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    Julian BurkeNew Participant

    Feature Request: Show Email Attachment File Metadata Logs (especially when attachments are dropped)Submitted

    1. The Problem:Currently, when an inbound email contains an attachment that Intercom rejects (due to size limits, unsupported file types, etc.), the system leaves a generic note in the conversation stream: "Attachments were dropped from this message." Because there is no context regarding what was dropped, support agents are forced to reply to the user and ask them to clarify what file they were trying to send. This creates unnecessary back-and-forth, delays resolution times, and creates a frustrating experience for both the agent and the customer.2. Proposed Solution:Update the "Attachments were dropped" event log to include the basic metadata of the dropped file.Example of current state:📎 Attachments were dropped from this messageExample of desired state:📎 Attachments were dropped from this message:Feature_Request_Bribe_v2.pdf (6.7 MB)Definitely_Not_A_Virus_Jared.zip (4.2 MB)Please_Build_This_Jared.png (2.2 MB)image001.png (45 KB)3. Why this matters (Business Impact):Context: Agents instantly know if the dropped file was a crucial document (like a PDF checklist) or just a harmless email signature image.Efficiency: Eliminates the need to ask the customer "What did you attach?"Customer Experience: Customers don't feel like their files disappeared into a black hole without explanation.4. Technical Feasibility:Since Intercom's backend already receives the Multipart MIME message and parses the headers (Content-Disposition, Content-Type, etc.) to evaluate whether to keep or drop the payload, this metadata is already being temporarily held in memory. Writing these specific header values to the conversation event log before purging the file data should be a highly feasible, low-lift addition that provides massive value to support teams.

    0
    5 months ago
    BekaNew Participant

    Reordering workflowsSubmitted

    From a workflow management perspective it would be really nice to be able to move elements around in your workflows based on where you’d like to place them. The “tidyup” feature is nice but sometimes moves things in a way that isn’t super easy visually to follow. 

    0
    5 months ago
    BekaNew Participant

    IVR Recording EditsSubmitted

    It would be really nice to be able to edit the recordings directly in the IVR workflows given they are just text to speech anyway. Ie. being able to open them edit the text, pick a voice save and move on instead of having to either record a new one or replace the old one. 

    0
    5 months ago
    Pamela Van Gasse
    Pamela Van GasseActive User

    Change SLA once it is createdSubmitted

    For now it is not possible to change SLA settings once they have been created. If something needs to change, new SLA settings need to be created and used in the workflow. It would be much easier to be able to change those settings.

    2
    5 months ago
    BekaNew Participant

    Custom VoicesSubmitted

    I’d like to be able to customize the voice that is used to request a CSAT rating on phone calls. Right now it’s just a default voice and it isn’t even the voice you choose for FIN. At the least I’d hope for continuity between the voice you choose for FIN and all other voice automations throughout the product. 

    0
    5 months ago
    KalynNew Participant

    Feature Request: "Do not assign to Creator" option for specific ticket typesSubmitted

    Hello,We are currently facing the following issue:A teammate raises a specific back office ticket type The ticket is auto-assigned to an inbox with Balanced Assignments method (switching to manual assignment is not an option) The teammate who raised the ticket is part of the inbox and gets the ticket assigned to themWe have a particular back office ticket type that necessitates the involvement of a different teammate so that an independent evaluation is performed. Thus, having an option to prevent balanced assignment to the ticket creator will be helpful.

    0
    5 months ago
    John Beynon
    John BeynonNew Participant

    Option to hide 'Fin Attribute' reasoning private commentsSubmitted

    I’d love the option to be able to set Fin attribute reasoning to be hidden, or perhaps follow the “Show conversation events” flag,  We have several attributes and it can be quite noisey.  

    1
    John Beynon
    5 months ago
    Thomas Hils
    Thomas HilsNew Participant

    Additional configuration options for email codes on Data ConnectorsSubmitted

    When using an email code for data connectors I’d like to be able to configure two options: Choose the time out window myself Automatically communicate the time out window (regardless of whether it’s custom or not) to the customer whenever the security code is invokedA 10 minute window is very short and customers are often stuck in a loop requesting new codes over and over. This could be off-set with a longer window, and better communication about these timeouts. It seems like an industry norm to communicate time out windows by default and it’s strange that this isn’t done.

    0
    Thomas Hils
    5 months ago
    Ismael Martinez MoralesNew Participant

    Inbound translationsSubmitted

    As of now, the Glossary only controls how terms are translated in outgoing messages. It does not apply to incoming customer messages.  Fin guidance can’t rewrite or “correct” how inbound customer messages are translated in the Inbox either.Goal: to control how terms are translated in inbound messages.Use case: to ensure Fin connects with the correct internal knowledge or concept when translating phrases or messages from other languages, e.g. the same concept can be referred in a very specific phrase in a specific language that if translating literally will never get to the right reference. 

    0
    5 months ago
    Daniel Rönnberg
    Daniel RönnbergActive User

    Set conversation language already when creating a new conversationSubmitted

    In some cases, we need to proactively reach out to users via Intercom. For these situations, we use macros as templates for our messages. To better support our global user base, we also rely on real-time multilingual inbox translation.Currently, when using the multilingual inbox, it would be helpful to have the option to set the conversation language at the time of initiating the message. This way, the message could be automatically translated into the user's preferred language from the start, making the user experience even better.

    1
    5 months ago
    Bethany HNew Participant

    Macros to be searchable by contentSubmitted

    There is an existing request for this but it does not seem to have been revisited for two years. We need to be able to search our macro base by content and not just title. This is a big blocker for auditing and keeping our macros up to date. 

