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🎅 How to prepare your Fin AI Agent for Christmas 🎅

16 days ago

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2 years ago

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Laura CelentanoNew Participant

Expose duplicate-conversation detection as a filterable attribute/tagSubmitted

Problem:When Intercom's built-in duplicate-conversation detection identifies that a customer has another conversation with recent activity, it writes a system-generated internal note on the conversation. This signal is currently a dead end for automation and triage:- Workflows can't react to it. The only workflow trigger that fires on notes is "Teammate adds a note," which explicitly only fires on notes added by a human teammate — not system-generated ones. There is no trigger for "system note added" or "duplicate conversation detected."- Inbox Views can't filter on it. Custom views support filters like tag, team, SLA, channel, and conversation data attributes — but not note content, and there is no corresponding conversation attribute capturing "has a potential duplicate" that a view could filter on instead.Impact:Teams that want to proactively queue up likely-duplicate conversations for merging have no way to build that queue. The only option today is manually tagging conversations by hand after spotting the note — a time-consuming diversion that defeats the purpose of the detection feature.Request:Expose the duplicate-conversation detection result as a first-class, filterable signal — either:1. A conversation attribute (e.g. `has_potential_duplicate_conversation`) that Inbox Views can filter on directly, or2. A workflow trigger (e.g. "Duplicate conversation detected") so teams can auto-tag or auto-route these conversations into a dedicated merge queue.

17 days ago

Rosemary StoneActive User

Dynamic content chunks - not obvious where the chunks are storedSubmitted

Currently, if I want to view or edit chunks of saved dynamic content, I need to go to Knowledge / Content / Create Content. To me this, is not logical. It would be better to have pre-saved content available in Knowledge / Sources OR Knowledge / Content / Content sources.

17 days ago

Rosemary StoneActive User

Dynamic content - make content visible when topic is closedSubmitted

At the moment, it is easy to see dynamic content block when the topic is in ‘edit’ mode. However, once the topic is closed, it just looks like any other text. A faint grey outline would fix this.

17 days ago

Timo OppermannNew Participant

New filter option for conversation tagsSubmitted

Currently the only filter options for conversations tags are: Is Is Not Is Unknown Has any valueThere needs to be an option for ‘contains’ / ‘ doesnt contain’Reasoning being that f.e. our marketing team sends out outbound messages via intercom and tags them all starting with [Prod Comms]. And I would like to filter out any replies with contains ‘[Prod Comms]’, but instead I would be forced to select every single tag individually, which at this point is hundreds of different tags.

17 days ago

Julie SolonNew Participant

Prioritization by Conversation TypeSubmitted

Feature Request: Dynamic Rep Prioritization by Conversation TypeProblem:When conversation volume spikes for a specific conversation type, reps who are capable of handling that type currently need to manually pull conversations or actively monitor queues to help with the overflow.Requested Feature:Allow reps to be assigned a primary and secondary priority for specific conversation types. When volume exceeds a certain threshold in a queue, Intercom could automatically route overflow conversations to reps who have that conversation type as a secondary priority.Example:A rep’s primary assignment is Payroll Support Chats, but their secondary priority is Payroll Support Phones. If Payroll Support Phones volume spikes and exceeds the available capacity of the primary Payroll Support Phones team, Intercom could automatically route some of those conversations to another rep if they are available rather than requiring someone to manually redistribute the workload.Expected Benefit:This would provide more dynamic workload balancing, reduce the need for managers to monitor queues, and make it easier to leverage available rep capacity during unexpected volume spikes.Ideally, this could work alongside existing assignment rules and allow teams to define priority levels, eligible conversation types, and/or capacity limits for each rep.

17 days ago

Kevin BoyerNew Participant

ShortcutSubmitted

Hey there 👋,It would be appreciated it if the “S” shortcut for accessing Macros could be re-enabled, as it was previously.Since the latest version of Intercom, only “#” can be used for this purpose. Which is considerably less practical and inconvenient; it requires two key presses for me and I also need to locate the “#” key on my keyboard first each time to proceed, while using “S” was simply more intuitive and efficient.This is more of a collective feedback from our team than just my personal opinion, so we would therefore be very grateful if the previous shortcut could be restored or eventually replaced by another “letter” as an alternative.

