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    2806 Ideas

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    Dustin EllisNew Participant

    Slack notifications for individual agentsSubmitted

    We’d like to have individual agent Slack notifications for when a conversation is assigned. This would help cut down on noise in our Slack channel, and allow our team to meet critical SLAs.

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    Forum|Forum|3 hours ago
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    Julian BurkeNew Participant

    Feature Request: UI changes to Enhance Ticket DifferentiationSubmitted

    Currently, navigating between different Intercom ticket types (chat, phone, email) is confusing and unintuitive. We’re hoping to see UI changes that leverage more intuitive visual design principles. One possible low-lift suggestion could be as simple as implementing different color-coding for each unique channel (ex: Green border on Intercom window for chat contacts, orange for emails, etc). 

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    Forum|Forum|5 hours ago
    Pamela Van Gasse
    Pamela Van GasseActive User

    Colors for different ticket typesSubmitted

    It would be an enhancement in user experience if it would be possible to set background colors to the different ticket types. We have teams that process both customer tickets and back-office tickets and it is now sometimes confusing for them, because there is only a slight difference in what they see. If we could put a background color for example to back-office tickets, that would help them make the distinction between the different types.

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    Forum|Forum|5 hours ago
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    Jane TangNew Participant

    Domain Redirect feature: Make Help Center redirects follow the article ID (so title changes don’t require new redirects)Submitted

     Right now, "Manage redirects" works as a simple path-to-article mapping (a manually entered URL is matched to the destination article)It would be a big quality-of-life improvement if redirects could be anchored to an article ID instead. That way, the redirect would automatically follow the article no matter how many times the title changed previously — reducing manual maintenance and preventing broken links from slipping through.Here's a real example of why this matters:Article 1 Title: Example Company 101 (Some customers bookmarked this link)Article 1 Title updated to: Learn More About Company 101 (Other customers bookmarked this new link)New article published: Article 2 — Company 101 AI OverviewUser needs to create two redirect since it is required to enter the full URL.Because redirects aren't ID-based, this situation ends up requiring two separate redirect URLs for essentially the same article — just because the title changed. And since title changes aren't always tracked closely, it's easy for old links to break without anyone noticing.Tying redirects to article IDs would solve this cleanly and make the whole system much more resilient to the natural evolution of article titles over time.

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    Forum|Forum|5 hours ago
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    Webbas teamNew Participant

    Feature Request: Stable Article URLs and Redirect SystemSubmitted

    Currently, when we edit article titles in the help center, the URL automatically updates to match the new title. This breaks all existing links to that article across our ecosystem, including:Article cross-references External website academy links to our articles in helpcenter Email automation sequences directing to articles in helpcenter Any other systems linking to our help centerRequested Solution:URL Persistence: Keep article URLs stable when titles are edited, similar to how website platforms handle page URLs Manual URL Control: Allow manual editing of article URLs when needed Redirect System: Automatically redirect old URLs to new ones when URLs are manually changedBusiness Impact:For organizations with extensive linking systems (cross-references, external websites, email automations), title changes create significant maintenance overhead. We make regular title updates for clarifications, spelling corrections, and content improvements as our platform evolves, making this a frequent pain point.Current Workaround:None available - we must manually track and update all links across multiple systems whenever we edit article titles.

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    Forum|Forum|5 hours ago
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    Molly ONew Participant

    Customize snooze buttons and timing.Submitted

    I want to be able to customize my snooze timings. For example, for the “tomorrow” snooze, I want to be able to snooze it till 10 a.m., not 9 a.m., because I start work at 10 a.m. Same with end of the day. I just want to be able to customize that so it works best with my work schedule. I don't have to take a few extra steps to press custom, choose the date, and then scroll and choose the time. With handling lots of chats per day, this will inevitably add a lot more time to my flow.

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    Forum|Forum|5 hours ago
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    Shira RayevNew Participant

    Custom “Snooze to tomorrow” timesSubmitted

    Currently, “Snooze to tomorrow” is a fixed option to 9:00.I would like to suggest making this a custom field, meaning that as a company we can decide that “Snooze to tomorrow” will be set to 10:00 for example.(Same for other fixed snooze times)This will really speed up our process of having to use the “Custom” button every time. 

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    Forum|Forum|5 hours ago
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    Justin McCallNew Participant

    Restore Tab-key quick greeting in InboxSubmitted

    Previously, when a new conversation opened, I could press Tab to quickly insert a greeting like “Hello!” and start replying faster. This shortcut is no longer appearing in my Inbox.I’d like this behavior restored so teammates can quickly send a greeting using the Tab key when a new conversation opens.You can paste that directly into the Share an idea form on the wishlist. Once posted, others can upvote it and you’ll get updates if the status changes.

