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🎅 How to prepare your Fin AI Agent for Christmas 🎅

17 days ago

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2 years ago

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Laura SargantNew Participant

Search chat conversations on the customer sideSubmitted

Implement search functionality in the messenger for the customer, allowing users so search across all chats for specific content

5 months ago

Patrice ChatmanNew Participant

Native Claude MCP WidgetSubmitted

To streamline efficiency - while CoPilot works for our knowledge base and external help articles, it would be great to have a native widget for Claude to enable our MCP and create an easier, more broad access to our entire company directory while keeping it within the confines of the platform for agent efficiency.

5 months ago

Taylor ZormanNew Participant

Allow Messenger Article Search to include external knowledge sources (e.g., WordPress)Submitted

Today, the Messenger “Article search” card only surfaces articles from the Intercom Help Center. It would be a big win to also include content from connected external knowledge sources (like a WordPress site) so customers can self-serve from the same place before starting a conversation.Key requirements:Show results from external knowledge sources in the Messenger Article Search experience Support WordPress as a connected source (since it’s already supported for Fin) Keep audience targeting rules so only permitted content is shown Keep the same “search + up to 4 suggested articles” flow, just expanded to external sources

5 months ago

Valentin PaulNew Participant

Metric of availibilty channel in reporting (phone, convos, both)Submitted

Would be actually super helpful to be able to distinguish between availability for phone, conversations or both in the custom report. Currently I can only see how many hours an agent is active in a day but I want to see what kind of active he is. Is he only active for conversations or for phone or for both? I could therefore filter in my custom reports better and understand the agents' working times.

5 months ago

Lindsay McEwanNew Participant

Prevent Call Wrap Up from being selected as Away status by AgentSubmitted

“Call wrap up” should be non-selectable for agents (only set automatically after a call), since it’s currently a system reason that can’t be archived or hidden from the Away reasons list.If additional Call Wrap up time is needed, they can use a different custom away status like “Case Work”. Additionally “On a call” should not be selectable by any user” this should obnly be set via the system when an agent is on a call.

5 months ago

EugenNew Participant

Topics Explorer - APIsSubmitted

Topics Explorer are currently only available in the UI, with no option to export data in any way, it’s mostly a visual tool.APIs around Topics Explorer would elevate this feature - eg. for internal or client reports.eg. GET Export Topics Explorer

5 months ago

convozenaiNew Participant

ConvoZen AI for Knowledge AnalyticsSubmitted

ConvoZen AI provides advanced knowledge analytics and reporting capabilities that give enterprises complete visibility into how information is accessed, searched, and used across customer interactions. The platform tracks user queries, recurring support topics, unanswered questions, and low confidence responses to identify gaps in enterprise documentation before they affect customer experience.Teams can monitor the most searched topics across departments, products, and support channels to better understand customer intent and operational trends. By analyzing failed or incomplete responses, organizations can continuously improve their knowledge base content, update missing documentation, and strengthen AI response quality over time.The analytics system also measures how effectively the knowledge base contributes to ticket resolution, agent productivity, and automated customer support workflows. Businesses can evaluate which resources are most frequently referenced, which topics generate repeated escalations, and where customers experience friction during conversations.ConvoZen AI supports both AI agents and human support teams with centralized insights that improve decision making and response consistency across Voice AI Agent, Email AI Agent, WhatsApp AI Agent, and Social Media AI Agent. Real time reporting enables enterprises to detect emerging customer concerns, monitor sentiment trends, and optimize support operations at scale.The platform includes enterprise ready dashboards, searchable conversation analytics, utilization tracking, and performance monitoring tools that simplify knowledge management for growing organizations. By connecting customer conversations directly with analytics and knowledge systems, ConvoZen AI enables businesses to build more accurate, responsive, and scalable support environments while reducing repetitive queries and improving customer satisfaction across every communication channel.Connect with us for enterprise AI communication solutions and product updates.4th Floor, Kaikondrahalli, Kasavanahalli, Bengaluru, Karnataka 560035contact@convozen.aiFollow ConvoZen AI across social media for updates, insights, and AI innovation news.InstagramYouTubeLinkedinX

5 months ago

KaydeNew Participant

Option to hide conversation attributesSubmitted

I logged in this morning and the Conversation attributes are absolutely saturated with Fin attributes that I neither need nor want. I can’t effectively scan the information I do need. Unlike user attributes, there is no way to hide or unpin attributes, meaning I’m stuck with clutter, slowing down my ability to interact with my users. If these fields must exist (though I’m not clear what purpose they serve), as an individual, I should have the ability to hide them.

