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    Henrik R
    Henrik RActive User

    Free-Form Keypad Input for FIN VoiceSubmitted

    Currently, FIN Voice supports keypad input (DTMF) only for limited use cases such as call ratings (1–5) and simple reply options (press 1, 2, etc.).We would like support for free-form multi-digit keypad input during voice conversations, for example:Entering an identity number Entering a store number Entering customer/account IDsUse case:When callers are asked for numeric identifiers, many users prefer entering the numbers on their phone keypad instead of speaking them aloud. This would improve:Accuracy User experience Accessibility Handling of noisy environments Recognition reliability for long numeric sequences

    0
    Henrik R
    4 months ago
    Trevor HoughNew Participant

    "Sent" Tab Under "Mentions" FolderSubmitted

    I think it would be really helpful to have a list of mentions that have been sent to teammates. Sometimes, it can be hard to track down tickets that we haven’t heard back from someone on, and I think this would be a really helpful idea.

    0
    5 months ago
    Steve BensonNew Participant

    Adding additional fields to Salesforce app displaySubmitted

    Adding additional fields to Salesforce app display.I would like the ability to edit visible fields on the Salesforce app on tickets.  

    0
    5 months ago
    Hannah D.New Participant

    News LabelSubmitted

    It’d be great to customize the name of “News” in messengers’ footer.The format of News outbounds is so unique, we are hoping to adopt it for pro-tips but can’t as “News” is used other places in product and would create user confusion. I am hoping to label this section “Feed” or “Tips” instead of “News”. 

    0
    5 months ago
    Andrii Fedyk
    Andrii FedykActive User

    Add link to Article in webhook event when using Article InserterSubmitted

    Attached article to a messageWhen an article is added to a message, the related webhook doesn’t include any article information: The link to article will he helpful during the integration with 3th party platforms.The similar issue was well described here 

    5
    5 months ago
    Krizza Hababag

    When forwarding an email externally from Intercom, original attachments should be included in the forwarded emailSubmitted

    Customer reached out about a gap around preserving original attachments in externally forwarded emails.  For now, the workaround they’ve already been using, downloading the attachment from the Intercom conversation and manually re-attaching it to the forwarded email. It’s a long process rather thatn just forwarding the email with the attachment ready same with emails.

    0
    5 months ago
    Pat Barlow
    Pat BarlowConnector

    Ability to react with an emoji to internal notesReleased

    I’d love to be able to react to mentions in conversations to acknowledge them, rather than needing to leave another reply, which just makes the thread harder to navigate later down the line

    15
    5 months ago
    AnkotNew Participant

    Incorrect "Out of Stock" Labeling for Shopify Pre-ordersSubmitted

    Currently, Fin for Ecommerce pulls inventory data from Shopify and automatically labels any product with zero or negative inventory as "out of stock." This occurs even when the "allow customers to purchase this product when it's out of stock" (oversell) setting is enabled in Shopify for pre-order items.Impact:Fin provides misleading information to customers by stating available pre-order items are "out-of-stock". This creates unnecessary friction and directly results in lost sales.Requested Solution:Intercom should provide a toggle or configuration setting that allows vendors to control how Fin interprets and presents inventory status. Specifically, Fin should recognize Shopify's "allow oversell" metadata and treat those items as "in stock" or "available," rather than defaulting to a hardcoded inventory count.

    0
    5 months ago
    Davide BugginNew Participant

    Checklist StatusSubmitted

    Hi Intercom community!After spending time exploring Checklists and confirming with Intercom Engineering Support, there is currently no native way to know when a user has completed a checklist — the checklist is purely a UI guide and doesn't write any data back to the user profile or expose a completion event.What I'd love to see is one (or both) of the following:1. **A native "checklist status" field on the user profile** — automatically updated when a checklist is completed (e.g. completed / in progress / not started), queryable and syncable with external tools like HubSpot.2. **An option inside each checklist to map completion to a user attribute** — similar to how surveys automatically write the score to a user attribute, it would be great if you could configure which attribute gets updated (e.g. `checklist_onboarding_completed = true`) when all steps are done.Right now the only workaround is to track completion from the product side and update the attribute via API — which adds unnecessary complexity for what should be a straightforward signal.This would be especially valuable for onboarding flows where checklist completion is a key milestone to track and act on (reminders, CRM updates, stage changes, etc.).Would love to hear if others have run into the same limitation!

    0
    5 months ago
    Ayaka KuriharaNew Participant

    Improve Article Table Usability with Sticky/Fixed Headers and Better UI/UXSubmitted

    Currently, tables in the Article feature become very difficult to use when they contain many rows or columns. Once users scroll through the table, the column headers and row labels disappear, making it hard to understand the data being viewed.At the moment, there is no option to pin/freeze headers like in Excel, and even HTML-based approaches such as using <thead> are not supported as sticky headers. This creates a poor reading experience for both internal teams and end users who rely on Articles for structured information.I would strongly request improvements to the Article editor’s UI/UX, especially for table usability, including features such as:Sticky/fixed table headers while scrolling Sticky first column support Better handling of large tables on desktop and mobile More flexible and modern table customization options Overall UI/UX improvements for Article content componentsGiven that Intercom is a premium product with a significant licensing cost, I believe stronger investment in usability and content experience is important. Improving the Article editing and viewing experience would greatly increase the value of the platform for teams managing large knowledge bases and documentation.

