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    3157 Ideas

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    NoamKevinNew Participant

    Monitor ALL Conversations in "Monitor"Submitted

    Have the option of running monitors on all conversations, not just the ones handled/closed by FIN.eg. we have FIN connected to Salesforce, and we’re pulling daily Cases INTO Fin, even if FIN doesn’t run them.  However, it’s crucial to us to also have the option of monitoring ALL conversations that are in the system. 

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    Forum|Forum|4 months ago
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    Jochem SchuilingNew Participant

    Inbox searchSubmitted

    Can we make the inbox search, so it also searches on customer data such as email-addresses. Many times I have to search for emails based on their company mailaddress, but the Intercom inbox is just not finding these emails through a simple keyword search. Gmail does a better job at this though.

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    Forum|Forum|4 months ago
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    ValeriaNew Participant

    Hide the Slack authenticate prompt, or add a Skip buttonSubmitted

    Current design is clearly prompting teammates to authenticate with Slack. It’s impossible to control this on the workspace level, and the message is impossible to skip unless you authenticate, making it a very distracting element.

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    Forum|Forum|4 months ago
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    Ash WeeksNew Participant

    Allow upload of more file types other than Word documents and PDFs.Similar functionality

    Our customers handle CAD files that they often need to send to us to investigate for support reasons. Not being able to receive them via the widget forces them to go out to their email client to send them by email, which is not the greatest experience. Having an option where we can edit our intercom messenger settings to allow certain other file extensions on a customised basis would solve this problem more generally. 

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    Paul D
    Forum|Forum|5 months ago
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    YoeriNew Participant

    Feature Request: Global Find and Replace for Articles (Help Center)Submitted

    Hi all,We are currently using Intercom Articles as our primary Help Center. However, we are running into a significant efficiency bottleneck whenever our software UI changes.Currently, if a UI label or feature name changes, we have to manually search for every single occurrence across all articles and update them one by one. For a modern documentation tool, this manual process is highly prone to error and very time-consuming.We would like to propose a "Find and Replace" functionality within the Articles product. Proposed Functionality:A dedicated tool that allows admins to search for a specific term and replace it:Scope: Option to apply changes to "All Articles" or "Current Article only".Search/Replace: e.g., Replace 'Brandkit' with 'Brand Identity'.Key Features/Checkboxes:Match Case: Ensure that capitalization is preserved (e.g., 'brandkit' becomes 'brand identity', while 'Brandkit' becomes 'Brand Identity').Preserve Formatting: Ensure the replacement term keeps the original styling (Bold, Hyperlinks, Italic, etc.) of the term it replaces.Why this matters:In a fast-growing software environment, UI terminology evolves. Manually updating hundreds of articles to match the current UI is a hurdle that prevents us from keeping our documentation up to date. A Global Find and Replace tool would significantly improve the developer and content creator experience within Intercom.Is this something currently on your roadmap, or can this be shared with the product team?Best regards,Yoeri from MailBlue

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    Paul D
    Forum|Forum|5 months ago
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    YoeriNew Participant

    Feature Request: Global Find and Replace for Articles (Help Center)Submitted

    Hi all,We are currently using Intercom Articles as our primary Help Center. However, we are running into a significant efficiency bottleneck whenever our software UI changes.Currently, if a UI label or feature name changes, we have to manually search for every single occurrence across all articles and update them one by one. For a modern documentation tool, this manual process is highly prone to error and very time-consuming.We would like to propose a "Find and Replace" functionality within the Articles product. Proposed Functionality:A dedicated tool that allows admins to search for a specific term and replace it:Scope: Option to apply changes to "All Articles" or "Current Article only".Search/Replace: e.g., Replace 'Brandkit' with 'Brand Identity'.Key Features/Checkboxes:Match Case: Ensure that capitalization is preserved (e.g., 'brandkit' becomes 'brand identity', while 'Brandkit' becomes 'Brand Identity').Preserve Formatting: Ensure the replacement term keeps the original styling (Bold, Hyperlinks, Italic, etc.) of the term it replaces.Why this matters:In a fast-growing software environment, UI terminology evolves. Manually updating hundreds of articles to match the current UI is a hurdle that prevents us from keeping our documentation up to date. A Global Find and Replace tool would significantly improve the developer and content creator experience within Intercom.Is this something currently on your roadmap, or can this be shared with the product team?Best regards,Yoeri from MailBlue

