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Forum|Forum|2 years ago

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Luis CarrascoConnector

Connect to Airbnb API to receive conversations in IntercomSubmitted

for hospitality companies would be beneficial to be able to get conversations from Airbnb messaging app in intercom like a conversation, it’s a great opportunity for intercom to bring customers from hospitality companies and also for us to be able to automate the messaging with Fin.

Forum|Forum|8 months ago

jhernandisNew Participant

Be able to customize how dates stored in people's attributes are displayedSubmitted

Right now, if you store a date in a people attribute in either unixtime or ISO 8601 format and use it in a message, it appears in “mm DD YYYY” format.But this format is not standard for all countries; each country has its own date format, and it should be possible to adjust it so that it is displayed according to the customs and practices of the contact's destination country.For example, in Spain the format is “DD-MM-YYYY,” in other countries it is “MM-DD-YYYY,” or “DD.MM.YY.”Please keep this in mind. Thank you.

Forum|Forum|8 months ago

HelmiaNew Participant

admin bantu sayaSubmitted

Supaya saya bisa gunakan porum nya

Forum|Forum|8 months ago

ImmortalNew Participant

Improved TicketsSubmitted

At the moment, our workflow doesn’t fully benefit from the current ticket functionality. Tickets still act mostly as a container for chat conversations instead of a separate, dedicated space for handling customer issues.It would be extremely helpful if tickets could function as a standalone portal, where customers and the support team can communicate directly within the ticket itself - independent from the live chat flow.This would allow us to manage more complex or long-running cases, keep communication structured, track progress more clearly, and separate real-time chat from asynchronous issue resolution.

Forum|Forum|8 months ago

ImmortalNew Participant

Integration and Synchronization with ClickUpSubmitted

I’m not sure if anyone do the same, but we use Clickup as our internal knowledge base and it would be great if we could set up synchronization with Clickup as well. I managed to import guides from Clickup via code, though I’m not a IT specialist, so I haven’t managed to set up synchronization, only manual import

Forum|Forum|8 months ago

Christian TNew Participant

Reopened conversations should be assigned to the last assigned agent as long as they have an active status, regardless of the assignment rules of the team shells.Submitted

We have a small team and no personalized service email addresses, but many team-inboxesWe separate incoming emails into different team inboxes based on the group email address and have set the balanced assignment rule for each team inbox.Now it happens that we wait for customer responses, or customers respond again to our closed conversation. Due to the balanced assignment, the assigned agent is repeatedly removed. It would improve our service immensely if the customer response always went to the agent who last worked on the case.

Forum|Forum|8 months ago

Tito R.New Participant

Customize the Backoffice ticket type nameSubmitted

It would be great if there were an option for two Backoffice ticket type names: one internal, visible only to people with access to the tool, and one external, visible only to customers in shared tickets.

Forum|Forum|8 months ago

Omayra RoigNew Participant

Enable Fin AI to reply multiple emailsSubmitted

How it works now: Fin AI email replies from 1 email address only. This is incompatible when a workspace manages multiple brands and each brand has a different support email.Proposed solution: Fin AI is able to reply from multiple email addresses according to the Brands’ emails.

Forum|Forum|8 months ago

Greg HanksNew Participant

Internal Notes in Article SidebarSubmitted

When working on an article or Snippet, it would be great for users to write notes about the article, reasons why changes were made, why it was archived, etc. So if multiple people are using Intercom in the company, you can instantly know why a decision was made about an article. Would love a little text box for notes in the sidebar with the other options.

Forum|Forum|8 months ago

Tom HiggsNew Participant

Do not disturb - Allow customers to mute notificationsSubmitted

Multiple customers have asked if notifications on intercom can be muted or customised. Some find they are in the middle of working and our messages/ notifications are disturbing them. Could they configure notifications like:Silence notifications for 1,2,3 hours (Similar to Whatsapp) Only show notifications for outbound messaging (Banners, Posts) Dont show messages, only play sound or app badge icon

Forum|Forum|8 months ago

Søren SvenningsenNew Participant

Import/Export Workflows as JSONSubmitted

I’d love to see Intercom introduce the ability to import and export workflows in JSON format. This wouldn’t just streamline workflow building—it would open the door for a stronger, more collaborative community.With import/export support, teams could develop and validate workflows in a TEST workspace, then safely move them into Production without having to manually recreate anything. This removes the risk of human error and saves a huge amount of time, especially for more advanced automations.Beyond internal benefits, this feature could empower the Intercom community to share workflows with each other, helping everyone level up. A great example of this is how n8n handles it: users can export their workflows as JSON files, share them online, and others can instantly import them into their own setup. It has sparked a vibrant ecosystem of shared solutions, best practices, and learning resources.Giving Intercom users the same ability would encourage collaboration, accelerate innovation, and make it much easier for everyone—from beginners to experts—to build better workflows, faster.

Forum|Forum|8 months ago

Tripvia ToursNew Participant

Add toggle to disable sent/delivered sounds in admin Messenger interfaceSubmitted

Request for a setting to disable the audio pings that play when admins send messages and receive replies in the Messenger interface (not customer-facing). Currently these interface sounds cannot be turned off separately from incoming message notifications. This would allow admins to use the Messenger silently without affecting customer experience or existing notification settings.