    0
    5 months ago
    DebraNew Participant

    Translate conversation previews in “Drill In” viewSubmitted

    Hi! When reviewing conversations to spot trends, I often use the “Drill In” view because it’s a much faster way to scan conversations without fully opening them.However, unlike the Inbox view, the preview doesn’t have the AI translations feature. Since our audience speaks multiple languages, this makes it very difficult to quickly understand what’s happening across conversations.It would be incredibly helpful if conversation previews in the “Drill In” view supported the same translation functionality as the Inbox view. That would make this already great workflow much more usable for global support teams.

    0
    5 months ago
    RimNew Participant

    Operator - Product FeedbackSubmitted

    Spent the day going through several of the suggested prompts as well as custom ones, and below are our initial impressions so far.Operator - Product FeedbackThings we loveGreat for data analysis and identifying patterns not readily available in Intercom reporting. Successfully reviewed and restructured our refund guidance, and it even recommended creating a new procedure for it. Being able to drill into Operator from various areas in Intercom is great for giving it a head start on context gathering. Helps us dive deeper into Volumes and Coverage and identify potential gaps for our WFM team to focus on.Suggestions for ImprovementsAbility to export generated tables or visuals. Ability to share outputs or entire threads with teammates. Ability to rename threads. Ability to drill into relative conversations based on analysis. Very important for relative coaching observations. Overall improvements needed in the speed at which it processes prompts and returns outputs. Especially complex inquiries and/or large datasets. When processing Intercom data, default to using existing Intercom metrics rather than calculating them from scratch.

    0
    5 months ago
    Breanne ParksNew Participant

    Make it easier to switch between Monitors and InboxSubmitted

    Our team is taking over AI reviews and needs to be able to switch between Monitors and Inbox effortlessly. Right now, if someone is reviewing conversations in Monitors, they can see the Inbox on the left. But if they click into a conversation to reply to a customer from the Inbox, it takes them out of Monitors, and getting back to it requires 5 clicks: Fin AI > Analyze > Monitors > Select Monitor > Filter Reviewer. They will be going back and forth between these all day and that's just not a workable workflow.Using multiple tabs side by side isn't a great workaround either. We've had issues in the past with away and available statuses not syncing correctly across multiple tabs, so staying within one window is the goal.Ideal solution: each user keeps their existing Inbox, but also gets a Monitors Inbox that pulls in all conversations assigned to them for review.

    0
    5 months ago
    Sharon RingerNew Participant

    Help CentresSubmitted

    I have abandoned creating another Help Centre. This is because when you click on a 2nd Help Centre, you see everything thats in the 1st Help Centre. You cant see or order what is in an additional Help Centre. May I make a suggestion that when having multiple help centres, there is a view to easily manage the contents and order.

    0
    5 months ago
    ClarkNew Participant

    View @ mentions when conversation access for a role is set to "Conversations assigned to them only"Submitted

    Hi everyone,We’re currently optimizing our assignment workflows to improve team efficiency and eliminate cherry-picking.To ensure a fair workload, we want to restrict our Specialists' view by setting Role > Conversation Access to "Conversations assigned to them only." This forces the team to rely purely on balanced assignment or the "Pull" feature within their personal inboxes.The ProblemOnce this restriction is enabled, Specialists cannot view conversations where they are @mentioned unless the ticket is explicitly assigned to them.I understand why this happens technically (they don't own the conversation), but it completely blocks our internal collaboration.Why This MattersWe are onboarding more departments into our Intercom workspace, making cross-functional collaboration vital. Currently, we are forced to choose between two options that don’t suit our needs: Allow cherry-picking just so the team can collaborate via @mentions. Stop cherry-picking, but completely isolate our agents from internal help. Desired OutcomeWe need a way to bypass the "assigned only" restriction specifically for @mentions. Teammates should always be able to view and respond to a conversation if a colleague tags them, regardless of who owns the conversation.Implementing this would give our managers time back, ensure a fair workload, and keep our cross-department collaboration smooth.  

