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    3155 Ideas

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    ImmortalNew Participant

    Allow workflow interactions without reopening closed conversationsSubmitted

    We use an Intercom workflow triggered by “If teammate changes the conversation state” to collect CSAT after an agent closes a conversation.The workflow has multiple branches based on the customer's CSAT response, so we need to continue performing different actions after the conversation has already been closed.At the beginning of the workflow, the customer is presented with two button options:Continue Chat Rate a chatThe problem is that when the customer clicks one of these buttons, Intercom treats the button click as a new customer reply. As a result, the closed conversation is reopened and, because we have automatic assignment enabled, it can immediately be assigned to an available teammate.This creates an unwanted side effect: a simple interaction with a CSAT workflow can become a new assigned conversation and affect agent workload and conversation statistics. We currently add a Close conversation action at the end of the workflow to close the conversation again.However, this is not ideal because the conversation has already been closed, and the customer's interaction with the workflow should not necessarily create a new conversation/reopen the existing one in the first place. It would be useful to have an option for workflow buttons/actions to interact with a closed conversation without reopening it or treating the interaction as a new customer reply.

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    Forum|Forum|10 days ago
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    Nicole DavisNew Participant

    Knowledge source favorites tab/folderSubmitted

    I would like to suggest the ability to favorite articles/folder items in the Knowledge category — our team updates a lot of files in the knowledge center through Intercom, and often times things get lost due to the high volume of articles. I would like an easier way to save or “favorite” my frequently used articles, so they would be easier to access and easier to find. 

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    Forum|Forum|11 days ago
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    Nicole Thornhill [they/she]New Participant

    case note formatting - text inside ** [text] ** now bolds the text.Submitted

    I understand why this changed, but this is effecting specific internal note structures used because we can’t further filter our inbox beyond open/snoozed/closed. ** WOC ** now changes automatically to WOC [the bold doesn’t appear formatted in the posted message, which is interestingly inconsistent]Ideally, ** WOC ** would stay ** WOC **

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    Forum|Forum|11 days ago
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    BeccaNew Participant

    Allow rename of help centersSubmitted

    Once a help center is created, the name is completely uneditable. Please allow us to edit the names of help centers once they have been created. 

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    Forum|Forum|11 days ago
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    IkromjonNew Participant

    Chat keyword searchSubmitted

    When I search for chats that include in conversation, the list appears in Inbox.When I click on a conversation, I have to manually skim the conversation to locate where and when the word was used.If the system automatically highlight the word in the conversation to locate it faster. This feature would be helpful to monitor and evaluate conversation's faster by needed attributes.

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    Forum|Forum|11 days ago
    Tommy Mains
    Innovator ✨
    Tommy MainsInnovator ✨

    Update article API should be able to keep or even add vidyard iframe embedsSubmitted

    The article update API does not allow updates to go through if there's a Vidyard iframe embedded in the article. So I either need to updated the article in Intercom's UI or have the API strip out the video embed to push changes through.

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    Tommy Mains
    Innovator ✨
    Forum|Forum|11 days ago
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    Bradley CoyleNew Participant

    Conversation Event Tracking TimelineSubmitted

    I’d love to submit a feature request that would enhance conversation analysis capabilities—particularly for chat, email, and social channels.It would be incredibly useful to have a more granular, timeline-style view of all key events within a conversation—from when it was opened (on the left) to when it was closed (on the right), highlighting all the specific events and triggers that took place during that conversation in between. Something similar to the "Show conversation events" toggle, but expanded to highlight specific backend actions and metrics. For example: When an SLA workflow was triggered When the conversation was snoozed/opened/closed/reassigned When handle time started and stopped The calculated SLA and total handle time for that conversation This detailed visibility would be extremely helpful for digging into complex or edge-case conversations and understanding exactly what happened and when. It would also go a long way in helping teams diagnose and optimize support workflows with greater confidence. Thanks so much for considering this!

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    Forum|Forum|11 days ago
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    Sara OctaveNew Participant

    Integration for Scribehow/Scribe?Submitted

     The ability to create videos from step-by-step guides is available with one click in Scribe.  Please consider an integration with Scribe!  As a trainer (not a developer), it would be a game-changer for me and for my team.

