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    Nathaniel Urquia
    Nathaniel UrquiaNew Participant

    Guidance CounterSubmitted

    Hello Team, Can you include a guidance counter or indicator or notifier somewhere in Guidance page for visibility?Since the guidance is only limited at 100 total (if you can increase it to 150 limit, that would be awesome), we are trying our best to edit (Voice, Chat and Email) and it’s nice to know that we are nearly reaching the limit.That counter, number indicator or reminder seems a greet addition.  

    0
    Nathaniel Urquia
    7 months ago
    Pilar ApodacaNew Participant

    WhatsApp template restrictions have reduced the value of Intercom for customersSubmitted

    We chose Intercom largely because it allowed us to centralize customer communication in one place, especially through WhatsApp.For us, the value was not just sending outbound messages. The real value was being able to send a message through WhatsApp, have the customer reply in the same thread, and continue the conversation naturally inside the Intercom inbox without forcing the customer into a fragmented experience. That continuity is extremely important to our workflow and to the customer experience.With the recent changes around marketing-classified WhatsApp templates, a big part of that value has been reduced.I understand that some of the underlying limitations may come from Meta. However, from the customer side, what this feels like is that Intercom has passed the operational impact of those limitations directly onto paying customers without providing a truly workable alternative.What makes this even more frustrating is that Intercom’s WhatsApp setup is intentionally closed: the number is managed exclusively inside Intercom, so customers cannot easily adopt a hybrid setup using the same number while preserving inbox continuity. That leaves businesses like ours stuck with an all-or-nothing choice: stay in Intercom and lose important WhatsApp capabilities, or leave Intercom and lose the continuity and inbox experience we originally paid for.This is especially difficult to accept because Intercom is a premium platform. Many of us adopted it specifically for centralized communication, continuity across channels, and AI support inside the inbox. When a change like this significantly reduces flexibility in such an important channel, it becomes much harder to justify the cost.My suggestion is not simply to complain, but to ask Intercom to offer a better path forward. For example: allow more flexibility for customers who still want to use WhatsApp marketing templates at their own risk, provide a more open architecture that preserves inbox continuity, or offer a better hybrid option for teams that depend heavily on WhatsApp. At minimum, I believe changes with this level of operational impact should come with more transparency and stronger alternatives for paying customers.Right now, this feels like customers are carrying the cost of a platform decision they did not choose.

    0
    7 months ago
    William H PalmerNew Participant

    A "Participated" ViewSubmitted

    I would like a view, similar to "Mentions" or "Created by You", where I can see all tickets/conversations that I've participated in. I rarely create tickets myself, and I often do not get Mentioned in tickets I’m in, since I’m already in the conversation. (Often I get linked directly to tickets from Slack or other platforms.)

    0
    7 months ago
    Emily BernknopfNew Participant

    Tag VisibilitySubmitted

    Hey team, I would like to request a better way to visibly see what tags are associated on the tickets without needing to scroll up and down to see where the tag was placed or needing to pull a report.This way, you can easily see what ticket have been tagged or haven’t, what they were tagged etc.Thank you!

    0
    7 months ago
    AvaDefactoNew Participant

    Filter via Data Conector Usage on reportsSubmitted

    I need to filter via data conector usage on reports : we are testing our customize MCP and its a pain to not be able to directly see usage in report, we cannot filter by data conector usage.We have to check usage in logs of data conector, which is very “Chiant” as we say in french and time consuming.Would be awesome to have this filter in reports pleaaaaseeeee 🙏🙏🙏🙏

    1
    7 months ago
    Mark SmetsNew Participant

    Auto-close conversations that have been routed to salesforce teamSubmitted

    I noticed that conversations in Fin do not auto-close when Fin hands the case off to Salesforce team (FinResolutionState = routed_to_team).We use mail-to-case mostly. When a case comes in in Salesforce and is assigned to the Fin user Fin picks it up. But when it hands over based on procedures, escalation rules, or other logic it does not automatically close the copy of the conversation in Fin. Those remain open what seems indefinitely and require manual closing. This is not really workable in a Fin for Salesforce flow.Please provide the option to automatically close a conversation in Fin when it hands over to Salesforce team (human agents)

    5
    Trevor
    7 months ago
    Ben HizakActive User

    Allow conversations to be sorted by companySubmitted

    Our client support people are asking to sort conversations by company

    3
    7 months ago
    Do GooderNew Participant

    Unique profile photo for each workspace (using the same account)Submitted

    I support customers on three workspaces using the one account but cannot change the profile photo to suit the context of that workspace, which is really frustrating.A simple solution to solve this would be ideal.

