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    3160 Ideas

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    Colin ConnorNew Participant

    I can filter Reports by Company PropertiesSubmitted

    When generating Reports on Topics, I would love to be able to filter by Company Properties.The main challenge I’m looking to solve/question to answer is: what have customers who’ve set their account to cancel in the last 90 days chatted in about around that time?What areas of our platform are likely leading to customers stubbing their toes/wanting to offboard?

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    Forum|Forum|7 months ago
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    AlissaNew Participant

    Articles: Export to PDF option for End UsersSubmitted

    My customers would really benefit from being able to export an article in my Intercom knowledge base - especially in PDF format. 

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    Forum|Forum|7 months ago
    Nurit
    Innovator ✨
    NuritInnovator ✨

    In-App Notifications for TeammatesSubmitted

    We’re currently using multiple Slack channels to keep our team updated on important workspace activity, but it’s become overwhelming. Teammates are missing critical notifications because they’re scattered across different channels, and it’s just too much to keep track of.We’d love to have in-app notifications built directly into Intercom so our team can get alerts right where they’re already working. This would help everyone stay on top of what matters without constantly jumping between Slack and Intercom.

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    Nurit
    Innovator ✨
    Forum|Forum|8 months ago
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    Mary DietzNew Participant

    Display an agent's Away Mode reason when manually assigning a chatSubmitted

    When viewing a chat and manually assigning it to an agent, it displays whether someone is away vs. available, but to also display their reason for being away. For example, if there is a chat Tyler was working on, and it gets assigned to a Team Inbox, I would look to assign it back to Tyler. It would be helpful to know if Tyler is on lunch vs. PTO to determine if Tyler will be available at some point in the day to handle the conversation or it must be addressed by another agent. 

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    Forum|Forum|8 months ago
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    Ken DucusinNew Participant

    Fin for Zoom webinar Q&ASubmitted

    I wonder if there is a way to connect Fin to our zoom meetings when we have Q&A setup. Have Fin draft an initial response to the user’s question and have someone backstage read, edit, and validate the answer to send.This way, Fin gets better in real time as we improve the answers and there's an automatic draft of a reply to the user that our team can leverage. This would probably eliminate half the humans we need on these live trainings in the backstage. 

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    Forum|Forum|8 months ago
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    kateryna.zhurbenkoNew Participant

    Automatic mergeSubmitted

    Allow automatic ticket/conversation merging if two or more tickets/conversations from one user (the same email address) are currently open.

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    Forum|Forum|8 months ago
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    John BarronNew Participant

    Allow users to archive / delete messagesSubmitted

    We have old posts and news items we’ve shared via the messenger under the  “messages” section that we don’t want to delete because we’d like to keep the data and old campaigns visible. However, those old messages still display to our users even when paused. It would be great if the user could delete or archive messages after they’ve seen them to help with this OR if we had a way to archive but still keep those old campaigns in the back end of Intercom. 

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    Julie Edwards
    Forum|Forum|8 months ago
    Julie Edwards
    Julie EdwardsNew Participant

    stop cross product message visibilitySubmitted

    Currently if a user has access to multiple products and receives a message on one, they’ll see that message when on the other product. We’d like to isolate our messaging so that when on Product A, the user only see’s Product A’s messages. And when on Product B, only Product B’s messages appear. 

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    Julie Edwards
    Forum|Forum|8 months ago
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    mario_Juicer.ioNew Participant

    Reordering Tickets Participants: Internal Domain Emails Always First, Client Email Hidden in PreviewSubmitted

    Adding colleagues’ emails from our own domain makes them prominently featured in the ticket. I tried removing them to make sure the client's email is seen in the ticket list, but as soon as I add someone from our own domain, they get the leading place in the participants list, which makes visually scanning the opened tickets more difficult, because the ticket previews just show their emails and “n more”.Could the users/emails from our own domains be always pushed to the end of the participants list so the previews show an actual client email, and not one of ours? Fin told me that removing the recipients and then re-adding them in the order I need them would work, and I’ve tried that, but I always end up with our own email being the first one, regardless of the order I add them in.

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    Forum|Forum|8 months ago
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    Olga KuharskayaNew Participant

    Add built-in quote or reply-to-specific-message feature in conversation (chats)Submitted

    During chat communication with a client, it is very convenient to have the ability to reply to or quote a specific client message. This is especially important when the conversation is intensive and the client sends many messages. This functionality is available in all messengers and is greatly needed in the Intercom Inbox.

