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    3160 Ideas

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    Christoffer RavnNew Participant

    Make FIN able to escalate based on multiple reports on the same issueSubmitted

    FIN AI should be able to monitor how many tickets come in in a given timeframe. If this is suddenly spiking, and especially if the same topic is mentioned in multiple tickets, then FIN AI should escalate directly to human support with high priority. Plus spark and alert. 

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

    Detect AI Category / Collect Fin Attributes within WorkflowsSubmitted

    We need a feature to detect Fin attributes / ai categories even if in a Workflow or Channel (even if Fin isn’t enabled for that workflow/channel)Previously in the AI Categorization Beta there was a feature to add AI Category detection to a workflow so we had more control over when Fin set the attributes.  A few use cases that would benefit from this:  Detecting category earlier in the process so we can route conversations using categories and not wait until handover or closure, it seems that Fin doesn’t take this action early enough in some cases to route this effectively.  Detecting Spam on Email without Fin over Email being required, this was a very useful case for many clients who may not want Fin on email.  Minimizing resolution costs while still tagging attributes - this could be a lower cost for adding attributes or maybe a monthly fee for attribute tagging on non active Fin workflows? See this thread for more context as well  

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

    Add ability to prompt Fin on the wording of follow up messagesSubmitted

    In working with clients, we’ve been running into scenarios where we are trying to improve the response rate and customize Fin’s wording for the end of an assumed resolution to engage the customer and improve the CX score (the client has noticed that CX score is lower if the customer doesn’t confirm the resolution).  It would be helpful to be able to prompt this in some way similar to how you can customize other areas of Fin for example in this Follow up with Inactive Customers screen.It would also be helpful to know if CX score is impacted by this and if it is, be able to A/B test this ending with a few options proposed by individual teams.   

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    Nathan Sudds
    Top Expert ✨
    Forum|Forum|6 months ago
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    GAM MedicalNew Member

    Unificare tutti i messaggi automatici e manuali in un’unica conversazione per ogni clienteSubmitted

    Attualmente, Intercom suddivide i messaggi automatici (outbound) inviati allo stesso cliente in più conversazioni separate, senza offrire la possibilità di riunirle in un’unica vista.Questo comportamento genera un problema concreto e quotidiano, soprattutto per chi – come noi – utilizza WhatsApp come canale principale di comunicazione con i clienti/pazienti.👉 Quando un cliente risponde a un messaggio automatico, la sua risposta finisce in una conversazione separata.👉 Di conseguenza, la cronologia dei messaggi risulta frammentata, rendendo difficile: ricostruire il contesto trovare rapidamente un messaggio ricevuto avere una visione chiara e continua della relazione con il cliente Nel nostro caso (ambito sanitario), vedere la conversazione con un paziente spezzettata in più thread è particolarmente deleterio: aumenta il rischio di errori, rallenta l’operatività e peggiora l’esperienza sia per il team sia per il paziente.La richiestaChiediamo la possibilità di unire tutti i messaggi in entrata e in uscita —sia manuali sia automatici (outbound) —sotto un’unica conversazione per cliente, indipendentemente dal tipo di messaggio o dal trigger che lo ha generato.Il valore Una single source of truth per ogni cliente Migliore continuità conversazionale su WhatsApp Meno tempo perso a cercare messaggi tra conversazioni spezzate Migliore qualità del servizio e maggiore sicurezza operativa Questa funzionalità migliorerebbe in modo significativo l’esperienza di tutti i team che utilizzano Intercom per comunicazioni strutturate e ad alto volume, specialmente su canali di messaggistica come WhatsApp.

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    Forum|Forum|6 months ago
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    Lauren GriffithsNew Participant

    Shift alignment of new conversation to the top of the screen to improve UI experienceSubmitted

    At the moment, when starting a new conversation it fills the bottom half of the screen. When on a laptop or just working from one screen, it’s incredibly annoying. Can we shift the alignment so the conversation is higher up on the page? The scroll feature does nothing except to show shortcuts. 

