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    3157 Ideas

    Luke Michelson
    Luke MichelsonNew Participant

    Feature Request: Option to Disable Hold Music on Outbound CallsSubmitted

    When a teammate makes an outbound call, Intercom plays hold music on the teammate's end in two situations: While the call recording disclaimer plays for the customer after they answer During the transition from ringing to voicemail That hold music makes it really hard to hear when a call has been forwarded to voicemail. Teammates can't clearly hear the voicemail greeting start or catch the beep, which leads to missed, garbled, or poorly timed voicemail messages.Requesting a workspace-level (or even per-teammate) setting to disable or mute the hold music on outbound calls. 

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    Luke Michelson
    Forum|Forum|5 months ago
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    maria_elluNew Participant

    Please add the option AND / OR when setting GOALS within seriesSubmitted

    Hello, when setting a goal up with a serie there is the option to add only one GOAL. It would be helpful if we could use AND/ OR and add several goals as a serie can be trigger for two OS and have a goal for iOs and another goal for Android

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    Forum|Forum|5 months ago
    Kathan Bender
    Kathan BenderNew Participant

    Allow Macros to change response type between Note/ReplySubmitted

    Having the selected macro change the response type from Note (internal) to Reply (external) like Zendesk would be immensely helpful. 

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    Kathan Bender
    Forum|Forum|5 months ago
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    Tinsel the ElfNew Participant

    Away mode among different inboxesSubmitted

    Our support center has historically assigned people to solely work on chats or emails within a shift.  Due to high volume of live messenger chats, an agent may be helping 4 people at once.  Currently we are struggling to figure out how to assign people a round robin assignment in Chat only.  It seems if they select they are “available” to take live messenger chats, it will also assign them to answer emails and vice versa.I propose a feature be added where a person can be “available” for assignment in the messenger inbox but not “available” for round robin assignment in the email inbox.  A chatter should not have to worry about emails also getting assigned to them at the same time, because they’ll never get to it. Make each inbox have availability options so a person does not have to get added and removed from every inbox, every day. 

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    Forum|Forum|5 months ago
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    TrineNew Participant

    Option to CC and BCC in outgoing emails in Intercom Email Editor.Released

    Please add the option to CC and BCC in outgoing emails in the Intercom Email Editor.We often use a feature to send a Carbon Copy to another email to keep them in the loop, we are missing this essential feature in Intercom, please upvote.  

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    Forum|Forum|5 months ago
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    WolfeNew Participant

    Claude MCP for FIN Analyze retrievalSubmitted

    Additional parameters for Intercom’s Claude MCP for FIN’s Analyze features. It would be cool to pull FIN Performance, Trends, Topic Explorer data etc. 

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    Forum|Forum|5 months ago
    Justin Dean
    Justin DeanNew Participant

    Allow Data Connectors to Make Updates to Protected Data AttributesSubmitted

    We are currently running into an issue where some users in our workspace are missing email addresses. To solve for this, we have a data connector query their UID and respond with their Email. However, Email is a protected attribute in our workspace, as we would prefer that customers can not update their email address on their own via the messenger.Unfortunately, because Email is a protected attribute in our workspace, a our data connector can not update the attribute. It would be incredibly helpful if data connectors could do this so we can use them at the beginning of a chat to ensure customer data is updated and accurate for other workflows and data connectors downstream. 

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    Justin Dean
    Forum|Forum|5 months ago
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    Michele McCoyNew Participant

    Ability to Edit a Live Post and Edits Only Send to Users Who Haven't Seen Original PostSubmitted

    I want the ability to edit a live post (stand alone or part of message series) and when saved it only pop to those who haven’t seen the post yet. I do not want the post to trigger for every user again. The current problem is that if a post goes out and we need to make a small edit, when saved that post gets resent to all users and pops on their screen (we typically use the Large format). If all users needed to see the edit then we would just create a new post. The most common use case for this would be design. The image or video had a small design flaw that we would like fixed but that shouldn’t be popped back up on everyone’s screens. The change would go out to all posts but only those users who haven’t entered the platform would have the post pop on their screen. The other users would only see the edited version if they went into Intercom → Messages. 

