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    3160 Ideas

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    DominikDSNew Participant

    Native Video Recording & Sharing in Intercom MessengerSubmitted

    Today, Intercom Messenger allows text messages, file uploads, and even audio recordings. However, for technical support and software-related questions, short screen-recorded videos from customers are often far more effective than written explanations.Currently, many teams rely on external tools like Loom, requiring customers to register, record a video, copy a link, and send it manually. This adds friction and reduces response efficiency.A native video recording feature inside the Intercom Messenger — enabling customers to record screen or camera videos directly in the chat and send them instantly — would streamline support workflows, remove external tool dependencies, and significantly improve issue clarity and resolution speed.

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    Forum|Forum|6 months ago
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    Julieta AlonsoNew Participant

    duplicate Reusable workflows into ""Customer opens a new conversation in the Messenger""Submitted

    Duplicate options in Reusable WFsWe are trying to duplicate a RWF with de messenger option and its not available!!! :( If we want one now, have to make it from scratch instead of cloning it. Could you add that option on reusable ones? thanksYuli

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    Forum|Forum|6 months ago
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    Prathees RavindrakumarNew Participant

    Restrict closing conversations unless the ticket is assigned to a teamSubmitted

    ProblemAgents can currently close tickets even when they’re not assigned to a team. This makes it easy to close conversations prematurely or without proper ownership, which impacts reporting, accountability, and overall support quality. Proposed SolutionAdd an option to prevent agents from closing a ticket unless it is assigned to a team.Optionally, this could be configurable per workspace or role. Value / Benefit  Ensures every ticket has clear ownership before being closed Improves data quality for reporting and analytics Reduces accidental or premature closures Encourages better workflow discipline across support teams  Use CaseIn larger or distributed support teams, tickets often move between queues. Requiring team assignment before closure ensures the right team is accountable and that nothing slips through the cracks.

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    Forum|Forum|6 months ago
    Nico Magbiray
    Innovator ✨
    Nico MagbirayInnovator ✨

    Give us more freedom to move nodesSubmitted

    Hi Team,Coming from tools like n8n, the Intercom workflow canvas feels very "stiff". I get that the grid keeps things aligned, but it actually makes organizing complex shops harder than it needs to be.The Problem: Right now, you can’t manually group nodes or add much whitespace. This forces everything into long horizontal chains that are hard to read at a glance. To keep my screen clean, I’m forced to make dozens of Reusable Workflows just to avoid a messy canvas.The Solution: We need a "middle ground". Keep the snap-to-grid so things stay professional, but let us move nodes further apart or group them vertically.Why this helps:Faster QA: You can physically separate "Sales" paths from "Payment" paths to see how the logic flows.Easier Training: It’s easier to spot where a Handover is failing if the nodes aren't all bunched together.Better Organization: Solo managers can organize their "brainstorming" nodes away from their "live" nodes.If we can organize our logic visually, we can build and Deploy better automations without the headache of a cramped screen.Thank you!

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    Nico Magbiray
    Innovator ✨
    Forum|Forum|6 months ago
    Jessica Quinn
    Jessica QuinnNew Participant

    The ability to edit teammate's profile details for them + a role permission for this featureReleased

    It would be great to be able to edit other teammate’s Intercom profiles for them. Use case: this will help standardize Intercom profile information and lessen the back and forth administrative work currently required to ask all teammates to edit their profile to meet specific criteria + submit it for review and approval before adding them to their team. With this feature, the person with the appropriate permission (such as a manager) could go into a new teammate’s profile (such as an agent), upload their approved photo and add all relevant details for them during onboarding to Intercom. Ideally: We would be able to edit all teammate fields with the appropriate role permission  Job title and department would be configurable from settings somewhere and be a drop-down/ selectable on the profile (to keep spelling and formatting consistent across all teammate profiles in the workspace)

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    Paul D
    Forum|Forum|6 months ago
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    Nick MirandaNew Participant

