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    3160 Ideas

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    Employee
    Htet Naing HtooEmployee

    Allow end users to search conversationsSubmitted

    Allow ends users (our customers’ customers) to search the pervious conversation via keywords in messenger. So any conversations that contain such keywords would show up. One of the customers’ end user requested so that they can easily search and refer to previous conversation when talking to the support agent. 

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    Forum|Forum|9 months ago
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    Shaney ThrasherNew Participant

    Don't expand collapsible section in edit modeSubmitted

    Present state - Selecting to edit an article forces all collapsible sections to expand Request - Instead keep collapsible sections collapsed once you select editThis helps the amount of scroll needed when I am editing, saving, and publishing. 

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    Forum|Forum|9 months ago
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    Erika GardnerNew Participant

    Add article creation/edit topic events in WebhooksSubmitted

    It would be incredibly useful if Intercom Webhook topics included events for article creation and editing. This would allow my team to automatically trigger tasks in our project management system (e.g., via Zapier) instead of manually tracking every content update. Right now, the lack of these event types in Intercom prevents us from automating what could otherwise be a simple and efficient workflow.

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    Forum|Forum|9 months ago
    Daniel Rönnberg
    Daniel RönnbergActive User

    Allow outbound messages (chat) from FinSubmitted

    We currently use outbound messaging to greet all new users and guide them to available support channels (Help Center, chat). However, the message can only be sent from a teammate, even though Fin can handle replies if the user responds, which they often do.For the sake of transparency and a better user experience, it would be great if we could set Fin as the sender. This way, users know they’re interacting with an AI from the start, rather than expecting a human response. At the moment, the only alternative is to explicitly state in the message that our bot will be responding, which can come across as a bit tacky.

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    Daniel Rönnberg
    Forum|Forum|9 months ago
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    maryddNew Participant

    do not mark merged conversations as "closed with no reply"Submitted

    Merged conversations are marked in the data dashboard as “closed with no reply” even if the parent conversation (the one the conversation is merged into) is replied to. This messes up our team data and looks like we’re not replying to a significant proportion of inquiries 

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    Forum|Forum|9 months ago
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    maryddNew Participant

    Do not automatically update statuses for phone callsSubmitted

    At the moment the behavior of phone calls on Intercom do the following:When an agent picks up a call, it automatically sets their status to offline if they are online (this affects both phone calls and chats). When an agent hangs up a call or a live call is disconnected, it automatically sets their status to online (regardless if they were online or offline before the call). For 1, this causes major issues with our chat automations/assignments/etc. If someone picks up a call, it sets them to offline and the agent is not assigned new chats. If they have ongoing chats, it may cause an automatic offline message to be sent to the user. We’ve been told by Intercom that this is by design so as to avoid agents from getting overwhelmed. It is not feasible or scalable for teams to only take one call or chat at a time, and most teams do not operate this way anyways. For our team it just means more stress as they often have to manually toggle themselves to online once they pick up a call. For 2, if someone who is offline makes a one-off call, they often do not remember that they will automatically be set to online after making the call, which causes them to accidentally be online and therefore unintentional longer wait times for users calling in.In summary:active chats may receive offline responses and delayed handling. qualified agents are removed from chat queues while on calls. agents forget they’ll be set online after an outbound call, leading to unwanted availability. agents must manually toggle status repeatedly to work across channels.Suggestions:A classic setup would look like: agent sets themselves to online, which allows them to receive calls and chats. Only 1 call per agent at a time, the number of live chats one can be assigned (i.e. conversations not in closed or snoozed status) can be customized or set at a team or individual agent level. (see attached logic diagram proposal) 

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    Forum|Forum|9 months ago
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    KalynNew Participant

    Change of channel reportSubmitted

    Currently, when a teammate changes channels (Conversations, Phone All), the action gets reflected in the Activity Logs. However, we would like to have this available in Reports or Dashboard in order to avoid giving access to the entire Teammates section where the Activity logs are.

