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    3157 Ideas

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    Jeff CapronNew Participant

    OTP should be available to proceduresSubmitted

    Currently you can attach OTP to Data Connectors.  You can also I believe include them in workflows.  However, you cannot use your built-in OTP within procedures even if your procedure utilizes a data connector that requires OTP.  At least that is what your AI bot is telling me.  It basically said I must bring my own OTP functionality to the table.We should be able to use the OTP you have within procedures. 

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    Forum|Forum|5 months ago
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    Melinda BrownConnector

    All ticket state search within InboxSubmitted

    The ability to search/filter by All ticket states from the inbox would give our team the ability to manage our tickets for our clients similar to the search/filter option in the ticket portal. Currently, the custom ticket states we created are not in the Search/Filter dropdown.See below. The ticket Portal has the option of searching by All ticket states.I hope to see this option added soon. Melinda 

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    Forum|Forum|5 months ago
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    Keri BonassinNew Participant

    Unpin Old Teams InboxSubmitted

    Be able to unpin Team inboxes after you have already left that team. It is weird to me that you can’t remove this unless you are a part of the team. 

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    Forum|Forum|5 months ago
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    PawpTeamNew Participant

    Major gaps and limitations with Intercom MCPSubmitted

    Hi, Sending some feedback on the MCP integration from a developer use case perspective. We've ran into some major gaps/roadblocks when using the MCP: 1. Expose created_at filtering in search_conversations. The underlying API supports date filtering but the MCP tool doesn't expose it. Agents scoped to a time window have to paginate all historical results and apply the cutoff manually.2. Expose source.body text search in search_conversations. Again, supported by the API but not exposed in the MCP. Forces agents doing content-based retrieval to call get_conversation on every result individually.3. Add source.subject filtering to search_conversations. Not sure if this exists in the underlying API — if it does, same ask as above. If not, it's a genuine gap: for email-based workflows, subject line is the most reliable signal for identifying conversation origin.4. fetch drops source.subject from its output. get_conversation returns it correctly; fetch doesn't include it in its summary. Forces a redundant call for a consistently useful field.5. Add tag filtering to search_conversations. Tags are the primary categorization mechanism but aren't queryable at search time.6. Add custom attribute filtering to search_conversations. search_contacts supports this — parity in search_conversations would make agent-based segmentation significantly more practical. 

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    Forum|Forum|5 months ago
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    Daniel FosterNew Participant

    Hiding help centre descriptionsSubmitted

    Hi, it would be great if I could be able to hide the article descriptions. We need keep the meta data but don’t want to have it visible on the articles on the public help centre. Thanks 

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    Forum|Forum|5 months ago
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    Harrison Berry-LynchNew Participant

    Manage audience page list view optionSubmitted

    From settings and then Audience, add the option to present this in a list view rather than tiles. We have a lot of audiences and managing this is difficult using the current view

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    Forum|Forum|5 months ago
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    Simon DrewNew Participant

    Reply All or Respond to last respondent in Salesforce CasesSubmitted

    Currently Fin will only respond to the person who opened the case. In many cases this as the case changes other people might be added to the case but Fin will only respond to the original individual who opened the case.  In some cases this person isn't any longer responsible for the case but is still the only one who Fin will respond to.Fin should be able to reply all in the case or respond to the last respondent and not default back to the OG case opener. 

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    Forum|Forum|5 months ago
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    Darjus SaksonConnector

    AI autofill subject and description with workflowSubmitted

    Hello suggestion to improve: when ticket conversation is automatically converted to ticket we have an issue that subject/title filed all the time with “Ticket” and there is no description.There is difficult to find needed ticket when half of your ticket has same subject- and has no sense.Also form customer pint of view - opening ticketing portal and all your ticket are ticket:Dyou have good enaught feature AI autofill- filling subject and description based on what is happening during conversation great! but it is not working with workflows…. 

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    Forum|Forum|5 months ago
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    Shannon NNew Participant

    Limitation of Macro's via side conversationsSubmitted

    Kia ora,As a business we heavily use side conversations to ensure correct department response/branding for clients. The biggest limitation we have with this is our macro’s aren’t useable via side conversations if they are associated with an action like a tag.  I’d like macros with tags/actions to be available in side conversations! Currently, side conversations have limited macro support - complex actions like tagging, assignment, or parsing customer data aren't supported within side conversations. Or for the macro’s to at least appear and acknowledge there would be no assisted action. Currently our team are copy and pasting the macro’s from the main conversation into the side which reduces effienency 10 fold. 

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    Forum|Forum|5 months ago
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    Matthew GrossNew Participant

    Set Fin training--Guidance, Escalation guidance--via APISubmitted

    It’s great that I can upload Knowledge base article to Intercom via API, but I’d really like to be able to do that for Fin Guidance and Escalation guidance (and potentially for other Fin training areas) as well. Otherwise I’m going to end up doing copy-paste. which is error prone.

