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    Ann-Kristin BuhnNew Participant

    Explicit content filter and/or other way to deal with inappropriate content sent by customersSubmitted

    It would be great if there was a way to deal with explicit image content sent by users. Have a filter in the system that detects inappropriate content in images Have an option to automatically blur or hide images until you click on them Hide images by default until you click on themAs we had problems with such content before, any method to detect or deal with such content would be much appreciated!

    1
    5 months ago
    HonestDavidNew Participant

    Remove/ block swearing from appearing to agentsSubmitted

    If a customer is swearing would be good for an agent to have the choice to see the full message or not - with a AI summary of the message without the swearing. That way the agent can still warn the customer to not use the inappropriate language but is not having to see the language if they do not wish to.

    0
    5 months ago
    ImmortalNew Participant

    Global Behavioral Rules for FinSubmitted

    We’ve noticed a limitation in how Fin handles instructions when support logic spans multiple categories or requires conditional behavior.Currently, instructions are expected to fit neatly into isolated sections/intents. However, some support scenarios require layered logic that combines:topic classification, policy enforcement, escalation restrictions, conditional responses, and fallback behavior.A good example is our “custom code” support flow.In this case, we need Fin to:recognize requests related to CSS, PHP, JS, SQL, regex, or custom code in general; clearly explain that these cases are outside standard support scope according to our policy; still attempt to help when possible; avoid suggesting escalation to a live agent if Fin cannot solve the issue, because the live support team follows the same policy and cannot provide custom coding assistance either; only address escalation if the customer explicitly requests a human agent; and in that case: remind the customer about the policy, explain that the live team has the same limitations, and suggest alternative resources such as community help or custom development services. Right now, Fin tends to:split such logic across multiple sections, recommend restructuring instructions into separate categories, or fall back to default escalation behavior.This makes it difficult to implement nuanced support policies where:the topic, escalation behavior, and communication strategy must stay connected within a single instruction flow.

    0
    5 months ago
    Zoe StevensNew Participant

    Enable Intercom Banners to Reappear After Dismissal Using Repeat RulesSubmitted

    Currently, when a user dismisses an Intercom Banner, the dismissal is permanent. This means the banner will not show again for that user, even if they continue to meet the targeting rules.This creates a gap for products where teams need to remind users about ongoing issues, outages, or temporary product limitations (not just reminding them every Monday or Wednesday)The problem is that users often dismiss a banner to clear their screen but then forget about the ongoing issue, and since the banner is permanently hidden after dismissal, they never see it again. Please add an option for Banners to reappear after dismissal, based on repeat delivery rules (similar to Posts). For example: “Show again every X hours/days even if dismissed” “Dismiss temporarily, but allow future redisplay” “Dismiss only for the current session” “Reset dismissal based on targeting rule change”

    2
    Roy
    5 months ago
    marygNew Participant

    Scheduled Customer ResponsesSubmitted

    Hopefully, there’s a way we can schedule responses to customers directly, instead of relying on the snooze feature and manually sending later.For example, if we know a customer’s vet is closed and we’re expecting a response by Monday morning, it would be great to draft the message ahead of time and schedule it to send automatically at that point—saving time and ensuring timely follow-up.This could really streamline workflows and reduce the chance of manual follow-up slipping through the cracks.

    3
    5 months ago
    Larissa BranovackiNew Participant

    Option to delete a draft in the Knowledge sectionSubmitted

    Occasionally there might be a time someone creates a draft for an article change, but then decides that the change is not needed. In this case, we should have a Delete Draft option so that the draft that never gets published does not show up in version history or keep the article in a Draft / Published with Pending Draft state. 

    0
    5 months ago
    LouiseKleinConnector

    Reports: Customizable HeatmapSubmitted

    It would be awesome if we could manipulate the x and y axis for the heatmaps.  

    0
    5 months ago
    Aminda Villamagna
    Aminda VillamagnaNew Participant

    Allow us to customize the "Start conversation button text"Submitted

    It would be great to be able to enter our own custom text here rather than choose from a list of 6 options. We have other “apps” (external links) added to our messenger and would love the ability to type our own text for the “Start conversation” button, for consistency. I’ve included screenshots to explain what I mean.

    0
    Aminda Villamagna
    5 months ago
    Mor CohenNew Participant

    Workflow trigger when a tag is addedSubmitted

    It would be really nice to have a workflow trigger when a tag is added to a conversation

    2
    5 months ago
    Sophia CenNew Participant

    Adding notes to workflow version changesSubmitted

    Have the ability to add notes to version change so that it’s easily trackable when a major / minor functionality is being modified. Highly increase visibility for change management in configurations.