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    Forum|Forum|11 days ago
    Matej Bosnjak
    Matej BosnjakNew Participant

    Enable Fin to read customer-uploaded PDFs (and other files) from email and conversationsReleased

    Hi Intercom community,We're running into a limitation with Fin that I'd love to get some input on.Fin currently only processes attachments shared as images (screenshots/photos) — it can't read the contents of document files like PDFs, DOCX or xlsx uploaded by customers via email or conversations.This is a significant blocker for our invoice workflow. Here's our setup:- We're training an AI Billing agent in Langdock, with Fin handling triage by extracting the relevant details from customer messages.- We've built out internal articles describing each document type, plus an index covering invoice formats, use cases, field structures, etc.- In most cases, customers simply mention their invoice number in the message — and that works fine.- However, when a customer uploads a PDF instead, Fin still asks for the invoice number, even though that information is right there in the attachment.Ideally, Fin would be able to read the PDF, extract the invoice number (and other relevant fields), and pass that context to the billing agent — without putting the burden back on the customer.Has anyone found a workaround for this? Whether it's a middleware solution, a Zap/webhook approach, or something else entirely — we're open to ideas. Any help is appreciated!Best regardsMatej 

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    Matej Bosnjak
    Forum|Forum|11 days ago
    Jonathan Maynard
    Jonathan MaynardNew Participant

    Add Tab key sub-bulleting functionality to text editorsSubmitted

    Currently, when composing messages or replying to tickets in the Intercom text editor on tickets, pressing the Tab key does not indent the current line to create a nested sub-bullet. Creating nested lists (like a bullet point underneath a numbered step) requires clunky manual workarounds. Similar to almost all standard rich text editors (Google Docs, Word, Zendesk, etc.), pressing Tab while on a list item should automatically indent the line and create a sub-bullet.Support agents frequently need to write out clear, step-by-step troubleshooting instructions using numbered lists, often requiring additional details, warnings, or sub-steps (bullet points) underneath a specific number. Not having a quick keyboard shortcut to indent disrupts the workflow a little bit.I know this is a small issue but I would love to see this enhancement. Thank you!

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    Jonathan Maynard
    Forum|Forum|12 days ago
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    felivenj87New Participant

    Allow automated follow-ups before default assignment when Reply Buttons are unansweredSubmitted

    We use Reply Buttons in Workflows to present customers with predefined options and route their conversation to the appropriate team.Currently, if the customer does not select any of the options, the conversation eventually falls through to our default assignment. At that point, a teammate has to manually follow up with the customer.We would like to automate that follow-up before the conversation is handed over to the default team.Ideally, Reply Buttons would support a configurable “No response” or timeout path.For example:Reply Buttons→ Customer selects an option → Route to the appropriate teamOR→ No selection after 10 minutes→ Send an automated follow-up reminding the customer to select an option→ Wait another defined period→ If they respond, continue the appropriate routing path→ If they still don’t respond, continue to a configurable fallback/default assignmentThis would allow us to complete more routing automatically and reduce unnecessary conversations being assigned to agents simply because the customer did not interact with the initial buttons.The no-response path should ideally support standard Workflow actions such as sending a message, waiting, adding a tag, updating attributes, assigning to a team, or continuing to another workflow step.

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    Forum|Forum|12 days ago
    JHarlowe
    JHarloweConnector