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    Paul D
    Forum|Forum|5 months ago
    Philipp Hofmann
    Philipp HofmannNew Participant

    Support sending audio messages in WhatsApp IntegrationReleased

    WhatsApp Business API, does not allow to send audio messages to users via API, so that explains why it is not implemented atm. However, there is a workaround used by many other Customer Support platforms to handle this, that I would love to get adapted by Intercom as well:In the chat, there is next to Gif, photo, files etc. a voice message option that starts a recording in browser and allows the agent to record a voice message. This voice recording is then sent to the customer as a file, not a classic voice message. This is a workaround but totally works and allows us to adapt voice messages (which is a very common communication style with Gen-Z) to our customer communication. CheersPhilipp

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    Paul D
    Forum|Forum|5 months ago
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    ImmortalNew Participant

    Edit NotesReleased

    It would be really helpful if we could edit notes in chat conversations https://prnt.sc/QiBSeZW8DoCd Sometimes notes can be long enough and copy paste notes is not a better way to do this

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    Paul D
    Forum|Forum|5 months ago
    syhussaini
    syhussainiNew Participant

    Ability to Edit Internal NotesSubmitted

    Hello Intercom Team,I’d like to suggest a feature that I believe could really improve workflows in Intercom: the ability to edit internal notes.Right now, if a mistake is made in a note, the only way to correct it is by adding another note or deleting the original one, which often leads to clutter. Having the option to edit notes would help keep conversations cleaner and more organized.To balance flexibility with accountability, you could also provide a setting to either: Allow edits without tracking versions, or Enable version history so teams can see changes if needed. This would reduce unnecessary clutter while still preserving context where required.I believe this enhancement would make internal collaboration smoother and save teams time.Thanks for considering this request!Regards,Syed H

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    Paul D
    Forum|Forum|5 months ago
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    NicolaNew Participant

    Introduction of Slovak language as option in Help CentreSubmitted

    Hey guys! Are you planning to ad Slovak any time soon as supported language to Help Centre? We are asking about this feature for 3 years now.Slovakia is kind of a big country which is located in central Europe and part of EU for a long time now. We have a lot of customers from there, that are unable to get instructions in their language. I am sure that bunch of other customers of yours are facing the same issue.Can you please provide a bit more information on this topic? 

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    Forum|Forum|5 months ago
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    Louis D'ambrosioNew Participant

    Workflow Version HistoryReleased

    This idea is to create a version history for workflows.When working on workflows, it would be great to have a version history. This is useful when the need comes to revert changes. Also, a version history helps tracking changes made overtime.When testing workflows and making constant changes for testing purpose, having to manually redo-undo isn’t optimal. Being able to restore/revert to a previous version of a workflow would be much easier. 

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    Paul D
    Forum|Forum|5 months ago
    Tonje Ness Meinhardt
    Tonje Ness MeinhardtActive User

    Version History in WorkflowsSubmitted

    Hi, another suggestion we would like to add: Version History in WorkflowsWe would like to request a feature that provides version history within flows. When working in workflows, it is easy to lose track of previous configurations. Often, we need to test changes live to ensure they work as intended, and in many cases, it is helpful to review how things were set up before. Currently, we create multiple duplicates of workflows because we hesitate to delete them, thinking we might need them again later. This leads to clutter and makes it difficult to maintain an overview. With version history, we could reduce the number of duplicates and keep our workspace more organized.

