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    Stephen OakesNew Participant

    Add Conversations to Ticket PortalSubmitted

    We would love for the Ticket Portal to also contain conversations. Our team uses conversations for the vast majority of our client communications, versus only using tickets for long running issues/complex topics. 

    0
    8 months ago
    Mikayla ReiserNew Participant

    Slack Notifications for New Knowledge Base Articles PublishedSubmitted

    One challenge I’m running into: keeping the team up-to-date on our growing Knowledge Base. Today, I send a manual Slack message each time a new Knowledge Base article is published so our sales, post-sales, and product teams all have visibility. I’d love if I could set-up automatic Slack notifications each time a new article is published. 

    0
    8 months ago
    Patrick PayneNew Participant

    Use conversation tags and attributes for workflow kick-offSubmitted

    I would like to be able to have a workflow trigger when certain conversation tags and attributes are applied. This would be a massive improvement to the way we manage conversation assignments and significantly improve efficiencies

    0
    8 months ago
    Brendan PooleNew Participant

    Real-Time Team Availability Updates During Call TransfersSubmitted

    We’ve identified an issue with call transfers in Intercom where the list of available team members does not update in real time during an active call.Current behavior:When an agent initiates a call, the transfer menu reflects team member availability only at the moment the call begins. If another team member changes their status to “available” while the call is already in progress, they do not appear in the transfer list. The only way to refresh the list is to reload the page, which ends the call.Example scenario: Agent A is on an active call. Agent B is initially unavailable (e.g., assigned to conversations only). Agent A attempts to transfer the call and does not see Agent B as an option. Agent B updates their status to available during the call. Agent B still does not appear in the transfer list unless Agent A refreshes the page, which disconnects the call. Requested improvement:The call transfer team member list should update dynamically in the background to reflect real-time availability changes throughout the duration of the call, rather than being fixed at call start. This would allow accurate transfers without requiring page refreshes or interrupting active calls.

    0
    8 months ago
    Jeremy De JaegerNew Participant

    Ability to set the audience for (Internal & Public) articles via APISubmitted

    Hello, we’re improving the process to keep our Knowledge Base up to date. To do that, we’ve moved all of our articles from Interco to Notion. The whole company now has access to all our articles and we defined clear owners for every article whose responsibility is to keep the articles up to date whenever there’s a change. Since there’s currently no feature to directly sync Notion pages and Public articles (only Internal articles), we’re doing the daily update (every morning at 2am) via API calls. However we currently cannot set the audience of an article via the call, which means that whenever we create a new article we need to go and set the Audience manually. Same when we want to change the audience for an article. And it needs to be done for both languages since we have EN and FR articles. When everything has been automated but we still need to set the audience manually, it’s a bit frustrating and a waste of time. I’d thus really appreciate if we could improve the API calls for internal and public articles to include Audience setting! ThanksP.S.: if you have comments/suggestions/anything else feel free to share!

    0
    8 months ago
    Colleen BrauerNew Participant

    Screenshare ('remote') session capabilitySubmitted

    It would save so much time and effort to be able to see my users’ screen in real-time in a chat session, right from OUR platform vs having to setup an invite from another platform that they may not have easy access to, etc, etc..

    0
    8 months ago
    PatrickHNew Participant

    NPS Report (combined - multiple NPS surveys)Submitted

    To support our multi-language SaaS product, we had to create multiple NPS surveys for the different user languages. Due to that, the NPS data is split and we don’t have a single NPS report. We considered using the API, but that is not straight forward either. One needs to generate a report and download. There is no easy way to just search/fetch the results in a regular REST API approach like it is for so many of the other entities in the Intercom API.This seems to be a gap in the Intercom product.Feature Suggestion 1 - Combined NPS ReportA general purpose NPS report that can be filtered like the per survey report. But this general report can include the data of all or selected NPS surveys.Feature Suggestion 2 - A Better Surveys APIMake it easier to fetch survey results by having a classical GET search call to fetch the results of a given survey. We might also need a GET call to search for what surveys are actually there.