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    Forum|Forum|5 months ago
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    Christina GordzicaNew Participant

    Don't Show completed surveys againSubmitted

    Intercom was showing surveys to people who had already answered the survey. The workaround I had to do was silly. We had previously had the last q’s attribute stored so we could target users who rated our new app experience poorly...but now in order to NEVER show the survey to these users again, I had to:changed the attribute to survey complete: true/false downloaded CSV file of all users who completed survey manually change the attribute from unknown to true uploaded edited CSV into intercom those users now have the correct attribute applied set targeting criteria of survey to be all previous target criteria PLUS this new attributeIn trying to troubleshoot this, Fin told me i could add multiple attributes to one question (not possible/true) OR add an attribute on the thank you page to the button (also not possible or true)My suggestion: add other targeting criteria in the survey trigger rules that specifically tells intercom to NOT show this after completion of survey (why isn’t this trackable today...) or make that button click to close the survey have an attribute applied to it (more work for us...least desirable).

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    Forum|Forum|5 months ago
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    Noel CollingsNew Participant

    Merge calls into ANY ticket regardless of contactSubmitted

    The system does not have any accommodation for multiple users having the same phone number.For example is multiple users all have the company number set against them, all calls will come in showing as being from the same user.The result is that a user will call in to follow up on their open Support Ticket but it is impossible to merge the call into their ticket because the call gets flagged under the wrong name.Example: “matt” has an open support ticket for company AAA.  All the user for that company share the same number so when “Matt” calls in to follow up on his ticket the calls shows as coming from “julie”.   This means it is impossible to merge the call into Matts cases as the system only allows you to merge calls into cases were the contact matches. A suitable fix would be to allow the merging of a call into ANY conversation or ticket.  When clicking on Merge you would enter the ID of the destination ticket and be able to merge it (maybe a warning of “the contacts for the call and ticket do not match, are you sure you want to merge?”).This would be a massive time save as currently the only workaround is to work the inbound call as normal and close it, then take a copy of the URL for the call and paste in​​​​​​t into the internal notes of the ticket.

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    Forum|Forum|5 months ago
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    Noel CollingsNew Participant

    Amend contact name on incoming phone callsSubmitted

    The system for incoming calls relies totally on the user/contact having a phone saved against them.  if a customer calls in from an unrecognised number they are assigned a random name (“Mint locomotive” for example) and flagged as a “Lead”.   That call can then not be linked to any in-progress conversations or cases because the contact name doesn’t match. Could the system be changed so that it is possible for the support team to change the contact against a call?  That way it could be amended as required and the call could be correctly merged into the ticket/conversation that is being discussed.  

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    Forum|Forum|5 months ago
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    Connie KruegerNew Participant

    Add a filter for 'Enabled' on GuidanceSubmitted

    We have some Guidance not Enabled and I would like to only see what is Enabled. This is not possible and seems like a simple filter that is similar to ‘Live’ on workflows.

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    Forum|Forum|5 months ago
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    Daria KubackaNew Participant

    Ability to share view / table layout / menu configuration with other usersSubmitted

    When I customize the layout of ticket views or customer data (for example, arranging columns or fields in a way that works best for me), each member of my team has to manually recreate the same setup on their own.Would it be possible to introduce an option to share or publish a view/layout template, so that other users could easily copy these settings instead of configuring them individually?Additionally, it would be very helpful if admins could manage and define default views, tables, or conversation attributes for all users, or assign them based on roles or teams. This would make it much easier to standardize how teams work with data and ensure everyone uses the same structure when handling conversations.

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    Forum|Forum|5 months ago
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    Dariya KhanNew Participant

    Implementation of a Persistent Top-Level Status Banner for AUX/Active States.Submitted

    Currently, when agents transition from a break or "Away" status back to "Active," there is a risk of technical lag or accidental misclicks where the status does not update correctly. Because there is no prominent visual indicator, an agent may believe they are ready to receive calls/chats when they are actually still in a non-productive AUX state. This leads to: Lost Productivity: Agents sitting idle while thinking they are in queue. Breached Response Times: Increased wait times for customers due to "ghost" inactivity. Reporting Inaccuracies: Inflated "Break" or "Meeting" times in the agent's daily performance metrics.Proposed solution:   I propose adding a high-visibility Status Banner at the very top of the agent interface that dynamically reflects the current system state. Visual Cue: When an agent changes their status to "Active," a bright green banner should appear at the top of the screen. Failure Warning: If the transition fails or remains in an AUX state (e.g., Break, Lunch, Training), a high-contrast banner (Yellow or Red) remains visible. Accessibility: This ensures that regardless of which tab or customer profile the agent is viewing, their current "In-Queue" status is always visible at a glance. Impact on Productivity & KPIs Efficiency: Eliminates "idle time" caused by status sync errors. Real-time Awareness: Provides agents with immediate confirmation that they are successfully receiving work. Performance Tracking: Ensures that the productivity data analyzed in agent reports accurately reflects active working hours rather than accidental AUX time.

