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    3160 Ideas

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    Nicholas GrahlNew Participant

    Checcklist Goal Completion Event based on Celebration screen.Submitted

    Creating an overall checklist goal for anyone to use based on the final celebration would be useful and no development would need to get involved. Potentially, saving millions of dollars over the years for many companies.  Right now, you must setup an attribute or event which many times requires development to get involved causing that feature to cost more than it appears to cost.

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    Forum|Forum|6 months ago
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    Sandra W.New Participant

    Feature Request: Ability to Archive Macros InsteadSubmitted

     Hi Intercom Team,I'd like to submit a feature request on behalf of our customer service team regarding macro management.Currently, the only option available when a macro is no longer needed is to permanently delete it. This creates a few challenges for our team:1. Loss of historical reference – Deleted macros cannot be reviewed or audited later, which makes it difficult to track what messaging was used in the past.2. No recovery option – If a macro is deleted by mistake or needs to be temporarily retired (e.g., seasonal campaigns, paused workflows), there's no way to retrieve it.3. No internal knowledge base – We'd benefit from having an internal archive that serves as a repository of past macros, allowing our team to reference, repurpose, or reinstate them when needed.4. Legal and compliance requirements – This is especially important for us from a legal standpoint. We need to maintain a traceable legacy of which macros were in use at any given time. In the event of a dispute, audit, or regulatory review, being able to demonstrate what standardized responses were being sent to customers is critical. Our request is to introduce an Archive feature for macros, similar to what many tools offer for other content types.Ideally, this would:- Allow admins to archive macros instead of permanently deleting them - Keep archived macros hidden from the active macros list so they don't clutter the workspace - Provide a dedicated "Archived Macros" section where admins can browse, search, restore, or permanently delete archived macros - Include metadata such as who created it, who archived it, and the dates of activation and archival — essential for audit trails - Ideally, log a history of edits made to a macro over timeThis would significantly improve macro lifecycle management for teams like ours, reduce the risk of losing valuable content, and help us meet our legal and compliance obligations.We'd love to hear if this is on your roadmap! Best, Vanessa A. 

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    Forum|Forum|6 months ago
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    Inter C12New Participant

    How can I change the HTML/CSS of my Help Center?Submitted

    Can I change the default layout of the Help Center? I want to upload my own custom HTML/CSS.

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    Forum|Forum|6 months ago
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    BrankoVNew Participant

    Rephrase tool and AI translationSubmitted

    Hello, The rephrase feature is one of the most valuable tools on this platform, but there are a few areas where it could be improved, at least from a customer support perspective. Currently, the rephrase feature automatically translates content into the user's preferred language, which often does not align with our intended outcome. According to Intercom customer support, there is no option to disable this automatic translation or to set a preferred language. They suggested some workarounds, but unfortunately, these did not resolve the issue. It would be very helpful to have a button that allows users to select their preferred language for the rephrase function. Additionally, when translating text that includes articles, the feature replaces the article with [App: Article Inserter]. It would be preferable if the tool either ignored the article or replaced it with the appropriate article for the target language. Thank you in advance for your attention to these suggestions.

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    Forum|Forum|6 months ago
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    RubenNew Participant

    Allow the conversation Topic ML to also search ticket attributesSubmitted

    I really appreciate the conversation topics and reporting features in Intercom. However, these would be even more valuable if the machine learning algorithm also analyzed ticket attributes, not just conversation messages. In our workflow, users fill out detailed forms when submitting tickets, so a lot of important information is stored as ticket attributes. Often, if a customer’s report is clear, we do not start a separate conversation.Currently, this means tickets are not automatically tagged with the appropriate conversation topics, even if the relevant keywords are present in the ticket attributes, since the machine learning only searches the conversations themselves. Expanding the analysis to include ticket attributes would ensure better topic tagging and more comprehensive reporting.

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    Forum|Forum|6 months ago
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    Gareth ThompsonNew Participant

    The ability to launch messenger within a brand via JSSubmitted

    Hi Intercom devs,It would be amazing if you could add the ability to launch the messenger web tool directly into a brand via the web javascript package, please. We run a SaaS product where the url doesn’t change per tenant so with our enterprise clients we can’t offer a way of being able to offer users their branded instance of Intercom but if we had a way to launch their brand via JS, we could. This is a major blocker for us, as the only option we have now is to sign up to another intercom account and manually copy over all of our support docs into the other account.

