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    Idea Pipeline

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    3157 Ideas

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    Plancraft RevOpsNew Participant

    Merge Calls into Open ConversationsSubmitted

    Hi Intercom team,We'd like to request the ability to automatically merge an incoming or missed call into an already open conversation with the same customer — regardless of the channel that open conversation originated from (e.g. email, chat, or a previous call).Currently, every phone call creates a new standalone conversation, even when an open conversation already exists for that customer. This leads to:• Fragmented customer history — the call and the existing conversation are disconnected, making it hard for agents to have full context.• Duplicate workload — agents end up managing two separate conversations for the same customer issue.• Broken workflows — our processes rely on a single conversation thread per customer interaction, and split conversations disrupt that.The expected behavior would be: when a customer calls and already has an open conversation (from any channel), the call should be appended to or merged with that existing conversation, keeping the full history in one place.We'd appreciate this being considered. Please let us know if there are any existing workarounds we may have missed.Thank you!

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    Forum|Forum|5 months ago
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    Danielle MoermanNew Participant

    Better way to organize collections for Help CenterSubmitted

    It would be great to have a better way to organize collections in a help center. The drag-and-drop feature is super touchy, making it hard to organize exactly the way you want. For instance, alphabetically. This is an easy change that would really speed up the workflow. 

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    Forum|Forum|5 months ago
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    Ashley RNew Participant

    Text Box EnlargementSubmitted

    Add the ability to enlarge the text box when adding large comments etc this allows. 

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    Forum|Forum|5 months ago
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    Leon KieferNew Participant

    Make it possible to identify a user and log events even when offlineSubmitted

    Add an internal queue in the android and ios sdk, which queues the api requests and wait for a user jwt beeing set once the device is online again. currently users cannot be identified and events cannot be logged while the device is offline and jwt authentication is enabled. the jwt must be set before indentify can be called. but to get a jwt token the device must be online.Before without the JWT authentcation the identify and logging user events worked fine offline, but now its super unreliable, because this new network request must be done before calling identify.

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    Forum|Forum|5 months ago
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    בן גטניוConnector

    Add dynamic sorting functionality to Monitor viewSubmitted

    Monitor view needs the same column sorting functionality as the regular Inbox. Currently can't sort by Date Started (ascending/descending) which makes it hard to manage flagged conversations efficiently.

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    Forum|Forum|5 months ago
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    בן גטניוConnector

    Add Boolean Yes/No indicator for Monitor conversationsSubmitted

    When using Monitors to track specific conversation types (like ID document uploads), we need a simple Yes/No checkbox to mark whether a teammate has already reviewed that conversation.Currently, Monitor only supports full scorecards, but for tracking purposes we just need a basic "Reviewed/Not Reviewed" toggle that's accessible while viewing the conversation in review mode.This would help teams efficiently track which flagged conversations still need attention without requiring complex scoring systems

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    Forum|Forum|5 months ago
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    MalaikaNew Participant

    X (twitter) integrationSubmitted

    To have a direct integration from X to intercom. To receive DMs, flag mentions and complaints 

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    Forum|Forum|5 months ago
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    Anthony Miller 2Connector

    Change upload permissions based on taggingSubmitted

    I have a certain set of customers that I want to prohibit from uploading documentation or images. They have sensitive/classified data and I don’t want to give them the chance to accidentally upload something that would be a problem for them. 

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    Forum|Forum|5 months ago
    Rhiann Porter
    Rhiann PorterConnector

    Why can't we change a ticket's type after creation?Released

    We have a workflow set up to create a ticket when customers choose certain options when talking to Fin. Sometimes customers choose the wrong option (despite us making them as clear as possible, the customer can’t always know what causes the issue).This means we have a ticket open for one thing, but the problem is actually another, and this makes it very difficult to track issues with different products.Why are we still not able to change a ticket type once it’s set? Anyone else think this would be a useful feature?

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    Dianah Tripac
    Forum|Forum|5 months ago
    Julie Edwards
    Julie EdwardsNew Participant

    Lite seats should be able to access messenger settingsSubmitted

    I was surprised to learn that lite seats cannot access the messenger settings. I have an engineer I had to grant a full seat to because he needed to access the security part of messenger settings to secure our messenger. As I understood it, lite seats were intended for cross collaboration with roles like Engineering who may just need to access Intercom to help with installation. It seems silly that we’d have to pay a full licensed seat for a role just helping us out with installing and securing intercom. I think this should be included on the lite seat. 

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    Julie Edwards
    Forum|Forum|5 months ago
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    Nika MooreNew Participant

    Pin a reply or note in a conversation for easy referenceSubmitted

    I’d love to be able to pin a reply or note in a chat to the top of the chat or to the details pane for easy access. This would make it easier to locate certain messages and/or notes for easy reference. 

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    Forum|Forum|5 months ago
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    Brett WilloughbyNew Participant

    Set default email address for new outbound conversationsSubmitted

    We currently share our Intercom instance between multiple teams, all of who use different ‘team/department email addresses.When composing a new email conversation, the “From” email defaults to the platform default email address, and requires many of our teammates to change this in the composer, for every single new email conversation they compose.It would be great to have the capability to set a “default email” by user,  selecting from one of the pre-loaded and verified email addresses within Intercom.This would then allow us to set an outbound email per team / teammate, and no longer needing the team to physically change this every single time they need to send an email.

