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Forum|Forum|2 years ago

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Maya FelsteadNew Participant

Manual closing to interrupt "Let Fin Handle" workflowsSubmitted

Currently, Fin stops responding when a teammate replies or an inactivity timer is reached. Manually closing a conversation does not interrupt a "Let Fin Handle" workflow.We'd love the ability for manually closing a conversation to immediately stop any active Fin workflow.This would allow us to use Fin's automatically generated follow-up responses while still giving teammates the flexibility to end a conversation when appropriate, rather than relying on a fixed "Customer has been unresponsive" workflow or waiting for inactivity timers.

Forum|Forum|17 days ago

EmeryNew Participant

Add Expand/Collapse Functionality for Articles in Help Center CollectionsSubmitted

Hi Intercom team,We'd like to request an improvement to the Help Center experience.Currently, when users open a Collection in the Help Center, all articles under every category are automatically displayed. For Collections containing a large number of categories and articles, this creates a very long page that can feel overwhelming and makes it harder for users to find what they're looking for.While using sub-collections can sometimes help organize content, this isn't a suitable solution for every Help Center structure or use case. Some knowledge bases are intentionally designed with a flat hierarchy, and adding sub-collections would make the information architecture unnecessarily complex.It would be great if categories within a Collection could support expand/collapse (accordion) functionality. For example:Categories are collapsed by default, with only their titles visible. Users can click a category to expand and view its articles. Optionally, administrators could choose whether categories are expanded or collapsed by default.This would significantly improve navigation and readability for larger Help Centers while giving teams more flexibility in how they organize their content.We hope you'll consider adding this feature. Thank you for your continued improvements to Intercom!

Forum|Forum|17 days ago

Justine StewartNew Participant

Launch workflow from Tour or TooltipSubmitted

It’d be great if we could trigger workflows based on customers clicking a button at the end of a tour or as part of a tooltip. The current workflow launch options are a bit limited for our use case - it’d help us automate more if we could (for example) trigger a workflow based on a customer pressing a “yes” or “no” button after: - doing a product tour - seeing a tooltip - reading a specific particular article - giving a survey response. These would help us make sure the right people see the right message before launching the workflow (as a pop-up not just in the chat window)

Forum|Forum|17 days ago

Colleen WeatherallConnector

Article review workflowSubmitted

I’d love to see some features to enable an article review workflow. For example, additional status categories (pending review, in review, reviewed), reviewer markup and/or comments.

Forum|Forum|17 days ago

Greyg SinigagliaNew Participant

Add API support to filter conversations by custom_attributes (like the UI filter)Submitted

Conversations already include custom_attributes as key-value pairs in the API response, but there’s no way to filter or search conversations by those attributes via the Search Conversations API (even though this is possible in the Intercom UI).This creates a gap where teams can segment conversations in the UI but can’t do the same programmatically, which limits automation, reporting, and integrations that rely on custom attributes. It’s also inconsistent with other areas where attribute-based filtering exists (for example, the Tickets API).Intercom, we are in 2026, we have Claude Code etc, this feature is just a one-shot query for AI implementation 🙏

Forum|Forum|17 days ago

Erika StevensNew Participant

Configurable CSAT assignments - last responder vs assigneeSubmitted

CSAT responses currently get assigned to the last respondent on a ticket which makes sense for chat scenarios or shared convos/tickets but doesn’t always make sense for tickets. This should be configurable to allow us to assign CSAT to the assignee of a ticket instead of the last respondent.

Forum|Forum|17 days ago

Tianah JimenezNew Participant

Scheduled "Away" planningSubmitted

For users, being able to schedule upcoming “away” statuses. Useful for focused teams who have people that will be working same ticket types to allow clearer customer expectations.

Forum|Forum|17 days ago

Matt ReynoldsNew Participant

Allow search bar length customisation on "Modern" styling option for HelpcenterSubmitted

On the “Classics” styling option you could adjust length of the Search Bar. This cannot be done on the “Modern” version. A strength of the classic version was the very clear Search Bar that invited users, but this design feels like it’s prioritized it. It’s opaqueness also makes it harder to see.

