Product Wishlist | Community
Skip to main content

Your Guide to Joining the Beta Group & Navigating the Product Wishlist

Join the Beta Group 🎉 You can now join the Beta Group and get exclusive early access to product betas, share feedback and contribute to shaping the In...

    Idea Pipeline

    Filter by idea status

    Browse by category

    3482 Ideas

    Back to top of the list
    Aleksei O
    Super User ✨
    Aleksei OSuper User

    Branches before step A of the workflowSubmitted

    Hey team! This is something quite straightforward, but I thought I’d share it anyway: I’m building multilingual workflows based on the user's browser language and currently have to make duplicates for other language versions since I can only start applying conditions after the initial message (Path A) I would ideally prefer to have different language versions within one workflow as it allows better language/version control. 

    0
    Aleksei O
    Super User ✨
    6 months ago
    Oscar JimenezNew Participant

    Weekly QA samplingSubmitted

    Assign X random conversations per teammate for review (including phone calls and Fin not involved)I need some kind of tool that assigns an specific amount of conversations from my teammates for my review on a weekly basis. Some of these conversations are phone calls, some of them do not have 2 messages from Fin nor 2 responses from the customer.Monitors is a great tool, but it only works for conversations with at least 2 messages from Fin and 2 messages from the customer, and I need a sample of all conversations, not only those with the previous criteria.

    0
    6 months ago
    Susan MathewsNew Participant

    Trigger a Workflow when a user attribute changesSubmitted

    Today, Workflows can’t be started just because a user/ticket attribute changes. It would be really useful to have a trigger that fires a Workflow when a specific attribute is updated (for example, “plan”, “status”, “region”, or a custom attribute). This would let us automate follow-ups, routing, or internal actions based on attribute changes, without needing a customer message or other event.

    2
    6 months ago
    Jay LangridgeNew Participant

    Label Product Tour Steps in the builderSubmitted

    When discovering issues with Product Tours, it tells you which step they failed on, e.g. ‘Step 7’ but the steps in teh builder aren’t labelled as such. It would make it so much easier if they were when making edits, additions, and finding errors, etc.

    0
    6 months ago
    Joris WitkampNew Participant

    Add more ways to fix: "Fin did not try to answer because the sender could not be authenticated"Submitted

    When Fin is deployed over E-mail there is a DMARC security (setting) before Fin will answer to the e-mail. In my case; like 20-30% of the incomming e-mails aren’t getting answered because of this problem:  "Fin did not try to answer because the sender could not be authenticated"Fin escalates the conversation immediately, even when Fin could answer the e-mail so easily.  Right now, there aren’t any options to troubleshoot this problem or any triggers to solve it automatically. So my question is: Can you guys find a way to automate the process what fixes the error and so can Fin the e-mail that was sent in the first place? 

    0
    6 months ago
    Jess GallantNew Participant

    Force the "ask" feature to ask for permission before updating Fin instructionsSubmitted

    Edit: seems like despite it saying it’s making an update, it does ask for confirmation once it’s finished the proposed update. The thought process as it loads give the impression it’s going to make the update without confirmation,Just like with Claude, the ask feature is too eager to make changes to things. I want guardrails in place that it always asks before updating procedures, guidance, etc rather than just updating itself and having to click “stop” before its too late. 

    0
    6 months ago
    Ashley YauNew Participant

    Allow to select ticket state when converting a ticketReleased

    Sometimes, we decide to convert an email conversation into a ticket in the middle of an ongoing conversation. It feels odd to the customer when they see an email notification that a ticket is created under a submitted status, as they have already been in touch with us. I wish we could select the ticket status while converting it 

    2
    Paul D
    6 months ago
    Alex M.
    Alex M.New Participant

    Anyone Else Noticing that Intercom Phone has a UK dial tone?Released

    Is anyone else noticing that the Intercom Phone, when customers call, when it's connecting it sounds like the UK Dial Tone (https://www.youtube.com/watch?v=0aJYmQp4Q7U) and not a US dial tone (https://www.youtube.com/watch?v=j2Hck4Bmifw)I understand Intercom is compatible in other countries but how can we establish a clear US based ring?