5 months ago

Eva MowinNew Participant

making the floating text editable for Fin for Sales.Submitted

We are using Fin Sales Agent on our website, and the default floating text currently says “Need help?” (or the Swedish equivalent, as shown in the screenshot).Since Fin is being used in a sales role, we would like the wording to better match a more sales-oriented and conversational tone.It would be great if this text could either be customizable by us, or updated to something more suitable for sales interactions, for example:Have a question? Looking for something? Want to know more? Need help getting started?Right now, “Need help?” feels more support-oriented than sales-focused.

5 months ago

Terry TafariConnector

Button in intercom to send ticket/conversation to slack channelSubmitted

Right now, the only way to send a notification to Slack is through workflows, which generate large, uneditable messages that include the cleints conversation and end up cluttering the channel.Ideally, we’d like to streamline this by introducing a button within Slack. When clicked, the button would send a cleaner, more concise message to the channel that includes the ticket link and an optional note that we can write beforehand.The goal is to keep the channel tidy and make the interaction more intentional—similar to how side conversations work in Intercom. At the moment, the issue with side conversations are they reopen closed tickets and don’t provide a clear link back to Intercom. This creates friction for the Slack team, who often need to investigate the ticket after the customer has already been handled.

5 months ago

Alan KeathleyNew Participant

Sort Unassigned by User NameSubmitted

We have a fair number of customers who will double, triple, quadruple text or email, and it would be very helpful to us to be able to sort the Unassigned Inbox view alphabetically (or “Waiting since” chronologically first, “User [name]” alphabetical second), to allow us to see these extra instances at a glance and avoid the risk of two CSRs addressing the same customer concern because the two messages were assigned separately.

5 months ago

Colin KanzariNew Participant

Add Intercom Ticket HyperlinkSubmitted

The new side conversation feature with the Slack integration is great for collaboration. One improvement that would make it even more useful is automatically including a hyperlink to the related Intercom ticket when a side conversation is created. This would allow team members to quickly access the original Intercom conversation for additional context before jumping into the side discussion, reducing back-and-forth and improving overall efficiency.

5 months ago

SvetlanaNew Participant

Custom Emojis for Knowledge Base Article TitlesSubmitted

Allow admins to add custom emojis (including brand-specific or uploaded emojis) to knowledge base article titles in Intercom. This would help visually distinguish and highlight specific types of content, improving navigation and user experience.For example, companies offering multiple product tiers (such as Free ABC vs Paid ABC) could use unique emojis to clearly mark articles related to premium features. This makes it easier for users to quickly identify relevant content without needing to open each article.Key benefits:Improve content visibility and scanability within the knowledge base Help segment articles by product, plan, or audience Reinforce branding through custom visual markers Reduce user confusion by clearly labeling feature-specific documentationExample use case:Articles associated with Paid ABC could include a custom emoji in the title to differentiate them from Free ABC content.

5 months ago

Lucinda van der HorstNew Participant

Flexible Conversation Merging ContextSubmitted

Current restrictions on merging conversations cause significant disruptions in our workflow. We frequently encounter duplicate conversations with the same customer about the exact same topic. However, Intercom prevents us from merging them if a new participant is added at some point, or if a customer replies to an older email thread.Request: Lower the strict restrictions on merging conversations. Allow agents to manually force-merge conversations regarding the same topic, regardless of minor changes in participants or email thread history.

5 months ago

achiaNew Participant

Allow end users to move the help centre popup based on their own needsSubmitted

One of the most common requests in our company’s own product suggestion board is for users to be able to move the help centre/messenger popup to a different area. This is because there may be important information, features or buttons that sit behind the position of this popup. While we can move it, this position is set for all users and therefore would not suit everyone. Allowing them to move it themselves would prevent repeated requests and complaints to our own team.

5 months ago

Cody WebbNew Participant

Need ability to cancel a external website syncSubmitted

Under Train > Content, need ability to stop a sync. At present, must wait for it to finish, so if an error is noticed, sometimes you have to wait hours before you can make the correction and kick off the sync again.