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    Forum|Forum|6 months ago
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    Sandra W.New Participant

    Feature Request: Inline Images in Copilot SuggestionsSubmitted

    Hey team 👋I wanted to raise a feature gap we're experiencing with Copilot.**Current behavior:** When Copilot surfaces suggestions during interactions, it only displays text. Any images related to the topic (screenshots, diagrams, product visuals, etc.) are not shown inline — agents have to manually navigate to the source document to find them.**What we'd love to see:** Copilot displaying relevant images *within* the interaction panel itself, alongside the text response. This way, agents don't have to context-switch to a separate document mid-conversation.**Why it matters:**- Reduces handle time — agents stay focused on the conversation- Improves accuracy — visual context helps agents guide customers better- Better agent experience — less friction, fewer tabs to juggleWould love to understand if this is on the roadmap or if there's a workaround we're missing.  Thanks 

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    Forum|Forum|6 months ago
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    JMSNew Participant

    Copilot for Internal SOPsSubmitted

    We’ve noticed that Copilot currently responds to all content in a customer-facing tone. While this works well for external Help Center articles, it becomes confusing when referencing internal workflows or support processes that are not meant to be customer-facing.We’d like to request the ability for internal-only articles and SOPs to be surfaced in a non-customer-facing tone. This would allow internal guidance and “how-to” documentation to be presented in a way that is clearer and more actionable for agents, rather than framed as if it’s addressing a customer.

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    Forum|Forum|6 months ago
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    LouiseKleinNew Participant

    Accessibility: VoiceOver does not recognizes Intercom buttonsSubmitted

    A visually impaired user reached out to us to report that on iOS, the Intercom Messenger chat interface does not play well with VoiceOver. Screen reader users cannot hear or select buttons or interact with the bot's workflow options because they lack proper accessibility labels.

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    Forum|Forum|6 months ago
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    Joe HaighNew Participant

    Intercom MCP Server - retrieval of articlesSubmitted

    I’d like to be able to read and list articles and read the contents of the articles for integrating with our own in-product AI offering for customers.

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    Patrick H12
    Forum|Forum|6 months ago
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    RobinSNew Participant

    Allow custom AI agent names to appear in reportsSubmitted

    Currently, when we customize our AI agent's name in Fin AI Agent → Identity, this name only appears in the Messenger and workflow messages. However, all reports still show "Fin AI Agent" regardless of our custom naming.We'd like the ability to have our custom AI agent name appear consistently across all reports, not just in customer-facing interactions. This would help with internal reporting clarity and brand consistency when sharing analytics with our team.Expected behavior:When we set a custom name for our AI agent (e.g., "Support Bot"), this name should appear in:Built-in Fin AI Agent reports Custom reports that reference the AI agent Any other reporting interfaces where the agent is mentionedThis would match how the custom name already works in the Messenger experience.

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    Forum|Forum|6 months ago
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    Lauren GriffithsNew Participant

    Control teammates inbox settings and filters as a managerSubmitted

    It would be great as managers if I can ensure every teammate is viewing their inbox in the correct way (i.e filtering by ‘waiting since’ and in ascending order) rather than letting agents control this themselves. Either having default settings that are always used, or having the ability to control their inbox as a manager.

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    Forum|Forum|6 months ago
    Nathan Sudds
    Top Expert ✨
    Nathan SuddsTop Expert

    Import/Sync Notion for Public Articles in the Help CenterSubmitted

    It would be great to have an option to import articles into the Intercom Help Center, currently the sync/import option only allows Notion content to be imported as Internal Articles without the ability to convert these to Public Articles.  Due to the lack of ability to collaborate on article editing in Intercom, we’ve worked with consulting clients to build out their articles and go through the review process in Notion.  Ideally we’d be able to import these directly to Notion including creating Collections from the Notion database as well -- bonus if we could sync them so that updates in Notion would push as updated revisions in Intercom when set to a status like published.  Having this functionality without having to build something custom would be ideal especially since Intercom already has the Notion sync functionality. 

