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    3160 Ideas

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    PatrickHNew Participant

    Do not unassign from teammate when added to inboxSubmitted

    Whenever a conversation is assigned to a team inbox, the assignee is lost.Suggestion:keep existing assignee if the assignee is part of the teamOf course, could also be either configurable or a little pop to ask. But for us, the current behavior is not practical at all. 

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    Forum|Forum|9 months ago
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    Yuval BitonNew Participant

    Voice RecordsReleased

    It would be amazing if you could add a voice recording feature to your chat. This addition would enable us to assist our clients 'on the go', providing them with tailor-made, audio responses.Thank You! P.S - I am very aware of the fact that you have a Beta version, please don’t mention it in your answer..

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    Paul D
    Forum|Forum|9 months ago
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    Jorge BritoNew Participant

    Fin can use Internal Article as content (not just Copilot)Released

    To teach Fin new content, to use not just on Copilot but in its AI answers, the feature to enable it to use content from Internal Articles would be nice.Sometimes there is information we do not wish to publicly announce in a Help Centre Article, but we would like Fin to use nonetheless.I realise we can upload a PDF instead, etc, but this would be much more practical and manageable.This even seems to be an option, except it then shows this message - ‘Internal articles are for internal use only and never available for AI Agent.’ 

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    Paul D
    Forum|Forum|9 months ago
    melissa.novi
    melissa.noviNew Participant

    Remove priority star via a workflowReleased

    You can add a priority star to a conversation through workflows, but it doesn’t seem that you can remove one. There are situations where my team manually removes the star once they’ve responded to a thread. I’d like to automate removing the star once a reply is sent so they don’t have to remember to remove it. 

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    Paul D
    Forum|Forum|9 months ago
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    Brittany GodfreyNew Participant

    Ability to generate PDF of Reports to ShareReleased

    In the past, you had the ability to email a PDF version of certain reports pages. Then, I could share those w/ my clients. Currently, I have no way of sharing vital intercom stats with my clients because they do not and will not ever have intercom seats. For now, I can use the legacy feature but once it is deprecated my time spent on reporting will skyrocket when I have to export this data, and then convert into my own charts. 

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    Paul D
    Forum|Forum|9 months ago
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    ChelseaNew Participant

    Allow specific report sharing with teammates that do not have access report permissionsReleased

    Currently it’s not possible to share specific reports with any teammate in the workspace regardless of their general reports access permissions.For example, if you don’t want a team to have general reports access permissions but you want to create one custom report that they can view whenever they want, that isn’t possible. It would be ideal if reports access could be managed similar to how Google Drive works, where managers can access an entire folder and viewing permission can be granted to specific team members for specific docs within that folder.

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    Paul D
    Forum|Forum|9 months ago
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    Madeline G.New Participant

    Exporting Reports/Dashboards for External StakeholdersReleased

    We would like the ability to export dashboards from Intercom for sharing with external stakeholders who do not have access to our Intercom workspace. Currently, dashboards and reports within Intercom can only be viewed by users with direct access to the Intercom platform. This limitation makes it difficult to share performance metrics, support KPIs, and insights with stakeholders such as clients, investors, or cross-functional team members who don't use Intercom.Proposed Solution: Provide an option to export full dashboards (Not just individual charts or drill-ins) as shareable formats. Ideally a public URL with restricted access, but a PDF would be acceptable as well. This would allow teams to easily distribute critical data outside the organization while maintaining control over what is shared.

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    Paul D
    Forum|Forum|9 months ago
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    User2149Active User

    Automatic language detection and translationReleased

    I would love to have a feature where Intercom would recognise the language of the customer and have a button where you can let the inbox translate the message for you. Also automatically translate your own messages to the language of the customer without needing to click the translate AI button every time. This is currently also not available in Dutch btw.Both Front and Zendesk offer this.