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    Forum|Forum|8 months ago
    יניב
    יניבNew Participant

    Support Hebrew in Fin Voice 🌈👑💫Submitted

    Please support Hebrew in Fin Voice!So many of us would love to give it a go!

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    Y
    Forum|Forum|8 months ago
    Aiden Taylor
    Aiden TaylorNew Participant

    Display Caller's State/Province Based on Area CodeSubmitted

    Displaying the caller’s location within the voicemail conversation would save my team time. When my team starts returning voicemails from the night before at 8 AM Eastern (5 AM Pacific), they have to look up the area code to see where the caller may be calling from to make sure they aren’t calling a customer at 5 AM.  

    0
    Aiden Taylor
    Forum|Forum|8 months ago
    K
    Ken DucusinNew Participant

    Display message list by topic instead of last message in threadSubmitted

    Can we change what is shown in Fin's message history?  Is there an option to display an AI thread topic summary instead of the last post?  I'm thinking along the lines of how ChatGPT does it so you can quickly grab the thread you need to reference again. 

    1
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    Forum|Forum|8 months ago
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    Tim FremuthNew Participant

    Adjustable Column Widths in Knowledge Articles OverviewSubmitted

    As a user, I would like to adjust column widths in the Knowledge tab by dragging with the mouse, so I can display folder names and structures completely.Problem:Currently, longer folder names in the knowledge overview are truncated, which impacts readability and user experience.Desired Solution:Ability to adjust column widths by dragging column borders Similar to the functionality already available in the Inbox area Better readability of folder names and other column contentBenefits:Improved user experience Better overview of content structure Consistent interface behavior across different platform areas

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    Forum|Forum|8 months ago
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    Simon AbbottNew Participant

    Request: Remove the transcription feature from the SDKSubmitted

    I would like to express my disagreement with the decision to add voice transcription in intercom-ios v19.3.0 for two main reasons:1. It is unnecessary. iOS has Dictation built-in, which allows users to dictate speech-to-text in any textfield system-wide, including the Intercom text box. Additionally, the Apple Dictation feature does live transcription, rather than waiting until the user presses "done", which is a nicer UX for those users who do want to use it. Finally, using the built-in Dictation feature doesn't require any additional iOS permissions, it simply works everywhere.2. It was a breaking change in a minor update. Adding voice transcription requires the use of the microphone, which correspondingly requires a `NSMicrophoneUsageDescription` be provided or else the app will be rejected by Apple when you try to upload it. The fact that this breaking change was released as a minor update (ios v19.3.0, react-native v9.3.0) means it is easy for developers like myself to overlook the need for this change. The documentation says it is optional, but it is not. This is misleading and causes developer frustration, especially when trying to release timely updates, as the first sign we get that something is amiss is Apple rejecting the build, which happens right at the end of a deploy cycle.For these reasons I would like to request that the SDK-level transcription feature be removed (or at least be made into an actually optional separate bundle / SDK). If it can’t be removed, I would like an explanation of why it is necessary to have rather than using the system-wide Dictation feature.

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    Forum|Forum|8 months ago
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    Maayan AyalonNew Participant

    Unable to move intercom bubbleSubmitted

    Hello,My client was unable to preform an action in the platform because the CTA he was trying to click was “hiding” behind Intercom conversation bubble.I would be useful if the conversation bubble could be moved to a different location, per the user’s choice. 

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    Forum|Forum|8 months ago
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    Carolina MesquitaNew Participant

    Rejected and missed callsSubmitted

    We would like to see calls rejected and missed by teammate on a report. Very useful!

    0
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    Forum|Forum|8 months ago
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    Madeline G.New Participant

    Pre-Populate Outbound Call Number Based on Assigned TeamSubmitted

    We’d like to request an enhancement to the outbound calling experience in Intercom: Automatically pre-populate the outbound caller ID number based on the team assigned to the ticket.Current Behavior:When agents make an outbound call, all available team phone numbers (we have 7) appear as options. Agents must manually select the correct number each time they call.Proposed Enhancement:Automatically default the outbound caller ID to the phone number associated with the assigned team for the ticket. Agents should still have the option to change the number manually if needed, but the correct number should be pre-selected by default.Why This Matters: Reduces agent friction and manual error Ensures consistency in outbound communications Prevents clients from receiving calls from unexpected numbers Saves time and simplifies the workflow for teams with multiple support lines This change would greatly improve efficiency and accuracy for any organization managing multiple support teams or phone numbers within Intercom.