    Configurable CSAT attribution modelSubmitted

    Greetings team, we wanted to surface a request around CSAT and configurable attributions ProblemCSAT is currently attributed to the most recent visible agent who interacted with the customer, regardless of who owned, managed, or resolved the case. This creates inaccurate and potentially unfair attribution, particularly in collaborative or multi-region support models.A common example: an engineer owns a case end-to-end, performs the troubleshooting, identifies the issue, and provides the resolution. Due to time-zone coverage, a second engineer in another region sends a brief follow-up and closes the conversation. The customer submits a CSAT rating. That rating is attributed to the closing engineer, who had minimal involvement in the actual resolution.The reverse also occurs: an engineer receives a negative CSAT simply because they sent the final message, even when the customer's dissatisfaction relates to earlier interactions, product behavior, delays, or factors entirely outside their control.When CSAT is used as an individual performance metric, this attribution model distorts the data and reduces confidence in the scores as a meaningful measure of agent contribution. Requested FeatureConfigurable CSAT attribution, allowing workspace admins to select from the following models:- Conversation owner: attribute CSAT to whoever owns the conversation at resolution. Best fit for case-ownership support models.- Last visible agent: current Intercom behavior, retained as an option.- Team or conversation-level attribution: distributes CSAT across contributors, useful for collaborative support models where multiple agents share a case. Business Impact- Individual CSAT scores become more representative of actual case ownership and contribution.- Reduces attribution errors caused by regional handovers in follow-the-sun support models.- Improves the reliability of CSAT as an input into agent performance measurement.- Better supports collaborative support structures where case resolution is shared across teammates.

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    JHarlowe
    Forum|Forum|12 days ago
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    Taylor ZormanNew Participant

    Take control of user screen in screenshareSubmitted

    While screensharing be able to take control and navigate through the software for them.

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    Forum|Forum|12 days ago
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    Adam BlackwellNew Participant

    Ability To Draw On Customer Secreenshares During CallsSubmitted

    It would be very helpful if teammates could draw or annotate directly on a customer's screenshare during calls.When customers are sharing their screen, teammates often need to point out a specific button, field, setting, or area of the page. Today, we have to describe it verbally, which can slow down troubleshooting and make the experience more confusing for customers.Ideally, teammates could temporarily draw, highlight, or point on the shared screen during a call. This would make it easier to guide customers through setup, debugging, onboarding, and support workflows without needing a separate screen annotation tool.

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    Forum|Forum|12 days ago
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    NilsNew Participant

    View files in threadsSubmitted

    The ability to view files, such as mp4 and pngs, without downloading them to ones computer.

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    Forum|Forum|12 days ago
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    Marieke van SinderenNew Participant

    When multiple relations share the same phone number or email address, don't automatically link to the most recently used relation: show all matching relations so the user can choose.Submitted

    Current behaviour: when a phone number or email address matches multiple relations, the item is automatically linked to the most recently used relation.Expected behaviour: present all matching relations and let the user select the correct one.Why: auto-linking to the most recently used relation silently attaches items to the wrong one, which is easy to miss and awkward to correct afterwards.

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    Forum|Forum|12 days ago
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    Flavius-Emil PrimaruNew Participant

    Macro actions extended - Subject for chatsSubmitted

    Hi there,Pretty simple, some of the fields that chats have are not visible within Macros, such as the Subject field.The only subject field visible in Macros at the moment only applies for tickets - not chats.If Macros could just be expanded to include more things and possibly include an order similar to the order within the chat it might also make it easier to spot which ones you need.

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    Forum|Forum|12 days ago
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    Anastasiia KovalkovaNew Participant

    Multi-agent cases review in MonitorsSubmitted

    Add the ability to review and leave QA feedback on cases that were handled by more than one agent, in Monitors. Reviewers should be able to either leave one comment covering the case and all agents' work as a whole, or leave individual, agent-specific feedback for each agent involved in the conversation.When a reviewer opens a case in Monitors that involved multiple agents, give them two review options:Case-level comment: a single piece of feedback addressing the case and the agents' combined handling of it (e.g., evaluating handoffs, overall resolution quality, consistency across agents). Per-agent comment: individual feedback tied to a specific agent involved in the case, scoped to that agent's own contribution.These options shouldn't be mutually exclusive. A reviewer should be able to leave one overall comment on the case and separate feedback for one or more of the individual agents in the same review pass.

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    Forum|Forum|12 days ago
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    ImmortalNew Participant

    Add a “Waiting for customer” state for FinSubmitted

    Fin currently appears to have only two possible outcomes for a conversation it handles: resolve the conversation or escalate it to a human teammate.This creates an issue when a customer needs to temporarily leave the conversation to test, check, or verify something and then return with the result.For example:Customer: “Okay, thank you. Let me check this on my site and I’ll get back to you.”Fin interprets this as confirmation that the issue has been resolved and immediately closes the conversation. The customer then receives a CSAT survey before they have had a chance to return, which can result in negative feedback.It would be really useful if FIN can actually wait and keep the conversation open.