Forum|Forum|17 days ago

Russell HendersonNew Participant

Have the ability to call team-mates within intercomSubmitted

For inboxes where multiple teams are active (L1/L2 teams) it would be good to have the ability to call that team, it may help with reporting to see how many calls have been directed to a specific inbox as well.

Forum|Forum|17 days ago

IlaydaNew Participant

Add option to manually remove the email thread/history before replyingSubmitted

Hi Intercom Team,Currently, the setting to include or exclude email history/threading is purely global (Settings → Email → Include conversation history).This creates a conflict in daily support workflows: We need email history enabled so external partners (like suppliers or merchants) receive the full context and reference numbers. However, when an incoming email is forwarded internally or contains internal notes, we cannot manually delete or strip out those specific parts before sending our reply. Having the option to remove the history/thread manually for individual conversations would be greatly appreciated

Forum|Forum|17 days ago

miamNew Participant

Full Ticket Portal within IntercomSubmitted

We are very satisfied with the chat system you've developed, and it would be fantastic if you could create a similar ticket portal within the same workspace. This would enable our agents to interact with clients just as they do in the chats.Here’s how we envision this:1) In the contact widget, there should be an option for clients to choose how they want to reach the support team, either through chat or a ticket. If the client selects the ticket option, a ticket should be created within Intercom—not as a pop-up window, but as a full portal that can open in a new window. The client account should be unified for both chats and tickets.2) In the ticket portal, everything should be consistent with what we currently have in the chat system, including the conversation itself, internal tabs like qualifications and attributes, and client information. Additionally, we need more ticket statuses and the ability to create our own custom statuses.3) Conversations should be transferable between chats and tickets, and vice versa. We should also be able to see related chats or related tickets.4) Features like auto ticket assignments, workflows, and team management would be great additions as well. The reporting functionality should remain the same as it is now. Furthermore, it would be helpful to integrate FinAI and Monitors.

Forum|Forum|17 days ago

Alba NavarroNew Participant

Feature request: traducción del campo "descripción" en tickets + variable dinámica en notas de workflowSubmitted

Contexto del problema: Tenemos un equipo multilingüe que gestiona tickets de clientes en varios idiomas (italiano, portugués, francés). Con la implantación de AI Inbox Translation, los mensajes del hilo de conversación se traducen correctamente, pero el campo de descripción del objeto ticket no se traduce, lo que obliga a los agentes a trabajar con descripciones en idiomas que no dominan antes de poder empezar a gestionar el caso.Este problema se agrava porque la opción "languages you also speak" fue eliminada con el nuevo sistema de AI Inbox Translation, lo que significa que los agentes con perfil multilingüe ya no pueden configurar excepciones por idioma. Hemos abierto tickets de soporte al respecto (mayo y junio 2026) y se nos confirmó que el opt-out anterior ya no está disponible.Solicitud concreta — dos opciones alternativas:Opción A (preferida): Extender AI Inbox Translation para que cubra también el campo de descripción del objeto ticket, igual que ya cubre el hilo de conversación.Opción B (alternativa técnica): Exponer el campo de descripción del ticket como variable de plantilla disponible en el paso "Add a note" de los workflows (p. ej. {{ticket.description}}). Esto permitiría crear un workflow que automáticamente pegue la descripción como nota interna en el hilo, donde sí queda cubierta por AI Inbox Translation.

