Product Wishlist | Community

Help Center
Academy
Developer Hub
Partner Hub
Hire an Expert

Create New Topic
Login

🎅 How to prepare your Fin AI Agent for Christmas 🎅

18 days ago

Home
Ideas

Product Wishlist

Share product ideas and upvotes with our product team

Your Guide to Joining the Beta Group & Navigating the Product Wishlist

Join the Beta Group 🎉 You can now join the Beta Group and get exclusive early access to product betas, share feedback and contribute to shaping the In...

2 years ago

35518

Idea Pipeline

Filter by idea status

Browse by category

3482 Ideas

Most replies

Most votes

Newest first

ChristianPlanhatNew Participant

Add a prompt requiring users to add a tag when closing an untagged chat.Submitted

Add a prompt requiring users to add a tag when closing an untagged chat.

8 months ago

ImmortalNew Participant

Enable Fin AI to Recognize and Compare Current Date with Dates in ContentSubmitted

Requesting a feature for Fin AI to automatically recognize today’s date and accurately compare it with dates mentioned in articles or guides. This would help Fin avoid suggesting outdated information, such as expired promo codes, by ensuring responses are always relevant to the current date.

8 months ago

alexheidiNew Participant

Fin Attributes test environmentSubmitted

Allow Fin attributes to be detected in Test environments/batch CSV to test behaviour in a real world simulation.

8 months ago

alexheidiNew Participant

Teammate colab ala Notion in Help Centre updates, or a clean sync state between Notion docs and intercomSubmitted

Teammate colab ala Notion in Help Centre updates, or a clean sync state between Notion docs and intercom

8 months ago

Jill BraggActive User

Automatic Company Association for Multi-Participant TicketsSubmitted

We’re noticing an issue where companies don’t get associated to multi-participant tickets. This seems to be by design, but are there any plans to change that behavior?It looks like it’s stemming from a few things from what I can tell. Functionally it doesn’t seem like Intercom differentiates between the initiator of a conversation/ticket & the other participants that were added on. If it could do that I think it’d partly help fix the issue, because in theory it should associate the ticket with the company of the initiator. Second, if the initiator is associated with more than one company, could there be some logic to determine their company based on the company they’re associated with when logging into the tickets portal? Or for emails (unless there’s some security concerns), some logic based on their email domain? This wouldn’t necessarily fix every single instance, but I think it would help in most cases.

8 months ago

Diego MichelsenNew Participant

Relatório histórico de chats ativos simultaneamente por horaSubmitted

Atualmente, o Intercom oferece no dashboard em tempo real a visualização do total de conversas abertas, ociosas e em espera apenas no momento atual.No entanto, não existe uma forma nativa de visualizar ou exportar, de maneira histórica, quantos chats estavam ativos simultaneamente por faixa de hora.Esse tipo de métrica é diferente de: Novos chats iniciados Réplicas ou reaberturas A necessidade é medir concorrência de atendimentos, ou seja: Quantas conversas estavam abertas ao mesmo tempo em cada hora do dia Indicador direto de carga operacional e dimensionamento de equipe Hoje, a única alternativa é: Usar a API para listar conversas Coletar created_at, updated_at e state Processar externamente para estimar a quantidade de conversas abertas por hora Isso adiciona complexidade técnica e limita o acesso desse tipo de análise a times com estrutura de dados.Sugestão de melhoriaAdicionar um relatório nativo que permita: Visualizar a quantidade de chats ativos simultaneamente por hora Exportar essa métrica em CSV Usar filtros por canal, inbox, time ou tag Esse recurso ajudaria diretamente em: Planejamento de capacidade Análise de picos de demanda Definição de escala e turnos de atendimento Acredito que seria uma funcionalidade de alto valor para operações de suporte em tempo real.

8 months ago

Ashley RichNew Participant

Show Who/Where Chats are Assigned in All TabSubmitted

When viewing chats in the All view, it would be helpful to have a small icon or a dedicated column showing the Assigned owner for each chat. Currently, I have to jump around within the All view to find the conversations assigned to me while also monitoring other ongoing chats.It would be great if the All section could auto‑sort and clearly label where each chat belongs, including which ones are still unassigned. This would make it easier to stay organized without constantly switching between different views. You would get the benefits of the All and Unassigned/Owned Views together, with easy access to your own chats and the capability to go and support a teammate in a quick chat or grab an unassigned one.