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    Forum|Forum|5 hours ago
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    Christian OsmundsenNew Participant

    Calculate recontact rate after (assumed) AI resolutionReleased

    Hello Fin team,It's easy to go a little blind on resolution rates, since what really matters is what the customer believes is the truth. Fin will calculate an assumed resolution if a customer stops replying to the thread and leaves. Although this is quite common in the SaaS industry, it is also not a very safe indicator that the issue was in fact resolved. Even for confirmed resolutions, it may be that the customer thought it was perfect and confirmed, but later found that this was actually not the resolution anyway. To get a better picture of this, please consider this feature request for reporting:Any lead or user who does not only reopen a previous conversation (this can already be done in reporting), but opens a new conversation within X time (a variable that we should be able to select), is considered a recontact. The combination of AI resolution together with low recontact rate is dynamite, and far stronger than just showing off with a high AI resolution alone. Thanks,Christian Osmundsen, Deliverect

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    Forum|Forum|5 hours ago
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    Valentyn HNew Participant

    Ability to add same Slack workspace to multiple Intercom WorkspacesIn Beta

    In our setup we use five Intercom workspaces and one Slack workspace, so it’s critical to be able to add the same Slack workspace to multiple Intercom Workspaces in this setup.

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    Forum|Forum|6 hours ago
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    Gerald PradoActive User

    Manage team member conversation assignment limits by ChannelIn Beta

    Currently we can set assignment limits to our team members based on the Inbox, but we cannot do it by Channel. Ideally, we would like an additional control option to set capacity limits by channel. Also worth noting that currently, if you’re on a call you will not be assigned a Chat, but if you’re assigned Chat’s you can be assigned a phone call. As an example, if we have someone working on multiple Chat interactions, we do not want them to then be assigned a Phone Call. In this same instance we could want the ability to set a larger number of email assignments to a team member and would want to limit the number of Chat conversations they are assigned simultaneously.  Doing this could help us prevent live channel interactions that step over each other like in the case of a chat being assigned while the team member is on a phone call.  

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    Forum|Forum|6 hours ago
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    CoryNew Participant

    SLAReleased

    Provide the ability to edit SLA’s instead of archiving and creating a new one.

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    Forum|Forum|6 hours ago
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    DebraNew Participant

    Ability for Fin to access context from recent conversations with the same customerSubmitted

    I'd love to see Fin gain access to relevant context from a customer's recent conversations, whether those conversations were with Fin itself or with a human teammate.Today, if a customer refers to something that happened in a previous conversation, Fin doesn't appear to take that context into account and instead relies primarily on the knowledge base. While this makes sense in many situations, there are cases where recent conversation history is critical to providing the right response.For example, a customer might say, "I already tried that troubleshooting step yesterday," or "Your teammate told me to come back if this didn't work." Without access to that context, Fin may repeat the same troubleshooting steps or miss important signals that the issue should be escalated.Having visibility into recent, relevant conversations would help Fin provide more personalized and accurate support, reduce repetitive interactions, and make better decisions about when to continue troubleshooting versus when to route the customer to a human teammate.Ideally, this could be configurable, allowing teams to define how much conversation history Fin can access and over what timeframe.

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    Forum|Forum|9 hours ago
    Karim Shalapy
    Karim ShalapyNew Participant

    React Native SDK error logging needs proper Error codesSubmitted

    Here are some failure points.Network error A race condition currently happens in my app where a logout runs while a login is in-flight If SDK is stuck in failed registration and I try to log in a user Generic errorGeneric errors are errors that might have different reasons that I don't know about yet.All of these give me "[HTTP - 1] Something went wrong" on android and "Error in <METHOD_NAME>" on iOSThis is problematic since I can't segregate the errors and I can't find out why each one happens except for checking each user session and find out why this was thrown manually.I would rather having error codes for different failures, and the failures I mean here are not the ones I said only, the engineers will know best what are all the failure points and create an error code for each.

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    Karim Shalapy
    Forum|Forum|11 hours ago
    Karim Shalapy
    Karim ShalapyNew Participant

    React Native SDK unidentified contacts should be leads not usersSubmitted

    Currently on the mobile SDK whenever we call `loginUnidentifiedUser` it creates an unidentified user in the Intercom dashboard.This makes it so annoying to actually handle filtering between unidentified and identified users (we use “Is Mobile Unidentified” flag), it causes a problem in merging contacts when they become identified so they lose their other conversations, and the proposed solution by the team results in a ton a of orphan unidentified users…Here's a question another user asked about

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    Karim Shalapy
    Forum|Forum|11 hours ago
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    Patrick Payne (he/him/his)New Participant

    Merge ConversationsReleased

    Hey there, I would really like to be able to merge conversations. is that on the roadmap yet?

