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    Leandro WenzinNew Participant

    Allow routing “Continue on WhatsApp” to different numbers based on customer country or other attributesSubmitted

    Currently, the “Continue on WhatsApp” action always routes the customer to a single WhatsApp number configured in Settings → Channels → WhatsApp → Switch from Messenger to WhatsApp (one number per workspace).This creates a limitation for companies operating in multiple countries with different WhatsApp numbers per region. There is no way to direct customers to their corresponding local number, which negatively impacts both customer experience and operational efficiency.Problem:If a business uses different WhatsApp numbers per country, all customers are still redirected to the same number, regardless of their location or attributes. This can lead to:Customers contacting the wrong regional team Delays in response times Fragmented conversations and routing issuesSuggested improvement:Allow agents or automation rules to select which WhatsApp number is used when triggering “Continue on WhatsApp”.For example:Route based on customer attributes (e.g., country, language, region) Allow rules in workflows to define the destination number Allow agents to manually choose the WhatsApp number when using the “Use Continue on WhatsApp” action in conversationsThis last point would already be a significant improvement, as it would give support teams immediate control to route customers to the correct local number during live conversations.This would enable businesses to:Maintain local communication channels Improve response times and routing accuracy Preserve a better customer experience across regions

    0
    7 months ago
    NoamKevinNew Participant

    Ability to create multiple Custom ReportsSubmitted

    I’d like to have the option of creating multiple “customer reports” instead of just one that will be very long, etc.For example - per Audience, or per topics, and similar.Lastly - I’d like to have the option of adding MONITOR rates/results to the custom reports. 

    0
    7 months ago
    NoamKevinNew Participant

    Add Audience filter to Performance reports in AnalyzeSubmitted

    I’d love to have the option to set a filter by “Audience” in the Analyze•Performance section, instead of using custom reports. Why? We are a global company with local subsidiaries, and I’d want to be able to analyze either overall interactions or the relevant subsidiary only.  

    0
    7 months ago
    Jennifer BedardActive User

    Separate Away Statuses by TeamSubmitted

    We have multiple teams on Intercom and each team utilizes slightly different “Away” statuses. It would be helpful to be able to customize which teams a given “Away” status is displayed for so that teams aren’t having to scroll through all options to find those specific to their team. 

    0
    7 months ago
    Shanté SimpsonNew Participant

    FIN Voice - AI summarySubmitted

    We have adopted FIN voice but when FIN is unable to handle the query it needs to be escalated to a human agent. It would be helpful if we can build an ‘AI Summary step into the workflows like we can with live-chat. This will streamline calls and prevent clients from having to repeat themselves.

    0
    7 months ago
    Micah EdingtonNew Participant

    Need Custom Intercom Hold Music / MP3 Recordings interrupt calls in workflowSubmitted

    Hi there, I’d like to request support for custom hold music in Intercom’s phone workflows. It would greatly improve the customer experience if we could upload an MP3 or audio file that plays while the caller is waiting, similar to traditional hold music. Ideally, agents should still be able to answer the call at any time, even while the recording is playing. This would bring Intercom’s call experience closer to an enterprise-grade system and help us maintain a professional, branded phone experience. Thanks!

    2
    7 months ago
    gwrightNew Participant

    Custom Hold MusicSubmitted

    A simple request: custom hold music for Intercom Phone.I’d want to be able to upload a mp3 or wav file of music and not rely on the default. (My company is in the music industry, so this is missing feature is unfortunately a potential dealbreaker for us for adding Phone)

    5
    7 months ago
    Danielle MoermanNew Participant

    Ability to bulk edit help center collection audiencesSubmitted

    Currently, you can bulk edit the fin audience, tags, and status. However, it would also be ideal to be able to select all articles in a collection and bulk edit the help center audience. Doing this manually is extremely time-consuming if a collection has more than 10 articles. We ran into this issue when adopting a new product: we want certain users to see specific articles in our help center. This goes beyond Fin. Luckily, our colleague found a way to set up an automation script, but that shouldn’t have to be the case. 