    0
    5 months ago
    Johanna BunnNew Participant

    Bulk change Help Center audience targetingSubmitted

    Would be great to be able to bulk change Help Center article visibility Editing the audience on each article individually is time-consuming and frustrating Ideal end state: be able to bulk change article audience permissions by collection or by selecting multiple at a time (similar to the way we can currently use the bulk action “Change Fin audience”)

    3
    5 months ago
    Siobhan Robson
    Siobhan RobsonNew Participant

    Allow the News Center to be limited to users and leads onlySubmitted

    Currently if you select to use the News feature of Intercom Messenger, you have an option to publish any news articles to the static news centre. This is useful for archiving/external linking purposes. However, this news centre is fully public and open to visibility and the audience can not be limited in any way. This is an issue for our business as there are sometimes news articles that we wish to publish to our clients that contain sensitive information. We should be able to set up the news centre to be able to limit visibility only to logged in users or leads, so we can have the static URL as needed for linking in other areas (e.g. Help Centre articles or other chats or news articles), without the news centre being open to anyone who finds it.

    1
    Aleksei O
    Super User ✨
    5 months ago
    ProductSmeetzNew Participant

    Timeline or feed display for artciles in help centerSubmitted

    we want that the Help center's homepage displays automatically the list of articles in chronological order without the collections, to match a modern changelog feel. So it would either be links of articles listed or the open articles directly and you have a reference on the right for either published date or a title. I believe for intercom it would also expand the use cases with a very simple change

    0
    5 months ago
    Josh WelchNew Participant

    Phone calls need continuous polling, not single-ring dispatchSubmitted

    We run a small call centre on Intercom Phone and the current call routing behaviour is causing us real problems. Sharing here because I suspect we're not the only ones.The core issue: when an inbound call comes in, Intercom rings available agents once. If that ring isn't answered — agent is on another call, notification missed, away from desk — the call drops into silent hold. There's no continuous polling, no signal to agents that a call is still waiting, no queue state they can pull from. The customer ends up sitting on a dead-feeling line until they give up. From our side, it looks and feels like we're missing calls we shouldn't be missing.What we'd expect, and what every other call centre platform does: keep polling available agents until one picks up, or expose a clear queue state agents can manually answer from.A few smaller things point to the same underlying issue — Phone hasn't quite been designed for a working call centre yet. Manual callbacks aren't recognised: miss a call, ring the customer back from the ticket manually, hang up, and Intercom then prompts us to call them again because it doesn't track that an outbound call already went to that number on that ticket. Callers on hold get silence — no hold messaging, no position-in-queue, no reassurance they're still in the queue. And scheduled callbacks fire on a fixed timer-based delay rather than queueing up for the next time an agent is free.The chat, transcription, and AI summary side of Intercom is genuinely excellent and is the reason we picked it. But the voice product feels close-but-not-quite for anyone running a real phone queue. Would love to know if continuous polling and proper queue behaviour is on the roadmap, and if anyone else has worked around this in a way that doesn't involve Slack alerts as a band-aid.Happy to share more detail with the product team if useful.

    0
    5 months ago
    Jane TangNew Participant

    Search by Article ID in the Content tabSubmitted

    In the Knowledge Content tab, you can’t search by article ID. I would like to be able to search by Article ID.

    0
    5 months ago
    LouiseKleinConnector

    Hotkeys/Customizable Top Bar for ConversationsSubmitted

     Our team flagged that a customizable top bar for each conversation would be really useful. Some teammates work with tickets where they're constantly managing participants, so having quick access there would save them a click each time.

    0
    5 months ago
    Daniel FosterNew Participant

    Notifications to knowledge managers for article changesSubmitted

    For QA purposes, we would like to be able to get notified when the team creates or updates articles. Currently, I can only do this with webhooks. 

    0
    5 months ago
    Anastasia LowellNew Participant

    Messenger from side conversationSubmitted

    Currently, there are no available channels in Side Conversations other than Email or Slack, although there are at least 5 channels available when creating a new conversation via the ‘+’ button on the top left in the Inbox view.I believe there are a lot of use cases for other channels included in Side Conversations (ex. Messenger) for support agents, encouraging use of them for end clients.

    0
    5 months ago
    DesislavaNew Participant

    Make Fin audience rules propagate across all language versions of an articleSubmitted

    It takes us a great deal of time to manually set the Fin audience rules for an article and all its supported language versions, which is honestly frustrating because currently the Fin audience rules are set not only per article, but also per language version. Can you add an option where we can choose to propagate the defined Fin audience rule for the source EN version across all languages the article supports? Alternatively, it would be great to have an option for bulk setting the Fin audience rules, for example, for whole collections.Related topics I found:   

    0
    5 months ago
    User1648New Participant

    Bulk Rules on ArticlesSubmitted

    While preparing for our Fin implementation, We’ve realised we need to set rules on all of our help centre articles. It would be really helpful to be able to cascade rules based on collection, or tick multiple articles with certain rules or be able to bulk override existing rules with a new set. Would make creating quick Fin profiles for specific audiences easier.