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    Forum|Forum|5 months ago
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    andreahaervigNew Participant

    Include manually tagged conversations in Topic volume reportsSubmitted

    Currently, the volume shown in Conversation Topics reports only includes conversations captured through automatic keyword tracking. If a conversation is manually tagged with a topic (e.g., “Reset password”) because it wasn’t detected by keywords, it is not included in the reported volume for that topic. This leads to an inaccurate overview of the actual conversation volume. Suggestion:Include both automatically detected and manually tagged conversations in the total topic volume shown in reports. This would provide a more accurate representation of the real demand for each topic.

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    Forum|Forum|5 months ago
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    MaritaGNew Participant

    Have Fin analyze conversations (human)Submitted

    Would be awesome if I could use Fin to analyse conversations.E.g. use a prompt like "why are conversations reopened" to Fin, and he could analyse e.g. the past 14 days in a specific team.For example: Why are conversations reopened in the Invoicing team"?It would then be nice if we then got a summary of the top 5 reasons or so.

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    Forum|Forum|5 months ago
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    Niklas PfefferNew Participant

    Close conversation command in proceduresSubmitted

    Hi all! Problem: Currently, Fin Procedures lack a native "Close Conversation" operator. When using a Procedure to escalate to an external CRM (like HubSpot) via a Data Connector, the Intercom conversation remains open. This results in double escalations because there is no way to end the Intercom session once the data has been successfully pushed to HubSpot.Why Workflows aren't a solution for us: I am specifically using Procedures because I require the Fin Conversation Summary to be pushed to HubSpot. Standard Workflows currently can't capture and map that Fin-generated summary.Current Workaround: I’ve had to build a secondary Data Connector that calls the Intercom API to close the conversation after the HubSpot push. This is redundant, and adds unnecessary complexity to what should be a native step.Requested Change: Add a "Close Conversation" action block within the Procedure builder (similar to how it exists in the Workflow builder). This would allow for a clean "Exit" state after an external handoff is confirmed. 

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    Forum|Forum|5 months ago
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    Romain BraunNew Participant

    React Native: Support new architectureSubmitted

    The latest version of React Native uses the new “bridgeless” architecture by default. The current implementation of react-native-intercom doesn’t support the new architecture. In order to allow SDK users to upgrade their version of React Native, the package should be updated to support the new architecture while remaining backwards-compatible. There are migration guides available on github

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    Forum|Forum|5 months ago
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    David SilbertNew Participant

    Better Workflow Routes for Escalation RulesSubmitted

    Escalation Rules are a great addition to the software but currently lack the flexibility of Guidance. My biggest gripe: Fin is finnicky (no pun intended) in scenarios when I want it to explain why it is escalating before it actually does. Instead, the moment an Escalation Rule triggers, Fin immediately ignores any other guidance I had written in the rule and hands back off to the workflow, which is a bizarre experience if you’re an end user.A few ideas of how to improve:Create a new workflow trigger titled “If an Escalation Rule is triggered” (so I can then personalize the resulting workflow). Allow for conversations to auto-tag upon a certain Escalation Rule firing. (That way I can modify my existing workflow to check for those tags and offer personalized messaging according.) I’m sure there are other ideas that fellow Intercom customers may have as well.Again, big fan of Escalation Rules as a concept, but currently it just isn’t as flexible as I would like.

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    Forum|Forum|5 months ago
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    Madeline FriendNew Participant

    One view to see both open and snoozed ticketsSubmitted

    Currently, there is no way to see both open and snoozed tickets in a single view. You can only do this via some dashboard maneuvering, which is not included on all tools. As Support teams, we need a single unified view that shows all ongoing statuses – because as we know, a snoozed conversation can still need attention, such as when we are waiting for another internal team. Having the proverbial “single pane of glass” to see all ongoing tickets will streamline workflows and reduce operational redundancy. Thank you!

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    Forum|Forum|5 months ago
    Adam Bengal
    Adam BengalConnector

    Save/tag/favorite conversationsSubmitted

    It would be very useful if individual conversations could be manually saved/tagged/favorited to make it easier to find and revisit them later. I know there is a way to have Fin ‘auto-tag’ conversations () but this is more of a manual process for times when you stumble upon something and want to check on it again later. 

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    Rishika Bhalla
    Forum|Forum|5 months ago
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    Jacob Welander JensenNew Participant

    Draft for back-office ticketsSubmitted

    My team and I have long been frustrated that when a back-office ticket is closed while we are still filling it out, all the entered information disappears completely.We are aware that notes and replies already have a feature where drafts are automatically saved if you navigate away from the ticket. Having the same draft-saving functionality for back-office tickets would be a significant time saver for our team.

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    Forum|Forum|5 months ago
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    Alisha RossNew Participant

    Reusable attachments within a conversationSubmitted

    This feature request stems from a feature we had in Freshworks. Once you add an attachment of any kind to the conversation in FW, you could simply use that same attachment at any time to reattach in the same conversation. In Intercom, you have to find that file, which means leaving the platform, and reattach it every time. This would be great if this could be created in your platform. Thanks!

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    Forum|Forum|5 months ago

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