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    ianmisnerNew Participant

    Make Cmd + A select the conversation text (not all conversations) when focused in the conversation paneSubmitted

    When I’m in the Inbox and the cursor is inside the conversation content area, pressing Cmd + A currently selects all conversations in the current view. It would be much more useful if Cmd + A selected the text inside the conversation instead (so I can copy the full chat). This matches the expected behavior in most text areas and improves keyboard navigation for copying conversations.

    0
    7 months ago
    Grace Ndabananiye
    Grace NdabananiyeNew Participant

    Keep conversations visible when archiving users/leadsSubmitted

    Right now, when a User or Lead is archived in Intercom, all their conversations are archived too. This causes problems because teams often still need access to past conversations for context, audits, support continuity, product investigations, and customer history - even if the user is no longer active.What we’re asking forPlease separate the act of archiving a user/lead from archiving their conversations. Conversations should stay visible and searchable unless an admin chooses otherwise.Why this mattersTeams rely on historical conversations to understand past issues and avoid asking customers to repeat themselves. Product, Engineering, and Compliance often need older conversations for investigations and audits. Archiving conversations affects reporting, SLAs, tagging trends, and Fin AI analytics. Re‑engaging customers becomes harder without visibility of previous interactions.Suggested improvementsAdd a workspace setting that lets admins choose what happens to conversations when a user/lead is archived (e.g., keep them visible, archive only closed chats, or apply a retention period). Provide a simple checkbox option when archiving a user/lead so the teammate can decide what to do with the conversations. Keep conversations discoverable in Search, Reporting, QA/Monitors, and Fin/Copilot analytics even if the user profile is archived. Show a small banner like “This user is archived” without hiding any history.What success looks likeArchiving a user/lead no longer hides or auto‑archives their conversations. Teams can still view, search, and report on those conversations. Open conversations remain open unless a teammate or rule closes them. The workflow is clearer and reduces accidental loss of useful history.

    0
    Grace Ndabananiye
    7 months ago
    Plancraft RevOpsNew Participant

    Merge Calls into Open ConversationsSubmitted

    Hi Intercom team,We'd like to request the ability to automatically merge an incoming or missed call into an already open conversation with the same customer — regardless of the channel that open conversation originated from (e.g. email, chat, or a previous call).Currently, every phone call creates a new standalone conversation, even when an open conversation already exists for that customer. This leads to:• Fragmented customer history — the call and the existing conversation are disconnected, making it hard for agents to have full context.• Duplicate workload — agents end up managing two separate conversations for the same customer issue.• Broken workflows — our processes rely on a single conversation thread per customer interaction, and split conversations disrupt that.The expected behavior would be: when a customer calls and already has an open conversation (from any channel), the call should be appended to or merged with that existing conversation, keeping the full history in one place.We'd appreciate this being considered. Please let us know if there are any existing workarounds we may have missed.Thank you!

    0
    7 months ago
    Danielle MoermanNew Participant

    Better way to organize collections for Help CenterSubmitted

    It would be great to have a better way to organize collections in a help center. The drag-and-drop feature is super touchy, making it hard to organize exactly the way you want. For instance, alphabetically. This is an easy change that would really speed up the workflow. 

    0
    7 months ago
    Ashley RNew Participant

    Text Box EnlargementSubmitted

    Add the ability to enlarge the text box when adding large comments etc this allows. 

    0
    7 months ago
    Leon KieferNew Participant

    Make it possible to identify a user and log events even when offlineSubmitted

    Add an internal queue in the android and ios sdk, which queues the api requests and wait for a user jwt beeing set once the device is online again. currently users cannot be identified and events cannot be logged while the device is offline and jwt authentication is enabled. the jwt must be set before indentify can be called. but to get a jwt token the device must be online.Before without the JWT authentcation the identify and logging user events worked fine offline, but now its super unreliable, because this new network request must be done before calling identify.

    0
    7 months ago
    בן גטניוConnector

    Add dynamic sorting functionality to Monitor viewSubmitted

    Monitor view needs the same column sorting functionality as the regular Inbox. Currently can't sort by Date Started (ascending/descending) which makes it hard to manage flagged conversations efficiently.

    0
    7 months ago
    בן גטניוConnector

    Add Boolean Yes/No indicator for Monitor conversationsSubmitted

    When using Monitors to track specific conversation types (like ID document uploads), we need a simple Yes/No checkbox to mark whether a teammate has already reviewed that conversation.Currently, Monitor only supports full scorecards, but for tracking purposes we just need a basic "Reviewed/Not Reviewed" toggle that's accessible while viewing the conversation in review mode.This would help teams efficiently track which flagged conversations still need attention without requiring complex scoring systems

    0
    7 months ago
    MalaikaNew Participant

    X (twitter) integrationSubmitted

    To have a direct integration from X to intercom. To receive DMs, flag mentions and complaints 

    0
    7 months ago
    Anthony Miller 2Connector

    Change upload permissions based on taggingSubmitted

    I have a certain set of customers that I want to prohibit from uploading documentation or images. They have sensitive/classified data and I don’t want to give them the chance to accidentally upload something that would be a problem for them. 

    0
    7 months ago
    Rhiann Porter
    Rhiann PorterConnector

    Why can't we change a ticket's type after creation?Released

    We have a workflow set up to create a ticket when customers choose certain options when talking to Fin. Sometimes customers choose the wrong option (despite us making them as clear as possible, the customer can’t always know what causes the issue).This means we have a ticket open for one thing, but the problem is actually another, and this makes it very difficult to track issues with different products.Why are we still not able to change a ticket type once it’s set? Anyone else think this would be a useful feature?