18 days ago

Wyatt LarsonNew Participant

TikTok Shop integrationSubmitted

Create an integration that allows response to TikTok Shop messages directly from the inbox like a Facebook or Instagram message.

20 days ago

Kevin SmithNew Participant

[Feature Request] Show first message timestamp in inbox viewSubmitted

In inbox view, the timestamp of the first message is never available, only n+1. Please add timestamp of the first message on hover.

20 days ago

Aleksandr KislitsynNew Participant

Customization for the Spotlight search bar widgetSubmitted

The limited customization options for the Spotlight search bar widget make it difficult to fine-tune it on the website, which leads to user complaints (the option to “disable the widget” is not a viable solution). Suggestions:1. Add the ability to move the widget to any part of the screen2. Add the ability to change the widget’s size and shape3. Add the ability to temporarily hide the widget using a button on it

20 days ago

Ebenezer.LaleyeIntercom Team

Custom Slack Message Text in Notify Slack StepSubmitted

We use the SMS priority workflow to route urgent member contacts to Slack. We have different urgency types, such as member onsite and scan day, and would like to label them differently in Slack. At the moment the notification template is fixed, so we would like the ability to add a custom text field to the Notify Slack step so each workflow branch can send a distinct message to the same channel.

20 days ago

PaulineNew Participant

Enable users to view a public article in the Help Center while logged in, and via a direct link without being logged in, without having to duplicate the articleSubmitted

Enable users to view a public article in the Help Center while logged in, and via a direct link without being logged in, without having to duplicate the article→ Users : can view the article through the Help Center if they are connected→ Can also view the article through a direct link our team shares before they sign in or if they are not logged in

21 days ago

Tine Saint-GhislainNew Participant

Correct ticket creation timestamp for tickets created through the Fin Slack agentSubmitted

Currently, any ticket created through the Fin Slack agent will receive a “created_at” timestamp corresponding to when the first message was sent in a thread, instead of when the actual ticket was created in Fin.For example, our customer sent a message on 24 September, but we didn’t initiate a support ticket for it until 1 October. Now it looks like we didn’t respond to them for 8 days, and it skews our metrics (time to first response, resolution time, ...)Can you change this behaviour to set the “created_at” timestamp to when a ticket is actually created in Fin?We can’t be the only customers who have a problem with this.

21 days ago

Pamela Van GasseActive User

API that creates a customer ticket linked to a back-office ticketSubmitted

We have a reusable workflow in place that can be called from within a customer ticket. This reusable workflow calls a data connector that creates a back-office ticket and sets some values.This way of working allows our 1LS agents to save some time as this workflow creates the back-office ticket, links it to the current customer ticket and even copies some values from the customer ticket to the new back-office ticket.The other way around doesn’t work though, according to Intercom’s support.The API only lets you link two tickets when the parent is a customer ticket and the child is a back-office or tracker ticket. That's why your current workflow works: the parent is the customer ticket and you create the back-office ticket from it. In the new flow, the parent is the back-office ticket and you're creating a customer ticket under it, which the API doesn't support.In my opinion it would be a great enhancement if you would allow the API to create customer tickets and link them to an existing back-office ticket.

21 days ago

Ashok PNew Participant

Add a filter on the https://www.intercom.com/changes/en pageSubmitted

All Intercom users may not interested in exploring all features listed on the https://www.intercom.com/changes/en page. A long scroll and visual search is cumbersome. Even with a CTRL + F search, pagination makes it very difficult to find a feature relevant to a specific category such as “Help Center,” “Data Connectors,” or “Inbox.”It would be nice to have a dropdown with all categories listed and the user be able to select specific categories and view only relevant product updates.

