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Forum|Forum|2 years ago

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Laia PuigNew Participant

Enable Fin to Access Current Page URL for Contextual ResponsesSubmitted

Currently, when users ask questions referencing "this product" or "this page," Fin cannot provide contextually relevant answers because it doesn't know which page the user is viewing. This creates confusion and requires users to specify their location manually. Requested Feature:Allow Fin to automatically detect and access the current page URL during conversations, enabling it to provide contextually aware responses when users reference their current location. Use Case:User on pricing page asks "How much does this plan cost?" User on product page asks "Does this feature support X?" User asks "Can I integrate this with Y?" while viewing a specific integration page Expected Outcome:Fin would understand the user's context and provide relevant answers without requiring clarification about which page or product they're referencing.This would significantly improve user experience by reducing back-and-forth clarification and providing more accurate, contextual support responses.

Forum|Forum|6 months ago

Erica LawrenceNew Participant

Add Block User option directly from Spam screenSubmitted

Currently, to block a spam sender, users must navigate away from the Spam screen to find the user's profile, then use the block function. This creates unnecessary friction when managing spam.Request: Add a 'Block User' button or option directly within the Spam screen interface, allowing users to immediately block spam senders without leaving the spam management area. This would streamline spam management and reduce the number of unwanted messages in the Spam folder.

Forum|Forum|6 months ago

Dovile EinikyteNew Participant

Track team response metrics within office hours only - per marketSubmitted

Currently this metric is available only for default office hours. However, as a business operating in multiple markets, with different operating hours/days we would love to see this setting to be individual per market rather than default office hours for the whole workspace.

Forum|Forum|6 months ago

Saphia BaronNew Participant

Channel-Aware Reply Experience for AgentsSubmitted

Hello, I’d like to share a small product idea based on our day-to-day experience using Intercom across multiple channels. It’s meant as an observation from the agent side and something that could potentially improve the support experience.Our team handles conversations via email, Messenger, and WhatsApp, and each channel naturally requires a different communication style. Emails tend to be more formal and structured, Messenger is more friendly and conversational, and WhatsApp usually calls for very short, informal messages that closely match the customer’s tone.While Intercom clearly labels the channel (email, Messenger, WhatsApp), the reply environment itself looks the same across all channels. We’re getting feedback from the team that this makes it harder to mentally switch context, especially when handling multiple conversations across channels in parallel.It could be really helpful if the UI subtly adapted to the channel — for example through different backgrounds, colors, or visual cues — to create a more immersive experience for agents. This would help them immediately “feel” whether they are replying in an email-like context or a chat-based one, and avoid accidentally writing an email-style reply in WhatsApp (or the other way around).Overall, we think this kind of channel-aware UI could improve response quality, reduce cognitive load for agents, and make multi-channel support smoother.I’m sharing this as an idea and a food for thought rather than a concrete request. If helpful, I’d be happy to provide more context or examples from our team’s experience.Best regards,Saphia from MyCamper

Forum|Forum|6 months ago

Pamela Van GasseActive User

Save column settings for viewsSubmitted

At this time column settings in views are saved in a browser cache. Leading to 2 issues for our use : when clearing browser cache, the column settings are gone teamleads are not able to create views for their team, as the teammates individually still need to set column settingsThis is very timeconsuming for us and leads to a lot of frustration.Would it be possible to save column settings in the view itself and not in the browser cache ?

Forum|Forum|6 months ago

Isak GerreNew Participant

Match outbound message / posts overlay background to app theme (dark / light mode)Submitted

Hi Intercom team 👋We’ve recently started using Intercom’s outbound messages and are experimenting with the large-format posts. Functionally, they work well but visually, we’re running into a real issue.Our application is primarily dark-themed. When a large-format outbound message appears, the overlay background is bright white. The contrast is jarring and clashes with the rest of our UI, to the point where it genuinely looks like a mistake or rendering bug.More importantly, this makes our product feel cheap and unpolished when we use an otherwise powerful Intercom feature. Instead of feeling native, the message feels “bolted on,” which hurts the perceived quality of our app.What we’d love:An option for the outbound message overlay background to match the app or user theme: Dark overlay for dark mode Light overlay for light mode Even a simple workspace-level or per-message toggle would significantly improve the experience.This would go a long way toward helping outbound messages feel truly native in modern, dark-first products.Thanks for considering!

