports Teams outside support (marketing, product, CS) can get insights from Intercom data in the AI tools they already use It completes the MCP picture: conversations show what customers say, outbound stats show how they respond to what we sendWould love to hear if others need this too — please upvote if so!

10 days ago

ConorSuper User ✨

"Always write high-quality content" is useless advice — what does that even mean when the reader is an AI agent?Submitted

New Support Stack episode with @Dawn, AI Knowledge Manager at Fin. She's turned that vague instruction into a concrete 14-factor checklist you can run against any help article — the things that break AI retrieval and human comprehension at the same time (ambiguous references, missing alt text, steps buried in prose, headings that don't match how customers actually ask). Then she runs the whole check live as a single Operator prompt: what passes, what fails, and exactly what to rewrite.Watch Dawn’s second episode on Support Stack here!

10 days ago

Luis AugustoNew Participant

Esperar a que el usuario termine de escribir antes de responderSubmitted

Actualmente Fin responde en cuanto detecta un mensaje, incluso si el usuario todavía está escribiendo varios mensajes seguidos. Esto puede causar respuestas incompletas o confusas cuando el usuario aún no ha terminado su pregunta. Sería útil que Fin detecte cuando el usuario sigue escribiendo y espere unos segundos (por ejemplo 30–60 segundos) antes de responder. Esto mejoraría la experiencia en conversaciones donde los usuarios envían mensajes en varias partes.

11 days ago

Uros SaricNew Participant

Not defaulting to note following a noteSubmitted

Odd title I know, I’ll explain. When a Note appears in a conversation, teammate’s composer automatically switches to Note instead of Reply.I understand that the assumption here is that if we receive a note we’re usually leaving a note back, but this is not the case always.For example, in a couple of workspaces I have workflows which automatically leave notes as tips, advices, reminders etc to my teammates based on various things a customer might say, their user data, custom attributes and all other things.However, my teammates have complained that while this is useful, the fact that it’s switching to a Note while they’re typing is very frustrating as it’s interrupting them.I think Intercom should make a distinction between a manual note left by a teammate, and those left by a workflow, and have the latter not follow the same logic.

12 days ago

JorgeBNew Participant

Snooze option "Last used"Submitted

In the snooze options for a chat, is there a way to set one of the options to be "last used"?I typically snooze chats to just before the start of one of my next shifts, so this would be very helpful and save me from going to "custom" every time to select the same date/time repeatedly.The current macro options won't work for what I want because they can only support duration-based snoozes.Thanks

13 days ago

Matthew GrossNew Participant

Remove subject field from SMSSubmitted

Intercom should get rid of the Subject field in SMS conversations in the messenger. It’s misleading and useless since text messages don’t carry subject lines.

13 days ago

Corey UnderwoodNew Participant

Intercom RescueMe (and others) IntegrationSubmitted

Our team would benefit from a simple integration between Intercom and RescueMe/LogMeIn (and other remote tools) that allows support agents to initiate remote assistance directly from a conversation. The goal is to generate a one‑click session link for the customer within Intercom, so they can start a remote session without leaving the Messenger or conversation view. This would streamline troubleshooting and reduce friction for customers who need guided assistance. A lightweight API-based integration that generates and returns a session URL to Intercom would enable this workflow.

13 days ago

EmelineNew Participant

avoir des messages d'absence personnalisé par jour férié et par paysSubmitted

c'est pratique de pouvoir définir les jours fériés par pays, mais on devrait pouvoir indiquer quel message reçoit le client selon le jour férié pour personnaliser l'expérience, par pays et par jour férié. Possible de remonter la demande d'amélioration ?

13 days ago

AhuraNew Participant

Restore Touchscreen Navigation and S Pen Support in Intercom InboxSubmitted

I'd like to request that Intercom restore and improve touchscreen navigation and S Pen compatibility in the Inbox interface, specifically on my Samsung Galaxy S24 Ultra.What worked well before:Two or three years ago, using Intercom with the S Pen on Samsung Galaxy devices was an excellent experience. It was more precise and convenient than regular touch controls and significantly improved my productivity.Unfortunately, S Pen interactions deteriorated so badly last year that I eventually stopped using the pen entirely.What has changed recently:Over the past 10 days, recent UI updates have also significantly degraded regular touchscreen interactions on my Samsung Galaxy S24 Ultra.Scrolling to the top or bottom of certain menus and panels no longer works properly. I sometimes have to select text and drag it up or down just to reach menu options. Touch navigation feels less responsive, less accurate, and less reliable overall. The only noticeable improvement has been the ability to swipe certain notifications, such as connection and disconnection alerts, sideways.What I'm requesting:Please restore smooth, accurate touch scrolling across all menus and panels, fix the interaction issues introduced by recent updates, and bring back reliable S Pen support.Touchscreen and stylus compatibility should improve with new releases, not become less usable. These changes have had a direct negative impact on my daily workflow.I would genuinely appreciate it if the product team could review this feedback and share whether improvements or fixes are planned.Thank you for taking this seriously.

13 days ago

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