    5
    Paul D
    6 months ago
    Niklas HambüchenNew Participant

    Participants list: Sort customer users before our own staff based on domainSubmitted

    When showing users (e.g. in the conversation list and in the "User" column), when there are multiple users, it should prefer to show the customer's user, not users from our own domain (which appear e.g. when replying or forwarding via email), so that one can see who the customer is. Right now we have the problem that when one of our team forwards an email to Intercom or replies via email, they show up as colleague@example.com, and in the conversation list, often that then shows up as the primary users. This means we cannot easily see in the conversation list who the actual customer is; instead we see primarily our own colleague. It would be great that if Intercom could solve it like this: In the conversation’s participants list, sort users that are not from our own email domain _before_ users that are from our email domain.For example, if our email domain is @example.com, and the participants list is [me@example.com, colleague@example.com, customer@company.com], it should sort it as [customer@company.com, colleague@example.com, me@example.com], so that customer@company.com is the first one that determines what’s shown in the conversations list (“customer@company.com and 2 others” is a lot more useful than “me@example.com”).

    0
    6 months ago
    WestleyNew Participant

    Allow end users to subscribe to Help Center article updatesSubmitted

    SummaryLet customers subscribe to Help Center articles and receive a notification when that article is updated. Today, once an article is published, there's no built-in way for readers to know when it changes. This forces customers to either re-check articles manually or rely on us to broadcast every update through other channels.Use caseOur Help Center hosts articles that change as products, firmware, and integrations evolve. Examples include known issue trackers, device compatibility lists, troubleshooting guides, and changelogs. Customers actively rely on these articles to stay current on the state of their deployments.When we update one of these articles (for example, marking a known issue as resolved, or revising a workaround), the customers who care most about that article have no way to find out. They either keep checking back, or they file a support ticket asking for status, which creates avoidable inbound volume for the support team.Proposed behaviorAdd a "Subscribe to updates" or "Notify me of changes" option on each Help Center article, visible to logged-in and anonymous readers. Anonymous readers enter an email address to subscribe. Logged-in / identified readers can subscribe with one click. When an article is meaningfully updated (admin-triggered, not every minor save), subscribers receive an email notification with the article title, a short summary of what changed (optional admin field), and a link back to the article. Admins can see subscriber counts per article and choose whether a given save event should trigger notifications. Subscribers can unsubscribe from a single article or from all article updates with one click.Why this mattersReduces inbound "any update on this?" tickets Keeps customers proactively informed without requiring outbound campaigns from the support or product teams Increases the value and stickiness of the Help Center as a source of truth Aligns with how other knowledge base platforms (e.g. Zendesk Guide, Notion, GitBook) already handle article subscriptionsWorkaround todayWe currently have to manually email or message affected customers when a known-issue article changes, or hope they happen to revisit the page. Neither scales. I’ve seen free page-change monitor tools like Visualping, Distill.io, or Wachete that let anyone paste in a URL and get an email/Slack notification when the page content changes, but it seems a bit ridiculous to ask customers to do this, so we will not be doing that.

    0
    6 months ago
    Carol SmithNew Participant

    Add Albanian as Supported languageSubmitted

    At the moment we’re unable to add Albania as a supported language within the help centre.Adding it would be much appreciated. Thanks!

    0
    6 months ago
    Julieta PerpetuaNew Participant

    MergingSubmitted

    Users should be able to automatically merge open conversations. Turning on ‘Prevent visitors from having multiple inbound conversations; within the messenger configuration is not enough as customers may open a conversation via email, or phone. This should be a setting to opt in or out.