8 months ago

Mike MunleyNew Participant

Copilot for Conversations - Volume Required & Searching existing conversationsSubmitted

It would be helpful to know just how many conversations are required before copilot uses conversations as a data source. As we are launching Intercom and this is one of the most important features, it is concerning to not know when this will become usable. It would also be helpful to allow Copilot to start searching existing conversations even without reaching the volume required -- even if it were rudimentary search as opposed to an LLM.

8 months ago

Aviva WittenbergNew Participant

Add functionality to duplicate and migrate workflows between workspacesSubmitted

Would like to be able to (1) duplicate our production workspace in our test environment and (2) migrate workflows from test to production. This will allow us to test and validate workflows without risk of impacting production. Current process to create workflows in test, testing and then recreate them in production introduces risk of error and is very time consuming.

8 months ago

George.USNew Participant

Ability to copy production workspace as test workspaceSubmitted

One feature we’d love to see is the ability to clone our production workspace into a test environment.Right now, there’s no way to duplicate workflows, Fin configurations, or bot logic from prod into a sandbox, everything has to be recreated manually, which slows down testing and experimentation.As Intercom continues to roll out new AI and Fin features, having a way to quickly spin up a replica of our live setup would be a huge win for QA, training, and safe iteration.This would help us adopt new features faster, test safely, and reduce friction when experimenting with automation at scale.

8 months ago

Luis CarrascoConnector

Native integration with MEWS (hospitality Property management system)Submitted

Mews is a PMS that helps hospitality providers to consolidate their bookings and also messaging in one place ( messages coming from different booking platforms) If there were an integration with Mews, we would be able to reply to guests' messages coming from Airbnb and booking.com, for example. If it’s not possible to make an integration natively, would it be possible to build a custom integration to receive messages in Intercom?

8 months ago

Gabriel O.New Participant

Copy TranscriptSubmitted

Feature Request: Copy transcript text directly from pageUser Story:As a support agent, I want to copy call transcript content directly from the transcript page so that I can quickly paste it into other tools without downloading a file first.Current Behavior:When viewing a call transcript, the only option to extract the text is downloading it as a file. There's no way to select and copy the transcript content directly from the page.Requested Behavior:Allow users to select and copy transcript text directly from the transcript view, like standard webpage text.Why This Matters:During and after calls, agents often need to paste transcript content into other systems - case notes, AI tools for summarization, internal documentation, Slack messages to colleagues. The current download workflow adds unnecessary steps to what should be a simple copy-paste action. This is especially disruptive during busy periods when speed matters.

8 months ago

ChelseaNew Participant

Provide version history for internal articlesSubmitted

If Internal articles could have a version history for basic change management the way Help Center articles do, that would be extremely useful.

8 months ago

Tonje Ness MeinhardtActive User

Ability to Edit Chatbot Signature and Job TitleSubmitted

We would like to request the ability to customize the e-mail signature for the chatbot alone, to clearly indicate that the response is coming from a chatbot when replying to emails. Additionally, we would like the option to edit the job title for Fin AI in the same way it is possible for customer advisors. This would help ensure clarity and transparency in communication.The current email footer “Composed by AI” is not sufficient to set the right expectations for customers.

8 months ago

Tonje Ness MeinhardtActive User

Copilot Accessible Outside Conversations / Stand‑Alone Copilot WindowSubmitted

We currently handle all written customer communication in Intercom, but our phone support is handled through a separate telephony system that is not integrated with Intercom. Many of our customer advisors have started using Copilot, and both the advisors working in Intercom and those taking calls would like the ability to use Copilot without having to open a written conversation first.There are many situations where an advisor needs to ask Copilot a question that is not related to an active customer conversation. It would therefore be extremely helpful to have:A dedicated place in Intercom to interact with Copilot, Or a stand‑alone Copilot window/app that stays open independently of which system the advisor is working in.Our advisors often work across up to 16 different internal systems when assisting customers, and we rely heavily on internal routines for each system. Before asking a colleague, many would prefer to ask Copilot to save time—if only it were more easily accessible.A separate, persistent Copilot window would greatly improve workflow efficiency and make Copilot more useful across all parts of our support operation.

8 months ago

Sathya BushNew Participant

Different Notification Sound for Chat vs EmailSubmitted

We’ve gotten feedback that the desktop notification for chats and emails. Agents would like there to be a different sound for chat vs email to indicate the different type of interaction. Chats are more urgent and emails are less urgent so different sounds would allow the agents to know if they need to stop a different task to assist with a chat vs an email that can be addressed when the task is completed.