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    Forum|Forum|6 months ago
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    deBridge supportNew Participant

    Add a link to the created Jira issue to the Slack notification from the “Create Jira Issue” workflowSubmitted

    Problem: Currently, the workflow creates a task in Jira and sends a notification to Slack, but the notification only contains a link to the Intercom object/conversation. This forces moderators to manually search for the created issue in Jira, which slows down work.What you need:Add a variable with a URL to the created Jira issue (or at least the issue key + a clickable link) to the Slack notification. If you can't insert it into the first message, send a second reply to the thread of the same Slack notification.Why/Value: Switch to Jira faster, less manual work, fewer copy/paste/search errors.

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    Forum|Forum|6 months ago
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    Petra RůžičkaNew Participant

    Keep website element triggers after workflow changesSubmitted

    Quick heads-up for anyone using the “customer clicks a website element” trigger 👋Right now, if you make changes to a workflow—like renaming a chatbot or adjusting the workflow—it’s expected that you may need to re-select and re-save the trigger again.This happens because the trigger is tied to a specific website element via a CSS selector, and certain changes can break that link behind the scenes. If the element isn’t re-selected, the workflow may not fire as expected.While this is currently a known limitation (not a bug), it would be great to see an improvement here 🙏Feature request: preserve the element selection automatically when workflows are renamed or updated, so we don’t have to manually re-save each workflow after every change.If this would save you time (and a bit of head-scratching 😅), please upvote! Would also love to hear how often this impacts your setup.

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    Forum|Forum|6 months ago
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    Emily BernknopfNew Participant

    "Favorite" or "Star" Useful ArticlesSubmitted

    Hey team, I think it would great if we could favorite or star useful articles that we come back to time and time again. Right now, I’m having to save them all in a bookmark folder through my browser, but I want to be able to see my most frequented articles within the help center.Would be great to have it show frequently visited/recent articles too!Our customers would love this as well!Thanks!Emily

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    Forum|Forum|6 months ago
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    Arynne HargreavesNew Participant

    Add temporary collaborators to an article.Submitted

    It would be great if we could add temporary collaborators to a document or project in Intercom as not all our colleagues have access to Intercom.Individual engineering or product team members work on a new feature / function which we then want to document.  Previously we would draft everything in our internal repository, however when copying over into IC, images, etc do not come over and have to be added back in manually. So currently we use the option to ‘publish internally’ (no collection / FIN turned off) which allows us to draft directly in Intercom and then provide our SME’s with a link to the draft copy for review. However, this then creates a feedback loop issue. For the reviewer they need to copy / paste or draft notes externally, etc…. It’s cumbersome and creates a bit of friction in the feedback process. Suggestion would be to offer the ability to give users a temporary collaborator link on a specific article url (could be used for other features as well) which then allows them to add comments / make edits (permission control option on link?) directly in the page.

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    Forum|Forum|6 months ago
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    ChristianPlanhatNew Participant

    Add a prompt requiring users to add a tag when closing an untagged chat.Submitted

    Add a prompt requiring users to add a tag when closing an untagged chat.

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    Forum|Forum|6 months ago
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    ImmortalNew Participant

    Enable Fin AI to Recognize and Compare Current Date with Dates in ContentSubmitted

    Requesting a feature for Fin AI to automatically recognize today’s date and accurately compare it with dates mentioned in articles or guides. This would help Fin avoid suggesting outdated information, such as expired promo codes, by ensuring responses are always relevant to the current date.

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    Forum|Forum|6 months ago
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    alexheidiNew Participant

    Fin Attributes test environmentSubmitted

    Allow Fin attributes to be detected in Test environments/batch CSV to test behaviour in a real world simulation.