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    Paul D
    Forum|Forum|5 months ago
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    Bradley CoyleNew Participant

    Holiday Hours and ClosuresReleased

    Hi Intercom team! We would love to see a feature that would allow us to easily submit our specific holiday hours and closures by the individual holiday. It would be awesome to pull up a calendar view and be able to select the date of the holiday and simply mark if the hours are different from BAU or select if that specific holiday is open or closed based on the business. Thank you for considering these ideas from the community. 

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    Paul D
    Forum|Forum|5 months ago
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    ImmortalNew Participant

    support for YouTube tutorials as knowledge sources for FIN AISubmitted

    FIN AI currently supports ingesting guides from websites, but does not allow connecting YouTube or other video platforms.This is a limitation for teams whose documentation includes both text articles and video tutorials. Many customers prefer video guides, and YouTube tutorials are often a key part of support and onboarding content.Adding support for YouTube URLs would help FIN AI provide more complete and user-friendly answers, reduce repeated questions, and better reflect modern help center content.

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    Forum|Forum|5 months ago
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    NikiNew Participant

    Ability to see multiple active SLAsSubmitted

    [Edit: I meant to submit this as a feature request idea -- not a question!] Only the most pressing SLA badge is displayed for a ticket/conversation, whether in the table/chat view of the inbox or in the details side panel of a particular ticket/conversation. You can click into each ticket/conversation and hover over the badge in the details side panel to see the status of other active SLAs, but not in table/chat view (hovering there reveals buttons for closing/snoozing instead). You also can’t tell which SLA is breached from the badge alone. This is creating friction for our technical investigations team, which works with SLAs for both resolution time (spans up to several days) AND reply times (only spans up to a few hours). When we’re heavily backlogged, tickets that already have a breached Resolution SLA end up hiding the presence of an upcoming Reply Time SLA.  Team can only see breakdown of all active SLAs via this ticket/conversation-specific hovered viewDoesn’t work when hovering in chat view (where bulk review would be easier)

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    Forum|Forum|5 months ago
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    Erika KronwaldNew Participant

    Ability to thread Internal NotesSubmitted

    Instead of sending a new internal note on a ticket, it would be great to thread messages, similar to what you do in Slack - This is possible in Freshdesk, would love to see this on Intercom!

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    Forum|Forum|5 months ago
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    Sarah BlessingtonNew Participant

    Update Monitors filtersSubmitted

    For specific filters in Monitor- we would like to have a "match" option. As in - we are trying to identify different users with the same company ID and we want this to be dynamic. Meaning- if we have different users from the same company ID from many different company ID's we want to make a flag for a trend so they can be pushed to an agent ASAP an not stuck in a conversation with FIN. (As Monitors grows to monitor teammate conversations as well, this would be super helpful for making sure agents are working together and can identify trends/bugs quickly)Context - if multiple users reach out about a bug from the same company, we want to have an opportunity to have shared communications with the users that includes them all in the communication/troubleshooting process. As opposed to the individuals not knowing that the other reached out about the same thing. This will decrease duplicate work done by our customers at the company who reach out to us, as well as our technical team having to interact with individual users separately creating duplicate work.Goal is to have one agent work with multiple users reporting similar/same issues to improve user experience.

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    Forum|Forum|5 months ago
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    Limble EngineeringNew Participant

    Ability to Set Defaults for Article Fin Availability /OR set via APISubmitted

    Summary:Provide the ability to control Fin agent access to articles by default (either individually or a folder level default), and/or support for configuring this setting via API while creating/updating articles.Problem:Currently, all published articles default to having Fin access enabled. While we intentionally publish some articles as unlisted (accessible only via direct link), Fin can still surface these articles and information within to users.Our team frequently manages articles via API and is not always working directly in Intercom. As a result, we cannot reliably disable Fin access without manually logging in and updating each article.Why this matters:Unlisted articles are meant to be restricted to users with direct links Fin surfacing these articles can expose context-specific or limited-use information This can lead to: Customer confusion Incorrect guidance being shared Increased support friction Current limitations:No way to set Fin availability defaults for articles No API support to enable/disable Fin access No ability to control this at the folder level Fin audience settings exist at an individual article level, but are not configurable via APIProposed Solution Ideas:Allow setting a default Fin availability state (e.g., OFF by default) Add API support to control Fin access per article Enable folder-level settings to manage Fin access at scale Ensure unlisted articles can be excluded from Fin by defaultImpact:This would give teams better control over what Fin can surface, prevent unintended information exposure, and reduce manual workflows when managing content programmatically.

