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    ChelseaMWNew Participant

    Search previous conversations during a live callSubmitted

    Wanting to reference past conversations and unable to search during a live call. Instead it asks if you want to leave the call prior to searching.This creates a slower resolution rate/experience with our customers if we cannot solve issues/find information during a phone call.  

    0
    5 months ago
    Karissa van BaulenNew Participant

    Allow scheduling for publishing help center articlesReleased

    It would be ideal to schedule an article to “go live” or be published at a specific time. This is a fairly common feature on other documentation platforms. Use case wise: We have specific times that features are released or courses ares released. If we can schedule the articles, we can ensure they are published as soon as the course or feature is launched.

    7
    Paul D
    5 months ago
    Peter SchöllNew Participant

    Scheduled Publishing of Content in the Intercom Knowledge BaseReleased

     Currently, articles in the Intercom Knowledge Base can only be saved as drafts and published manually. Automated publishing at a specific future time (e.g. in parallel with a product release) is not possible.Requirement:It should be possible to schedule the publication time of an article or news item in advance. The article should automatically go live as soon as the defined time is reached, without any manual intervention.Target Functionality: Ability to define a future publication date and time when creating or editing an article. The article remains in “scheduled” or “draft” status until that time. Automatic publication at the specified time. Optional: Notification (e.g. via email or within Intercom) when the article has been successfully published automatically. Rationale / Benefits: Facilitates preparation for releases and time-based communication activities. Reduces manual effort and the risk of delayed publications. Supports consistent publishing processes, especially in larger teams or during international rollouts.

    3
    Paul D
    5 months ago
    Jerry AnimakerNew Participant

    Download conversation data as BulkReleased

    Conversation data as Bulk export through the Intercom workspace UI

    2
    Paul D
    5 months ago
    ChelseaMWNew Participant

    Bounce Back Email FlaggingSubmitted

    Any emails on the ‘bounce back’ list have to be manually found as not sent instead of an automatic notification that the email wasnt sent to recipient.  This causes dis-satisfaction with customers as we are not aware of these emails not being received until the customer flags this.   

    0
    5 months ago
    ImmortalNew Participant

    Add trigger: “Fin closes the conversation” for workflow automationReleased

    Hi team,We’d love to have a dedicated workflow trigger for when Fin closes a conversation — similar to the existing trigger “If teammate changes the conversation state”.Use case:We send a CSAT survey before the conversation is closed. When a human agent closes the chat, we can already use workflows to branch logic based on the user’s rating.However, when Fin closes the conversation, there is currently no way to trigger a workflow at that moment.

    2
    Paul D
    5 months ago
    Connie KruegerNew Participant

    Per User banner impression data via an APISubmitted

    We would like the banner impression data to be exposed through the Intercom API or the Intercom MCP. We implemented banners as a node code solution and now we are unable to attribute the impression/views without this data. 

    0
    5 months ago
    Anna AllenNew Participant

    Option to remove or hide numeric ID in help center articleSubmitted

    It would be fantastic to be able to remove, or at least hide from public view, the numeric ID attached to each help center article.For instance, instead of having: https://support.organizationname.com/en/articles/14463812-name-of-articleit would be: https://support.organizationname.com/en/articles/name-of-articleThe numeric ID, to me and others in my organization, makes the URL of an article look less straightforward.

    0
    5 months ago
    Lydia OglesNew Participant

    Embed Fin on PageSubmitted

    It is increasingly common for websites to not just have a sticky chat bubble, but to embed fin on a specific location on a web page.Features: Insert Fin by URL targeting on a page Ability to adjust prompt based on attributes or URL Some customization around UXExamples Include: Amazon Product Pages “ask a question”  SimpliSafe “ask about this product Walmart/Target are testing out similar features Expedia  

    0
    5 months ago
    Marie M.New Participant

    related article and audienceSubmitted

    Why is it not possible to have related articles in the Help Center when we define an audience for it?It would be great if, in the related articles, articles with exactly the same audience were included.

    2
    5 months ago
    Andrii Fedyk
    Andrii FedykActive User

    Include Lead ID in `contact.merged` webhookSubmitted

    When our service receives the contact.merged webhook, we update records related to the previous lead user.In the current version (2.14), the webhook does not include the previous lead ID.You can find a more detailed description here: 

    0
    Andrii Fedyk
    5 months ago
    André GonzálezNew Participant

    CSAT Calculation Based on Average 1-5 ScaleSubmitted

    We calculate our CSAT based on average 1-5 scale, not as a percentage of positive ratings, and I would want this to be an option inside Intercom without the need to exporting data every x amount of time.  For example, if an agent receives four 5-stars and one 1-star, I want the csat calculation to be = (4*5 + 1) / 5 = 4.2.