    3
    5 months ago
    Aleksei O
    Super User ✨
    Aleksei OSuper User

    Rule for closing conversation automatically in the end of workflowSubmitted

    In my current customer-facing workflow, I am offering users an option to create a ticket if live support is N/A by using a “Send a ticket” feature. Once it has been added to a workflow, my only remaining option is to disable customer input, which is fine from UX point of view.  However, if the user is not creating a ticket, the conversation will hang in the inbox forever since the workflow has reached it’s end, which creates clutter. Previously, with the inbox rules, it was possible to close the conversation by using some of the triggers, but since Inbox rules are deprecated, my only way is to Frankenstein something like this: Send a webhook to Make before sending a ticket form to a user Wait for X minutes Fetch the conversation via GET request in Make and check if there is a ticekt Close the conversation if there is no ticket. I understand the logic between how tickets and conversations work, but I believe there has to be a simple native way of closing these abandoned chats.

    0
    Aleksei O
    Super User ✨
    5 months ago
    Aleksei O
    Super User ✨
    Aleksei OSuper User

    Allowing to create/reuse global ticket attributesSubmitted

    Currently, ticket attributes are  created manually per each ticket type, which contradicts with the logic of most support orgs, where same/similar attributes are used across all tickets types for better analytics. It is currently, extremely time-consuming to re-create these attributes for every ticket, and copy-paste the names if you are using 3rd party automations. Please allows us to create global ticket attributes or to at least reuse them across multiple ticket types. 

    0
    Aleksei O
    Super User ✨
    5 months ago
    Jonathan Krasnow
    Jonathan KrasnowNew Participant

    Allow Duplication of Workflow PathsSubmitted

    Background:Intercom users often need to replicate similar workflows when setting up pathways in dril-down menus or other automation features. Manually recreating these pathways is both time-intensive and prone to errors, especially for complex or repetitive configurations.Suggestion:Introduce a "Duplicate Pathway" feature that allows users to quickly create copies of existing pathways or segments of pathways. This would streamline the workflow creation process by eliminating the need to start from scratch every time.Proposed Features: Duplicate Entire Pathway A straightforward option to duplicate an entire pathway, including all nodes, conditions, and actions. The duplicated pathway can be renamed and edited independently of the original. Segment Duplication Allow users to duplicate specific segments of a pathway (e.g., a group of related nodes or a particular decision tree). Drag-and-drop functionality for seamless integration into other pathways. Contextual Adaptation (Optional Enhancement) Provide prompts for users to adjust variables (e.g., roles, conditions, or field mappings) after duplication to ensure the new pathway fits the intended use case. Benefits:Time Savings: Significantly reduce the effort required to set up similar workflows, allowing users to focus on customization and optimization. Error Reduction: Eliminate inconsistencies and manual errors often introduced when recreating pathways. Scalability: Support teams managing multiple pathways across different departments or use cases. User Satisfaction: Enhance the overall user experience with a more efficient workflow creation process.Implementation Notes:UI Integration: Add a "Duplicate" button to the pathway editor or pathway management view. Error Handling: Ensure pathways or segments can only be duplicated when they are compatible with the intended context, providing clear prompts if adjustments are needed.This Duplication feature would align with Intercom’s goal of providing intuitive tools that make workflow automation faster and easier, especially for high-use systems like Workday integrations. It would benefit power users and teams in HR, finance, and operations who frequently build and adjust pathways.

    5
    Aleksei O
    Super User ✨
    5 months ago
    Dan FellmanNew Participant

    Make support conversation content discoverable by GoogleSubmitted

    We would like to be able to make the content we generate in the process of responding to support requests available to be discoverable and accessible by Google search. One way to do this would be to provide integrations with external knowledge base platforms like Reddit or StackOverflow which would allow support team members to push conversations to the external platform to be posted there. Another way is to provide a way for support team members to push conversations to public articles in the Intercom Help Center (which are discoverable by Google).We generate tons of helpful content in our support conversations; it's a shame that all of that should remain locked within the walls of Intercom and not searchable.

    0
    5 months ago
    Rob LlewellynNew Participant

    Round Robin Macro or Hot Key like Functionality with Multiple ResponsesSubmitted

    No. I want one hot key (or macro) that has multiple different responses behind it in a round robin fashion.Keep it fresh for customers. When they are regular users of chat support they see the same responses over and over. It begins to be impersonal to them after time and they get annoyed that it seems robotic.For example I can create a macro that says "I’ve just picked up this ticket up, and I’m reviewing it now. I’ll get back to you shortly with an update." but I can also say a bunch of different responses and have it mean the exact same thing but not look robotic to the user."This is on our radar now — I’ll come back to you shortly with an update.""We’re on it now and will get back to you once we’ve reviewed the details.""I’m taking a look now — I’ll follow up in a little bit.""I’ve just started looking into this and will be back in touch shortly with an update.""Thanks for your note — I’m reviewing this now and will follow up shortly with an update."

    0
    5 months ago
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