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    Paul D
    Forum|Forum|9 months ago
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    Hebe Neate-CleggNew Participant

    Specify audience when testing FinReleased

    Many of our articles/guidance/snippets are audience-filtered, and we want to ensure that answers work as expected for those audiences specifically, but when using the Fin preview testing environment, there doesn’t appear to be a way to pretend we are within a specific audience to ensure that the answers are working as expected. This is essential to check our measures are working effectively and without it we’re essentially going in blind and hoping for the best!A good solution would be a simple dropdown within the testing environment that says “I am in X audience” so that only articles/guidance/snippets applicable to that audience are used during testing.

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    Paul D
    Forum|Forum|9 months ago
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    Ben GerryNew Participant

    Filter out Duplicate cases from a searchSubmitted

    I would like to filter out Duplicates from my search but it’s not possible. Some other attributes have the options “is true”/”is false” but not this one. This implementation could greatly enhance our operations as we get a lot of dupes. Thanks

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    Forum|Forum|9 months ago
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    Chris AnnicellaConnector

    Improved Table of Contents FormattingSubmitted

    Currently the Table of contents uses one font, one font size, and one color scheme.Please utilized multiple sizes and colors to differentiate the levels in the table of contents. For example H1 could be Bold 16 pt font and H2 could be Dark Gray 14 pt font. Similar to below: 

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    Forum|Forum|9 months ago
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    Chris AnnicellaConnector

    Improved Table of Contents FormattingSubmitted

    The problem: The auto-generated table of contents in Help Center articles renders every entry identically — one font, one size, one color, no indentation. H1 and H2 headings appear as a flat list, so readers can't see the structure of the article at a glance. In long articles (exactly where a table of contents matters most), a flat list of a dozen identical entries is hard to scan and defeats the purpose of having a TOC.The request: Add visual hierarchy to the table of contents so heading levels are distinguishable. The standard treatment would be some combination of:1. Indentation — nest H2 entries under their parent H1, the way most documentation sites do.2. Size and weight — e.g., H1 entries in bold 16pt, H2 entries in regular 14pt.3. Color — e.g., H1 entries in the primary text color, H2 entries in a secondary gray.(Example attached showing the kind of differentiation we mean.)Even just automatic indentation by heading level — with no configuration options at all — would solve most of the problem. Configurable styles per level would be the ideal version.This applies wherever the TOC renders: both the Help Center on the web and in the Messenger. Since the TOC is already generated automatically from H1/H2 headings, the structural information exists — it just isn't reflected visually.The payoff: readers can see article structure instantly, jump to the right section faster, and self-serve more successfully on long articles. Thanks for considering!  

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    Forum|Forum|9 months ago
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    Alyson McGregorNew Participant

    Add a Follower FeatureSubmitted

    It would be great to be able to add followers to a ticket instead of have to publicly cc internal teammates on tickets

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    Forum|Forum|9 months ago
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    Luis CarrascoConnector

    More filtering options in the conversation search bar, like user data attributes or type of agent (AI or Human)Submitted

    Currently, it’s only possible to search by conversation attributes but it would be beneficial to add more filters based on the user’s data. 

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    Forum|Forum|9 months ago
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    Luis CarrascoConnector

    ability for agents to select what channel should they be receiving conversations fromSubmitted

    We assign agents to work, for example, on Emails, Calls, or Live chat; they should be able to select their availability to receive conversations from the inboxes assigned. 

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    Forum|Forum|9 months ago
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    Luis CarrascoConnector

    Fin to be able to create back office ticketsSubmitted

    It would be beneficial if, based on escalation rules, Fin could create a back-office ticket to other teams. 

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    Forum|Forum|9 months ago
    Pamela Van Gasse
    Pamela Van GasseActive User

    Allow to select from email address when creating ticketsSubmitted

    At this time it is not possible to create tickets and select the From email address from which customer communication is done. The default workspace email address is then used.This does seem to be possible for conversations though. There you can select the email address from which you want to send the outgoing email to the customer.This should also be possible for tickets.At this time a conversation needs to be created with the outgoing email to the customer and after that the conversation can be turned into a ticket.In our environment our Operations teams monitor our systems, create a ticket when they see an issue and then the 1LS teams contact the customer.But this doesn’t work, because when 2LS creates the ticket, the communication 1LS sends is sent from the wrong From email address.