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    Forum|Forum|9 months ago
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    Hilary LawrenceNew Participant

    Report on the number of conversations linked to tracker ticketsSubmitted

    The current ticket report is ok but has limitations related to tracker tickets. 1 tracker ticket is linked to multiple conversations. It would be great to see in the reports how many conversations have been linked to tracker tickets over a given period. This gives a more accurate impact of the issues related to tracker tickets. For example, if there were 5 tracker tickets last month, there can be a big difference in impact if only a handful of conversations were linked to the tracker, versus if 20 or 30 conversations were linked to each ticket. It would be good to be able to see this in the reports. Alternatively, having a way to automatically tag a conversation when it is linked to a ticket would help generating custom reports for this.

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    Forum|Forum|9 months ago
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    Jay ReddyNew Participant

    Multiple email addresses for one customer/profileSubmitted

    So often we’re contacted by a customer from a non-registered email address, sometimes due to how they’ve set up their mail merger app, other times because they’ve forgot what email they used to sign up. It would be great to have a technical solution to support these cases. If we could merge profiles linked to different emails and maintain one email/profile as the Primary, then list out numerous secondary emails were needed. Keeping all conversations had linked under the primary profile.Freshdesk, Kustomer, Zendesk and Salesforce already offer this as an OOB option. I can’t see it being to difficult for Intercom to put in place.

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    Forum|Forum|9 months ago
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    eclaudiuNew Participant

    Fin LiteSubmitted

    Fin Lite - 10c/resolution for a for AI search results for Shopify stores with thousands of products.Fin Lite - glorified search bar for 10c/resolution.Fin Lite version - $10c/resolution for customer to use as a glorified search bar. Just return 10 most probable search results allowing the customer to ask a question in a natural language.

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    Forum|Forum|9 months ago
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    PatrickHNew Participant

    Always Show Ticket Section and Ticket Portal LinkSubmitted

    Status quo: the ticket section in the messenger, and thus the ticket portal link only show when the user at least one personal ticket.Issue: there might be tickets assigned to users of the same company. This is a typical scenario we see in our customer base (B2B). Only a few users create the tickets with us, but other users look into the tickets.Request: make it possible to configure that the ticket section always shows for a given user.

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    Forum|Forum|9 months ago
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    ginabNew Participant

    Missing: Series Emails Don’t Trigger ‘Customer Unresponsive’ WorkflowsSubmitted

    Currently, “Customer Unresponsive” workflows only apply to conversations, not outbound messages. This creates a major limitation for users who rely on Series to email customers for required actions or information.For example, many teams send Series emails asking customers to verify details or take action, and if there’s no response, they need to trigger follow-up actions like creating a back-office ticket to deactivate an account.However, because Series emails aren’t treated as “messages,” these workflows can’t detect when a customer hasn’t replied. This gap prevents essential automation and forces manual workarounds.Suggestion/Request: Extend “Customer Unresponsive” logic to include outbound Series messages (emails). Doing so would unlock critical automation capabilities and align outbound and conversational messaging behaviors.

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    Forum|Forum|9 months ago
    Tito R.
    Tito R.New Participant

    Hide Back-office ticket type names shared with customersSubmitted

    Hello everyone, I’d like to request the ability to hide the names of Back-office ticket types that are shared with customers. These names are currently internal and, from a legal standpoint, could be used as evidence against the institution. Since we currently have around 200 Back-office ticket types, it would be unfeasible in the short term to rename or rewrite them, and doing so could also cause confusion and errors among the customer service agents who create these tickets. Thanks!