8 months ago

Laia PuigNew Participant

Enable Fin to Access Current Page URL for Contextual ResponsesSubmitted

Currently, when users ask questions referencing "this product" or "this page," Fin cannot provide contextually relevant answers because it doesn't know which page the user is viewing. This creates confusion and requires users to specify their location manually. Requested Feature:Allow Fin to automatically detect and access the current page URL during conversations, enabling it to provide contextually aware responses when users reference their current location. Use Case:User on pricing page asks "How much does this plan cost?" User on product page asks "Does this feature support X?" User asks "Can I integrate this with Y?" while viewing a specific integration page Expected Outcome:Fin would understand the user's context and provide relevant answers without requiring clarification about which page or product they're referencing.This would significantly improve user experience by reducing back-and-forth clarification and providing more accurate, contextual support responses.

8 months ago

Erica LawrenceNew Participant

Add Block User option directly from Spam screenSubmitted

Currently, to block a spam sender, users must navigate away from the Spam screen to find the user's profile, then use the block function. This creates unnecessary friction when managing spam.Request: Add a 'Block User' button or option directly within the Spam screen interface, allowing users to immediately block spam senders without leaving the spam management area. This would streamline spam management and reduce the number of unwanted messages in the Spam folder.

8 months ago

Dovile EinikyteNew Participant

Track team response metrics within office hours only - per marketSubmitted

Currently this metric is available only for default office hours. However, as a business operating in multiple markets, with different operating hours/days we would love to see this setting to be individual per market rather than default office hours for the whole workspace.

8 months ago

Saphia BaronNew Participant

Channel-Aware Reply Experience for AgentsSubmitted

Hello, I’d like to share a small product idea based on our day-to-day experience using Intercom across multiple channels. It’s meant as an observation from the agent side and something that could potentially improve the support experience.Our team handles conversations via email, Messenger, and WhatsApp, and each channel naturally requires a different communication style. Emails tend to be more formal and structured, Messenger is more friendly and conversational, and WhatsApp usually calls for very short, informal messages that closely match the customer’s tone.While Intercom clearly labels the channel (email, Messenger, WhatsApp), the reply environment itself looks the same across all channels. We’re getting feedback from the team that this makes it harder to mentally switch context, especially when handling multiple conversations across channels in parallel.It could be really helpful if the UI subtly adapted to the channel — for example through different backgrounds, colors, or visual cues — to create a more immersive experience for agents. This would help them immediately “feel” whether they are replying in an email-like context or a chat-based one, and avoid accidentally writing an email-style reply in WhatsApp (or the other way around).Overall, we think this kind of channel-aware UI could improve response quality, reduce cognitive load for agents, and make multi-channel support smoother.I’m sharing this as an idea and a food for thought rather than a concrete request. If helpful, I’d be happy to provide more context or examples from our team’s experience.Best regards,Saphia from MyCamper

8 months ago

Isak GerreNew Participant

Match outbound message / posts overlay background to app theme (dark / light mode)Submitted

Hi Intercom team 👋We’ve recently started using Intercom’s outbound messages and are experimenting with the large-format posts. Functionally, they work well but visually, we’re running into a real issue.Our application is primarily dark-themed. When a large-format outbound message appears, the overlay background is bright white. The contrast is jarring and clashes with the rest of our UI, to the point where it genuinely looks like a mistake or rendering bug.More importantly, this makes our product feel cheap and unpolished when we use an otherwise powerful Intercom feature. Instead of feeling native, the message feels “bolted on,” which hurts the perceived quality of our app.What we’d love:An option for the outbound message overlay background to match the app or user theme: Dark overlay for dark mode Light overlay for light mode Even a simple workspace-level or per-message toggle would significantly improve the experience.This would go a long way toward helping outbound messages feel truly native in modern, dark-first products.Thanks for considering!

8 months ago

Peter SchöllNew Participant

Multi-brand support for News Center (Proactive Support Plus)Submitted

Feature request: Multi-brand support for News Center (Proactive Support Plus)Intercom provides strong multi-brand capabilities for the Help Center, allowing each brand to have: Its own domain Individual styling A distinct customer-facing experience This is a key and highly valuable feature for companies operating multiple brands within a single Intercom workspace.Current limitationIn contrast, the News Center currently supports only a single instance: Only one News Center can be defined Styling and branding apply globally It is not possible to create brand-specific News Centers This creates an inconsistency in multi-brand setups.Why this is importantFor multi-brand companies, this limitation makes it difficult to: Communicate brand-specific news and announcements Maintain consistent branding per brand Use the News Center as a dedicated communication channel Customers from different brands may see: Irrelevant announcements Incorrect branding Mixed messaging across brands Requested enhancementWe propose enabling multi-brand support for the News Center, similar to the Help Center, including: Multiple News Centers per workspace Brand-specific domains Independent styling and configuration per News Center Brand-specific News content How this would support our workflowWith multi-brand News Centers, we could: Align News communication with each brand’s identity Deliver targeted, relevant announcements Use Proactive Support Plus consistently across all brands Scale customer communication in complex, multi-brand environments This would complete Intercom’s multi-brand story and significantly increase the value of Proactive Support Plus for enterprise customers.

