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    Siobhan
    SiobhanNew Participant

    Allow additional editing of text when updating articles using OperatorSubmitted

    At the moment, when using Operator to update article content, it would be great to have the ability to be able to edit additional sections of the article. Often when reading through the change proposals, I spot additional elements that require small updates, but I have to deal with that separately afterwards in the article editor. Having the ability to make these additional changes within the existing flow in Operator would be ideal.

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    Siobhan
    4 months ago
    Zenamu TeamNew Participant

    Auto-translate option for bulk (broadcast) messagesSubmitted

    Hi Intercom team, we’d love to see an auto-translate option for bulk (broadcast) messages, so one message can be automatically sent in each recipient’s language. This would be a huge time saver for multilingual outreach. We can manually set )or better with API) set the language to each customer. Thanks for considering it.

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    4 months ago
    Pamela Van Gasse
    Pamela Van GasseActive User

    Assign only teammates that are part of the team inboxSubmitted

    At this time, when a conversation or ticket is assigned to a certain team inbox, each available teammate can be assigned to the conversation or ticket.When a team inbox is assigned to a conversation or ticket, it makes more sense that only the teammates that are a part of that inbox, can be selected to be assigned to the conversation or ticket.Ideally a configuration option would exist to decide which behavior is best suited for your environment.

    1
    4 months ago
    Julian BurkeNew Participant

    Feature Request | Custom IP Options for VIP ClientsSubmitted

    High volume Intercom clients should have options for custom IP handling to avoid message delivery failures. From current documentation it seems Intercom recycles a pool of IPs. Some of those recycled IPs get marked as spam, and that can cause spam systems to interrupt normal email communications even with long established customers. “Russian Roulette” is not a viable business strategy.

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    4 months ago
    Julian BurkeNew Participant

    Feature Request| Conversation Event Log API exposureSubmitted

    Conversation event logs need to have the ability to be pulled via API. 

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    4 months ago
    Hannah WangNew Participant

    Last In First Out (LIFO) Conversation AssignmentSubmitted

    We are looking for a way to implement Last In First Out (LIFO) assignment in our workload management settings. Currently, all the conversation sorting attributes (Conversation priority, Waiting since, SLA, Started at, and Team inboxes priority) are set up for First In First Out (FIFO) assignment, and there is no way to reverse the order to LIFO. It would be great to have the ability to set LIFO assignment across channels via Intercom’s conversation sorting attributes.

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    4 months ago
    Dallan KoyleActive User

    Allow Multi Channel Communication in a single ticketSubmitted

    I’d like to submit a feature request that would significantly improve our team’s workflow and customer experience.Currently, we often need to communicate with customers across multiple channels during the lifecycle of a single issue. For example, we use SMS for real-time communication, but rely on email when requesting or receiving attachments such as DOCX, XLSX, PDF, or JPEG files.At the moment, these interactions are separated, which makes it difficult to maintain a unified view of the conversation. We would greatly benefit from the ability to support multiple channel conversation threads—both customer-facing and back-office—within a single ticket.Ideally, this would allow:SMS conversations for quick, real-time communication Email threads for document exchange and longer-form communication All interactions to be linked and visible within one unified ticket viewThis capability would help our team stay organized, reduce context switching, and provide a more seamless experience for our customers.Thank you for considering this request. We’d be happy to provide additional context or participate in feedback sessions if helpful.  

    1
    4 months ago
    Milasin PetrovicNew Participant

    Workflows during a conversation: Add action "set ticket state"Submitted

    Hello, For workflows using “During a conversation” such as the triggers “Customer sends any message” or “Teammate sends any message” we cannot change the state of the ticket.  The goals would be: When Teammate answers to a ticket with the submitted status, change the state to “In progress”. When customer answer to a ticket with the resolved status, change the state to “Submitted”.

    2
    4 months ago
    David MillershipNew Participant

    Make workflow exports diagram-friendly by linking mid_path_action steps to their action detailsSubmitted

    When exporting workflows, some steps appear as mid_path_action and their actual behavior (tagging, assigning, etc.) is stored in embedded_rules. This makes it impossible to automatically generate accurate workflow diagrams (e.g., Mermaid) from the export, because there’s no reliable mapping between the step and what it does. Please add a clear link or identifier in the export so each mid_path_action can be matched to its corresponding embedded_rules action, so diagrams can be generated without manual UI inspection.