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    Forum|Forum|12 days ago
    Jessica McCullough
    Jessica McCulloughNew Participant

    Link Multiple Tracker Tickets to ConversationsSubmitted

    Sometimes our users report multiple bugs in a conversation. We would like to be able to have two separate tracker tickets in this case but the system will only allow 1 to be linked at a time.  

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    Peter Nixon
    Forum|Forum|13 days ago
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    Bailey MitchellNew Participant

    AI Compose SettingsSubmitted

    Hello!  I really love the AI compose, rephrase and expand, but I often find the tone to be less than desirable, specifically around shortened words (I have/I’ve, We are/We’re). It would be great if AI compose could have some slight guidance on workplace specific requirements, such as the option to allow/restrict shortened words. Another adjustment that comes to mind is including/excluding the final sentence on the email (Many thanks, [YOUR NAME] [YOUR TITLE]). Its a relatively minor issue, but it definitely adds up over time! It would be great to someday use the AI compose feature without needing to make any adjustments manually! 

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    Forum|Forum|13 days ago
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    Priscilla SNew Participant

    Track ticket submitter by team and teammateSubmitted

    ProblemTicket reporting does not support filtering or breaking down data by the ticket submitter (the teammate or team who created the ticket). While reports allow filtering and grouping by the assigned teammate or team, there is no way to report on where a ticket originated. Feature RequestAdd Ticket Submitter (Teammate and Team) attributes filter to Intercom's ticket reporting module.This would enable "origin-to-destination" reporting to track who creates back-office or internal escalation tickets, rather than only tracking who ultimately resolves them. Why It Is Needed Cross-Departmental Visibility & Operational Efficiency: Without a submitter attribute, managers cannot identify which internal teams generate the highest volume of back-office requests or track how issues move across teams. Having this data allows operations to optimize ticket routing, address root causes, and target staff training where demand originates. Agent Productivity & QA Audits: Tier 1 agents who triage incoming issues and create secondary tickets for Tier 2 teams currently get no visibility or credit in reporting once the ticket is reassigned. Reporting on submitters ensures full accountability for created tickets, enables quality audits on submitted tickets, and accurately measures internal support demand. Complete Workflow Analytics: Assignee-based metrics only tell half the story—they track who completed the work, but mask the origin of internal demand. Submitter reporting bridges this gap to provide full end-to-end visibility into internal support workflows.

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    Forum|Forum|13 days ago
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    PbouNew Participant

    New/Modern Help Center Design - Fix TOC Indentation and Heading VisibilitySubmitted

    The Modern Help Center’s TOC design includes all heading levels, but indentation is only applies from H1 to H2/H3/H4. The result is an incredibly messy TOC that destroys previous work done to carefully format articles to that certain heading (H1/H2) appear in the TOC and others don’t (H3/H4).Possible solutions:Toggle H3/H4 heading visibility in TOC on/off so that the TOC can match the Classic system Apply proper indentation. All headings should be indented below the heading above in the TOC.In the posted screenshot, H3 previous did NOT show in the TOC. Now they do and it looks horrible. It would be great to not have to go back through all articles and change the tag. 

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    Forum|Forum|13 days ago
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    Abby PlattNew Participant

    Ability to add photos to outbound messagesSubmitted

    Right now, if you want to add a custom image or anything to any sort of outbound message, they can ONLY go in the messenger. I think there should be the ability to add custom imagery to banners and other messages that we can choose to display in a static way to our users.

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    Forum|Forum|13 days ago
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    Eric HandlerNew Participant

    Disable alias for side conversationsSubmitted

    Some of our agents correspond with customers using the alias feature, but if we want to loop in a vendor in a side conversation it's more confusing with the alias (and signature which is customer-facing).I’d like to be able to eitherhave an option to not use the alias feature just for side conversations have a per-conversation override for the alias featureIt would also be great if the signature was separate for side conversations for the same reason.

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    Forum|Forum|13 days ago

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