    0
    5 months ago
    Jameson ThomasNew Participant

    API support for draft versioning of existing published articlesSubmitted

    Feature RequestExpose the Help Center article draft-versioning system via the Articles API. Specifically: the ability to save a pending revision of an existing published article without affecting the live version, and to publish that staged revision on demand — mirroring the draft-version behavior currently available in the UI editor.Current behaviorThe API supports creating new articles in a draft state before first publication. However, once an article is published, any PATCH to its content takes effect immediately on the live version. There is no API equivalent to the UI's "save draft version" workflow, where a revision can be prepared and held without going live.Desired behaviorPATCH /articles/{id} with a draft body parameter creates a pending revision without altering the live article The live article remains visible to customers until explicitly published A subsequent PATCH with state: published (or equivalent) promotes the staged revision to live Ideally, bulk-publish support for promoting multiple staged revisions simultaneouslyUse caseTeams managing large Help Centers frequently need to coordinate content updates with product releases — updating terminology, adding new sections, or revising instructions to match UI changes that haven't shipped yet. With the current API, the only options are:Execute all changes live on release night, accepting the risk of a partially-updated knowledge base if something fails mid-run Apply changes manually through the UI editor in advance to use the draft-version feature, then publish from the UI on release night — which negates the scalability benefit of the API for large update batchesNeither option is well-suited to teams managing hundreds of articles across a timed release. Draft versioning via the API would allow content teams to prepare, review, and stage updates programmatically in advance, then publish atomically at go-live — the same workflow the UI already supports, extended to API-driven automation.Priority signalThis gap is most acutely felt during major product releases that require coordinated, cross-KB content updates. The inability to stage changes via API forces a choice between manual UI work at scale or live execution risk on release night. For teams using the API specifically to reduce manual overhead, this is a meaningful limitation.

    1
    5 months ago
    BahaaGamalNew Participant

    the removal of quick reply buttons in the user chatSubmitted

    This was a good option for making the chat more user-friendly. You didn't have to remove it. It was one of the best options for adjusting our replies to customers. I was looking for a similar tool for the other services I use, and it was just like yours. That was a bad move, and you don't need to do that. I like the new UI and Intercom overall, but that was a shame, to be honest. Bad move.

    0
    5 months ago
    Noel CollingsNew Participant

    Add the ability to track and report on ticket ageSubmitted

    There is currently no way to track tickets by their ages (it - the amount of time they have been opened).As an example - my support team are targeted on closing a certain percentage of tickets within 48 hours, and also need to report on tickets that are open long-term.At present none of this is possible.  Ideally there would be a optional columns for “Ticket Age (hours)” and “Ticket Ages (days)” would then be added to views and reports.

    0
    5 months ago
    Noel CollingsNew Participant

    Additional schedule options for Posts and BannersSubmitted

    We have intercom built into our hosted product which allows us to deploy banners and posts directly users logged into the app.We carry out automated upgrades on the 2nd Tuesday of each month.  The current schedule options for banners and posts do not allow for that kind of option - it only allows for a set date of each month.Could the schedule options be expanded to be more flexible?

    0
    5 months ago
    Ali KianiNew Participant

    MCP server for Australia hosted regionSubmitted

    I was wondering if there is a timeline or expected timeframe for when Intercom’s MCP support will expand outside the US-hosted servers, specifically to the Australia-hosted region.

    0
    5 months ago
    Ryley WhiteNew Participant

    Improved Table of Contents for Intercom ArticlesSubmitted

    The table of contents for Intercom Articles (Help Center) is limited to H1 and H2 headings. I just put together an index doc of all of our company’s product features, structured with a clear hierarchy. The intent is to 1) have Gen AI source this document when someone creates a prompt in Chat GPT, for example, that relates to our product solution 2) Give people an access point for all of our product features and link out to longer-form docs from this article.There are many H3 and H4 headings throughout. Not having these headings appear in the table of contents will make it difficult for a person who references this document to find what they’re looking for. I’m not sure why this decision was made to only show H1 and H2 headings, but it would be very helpful to improve the table of contents with the option to show additional lower-level headings. 

    4
    5 months ago
    J BradyNew Participant

    Fix ux copy when logged outSubmitted

    Using the words “unable to load this article” on the logged out page before suggesting people log in makes it look like the link is broken because of how people skim content. This creates a lot of customer questions because links look broken when sending a link to a private help center.In order for this to be easy for customers, it should say "To view this article, log into (company name and link)."

    0
    5 months ago
    Evie LynchNew Participant

    Option to disable teammate email replies (force replies through Intercom platform)Submitted

    Today, teammates can reply to customer tickets and conversations from their email inbox. We’d like a workspace setting that disables teammate email replies, so teammates must reply only inside Intercom (Inbox). This helps prevent accidental customer-facing replies (for example, when someone thinks they’re adding an internal note) and ensures every response is clearly visible and auditable in one place.

    0
    5 months ago
    Tyler SchowNew Participant

    Improvements to New Data Connector InterfaceSubmitted

    Hello! I’m a fan of the new Data Connector interface, but there are some usability issues that I’m hoping you all can address quickly:Custom attributes show as ID numbers and not names: When you insert custom attributes into a data connector, they show up like {{conversation.custom_attribute.8613496}}, and there is no easy way to look up this number in the attributes section of settings. Can this be changed so that the name of the attribute is shown instead? When inserting attributes using the “Add data” button, the attribute is put at the bottom of the JSON body. Can the data instead be added where my cursor is? Right now, if the JSON body goes more than 11 lines, it extends past the area allotted for it, which is fine. But, the side-to-side scroll bar is also pushed out of the area. This means that if you want to scroll side-to-side, you have to scroll down to access the side-to-side scroll bar, and then scroll back up to where you were.

    0
    5 months ago
    George LewisNew Participant

    Auto suggest reply using finSubmitted

    It would be awesome if when you go to reply Fin has already had a go and then you can either accept it and tweak/send or start typing to override. 

    0
    5 months ago
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