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🎅 How to prepare your Fin AI Agent for Christmas 🎅

16 days ago

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2 years ago

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AhuraNew Participant

Restore Touchscreen Navigation and S Pen Support in Intercom InboxSubmitted

I'd like to request that Intercom restore and improve touchscreen navigation and S Pen compatibility in the Inbox interface, specifically on my Samsung Galaxy S24 Ultra.What worked well before:Two or three years ago, using Intercom with the S Pen on Samsung Galaxy devices was an excellent experience. It was more precise and convenient than regular touch controls and significantly improved my productivity.Unfortunately, S Pen interactions deteriorated so badly last year that I eventually stopped using the pen entirely.What has changed recently:Over the past 10 days, recent UI updates have also significantly degraded regular touchscreen interactions on my Samsung Galaxy S24 Ultra.Scrolling to the top or bottom of certain menus and panels no longer works properly. I sometimes have to select text and drag it up or down just to reach menu options. Touch navigation feels less responsive, less accurate, and less reliable overall. The only noticeable improvement has been the ability to swipe certain notifications, such as connection and disconnection alerts, sideways.What I'm requesting:Please restore smooth, accurate touch scrolling across all menus and panels, fix the interaction issues introduced by recent updates, and bring back reliable S Pen support.Touchscreen and stylus compatibility should improve with new releases, not become less usable. These changes have had a direct negative impact on my daily workflow.I would genuinely appreciate it if the product team could review this feedback and share whether improvements or fixes are planned.Thank you for taking this seriously.

13 days ago

ImmortalNew Participant

Support Hyperlinks in Macros with Fill-in FieldsSubmitted

I really like the new fill-in fields feature for macros! It would be great if we could also use it to add hyperlinks to specific words or phrases, or use simple HTML markup to achieve this.For example, the macro text could contain the word “link” and a fill-in field for the URL. After applying the macro and entering the URL, the word “link” would become clickable in the final reply, keeping messages clean and professional.

13 days ago

Eric PluskotaNew Participant

Make FIN always reference specific sections from articleSubmitted

Product idea: "Always Surface" markers for AI-highlighted article sectionsThe problemWhen AI assistants answer questions from articles, they pick which parts of the content to use. Authors have no control over this. A critical section (a warning, a prerequisite, a pricing caveat, a key step) can get skipped or buried, even though the author knows it must always reach the reader.The ideaLet authors mark a specific section of an article as "always highlight." Whenever AI draws on that article, it must include or prominently surface the marked section in its answer, instead of treating it like any other text.How it could workIn the editor: the author selects a section and applies a flag, such as a "Highlight for AI" toggle, a callout block, or a tag. Behind the scenes: the marker is stored as metadata on that section, so retrieval and answer generation can see it. In the AI's answer: if the article is used as a source, the flagged section is always quoted, summarized, or linked, and visually distinguished (for example, "Important:"). Optional controls: a priority level (must include vs. should include), and a trigger scope (always, or only for certain topics or questions).Who benefitsAuthors and content teams get control over what's non-negotiable. End users get critical information instead of a partial answer. Support and compliance teams get fewer errors caused by missed warnings or caveats.ExampleA help article on connecting a data source includes the section "You must be an admin to complete this step." Flagged as always-highlight, the AI includes that line whenever it answers a question about connecting a data source, so users don't hit a dead end.

14 days ago

melisballikayaNew Participant

Fin usage limits per audience (e.g., free trial vs paid users)Submitted

Right now, Fin AI usage limits (alerts and hard limits) are configured at the workspace level. This means all users — regardless of plan or segment — share the same usage budget. For teams rolling Fin out to different audiences (for example free trial users vs paying customers), it would be very helpful to set separate usage limits per audience or segment.Example use case:Free trial users: lower monthly Fin outcome limit Paid customers: higher monthly Fin outcome limitThis would allow teams to safely enable Fin for larger audiences without all users competing for the same usage budget.

14 days ago

Sarah ShattoNew Participant

Being able to adjust the frequency of emails to customersSubmitted

As of right now, Email notifications are sent 3 minutes after a teammate reply if the customer hasn’t seen the message in the Messenger, and multiple replies are grouped into a single email after a short pause. The only setting around this is to either enable or disable notifications. I’d like to see the ability to either extend the time past 3 minutes, or adjust some other frequency related sessions. We regularly have users complain about the amount of emails sent to them for intercom chats.