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    Karim Shalapy
    Forum|Forum|11 hours ago
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    kathrynNew Participant

    Monitors: Feature Request to Notify a Group of PeopleSubmitted

    We are piloting something on our platform and I created a Monitor to track all conversations related to this pilot. However, there is currently not a good way for a group of people to track when a new conversation was created other than to manually check the monitor. Currently, the only automation we can do is to assign a reviewer round robin. My feature request is to be able to send in-app notifications or emails to the Intercom users that we select. This could either be a daily notification, or a notification every time a conversation is flagged by the monitor. We have multiple stakeholders who don’t necessarily need to review to update Fin content but need to review both the customer sentiment and functionality of the pilot based on what users are reporting to our support team. It’s helpful for them to see the scorecard as well, so a Monitor is more useful to them than a report.  

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    Forum|Forum|11 hours ago
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    DominickNew Participant

    Tab name showing "updates/fin replies`" should be configurableSubmitted

    With AI becoming more of an every day focus for my company, we are using tools that reference open tabs on our browser to be able to access content. If I reference a tab name I have a 50/50 shot that Intercom will either display the correct conversation title of what is actually on the tab, or it showing some update or reply from a Fin chat I have open. Example screenshot of the same tab ~4 seconds apart:This should be something that is configurable in settings to keep the tab name as a single, static name. The only way to stop this behavior is to manually rename the tab. Please consider adding a feature that allows the end user to enable/disable this behavior.

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    Forum|Forum|11 hours ago
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    Chris AnnicellaConnector

    Audience-aware links between articles — route readers to the version for their audienceSubmitted

    The problem in one line: Audience targeting and article cross-linking are both core Help Center features — but they break each other, and in the Messenger the result is that customers are pushed to a sign-in wall and end up contacting support, which is the exact opposite of what a Help Center is for.How our Help Center is set up:We plan to use audience targeting to serve different versions of the same content to different customer types. For example, we will have two articles:• "Customer Center - SIM" — shown only to our SIM audience• "Customer Center - TM" — shown to all other customersThese are separate articles with different IDs — Intercom has no way to know they're two versions of the same topic. This won't be a one-off: we plan to have other audience-split article pairs across the knowledge base, and the number will grow every time we tailor content for a new audience.The blocker we hit:In testing this setup, we found that cross-linking breaks it. A third article, shown to everyone, links to "Customer Center - TM." That single link works for most customers but is broken for the entire SIM audience — the SIM customer can't see the TM article, and there's no way to point them to the SIM version instead. We can only link to one fixed article ID.Why it's especially bad in the Messenger (where most of our customers read):• Normally, clicking an article link in the Messenger opens that article inline, right inside the conversation — smooth and in-context.• A customer who IS in the linked article's audience gets exactly that.• A customer who is NOT in that audience gets kicked OUT of the Messenger to a web page telling them they're not part of the audience and must sign in to view the article.So a customer using our Help Center exactly as intended — reading an article, clicking a relevant link — is suddenly bounced to what looks like an access-denied / login wall, for content they were never supposed to see, when a perfectly good version written specifically for them already exists. The customer did nothing wrong. The audience targeting created the problem.The consequence (this is the part that matters most):The customer's only path forward from that sign-in wall is to contact support. So audience targeting ends up generating support conversations — the precise outcome a self-service Help Center exists to prevent. Every audience-split article we link to becomes a potential support ticket for everyone outside that audience. The more we invest in tailoring content by audience, the more support volume we create. The feature works against its own purpose.This is also why we can't move forward with audience targeting the way we'd planned: adopting it more widely would mean knowingly creating these dead-ends across the knowledge base. The gap is effectively capping how much we can use a feature we want to use more.A question for Intercom: does this also affect Fin and other surfaces? If audience-restricted articles behave this way when linked, the same wall could likely appear anywhere Intercom surfaces that article — Fin citing it in an answer, suggested articles, or search results — for a user outside the audience. We haven't fully tested this, but if so, the impact is far wider than manual cross-links and would directly undercut Fin's resolution rate. Worth investigating on your side.The request: Audience-aware article links — a single link that resolves to the correct article for the reader's audience and opens inline in the Messenger like any other article link. Possible approaches:1. Article groups / variants — designate "Customer Center - SIM" and "Customer Center - TM" as audience variants of one logical article, then link to the group; Intercom serves and opens whichever variant matches the reader.2. Audience-conditional links — map a link per audience when inserting it (SIM → SIM article, everyone else → TM article).3. At absolute minimum — stop ejecting Messenger users to a sign-in wall. If a linked article isn't available to the reader, fail gracefully inside the Messenger (hide the link, or route to the parent collection) rather than throwing an access/sign-in page that dead-ends into a support contact.Why it matters: This isn't a cosmetic gap. It turns two of the Help Center's core features into a source of customer confusion and avoidable support volume — and it's currently blocking us from adopting audience targeting the way it's meant to be used. Thanks for considering!

