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    3157 Ideas

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    Shanté SimpsonNew Participant

    FIN Voice - AI summarySubmitted

    We have adopted FIN voice but when FIN is unable to handle the query it needs to be escalated to a human agent. It would be helpful if we can build an ‘AI Summary step into the workflows like we can with live-chat. This will streamline calls and prevent clients from having to repeat themselves.

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    Forum|Forum|5 months ago
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    Micah EdingtonNew Participant

    Need Custom Intercom Hold Music / MP3 Recordings interrupt calls in workflowSubmitted

    Hi there, I’d like to request support for custom hold music in Intercom’s phone workflows. It would greatly improve the customer experience if we could upload an MP3 or audio file that plays while the caller is waiting, similar to traditional hold music. Ideally, agents should still be able to answer the call at any time, even while the recording is playing. This would bring Intercom’s call experience closer to an enterprise-grade system and help us maintain a professional, branded phone experience. Thanks!

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    Forum|Forum|5 months ago
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    gwrightNew Participant

    Custom Hold MusicSubmitted

    A simple request: custom hold music for Intercom Phone.I’d want to be able to upload a mp3 or wav file of music and not rely on the default. (My company is in the music industry, so this is missing feature is unfortunately a potential dealbreaker for us for adding Phone)

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    Forum|Forum|5 months ago
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    Danielle MoermanNew Participant

    Ability to bulk edit help center collection audiencesSubmitted

    Currently, you can bulk edit the fin audience, tags, and status. However, it would also be ideal to be able to select all articles in a collection and bulk edit the help center audience. Doing this manually is extremely time-consuming if a collection has more than 10 articles. We ran into this issue when adopting a new product: we want certain users to see specific articles in our help center. This goes beyond Fin. Luckily, our colleague found a way to set up an automation script, but that shouldn’t have to be the case. 

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    Forum|Forum|5 months ago
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    Nicole WendlerNew Participant

    Custom colors in the Help Centre (Font, Call-outs)Released

    Would be great to have custom colour options available on the Help Center when editing articles, e.g. font colors to highlight particular sections in the text or custom colors for the call outs etc. 

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    Forum|Forum|5 months ago
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    Carl MNew Participant

    Reopen - add assigned rep prior to reopen/actionSubmitted

    You already have “Teammate assigned when action performed” in which this will tell us rep assigned for the reopen action.I would suggest to also add the assigned rep prior to reopen, this will help us identify reps that did not deliver full resolution and will be eligible for uptraining or any knowledge improvement to help the team

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    Forum|Forum|5 months ago
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    Erin KActive User

    Would love the ability to schedule a special notice for the holidays instead of having to turn it on and off manually in real time.Planned

    Would love the ability to schedule a special notice for the holidays instead of having to turn it on and off manually in real time.

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    Forum|Forum|5 months ago
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    Charlene PorterNew Participant

    Is it possible to allow users to subscribe to collections and receive notification when new articles are added?Submitted

    This is really a 2 fold questionIs it possible to allow users to subscribe to collections and receive notification when new articles are added? How are other companies disseminating patch notes to customers who want to “subscribe” and receive notifications when patch notes are released?

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    Forum|Forum|5 months ago
    Conor
    Super User ✨
    ConorSuper User ✨

    Support Stack E13: Fin handles the easy stuff… which means your team is left with the hardest conversationsSubmitted

    In episode 13 of Support Stack, Thomas Hils (Head of Support @ Wingspan) shows how he’s rebuilt QA using Claude Cowork + Intercom, without adding another tool.It’s a really practical look at: why QA gets harder as Fin improves where AI falls down without structure how to actually make AI useful for QA Watch here: 

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    Conor
    Super User ✨
    Forum|Forum|5 months ago
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    Caroline LevisonNew Participant

    Make CX score available through the APISubmitted

    I want to be able to use the API to search for conversations with a certain CX score within a particular date range. Can you please add CX score to Accepted-Fields? https://developers.intercom.com/docs/references/rest-api/api.intercom.io/conversations/searchconversations#section/Accepted-Fields

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    Forum|Forum|5 months ago
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    Justine KatunduNew Participant

    Movement of agents across inboxes/channels during a shiftSubmitted

    A report that allows us to analyze how agents are assigned and moved across different inboxes during their shifts (e.g., chat, email, snooze, tickets, etc.). This will provide greater visibility into workload distribution and support more effective operational planning.

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    Forum|Forum|5 months ago
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    Justine KatunduNew Participant

    Agent time at maximum capacity (per shift)Submitted

    A report that shows the amount of time (hours) an agent spends operating at maximum capacity during each shift. This will help us better assess headcount requirements and improve schedule distribution across the operation.