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    Tito R.
    Forum|Forum|9 months ago
    Pamela Van Gasse
    Pamela Van GasseActive User

    All conversations should appear in ReportsSubmitted

    Conversations that only have a communication from the customer without reply from the customer, are not considered actual conversations and do not appear in reports. A conversation is considered a conversation when at least 1 communication from a teammate AND a communication from a customer exists. Only then will the conversation appear in reports. (According to Intercom Support)But in our environment we often proactively send conversations to customers, for example informing them we have seen an issue in our monitoring systems and have already solved the issue. It is mandatory that these conversations appear in the customer reports as it shows that we are proactive and solve issues for customers before they even notice them.

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    Pamela Van Gasse
    Forum|Forum|9 months ago
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    Coordenação Mairo VergaraNew Participant

    Add Phone Number when adding New LeadSubmitted

      When manually adding a new Lead in Intercom, the form currently only includes fields for Name and Email.However, for many teams — especially those using phone or WhatsApp as primary communication channels — the Phone Number is just as essential.It would be very helpful to have a Phone Number field available as well — even if it’s optional.Key benefits: Improve efficiency: Teams can capture all relevant contact details upfront, avoiding extra steps or edits later. Enhance data consistency: Ensures that phone-based communication channels (like WhatsApp integrations or call workflows) have accurate data from the start. Support real-world workflows: Many sales and support teams engage leads via phone or messaging apps before email, making this field highly practical. This small improvement would significantly streamline lead management for teams that rely on multi-channel communication, while maintaining flexibility for others who don’t use phone contact information.

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    Forum|Forum|9 months ago
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    Ana MNew Participant

    Allow converting one ticket type to another ticket typeSubmitted

    We use tickets for customers to submit requests but occasionally they use the wrong ticket type. It would be very helpful to be able to convert a ticket to another existing ticket type.

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    Forum|Forum|9 months ago
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    Ben HizakActive User

    Create view by company - for conversations and ticketsSubmitted

    All us to create a view which filters tickets by CompanyPerhaps it would look something like this 

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    יניב
    Forum|Forum|9 months ago
    יניב
    יניבNew Participant

    Filter conversations by company data (not only conversation data)Submitted

    Currently Inbox Views are working solely on conversation attributes and conversation data attributes. It would be so much more effective if we can filter buy company/user data as well... Why?(a) we need to work really hard to push user/company data into the conversation data, it makes everything much less flexible.(b) it makes data sticky. If I edit company data (manually or by api after user/company product behavior) , the conversation data attribute doesn't change.I assume the initial setup was do to resource management, but I think you can afford some more resources on it, no?

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    יניב
    Forum|Forum|9 months ago
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    Dennis S.New Participant

    Automatic Reminder Push Notifications for Unread MessagesSubmitted

    Currently, Intercom sends a single push notification when a user receives a new message in Messenger. If this notification is dismissed or ignored, users are not reminded again about their unread message unless a new message is sent.I’m requesting a feature that automatically sends follow-up push notifications to users if they have unread messages after a set period of time. This would work similarly to messaging apps like Facebook Messenger, which periodically remind users to check unread conversations.Benefits of this feature: Ensures users don’t unintentionally miss important messages Increases response rates and conversation completion Boosts re-engagement by notifying users again when they overlook the initial notification Reduces the need for manual follow-ups by support teams Suggested configuration options: Ability to set the delay before a reminder notification is sent Customizable frequency and limit of reminder notifications Option to enable/disable for specific message types or workflows This would benefit all teams relying on Intercom Messenger for timely and effective communications. Thank you for considering this enhancement!