    0
    6 months ago
    Peter SchöllNew Participant

    Load Messenger before cookie consent with contextual cookie promptSubmitted

    Feature request: Load Messenger before cookie consent with contextual cookie promptCurrent behavior: The Intercom Messenger is currently only loaded after a visitor has given cookie consent via a cookie banner (e.g., OneTrust, Cookiebot, UserCentrics).If a visitor declines or dismisses the cookie banner, the Messenger does not load at all.The problem: This creates a poor user experience:Visitors who decline cookies have no way to contact support or ask questions There is no visible support channel on the page Users may not realize that accepting cookies would unlock the support optionFrom a business perspective, this means:Lost support inquiries Reduced engagement No alternative communication path for privacy-conscious usersProposed solution: Allow the Messenger to load in a "cookie-pending" mode before consent is given.In this mode:The Messenger widget is visible and can be opened When a user tries to interact (e.g., start a chat), the Messenger displays a contextual message explaining that cookie consent is required A button is shown that re-opens the cookie consent dialogThis approach:Maintains visibility of the support channel Educates users on why consent is needed Provides a clear path to grant consent in context Complies with GDPR (no cookies set before consent)Technical note: The Messenger could load in a "consent-required" state and trigger the cookie banner via standard IDs or API calls, for example:OneTrust: <button id="ot-sdk-btn">Manage cookie settings</button> UserCentrics: trigger via their JavaScript API or custom elementThis would work seamlessly with common consent management platforms.How this would support our workflow:Visitors always see a support option, regardless of their initial cookie decision We can offer a consent-in-context flow that's clearer and more user-friendly Support remains accessible for privacy-conscious users who may reconsider after understanding the value Reduces friction in the customer journeyReferences: This pattern is already used by some modern support tools and is considered a best practice for GDPR-compliant UX.

    2
    6 months ago
    Melissa MacKenzieNew Participant

    Check for deleted articles during website sync, and also remove them from Intercom content sourcesSubmitted

    When website content is synced, it updates existing articles and adds new articles but does not automatically detect articles that no longer exist and remove them.  This should happen during the website sync to avoid old/invalid content from staying active within the Interocm’s content side of things.  During the sync, it should also remove articles that no longer exist.

    0
    6 months ago
    Casey MaxwellConnector

    Fixed Ratio Photo Resize in ArticlesSubmitted

    It would sure be helpful to have the “drag to resize” functionality for images in Articles. While you can manually change the width and height, or enter in your desired values, there is no “lock” between the values to help it scale with a proper ratio, leading to some wonky images. Here is the current option:  Only have the option to manually adjust the width and height with values...not dragging the image. Best use case: I add an image to an article, and then can drag/pull the corners to scale the image up or down to fit the content. This prevents accidentally breaking the image or making it wonky. We’re not all designers who know the ins and outs of image scaling and sizing rules, and the usability here would be great to allow documentation teams to self serve without bugging the design team for visual issues. Thanks for considering!

    1
    6 months ago
    Roy
    Top Expert ✨
    RoyTop Expert ✨

    🚀 Feature Request: Evolution of Fin — From "Answer Engine" to "Knowledge Architect"Submitted