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    Forum|Forum|5 months ago
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    granthollowayNew Participant

    Outbound smart schedulingSubmitted

    Where it checks their most recent outbound and only sends if they haven't gotten an outbound within x number of days, ie.. within the last 2 or 3 days We have separate outbounds and workflows and it’s too hard to coordinate rules so users don’t get spammed

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    Forum|Forum|5 months ago
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    Colleen WeatherallConnector

    Submit feature requests from Fin chatSubmitted

    After learning in a Fin chat that functionality doesn’t exist, I asked it to submit a feature request, and was directed here. Customers shouldn’t have to take this extra step when you can automate it.

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    Forum|Forum|5 months ago
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    Colleen WeatherallConnector

    Let me set button colors in postsSubmitted

    We should be able to select button colors for posts as we do for banners. I don’t want to use the color I have defined in brand settings.

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    Forum|Forum|5 months ago
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    jorritTCNew Participant

    Showing tooltip content without user interactionSubmitted

    Currently, the content you add to tooltips will only be visible after a user has interacted with the icon or label. It would be nice if there was an option to automatically show the content without needing users to interact with it. 

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    Forum|Forum|5 months ago
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    Page AtkinsonConnector

    Ability to pin/hide ticket attributesSubmitted

    We currently have 20 ticket attributes visible, some of which are not commonly used, or not used across all teams working the same ticket types.  It would be great if users had the ability to customize the ‘Ticket attributes’ view to pin or hide, and re-order specific attributes.  If they could re-order the view it would also be very helpful, but just being able to hide certain attributes would make it much easier for the team to focus on key ticket attribute fields.

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    Forum|Forum|5 months ago
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    Mali Parry-OwenNew Participant

    Ticket Portal ExportSubmitted

    Allow users to export their own tickets from the ticket portal, and allow this to be restricted to own tickets only vs company-wide tickets.Ticket attributes should include dates, requester, title, state.

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    Forum|Forum|5 months ago
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    PaytLauraPNew Participant

    News items in multiple languagesSubmitted

    We would love to use the newsfeed to make it easier to send short updates to our customers rather than having to post these in articles. However, we post all updates in four languages (potentially more in the future). We don't have an easy way to make these news items multi-language; we have to make an extra news item for each language.We would really appreciate an option to easily create multilingual news items, to save time and make it easier for our customers to switch languages.

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    Forum|Forum|5 months ago
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    Duncan I.New Participant

    Feature Request: Auto-Populate Case/Ticket Numbers in Macros and Automated VerbiageSubmitted

     We propose adding the ability to auto-populate case or ticket numbers in macros and automated verbiage within Intercom. This feature would streamline communication with customers, improve case tracking, and enhance the overall support experience.Problem StatementIntercom currently allows for auto-population of customer profile data (e.g., "Dear [FirstName]"), which is a valuable feature for personalized communication. However, there is no option to auto-fill case or ticket numbers in messages.This creates the following challenges: Inefficient Workflow: Agents must manually copy and paste ticket numbers into messages, adding time to each interaction. Customer Confusion: Customers are not consistently provided with ticket numbers, making it harder for them to reference their cases. Tracking Issues: Without ticket numbers in customer communications, it is harder to trace cases when customers follow up or escalate issues. Proposed SolutionIntroduce a placeholder variable for case or ticket numbers (e.g., [ticketNumber]) that can be used in macros, templates, and automated responses.Feature Details: Dynamic Placeholder for Ticket Numbers Allow macros to include a new variable, [ticketNumber], which automatically inserts the associated ticket ID. Example: “If you need anything else, please reach out to support and reference case number [ticketNumber].” Customizable Format Allow administrators to customize the display format of the ticket number (e.g., "Case #12345" or "Reference ID: ABCD1234"). Integration with Automation Ensure ticket numbers can also be used in automated workflows, such as follow-up messages or escalation responses. Consistency Across Channels Include this feature for all communication channels supported by Intercom, such as email, chat, and in-app messaging. Use Case ExampleAn agent resolves a customer issue and applies a macro that says:“Thank you for reaching out. If you need further assistance, please contact us and reference case number [ticketNumber].”Instead of manually entering the ticket number, the macro dynamically fills in the unique case number associated with the conversation, ensuring accuracy and saving time. When the customer follows up, referencing the ticket number allows the agent to quickly locate the case.Expected Benefits Improved Efficiency: Reduces manual effort by auto-filling ticket numbers. Speeds up response times for agents. Enhanced Customer Experience: Provides customers with clear reference information for their cases. Reduces frustration during follow-ups or escalations. Better Case Tracking: Simplifies case identification for both agents and customers. Improves consistency and accuracy in support communications. This feature would deliver immediate value by addressing a widespread operational challenge.