    0
    7 months ago
    Jo BiggNew Participant

    Switch a public article to internal and vice versaSubmitted

    Ability to move (switch) an article from Public to Internal or vv

    3
    7 months ago
    Diane TippettNew Participant

    s3 video embedding capabilitiesSubmitted

    We’d love the ability to directly embed videos hosted in Amazon S3 inside Intercom messages, help center articles, and the Messenger.Many teams store product demos, onboarding videos, and support walkthroughs in S3 as their primary video storage. Currently, embedding these requires third-party platforms or making videos publicly accessible, which adds cost and complexity.It would be extremely helpful if Intercom allowed us to paste a secure S3 (or CloudFront) video link and have it play natively within messages and articles.This would: Reduce reliance on external video platforms Lower costs for teams already using AWS Simplify workflows Keep everything inside Intercom A simple “Video from S3” embed option would go a long way.Thanks for considering this — it would make video-driven onboarding and support much easier for AWS-based teams.

    0
    7 months ago
    Innovator ✨
    Denis TaranetsActive User

    Assure variety in the messages sent via the workflow using AISubmitted

    I would suggest to add setting to the message sent via the workflow. If its enabled, the message will be sent not in its exact form but using the Rephrase feature from AI. This way in the same scenarios the customers will receive a more interesting message instead the same one predefined by the workflow builder 

    0
    Innovator ✨
    7 months ago
    BellaNew Participant

    Add workflow trigger: missed SLASubmitted

    See this was already raised a few times potentially here. Don’t think it was properly addressed.I want missing an SLA to trigger a workflow. 

    0
    7 months ago
    Conor
    Super User ✨
    ConorSuper User ✨

    Rebuilding 235 documents into 50 Fin-ready, high-impact articlesSubmitted

    I have a new episode of Support Stack live!In Ep. 12, I’m joined by Gabriela Passeri (Knowledge Manager at AutoDS) to unpack how her team rebuilt 235 help articles into 50 AI-ready guides for Intercom’s Fin and hit extremely high early accuracy.We get into: Writing for AI vs writing for humans Why vague language breaks Fin Merging fragmented articles into complete topic hubs Using Claude Projects to enforce consistency If you’re turning on Fin or struggling with resolution rates, this one is foundational.Watch it on YouTube

    0
    Conor
    Super User ✨
    7 months ago
    Kayla LattaNew Participant

    Make The Sent Column Sortable In Outbound > MessagesSubmitted

    Please make the sent column sortable in Outbound > Messages.

    0
    7 months ago
    Matt HaleyNew Participant

    Add an internal employee's email address who is the CSM to a customer user segment to view their tickets in the ticket portalSubmitted

    essentially we want to know if we can add an internal employee’s email address to a segment so that they can access the ticket portal (in most cases it would be a CSMs email address we would want to add so that they have visibility into all of the tickets their customer opened in the ticket portal). Based on our own testing it appears if i add a funnel.io email address i can also see all other tickets opened up by funnel colleagues in intercom (we have a lot of CSMs forwarding emails to our support@company.com email inbox which routes to intercom. Is it possible to include an internal user in a customer segment but not make other tickets opened up by other internal employees visible to our customer using the ticket portal

    0
    7 months ago
    PhoebeNew Participant

    Ability to choose what the suggested articles are for each article in the help centresSubmitted

    Currently the suggested articles at the bottom of each article in the help centre are automatically populated. However, it would be good to be able to manually override these so that we can customise them as needed. 