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    Forum|Forum|6 months ago
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    Jean-Denis CoffreNew Participant

    Synchronize verified articles of Notion databaseSubmitted

    Today Intercom allow users to sync up the public and the internal articles with a Notion database. The issue is that most Notion database contains outdated articles. This leads Copilot and Fin AI to provide wrong advises.Notion provide a native feature to encourage the verification of articles: https://www.notion.com/help/guides/verify-knowledge-your-teammates-can-trust-with-page-verification Then verified articles holds a badge ‘Verified’. This is then very easy using Notion API to filter verified articles only. Having the possibility to automate Intercom articles on verified Notion page would be a great feature to improve the answers of Intercom AI.Note that this is possible to select manually articles from a Notion database but the maintenance of the page to synchronize is way to costly for medium / large companies.

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    Forum|Forum|6 months ago
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    Patrick Mc KennaNew Participant

    Transition to WhatsApp Message EditSubmitted

    Hi When a customer starts a new chat in the messenger, they are offered to continue the Chat in WhatsApp (if you have  registered a WhatsApp Channel and have enabled the setting: ‘Offer to switch to WhatsApp’)The transition message is “You can continue the conversation on WhatsApp instead." and a button with label “Continue on WhatsApp"I think it would be a nice touch if we could customize this transition message. Currently it is fixed at “You can continue the conversation on WhatsApp instead." and it is not editable. I would like to write it a little more user friendly. ie: You have the option to continue this chat on WhatsApp. If you won’t want to do that you can simply keep writing here or type “No Thanks". Or something similar. Just to make it clear that the end user does not have to use WhatsApp if they don’t want to.  Admittedly, this is a nice to have ​​​​​​​

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    Forum|Forum|6 months ago
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    Vladislav DereticNew Participant

    Add support for "Regular Expressions" in Outbound message rulesSubmitted

    Dear Intercom team,We would like to request the ability to use regular expressions when creating outbound communication campaigns, targeting audience by Current Page URL in outbound messages.At the moment, Current Page URL targeting only supports filters such as is, contains, starts with etc..  This creates limitations when: URLs contain dynamic numeric IDs We need to target a specific range of IDs We want pattern-based targeting without creating multiple OR conditions We want to avoid engineering workarounds (e.g., custom attributes) For example, we want to target only a specific subset of courses on our Learning Management System (e.g., courses with ids between 123 and 153), but since Current Page URL is a string, without regex, or, the ability to treat IDs in URLs as Numbers allowing us to use comparison operators on URLs, this becomes difficult or requires engineering changes, especially if we are running tens of courses on our platform.The difficulty in this scenario is also that we cannot afford to just target all courses (e.g. contains /courses/), since many of them would have been concluded (students graduated) or many of them would have just started (i.e. we may not want to send communication to them just yet).We could see a benefit for having Regex functionality in: LMS and similar platforms with course IDs E-commerce and other platforms with product IDs SaaS apps with resource-specific URLs Adding Regex support would: Reduce dependency for segmentation and custom attributes. Custom attributes is one solution to this situation, but which would require some engineering work to ensure correct and efficient update custom attributes without creating too much overhead, especially if there are limits on how many times can a custom attribute be updated over a given period of time. Enable more precise targeting Reduce campaign setup complexity (e.g. in above scenario, we would need to manually set up tens of outbound rules to make it work for a specific range of IDs, which would soon become unsustainable if the number of products and product categories grows in the future. Prevent potential errors from large OR-based rule sets To reference our example from above, if we wanted to target course URLs with IDs ranging between 123 and 153 (inclusive), with regex we could e.g. implement a rule targeting /courses/(12[3-9]|1[3-4][0-9]|15[0-3])We believe adding regex support to Current Page URL filters would significantly improve targeting flexibility for dynamic web applications and reduce reliance on engineering workarounds as well as custom attributes. Thank you very much for consideration.

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    Forum|Forum|6 months ago
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    Lo WrightNew Participant

    Ability to add Reopen/Unsnooze actionSubmitted

    This can be useful for Tracker Tickets - When adding a cross-post note to be able to add a reopen action so that conversations linked to the ticket are reopened not only in your teammates inbox but also in your own.