Forum|Forum|17 days ago

ignaciolopezsupportNew Participant

Support and display WhatsApp contact cards (vCards)Submitted

WhatsApp supports sharing contacts as native contact cards, but these messages are not properly represented or usable when the conversation is handled through Intercom.When a customer shares a contact in WhatsApp, teammates should be able to see the actual contact card in the Intercom Inbox, including the contact name and phone number, instead of an unsupported, incomplete or unclear message.Intercom should also allow teammates to send a contact or vCard so that the customer receives it as a native WhatsApp contact card rather than as plain text or a generic attachment.Expected behaviour• Display inbound WhatsApp contact cards directly in the conversation.• Show the contact name, phone number and any other fields provided by WhatsApp.• Provide clear actions to copy the number, save or download the contact, or start a conversation where appropriate.• Allow teammates to send an existing Intercom contact or upload a vCard.• Render outbound contacts as native WhatsApp contact cards on the customer’s device.• Preserve the contact-card metadata in the Conversations API and webhooks.This should work consistently for manual Inbox conversations and, where supported by Meta, macros, workflows and automated messages.Why this mattersContact sharing is a standard WhatsApp behaviour. Without proper support in Intercom, agents lose important context and have to ask customers to resend contact details manually, creating unnecessary friction and increasing handling time.A broader community discussion titled “WhatsApp updates” has mentioned contact sharing, but there does not appear to be a dedicated, votable product idea for full contact-card support.

Forum|Forum|17 days ago

ignaciolopezsupportNew Participant

Support and display WhatsApp contact cards (vCards)Submitted

Forum|Forum|17 days ago

ignaciolopezsupportNew Participant

Rich link previews in WhatsApp: Open Graph and YouTube thumbnailsSubmitted

Currently, links sent through WhatsApp conversations in Intercom appear only as plain URLs. They do not generate the rich previews users normally expect in WhatsApp, such as:• A preview image or thumbnail• The page title and description• Open Graph metadata (og:title, og:description and og:image)• A YouTube thumbnail and video previewThis makes links sent through Intercom less visual and engaging than links sent directly from WhatsApp or through other platforms.Expected behaviourWhen an agent, workflow, Fin, or WhatsApp template sends a supported URL, Intercom should allow WhatsApp to generate its native rich link preview.For example:• A Help Center article should display its title, description and featured image.• A product page should display its Open Graph image and metadata.• A YouTube link should display the video thumbnail and title.• The agent should ideally be able to preview the resulting card before sending the message.This should work for:• Manual replies from the Inbox• Workflows and automated messages• Fin-generated responses• WhatsApp message templates, where supported by Meta• Help Center article links inserted from the InboxIt would also be useful to provide an option to enable or disable the preview for each message.Why this mattersRich previews make links easier to identify, increase trust and improve click-through rates. They also create a more consistent experience between native WhatsApp conversations and conversations managed through Intercom.Related community requests include “Ability to link Help Centre articles in WhatsApp conversations”, “Is it possible to insert images in WhatsApp templates on Intercom?” and “Be Able to Preview Workflows for WhatsApp in Intercom”. These address parts of the same problem, but do not specifically cover automatic rich previews for external links and YouTube videos.

Forum|Forum|17 days ago

Nilutpal BoseNew Participant

Add MTTR, MTTI, and SLA Columns to the Portal Customer Ticket ViewSubmitted

Feature Request: Add MTTR, MTTI, and SLA Columns to the Nile Portal Customer Ticket ViewSummaryWe have integrated Intercom with the Nile Portal; however, the customer ticket view currently supports only a limited set of columns. We would like to request the ability to add additional ticket metrics, specifically MTTR (Mean Time to Resolution), MTTI (Mean Time to Identify), and SLA status.Problem StatementCustomers use the Nile Portal as their primary interface to track support cases. Currently, these key support metrics are not available in the customer-facing ticket view, and there is no option to customize the portal by adding additional columns.As a result, customers are unable to quickly view critical support KPIs without requesting separate reports.Requested Enhancement Add the following columns to the customer ticket portal: MTTR (Mean Time to Resolution) MTTI (Mean Time to Identify) SLA Status (Met/Breached/In Progress) Allow administrators to configure and customize the columns displayed in the customer ticket portal. Make these fields available as default or optional columns in the ticket list view. Business Justification MTTR, MTTI, and SLA are industry-standard support metrics. Multiple customers have requested visibility into these metrics directly within the portal. Eliminates the need for manual monthly reporting. Improves transparency and customer experience by providing real-time operational insights. Reduces the effort required by support teams to generate custom reports. Expected OutcomeCustomers should be able to view MTTR, MTTI, and SLA information directly from the Nile Portal ticket view without requiring manual reports or additional support intervention.