    0
    7 months ago
    andraspiiNew Participant

    Multilingual footer logo and slogan on Knowledge pagesSubmitted

    It would be essential to set the footer logo and slogan per language.Right now, the same logo and text appear on all language versions, which means we unfortunately cannot use this area as intended.

    0
    7 months ago
    Tia SaadNew Participant

    Editing/ CollaborationSubmitted

    As a writer with a team of writers working with me, it would be amazing if I could leave comments for them on the actual articles they’ve written up. At the moment, it has to be done by copying the article and pasting it in MS Word. I also think that if we add more text colours that would be great too, Thank you!

    0
    7 months ago
    Alexandra DannaNew Participant

    Better ways to show distinction between chat/conversation and ticketSubmitted

    Our multi-skilled teams need a better way of identifying the different types of conversations (chats, emails, tickets) that are showing up in their inbox.Some recommendations have included stronger visual indicators like different sections of the inbox being split up by conversation type or color-coding different conversation types. Alternatively, some teams have suggested having distinct notification sounds would also help.This would allow our teams to more comfortably work on delayed channels like email and tickets without worrying that they’re accidentally leaving a live channel like chat or slack waiting and thus exceeding SLA.

    0
    7 months ago
    LouHNew Participant

    Disable typing indicator for messengerSubmitted

    We use messenger as a support channel, but we don’t treat it as real-time live chat. It would be helpful for us to be able to turn off the typing indicator bubble for our messenger, since we don’t want to set unrealistic expectations for our customers that, if our agent is typing, the customer will get an immediate response. Sometimes agents start and stop typing several times over the course of 15-20 minutes while gathering details before they actually respond to the customer. 

    0
    7 months ago
    Sophie PowellNew Participant

    AI Summary of Conversation using Transcripts and Text from Chats/EmailsSubmitted

    It would be good to have the option for example for a specific day, if Fin could analyse all conversations including transcriptions and Chats/Emails to provide an executive summary style paragraph of hot topics, issues, contact reasons.Although there is the topics explorer functionality this can still mean a lot of manually diving into to see what the topic was specifically about. 

    0
    7 months ago
    Keri BonassinNew Participant

    Additional Report OptionsSubmitted

    It would be nice to be able to pull reports based on when a back office ticket was assigned to a teammate. Often times, we have some that have come in after hours and it does not account for ‘new’ tickets in that teammates name for the day making it difficult to see how many ‘new’ tickets they have actually taken for the day.

    0
    7 months ago
    Nathaniel Urquia
    Nathaniel UrquiaNew Participant

    Fin Voice Play Button to be stationary (FIN RECORDING Section).Submitted

    Hello Team, Can you make this play button, play section on Fin Voice stationary (FIN RECORDING). It’s too difficulty to push that play and stop button while reviewing a long transcript. That play/stop section must be stationary (or can be pinned) so that it doesn’t move when I scroll down and up when reviewing the transcription.   

    0
    Nathaniel Urquia
    7 months ago
    Tommy Mains
    Innovator ✨
    Tommy MainsInnovator ✨

    Inserting HTML snippets in a help center article and allowing custom JS for help centersSubmitted

    I’d love to be able to add custom HTML code snippets to articles for the primary purpose of creating buttons that pre-populate messages to Fin. Similar to what I did in this article via Helpjuice: https://help.eos.ninety.io/user-roles/.To get the button to work properly in an Intercom article, I would also need to be able to add custom JavaScript for our help centers.

    0
    Tommy Mains
    Innovator ✨
    7 months ago
    Paulo MendoncaNew Participant

    Schedule-based Triggers for WorkflowsSubmitted

    When creating a new Workflow, I'd love to have a schedule-based trigger for it. In my use-case I wanted to call a particular Data Connector every Monday at 3AM. I have to resort to running a cron job on our backend for now and it's fine but I'm sure people will find other use-cases for that. Maybe they want "the system" to send an automated message for teammates at certain times, or run any routine of some sort.

    0
    7 months ago
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