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    Forum|Forum|5 months ago
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    Cathy FayNew Participant

    Include Reply in MergeSubmitted

    Including the latest reply in a ticket into the merged ticket as a stand alone note or above the AI summary would be very helpful as they typically have specific wording needed to proceed on ticket and isn’t included in the summary.

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    Forum|Forum|5 months ago
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    Vicky LabergeNew Participant

    Organize messages in the messengerSubmitted

    Hi,The users are suggesting organizing the messager based on the ticket’s status. For closed conversations, they would like the messages to be archived or moved elsewhere, making the chatbox more user-friendly.

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    Forum|Forum|5 months ago
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    KlausNew Participant

    Flexible control over Tickets by roleSubmitted

    As of this moment, permission for creating new tickets is bound to creating new conversation, which are 2 totally different entities that have different functions.  Adding customized permission control for tickets creating, view, change status, leaving notes etc. could singnifically improve Company’s internal procesudes and allow room for improvement, control over possible mistakes. Addittionally, it would be beneficial if those permissions could also be adjusted not for all tickets, but by existing types (back office, tracking etc) and by Company’s ticket types that are created (ex. an agent should be able to create Delivery back-office ticket, but should not be able to create Billing back-office ticket)

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    Forum|Forum|5 months ago
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    Leandro WenzinNew Participant

    Allow routing “Continue on WhatsApp” to different numbers based on customer country or other attributesSubmitted

    Currently, the “Continue on WhatsApp” action always routes the customer to a single WhatsApp number configured in Settings → Channels → WhatsApp → Switch from Messenger to WhatsApp (one number per workspace).This creates a limitation for companies operating in multiple countries with different WhatsApp numbers per region. There is no way to direct customers to their corresponding local number, which negatively impacts both customer experience and operational efficiency.Problem:If a business uses different WhatsApp numbers per country, all customers are still redirected to the same number, regardless of their location or attributes. This can lead to:Customers contacting the wrong regional team Delays in response times Fragmented conversations and routing issuesSuggested improvement:Allow agents or automation rules to select which WhatsApp number is used when triggering “Continue on WhatsApp”.For example:Route based on customer attributes (e.g., country, language, region) Allow rules in workflows to define the destination number Allow agents to manually choose the WhatsApp number when using the “Use Continue on WhatsApp” action in conversationsThis last point would already be a significant improvement, as it would give support teams immediate control to route customers to the correct local number during live conversations.This would enable businesses to:Maintain local communication channels Improve response times and routing accuracy Preserve a better customer experience across regions

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    Forum|Forum|5 months ago
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    NoamKevinNew Participant

    Ability to create multiple Custom ReportsSubmitted

    I’d like to have the option of creating multiple “customer reports” instead of just one that will be very long, etc.For example - per Audience, or per topics, and similar.Lastly - I’d like to have the option of adding MONITOR rates/results to the custom reports. 

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    Forum|Forum|5 months ago
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    NoamKevinNew Participant

    Add Audience filter to Performance reports in AnalyzeSubmitted

    I’d love to have the option to set a filter by “Audience” in the Analyze•Performance section, instead of using custom reports. Why? We are a global company with local subsidiaries, and I’d want to be able to analyze either overall interactions or the relevant subsidiary only.  

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    Forum|Forum|5 months ago
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    Jennifer BedardActive User

    Separate Away Statuses by TeamSubmitted

    We have multiple teams on Intercom and each team utilizes slightly different “Away” statuses. It would be helpful to be able to customize which teams a given “Away” status is displayed for so that teams aren’t having to scroll through all options to find those specific to their team. 

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    Forum|Forum|5 months ago

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