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    Forum|Forum|5 months ago
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    MalaikaNew Participant

    Emails from the same customer should be in one conversation threadSubmitted

    If the system detects a customer already has an open conversation, it can automatically either merge the two emails into 1 or leave a note on the oldest email of the new query (if different) and close the new one. 

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    Forum|Forum|5 months ago
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    Anton MorozovNew Participant

    Automatically hide keyboard on Mobile after sending a messageSubmitted

    At the moment if you use Fin AI & have large responses from it it is pretty difficult to get rid of the keyboard when on mobile. It would be great if Intercom SDK had additional control over keyboard usage (e.g. hiding it on message sent to have full screen allocated for response).

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    Forum|Forum|5 months ago
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    aurora.ganNew Participant

    Timezone Localization for Proactive Support / Outbound MessagesSubmitted

    We would like the ability for scheduled outbound or proactive support messages to automatically display maintenance times in the recipient's local timezone.Our company operates globally and uses Intercom proactive messages to notify customers about scheduled system maintenance. Currently, maintenance windows must be communicated in a single fixed timezone (e.g., AEST), which creates confusion for users located in different regions.For example, if we schedule maintenance for: 02:00–03:00 AEST Users in: North America Europe South America Asia must manually convert the time to understand when the maintenance affects them.Requested Functionality:When sending a proactive message, Intercom should automatically convert and display scheduled times based on the user's detected timezone or location. 

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    Forum|Forum|5 months ago
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    Bailey SchrammNew Participant

    Improvements to CX score calculationSubmitted

    I wanted to provide some feedback on the CX score calculation to the Intercom crew and see how others have noticed a change over recent months. It seems like the CX score is something Intercom is highlighting over the traditional CSAT metric, but internally, we have some hesitancy before we switch to using it as the primary measure of support performance. Prior to November, our average CX Score was 91.7%. Lower than our historic CSAT, but close enough, and it seemed fair given that it assesses all conversations, not just those with survey responses. Somewhere between November/December, this took a sharp drop, and the new average is closer to 65%.After some digging, it seems like the score now considers a conversation where the customer leaves without responding as a score of 3 (or 0%). In theory, I understand that this is being treated like an “abandoned” chat. However, in practice, I don’t think this is indicative of a poor user experience that warrants a 0% rating. In many of these cases, I take it as the customer getting the info they need and promptly leaving the chat, not feeling the need to “close the loop” with an AI chatbot as they might with a human agent. With that, I guess I have a few follow up questions to others & the Intercom team: - Is the CX Score still under development, or is this its final state? (Important for internal benchmarking / performance tracking)- Given that it’s AI-assessed, will there be a way for us to “train” / provide Guidance for how Intercom calculates our personal CX Score (akin to Fin Guidance)?- What was the intention behind the CX Score calculation change late last year / what else changed besides the scenario I laid out above?

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    Forum|Forum|5 months ago
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    Peter LNew Participant

    Removing/Hiding long email signaturesSubmitted

    Intercom becomes extremely hard to use in cases where a customer has a lengthy email signature...and it quickly makes the thread extremely difficult to read after just a few replies. Look at this example - just a one sentence reply from a customer, and it takes up the entire Intercom screen - on a 27” monitor.  Other modern help desks have automatic email signature removal or hiding - is this something Intercom can implement, please?   

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    Forum|Forum|5 months ago
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    Scott CliffordNew Participant

    Building a 1st Time Right MetricSubmitted

    I hope someone can help?We have been very successful with Fin (c4.5k cases now solved by AI) however what we would like satisfy ourselves that the customer is getting what they want and they are not coming back through another channel (like email) to ask the same question as Fin didn’t really solve it.Our confirmed resolved % stands at 20% vs assumed at 80% which helps a little but I’d like to have the ability to look at a visual that shows me our Right 1st Time (or 1st Time Right)Hope that makes senseScott

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    Forum|Forum|5 months ago
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    Jack EtheringtonActive User

    Same Number for Phone and SMSReleased

    We are trialing Intercom Phone and SMS products Both products require you set up a separate number This is a bad experience for our customers: If you want to speak to us, use number XXX If you want to text us, use number YYY Twilio (your provider) supports Voice and SMS on the same number Request Intercom supports the same number for Voice and SMS so we can communicate a single phone number to our clients In the short term, we would accept Voice/SMS forwarding from each service number to the other. Or an auto-response if contact made through the wrong channel. For example: If user sends SMS to Voice line, receive an auto-response.