Forum|Forum|6 months ago

Peter SchöllNew Participant

Multi-brand support for News Center (Proactive Support Plus)Submitted

Feature request: Multi-brand support for News Center (Proactive Support Plus)Intercom provides strong multi-brand capabilities for the Help Center, allowing each brand to have: Its own domain Individual styling A distinct customer-facing experience This is a key and highly valuable feature for companies operating multiple brands within a single Intercom workspace.Current limitationIn contrast, the News Center currently supports only a single instance: Only one News Center can be defined Styling and branding apply globally It is not possible to create brand-specific News Centers This creates an inconsistency in multi-brand setups.Why this is importantFor multi-brand companies, this limitation makes it difficult to: Communicate brand-specific news and announcements Maintain consistent branding per brand Use the News Center as a dedicated communication channel Customers from different brands may see: Irrelevant announcements Incorrect branding Mixed messaging across brands Requested enhancementWe propose enabling multi-brand support for the News Center, similar to the Help Center, including: Multiple News Centers per workspace Brand-specific domains Independent styling and configuration per News Center Brand-specific News content How this would support our workflowWith multi-brand News Centers, we could: Align News communication with each brand’s identity Deliver targeted, relevant announcements Use Proactive Support Plus consistently across all brands Scale customer communication in complex, multi-brand environments This would complete Intercom’s multi-brand story and significantly increase the value of Proactive Support Plus for enterprise customers.

Forum|Forum|6 months ago

Peter SchöllNew Participant

Advanced layout & branding options for News Center (Proactive Support Plus)Submitted

Feature request: Advanced layout & branding options for News Center (Proactive Support Plus)The News Center is used as a standalone, customer-facing page and should support the same level of branding, layout flexibility, and visual consistency as other Intercom surfaces.Current limitationThe News Center currently offers very limited layout and branding options: No configurable Hero block (headline, description, visual focus) No ability to integrate or style a Hero section similar to the Help Center No support for custom fonts No option to configure a favicon Overall layout flexibility is limited As a result, the News Center cannot be fully aligned with a company’s corporate identity or visual standards.Why this is importantWhen operating the News Center as a standalone page, companies expect to: Clearly communicate context and purpose via a Hero section Apply their brand typography Use a custom favicon for recognition and professionalism Maintain a consistent look & feel across Help Center, product, and other customer-facing pages Without these options, the News Center feels visually disconnected and less suitable for official communication.Requested enhancementWe propose extending the News Center layout and branding configuration to include: A configurable Hero block (headline, text, optional background/image) Styling and layout options for the Hero block (similar to Help Center) Support for custom fonts Ability to define a custom favicon Greater flexibility in overall layout structure How this would support our workflowThese enhancements would enable us to: Present News in a more structured and engaging way Fully align the News Center with our brand guidelines Use the News Center as a professional, standalone communication hub Improve customer trust and recognition

Forum|Forum|6 months ago

Peter SchöllNew Participant

Cookie consent support for News Center (Proactive Support Plus)Submitted

Feature request: Cookie consent support for News Center (Proactive Support Plus)The News Center, as part of the Proactive Support Plus add-on, can be operated as a standalone, publicly accessible page (e.g. https://eu.intercom.news/brand-name).Current limitationAt the moment, the News Center does not support a cookie consent banner: There is no documented or configurable cookie banner setting There is no option to submit a custom cookie consent script via Intercom Support In contrast, for the Help Center, cookie consent managers can be implemented by submitting a custom script through Intercom Support, which is then applied to the Help Center.This option is currently not available for the News Center.Why this is importantFor companies operating in the EU, a cookie consent manager is mandatory when cookies or tracking technologies are used.Without the ability to implement a cookie consent solution, companies cannot: Operate the News Center in a GDPR-compliant manner Use the News Center as an official communication channel Roll out Proactive Support Plus safely in regulated environments Requested enhancementWe propose extending the News Center configuration to support cookie consent by either: Providing a native cookie banner in the News Center settings, or Allowing custom cookie consent scripts to be submitted and applied, similar to the Help Center setup How this would support our workflowThis enhancement would enable us to: Operate the News Center legally and compliantly in the EU Use Proactive Support Plus without legal workarounds Maintain a consistent compliance approach across Help Center and News Center Reduce legal and operational risks for EU-based customers