    Slack Integration CSATSubmitted

    I’ve integrated Slack<>Intercom together so that clients can start conversations directly in Slack channels and Support can monitor said conversations via Intercom so nobody leaves their desired platforms.Issue is, it does not seem possible to trigger a CSAT score rating upon closing a conversation. This is ultra valuable and since these are our highest priority clients we really want to hear how they like communicating with Support and if this is an effective process. This seems to be available on a lot of channels but not Slack for some reason :(

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    Forum|Forum|6 months ago
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    alexheidiNew Participant

    Fin follow-up time adjustmentSubmitted

    currently fin follow-ups are off or on, but when on they follow-up in 4 minutes, it would be great to be able to adjust the timing.

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    Forum|Forum|6 months ago
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    Clara SommerNew Participant

    Dynamic auto replies with response time based on live backlogSubmitted

    Today, Intercom auto replies (Messenger and email) only support static text or expected reply times based on historical data (e.g. 7-day median first response time). There’s currently no way to adjust these messages based on real-time backlog or queue volume.Feature request:Allow auto replies to use dynamic variables tied to live operational data—specifically backlog size or queue depth—to communicate a more accurate estimated response time.Example use case:If backlog is low → “We typically reply within ~1 hour.”If backlog is high → “We’re experiencing higher volume and expect to reply within ~24 hours.”Why this matters: Sets clearer expectations during traffic spikes Reduces follow-up messages like “Are you there?” Improves customer trust and transparency Helps teams avoid manually updating auto replies during busy periods Suggested implementation ideas (flexible): Variables such as {{estimated_reply_time}} driven by backlog thresholds Rules like “If open conversations > X, show Y response time” Availability in both Messenger and email auto replies This would significantly improve expectation-setting compared to static messages or historical averages that don’t reflect real-time conditions.

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    Forum|Forum|6 months ago
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    Sofia MaconiNew Participant

    Fin Attributes - ability to redetect only on Fin closure (not teammate closure)Submitted

    I want to be able to set the redetect on closure for Fin and for teammates separately. For example, I want to be able to set up an attribute to be redetected upon Fin closure but not teammate closure. The reasoning here is that we want to rely on Fin to set the attribute when a human is not involved, but when a human is involved, we want to trust the human. 

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    Forum|Forum|6 months ago
    Nico Magbiray
    Innovator ✨
    Nico MagbirayInnovator ✨

    Allow Fin to "Loop Back" or Return to Previous Workflow NodesSubmitted

    Hello Intercom Community!I’ve been building complex automated shops using Fin and Workflows, and I’ve noticed a significant limitation in the current "Let Fin handle" node. Once a user is inside the Fin flow, it often feels like a "dead end" for automation. Currently, Fin can only resolve the chat or escalate to a teammate.The Problem: There is currently no built-in way for Fin to guide users back to previous paths or nodes within the same conversation flow once the AI is active. For example, if a user finishes browsing product details with Fin but wants to go back to the main menu buttons to start a different process, they are stuck unless a human intervenes.The Proposed Feature: "Automation Loop-Back" I would love to see an option within Fin's guidance or node settings that allows for a "Start Over" or "Go Back" trigger.Key Functionality: A specific command in Fin's guidance (e.g., "If the user wants to start over, hand back to [Node Name]") that re-triggers a previous part of the workflow.Why it matters: This would make Fin truly modular. It would allow us to build "circular" experiences where users can bounce between AI-powered information gathering and structured, robot-led data collection (like order forms) without the conversation feeling broken.Current Workaround (The Tip): Until this is a native feature, I’ve found that the best "fix" is to use Handover Paths connected to Reusable Workflows. By forcing Fin to "Hand over" after a specific intent, you can land the user back into a fresh workflow node that presents the menu again.Has anyone else found a better way to let users "navigate" backward while talking to Fin?I’d love to hear your thoughts!