    0
    7 months ago
    Nicole WendlerNew Participant

    Custom colors in the Help Centre (Font, Call-outs)Released

    Would be great to have custom colour options available on the Help Center when editing articles, e.g. font colors to highlight particular sections in the text or custom colors for the call outs etc. 

    12
    7 months ago
    Carl MNew Participant

    Reopen - add assigned rep prior to reopen/actionSubmitted

    You already have “Teammate assigned when action performed” in which this will tell us rep assigned for the reopen action.I would suggest to also add the assigned rep prior to reopen, this will help us identify reps that did not deliver full resolution and will be eligible for uptraining or any knowledge improvement to help the team

    0
    7 months ago
    Charlene PorterNew Participant

    Is it possible to allow users to subscribe to collections and receive notification when new articles are added?Submitted

    This is really a 2 fold questionIs it possible to allow users to subscribe to collections and receive notification when new articles are added? How are other companies disseminating patch notes to customers who want to “subscribe” and receive notifications when patch notes are released?

    5
    7 months ago
    Conor
    Super User ✨
    ConorSuper User ✨

    Support Stack E13: Fin handles the easy stuff… which means your team is left with the hardest conversationsSubmitted

    In episode 13 of Support Stack, Thomas Hils (Head of Support @ Wingspan) shows how he’s rebuilt QA using Claude Cowork + Intercom, without adding another tool.It’s a really practical look at: why QA gets harder as Fin improves where AI falls down without structure how to actually make AI useful for QA Watch here: 

    0
    Conor
    Super User ✨
    7 months ago
    Caroline LevisonNew Participant

    Make CX score available through the APISubmitted

    I want to be able to use the API to search for conversations with a certain CX score within a particular date range. Can you please add CX score to Accepted-Fields? https://developers.intercom.com/docs/references/rest-api/api.intercom.io/conversations/searchconversations#section/Accepted-Fields

    0
    7 months ago
    Justine KatunduNew Participant

    Movement of agents across inboxes/channels during a shiftSubmitted

    A report that allows us to analyze how agents are assigned and moved across different inboxes during their shifts (e.g., chat, email, snooze, tickets, etc.). This will provide greater visibility into workload distribution and support more effective operational planning.

    0
    7 months ago
    Justine KatunduNew Participant

    Agent time at maximum capacity (per shift)Submitted

    A report that shows the amount of time (hours) an agent spends operating at maximum capacity during each shift. This will help us better assess headcount requirements and improve schedule distribution across the operation.

    0
    7 months ago
    granthollowayNew Participant

    Outbound smart schedulingSubmitted

    Where it checks their most recent outbound and only sends if they haven't gotten an outbound within x number of days, ie.. within the last 2 or 3 days We have separate outbounds and workflows and it’s too hard to coordinate rules so users don’t get spammed

    0
    7 months ago
    Colleen WeatherallConnector

    Submit feature requests from Fin chatSubmitted

    After learning in a Fin chat that functionality doesn’t exist, I asked it to submit a feature request, and was directed here. Customers shouldn’t have to take this extra step when you can automate it.

    0
    7 months ago
    Colleen WeatherallConnector

    Let me set button colors in postsSubmitted

    We should be able to select button colors for posts as we do for banners. I don’t want to use the color I have defined in brand settings.

    0
    7 months ago
    jorritTCNew Participant

    Showing tooltip content without user interactionSubmitted

    Currently, the content you add to tooltips will only be visible after a user has interacted with the icon or label. It would be nice if there was an option to automatically show the content without needing users to interact with it. 

    0
    7 months ago
    Page AtkinsonConnector

    Ability to pin/hide ticket attributesSubmitted

    We currently have 20 ticket attributes visible, some of which are not commonly used, or not used across all teams working the same ticket types.  It would be great if users had the ability to customize the ‘Ticket attributes’ view to pin or hide, and re-order specific attributes.  If they could re-order the view it would also be very helpful, but just being able to hide certain attributes would make it much easier for the team to focus on key ticket attribute fields.