Forum|Forum|6 months ago

Peter SchöllNew Participant

Custom footer configuration for News Center (Proactive Support Plus)Submitted

Feature request: Custom footer configuration for News Center (Proactive Support Plus)The News Center, which is part of the Proactive Support Plus add-on, can be used as a standalone page (e.g. https://eu.intercom.news/brand-name) to publish News and announcements.Current limitationUnlike the Help Center, the News Center does not currently support a configurable footer.There is no option to add company-specific information such as: Legal notice / imprint Privacy policy links Company details Why this is importantWhen the News Center is operated as an independent, publicly accessible page, this creates a compliance gap in the EU, where an imprint (Impressum) is legally required.Without the ability to add a custom footer, companies cannot: Meet EU legal requirements Align the News Center with their corporate standards Use the News Center confidently as a standalone communication channel Requested enhancementWe propose extending the News Center configuration to allow a custom, freely configurable footer, comparable to the footer settings available in the Help Center.The footer should support: Custom text Links (e.g. imprint, privacy policy) Basic formatting How this would support our workflowThis enhancement would enable us to: Operate the News Center as a compliant standalone page Use Proactive Support Plus for official customer communication in the EU Maintain consistency between Help Center and News Center Reduce legal and operational risks

Forum|Forum|6 months ago

Peter SchöllNew Participant

Domain-based audience targeting for News (Proactive Support Plus)Submitted

Feature request: Domain-based audience targeting for News (Proactive Support Plus)The Proactive Support Plus add-on allows us to send News messages to customers and visitors, which is extremely valuable for sharing release notes, product updates, and important announcements.In our setup, we manage multiple brands within a single Intercom workspace, with the Messenger installed on different domains per brand.Example use case Brand A: help.brand-a.example Brand B: help.brand-b.example When publishing News (e.g. release notes or service notifications), it is essential to ensure that each message is only shown to the relevant brand audience, based on the domain where the Messenger is loaded.A practical audience rule would be: Page URL contains help.brand-a.example Current limitationAt the moment, News Audience Rules do not support filtering by page URL or domain.This makes it difficult to reliably scope News messages to a specific brand and increases the risk of showing irrelevant or incorrect information to customers.Requested enhancementWe propose extending News Audience Rules with a condition that allows filtering by: Page URL or Messenger domain How this would support our workflowThis enhancement would enable us to: Send brand-specific News messages (release notes, announcements, service updates) Avoid customer confusion in multi-brand environments Use one Intercom workspace efficiently without manual workarounds Scale proactive customer communication in a clean and structured way

Forum|Forum|6 months ago

Annie CoxNew Participant

Feature request - Prevent users from starting a new conversation outside of business hoursSubmitted

Hello! Right now, users only see the “the team will be back in (X amount of time)” message once they already chat in. I think it would be really helpful if they could see this before and aren’t allowed to chat in during off hours at all. It can be overwhelming after the weekend or a holiday to come back to a lot of open chats. I think this helps to set clearer boundaries and expectations, while maintaining clear communication. Thanks!

Forum|Forum|6 months ago

hcropper1New Participant

Person Attribute DisplaysSubmitted

Our users fill out Person Attributes during a conversation with a teammate but the information they manually enter gets lost in “Conversation Events”. Is there a way to bold or highlight the information they input to make it stand out? I tried emojis but only alphanumeric/hyphens/symbols are allowed which won’t make the information pop like we need it to.

