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    3160 Ideas

    Trevor
    Innovator ✨
    TrevorInnovator ✨

    Reactions to Notes in Intercom MessengerSubmitted

    My team and I would love the ability to react to an internal note. Even if it’s in the context of tickets only, but could be useful on all conversations. Teammate Benefit: Teammates can react and interact more in Intercom, without sending more notes and clogging up conversations with full note entries. It’d encourage more camaraderie as a team.Leader/Manager Benefit: When tagging entire teams or teammates on notes, (that doesn’t necessarily need a response) I’d ask them to give the note a thumbs up once they saw it, so I know when my whole team has seen an important communication on a tracker ticket, or conversation. 

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    Forum|Forum|7 months ago
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    ssyam011New Participant

    File Upload in Canvas KitArchived

    We’ve created a canvas kit using which Salesforce Case can be created from Intercom Inbox. We need to upload files as well from the same screen, is there any option in Canvas Kit so that we can add files as well, which will be passed in the outgoing request?

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    Forum|Forum|7 months ago
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    Victor AndréeConnector

    Readonly customer visible fields on ticketsSubmitted

    If you allow customers to submit tickets using the built-in “Ticket links” app, users can always set the value of any ticket attribute marked as “visible to customer”. It would be useful to make such attributes visible to customers, without allowing them to set the value — so they can see the value when viewing the ticket in the messenger or ticket portal.For our specific use case, we have an external ticketing system that allows us to log actions taken on a ticket. I’d like to be able to share these actions with customers. The current workaround would be to serialize the action log to the “Description” field. But, I’d like to instead write this to a separate field, if possible, without showing that field when users submit a ticket. 

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    Forum|Forum|7 months ago
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    belsageNew Participant

    Glossary changes to be included in activity logsSubmitted

    The Activity logs does not include changes to the Glossary. This should be included or there should be an API/webhook to enable admins to keep track of changes happening there

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    Forum|Forum|7 months ago
    Daniel Rönnberg
    Daniel RönnbergActive User

    Show escalation guidance applied in conversation eventsSubmitted

    We’re really happy with the new escalation guidance functionality and have started using it to control which users can escalate to human support in chat. Current setup Paying users can always escalate to human support via chat Non-paying users are limited to AI support in chat and are guided to email if they need human support We’ve achieved this by creating a separate audience for non-paying users and configuring escalation guidance that encourages them to continue chatting with Fin or reach out via email when they ask to speak to a human This works very well functionally 👍 Feature requestWhat would be extremely helpful is the ability to see when escalation guidance has been applied directly in the conversation events, similar to how other guidance or automation events are shown today.For example: “Escalation guidance applied: Non-paying users – AI only” Timestamped and visible in the conversation timeline  Why this matters It would help us verify that escalation logic is working as intended Makes troubleshooting and QA much easier Improves internal visibility and confidence when reviewing conversations Especially useful when multiple escalation rules and audiences are in use Right now, there’s no clear way to confirm from the conversation view that the correct escalation guidance was triggered, which makes it harder to monitor and validate the setup over time.Thanks for building a great feature already — this would be a small addition with a big impact on usability and trust. 

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    Luka Dujmovic
    Forum|Forum|7 months ago
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    tomasbialoNew Participant

    Banners should be able to open surveys through buttonSubmitted

    Right now you a banner can open a new url, launch a product tour and even ask for reactions. But its missing launching surveys? An example of this“Do you have 2 minutes to answer a quick survey?” CTA: Answer*Opens the long survey*

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    Forum|Forum|7 months ago
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    Nicky BlackwoodNew Participant

    Option to send an email instead of chat after a phone callSubmitted

    Our team members are trained to always send a follow up email after their phone calls. We prefer that these are sent in the same conversation as the phone call, so that the our conversation statistics aren’t doubled for every phone call.Currently, Intercom only allows an in-app message to be sent after a phone call, with no option to send an email instead. While this will still send an email to the customer if they don’t see it in-app within 3 minutes, this creates three major issues for us:Even though we set a ‘Subject’ on the conversation, the email just has “Re: “ due to Intercom’s behaviour of never using the Subject for conversation notifications and instead using the user’s first line of text (which is its own whole thing, really). This looks incredibly sloppy, and means users can’t tell our follow-up emails apart in their inbox.  Often the customer is in-app immediately following a call with us, so there’s a strong chance of them seeing and dismissing the notification by accident. This is usually important information that we would prefer they have in their inbox for future reference.  The formatting of the “email” presents as a chat message rather than an email, which doesn’t look as polished.