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    Forum|Forum|5 months ago
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    Han-Chun HsuNew Participant

    "all notes I created” view in the InboxSubmitted

    I want to see all the conversations where I initiated a Note to internal teammate and mentioned other teammates. It’s the similar idea to the “Sent” view in a mailbox. Currently intercom only supports a view where i am mentioned “Mentions”.

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    Forum|Forum|5 months ago
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    Alex D.New Participant

    Add articles to multiple collectionsSubmitted

    It would be good to be able to add articles to multiple collections. I can see a couple of questions about this in the community but no product ideas on it so far.  A use case for us:Most of our articles are visible to logged in users only, but I’d like some to be visible to anyone. I don’t want to remove the articles from their current categories, as that wouldn’t make sense. I want to be able to add them to the new publicly visible category. The only option I have is to duplicate the article, which is seems annoying and unnecessary to me. 

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    Forum|Forum|5 months ago
    Trevor
    Innovator ✨
    TrevorInnovator ✨

    Fin Voice: Transcripts Providing Knowledge Sources Used throughout ConversationSubmitted

    Fin over Email and Chat provides both internal and external knowledge sources, as well as showing the guidance when used throughout a chat. Fin over voice is a little more free, and we don’t have a way to view of guidance was used, or if knowledge material was used. It would be great to internally see in the transcripts, or even summarized in a call summary section when, where, and what guidance and knowledge sources were used through the phone call. 

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    Trevor
    Innovator ✨
    Forum|Forum|5 months ago
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    David O'BrienNew Participant

    Apply segmentation for newsfeeds on the news centre pageSubmitted

    Apply segmentation for newsfeeds on the news centre page in the same way it segments on the messenger. I have customers that speak english and those who speak Portuguese, so I want to segment the product comms to match language. I don’t want the news centre to show both 

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    Forum|Forum|5 months ago
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    Alex MNew Participant

    Option to Display Time in 24-Hour FormatSubmitted

    I’d like to submit a feature request regarding time formatting in the Intercom interface.Currently, times are displayed in the 12-hour clock format (AM/PM). It would be very helpful if there were an option to display times in the 24-hour format instead. Many teams—particularly those outside the US—use the 24-hour clock as the standard, and it reduces ambiguity when reviewing conversation timelines, reports, and activity logs.Ideally, this could be implemented as: A workspace-level setting, or A user-level preference allowing individuals to choose their preferred time format. This would improve clarity for international teams and align Intercom with common regional conventions.Thanks for considering this request! Please let me know if you need any additional details or examples of where this would be particularly useful.

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    Forum|Forum|5 months ago
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    msesmaConnector

    Intercom Android SDK vulnerability not fixedSubmitted

    There is a vulnerability not fixed even in latest Intercom Android SDK 17.4.2:org.msgpack:msgpack-core should be 0.9.11 or greater|    +--- io.intercom.android:intercom-sdk-base:17.4.2|    |    +--- io.ably:ably-android:1.5.0|    |    |    +--- io.ably:network-client-okhttp:1.5.0|    |    |    |    +--- io.ably:network-client-core:1.5.0|    |    |    |    \--- com.squareup.okhttp3:okhttp:4.12.0 (*)|    |    |    +--- org.msgpack:msgpack-core:0.8.11Could you please update io.ably:ably-android to latest 1.6.1 to see if it fixes the vulnerability?Thanks!More Infoorg.msgpack:msgpack-core(Maven)< 0.9.110.9.11SummaryAffected Components: org.msgpack.core.MessageUnpacker.readPayload()org.msgpack.core.MessageUnpacker.unpackValue()org.msgpack.value.ExtensionValue.getData()A denial-of-service vulnerability exists in MessagePack for Java when deserializing .msgpack files containing EXT32 objects with attacker-controlled payload lengths. While MessagePack-Java parses extension headers lazily, it later trusts the declared EXT payload length when materializing the extension data. When ExtensionValue.getData() is invoked, the library attempts to allocate a byte array of the declared length without enforcing any upper bound. A malicious .msgpack file of only a few bytes can therefore trigger unbounded heap allocation, resulting in JVM heap exhaustion, process termination, or service unavailability. This vulnerability is triggered during model loading / deserialization, making it a model format vulnerability suitable for remote exploitation.