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    Nico Magbiray
    Innovator ✨
    Forum|Forum|6 months ago
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    Shanna AndersonNew Participant

    Allow merge of two leadsSubmitted

    Our database is not linked to Intercom and we cannot upload a list of users because we deal with PHI so need to limit contact information to those we correspond with, so ALL contacts are leads. We have many, many duplicate leads and need to be able to merge them so all of their conversations (phone, emails, tickets, etc) are together. 

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    Forum|Forum|6 months ago
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    Shanna AndersonNew Participant

    Ability to change lead to user manuallySubmitted

    The problem is two fold, this ticket focuses on the second point below:Intercom only allows the merge of duplicate leads into users (which will get it’s own ticket) Currently a lead is only changed to a user if the system detects an account has been created, or if we import a list of users. We do not currently have our database linked to Intercom and deal with PHI so it is important we keep data sharing to as needed, so importing a full list isn’t ideal.We should be able to manually change leads to users so that we can then merge duplicate leads into the matching user. 

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    Forum|Forum|6 months ago
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    NataliNew Participant

    a "Past month" option added to the date range dropdown for reports.Submitted

     Very often, mostly, we need to check report for the previous month, and so every time need manually select it from the date rangePlease, add Past month option to the date range in drop down menu for reports 

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    Forum|Forum|6 months ago
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    Joanna MooreNew Participant

    Customizable reports for Help Centre articlesSubmitted

    Im looking to understand the performance and utilization of help centre article so i can understand how they’re performing. Also to be able to segment views by the customer data I’m flowing into Intercom. Therefore, similar to how we’re able to create customizable reports to review Conversation and Ticket data, I’d also like to be able to review Article data in this way. The Legacy report is a starting point but doesn’t have enough customization or filter options to make it valuable to understand how well the information is being utilized by the intended audience/s.

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    Forum|Forum|6 months ago
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    David SoNew Participant

    Improved Article ReportingSubmitted

    It would be great to see some reporting improvements for articles. Article view by language. We are now supporting 7 additional languages in our Knowledge Base. It would be helpful to measure the success of these articles by seeing how many users are viewing the articles in French or Italian, etc.  Article views by customer. Perhaps this exists already but I can’t find a way to see the number of views by customers to see if an article is being utilized to help customers that are writing in with specific problems. 

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    Forum|Forum|6 months ago
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    Edwin AstafanusNew Participant

    Inbox Color CodingSubmitted

    Would be great to be able to color code inbox by statuses, so you can quickly view an inbox and see the status of all items.

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    Forum|Forum|6 months ago
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    Johanna LefayNew Participant

    Using a single macro for different languagesSubmitted

    As can propose Zendesk, it would be more efficient and easier to organize the macros, if we were able to create a single macro, for different languages. 

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    Forum|Forum|6 months ago
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    GeorgeHSNew Participant

    Set permanent custom snooze timesSubmitted

    I want to be able to quickly snooze conversations as I respond, but 1 day is too short, and a week too long. I would like to be able to set up for my user profile so that I can choose my default snooze times available in the send and snooze menu. 

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    Forum|Forum|6 months ago
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    Hebe LowenNew Participant