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    Forum|Forum|7 months ago
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    Matthias ManzoneNew Participant

    Allow agents to provide feedback on copilot suggestionsSubmitted

    hi all, when copilot suggests answers, there is currently no mechanism for the agent to provide feedback (good or bad) about the suggestion itself. The only options are either to provide feedback on the source, or tag the conversation/ticket for review (through tag or back office ticket0.Ideally, Copilot would have a 👍/👎 option that would flag the specific answer that needs reviewing, rather than the whole conversation.Thanks

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    Forum|Forum|7 months ago
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    lifanActive User

    Does intercom provide API for typing indicator?Submitted

    We are building AI similar to Finn that can answer user’s queries. We are wondering if Intercom provide such API that can indicate a typing activity so user can know we are responding.

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    Paul D
    Forum|Forum|7 months ago
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    Ana BahrConnector

    Allow hidden text in help center articlesSubmitted

    In our help center articles, we like to embed hidden text containing change log information, Jira ticket numbers related to the changes, details about why a change was made, Salesforce case numbers, customer names, and other relevant information. While we can use tags for some of these items, being able to use hidden text that would display in the editor but not in the published version of an article would be very helpful. 

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    Forum|Forum|7 months ago
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    Bailey SchrammNew Participant

    Content Suggestions identify broken linksSubmitted

    Managing a wide library of content to support users/Fin can get tedious, especially as the product changes and docs need to be frequently updated/sunsetted/etc.As part of the Suggestions feature, I would love if Intercom would highlight articles that have broken internal links where past help docs have been unpublished/deleted. 

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    Forum|Forum|7 months ago
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    Corey BNew Participant

    Object and/or content reuseSubmitted

    The opportunity to store commonly used elements for reuse would save time when creating articles by eliminating the need to create elements from scratch each time they’re used. For example, when using different callout boxes for different situations (let’s say a warning as opposed to an example) I have to create them from scratch each time. Stored elements would eliminate this monotony.  

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    Forum|Forum|7 months ago
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    Rebecca SmithNew Participant

    Move convesation events back to the right hand sideSubmitted

    A recent UI update has moved the conversation events from the right hand side to the left hand side of the screen.It doesn't make sense to have these events showing on the left where the customer responses are.When you're looking at the information, you're looking on the right hand side where our responses are and where our events should be. It doesn’t create a single, consistent vertical timeline –it makes it more time consuming to find the event and it doesn't flow. Having it on the customers side of the conversation interrupts the flow of the conversation and it’s just not an intuitive place for it to be. 

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    Forum|Forum|7 months ago
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    FrancoisMConnector

    Allow users to close conversationsSubmitted

    Create a button within messenger conversations for the user to close completely the conversation. This would end the chat with workflows or AI agent but can also close the conversation if it was transferred to a teammate managed inbox. This would allow to reduce the number of conversations where the agent replies and the user simply says they found the solution themselves or the problem is not there anymore. This would allow users to manage their conversations better and may prevent multiple conversations as well. 

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    Forum|Forum|7 months ago
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    FrancoisMConnector

    Allow users to type in closed conversation to reopen them.Submitted

    The “close” action in workflows disable the typing field for the users. This is an inconsistency and feels not intended. Indeed, there is an action “disable customer reply” that can be added after a “close” action (or other actions). AND there is a setting in Settings>Channels>Messenger>General to prevent users/visitors to reopen a conversation when replying. This setting is almost useless as users can indeed reply to a closed conversation but ONLY by email. So I propose to have the “close” action not disable customer reply automatically as we have the option to add an additional “disable reply” (or also create an action called “close and disable reply”). This would also allow the setting to prevent to reopen closed conversation after a certain time to work correctly and allow user to indeed reply to reopen. 

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    Forum|Forum|7 months ago
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    Tim BrandtNew Participant

    Botón de búsqueda en historial de conversaciones del MessengerSubmitted

    Agregar funcionalidad de búsqueda dentro del historial de conversaciones del Messenger para que los usuarios puedan buscar mensajes anteriores y verificar si ya hicieron una pregunta específica o enviaron comentarios/solicitudes de funciones previas. Esto evitaría preguntas duplicadas y mejoraría la experiencia del usuario

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    Forum|Forum|7 months ago
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    roman_roman_unoNew Participant

    Parent-Child relationship for CompaniesSubmitted

    We would love to select Intercom as our provider. But currently a very important for us functionality is not available:(Evaluating between HubSpot and Intercom and it comes down to one tiny thing, Parent-Child relationships for companies.  I think majority of tools provide this OOB, I really hope Intercom makes it available! Thankfully we transitioning December 2025 and maybe by then the feature will at least be on the roadmap. 