Forum|Forum|7 months ago

Cameron DiiorioNew Participant

Customize native "help center" fields in the Intercom interfaceSubmitted

Hi! My team recently switched over to Intercom from hosting our knowledge base on wordpress.We document for 30+ products, and throughout our documentation both internally and externally, we refer to our documentation hub as our “knowledge base”.For the most part, this is fine now that we’ve switched over to Intercom. However, there are a couple of places where “Help Center” is hard-coded into the interface. Having to change all of our references from Knowledge Base → Help Center would take a lot of time away from the documentation team and the software developers who have to change how the knowledge base is referred to directly within our products.This is a feature request to include the ability to customize our Intercom help center so we can customize how it’s referred to throughout the customer-facing UI, including in the AI agent.

Forum|Forum|7 months ago

Daniel IsleyNew Participant

Knowledge Base - Automatically apply Audience based on SourceSubmitted

In knowledge base, we have used our various educational resource sub-sites as sources for our array of product offerings. This works great! However, when a new article is added to our sub-sites and they flow into the Knowledge base, we have to manually apply an Audience in Intercom. This has led to some customers getting served information by Fin AI that doesn’t apply to them if we don’t catch it in time. It would be great if we could pre-set an Audience for the “Source” bucket and have that applied to every new article that populates automatically!

Forum|Forum|7 months ago

Stephen OakesNew Participant

Allow for Intercom/Slack Integration to work with Enterprise Grid accountsSubmitted

Working with Fin today, and it told me the Slack/Intercom Integration cannot work with the primary workspace of an Enterprise Grid Slack account. We are getting ready to move over to the Enterprise Grid and need the integration to work with it. Here is what Fin said: “The Intercom Slack app cannot be installed in the primary workspace of a Slack Enterprise Grid account - it must be installed in secondary workspaces instead. This might require reconnecting if your setup changes.”

Forum|Forum|7 months ago

Thomas HilsNew Participant

Include Conversation URL or Conversation ID in Fin TasksSubmitted

I am using Fin Tasks to automatically generate Linear issues for certain types of customer issues. Independent of this, we use the Linear/Intercom integration, When an Intercom URL is linked to a Linear issue updates from Linear to be reflected back to the conversation in Intercom. This would ensure when this automated Linear issue is resolved that a note is created on the ticket for the team to review and act on. To do this, Linear needs the Intercom URL as a “links” parameter or through an attachment API call. I can create a data connector that does this, but Fin Tasks doesn’t have the conversation ID or full URL as an attribute I can reference -- which seems like an easy addition and could be useful for others. Even the ID would allow me to construct the URL manually.

Forum|Forum|7 months ago

Alexandra DannaNew Participant

Track customers that didn't respond to workflowsSubmitted

Our marketing team sends customers emails containing links that take them to a specific page that triggers an Intercom workflow. We’d love to be able to track users that have clicked the link and seen the workflow surface but did not respond to the workflow in the Messenger. In an ideal world, we’d love to the workflow to have the same type of functionality as Series so that we could map branch logic for customers that didn’t respond. This would allow us to insert webhooks or data connectors to take further action.

Forum|Forum|7 months ago

JoostONNew Participant

Data hosting region migrationSubmitted

Currently, changing the data hosting region requires manually migrating some data and manually recreating many parts of the workspace. I would like to suggest a form of changing the data hosting region *including* all existing data. We have too many complicated setups in our workspace (like Series, Tours, and lots of data) to be able to recreate it manually. However, our customers are increasingly concerned about US data storage. Offering easier migration would be very helpful for dealing with this.

Forum|Forum|7 months ago

Vodka Support #11New Participant

SearchSubmitted

Hello! I understand your website has been updated slightly. The new update has made the chat search inconvenient. Previously, when clicking the "Search" button, the search field would empty and the filters would reset. Also, after searching, when switching to other sections of the site, the filters and search itself would reset when returning to the "Search" section. It would be nice if you kept this functionality. It's inconvenient to click the "Clear" button every time. Thank you.