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    4 months ago
    Helena BjörkengrenNew Participant

    Show only teammates assigned to the current brand in the Messenger team profileSubmitted

    From Fin: “The three teammates shown in the red ring (the Messenger team profile) are picked automatically, and you can’t select which three appear or narrow them down to a specific brand or team.The only way to influence who shows up is to send a test message via the Messenger and have the teammate you want to represent that brand be the first to reply.So if you’re seeing teammates from the wrong brand in the red ring, there isn’t a setting to fix that right now - it’s a known limitation.”This known limitation is really impacting the brand experience. You can’t expect us to want to mix brands within the same workspace. This is not the first time that the multibrand experience within the same workspace isn’t working properly. This is just a small thing but it’s the details that makes the difference. Thank you. 

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    4 months ago
    Henrik R
    Henrik RActive User

    Customizable AI Summaries for Inbound CallsSubmitted

    We would like more control over what is presented in the AI Summary for inbound phone calls.Today, the AI Summary for inbound calls is automatically generated and cannot be customized. It would be very valuable if admins could influence or enrich the generated summary based on captured attributes during the call.Example use cases:Identification number Store number Customer ID Order number Selected menu option / routing pathIf these attributes are captured during the conversation or workflow, it would be extremely helpful to:Include them automatically in the AI Summary Control how they are formatted/presented Prioritize important operational data at the top of the summaryExample:“Customer called regarding invoice issue. Store number: 12345678. Routed via Billing queue.”This would make inbound call summaries much more actionable for support teams and reduce the need to manually listen back to calls or search for key identifiers.

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    Henrik R
    4 months ago
    James BNew Participant

    Automatic Article TranslationsSubmitted

    Add the ability to automatically translate articles for different locales.

    1
    4 months ago
    Patrice ChatmanNew Participant

    Please remove the grey text suggestions and previous conversation context in the inboxSubmitted

    This is BEYOND annoying and is risky for new agents who may not delete it before adding their reply. 

    0
    4 months ago
    Karyna KuznietsovaNew Participant

    Separate view for notes in conversationsSubmitted

    Currently, notes are getting buried in the conversation, making it almost impossible to get internal context in the long-running requests. Having an option to view notes separately in the conversation or as an app in the right sidebar would be a great improvement for teams with complex requests that take time and may involve multiple agents. 

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    4 months ago
    Daniel F12New Participant

    Additional Toll Free Number support for Intercom Phones in other countriesSubmitted

    We currently need more support for regions across the board for Intercom Phones. This is holding up our entire transition from our current Five9 telco system to Intercom’s Phone system as we also have TFNs in various countries that are not currently supported by Intercom (backed by Twilio). This is a HUGE roadblock for us to legitimately use and leverage Intercom Phones effectively for regions outside of support with a HUGE technical customer population (e.g. India, Singapore, etc).  As a tech company with international customers abroad in all regions and dozens of countries, the ability to not support major Tech hubs such as Singapore, India, UAE, Brazil and others is an incredible gap. This causes us to have two separate workflows for supported and non-supported countries. This is not ideal for any company who has customers in large technical user regions like the latter countries mentioned. Please work with Twilio to expand region and country support for various other countries abroad. This is kind of mind boggling that Intercom, a widely used international support platform, does not support the largest tech hub regions on the planet. 

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    4 months ago
    Heidi ChenNew Participant

    Ability to save email draft in composerSubmitted

    I often provide extensive analysis with formatting in the email reply (composer) to clients, but in the event that I get logged out of Intercom, I lose everything I’ve put together, which can be hours of work lost. Is there a way to auto-save what we’ve composed in the email reply?