    Improvements needed to Help Centre searchSubmitted

    Please can some improvements be made to the Help Centre’s search functionality? Currently it isn’t really up to industry standard and is providing a poor user experience• It doesn’t pick on synonyms/different terminology - so without keyword-stuffing (which is bad practice and poor UX), content gets missed. Already raised by someone else here, here and here a year ago and still an issue - especially when it comes to typos, Fin can detect these so the HC should be able to as well. Some typos appear to be accounted for but not all - we should be able to customise this.• Similarly, if we have a standardised/approved way of spelling/styling a term, this is the only one we use within our content for consistency - however users might spell it differently. Their spelling is valid (and not a typo necessarily) but doesn’t match our brand-approved spelling, and so articles don’t surface for them. Eg. “multisite”, “multi-site”, “multi site” are all grammatically appropriate, but we only use the hyphenated one according to our brand guidelines - if a user searches “multisite”, the articles don’t show in the search results • There is no way to filter (eg. by topic, region) - much of our content is regionalised, but there’s no way to distinguish this without using the article descriptions which aren’t always visible in search results (as it previews the section where the keyword appears). Users have to open and check the description to know if it’s relevant, which is a huge time-waster. Users should be able to find which responses are relevant to them, just like Fin regionalises if you use audiences.• Certain articles need to be visible in collections for visibility (and therefore can’t be “unlisted”) but are not applicable in searches, and are taking up space in those searches, stopping more relevant content coming to the top. For example our historic release notes currently live in the Help Centre for visibility, but entries from 2018 shouldn’t be surfaced in searchesPossible solutions• Transparent keywords (as suggested here) to indicate topics covered in an article without needing to include in copy • Tags to achieve the same as above but also allow for filtering (eg. search only articles relevant to AU users, or only articles on a particular topic)•  Toggle to exclude from searches (similar to the toggle to exclude from suggested articles) - would ensure they don’t clog up search results, without having to hide from the Help Centre

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    Forum|Forum|6 months ago
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    joaocNew Participant

    Search API support for exact string matching with special charactersSubmitted

    Currently, the Intercom API's conversation search for source.body tokenizes content, preventing exact string matches when special characters (like hyphens) are present. For example, searching "trf-wsvz7k-cnitnn" fails, while "wsvz7k" works, because hyphens act as separators.This limits precise conversation lookup using unique identifiers or phrases with special characters.We request a feature enabling exact string matching, including with special characters, within the source.body field of the Intercom Conversation Search API.This enhancement would significantly improve API utility and allow for more accurate and robust searches.

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    Forum|Forum|6 months ago
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    Caroline LevisonNew Participant

    Support for llms.txt (an index of publicly available markdown files) as a content source for FinSubmitted

    Many companies are now providing llms.txt for their documentation to make it more efficient for agents to consume content. It’s an index of publicly available markdown files.  See, for example, https://cloudinary.com/documentation/llms.txt. If Fin supported this as a content source (or even just markdown files as a source) it would really help us, as the markdown files contain all code examples, and expand content that’s in collapsed sections - content that’s not accessible directly from the HTML. 

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    Forum|Forum|6 months ago
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    Breanne ParksNew Participant

    AI Employee Tone & Style Guide TrainingSubmitted

    Ability to define and save a company style and tone guide. As employees compose messages in chat or email, provide real-time, AI-powered coaching to help align with that guide. Before reps press send, run a final check against our tone and style guides and prevent delivery if the message doesn’t meet standards, with clear guidance on what needs to be updated.

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    Forum|Forum|6 months ago
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    Alanna ColaiacovoNew Participant

    Ability to like or dislike FIN responsesSubmitted

    It would be good to be able to like/dislike and correct fin responses in real time. There is the “improve answer” option, but I would like to directly tell fin that the answer it gave was incorrect or misleading, and course correct for future responses. If it gave a good response, I would like to indicate that somehow. I think this would help a lot with training it outside of help centre materials

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    Forum|Forum|6 months ago
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    AnnNew Participant

    Flag customers with recurring negative feedback for smarter routingSubmitted

    Some customers show a pattern of repeated negative feedback across multiple conversations.Having this context visible at the start of a conversation could help teams handle these cases more effectively and reduce unnecessary escalations.SuggestionIt would be useful to flag customers with recurring negative CSAT and optionally use this signal in routing.For example, such conversations could be routed to more experienced agents, or shown with a visible indicator in the conversation sidebar.

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    Forum|Forum|6 months ago
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    AnnNew Participant

    One-click copy for key user details in the conversation sidebarSubmitted

    Agents often need to copy user details from the conversation sidebar to search for an account or continue work in internal tools.Currently, this requires different interactions depending on the field (hovering or manual text selection), which adds a bit of friction to a very common action.SuggestionIt would be great to allow one-click copying for key user details.Clicking on an email, user ID, or device identifier would copy the value directly to the clipboard, without hover states or text selection.

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    Forum|Forum|6 months ago

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