21 days ago

TonyFNew Participant

Option to send replies with Enter in the Inbox composer (Shift+Enter for a new line)Submitted

We run a busy support operation where most contact is by chat. Our agents would like the option to send a reply by pressing Enter, without clicking the Send button or using a two-key shortcut.Today, pressing Enter in the Inbox composer adds a new line. To send, agents either click Send or press Cmd/Ctrl+Enter. For agents handling many live chats at once, this adds up:Speed: reaching for the mouse on every message slows replies in fast back-and-forth chats, and it shows in our response times. Habit: most of our agents come from helpdesks, chat tools and messaging apps where Enter sends and Shift+Enter adds a new line. Replies end up sitting unsent because the agent thought they'd already gone. Comfort: using the mouse less over a full shift is easier on the team.Requested feature: a setting each teammate can choose for themselves (for example under Personal settings → Inbox preferences) for how the composer works:Enter to send, Shift+Enter for a new line (new option) Cmd/Ctrl+Enter to send, Enter for a new line (how it works now, kept as the default)

21 days ago

Gustav RiedererConnector

Native export & import of Help Center / Knowledge articles (CSV, Markdown, HTML)Submitted

The problemToday there is no way to export Help Center articles from the Intercom UI. The only option is the Articles API, which means writing a script or paying for a third-party migration tool. Importing is limited to specific integrations (Zendesk, Confluence, Guru, Notion). There is no file-based import.For teams without a developer at hand, this makes simple tasks unnecessarily hard:creating a backup of our knowledge base bulk-editing many articles at once (e.g. updating prices, product names, shipping info) translating articles outside of Intercom and bringing them back reviewing and improving content for Fin AI Agent in a structured wayThe ideaExport: A button in Knowledge to export all (or selected) articles, including collections, status, language versions and metadata, as CSV, Markdown or HTML (ZIP). Import: Upload the same format back to create new articles or update existing ones, matched by article ID. Ideally, include internal articles as well, not just public ones.Our use caseWe run a Shopify store and use Intercom with Fin for customer support. Our Help Center is the main knowledge source for Fin, so keeping it accurate and up to date is critical. Being able to export, edit in bulk and re-import would save us hours of manual copy & paste work every time our products or policies change.Why this helps othersThis request has come up in the community several times over the years. A native export/import would also cover backups and data portability, and make it much easier to keep Fin's knowledge base up to date.

21 days ago

Alexa FangmanNew Participant

Help Center: Image Enlargement OverlaySubmitted

When a reader clicks on a photo in a Help Center article, the image loads as a new tab. We’d prefer to keep the reader in the article itself, so if Intercom could support an enlarged overlay within the same article, that would be wonderful. This maintains a streamlined and seamless experience for the reader without having to switch or remove extra tabs.

21 days ago

Page AtkinsonConnector

Allow exporting saved Inbox Views as CSV without granting Reports accessSubmitted

The new ability to export a saved Inbox View as CSV is very useful for teams that need a point‑in‑time snapshot of conversations or tickets.However, the required permission Can export CSV currently lives in the Reports permission group and requires Can access Reports to be enabled. This means teammates must have access to the Reports area just to export a View.It would be helpful if this export capability could be granted independently of reporting access, or if the permission were available within the Conversations/Inbox permissions instead of Reports. This would allow teams to export View data without exposing the full reporting interface.

21 days ago

GydoParleyNew Participant

Enable to edit own permissionsSubmitted

I would like to have the ability to change my own permissions if i have access to them.I fully understand that you should not be able to change settings or permissions if you do not have access. But I have full access in intercom but i'm unable to change anything for my self, so i have to ask another user to remove my seat.

21 days ago

Ula Moyse-WhiteNew Participant

Allow more than three levels of Help Center collectionsSubmitted

DescriptionHelp Centers are currently limited to three levels of collections. For a Help Center that serves more than one audience and covers several product areas, that limit gets used up quickly.A common setup looks like this:Level 1: audience (for example, "For admins" and "For end users") Level 2: product area Level 3: task or topic within that areaThat leaves no room to group related product areas together. When a product brings several existing features under a new parent area, the Help Center can't mirror it. We either flatten collections that work well as they are, or add a naming prefix to several top-level collections to fake the grouping. Neither matches how customers find their way around the product.What would helpAt least one more collection level (four in total), or a configurable limit. Or a lightweight grouping option, such as a section or heading inside a collection that can hold sub-collections, without counting as a full level.Why it mattersThe Help Center can mirror the product's own navigation, so customers find articles where they expect them. Teams can restructure when a product changes without breaking or flattening existing collections. Clearer hierarchy should also help AI answers and search pull from the right place.