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    Forum|Forum|6 months ago
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    Esteban FabiaoNew Participant

    Multilingual checklist managementSubmitted

    An easier way to manage checklists in multiple languages (being able to use the same checklist to say “show the EN version to these users, the FR version to these other users” etc) would be very helpful (vs having to create separate checklists). Also, it looks like some button labels can’t be edited, as in a Checklist step, the “Mark as complete” button is a fixed, hardcoded label. To provide a consistent user experience, it’d be good to be able to show FR users a fully translated checklist, for instance (not one with “Mark as complete” amid French copy).

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    Forum|Forum|6 months ago
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    Mark WalkerNew Participant

    API support for calloutsSubmitted

    We will be migrating our approximately 800 HTML-based help articles to Intercom public articles. Presently, the articles API does not support adding callouts. We will need to manually update our articles after they are imported to add the required callouts. It would be a big time saver if the article API could be updated to support formatting callouts. I can also see this being useful in a situation where articles are exported via the API, updated with a script, and then updated by using the API. I’ve seen some other conversations in this community about teams using this approach to make mass updates to their articles, such as changing a product or feature name. If I understand how the API works, I think this workflow could remove all callouts set up in the original articles when the article body is updated. 

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    Forum|Forum|6 months ago
    Adam Bengal
    Adam BengalConnector

    Make Fin icon/badge movableSubmitted

    It would be SUPER helpful if the Intercom badge/icon in the bottom right could be moved. It’s currently blocking content on certain pages on our SaaS Cloud platform, and it’s not feasible to go through and find and adjust this display everywhere. If the icon could be manually moved (within a certain bounds) it would make many comments and complaints we receive go away. 

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    Adam Bengal
    Forum|Forum|6 months ago
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    Andrei FroniNew Participant

    Supported File types on Attachments in IntercomSubmitted

    Hello, this one should be pretty straightforward.Our clients and the nature of the system we offer Support for - Access LMS Evo - require a few specific types of files to be allowed to be uploaded on the Intercom chat. The reason for this is due to the nature of our work and the types of queries our clients are raising consistently. Very often we will be asked why these files are throwing an error, and the client will require us to test/verify/analyze these file types.The file types absolutely required to be enabled to be shared across the chat are:.har, .zip, .rar, .7zip.csv, .xlsx, .xlsThank you in advance, and thank you for your understanding. 

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    Forum|Forum|6 months ago
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    Susan MathewsNew Participant

    Tracking emoji feedback as filterable attributesSubmitted

    Currently, when customers provide negative emoji ratings without written feedback, there's no way to identify and track these dissatisfied customers. This creates a gap in understanding customer sentiment and prevents proactive follow-up with unhappy customers who chose not to elaborate on their concerns.Request - Make emoji ratings available as a filter option in conversation views.This will allow custom views that show all conversations with negative emoji ratings for daily tracking

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    Forum|Forum|6 months ago
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    Jill BraggConnector

    Adding "Time Between Public Comments" as an SLA MetricSubmitted

    Right now, we’re tracking first & next response SLAs on our tickets. However, it’d be really useful to be able to set SLAs for the time between each agent reply (similar to this Zendesk pausable update metric). We want our agents to proactively check in with customers as opposed to just waiting for a customer’s reply every time. Snoozing won’t be a feasible option for what we’re needing. We need to be able to track breaches when this metric isn’t met. This would also help solve for another issue we’re running into. We have tickets that are moved between inboxes pretty regularly, & when that happens there’s no SLA timer running on them. This is because when the ticket’s transferred, the agent adds an initial public comment to give a warm handoff. If these “pausable” update SLAs were available we could apply them to these tickets as well.

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    Forum|Forum|6 months ago
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    Mali Parry-OwenNew Participant

    Auto-Away On A Call for Messenger voice/video callsSubmitted

    When agents are in a live conversation that then requires them to start a Messenger voice and video call, this should automatically change the agents status to Away - on a call to avoid a second auto-assigned conversation happening. When the Messenger call ends, this should auto-change the status back to active to avoid the agent being in the wrong status for too long.

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    Forum|Forum|6 months ago
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    Dennis MarkgrafNew Participant

    Change the text in the Intercom CSAT requestSubmitted

    We want to change the text, that is shown in the box of a triggered intercom CSAT request

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    Forum|Forum|6 months ago

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