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    Forum|Forum|12 hours ago
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    Arunkumar KumaresanNew Participant

    Incremental Website Sync: Sync New or Updated URLs Without Full Re-crawlSubmitted

    Currently, website source re-sync requires a full crawl of the entire website, even when only a single new page or a small number of URLs have been added or updated.For organizations with large knowledge bases, this can be inefficient and time-consuming. In our case, we have thousands of indexed articles, and triggering a full re-sync just to make one new page available to Fin is not practical.It would be valuable to support one or more of the following capabilities:• Sync a specific URL or a set of URLs on demand• Incremental sync that only processes new or modified pages since the last crawl• Ability to submit a URL or a set of URLs for immediate indexing without triggering a full website re-syncBenefits:• Faster availability of new content in Fin• Reduced crawl time and resource consumption• Better experience for teams managing large documentation sites• Improved agility for time-sensitive content updatesThis would significantly improve knowledge management workflows for customers with large and frequently updated websites. 

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    Forum|Forum|12 hours ago
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    Gemma GWConnector

    Side Conversation Visibility, Search, Reporting and Workflow ManagementSubmitted

    Side Conversations have become a critical workflow for coordinating work with external teams and vendors. However, they are outside of Intercom's visibility and reporting capabilities. According to Intercom support:There is no dedicated Side Conversation view (or any way for quick inbox view of all conversations with side convos) Side Conversations do not have their own states or delivery status Side Conversations cannot be marked as priority. Side Conversations are not searchable. Side Conversations are not available in reporting. As adoption increases, it becomes difficult to answer basic operational questions such as:Which Side Conversations are currently awaiting a response? Which vendors are slow to respond? How many Side Conversations are open today? Which teams are creating the most external escalations? What is the average response time from external partners? Which Side Conversations are unseen / delivery failed? Request for any improvement to Side Conversation management/visibility - Dedicated Side Conversation inbox or view Ability to search and filter Side Conversations Filters by recipient, creator, date Number of Side Conversations created, open, unanswered Volume by recipient domain, vendor, or team Aging reports for unanswered Side Conversations

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    Forum|Forum|12 hours ago
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    Lindsay McEwanNew Participant

    On Hold Timer: Show timer counting how long call has been on holdSubmitted

    QA Metrics typically track how long a call was on hold for - we like to train our agents to stay under a certain threshold. Our previous phone provider had a timer that counted how long the the call had been on hold once the hold button was pressed. This helps the agents stay accountable when tracking how long they’ve left customer’s on hold. We would love to see this feature land on the roadmap soon. 

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    Forum|Forum|1 day ago
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    TroyHNew Participant

    Show elapsed time in user statusSubmitted

    Currently, when an agent sets their status (e.g., Available, Away, Break), there’s no indicator showing how long they’ve been in that status. This makes it difficult to know if someone has been stuck in the wrong status for a prolonged period of time, or to track how long a break or other status has lasted.A simple elapsed timer (e.g., “In Break – 27 mins”) or even just a visible timestamp of when the status was set would make it much easier to self-manage time and correct mistakes without relying on external tools.This would be especially useful for: Preventing extended time spent in the wrong status. Tracking personal break or away times at a glance. Improving accountability and efficiency without adding third-party trackers.  

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    Forum|Forum|1 day ago
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    tea.vucicNew Participant

    Feature Request: Add "Next Page" Option for Help Center Search ResultsSubmitted

    CurrentThe Help Center search currently displays the 10 most relevant results based on keyword ranking (title > description > body). This setup limits users to viewing only a small portion of matching articles, even if there are more relevant results available. PropositionIntroduce a "Next Page" button or pagination feature in the Help Center search to allow users to browse additional results when more than 10 articles match their query.Here’s what could be gained:Improved Discoverability: Users can access all relevant articles, especially when their search terms generate many matches. Better User Experience: Prevents frustration caused by incomplete search results or the need to refine searches unnecessarily. Better Article Visibility: Ensures that smaller but still relevant articles remain accessible, even if they're ranked lower.

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    Forum|Forum|1 day ago
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    pmclean034New Participant

    E-Commerce for Other E-Commerce SitesSubmitted

    We currently use Fin Service for our e-commerce site, and it handles our 2,000+ SKU catalog well. That said, Fin for E-Commerce looks far more capable than Service when it comes to actually selling products. The catch is that we run on Magento, not Shopify, so E-Commerce isn't available to us. I'd love to see E-Commerce support extended to platforms beyond Shopify.

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    Forum|Forum|1 day ago

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