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    Forum|Forum|6 months ago
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    alexheidiNew Participant

    Teammate colab ala Notion in Help Centre updates, or a clean sync state between Notion docs and intercomSubmitted

    Teammate colab ala Notion in Help Centre updates, or a clean sync state between Notion docs and intercom

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    Forum|Forum|6 months ago
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    Jill BraggConnector

    Automatic Company Association for Multi-Participant TicketsSubmitted

    We’re noticing an issue where companies don’t get associated to multi-participant tickets. This seems to be by design, but are there any plans to change that behavior?It looks like it’s stemming from a few things from what I can tell. Functionally it doesn’t seem like Intercom differentiates between the initiator of a conversation/ticket & the other participants that were added on. If it could do that I think it’d partly help fix the issue, because in theory it should associate the ticket with the company of the initiator. Second, if the initiator is associated with more than one company, could there be some logic to determine their company based on the company they’re associated with when logging into the tickets portal? Or for emails (unless there’s some security concerns), some logic based on their email domain? This wouldn’t necessarily fix every single instance, but I think it would help in most cases.

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    Forum|Forum|6 months ago
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    Diego MichelsenNew Participant

    Relatório histórico de chats ativos simultaneamente por horaSubmitted

    Atualmente, o Intercom oferece no dashboard em tempo real a visualização do total de conversas abertas, ociosas e em espera apenas no momento atual.No entanto, não existe uma forma nativa de visualizar ou exportar, de maneira histórica, quantos chats estavam ativos simultaneamente por faixa de hora.Esse tipo de métrica é diferente de: Novos chats iniciados Réplicas ou reaberturas A necessidade é medir concorrência de atendimentos, ou seja: Quantas conversas estavam abertas ao mesmo tempo em cada hora do dia Indicador direto de carga operacional e dimensionamento de equipe Hoje, a única alternativa é: Usar a API para listar conversas Coletar created_at, updated_at e state Processar externamente para estimar a quantidade de conversas abertas por hora Isso adiciona complexidade técnica e limita o acesso desse tipo de análise a times com estrutura de dados.Sugestão de melhoriaAdicionar um relatório nativo que permita: Visualizar a quantidade de chats ativos simultaneamente por hora Exportar essa métrica em CSV Usar filtros por canal, inbox, time ou tag Esse recurso ajudaria diretamente em: Planejamento de capacidade Análise de picos de demanda Definição de escala e turnos de atendimento Acredito que seria uma funcionalidade de alto valor para operações de suporte em tempo real.

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    Forum|Forum|6 months ago
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    Ashley RichNew Participant

    Show Who/Where Chats are Assigned in All TabSubmitted

    When viewing chats in the All view, it would be helpful to have a small icon or a dedicated column showing the Assigned owner for each chat. Currently, I have to jump around within the All view to find the conversations assigned to me while also monitoring other ongoing chats.It would be great if the All section could auto‑sort and clearly label where each chat belongs, including which ones are still unassigned. This would make it easier to stay organized without constantly switching between different views. You would get the benefits of the All and Unassigned/Owned Views together, with easy access to your own chats and the capability to go and support a teammate in a quick chat or grab an unassigned one.

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    Forum|Forum|6 months ago
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    Mike MunleyNew Participant

    Copilot for Conversations - Volume Required & Searching existing conversationsSubmitted

    It would be helpful to know just how many conversations are required before copilot uses conversations as a data source. As we are launching Intercom and this is one of the most important features, it is concerning to not know when this will become usable. It would also be helpful to allow Copilot to start searching existing conversations even without reaching the volume required -- even if it were rudimentary search as opposed to an LLM.

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    Forum|Forum|6 months ago
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    Aviva WittenbergNew Participant

    Add functionality to duplicate and migrate workflows between workspacesSubmitted

    Would like to be able to (1) duplicate our production workspace in our test environment and (2) migrate workflows from test to production.  This will allow us to test and validate workflows without risk of impacting production. Current process to create workflows in test, testing and then recreate them in production introduces risk of error and is very time consuming.