22 days ago

Tonje Ness MeinhardtActive User

Prevent callback option for anonymous callersSubmitted

When a caller has a hidden/private number, Intercom Phone cannot receive the caller ID and therefore has no phone number available for a callback.Today, these callers can still be presented with the option to request a callback, even though the callback cannot be completed. This creates a confusing customer experience and may lead customers to believe they will receive a callback that is technically impossible.I would like to suggest adding a condition/check before the queue-or-callback choice is presented. If no caller ID is available (anonymous/private number), the callback option should automatically be hidden and the caller should only be offered the option to remain in the queue.This would help avoid failed callback requests, reduce customer confusion, and create a more intuitive phone experience.

22 days ago

Arnaud VillenaveNew Participant

Help Center pages fail Core Web Vitals (INP) since mid-August 2026 – impacting customers' SEOSubmitted

Since around August 11, 2026, Google Search Console reports INP issues (longer than 200 ms, mobile) on our Intercom-hosted Help Center (help.libon.com).Before that date, we had no INP issues at all. Today, 261 URLs are affected, with a group INP of 223–227 ms, and the number keeps growing.Nothing changed on our side around that date: help.libon.com is a simple CNAME to eu.intercomhelpcenter.com, and we have no control over the Help Center's code, scripts or hosting. The sudden jump points to a change on Intercom's side (a Help Center release or infrastructure change around August 11). What we measured:Real-user data (PageSpeed / Chrome UX Report): Core Web Vitals fail on INP (213 ms). Real-user TTFB is 1.4 s. HAR capture (Slow 4G): 21 JavaScript chunks from static.intercomassets.eu (~400 KB) must download before the page finishes loading at ~4.5 s, delaying fonts until 3.4 s. The Messenger then adds ~285 KB. Lighthouse: Total Blocking Time 440 ms, render-blocking requests (est. 1.3 s savings), more than half of the Intercom JavaScript unused on page load.Since Google uses Core Web Vitals as a ranking signal, this directly affects the SEO of every customer using the Help Center, and customers have no way to fix it themselves.Request:Investigate what changed in the Help Center around August 11, 2026 and its impact on INP. Reduce and defer the JavaScript loaded on Help Center pages. Provide a native option to defer the Messenger on Help Center pages.Other customers: if you host your Help Center on Intercom, check Search Console → Core Web Vitals → Mobile. If you see the same jump in mid-August, please upvote and share your data here.

22 days ago

Maarten MunsterNew Participant

Send later option for macrosSubmitted

As a user I would like to use a macro (to save time writing the same reply) but send it later so the customer doesn’t see / get used to that im working outside office hours

22 days ago

Ilya MatusevichNew Participant

Block the list of Spam emailsSubmitted

Please add the ability to upload bulk emails and block them because they are spam/ I have hundreds of emails, and I have to block them individually!!! Which is insane!

22 days ago

Jean-Denis CoffreNew Participant

Synchronize verified articles of Notion databaseSubmitted

Today Intercom allow users to sync up the public and the internal articles with a Notion database. The issue is that most Notion database contains outdated articles. This leads Copilot and Fin AI to provide wrong advises.Notion provide a native feature to encourage the verification of articles: https://www.notion.com/help/guides/verify-knowledge-your-teammates-can-trust-with-page-verification Then verified articles holds a badge ‘Verified’. This is then very easy using Notion API to filter verified articles only. Having the possibility to automate Intercom articles on verified Notion page would be a great feature to improve the answers of Intercom AI.Note that this is possible to select manually articles from a Notion database but the maintenance of the page to synchronize is way to costly for medium / large companies.

22 days ago

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