    0
    5 months ago
    Nurit
    Innovator ✨
    NuritInnovator ✨

    Search macros by contentSubmitted

    It would be beneficial if agents could search for macros by their content in addition to their titles. This would allow them to quickly locate the specific macro they need without having to recall the exact title of the macro.

    7
    5 months ago
    William PowellNew Participant

    Whatsapp typing animation / indicatorSubmitted

    Hi, Whatsapp supports typing indicators, it would be amazing if this could be added into Intercom so customers can have more certainty that they will receive a response. See here: https://developers.facebook.com/documentation/business-messaging/whatsapp/typing-indicators/Thanks!

    0
    5 months ago
    Ted KimNew Participant

    Data --> People --> Custom Attribute ImprovementsSubmitted

    Currently when you add a custom attribute the name and the key are the same thing, but the name is what is used for support agents and sometimes represents a variable in the codebase, but for an agent can be something more human readable or understandable. I should be able to set each one independently, but right now the name and the key are connected and tied together.

    2
    5 months ago
    MadiDNew Participant

    Keyboard shortcut for send +snooze for later todaySubmitted

    Would LOVE if there was a keyboard shortcut that allowed us to send + snooze until later today. I send + snooze almost every single conversation. There is already a keyboard shortcut that “sends+ close” but not one for this action. Don't tell me to use the menu bc that’s not a “keyboard shortcut” 

    0
    5 months ago
    Eder Islas GNew Participant

    Rename and reorder messenger apps in SDK versionSubmitted

    Allow reordering and renaming Messenger spaces in the mobile SDK

    0
    5 months ago
    Jessica VestNew Participant

    Export PDF or Image of reportingSubmitted

    For any reporting in intercom it is essential for us to be able to download an image or pdf of a report like a bar graph or topics explorer report etc a csv is not helpful to share with our team. Zendesk already does this it will extremely beneficial. 

    0
    5 months ago
    Tejas RaoNew Participant

    Expose attribute change details in Conversation Parts APISubmitted

    Currently, conversation_attribute_updated_by_admin parts in the Conversations API return completely empty metadata: {} fields. The Intercom UI renders these events as "Attribute: 'Topic v2' detected as X by Twist" but this name/value data is not accessible via the API.Request: Populate the metadata field on conversation_attribute_updated_by_admin parts with at minimum:attribute_name (e.g. "Topic v2") attribute_value (e.g. "Order Cancellation") detection_method (e.g. "workflow" / "manual") Use case: Exporting full conversation transcripts that mirror the Intercom UI, including the inline attribute detection events in their correct chronological position.

    0
    5 months ago
    Ben NicholasNew Participant

    Livechat conversation allocation settings to be separate from email conversation settingsSubmitted

    We have dedicated livechat agents, and we want the way that livechats are allocated to be different from the way tickets are allocated. However, it appears to be all under the same thing and therefore we can’t have manual email conversation allocation but still have round robin livechat conversation allocation.It would be beneficial to have these operate separately, and even better as two entirely separate but linked views, so that it is clear what is from the chat widget and what is an email.

    2
    5 months ago
    AlbertoNew Participant

    Affichage de jours sur le calendrierSubmitted

    Hello la team, je voulais juste vous faire passer une idée d'amélioration : Au moment de snooze une conversation, il serait super d'afficher les jours suivants de la semaine. Cela éviterai de cliquer sur le mois suivant à chaque fois.Par exemple, le calendrier s’arrête au 30 Avril au lieu du 2 Mai.   

    0
    5 months ago
    talfNew Participant

    Download article as a PDFSubmitted

    Hi, 3 possible scenarios we see:Customer want to download an article as a PDF from the messanger Customer want to download an article from the Help Center as a PDF We would like to export articles from the Intercom Mgmt Interface and send to customers as a PDF/ bulk of PDFs. 

    4
    5 months ago
    Tonje Ness Meinhardt
    Tonje Ness MeinhardtActive User

    CX Score for Phone ConversationsSubmitted

    We would love to see CX Score available for phone conversations, not just chat and email. Current LimitationToday, CX Score is only available for chat and email conversations. Even when a full transcription exists, phone calls are excluded from CX Score, Insights, and Reporting.  Why This MattersPhone conversations are a critical part of our customer experience and often involve the most complex or sensitive cases. Not being able to measure CX Score for voice creates a gap in our CX reporting and makes it harder to compare quality across channels. Proposed ImprovementEnable CX Score calculation for phone conversations when a full transcription is available. This would allow:Consistent CX measurement across chat, email, and phone Better use of existing transcriptions More complete Insights and Reporting for teams that rely heavily on phone supportValueThis feature would significantly improve cross-channel CX analysis, and help identify coaching opportunities for phone support.

    0
    Tonje Ness Meinhardt
    5 months ago
    Daniel FosterNew Participant

    Ability to choose which knowledge folders the content team can editSubmitted

    Ability to choose which knowledge folders the content team can edit. We need to decrease risk by giving content editors access to edit ALL knowledge articles in a workspace. 

    0
    5 months ago
    Daniel FosterNew Participant

    Change publication defaultsSubmitted

    Ability to make fin toggle disabled as default for newly published content.

    0
    5 months ago
    YmarieNew Participant

    Option to edit responses sent to customerSubmitted

    Typos are inevitable so it’s nice to have an option to edit last sent message rather than having to delete the entire message. As you can see on this conversation, I typed in “firs” instead of “first” . It would be convenient to have the option to edit it. Typos are common as we also watch our average handling time. Thank you!  

    2
    5 months ago
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