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    Forum|Forum|9 months ago
    Josh Teller
    Josh TellerNew Participant

    "Undo Send" Feature in Intercom Chat ToolSubmitted

    Overview: I propose adding an "Undo Send" feature to the Intercom chat tool, similar to the feature available in Gmail, where users can recall or undo messages for a short window of time after sending them. This would greatly enhance user experience and reduce potential errors in communication.Problem Statement: In real-time communication, users sometimes send messages prematurely or with errors (such as typos, wrong information, or unintended content). Currently, once a message is sent in Intercom, there is no way to retract it. This can lead to confusion, miscommunication, or embarrassment, especially in customer service environments where accuracy and clarity are paramount.Solution Proposal: Introduce an "Undo Send" functionality that provides users a brief window (e.g., 5-30 seconds, configurable in settings) to recall or unsend a message after clicking "Send." During this window, the message remains in a pending state and can be canceled or edited by the user.Key Features:Undo Timer: A customizable time window (default to 5 seconds, adjustable up to 30 seconds) during which the user can undo the sent message. Visual Feedback: Display a temporary notification (such as a snackbar or toast message) after sending, showing an "Undo" button. Message Pending State: While the timer is active, the message will not be visible to the recipient, giving the sender time to review or cancel the message. Setting Customization: Allow users to toggle this feature on/off or adjust the time window for undoing messages. Application Scope: This feature should be available for all chat types (automated, manual, or customer-initiated conversations).Benefits:Reduces errors in communication by allowing users to fix mistakes before the recipient sees them. Provides peace of mind to users who may hesitate before sending important messages. Enhances customer satisfaction by ensuring more polished and accurate communication.Conclusion: The "Undo Send" feature would significantly improve the user experience within the Intercom chat tool by providing a safety net for users. This is especially valuable in customer support environments where clear and error-free communication is essential.

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    Forum|Forum|9 months ago
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    LexiNew Participant

    Track recurring issues across multiple conversationsSubmitted

    I would like to request the ability to group or flag conversations within my inbox. When multiple issues are being tracked at the same time, it would be helpful to have a clear and efficient way to differentiate between conversations or draw attention to specific ones.A few ideas that might support this workflow include:The ability to create buckets, folders, or group by tags, similar to how you can group tabs in google Color-coding conversations in the UI for quick visual reference.In the past, we used the ability to title chats as a way to distinguish between different threads, though this was not an ideal workflow. Currently, I use the star feature to prioritize conversations, but this becomes limiting when I need to monitor multiple items simultaneously.I would love a functionality to organize or visually categorize conversations and improve the workflow to manage active issues.

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    Forum|Forum|9 months ago
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    Gerald PradoActive User

    Testing for Fin VoiceSubmitted

    I would like to have a tab in the Testing section for Fin Voice that is similar to the one we have now for Fin Chat/Email. Including the Evaluate Answer feature would speed up the time it takes to manage changes to guidance by showing us exactly what content is being used to craft replies.  I want to be able to batch test questions from customers that come through over phone calls as there are differences in what customers ask over the phone, and differences in how they respond to Fin from the moment the call starts. It would also help track how the changes made in voice guidance affect how Fin responds over key topics as Fin responds differently over voice.  

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    Forum|Forum|9 months ago
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    Vicky LabergeNew Participant

    News- pop upSubmitted

    Hi, I was wondering if it’s possible to ad a pop-up like a post for the news item. When we use the post to tell the customer ; there is something new- the information is at 2 places at the same time (in the news AND in the conversation). So by suggesting a pop-up like a post , it would helps your team to reach more customer.

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    Forum|Forum|9 months ago
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    Alicia FerreiraNew Participant

    Ability to turn off automatic opening of conversations/ticketsSubmitted

    In the chat layout, when switching from my inbox to the team inbox and vice versa, it automatically opens up the first ticket in the inbox. This is not only visually a lot, but will also lead to teammates thinking that someone else is looking into that ticket when in reality, there just isn’t a way to close out of the view/not be viewing a ticket. Can there be a way to turn this off?

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    Forum|Forum|9 months ago
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    FrancoisMConnector

    Prevent rating to be locked when feedback is enteredSubmitted

    When a user leaves a CSAT rating and a feedback, the rating can not be changed. This is an issue because we do reach out to the user who leaves a bad rating and try to help them further and have them change the rating. If they leave a feedback, we can’t do this and improve our ratings. 

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    Forum|Forum|9 months ago

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