Forum|Forum|8 months ago

SaraAnastácioNew Participant

Ability to generate a direct link to a collapsable sectionSubmitted

At the moment, we can generate a direct link to a header in an article, but not to a collapsible section.It would be really helpful if we could also create direct links to collapsible sections — for example, when referring someone to a specific part of a long article without having to make that section a header.This would make navigation easier (especially for articles that use collapsibles for structure or organization) and reduce the need to scroll or expand multiple sections manually.

Forum|Forum|8 months ago

Pablo EcheverriNew Participant

Enable S/MIME or digital signing for outbound messages.Submitted

Hello Intercom Team,I’d like to request the addition of S/MIME or digital signing support for outbound emails sent via Intercom. This feature is critical for organizations that prioritize email security and authenticity.Currently, Intercom supports SPF and DKIM, which are great for domain-level authentication, but they do not fully protect against phishing or spoofing attacks. Implementing S/MIME or similar digital signing would:Ensure message integrity and authenticity by allowing recipients to verify that emails truly originate from our organization. Strengthen trust in communications, especially for sensitive or transactional messages. Align with industry best practices for email security and compliance.As phishing and spoofing threats continue to rise, this capability would be a significant enhancement for businesses using Intercom to communicate with customers.Thank you for considering this request. Please let me know if there’s a roadmap for this feature or if additional details are needed.Best regards,

Forum|Forum|8 months ago

Sneha NairNew Participant

Ability to download all the previous chats of a customerSubmitted

The users would like to be able to search the history of their support chats and be able to also browse through them by seeing the initial subject line as the title for each. Also Download of their my previous chats.

Forum|Forum|8 months ago

Dallan KoyleActive User

SMS Conversation Reopening SettingsSubmitted

Right now, the only rule that exists for tickets reopening when a customer replies via SMS is anything less than 5 days. • If a customer's last SMS conversation was closed less than 5 days ago, any new SMS will reopen that conversation. I would love to see the ability to adjust that window up or down.

Forum|Forum|8 months ago

maryddNew Participant

automatically merge phone leads into users with the same email addressSubmitted

At the moment, people who call us for the first time automatically causes a lead to be created. Oftentimes there is an existing user with the same email address, so we effectively have duplicate profiles for the same person unless someone manually merges the lead into the user afterwards. It would be nice for this to happen automatically.

Forum|Forum|8 months ago

maryddNew Participant

sound volume control for chatsSubmitted

Right now the chats have the same sound as all other conversation notifications, and they are extremely quiet (especially compared to the phone sounds) so our team is often missing these. I would like us to have the ability to:change the chat sounds so they are unique to chat and not shared with all conversation notifications. Be able to adjust the volume of the chat sounds.

Forum|Forum|8 months ago

Duygu DemirNew Participant

Optimize option for FIN needs some refurbish!Submitted

Issues:Once you add a content to a missing one and create either a snippet or article from it- you can never go back or see an audit trail of what you have actually done. There is no list anywhere where you can see which content gaps you have actually optimized. We would like to store them somewhere which them might be helpful for configuring another area. Once you add the content and hit save, it opens the next suggestion instead of taking you back to the Optimize page, this is quite confusing and unrelated from what you were doing. No export buttons anywhere There is a table where they give percentages of conversations, but you can not click open any of these to see where they are stemming from- again, also no export option located.

Forum|Forum|8 months ago

James MohrNew Participant

Agent Search for WebsiteSubmitted

What the title says. Saw this post https://www.chatbase.co/changelog/agent-page Would love to have something similar from intercom without bolting on an additional piece application onto our site.

Forum|Forum|9 months ago

BenOwenNew Participant

Ability to remove the company field from the User Data sectionSubmitted

It would be great to remove the company name standard attribute from the user data section, as a B2C business we don’t store or track company for our customers. Not being able to edit the second filed in the user data summary is a huge miss.

Forum|Forum|9 months ago

TrevorInnovator ✨

Will Intercom ever be able to support and work with Apple Business Messenger? Seeing more and more businesses with this option and it’s incredible!Submitted

Will Intercom ever be able to support and work with Apple Business Messenger? Seeing more and more businesses with this option and it’s incredible!

Forum|Forum|9 months ago

Lauren GiblinNew Participant

Closed or Resolved Date for Migrated Conversations or TicketsSubmitted

Currently when you migrated conversations/tickets the resolved or closed date is set to the date of the migration. There should be an api endpoint for this. We need to be able to look at the closed/resolved date of our migrated tickets in reporting. I’m asking for the ability to be able to set either or both the conversation closed date or the ticket resolved date when migrating tickets.

Forum|Forum|9 months ago

Brady PulsipherNew Participant

Single Macro For Reply and Note?Submitted

I have a specific use case where, every time, I send a reply via a macro and then manually add a note to the conversation. The reply is telling the customer that everything is done except that they have to open an email we sent to them. The note that I leave after is just saying “Can close once customer does X.” Once they’ve completed the task, I close the chat with no further reply. It’s just a way for me to easily know that there’s no real further action required on these chats, and that I’m only keeping them open until the task is complete.I know that I can make one macro that sends the reply and then create another macro that adds the note, but I'm wondering if there’s a way to do this with a single macro.

Forum|Forum|9 months ago

Tyler MacDonaldNew Participant

Reposition Brand in Conversation DetailsSubmitted

Ability to reposition the brand label in the conversation details. When trying to set the company name, you are unable to at time as the tool tip for brand pops up and interferes with your ability to select the company name. We would love to be able to hide the tool tip OR reposition the BRAND to somewhere else in the details section. This slows down our team as they have to fight with the tool tip.

Forum|Forum|9 months ago

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