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    Forum|Forum|8 months ago
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    Zoe CoxonNew Participant

    Allow edit on sent messagesSubmitted

    We’re finding it annoying that when typing as humans we do make mistakes from time to time... We’d love the ability to edit sent messages to correct grammar/spelling/punctuation.Our previous chat service allowed this. We try our best to check messages before we send them, but if a correctly spelled but incorrect word is used it’s really hard to pick up on these. Having an edit feature would solve so much for us.Whether it’s a feature we have the option to turn on/off or select which users are able to edit, it would be really beneficial to us.

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    Forum|Forum|8 months ago
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    Andreas PoulsenNew Participant

    Allow REST API to update language_overrideSubmitted

    For some reason, the REST API for Contacts ignore when you try to set the language_override property, both via POST and PUT. I can just fine update other attributes, but language_override is not working. I can fine update it manually in the Intercom web interface.I have double checked authentication and proper language codes.This seems deliberate from the REST API to ignore this property. I have a technical setup where I create leads programatically – so I’m not able to use the browser JS API. I sent emails to these leads, and I’d like the emails footer to be translated to the proper language of the lead – but now it just defaults to English.

    3
    Steeve Cayla
    Forum|Forum|8 months ago
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    FerdinandNew Participant

    Feature Request: Improved navigation flow for showArticle methodSubmitted

    Hello Team,I am writing to share feedback regarding the navigation behavior when using the JavaScript Intercom("showArticle") function.Currently, when this function is triggered consecutively for multiple articles, it creates a deep navigation stack. As a result, users are forced to click the "Back" button multiple times—once for every article viewed—just to return to the Messenger Home view. This creates a significant amount of friction and is not a user-friendly experience.Suggestion: It would be a significant improvement to include a persistent "Home" button or a "Close Article" interaction that returns the user directly to the Messenger root view, bypassing the history stack. Alternatively, providing a programmatic way to reset the navigation history would also solve this issue.Thank you for considering this improvement.

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    Forum|Forum|8 months ago
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    Miyah AlbaNew Participant

    Allow Multiple Instances of the Articles SectionSubmitted

    As our Help Center scales, being limited to a single instance of each homepage section (like Articles) is becoming a constraint.Today, the Articles section is the only place Intercom supports true single-sourcing on the Help Center landing page, making it extremely valuable real estate. Allowing multiple instances of the same section type would let teams write content once and surface it in different strategic contexts (like Onboarding and Strategic Guides) without duplicating articles or distorting the core IA.These content types serve different user intents and don’t naturally belong in the main journey hierarchy, so offsetting them  visually improves UX, discoverability, and scalability.Since these components already exist, enabling multiple instances feels like a low-lift extension rather than a net-new build, and would unlock much more flexible, future-proof Help Center design for growing knowledge bases.

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    Forum|Forum|8 months ago
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    Nick MirandaNew Participant

    Workflow Trigger for Survey CompletionSubmitted

    I’d like to be able to create a trigger for a workflow to execute once a survey is completed. In this example I have a survey built to go out to customer’s after they have finished their onboarding period. I would like to be able to notify my slack channel once this has occurred so that I know the moment a survey has been completed.Right now it seems like most triggers are conversation based but this would be a good example of a user completing an action and then being able to take action directly afterwards.

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    Forum|Forum|8 months ago
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    InformerNew Participant

    Add holidays to office hoursSubmitted

    Fin is answering conversations outside office hours. I need to set new office hours every time we have a day of (for example because of a national holiday). An option to set holidays so I don't have to change the office hours or change the workflows to the other custom office hours would be nice.

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    Forum|Forum|8 months ago
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    Pauline BrizardNew Participant

    Schedule exceptional chat closure timesSubmitted

    Our teams are unavailable on certain public holidays (e.g. August 15th) and cannot respond to chat messages on those days.We would like the ability to schedule exceptional chat closure days or hours, with an automatic message displayed (e.g. “Our team will be back tomorrow”).Instead of having to manually adjust our regular office hours during those weeks, it would be helpful to have a feature that allows us to set exceptional closure dates, with a simple "open/closed" toggle for the chat on those specific days.

    1
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    Forum|Forum|8 months ago

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