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    Forum|Forum|5 months ago
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    Ngoc StrategNew Participant

    Attachment preview optionSubmitted

    Currently, when we click on documents, they redirect to another link and get downloaded directly without a preview option.Having the ability to preview documents before downloading is helpful as it allows us to quickly verify key details without needing to download the file. Having a preview option could help improve efficiency and save time for the team. 

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    Forum|Forum|5 months ago
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    wingmanappNew Participant

    Semantically search for a conversationSubmitted

    Type in something like “conversations where the user is talking about X” and it shows you those conversations.

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    Forum|Forum|5 months ago
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    Bradley CoyleNew Participant

    AI Insights - Custom Date Range FilterSubmitted

    It would be incredibly helpful to have the option to set a custom date range in the AI Insights report, rather than being limited to week‑over‑week trends. This would make the data much more flexible and actionable for different reporting needs.

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    Forum|Forum|5 months ago
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    Danny RodriguezNew Participant

    Conversation Full-Screen viewSubmitted

    It would be nice to be able to have an option to make the email/ticket/conversation window fullscreen. Maybe pull the box left to widen the view (I think this will also allow you to view images better). And also be able to resize the email note box. It would also be nice to click an image to view it larger.   

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    Forum|Forum|5 months ago
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    Roger Torrent CollNew Participant

    Change color in Stacked Column ReportsSubmitted

    Be able to change the color of stacked column reports. All i see is a very similar blueish color that makes it difficult to differentiate.

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    Forum|Forum|5 months ago
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    Joris WitkampNew Participant

    Manual change the reply adressSubmitted

    I want to change the reply-adress of Settings > Channels > E-mails > E-mail settings: Workspace email address manually. Right now the adress is automatically generated from the Workspace Name (Settings > Workspace > General: Name)To specify: Our Intercom Workspace is for multiple companies; Plug&Pay & Huddle So that’s how I want to communicate to the customers, but the reply adress doesn’t reconize the ‘&’, so the automatically generated reply e-mailadress is weird: ...@plugpay--huddle.intercom… Most ideal situation would beWorkspace name: Plug&Pay & HuddleReply adress: ...@plugandpayandhuddle.com (without ‘intercom-mail’) 

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    Forum|Forum|5 months ago
    Sam M13
    Sam M13Connector

    Transfer Outbound Call to a TeamSubmitted

    It would be nice to transfer a call to a team even if it was Outbound. This is especially important because Callbacks are considered Outbound calls and sometimes we need to transfer these to the correct team because the customer called the wrong line to begin with.

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    Forum|Forum|5 months ago
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    Gaëlle Hénaff SterbikNew Participant

    Have a dark mode on the Help CenterSubmitted

    It would be great if we could enable an option when setting up our Help Center so that people can view it in dark mode if they want to. Right now, that’s not possible, and the only suggestion is to change the background color—which is a shame...

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    Forum|Forum|5 months ago
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    Vicky LabergeNew Participant

    Feature to eliminate manual input during ticket form submission.Submitted

    Hi,We have many customers who don’t complete the ticket form and continue to send messages. In the workflow, there is an option to disable customer replies, but in the chat it simply says that the conversation is closed.It would be very useful to automatically re-enable customer replies once the customer has filled out the form. This would save a lot of time, as we currently spend a lot of effort explaining to customers how to complete the form.We have a macro for this, but it would be a great addition if Intercom could handle it automatically.

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    Forum|Forum|5 months ago
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    Gustavo SatakeNew Participant

    conversation API should return also outbound-only conversationsSubmitted

    For most recent versions of intercom API (2.14 and 2.15), the GET /conversations endpoint doesn't support sort nor order query parameters (version 1.4 surely did), and POST /conversations/search AND cloud data export feature do not export data from conversations that were outbound-only (meaning: didn't have customer reply).

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    Forum|Forum|5 months ago
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    Dennis MarkgrafNew Participant

    List of Tags in InboxSubmitted

    There is a user tag overview in the inbox.This is needed for all conversation tags as well 

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    Forum|Forum|5 months ago
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    Jana VītolaNew Participant

    Ticket description and title edit lockSubmitted

    We have had some cases where an agent accidentally removes the ticket topic and/or description while trying to translate it. And I don't see why would the agent be able to remove or edit the ticket description, this should be possible for the submitter, rather than the agent. So, my proposal is to add a ticket description lock, where the manager decides whether this option should be enabled or disabled (either account wise, or company/other audience wise). The changes in the descriptions are irreversible, so once the changes happen and the agent doesn't notice them, we cannot get the original text back.

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    Forum|Forum|5 months ago
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    Lara BrentaNew Participant

    Allow formatting for Inbox email signatures (legal disclaimers)Submitted

    Currently, email signatures used in the Inbox do not allow control over font size, color, or typography. This makes it difficult to include properly formatted legal or privacy disclaimers.In many countries, email disclaimers are legally required and must follow specific formatting guidelines. Without the ability to style this text, compliance and brand consistency are impacted.It would be very valuable to allow basic text formatting (font size, color, font family) or HTML support in Inbox email signatures.

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    Daniel Rönnberg
    Forum|Forum|5 months ago

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