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    4 months ago
    Tim FremuthNew Participant

    Show "Expand window" directly instead of hiding it in the three-dot menuSubmitted

    Hi everyone,We love using Intercom, but we notice our users frequently struggling with a specific UI element when dealing with complex support cases.Currently, the "Expand window" option is hidden inside the three-dot ellipsis menu in the messenger. Since that menu literally only contains this one single option, hiding it feels like an unnecessary extra click.Why this matters: Discoverability: We handle highly complex cases with long conversation histories. When we show our customers that they can expand the window, they absolutely love it. However, almost nobody finds it on their own because it’s tucked away. User Experience: Hiding a single, highly useful action behind a dropdown menu reduces efficiency for users who need a larger workspace to read through technical instructions or long logs. Easy Fix: Since there are no other items in that menu, replacing the three dots with the direct "Expand window" icon/button would be a massive quality-of-life improvement for end-users, requiring minimal development effort. It would be awesome to see this UI tweak implemented to make long conversations much easier to navigate from the get-go! 

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    4 months ago
    Cézi AnselminiNew Participant

    Acompanhamento do FIN nas conversasSubmitted

    Gostaria de sugerir uma evolução para o FIN voltada ao acompanhamento da qualidade das tratativas humanas durante os atendimentos.A ideia é que o FIN consiga atuar de forma semelhante a um CX Analyst em tempo real, analisando a interação entre cliente e analista ao longo da conversa.Funcionalidades sugeridasMonitorar se todas as perguntas realizadas pelo cliente foram devidamente respondidas pelo analista; Notificar o analista em tempo real quando identificar alguma pergunta pendente ou informação não respondida; Avaliar a qualidade da tratativa com base no contexto da conversa; Identificar o sentimento/emocional do cliente durante o atendimento (positivo, neutro ou negativo); Sinalizar para o analista se o atendimento está caminhando para uma experiência ruim, boa ou excelente; Gerar insights sobre empatia, clareza na comunicação e nível de satisfação percebida do cliente.ObjetivoO principal objetivo seria apoiar os analistas durante o atendimento, reduzindo falhas de comunicação, aumentando a qualidade das respostas e ajudando a melhorar a experiência do cliente em tempo real — não apenas após o encerramento da conversa.Isso permitiria uma atuação mais proativa do suporte, além de contribuir diretamente para indicadores como CSAT, tempo de resolução e satisfação geral do cliente.

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    4 months ago
    Simon kingNew Participant

    Mini gameSubmitted

    Work should not have to be boring. We need a mini game in intercom. To keep busy when work isn't busy. 

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    4 months ago
    Mike WatlingNew Participant

    Updating Role Permissions within the Teammate setup pageSubmitted

    Oftentimes when provisioning a new Teammate, I have found that the role I want to assign requires updated permissions. In order to make the change, I must navigate out of the Teammate setup page to the Roles setup, and back again to start the provisioning again. Since Roles are exposed in the setup page in the dropdown, it would be nice to have the ability to update them directly rather than the current workflow.

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    4 months ago
    Lane DyeNew Participant

    UI: Note vs Reply buttons are too closeSubmitted

    Our team believes the Note and Reply buttons in the Inbox are too close, and it can pose issues with agents sending customer-facing replies when they intended to leave an internal note on the conversation. 

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    4 months ago
    Emil KarlsenNew Participant

    (Spotlight Messenger UI) Add option to change the background color of the main conversation chat boxSubmitted

    The current dark, blurry, transparent background in the main conversation area makes messages hard to read and feels distracting. Please add a setting to let us choose a solid background color for the larger chat box where the conversation happens, so we can improve readability and match our site’s design.

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    4 months ago
    cwalsh-topstepNew Participant

    Move anchor link iconSubmitted

    I’d like to request that the “copy anchor link” button be moved to the left. It currently overlaps with the toggle icon making it difficult to use while editing articles. Whenever I go to click toggle, the anchor link is in the way: 

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    4 months ago
    vrstechnologies
    vrstechnologiesNew Participant

    Smart Security Using Biometric Access Control SystemsSubmitted

    Enhance workplace safety with smart Biometric Access Control UAE solutions from VRS Technologies. Secure offices with fingerprint and facial recognition systems for reliable access management. Contact +971-55-2093531 for advanced security solutions.Visit us: https://www.vrstech.com

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    vrstechnologies
    4 months ago
    Phoebe DNew Participant

    The ability to delete macros in bulkSubmitted

    It would be great to be able to remove macros in bulk. I have a recurring slot to edit and amend macros but we create them very frequently and it would save a lot of time to be able to remove then en mass.  Thanks! 

    0
    4 months ago
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