    2
    Aleksei O
    Super User ✨
    5 months ago
    Alissa BazsaliNew Participant

    Add Teammate Availability as a workflow conditionSubmitted

    It would be extremely helpful to our team if we could use Teammate Availability as a condition in our Messenger and Phone workflows. This would allow us to route conversations to a different option if, say, zero teammates are set to Active.We are a small team, so it sometimes happens that no one is available to take chats or calls during office hours. To prevent customers from having to wait unnecessarily for someone to respond when no one’s available, we have to manually pause our standard workflow and activate an “away” workflow if no one is Active. This takes time and a lot of steps for multiple personnel. Other phone/chat products we’ve used have had the ability to route messages based on agent availability, which simplifies things enormously.Note: for Phone workflows, Talking should be included in the list of Teammate Availability choices, since that is distinct from Away. We need to be able to send callers to VM if no one is Active but send them to the queue if at least 1 teammate is Talking.

    0
    5 months ago
    Dylan PollockNew Participant

    Make every Inbox view column sortable (A to Z / Z to A)Submitted

    In Inbox views, some columns can’t be sorted right now, even though the table is configurable and columns can be rearranged or hidden. It would be really helpful if clicking any column header would sort that column (ascending, descending, and/or alphabetically), so we can organize conversations by Assignee, Company, Team, and any other column we add. We want to sort by Assignee, Company, Team, and any other column we add, so teammates can scan and find the right person or company faster.

    0
    5 months ago
    Josh DowdyConnector

    Make Chat Window Full Screen optionSubmitted

    I have some customer that would like the option to make the chat window full screen for some conversation.

    2
    5 months ago
    Aleksei O
    Super User ✨
    Aleksei OSuper User

    Allowing multiple open tickets but only one open conversation in the Messenger at a timeSubmitted

    It would be great to allow users to have multiple tickets open at the same time, but restrict them to only one active  chat conversation. This way, users can have several ongoing support requests tracked as tickets, whilst  still being able to reach the team via chat — but not spam multiple simultaneous chats.    The challenge is that Intercom's native "prevent multiple conversations" setting treats tickets and  conversations as the same object, so having any open ticket blocks users from starting a chat entirely.It would be amazing for the restriction to apply only to chat-type conversations, leaving tickets unaffected.   

    0
    Aleksei O
    Super User ✨
    5 months ago
    Ismael Martinez MoralesNew Participant

    FIN Accelerated “inactive customer follow-up” timerSubmitted

    For VIP/Ent customer email emergencies, the key is to avoid relying on the “inactive customer follow-up” timer, since email follow-ups are only configurable in hours (1 hour to 7 days). [1] [2]Request: to have more flexibility with the follow up timer and use minutes instead of hours.Use case: we want to add Fin also to handle Ent emails and if there's an emergency we can't wait 1 hour for Fin to escalate/hand off to our inbox.

    0
    5 months ago
    Tom JendrzejekNew Participant

    Add brand_id to Canvas Kit request context for CanvasKit requestsSubmitted

    ProblemCanvas Kit requests currently include workspace and admin information, but there’s no reliable way to determine which brand the app is being accessed from.This is especially problematic for Home canvases, where there may not yet be an associated conversation. In those cases, apps cannot infer brand context from conversation data, making it difficult to build brand-specific experiences.Suggested SolutionFor Home canvases, the cleanest approach would be to include brand_id inside the existing context object.Suggested request shape:{ "workspace_id": "abcd123", "admin": { ... }, "context": { "location": "home", "brand_id": "15" }}Why this approach works wellKeeps the payload structure consistent with the existing pattern of workspace + admin + context Places brand information alongside other “where the app is being used” metadata Avoids introducing a new top-level field Gives apps a reliable, conversation-independent way to determine brand context Enables clean integrations with multi-brand tooling and workflowsExample use casesBrand-specific Home experiences Conditional UI and workflows based on brand Analytics segmentation Multi-brand internal tooling integrationsAdditional NotesApps can already map the returned brand_id to richer brand metadata using the Brands API. Exposing the identifier directly in Canvas Kit requests would provide the missing link needed to support reliable multi-brand experiences before a conversation exists.