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    Forum|Forum|7 months ago
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    Clare DalyNew Participant

    Use customer’s first message as the subject line for Fin chat simple deploy conversation email notificationsSubmitted

    Proposed feature changeAllow the subject line of the conversation email notification for Fin Chat Simple Deploy conversations to reflect the topic of the conversation, ideally based on the first message the customer sends.ProblemWhen Fin is enabled using Chat Simple Deploy, and a welcome message is set e.g. “Hi! I’m Fin”, the first line of the conversation email is always Fin’s welcome message.As a result, the subject line of the conversation email notification is always Fin’s welcome message, rather than the customer’s question. This causes all conversation email notifications to have the same subject line, making it difficult for customers to quickly scan their inbox and identify the correct support conversation.ScopeThis change is only applicable for user initiated conversations when Fin is enabled using Chat Simple Deploy.

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    Forum|Forum|7 months ago
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    LeinadNew Participant

    SNOOZE OPTIONSubmitted

    Can we have a permanent snooze option? We usually send messages to our partners on Telegram using interchat. We have 1200+ Telegram chats and we always snooze tickets knowing they will be reopened some day, depending on the duration. It would be great if there is a snooze permanently option so we don’t have to snooze these tickets again when they are reopened.

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    Forum|Forum|7 months ago
    Nick G.
    Nick G.New Participant

    Display Conversation ID in the Preview PanelSubmitted

    It would be useful to surface the Conversation ID directly in the preview panel when viewing a conversation in Fin.At the moment, if I need the Conversation ID, I have to navigate away from Content and open Conversations → Analyse to find it. This adds unnecessary friction, especially when debugging, sharing references with colleagues, or cross-checking data.Having the Conversation ID visible in the preview panel would:Save time and reduce context switchingMake troubleshooting and internal referencing easier Thanks for considering.

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    Nick G.
    Forum|Forum|7 months ago
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    MirjamNew Participant

    Subject line in macrosSubmitted

    For easier use in outbound mails, a subject line would be highly appreciated.

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    Forum|Forum|7 months ago
    Sam Brewerton
    Sam BrewertonNew Participant

    Pre-bookmark Attributes to appearSubmitted

    In Settings 👉 Data 👉 People 👉 Attributes, you can organise the Attributes which appear on the right hand side panel of the chat. Every company has their own preference for what Attributes show, and in what order.Whenever we create a new profile, they have to organise their right hand side panel in the way our company organises it - takes approx 30 mins.It would be great if you could pre-set these bookmarks, so that every user has the same bookmarked attributes already set up by the company.

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    Sam Brewerton
    Forum|Forum|7 months ago
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    Nicola ReddyNew Participant

    Automatically remove email participants from an email thread when non-Intercom users update the email recipient listSubmitted

    Currently in Intercom, when an external customer/email recipient removes an email recipient from an email thread, Intercom automatically adds them back on to the thread. This means that it is very easy to press “reply” and send your email to recipients who should not have received that email. This poses a serious data protection risk. It places extra work on the Intercom user to double check again the email recipient list every time before sending a reply, which results in extra work and undue delay in replying to customer emails. This behavior creates a real risk that confidential information or data may accidentally be sent to the wrong recipient.It would be very useful if Intercom either (a) only allowed replies to the email recipients who were on the immediately previous email - even if that is from an external user or (b) clearly alerted the Intercom user that an email recipient has been automatically re-added back into the conversation by Intercom, to reduce the risk of my team replying and sending information to a recipient who should not have received it.This would then match how other inboxes operate e.g. gmail, hotmail when using a “reply all” function. Currently the Intercom “reply” default position is different to what the user expects and so increases the risk of the user getting it wrong.Expected benefits: Prevent accidental sharing of confidential information/data with unintended email recipients; Increase GDPR and data security; Reduces work for Intercom users and increases customer response time as no extra checks needed before pressing “reply”; Avoids the need to alert staff and train them to a different unexpected feature that does not match industry norm when replying to emails with multiple recipients.

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    Forum|Forum|7 months ago
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    Andrii MNew Participant

    Add whitelist for api keysSubmitted

    For security reasons api keys should not be that open.Whitelist is a must feature for space security, if people get fired we are supposed to rotate all keys from all apps which is totally inconvenient and it is easier just to remove VPN access from the person.

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    Forum|Forum|7 months ago
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    Ash EdwardsNew Participant

    Company Parent-Child RelationshipsSubmitted

    Hi Team,Zendesk supports parent-child relationships primarily for Organizations (Companies), allowing you to group subsidiaries or branches under a main headquarters for better tracking.When will Intercom have this feature?

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    Forum|Forum|7 months ago

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