Forum|Forum|7 months ago

MaltheNew Participant

Configurable reply mode for multi-recipient emailsSubmitted

Currently, Intercom automatically applies “Reply All” when replying to inbound emails that include multiple recipients (To/CC). This behavior is enforced by default and cannot be changed by the agent.In many cases, this is not the desired or safest behavior. The most appropriate solution would be to allow teams to configure the default reply behavior, so replies can default to “Reply to sender” instead of “Reply All”.A common example is when an individual sends an email to multiple companies simultaneously. When replying in Intercom, agents must manually remove all other recipient email addresses to avoid responding to unintended parties. This introduces unnecessary friction and increases the risk of human error.Allowing a configurable default (e.g. “Reply to sender” as default) would reduce operational risk, improve agent efficiency, and prevent accidental disclosure of information to unintended recipients.

Forum|Forum|7 months ago

Pamela Van GasseActive User

Scheduled reports as PDFSubmitted

At this time there is a Beta version to schedule reports to be sent to one or more recipients.Very nice feature and definitely used in our environment.But, the report is a link, one that is only valid for 30 days.It would be better to have the report exported to PDF. Much better for archiving purposes.

Forum|Forum|7 months ago

Igor GavianoNew Participant

Allow auto-away settings to be changed at a teammate levelSubmitted

Some teammates are ok with having their status set to away after a certain time period, others prefer to manually control their status at any time. Currently, we can only change this in a global manner, whereas it would be valuable to change this option at a teammate level.

Forum|Forum|7 months ago

YoeriNew Participant

Clickable Ticket Number Links in Notes/CommentsSubmitted

Intercom currently lacks the ability to automatically convert typed ticket numbers within notes or comments into clickable links that direct to the referenced ticket. Similar to how platforms like Zendesk utilize a #ticketnumber syntax (e.g., #12345), agents should be able to type a ticket number, and have it automatically become a hyperlinked reference to that specific ticket.While it's possible to link tickets programmatically via the API's linked_objects functionality or to manually type "see ticket 12345", these methods do not provide the seamless, in-context navigation that a clickable link offers. Agents currently have to manually search for a ticket number if they want to access a related ticket mentioned in a note. Why this would be a useful feature:1. Enhanced Internal Collaboration: Agents often need to reference other (duplicated or) related conversations or issues. Clickable links would significantly streamline this process, allowing team members to quickly jump between interconnected tickets, understand the full context of an issue, and collaborate more efficiently.2. Improved Agent Efficiency: Eliminating the need to copy-paste ticket URL’s or use the search function to find a referenced ticket saves valuable time for agents, allowing them to focus more on resolving customer issues.3. Better Context and Handoffs: When handing off a conversation or escalating an issue, having instant access to related tickets via embedded links ensures that the next agent has all the necessary background information at their fingertips without extra effort.4. Streamlined Workflow: It integrates seamlessly into an agent's natural workflow when documenting conversations or providing internal updates, making cross-referencing a natural and intuitive part of their daily tasks.5. Other than existing options: While there are some options for linking tickets to another ticket. The described function above is different to a tracker ticket, a back office ticket or a side conversation.

Forum|Forum|7 months ago

Lex MeadowsNew Participant

Allow h3-h6 Headings in Help Center ArticlesSubmitted

Currently, the Intercom help center only supports H1 and H2 headings, and any attempt to use H3-H6 headings results in them being automatically converted to H2. This limitation poses a challenge for creating accessible content, as screen readers heavily rely on a comprehensive and hierarchical structure of headings to facilitate easy navigation for users with disabilities.I request that Intercom extends the support to include H3-H6 headings in the help center articles. This shouldn’t be a heavy lift, as heading level support has been an integral part of the internet for a long time. Allowing a broader range of headings will provide a more granular and structured content hierarchy, which is a best practice for accessibility. This enhancement will benefit users who depend on screen readers by improving their ability to navigate articles efficiently and effectively.

Forum|Forum|7 months ago

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