    0
    5 months ago
    Ben H.New Participant

    Alerts when a procedure or data connector is marked unhealthySubmitted

    Currently, monitoring the health of Data Connectors and Procedures requires manual oversight within the Intercom dashboard. If a sync fails or a procedure becomes "unhealthy" due to credential expiration, API changes, or server errors, there is no immediate notification. This lead-time between a failure and its discovery results in outdated customer data, broken workflows, and delayed responses to end-users.I would like to request an Alerting System that proactively notifies admins when a Data Connector or Procedure changes status from "Healthy" to "Unhealthy" (or "Failed"). Ability to receive alerts via:Intercom In-app notifications. Email (sent to specific workspace admins). Slack/Webhook integration.Granular Alerting: The ability to toggle alerts on or off for specific connectors (e.g., alert me for Salesforce sync failures, but ignore minor sandbox procedure errors).Failure Context: Notifications should include a brief summary of the error (e.g., "401 Unauthorized" or "Schema Mismatch") to allow for faster troubleshooting.Auto-Recovery Alerts: (Optional) A follow-up notification when a connector returns to a "Healthy" state.

    0
    5 months ago
    KirstenNew Participant

    Reporting for visibility of 'new conversations' initiated by agentsSubmitted

    We’re trying to create a report to view conversations initiated by agents, to help build data for the team.It seems that you can only view conversations created by a specific agent as a search function but can’t export this or build it into a report without creating an API. It would be great to see that feature available as standard.

    0
    5 months ago
    Matej Bosnjak
    Matej BosnjakConnector

    Preserve paragraph spacing when pasting rich text into the composerSubmitted

    Hi everyone! Product area: Composer / Reply editorType: Feature improvementDescription:When pasting rich text content (copied from an Intercom internal note, DeepL, or any rich text source) into the Intercom composer, paragraph spacing is stripped and all text is collapsed into a single unformatted block. This forces agents to manually re-add line breaks after every paste, which adds unnecessary friction to the reply workflow.Expected behaviour:Paragraph breaks present in the copied content should be preserved when pasting into the composer, consistent with how most modern email clients (Outlook, Gmail) handle rich text paste.Current behaviour:Pasting rich text into the composer collapses all paragraph spacing. The text content is intact but all formatting is lost.Workaround currently used:Manually hitting Enter between paragraphs after every paste.Impact:This affects every agent who uses copy-paste as part of their reply workflow — which is standard practice when working with internal notes, translation tools (e.g. DeepL), or templated responses. It adds avoidable manual steps to every single customer reply.We would appreciate it if you could allow pasting with the spacing included. Thank you!  

    1
    Aleksei O
    Super User ✨
    5 months ago
    Vicky LabergeNew Participant

    Being able to add the collection linkSubmitted

    With Smart link, being able to add a collection of articles and not only one article.

    0
    5 months ago
    Drew RossNew Participant

    More descriptive email subject lines for ticket repliesSubmitted

    Currently, when customers create tickets in Intercom, the email subject line appears to default to the ticket type (for example, “Report an issue”). This creates confusion for customers who have multiple tickets open at the same time, especially power users.When we send updates via email replies - such as bug fix confirmations, follow-up questions, or status updates - the customer often has no idea which issue the message refers to unless the body of the email provides enough context. As a result, our team has to manually add contextual explanations to replies that should otherwise be quick and efficient.It would be extremely helpful to have more flexible or descriptive subject lines for ticket-related email communication. Some possible approaches:Use the ticket title or summary instead of the generic ticket type Allow agents to customize the email subject line for ticket replies Include the ticket ID plus a short descriptive title Automatically use the conversation subject if the ticket originated from an existing conversationThis would significantly improve the customer experience for teams managing multiple concurrent support issues and reduce repetitive manual work for support agents.

    0
    5 months ago
    Marie BaierNew Participant

    Search bar in Recommendations tabSubmitted

    Hey team :) Adding a keyword search feature in the Recommendations tab, similar to the one available in chats, would make it much easier to find relevant content. At the moment, recommendations can only be filtered by topics, so if a specific topic is not yet listed, we need to manually scroll through all recommendations to find what we are looking for.

    0
    5 months ago
    maria_elluNew Participant

    Count Outbound conversations within Tag reportingSubmitted

    Hi,I propose an update to the reporting dashboard to allow for the tracking and quantification of manually added tags for outbound messages. This could be implemented as: A unified view: Merging manual and automated tags into a single volume report. A toggle/filter: Allowing users to switch between "Automated," "Manual," or "All" tag sources. At the moment we are missing to measure the number of outbound conversations the team is generating if the user does not reply. Thank you  

    0
    5 months ago
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