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    Forum|Forum|5 months ago
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    Dallan KoyleActive User

    SMS AttachmentsSubmitted

    Please enable SMS in intercom to send and receive the same file types as iOS and Android.Image Formats: JPEG (.jpg), PNG (.png), GIF (.gif), BMP (.bmp), TIFF (.tiff). Video Formats: MOV, MP4, 3GP, M4V. Audio Formats: MP3, WAV, M4A, AMR. Document Formats: PDF, Pages, Keynote, Numbers, and Microsoft Office files (Word, Excel, PowerPoint).

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    Forum|Forum|5 months ago
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    Jack EtheringtonActive User

    Auto-response for SMS sent to Intercom Phone NumberSubmitted

    Currently SMS sent to the Intercom Phone number receive no auto-response and go into a black hole. This is a hard fail from our acceptance testing and we cannot proceed to implement Intercom Phone and SMS without it.Minimum Solution: Auto-response via SMS that the number cannot receive SMS.Better Solution: Allow Intercom Customers to set their own auto-responseBest Solution: Auto-forward SMS to another number.

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    Forum|Forum|5 months ago
    Nathaniel Urquia
    Nathaniel UrquiaNew Participant

    Guidance CounterSubmitted

    Hello Team, Can you include a guidance counter or indicator or notifier somewhere in Guidance page for visibility?Since the guidance is only limited at 100 total (if you can increase it to 150 limit, that would be awesome), we are trying our best to edit (Voice, Chat and Email) and it’s nice to know that we are nearly reaching the limit.That counter, number indicator or reminder seems a greet addition.  

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    Nathaniel Urquia
    Forum|Forum|5 months ago
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    Pilar ApodacaNew Participant

    WhatsApp template restrictions have reduced the value of Intercom for customersSubmitted

    We chose Intercom largely because it allowed us to centralize customer communication in one place, especially through WhatsApp.For us, the value was not just sending outbound messages. The real value was being able to send a message through WhatsApp, have the customer reply in the same thread, and continue the conversation naturally inside the Intercom inbox without forcing the customer into a fragmented experience. That continuity is extremely important to our workflow and to the customer experience.With the recent changes around marketing-classified WhatsApp templates, a big part of that value has been reduced.I understand that some of the underlying limitations may come from Meta. However, from the customer side, what this feels like is that Intercom has passed the operational impact of those limitations directly onto paying customers without providing a truly workable alternative.What makes this even more frustrating is that Intercom’s WhatsApp setup is intentionally closed: the number is managed exclusively inside Intercom, so customers cannot easily adopt a hybrid setup using the same number while preserving inbox continuity. That leaves businesses like ours stuck with an all-or-nothing choice: stay in Intercom and lose important WhatsApp capabilities, or leave Intercom and lose the continuity and inbox experience we originally paid for.This is especially difficult to accept because Intercom is a premium platform. Many of us adopted it specifically for centralized communication, continuity across channels, and AI support inside the inbox. When a change like this significantly reduces flexibility in such an important channel, it becomes much harder to justify the cost.My suggestion is not simply to complain, but to ask Intercom to offer a better path forward. For example: allow more flexibility for customers who still want to use WhatsApp marketing templates at their own risk, provide a more open architecture that preserves inbox continuity, or offer a better hybrid option for teams that depend heavily on WhatsApp. At minimum, I believe changes with this level of operational impact should come with more transparency and stronger alternatives for paying customers.Right now, this feels like customers are carrying the cost of a platform decision they did not choose.

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    Forum|Forum|5 months ago

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