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    Forum|Forum|6 months ago
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    George.USNew Participant

    Ability to copy production workspace as test workspaceSubmitted

    One feature we’d love to see is the ability to clone our production workspace into a test environment.Right now, there’s no way to duplicate workflows, Fin configurations, or bot logic from prod into a sandbox, everything has to be recreated manually, which slows down testing and experimentation.As Intercom continues to roll out new AI and Fin features, having a way to quickly spin up a replica of our live setup would be a huge win for QA, training, and safe iteration.This would help us adopt new features faster, test safely, and reduce friction when experimenting with automation at scale.

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    Forum|Forum|6 months ago
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    Luis CarrascoConnector

    Native integration with MEWS (hospitality Property management system)Submitted

    Mews is a PMS that helps hospitality providers to consolidate their bookings and also messaging in one place ( messages coming from different booking platforms) If there were an integration with Mews, we would be able to reply to guests' messages coming from Airbnb and booking.com, for example.  If it’s not possible to make an integration natively, would it be possible to build a custom integration to receive messages in Intercom? 

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    Forum|Forum|6 months ago
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    Gabriel O.New Participant

    Copy TranscriptSubmitted

    Feature Request: Copy transcript text directly from pageUser Story:As a support agent, I want to copy call transcript content directly from the transcript page so that I can quickly paste it into other tools without downloading a file first.Current Behavior:When viewing a call transcript, the only option to extract the text is downloading it as a file. There's no way to select and copy the transcript content directly from the page.Requested Behavior:Allow users to select and copy transcript text directly from the transcript view, like standard webpage text.Why This Matters:During and after calls, agents often need to paste transcript content into other systems - case notes, AI tools for summarization, internal documentation, Slack messages to colleagues. The current download workflow adds unnecessary steps to what should be a simple copy-paste action. This is especially disruptive during busy periods when speed matters.

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    Forum|Forum|6 months ago
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    ChelseaNew Participant

    Provide version history for internal articlesSubmitted

    If Internal articles could have a version history for basic change management the way Help Center articles do, that would be extremely useful. 

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    Tonje Ness Meinhardt
    Forum|Forum|6 months ago
    Tonje Ness Meinhardt
    Tonje Ness MeinhardtActive User

    Ability to Edit Chatbot Signature and Job TitleSubmitted

    We would like to request the ability to customize the e-mail signature for the chatbot alone, to clearly indicate that the response is coming from a chatbot when replying to emails. Additionally, we would like the option to edit the job title for Fin AI in the same way it is possible for customer advisors. This would help ensure clarity and transparency in communication.The current email footer “Composed by AI” is not sufficient to set the right expectations for customers.

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    Tonje Ness Meinhardt
    Forum|Forum|6 months ago
    Tonje Ness Meinhardt
    Tonje Ness MeinhardtActive User

    Copilot Accessible Outside Conversations / Stand‑Alone Copilot WindowSubmitted

    We currently handle all written customer communication in Intercom, but our phone support is handled through a separate telephony system that is not integrated with Intercom. Many of our customer advisors have started using Copilot, and both the advisors working in Intercom and those taking calls would like the ability to use Copilot without having to open a written conversation first.There are many situations where an advisor needs to ask Copilot a question that is not related to an active customer conversation. It would therefore be extremely helpful to have:A dedicated place in Intercom to interact with Copilot, Or a stand‑alone Copilot window/app that stays open independently of which system the advisor is working in.Our advisors often work across up to 16 different internal systems when assisting customers, and we rely heavily on internal routines for each system. Before asking a colleague, many would prefer to ask Copilot to save time—if only it were more easily accessible.A separate, persistent Copilot window would greatly improve workflow efficiency and make Copilot more useful across all parts of our support operation.

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    Tonje Ness Meinhardt
    Forum|Forum|6 months ago
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    Sathya BushNew Participant

    Different Notification Sound for Chat vs EmailSubmitted

    We’ve gotten feedback that the desktop notification for chats and emails. Agents would like there to be a different sound for chat vs email to indicate the different type of interaction. Chats are more urgent and emails are less urgent so different sounds would allow the agents to know if they need to stop a different task to assist with a chat vs an email that can be addressed when the task is completed. 

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    Forum|Forum|6 months ago

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