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    Pamela Van Gasse
    Forum|Forum|9 months ago
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    Kellen C.New Participant

    Draft conversation responsesSubmitted

    It would be really helpful if there were a way to save a Draft version of a response to a customer. This helps people being trained and situations where you need a Team Lead or other supervisor to approve the response before it is officially sent to the customer. After reviewing the draft and making any necessary modifications, the agent could easily send. This avoids a lot of Notes cluttering up the conversation flow with various response versions or having to do the response creation and approval outside of Intercom. 

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    Forum|Forum|9 months ago
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    Nicholas GrahlNew Participant

    Total Article Views by Viewer Category/TypeSubmitted

    Right now, you can’t see total article views by bot vs human.  Being able to see what type of viewer is viewing the articles is very beneficial into understanding more granular data about the article being viewed. If I was able to see the category/type of viewers, then I wouldn't even need to ask support why a spike in total views happened since I would be able to see it was the bot category that had the spike.

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    Forum|Forum|9 months ago
    K
    KalikNew Participant

    Enable Stripe subscription changes within IntercomSubmitted

    Currently, we can view customer information through the integrated Stripe app in Intercom. It would be great to be able to process subscription changes as well so that we don’t have to switch into Stripe.

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    Forum|Forum|9 months ago
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    Alicia FerreiraNew Participant

    Allow agents to see Comments in the Activity, not the change of ticket stateSubmitted

    Right now, when I respond to a ticket and change the ticket state, the only thing I see when looking at the side panel for that ticket is “Moved to Submitted” or “Moved to ‘Waiting on Customer’ instead of the actual message I sent. We already have the option to filter for the different ticket states, so what I’m seeing when I glance at the ticket shouldn’t be the ticket state, rather it should be the start of what I’ve sent to the customer. Being able to glance at a ticket and see my last response helps be more efficient without having to open up the ticket to see my last response. 

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    Forum|Forum|9 months ago
    Angel Horowitz
    Angel HorowitzActive User

    User/Lead/Company Audit ReportSubmitted

    Problem to Solve:As of right now, there is no way for us to pull an audit log for users/leads/companies. There are times we need to investigate how something was created, who added in information on the account, etc.The answer seems to always be to use “API”, but that’s not realistic for Intercom to expect customers to have someone who knows API readily available to assist with CX tasks. Request:Create an “User/Lead/Company Audit Log” that allows us to easily view information about the accounts, such as:When it was created How it was created / by who When it was last updated What was last updated Who updated each item Additional Context:It is extremely difficult to investigate different things like the following examples:Why duplicate leads / users get created and why they’re not merging  If integrations like Salesforce are working with syncing information  Where information is being incorrectly synced from

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    Angel Horowitz
    Forum|Forum|9 months ago
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    lsmithConnector

    Fix `IncorrectContextUseViolation issue in Android SDKSubmitted

    I’m using the Intercom SDK in my app. App is full Compose and running the 17.3.0 version of the Intercom SDK. I’m also using Android’s StrictMode (https://developer.android.com/reference/android/os/StrictMode). StrictMode throws this issue and it seems to be related to the Intercom SDK👇🏼 The Intercom Android engineering team should fix StrictMode policy violation: android.os.strictmode.IncorrectContextUseViolation: The API:LayoutInflater needs a proper configuration. Use UI contexts such as an activity or a context created via createWindowContext(Display, int, Bundle) or  createConfigurationContext(Configuration) with a proper configuration.   

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    Forum|Forum|9 months ago
    Luke Michelson
    Luke MichelsonNew Participant

    Duplicating workflow - ChannelsSubmitted

    When duplicating workflow duplicate everything. Currently when duplicating a workflow channels are not duplicated, i.e. email. When we duplicate a workflow that included Web, iOS, Android and Email the email channel is not included in the duplications.

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    Luke Michelson
    Forum|Forum|9 months ago
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    Amanda de BruynNew Participant

    Fin Multilanguage - AfrolaamsSubmitted

    Can Afrikaans please be worked into Intercom as a supported language? Being based in South Africa, 95% of our client base speaks Afrikaans. We are using AI tools as well to translate from English to Afrikaans where needed. 

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    Forum|Forum|9 months ago

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