8 months ago

Peter SchöllNew Participant

Advanced layout & branding options for News Center (Proactive Support Plus)Submitted

Feature request: Advanced layout & branding options for News Center (Proactive Support Plus)The News Center is used as a standalone, customer-facing page and should support the same level of branding, layout flexibility, and visual consistency as other Intercom surfaces.Current limitationThe News Center currently offers very limited layout and branding options: No configurable Hero block (headline, description, visual focus) No ability to integrate or style a Hero section similar to the Help Center No support for custom fonts No option to configure a favicon Overall layout flexibility is limited As a result, the News Center cannot be fully aligned with a company’s corporate identity or visual standards.Why this is importantWhen operating the News Center as a standalone page, companies expect to: Clearly communicate context and purpose via a Hero section Apply their brand typography Use a custom favicon for recognition and professionalism Maintain a consistent look & feel across Help Center, product, and other customer-facing pages Without these options, the News Center feels visually disconnected and less suitable for official communication.Requested enhancementWe propose extending the News Center layout and branding configuration to include: A configurable Hero block (headline, text, optional background/image) Styling and layout options for the Hero block (similar to Help Center) Support for custom fonts Ability to define a custom favicon Greater flexibility in overall layout structure How this would support our workflowThese enhancements would enable us to: Present News in a more structured and engaging way Fully align the News Center with our brand guidelines Use the News Center as a professional, standalone communication hub Improve customer trust and recognition

8 months ago

Peter SchöllNew Participant

Cookie consent support for News Center (Proactive Support Plus)Submitted

Feature request: Cookie consent support for News Center (Proactive Support Plus)The News Center, as part of the Proactive Support Plus add-on, can be operated as a standalone, publicly accessible page (e.g. https://eu.intercom.news/brand-name).Current limitationAt the moment, the News Center does not support a cookie consent banner: There is no documented or configurable cookie banner setting There is no option to submit a custom cookie consent script via Intercom Support In contrast, for the Help Center, cookie consent managers can be implemented by submitting a custom script through Intercom Support, which is then applied to the Help Center.This option is currently not available for the News Center.Why this is importantFor companies operating in the EU, a cookie consent manager is mandatory when cookies or tracking technologies are used.Without the ability to implement a cookie consent solution, companies cannot: Operate the News Center in a GDPR-compliant manner Use the News Center as an official communication channel Roll out Proactive Support Plus safely in regulated environments Requested enhancementWe propose extending the News Center configuration to support cookie consent by either: Providing a native cookie banner in the News Center settings, or Allowing custom cookie consent scripts to be submitted and applied, similar to the Help Center setup How this would support our workflowThis enhancement would enable us to: Operate the News Center legally and compliantly in the EU Use Proactive Support Plus without legal workarounds Maintain a consistent compliance approach across Help Center and News Center Reduce legal and operational risks for EU-based customers

8 months ago

Peter SchöllNew Participant

Custom footer configuration for News Center (Proactive Support Plus)Submitted

Feature request: Custom footer configuration for News Center (Proactive Support Plus)The News Center, which is part of the Proactive Support Plus add-on, can be used as a standalone page (e.g. https://eu.intercom.news/brand-name) to publish News and announcements.Current limitationUnlike the Help Center, the News Center does not currently support a configurable footer.There is no option to add company-specific information such as: Legal notice / imprint Privacy policy links Company details Why this is importantWhen the News Center is operated as an independent, publicly accessible page, this creates a compliance gap in the EU, where an imprint (Impressum) is legally required.Without the ability to add a custom footer, companies cannot: Meet EU legal requirements Align the News Center with their corporate standards Use the News Center confidently as a standalone communication channel Requested enhancementWe propose extending the News Center configuration to allow a custom, freely configurable footer, comparable to the footer settings available in the Help Center.The footer should support: Custom text Links (e.g. imprint, privacy policy) Basic formatting How this would support our workflowThis enhancement would enable us to: Operate the News Center as a compliant standalone page Use Proactive Support Plus for official customer communication in the EU Maintain consistency between Help Center and News Center Reduce legal and operational risks

8 months ago

Show more activity