14 days ago

GemmaBNew Participant

Minimise button on chatSubmitted

Customers would like to be able to minimise the chat while working or be able to move it so they can still continue to work. Currently the only way to do this is to click the back button then the cross to minimise, very clunky.

14 days ago

RossBurrowNew Participant

Quicker way to add a link to an article from the inbox/message composerSubmitted

Sorry if this has already been suggested, it is similar to this request, but slightly different. When composing a message, sometimes its best to add a link to the article in our help centre instead of inserting the article. Currenty, from the inbox or when composing a message, we need to open the help center, search for the article, copy the url and paste, but it should be easier. Here are some suggestions that may help...This request - if we could copy the URL and/or insert the article title as text in the message and it is already linked to the article.Similar to how the Knowledgebase Article editor works, if we had the functionality to highlight a text, click the link icon and either paste a URL (if external site) or search our existing articles Via a shortcut, but I think this would be more complicated

14 days ago

Kelvin TamNew Participant

Dataset Export - preset columnsSubmitted

I understand that we can set up regular reports, but for more one off exports, where we know most of the preselected columns won’t be used, it would be good if we can save column settings instead of manually selecting and unselecting each column.

14 days ago

David BloxhamNew Participant

Help Centre content block - Target by audienceSubmitted

The requestI'd like to show different Help Centre home-page content blocks to different people, using the same audience rules Intercom already offers on articles and Outbound messages. To make that work, I'd need:More than one content block on the home page. An audience setting on each block (Visitors, Leads, Users, or user attributes and segments), checked when the page loads. Per-language text for each block, as there is now.How we would use it"Can't log in?" block, for visitors only. People who aren't signed in are often stuck at login, MFA or an invitation. This block would send them to the access and support articles. Signed-in users don't need it. "Operational support" block, for a specific set of users. For example, customers on our operational support service, targeted by a company or user attribute. It would point them to the support routes and guides for their service. Other customers shouldn't see it. "Learn the Lavanda PMS at Lavanda University" block, for signed-in users only. The button opens a LearnUpon self-registration link.WhyOur Lavanda University block links to LearnUpon shareable group invite links. Anyone who opens one can register and is enrolled straight into our learning journeys. The Help Centre is public, so any visitor can see the block today. That includes people who aren't customers, which makes our training open to anyone who finds the page. Lavanda University is training for people who use our product, so the way in should only be offered to them. At the moment the content block is a single site-level setting. It's either on for everyone or off for everyone, so we can't make it safe without removing it altogether. The same limit stops us using the home page for visitor-only help, such as login problems, or for messages meant for one customer group.What we've triedOutbound Banners. They support audience targeting, but they appear as a strip across the page, not as part of the Help Centre layout. They're also built for announcements rather than permanent signposting. A home-page article list with audience-restricted articles. It hides articles from the wrong audience, but it's a list of links. It isn't a block with a heading, a description and a button.What it would give usA home page that fits whoever is looking at it: help getting in for visitors, the right support routes for each customer group, and training links only for customers. Today everyone sees the same thing.

14 days ago

Taylor ZormanNew Participant

Include Intercom conversation link in Slack side conversation messagesSubmitted

ProblemWhen a side conversation is started in Slack, there’s no direct link back to the originating Intercom conversation. Teammates in Slack can’t easily jump into Intercom for full context or to take action.Proposed solutionAutomatically include a clickable link to the Intercom conversation in the initial Slack message (or thread metadata).OR allow macros to have access to the conversation data so I could make one for the side conversation and macro quickly Here is the Intercom conversation link.Why this mattersFaster context switching for support teams Reduces manual copy/paste of links Improves collaboration between Slack and Inbox usersCurrent workaroundManually copying and pasting the conversation URL into Slack each time.

14 days ago

LukaPNew Participant

Mark conversations as unreadSubmitted

A person from customer should imo be able to mark a conversation as unread, even if they are not tagged in the convo

14 days ago

Luis CarrascoConnector

Setting Brands in the workflowsSubmitted

Brands can only be associated with email addresses or URLs, but what about if you know someone is contacting you in your general help center, about a specific brand, and you want to set that brand for that messenger conversation? At the moment is not possible, it would be extremely beneficial for companies that have different brands, and different help centers for each brand, this way we can make Fin understand which is the help center he needs to use to reply to the customer’s queries.