    The end of the static Knowledge Base is here Currently, Fin is the best in the business at retrieving answers. But even the best librarian is limited by the books on the shelf. To win the AI race, Fin needs to stop just reading the library and start building it. 🏗️ The Vision: The "Self-Healing" Support Ecosystem 🧠 Right now, the Knowledge Base (KB) is a bottleneck. It’s manually written, often out of date, and disconnected from the "grit" of real-time customer struggles. The Future: Fin shouldn't just be an "Answer Engine"—it should be a "Knowledge Architect." 🏛️ How it Works (The Unlocked Power): Real-Time Knowledge Mining 💎: Fin should analyze every live conversation. When it identifies a successful resolution to a problem not in the KB, it should flag it instantly.   Autonomous Article Drafting ✍️: Instead of a Support Manager spending hours writing docs, Fin should "draft" a new KB article based on the transcript of a perfectly handled chat or update existing.   Semantic Refresh 🔄: If customers start using new slang or technical terms for an old problem, Fin should update the tone and keywords of existing articles in real-time to match the actual language of the user.   Gap Identification 🔍: Fin should proactively tell us: "I’ve seen 15 people ask about [X] in the last hour; we have zero documentation on this. Should I create a draft?"   Why This is the Intercom Moat 🏰  Velocity Beats All ⚡: Competitors are still asking humans to manually update "Help Centers." If Intercom can offer a Self-Optimizing Knowledge Base, it will reduce the "Human-in-the-loop" requirement to a simple "Approve" button.   Accuracy at Scale 📈: By using Conversations as the Source of Truth, Intercom should ensure that Fin is never hallucinating based on 6-month-old data. It learns from what worked five minutes ago.   The Growth Play 🚀: This transforms Intercom from a "support tool" into a Product Intelligence Engine. Intercom not just resolving tickets it’s mapping the customer’s pain in real-time.   The "Mic Drop" Moment 🎤💥 By turning Fin into a Knowledge Architect, Intercom creates a platform that literally gets smarter with every single message sent. Let’s stop answering questions and start building the future of collective intelligence. ✅BTW: I’m aware Intercom has Content Gap Recommendations, but currently, that feature is a patch for the bot. It identifies where Fin failed so you can feed it a snippet to stop the escalation. My vision for a Knowledge Architect is different: it’s not about 'fixing Fin'; it’s about using the 'grit' of live conversations to automatically evolve the Help Center articles themselves. Intercom just trains an AI Agent; It should be using AI ensure that public knowledge is a real-time reflection of the product, written in the customer’s actual language. Stop Hiding Knowledge Gaps in the "Reports" Basement. 🏢📉Currently, most AI "insights" or "content gaps" are buried in an Analytics dashboard. A true Knowledge Architect lives when and where the work happens.Cheers,Roy 🇬🇧

    0
    Roy
    Top Expert ✨
    6 months ago
    Sebastian KreutzNew Participant

    Add possibility to choose fro´m all attributes to copy into MacroSubmitted

    I would like to have the possibility to include additional Attributes into a Macro Text.We would like to use a Macro to sum up all ticket information in order to hand it over to our DEVs in Jira. But therefore I would appreciate, if I could fill in additional attributes - other that People, App, Event, and Company - into a Macro.Also Fin and Conversation attributes would be needed.I hope, that this is something that could be done. 

    0
    6 months ago
    Roy
    Top Expert ✨
    RoyTop Expert ✨

    Feature Request: ✨ AI-Powered Semantic Prioritization & Smart SortingSubmitted

    Hi Intercom Team 👋🇬🇧, ℹ️ Feature Request: ✨ AI-Powered Semantic Prioritization & Smart Sorting 🤯 The Problem: Chronological BottlenecksCurrently, conversation sorting is limited to chronological or rigid SLA-based metrics (e.g., "Last activity" or "Next SLA"). In a high-volume environment with 30-40 open chats, this "dumb" sorting treats a simple "Thank you" with the same urgency as a "System Down" emergency. Agents waste significant mental energy manually triaging lists to find critical issues, leading to burnout and delayed responses for high-value customers. ✍️ The Solution: Semantic AI SortingWe propose adding a ✨ AI Priority sorting option to the conversation management dropdown. This feature would utilize a "Middleware Triage" to analyze the intent and sentiment of every incoming message in real-time. 😇 Dynamic Triage: The AI automatically identifies and bubbles up frustrated users or high-intent leads (e.g., "Payment failed" vs. "Just checking in").✅ Seamless Integration: A new "AI Recommended" sort option should be placed at the top of the existing sorting menu. 🍳 Low-Level Effort: This can be implemented using existing LLM APIs (like Gemini) to return simple priority tags (e.g., priority: high) without restructuring the entire database. 👔 Why This Matters for the Product Efficiency: Agents move from "First-In-First-Out" to "Value-First" processing, ensuring the most impactful tasks get immediate attention. Customer Retention: High-urgency tickets are resolved faster, directly reducing churn risk for frustrated users. 🏦 Scalability: As chat volume spikes, AI sorting acts as an automated supervisor, preventing critical messages from being buried in the "Documentation Black Hole. Cheers,Roy 🇬🇧