    27
    Dianah Tripac
    7 months ago
    Julie Edwards
    Julie EdwardsNew Participant

    Lite seats should be able to access messenger settingsSubmitted

    I was surprised to learn that lite seats cannot access the messenger settings. I have an engineer I had to grant a full seat to because he needed to access the security part of messenger settings to secure our messenger. As I understood it, lite seats were intended for cross collaboration with roles like Engineering who may just need to access Intercom to help with installation. It seems silly that we’d have to pay a full licensed seat for a role just helping us out with installing and securing intercom. I think this should be included on the lite seat. 

    0
    Julie Edwards
    7 months ago
    Nika MooreNew Participant

    Pin a reply or note in a conversation for easy referenceSubmitted

    I’d love to be able to pin a reply or note in a chat to the top of the chat or to the details pane for easy access. This would make it easier to locate certain messages and/or notes for easy reference. 

    0
    7 months ago
    Brett WilloughbyNew Participant

    Set default email address for new outbound conversationsSubmitted

    We currently share our Intercom instance between multiple teams, all of who use different ‘team/department email addresses.When composing a new email conversation, the “From” email defaults to the platform default email address, and requires many of our teammates to change this in the composer, for every single new email conversation they compose.It would be great to have the capability to set a “default email” by user,  selecting from one of the pre-loaded and verified email addresses within Intercom.This would then allow us to set an outbound email per team / teammate, and no longer needing the team to physically change this every single time they need to send an email.

    2
    7 months ago
    Ngoc StrategNew Participant

    Attachment preview optionSubmitted

    Currently, when we click on documents, they redirect to another link and get downloaded directly without a preview option.Having the ability to preview documents before downloading is helpful as it allows us to quickly verify key details without needing to download the file. Having a preview option could help improve efficiency and save time for the team. 

    0
    7 months ago
    wingmanappNew Participant

    Semantically search for a conversationSubmitted

    Type in something like “conversations where the user is talking about X” and it shows you those conversations.

    0
    7 months ago
    Bradley CoyleNew Participant

    AI Insights - Custom Date Range FilterSubmitted

    It would be incredibly helpful to have the option to set a custom date range in the AI Insights report, rather than being limited to week‑over‑week trends. This would make the data much more flexible and actionable for different reporting needs.

    0
    7 months ago
    Danny RodriguezNew Participant

    Conversation Full-Screen viewSubmitted

    It would be nice to be able to have an option to make the email/ticket/conversation window fullscreen. Maybe pull the box left to widen the view (I think this will also allow you to view images better). And also be able to resize the email note box. It would also be nice to click an image to view it larger.   

    1
    7 months ago
    Roger Torrent CollNew Participant

    Change color in Stacked Column ReportsSubmitted

    Be able to change the color of stacked column reports. All i see is a very similar blueish color that makes it difficult to differentiate.

    0
    7 months ago
    Joris WitkampNew Participant

    Manual change the reply adressSubmitted

    I want to change the reply-adress of Settings > Channels > E-mails > E-mail settings: Workspace email address manually. Right now the adress is automatically generated from the Workspace Name (Settings > Workspace > General: Name)To specify: Our Intercom Workspace is for multiple companies; Plug&Pay & Huddle So that’s how I want to communicate to the customers, but the reply adress doesn’t reconize the ‘&’, so the automatically generated reply e-mailadress is weird: ...@plugpay--huddle.intercom… Most ideal situation would beWorkspace name: Plug&Pay & HuddleReply adress: ...@plugandpayandhuddle.com (without ‘intercom-mail’) 

    0
    7 months ago
    Sam M13
    Sam M13Connector

    Transfer Outbound Call to a TeamSubmitted

    It would be nice to transfer a call to a team even if it was Outbound. This is especially important because Callbacks are considered Outbound calls and sometimes we need to transfer these to the correct team because the customer called the wrong line to begin with.

    1
    7 months ago
    Gaëlle Hénaff SterbikNew Participant

    Have a dark mode on the Help CenterSubmitted

    It would be great if we could enable an option when setting up our Help Center so that people can view it in dark mode if they want to. Right now, that’s not possible, and the only suggestion is to change the background color—which is a shame...

    0
    7 months ago
    Vicky LabergeNew Participant

    Feature to eliminate manual input during ticket form submission.Submitted

    Hi,We have many customers who don’t complete the ticket form and continue to send messages. In the workflow, there is an option to disable customer replies, but in the chat it simply says that the conversation is closed.It would be very useful to automatically re-enable customer replies once the customer has filled out the form. This would save a lot of time, as we currently spend a lot of effort explaining to customers how to complete the form.We have a macro for this, but it would be a great addition if Intercom could handle it automatically.

    0
    7 months ago
    Gustavo SatakeNew Participant

    conversation API should return also outbound-only conversationsSubmitted

    For most recent versions of intercom API (2.14 and 2.15), the GET /conversations endpoint doesn't support sort nor order query parameters (version 1.4 surely did), and POST /conversations/search AND cloud data export feature do not export data from conversations that were outbound-only (meaning: didn't have customer reply).

    0
    7 months ago
    Dennis MarkgrafNew Participant

    List of Tags in InboxSubmitted

    There is a user tag overview in the inbox.This is needed for all conversation tags as well 

    0
    7 months ago
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