    0
    8 months ago
    JanaF2FNew Participant

    Display News Item Engagement on Individual Customer ProfilesSubmitted

    Currently, customer profiles show recent content engagement in the "Recent content" section, but this only includes messages, chats, surveys, and series - not news items. This creates a gap in understanding individual customer engagement with our announcements and updates.Problem:Support and success teams need visibility into whether specific customers have opened or engaged with news items to provide contextual support and follow-up. Without this information on customer profiles, teams must rely on aggregate news analytics rather than customer-specific engagement data.Proposed Solution:Add news item engagement data to the "Recent content" section on customer profiles, showing:Which news items the customer has opened Timestamp of when they engaged with each item Consistent formatting with existing message engagement display

    0
    8 months ago
    Dewald LabuschagneNew Participant

    Add tag to last message before Fin closes a chatSubmitted

    To ensure proper moderation, we rely on a specific tagging structure. We need to configure Fin to automatically apply the relevant tag to the conversation immediately before the chat is resolved/closed.

    0
    8 months ago
    Daniel Rönnberg
    Daniel RönnbergActive User

    Centralized media library for reusable assets in Help CenterSubmitted

    In our Help Center articles, we use a consistent set of icons to visually guide users, for example, indicating where to click or when a link directs to an external source (see attached screenshots for reference). These icons appear across multiple articles, and from time to time, they may need to be updated.Currently, updating these icons requires manually replacing them in every individual article where they are used. This process is time-consuming and introduces a risk of inconsistencies.It would be incredibly helpful if Intercom offered a centralized image or document library, a place to manage all uploaded assets in one location. Ideally, this library would support dynamic linking, so that updates to an image or icon in the library would automatically reflect across all articles where it is used. This would significantly streamline content maintenance and ensure a consistent user experience. 

    1
    8 months ago
    Matheus LutzNew Participant

    Improvement on SLAsSubmitted

    Hi Guys! Today i want to share with you guys some pain that i have by using intercom since 2023. The SLA functionallity is confuse/or buggy, i really dont understand how this works. If you set some SLA by 10 days for resolution, for example, when you apply on a ticket, you ll see that the SLA of resolution is showing 30 days, Thats really crazy. And i think the worst part is, YOU CANT DELETE, OR EDIT AN SLA. Yes. Vou will be aways with this impacting all your workcpace, appearing in reports and others stuffs. My concept is simple: give to users a way to edit an old SLA, and also delete completly is they need. Also, think in a way to instruct the users how to set their sla s correctly. It makes sense to anyone? I hope yes.

    1
    8 months ago
    Nicholas GrahlNew Participant

    Granular Checklist ReportingSubmitted

    Checklist reporting is very high level and doesn’t offer more granular company and user reporting.Big items we need the report to do for the onboarder: Drill down to a specific clinic Can see all checklists and progress for a particular clinic Drill down to a specific checklist Can see status of a particular checklist while also filtered into a clinic Drill down to a specific staff profile Can see the status of a checklist for a particular staff member in a clinic when the checklist was sent to more than 1 user Look a specific time range Things that would be cool to have in general: Median time it took to complete checklist Time stamp of start/seen and completion Median time, or some measurement, of each task on a checklist (see where the log jam is) Count of completed checklists vs not completed Funnel or distribution visual for completion What else do you think we could use to identify log jams and levers needing to be pulled

    0
    8 months ago
    User1783New Participant

    Make it possible to turn off the 'did that answer your question?' block on all help articlesSubmitted

    We only allow inbound messages in our inbox from users (not visitors) as we want to be able to capture their email etc in order to be able to help them with their query.It’s therefore annoying that now that we have a help centre, users/visitors are able to start a conversation with us via the ‘did that answer your question?’ block on articles (if they say no). I wouldn’t mind, but I would want to capture their email automatically at the very least. It would be much more straightforward if we could just remove this block from all articles. I am OK with this affecting our metrics.

    0
    8 months ago
    SofiaNew Participant

    Mark conversations with other than just priority, ie emojisSubmitted

    It would be great if one could mark a conversation with a specific emoji, to find it quicker when handling a specific theme. For example we sometimes have conversations wher it’s best to call the client. We don’t have time to call any time, but we set away time to do so. It would be nice to be able to mark the conversation that need to be called up - and then when you sit down to call, filter to see only those conversations. 