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    Forum|Forum|5 months ago
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    Clara SommerNew Participant

    Feature Request: Flexible File Sending (Attachments vs Links)Submitted

    ProblemIntercom currently applies a global setting for file delivery (either all attachments or all links).This creates issues:Compliance constraints: Some B2B partners (e.g. German Netzbetreiber) cannot open links → require PDF attachments Manual workarounds: Agents must download and resend files via other tools Different team needs: Some teams need attachments (PDFs) Others prefer links (videos/images) No way to automatically handle large files (>20MB)Proposed SolutionHybrid logic (size-based): ≤20MB → send as attachment 20MB → send as link Team/inbox-level settings: Configure file delivery per team (not globally) (Optional) Per-message toggle for agentsImpactReduces manual work Supports compliance requirements Improves speed and flexibility across teamsWould love to see this supported 🙌 

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    Forum|Forum|5 months ago
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    Doug AyersNew Participant

    [Bug] Updating article with API removes table stylingSubmitted

    SummaryWhen an article is created or updated through the REST API / MCP then the `style` attribute on table <td> tags are removed, undoing styling that was applied in the web editor to customize colors or widths. Steps to ReproduceUse the Knowledge web editor to create an article with a table, assign colors the to the column headers and adjust the column widths. Use the REST API / MCP to retrieve the article HTML, note that the retrieved article’s body contains the `style` attribute defining background-color and width on the <td> tags. Use the REST API / MCP to re-save the article as-is. In the web editor refresh the article and note that the table styling was removed. Use the REST API / MCP to retrieve the article HTML, note that the retrieved article’s body no longer contains the `style` attribute on the <td> tags. Expected ResultThe `style` attribute on the <td> tags defining the background-color and column width is preserved. Actual ResultThe `style` attribute on the <td> tags is removed. Example Step 1 Example Step 2<div class="intercom-interblocks-table-container"> <table role="presentation"> <tbody> <tr> <td style="background-color: #d7efdc; width: 320px;"> <p class="no-margin">Header 1</p> </td> <td> <p class="no-margin">Header 2</p> </td> </tr> <tr> <td style="background-color: #e8e8e8; width: 320px;"> <p class="no-margin">Lorem ipsum dolor sit amet</p> </td> <td> <p class="no-margin">Sed ut perspiciatis unde omnis iste natus error</p> </td> </tr> <tr> <td style="width: 320px;"> <p class="no-margin">Ut enim ad minima veniam</p> </td> <td> <p class="no-margin">Consectetur adipiscing elit</p> </td> </tr> </tbody> </table></div> Example Step 4 Example Step 5<div class="intercom-interblocks-table-container"> <table role="presentation"> <tbody> <tr> <td> <p class="no-margin">Header 1</p> </td> <td> <p class="no-margin">Header 2</p> </td> </tr> <tr> <td> <p class="no-margin">Lorem ipsum dolor sit amet</p> </td> <td> <p class="no-margin">Sed ut perspiciatis unde omnis iste natus error</p> </td> </tr> <tr> <td> <p class="no-margin">Ut enim ad minima veniam</p> </td> <td> <p class="no-margin">Consectetur adipiscing elit</p> </td> </tr> </tbody> </table></div> 

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    Forum|Forum|5 months ago
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    Patrick PayneNew Participant

    Conversation and ticket export functionality from widgetSubmitted

    Customers have asked for the ability to export their support history directly from the widget.

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    Forum|Forum|5 months ago
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    ianmisnerNew Participant

    Make Cmd + A select the conversation text (not all conversations) when focused in the conversation paneSubmitted

    When I’m in the Inbox and the cursor is inside the conversation content area, pressing Cmd + A currently selects all conversations in the current view. It would be much more useful if Cmd + A selected the text inside the conversation instead (so I can copy the full chat). This matches the expected behavior in most text areas and improves keyboard navigation for copying conversations.

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    Forum|Forum|5 months ago
    Grace Ndabananiye
    Grace NdabananiyeNew Participant

    Keep conversations visible when archiving users/leadsSubmitted

    Right now, when a User or Lead is archived in Intercom, all their conversations are archived too. This causes problems because teams often still need access to past conversations for context, audits, support continuity, product investigations, and customer history - even if the user is no longer active.What we’re asking forPlease separate the act of archiving a user/lead from archiving their conversations. Conversations should stay visible and searchable unless an admin chooses otherwise.Why this mattersTeams rely on historical conversations to understand past issues and avoid asking customers to repeat themselves. Product, Engineering, and Compliance often need older conversations for investigations and audits. Archiving conversations affects reporting, SLAs, tagging trends, and Fin AI analytics. Re‑engaging customers becomes harder without visibility of previous interactions.Suggested improvementsAdd a workspace setting that lets admins choose what happens to conversations when a user/lead is archived (e.g., keep them visible, archive only closed chats, or apply a retention period). Provide a simple checkbox option when archiving a user/lead so the teammate can decide what to do with the conversations. Keep conversations discoverable in Search, Reporting, QA/Monitors, and Fin/Copilot analytics even if the user profile is archived. Show a small banner like “This user is archived” without hiding any history.What success looks likeArchiving a user/lead no longer hides or auto‑archives their conversations. Teams can still view, search, and report on those conversations. Open conversations remain open unless a teammate or rule closes them. The workflow is clearer and reduces accidental loss of useful history.

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    Grace Ndabananiye
    Forum|Forum|5 months ago

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