Forum|Forum|18 days ago

BNSNew Participant

Hide teammate avatars in the conversation viewSubmitted

This is so annoying as customer thought that we have seen their message but didn’t give them a timely response as they see the online agent icons

Forum|Forum|18 days ago

Simon CiglerNew Participant

Feature Request: Real-Time Agent Presence IndicatorSubmitted

Currently, the system has limited visibility of team activity on tickets. While there is some functionality to see others on a ticket, it's not consistently reliable or prominently displayed. Moreover, there's no indication of when someone is actively composing a reply.As a support team member, I need a more robust presence indicator to prevent ticket collision and duplicate responses to better coordinate with colleagues on complex customer issues. An improved system showing who's viewing tickets and actively responding would significantly reduce overlapping work and enhance our collaboration efficiency.Other platforms like Zendesk and Freshdesk implement this with avatar indicators in the conversation header. A similar approach would be intuitive for Intercom users.Implement a visual presence indicator system that shows:Profile pictures of agents currently viewing the conversation Clear indication of which agent is actively typing a response Optional preview of what's being drafted (similar to Google Docs collaborative editing)

Forum|Forum|18 days ago

Daniel ByrdNew Participant

Feature request: Merge Conversations / Tickets via APISubmitted

Hi,I'd like to log a feature request and get your read on it.We rely heavily on automation and an AI agent in our support setup, and one of our biggest time sinks is duplicate tickets — the same user opening two or more conversations about the same request. We'd love to deduplicate these programmatically.The Merge into action already exists in the Inbox UI and is exactly what we need. The gap is that it's UI-only — there's no REST API endpoint or Workflows action to trigger it, so our automation and AI agent can't use it. I've confirmed this in your developer community (the "Conversation Merge via API" thread), where your team confirmed merging is currently manual-only.My ask: could you log a request for the existing merge action to be exposed via the API? Since the feature already exists in-product, this should be surfacing it rather than building something new.And to double-check before we plan around it — is there genuinely no current API or Workflows path to merge two conversations? If there's anything on the roadmap here, even rough timing would help us decide whether to build a workaround in the meantime.Thanks,DanielPraktika

Forum|Forum|18 days ago

Lane DyeNew Participant

Add "Open in Inbox" on Company pageSubmitted

ProblemThere is no way to open a ticket's full-detail view directly from the Company Page > Tickets tab. Users must navigate to the Inbox and locate the same ticket to view ticket attributes, form data, and other details.Current ExperienceOpen the Company page and find the ticket in the Tickets tab. Navigate to the Inbox and open the same ticket. View the full details in the right-hand ticket details panel.Proposed SolutionAdd a direct link from tickets in the Company Page > Tickets tab to the ticket's full-detail view in the Inbox.Expected OutcomeUsers can access complete ticket details with a single click, reducing navigation and improving efficiency.