    0
    8 months ago
    David SilbertNew Participant

    Allow Fin to cite/share images uploaded to Help Center articlesReleased

    Fin already allows users to upload images and then analyze those images, which begs the question: Why can’t Fin cite/share images on its own when talking with users?To be clear, I’m not talking about genAI images -- I’m referring to images we’ve already uploaded to Help Center articles alongside written instructions. Our users are visual learners, so the ability to share images (and ideally even videos) during a chat conversation would go a long way here.I’ve noticed Intercom’s version of Fin already includes this functionality, but it isn’t available to Intercom clients. Is this functionality already in the works? If not, can we please prioritize it?An example of how Intercom’s version of Fin currently uses it: 

    7
    Nico Magbiray
    Innovator ✨
    8 months ago
    Mohamed SaidNew Participant

    languageOverride for Help Center Classifications in Mobile SDKsSubmitted

    Feature Request: Support languageOverride for Help Center Classifications in Mobile SDKsProduct Area: Mobile SDKs (iOS/Android/React Native)Current Behavior: When using languageOverride to set a user's preferred language in mobile SDKs:✅ Messenger UI respects the language override ✅ Article content displays in the correct localized version ❌ Help Center classifications (collections and sections) do not respect languageOverride - they display based on device OS language insteadExpected Behavior: Help Center classifications should respect the languageOverride attribute consistently, matching how article content and Messenger UI already work.Use Case: Our app (Edara ERP) supports English and Arabic with in-app language switching independent of device settings. Users can select Arabic while their device is set to English. When they access Help Center:Articles correctly show in Arabic But collection/section titles remain in English (device language)This creates a confusing mixed-language experience in Help Center navigation.Business Impact:Poor UX for RTL language users who prefer app language over device language Inconsistent localization undermines trust in support content Common pattern in enterprise apps serving multilingual regions (MENA, EU)Suggested Solution: Extend languageOverride support to Help Center classification display in mobile SDKs, matching current web SDK behavior.

    0
    8 months ago
    Matthew KirkNew Participant

    macro tag for time/ using the chatters timezoneSubmitted

    We have a macro that lists the chat hours, it would be nice to have tags in the macro that go by the inbound chatters timezone rather than the static hours that are posted for the timezone in the chat. It would reduce friction in that we wouldn’t have to edit the macro output before sending each time based on where the chatter is located ex: “Our chat hours are 7am - 5pm CST “      “Our chat hours are {(7am - 5pm)CST}”      “Our chat hours are {(time1- time2)Timezone}”all of those could be different tags of a sort I think. CST being the base timezone for the tag, then the listed times could be based on the input times and output different based on the chatter. This would also be good for any Fin AI outputs.

    0
    8 months ago
    DominikDSNew Participant

    Native Video Recording & Sharing in Intercom MessengerSubmitted

    Today, Intercom Messenger allows text messages, file uploads, and even audio recordings. However, for technical support and software-related questions, short screen-recorded videos from customers are often far more effective than written explanations.Currently, many teams rely on external tools like Loom, requiring customers to register, record a video, copy a link, and send it manually. This adds friction and reduces response efficiency.A native video recording feature inside the Intercom Messenger — enabling customers to record screen or camera videos directly in the chat and send them instantly — would streamline support workflows, remove external tool dependencies, and significantly improve issue clarity and resolution speed.

    1
    8 months ago
    Julieta AlonsoNew Participant

    duplicate Reusable workflows into ""Customer opens a new conversation in the Messenger""Submitted

    Duplicate options in Reusable WFsWe are trying to duplicate a RWF with de messenger option and its not available!!! :( If we want one now, have to make it from scratch instead of cloning it. Could you add that option on reusable ones? thanksYuli

    0
    8 months ago
    Prathees RavindrakumarNew Participant

    Restrict closing conversations unless the ticket is assigned to a teamSubmitted

    ProblemAgents can currently close tickets even when they’re not assigned to a team. This makes it easy to close conversations prematurely or without proper ownership, which impacts reporting, accountability, and overall support quality. Proposed SolutionAdd an option to prevent agents from closing a ticket unless it is assigned to a team.Optionally, this could be configurable per workspace or role. Value / Benefit  Ensures every ticket has clear ownership before being closed Improves data quality for reporting and analytics Reduces accidental or premature closures Encourages better workflow discipline across support teams  Use CaseIn larger or distributed support teams, tickets often move between queues. Requiring team assignment before closure ensures the right team is accountable and that nothing slips through the cracks.