14 days ago

Dahlia De DeynNew Participant

Allow End-Users to Customize/Rename Chat TitlesSubmitted

We would like to request a feature that allows end-users (our clients) to edit and customize the titles of their support conversations in the Intercom Messenger interface.

14 days ago

Doug AyersNew Participant

[Bug] Updating article with API removes table stylingSubmitted

SummaryWhen an article is created or updated through the REST API / MCP then the `style` attribute on table <td> tags are removed, undoing styling that was applied in the web editor to customize colors or widths. Steps to ReproduceUse the Knowledge web editor to create an article with a table, assign colors the to the column headers and adjust the column widths. Use the REST API / MCP to retrieve the article HTML, note that the retrieved article’s body contains the `style` attribute defining background-color and width on the <td> tags. Use the REST API / MCP to re-save the article as-is. In the web editor refresh the article and note that the table styling was removed. Use the REST API / MCP to retrieve the article HTML, note that the retrieved article’s body no longer contains the `style` attribute on the <td> tags. Expected ResultThe `style` attribute on the <td> tags defining the background-color and column width is preserved. Actual ResultThe `style` attribute on the <td> tags is removed. Example Step 1 Example Step 2<div class="intercom-interblocks-table-container"> <table role="presentation"> <tbody> <tr> <td style="background-color: #d7efdc; width: 320px;"> <p class="no-margin">Header 1</p> </td> <td> <p class="no-margin">Header 2</p> </td> </tr> <tr> <td style="background-color: #e8e8e8; width: 320px;"> <p class="no-margin">Lorem ipsum dolor sit amet</p> </td> <td> <p class="no-margin">Sed ut perspiciatis unde omnis iste natus error</p> </td> </tr> <tr> <td style="width: 320px;"> <p class="no-margin">Ut enim ad minima veniam</p> </td> <td> <p class="no-margin">Consectetur adipiscing elit</p> </td> </tr> </tbody> </table></div> Example Step 4 Example Step 5<div class="intercom-interblocks-table-container"> <table role="presentation"> <tbody> <tr> <td> <p class="no-margin">Header 1</p> </td> <td> <p class="no-margin">Header 2</p> </td> </tr> <tr> <td> <p class="no-margin">Lorem ipsum dolor sit amet</p> </td> <td> <p class="no-margin">Sed ut perspiciatis unde omnis iste natus error</p> </td> </tr> <tr> <td> <p class="no-margin">Ut enim ad minima veniam</p> </td> <td> <p class="no-margin">Consectetur adipiscing elit</p> </td> </tr> </tbody> </table></div>

14 days ago

Tonje Ness MeinhardtActive User

Outbound Call Timer for AgentsSubmitted

We would like to suggest adding an outbound call timer that starts counting as soon as an agent places a call to a customer.Many contact centers have internal guidelines for how long an agent should let an outbound call (callback) ring before ending the call if there is no answer. Having a visible timer during the ringing phase would make it much easier for agents to follow these guidelines consistently.Example use case:Agent places an outbound call. A timer starts immediately and counts the elapsed seconds. The agent can easily see how long the customer has been called before deciding to hang up.This would improve consistency, reduce guesswork, and help agents adhere to outbound calling procedures without needing to manually count seconds or use external timers.We believe this would be a simple but valuable enhancement for teams that handle a high volume of outbound calls and callbacks.

15 days ago

Bounce EngineeringNew Participant

Choose the sending WhatsApp number in POST /messagesSubmitted

When a workspace has more than one WhatsApp number connected, there’s no way to choose which one a POST /messages WhatsApp template send comes from. The API picks a number itself, and nothing in the request or the workspace settings controls which.We have two WhatsApp numbers in one workspace, one for customer support and one for partner support. We want to automate sending partner onboarding templates, but sends through the API go out from the customer support number. The replies then land on the wrong line and the partner sees an unfamiliar number. Outbound messages and Series already let you choose the number, but the API doesn’t.Request: an optional field on POST /messages for the sending WhatsApp number, by phone number or by Intercom’s id. When it’s left out, keep today’s behavior.

15 days ago

Zenamu TeamNew Participant

Upload image in knowledge base directlySubmitted

Hi Intercom team,We'd love to see support for uploading images directly to Knowledge Base articles via the API, without having to host them externally.We've automated our entire help center documentation workflow. Whenever something changes in our codebase, our articles are automatically updated via the Intercom API, including translations.The only remaining manual step is uploading images. This is surprisingly time-consuming and prevents us from having a fully automated documentation pipeline.We know that embedding images using publicly accessible URLs is possible, but we'd prefer not to maintain a separate image hosting service just for our documentation.In the age of AI-powered workflows, where documentation can be generated, updated, and translated automatically, native image uploads via API would be an incredibly valuable addition.Ideally, we'd like to upload an image via API, have it hosted by Intercom, and reference it directly in our Knowledge Base articles, just as we can when editing articles manually.Thanks for considering this!