    1
    6 months ago
    Mari UchidaNew Participant

    When a conversation shows "seen by", display the email of the customer that opened itSubmitted

    When a conversation shows “seen by” right now it does not detail which participant in the conversation has opened the email. Ideally, there would be the ability to show the list of all participants to display whether each person has opened the conversation. Sometimes we are attaching internal company personal emails to conversations to ensure that our team knows we have completed a reach out. But if the internal employee opens the email, we’re unable to see if the customer actually opened the email. 

    0
    6 months ago
    Lo WrightNew Participant

    Within Workflows messages from 'Author name' to be the teammates name rather than FinSubmitted

    We have a check-in automation workflow for emails so we can close them and they get a few check in emails spaced out to confirm resolution. These check in emails within the workflow are from ‘Author name’ which is always Fin it’d seem a lot more personal for the users if we could have this as the teammates name from the conversation rather than Fin. This or another option to add in ‘Teammates Name’. 

    0
    6 months ago
    Tiaan FourieNew Participant

    Preview 'X' in a post builderSubmitted

    It would be good to show the 'X' (top-right) on the post preview/builder before setting it live. Had to test one in prod with me being the only audience member to ensure the user has a way to exit the post without the CTA link button being the only way out.

    0
    6 months ago
    Gustaf WikingNew Participant

    Set an opened message as unread againSubmitted

    IT would be nice to be able to set a message as unread after reading, if you don’t have time to answer right away.

    0
    6 months ago
    David WoozleyNew Participant

    Change font colour for Dismiss button on BannersSubmitted

    Request: give the option to change the font colour for the dismiss X button on banners etcUse case:One of our customers has been in touch to flag up that the dismiss X button on our banners disappears when she switches on accessibility modes in Windows 11. The customer is using the ‘Desert’ visual theme to improve contrast on her system, as she is visually impaired.As you can see from the screenshot, the X button on our banner is no longer visible. Giving us the option to change the button to a black font or similar may fix this. 

    0
    6 months ago
    Matthew Moy de VitryNew Participant

    Converation: Quick reassign to previous assigneeSubmitted

    Many conversations are a shared responsibility between team members as we try to resolve an issue. In such cases, we use “assign to” after writing a message, so that team mate sees the message in their inbox. It would save us a lot of keystrokes if there was a quick action to “assign conversation back to previous assignee”, or if that was at least possible via a macro.

    0
    6 months ago
    Sander BrijerNew Participant

    Add Drop Shadow Option for Images in Article EditorSubmitted

    When inserting images into Intercom articles, there is currently no option to apply a drop shadow effect. A shadow helps images stand out from the white article background, giving them a more polished, professional look, especially useful for screenshots, product UI captures, and diagrams that would otherwise blend into the page.We'd love to see a simple shadow toggle or style option in the toolbar (similar to how you can align or resize an image).Expected benefit: This would improve the visual quality of help articles and make it easier for customers to distinguish UI screenshots from the surrounding content, reducing confusion and improving readability.

    0
    6 months ago
    Show more activity

    Browse by category

    • Product Areas & Popular Topics
    • Core Inbox
    • Data
    • Fin & AI
    • Integrations, API & Custom Actions
    • Intercom Community
    • Knowledge & Help Center
    • Messenger
    • Mobile Conversations App
    • Omnichannel (Whatsapp, Facebook, Instagram, X, Switch)
    • Phone
    • Proactive Support
    • Reporting
    • Security & Compliance
    • Third-party Apps & Plugins
    • Tickets
    • Workflows
    • Workload Management (Conversation Assignment)
    • Expert VOC
    Terms & ConditionsAccessibility statement