    0
    8 months ago
    Nico Magbiray
    Innovator ✨
    Nico MagbirayInnovator ✨

    Give us more freedom to move nodesSubmitted

    Hi Team,Coming from tools like n8n, the Intercom workflow canvas feels very "stiff". I get that the grid keeps things aligned, but it actually makes organizing complex shops harder than it needs to be.The Problem: Right now, you can’t manually group nodes or add much whitespace. This forces everything into long horizontal chains that are hard to read at a glance. To keep my screen clean, I’m forced to make dozens of Reusable Workflows just to avoid a messy canvas.The Solution: We need a "middle ground". Keep the snap-to-grid so things stay professional, but let us move nodes further apart or group them vertically.Why this helps:Faster QA: You can physically separate "Sales" paths from "Payment" paths to see how the logic flows.Easier Training: It’s easier to spot where a Handover is failing if the nodes aren't all bunched together.Better Organization: Solo managers can organize their "brainstorming" nodes away from their "live" nodes.If we can organize our logic visually, we can build and Deploy better automations without the headache of a cramped screen.Thank you!

    0
    Nico Magbiray
    Innovator ✨
    8 months ago
    Jessica Quinn
    Jessica QuinnNew Participant

    The ability to edit teammate's profile details for them + a role permission for this featureReleased

    It would be great to be able to edit other teammate’s Intercom profiles for them. Use case: this will help standardize Intercom profile information and lessen the back and forth administrative work currently required to ask all teammates to edit their profile to meet specific criteria + submit it for review and approval before adding them to their team. With this feature, the person with the appropriate permission (such as a manager) could go into a new teammate’s profile (such as an agent), upload their approved photo and add all relevant details for them during onboarding to Intercom. Ideally: We would be able to edit all teammate fields with the appropriate role permission  Job title and department would be configurable from settings somewhere and be a drop-down/ selectable on the profile (to keep spelling and formatting consistent across all teammate profiles in the workspace)

    4
    Paul D
    8 months ago
    alexheidiNew Participant

    Fin follow-up time adjustmentSubmitted

    currently fin follow-ups are off or on, but when on they follow-up in 4 minutes, it would be great to be able to adjust the timing.

    1
    8 months ago
    Clara SommerNew Participant

    Dynamic auto replies with response time based on live backlogSubmitted

    Today, Intercom auto replies (Messenger and email) only support static text or expected reply times based on historical data (e.g. 7-day median first response time). There’s currently no way to adjust these messages based on real-time backlog or queue volume.Feature request:Allow auto replies to use dynamic variables tied to live operational data—specifically backlog size or queue depth—to communicate a more accurate estimated response time.Example use case:If backlog is low → “We typically reply within ~1 hour.”If backlog is high → “We’re experiencing higher volume and expect to reply within ~24 hours.”Why this matters: Sets clearer expectations during traffic spikes Reduces follow-up messages like “Are you there?” Improves customer trust and transparency Helps teams avoid manually updating auto replies during busy periods Suggested implementation ideas (flexible): Variables such as {{estimated_reply_time}} driven by backlog thresholds Rules like “If open conversations > X, show Y response time” Availability in both Messenger and email auto replies This would significantly improve expectation-setting compared to static messages or historical averages that don’t reflect real-time conditions.

    0
    8 months ago
    Sofia MaconiNew Participant

    Fin Attributes - ability to redetect only on Fin closure (not teammate closure)Submitted

    I want to be able to set the redetect on closure for Fin and for teammates separately. For example, I want to be able to set up an attribute to be redetected upon Fin closure but not teammate closure. The reasoning here is that we want to rely on Fin to set the attribute when a human is not involved, but when a human is involved, we want to trust the human. 

    0
    8 months ago
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