15 days ago

Michael LeighNew Participant

allowing font formatting for Choice field valuesSubmitted

In Macros > Insert field >Choice field no font formatting can be applied. This would be useful when the choice option needs be differentiated from surrounding text.

15 days ago

Juarez JuniorNew Participant

FIltro by company in the Ticket PortalSubmitted

It would be very interesting to be able to filter by company on the tickets page. Today it only allows you to select from a drop-down list, and it's not sorted either.

15 days ago

tommynorNew Participant

Add Ad Hoc Voice Messages Within Existing WorkflowsSubmitted

Hi Intercom team,We would love to see the ability to insert or override a voice message ad hoc within an existing phone workflow, without having to dismantle, edit, and later restore the workflow itself.Use case:There are situations where we need to communicate temporary information to callers, such as:Service disruptions or outages Planned maintenance Seasonal opening hours High call volumes Temporary operational messagesToday, the only option is often to modify the workflow structure to add or replace a voice message. This can be time-consuming and increases the risk of introducing errors into an otherwise well-functioning flow.Suggested solution:Allow administrators to add a temporary voice announcement at a chosen point in an existing workflow, with options such as:Enable/disable with a single click Start and end date/time Priority over the standard message Automatic expiration and rollback to the original flowThis would make it much easier to communicate time-sensitive information while keeping the underlying workflow unchanged.We believe this would be valuable for any team handling customer calls, particularly during service incidents or short-term operational changes.Thanks for considering this feature!

16 days ago

Jeremy HallNew Participant

Configure Slack Notification MessageSubmitted

As a Fintech, we sometimes have users send our support team PII or other sensitive data unprompted. Currently, our Slack integration also includes the user’s response when it notifies us that they responded to a conversation. Slack is not secure enough to store that kind of data, and it does not look like we can delete the notification.I would love to have the ability to customize the Slack notification message, or just have it notify us that the user responded without giving the reply message in the thread.

16 days ago

Erika KronwaldNew Participant

Converting a chat conversation to an emailSubmitted

I understand that Chat conversations that are unanswered become Emails, but our users were used to Freshdesk where we would convert the conversation to an email so they could have the data neatly in their inbox. It would be nice to change the channel type from Chat to Email to adjust the formatting to follow up. Our users tend to prefer more thorough emails, so the chat sending after the conversation is not as ideal.

16 days ago

HilaNew Participant

The ability to exclude audience in Fin's guidenceSubmitted

Hey, this would be very helpful to add the ability to exclude an audience in Fin's guidance, so it would match everyone besides X.

16 days ago

Briana M.New Participant

Reusable Fill-In Fields for Intercom MacrosSubmitted

Current experience:When creating a macro, fill-in fields must be created and named individually for each new macro, even when the same fields are commonly used across multiple macros.Requested feature:Add the ability to create and save a reusable list or library of fill-in fields. When building a new macro, users could select commonly used fields from this saved list rather than recreating and renaming them each time.Value/Impact:This feature would save time when creating and maintaining macros, reduce repetitive setup, and help keep fill-in field names consistent across multiple macros. It would be especially valuable for teams that frequently use the same types of fill-in fields across their workflows.

16 days ago

TonyFNew Participant

Let macros populate the email Subject line, not just the bodySubmitted

Right now, macros in the Inbox composer only insert body content — the Subject line always has to be typed manually by the teammate before sending, even when a macro is being used for a very specific, repeatable scenario (e.g. a closure confirmation, a verification request, a bonus/promo response).For teams sending the same categories of email repeatedly, this means every send still needs a manually-typed subject, with no consistency guarantee and an extra manual step that's easy to forget or get wrong — especially across multiple brands/languages where the correct subject wording varies.Requested feature: allow a macro to optionally carry a pre-set Subject line, so that when the macro is inserted into an email reply or new conversation, the Subject field auto-fills along with the body. This would make macros function as true one-click email templates rather than body-only snippets, and would reduce inconsistent or missing subject lines across a support team.

16 days ago

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