5 months ago

Connie KruegerNew Participant

All for Custom Attributes to be set in Batch TestingSubmitted

I have an Escalation Rule that is built on Attributes but it’s causing issues with batch testing as attributes are not set. I can not use an Audience as that is already needed in my batch testing to control the KB. Ideally you allow us to set the attributes before triggering the batch testing as you allow in simulations.My escalation rule is Attribute is not [name] and Attribute2 is not [name2]. This allows me to use FinAi for new use cases and then escalate to an existing nonFinAi workflow for existing use cases. Over time we will move all to FinAi but that is not possible right now. This escalation rule is built on Attributes so why is there no solution for batch testing? I will try creating a test user with the attribute set as a workaround. That will then require everyone to use this test user and that is not ideal.

5 months ago

Connie KruegerNew Participant

Ticket Portal for All Tickets submitted to IntercomSubmitted

A centralized view of all the tickets my team has raised with Intercom — not just my own. I’m managing support on behalf of our whole organization and I have no visibility into the open tickets nor answers you provide on the tickets.

5 months ago

Davy De BlockNew Participant

SLA counters to account for holidays in office hoursSubmitted

When holidays in default office hours are defined, the SLA pushed the next SLA target after that holiday. Howerver, when the ticket is created within that holiday, the system cannot push the next target and the ticket breaches during the holiday. It would be nice if the SLA pushes the next target within the valid office hours also when the ticket is created with the holiday period.

5 months ago

Lucinda van der HorstNew Participant

Expanded Capabilities for Lite Agents ContextSubmitted

The current Lite Agent permissions are too restrictive and hinder productivity. Currently, Lite Agents can only navigate via direct ticket links or mentions (which are difficult to manage, as noted in Request 1). Additionally, it is highly inefficient that Lite Agents cannot use macros—not even text-only ones—forcing them to store standard internal replies in external documents.Request: Access to Views: Allow Lite Agents to access (custom) Views. This is essential for navigating tickets efficiently, especially since we operate with multiple brands and teams within Intercom. Access to Macros: Grant Lite Agents the ability to use macros (or at least text-based macros) to streamline the process of writing internal notes.

5 months ago

Oleg TsechaevNew Participant

Show the delayed message contentSubmitted

A new feature with delayed messages has recently appeared, allowing you to send a message and cancel its sending before the timer expires. However, when sending such a message, you cannot see the content of the message, for example, to check yourself for typos. It would be a good idea to add the display of the message content that will be sent during the selected delay, so you can double check it before it goes out.

5 months ago

VivienNew Participant

Ability to Merge Tracked TicketsSubmitted

Some agents sometimes create duplicate tracker tickets - it would be great to be able to merge these!

5 months ago

Srinath NanduriNew Participant

Linear integration improved sorting with tickets and chatsSubmitted

It would be very useful to be able to sort chats by linear ticket status and priority. As well have specific inboxes for chats with linear tickets.

5 months ago

JHarloweConnector

Attribute mapping on conversation-to-ticket conversionSubmitted

Problem:When a conversation is converted to a ticket, attribute values on the conversation are not automatically populated into matching ticket fields, even when identically named fields exist on both objects. The two remain linked but maintain fully independent attribute sets.This gap is not surfaced to users at the point of conversion, making it non-obvious until a workflow fails or an SLA is missed. ImpactThe most immediate consequence is SLA policy behavior. Because SLA policies in Intercom evaluate at the conversation level, a ticket with Urgency set on the ticket attribute, but not on the corresponding conversation attribute may not trigger or breach correctly. Teams populating ticket fields in good faith could be inadvertently creating invisible SLA gaps. Additionally, any workflow conditioned on a ticket attribute will not fire as expected if that attribute was not populated at conversion time. This affects routing logic, automation triggers, and any Fin-based attribute detection, which does not carry over to tickets automatically.Requested FeatureA native attribute mapping configuration allowing workspace admins to define field-level mappings between conversation attributes and ticket attributes. When a conversion occurs, values from mapped source fields would be written into their designated target fields automatically before any workflows evaluate the new ticket.

5 months ago

TroyHNew Participant

Numbered List Formatting Breaks When Adding Bullets in Intercom EmailsSubmitted

The email composer in Intercom has a serious formatting limitation: you can’t properly mix numbered lists and bullet points without breaking the sequence.For example, if I start a numbered list (1, 2, 3) and insert a bullet point between two numbered items, the numbering restarts at 1 instead of continuing. This makes it impossible to create structured instructions like: Step one • Sub-point Step two Instead, after the bullet, it resets to 1, forcing awkward workarounds. This is incredibly frustrating when trying to write clear procedural instructions. It’s basic text editor behavior that should work in any modern email composer, especially one built for customer communication.

5 months ago

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