Forum|Forum|18 days ago

MichaelaTeyaNew Participant

Custom snooze preset for the next business day at a specific timeSubmitted

Please add the ability to create a custom snooze preset that reopens a conversation at a specific time on the next business day.For example:“Next Monday at 8:00 AM”The preset should calculate the next applicable working day based on the workspace’s office hours and the day and time when the conversation is snoozed.Use caseWe operate a crisis hotline. During weekends, our team monitors conversations only for urgent or crisis-related cases. Non-urgent enquiries should not be handled immediately, but they need to be reopened automatically when the full support team starts work on Monday at 8:00 AM.For example: A non-urgent enquiry arrives on Saturday at 3:00 PM → reopen on Monday at 8:00 AM. A non-urgent enquiry arrives on Sunday at 4:00 PM → reopen on Monday at 8:00 AM. A non-urgent enquiry arrives on a weekday outside business hours → reopen at the start of the next business day. Our workspace business hours are Monday–Friday, 8:00 AM–8:00 PM, in the Prague timezone.Current limitationThe built-in snooze presets are fixed. The “The next Monday” option always reopens conversations at 9:00 AM and cannot be adjusted to match our business hours. Workflows and macros only support fixed durations, such as 24 or 48 hours, and cannot calculate the next Monday at 8:00 AM.Using Custom and manually selecting the date and time for every conversation is not practical for our team. It is time-consuming and creates a risk of inconsistent handling or incorrect dates and times, especially when multiple non-urgent enquiries arrive during the weekend.Requested functionalityPlease consider adding one or more of the following options: Allow workspace administrators to change the time used by the existing “The next day” and “The next Monday” presets. Allow users to create custom snooze presets, such as “Next Monday at 8:00 AM”. Add a snooze action that reopens a conversation at the start of the next business day, using the workspace’s configured office hours. Allow Workflows or macros to calculate a future snooze time based on office hours, day of the week, and the time the conversation was received. This would be especially valuable for teams that provide limited weekend or out-of-hours coverage and need non-urgent conversations to be handled at the start of the next full business day.

Forum|Forum|18 days ago

Amalie Malthe LudvigsenNew Participant

Icons for nested foldersSubmitted

In our Help Center we have six different collections. In one of the collections we have approximately 10 nested collections. These nested collections are divided into folders based on the different parts of our system. Each of these folders just have a standard folder-icon, which is not possible to change. I want to be able to change the folder icon so that the folder icon matches the icons in the different parts of our system, and so that there is consistency between the system and our support center.

Forum|Forum|18 days ago

Daniel RönnbergActive User

Improve email signature customizationSubmitted

I’ve noticed a couple of issues with the email signature that impact its appearance and professionalism: Font inconsistency: The font in the signature is larger and different from the rest of the email body, which makes it look mismatched and less polished. Line spacing: When customizing the signature, I added intentional blank lines (e.g., between our website and “Need help?...”), but these are not reflected in the final version. These limitations make it harder to present a consistent and professional brand experience. Allowing more flexible customization (e.g., consistent fonts, preserved spacing, and layout options) would make signatures look cleaner and ensure they align with the rest of the email design.

Forum|Forum|18 days ago

Jessica QuinnNew Participant

Intercom Messenger Pop up Notifications to only appear in one tab instead of all open tabsSubmitted

Currently, pop up notifications that come through the messenger (such as responses/ message notifications) come through in all open tabs and require the user to close the same notification from the messenger in every open tab manually.Some more ideal options:All pop up messenger notifications would only show in the tab/ page where you asked started the chat from if still open (for example, if you start a chat asking about workflows while on a workflow page, you would only get pop up response notifications there instead of another open tab where you are in the help desk) or Pop up messenger notifications would only show from the last tab/ page you were active on (for example, if you have the help desk, messenger settings, and help desk open in different tabs and last had activity or made changes in the messenger settings, that’s the tab you would get the pop up notifications and nowhere else) or Pop up messenger notifications would only show from the most recently opened tab/ page (i.e. if you have 3 tabs open, you would only receive the pop up notifications in the last one you opened)This would also really help if you have multiple ongoing conversations with Intercom support for example so that you would only get the pop up notifications on the page of the feature you are being assisted with instead of in every tab/ on every page you have open (so that you can keep the responses/ conversations organized by tab with the feature open instead of sifting through the messages tab of the messenger or getting all of the notifications everywhere)

Forum|Forum|19 days ago

Leon21New Participant

Topics Explorer Data ExportSubmitted

I would like to export the data from the Topics Explorer in order to create a monthly report for our product team. This would help us highlight the top pain points, common questions, and potential solutions. Having access to this export would greatly support our ability to evaluate our product and identify issues more effectively.

Forum|Forum|19 days ago

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