    0
    7 months ago
    Mali Parry-OwenNew Participant

    Ticket Portal ExportSubmitted

    Allow users to export their own tickets from the ticket portal, and allow this to be restricted to own tickets only vs company-wide tickets.Ticket attributes should include dates, requester, title, state.

    3
    7 months ago
    PaytLauraPNew Participant

    News items in multiple languagesSubmitted

    We would love to use the newsfeed to make it easier to send short updates to our customers rather than having to post these in articles. However, we post all updates in four languages (potentially more in the future). We don't have an easy way to make these news items multi-language; we have to make an extra news item for each language.We would really appreciate an option to easily create multilingual news items, to save time and make it easier for our customers to switch languages.

    0
    7 months ago
    Duncan I.New Participant

    Feature Request: Auto-Populate Case/Ticket Numbers in Macros and Automated VerbiageSubmitted

     We propose adding the ability to auto-populate case or ticket numbers in macros and automated verbiage within Intercom. This feature would streamline communication with customers, improve case tracking, and enhance the overall support experience.Problem StatementIntercom currently allows for auto-population of customer profile data (e.g., "Dear [FirstName]"), which is a valuable feature for personalized communication. However, there is no option to auto-fill case or ticket numbers in messages.This creates the following challenges: Inefficient Workflow: Agents must manually copy and paste ticket numbers into messages, adding time to each interaction. Customer Confusion: Customers are not consistently provided with ticket numbers, making it harder for them to reference their cases. Tracking Issues: Without ticket numbers in customer communications, it is harder to trace cases when customers follow up or escalate issues. Proposed SolutionIntroduce a placeholder variable for case or ticket numbers (e.g., [ticketNumber]) that can be used in macros, templates, and automated responses.Feature Details: Dynamic Placeholder for Ticket Numbers Allow macros to include a new variable, [ticketNumber], which automatically inserts the associated ticket ID. Example: “If you need anything else, please reach out to support and reference case number [ticketNumber].” Customizable Format Allow administrators to customize the display format of the ticket number (e.g., "Case #12345" or "Reference ID: ABCD1234"). Integration with Automation Ensure ticket numbers can also be used in automated workflows, such as follow-up messages or escalation responses. Consistency Across Channels Include this feature for all communication channels supported by Intercom, such as email, chat, and in-app messaging. Use Case ExampleAn agent resolves a customer issue and applies a macro that says:“Thank you for reaching out. If you need further assistance, please contact us and reference case number [ticketNumber].”Instead of manually entering the ticket number, the macro dynamically fills in the unique case number associated with the conversation, ensuring accuracy and saving time. When the customer follows up, referencing the ticket number allows the agent to quickly locate the case.Expected Benefits Improved Efficiency: Reduces manual effort by auto-filling ticket numbers. Speeds up response times for agents. Enhanced Customer Experience: Provides customers with clear reference information for their cases. Reduces frustration during follow-ups or escalations. Better Case Tracking: Simplifies case identification for both agents and customers. Improves consistency and accuracy in support communications. This feature would deliver immediate value by addressing a widespread operational challenge.

    2
    7 months ago
    Clara SommerNew Participant

    Feature Request: Flexible File Sending (Attachments vs Links)Submitted

    ProblemIntercom currently applies a global setting for file delivery (either all attachments or all links).This creates issues:Compliance constraints: Some B2B partners (e.g. German Netzbetreiber) cannot open links → require PDF attachments Manual workarounds: Agents must download and resend files via other tools Different team needs: Some teams need attachments (PDFs) Others prefer links (videos/images) No way to automatically handle large files (>20MB)Proposed SolutionHybrid logic (size-based): ≤20MB → send as attachment 20MB → send as link Team/inbox-level settings: Configure file delivery per team (not globally) (Optional) Per-message toggle for agentsImpactReduces manual work Supports compliance requirements Improves speed and flexibility across teamsWould love to see this supported 🙌 

    0
    7 months ago
    Patrick PayneNew Participant

    Conversation and ticket export functionality from widgetSubmitted

    Customers have asked for the ability to export their support history directly from the widget.

    0
    7 months ago
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