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    Peter SchöllNew Participant

    Domain-based audience targeting for News (Proactive Support Plus)Submitted

    Feature request: Domain-based audience targeting for News (Proactive Support Plus)The Proactive Support Plus add-on allows us to send News messages to customers and visitors, which is extremely valuable for sharing release notes, product updates, and important announcements.In our setup, we manage multiple brands within a single Intercom workspace, with the Messenger installed on different domains per brand.Example use case Brand A: help.brand-a.example Brand B: help.brand-b.example When publishing News (e.g. release notes or service notifications), it is essential to ensure that each message is only shown to the relevant brand audience, based on the domain where the Messenger is loaded.A practical audience rule would be: Page URL contains help.brand-a.example Current limitationAt the moment, News Audience Rules do not support filtering by page URL or domain.This makes it difficult to reliably scope News messages to a specific brand and increases the risk of showing irrelevant or incorrect information to customers.Requested enhancementWe propose extending News Audience Rules with a condition that allows filtering by: Page URL or Messenger domain How this would support our workflowThis enhancement would enable us to: Send brand-specific News messages (release notes, announcements, service updates) Avoid customer confusion in multi-brand environments Use one Intercom workspace efficiently without manual workarounds Scale proactive customer communication in a clean and structured way

    0
    8 months ago
    Annie CoxNew Participant

    Feature request - Prevent users from starting a new conversation outside of business hoursSubmitted

    Hello! Right now, users only see the “the team will be back in (X amount of time)” message once they already chat in. I think it would be really helpful if they could see this before and aren’t allowed to chat in during off hours at all. It can be overwhelming after the weekend or a holiday to come back to a lot of open chats. I think this helps to set clearer boundaries and expectations, while maintaining clear communication. Thanks! 

    0
    8 months ago
    hcropper1New Participant

    Person Attribute DisplaysSubmitted

    Our users fill out Person Attributes during a conversation with a teammate but the information they manually enter gets lost in “Conversation Events”. Is there a way to bold or highlight the information they input to make it stand out? I tried emojis but only alphanumeric/hyphens/symbols are allowed which won’t make the information pop like we need it to.

    0
    9 months ago
    Cameron DiiorioNew Participant

    Customize native "help center" fields in the Intercom interfaceSubmitted

    Hi! My team recently switched over to Intercom from hosting our knowledge base on wordpress.We document for 30+ products, and throughout our documentation both internally and externally, we refer to our documentation hub as our “knowledge base”.For the most part, this is fine now that we’ve switched over to Intercom. However, there are a couple of places where “Help Center” is hard-coded into the interface. Having to change all of our references from Knowledge Base → Help Center would take a lot of time away from the documentation team and the software developers who have to change how the knowledge base is referred to directly within our products.This is a feature request to include the ability to customize our Intercom help center so we can customize how it’s referred to throughout the customer-facing UI, including in the AI agent.   

    0
    9 months ago
    Daniel IsleyNew Participant

    Knowledge Base - Automatically apply Audience based on SourceSubmitted

    In knowledge base, we have used our various educational resource sub-sites as sources for our array of product offerings. This works great! However, when a new article is added to our sub-sites and they flow into the Knowledge base, we have to manually apply an Audience in Intercom. This has led to some customers getting served information by Fin AI that doesn’t apply to them if we don’t catch it in time. It would be great if we could pre-set an Audience for the “Source” bucket and have that applied to every new article that populates automatically!

    4
    9 months ago
    Stephen OakesNew Participant

    Allow for Intercom/Slack Integration to work with Enterprise Grid accountsSubmitted

    Working with Fin today, and it told me the Slack/Intercom Integration cannot work with the primary workspace of an Enterprise Grid Slack account. We are getting ready to move over to the Enterprise Grid and need the integration to work with it. Here is what Fin said: “The Intercom Slack app cannot be installed in the primary workspace of a Slack Enterprise Grid account - it must be installed in secondary workspaces instead. This might require reconnecting if your setup changes.”

    0
    9 months ago
    Thomas Hils
    Thomas HilsNew Participant

    Include Conversation URL or Conversation ID in Fin TasksSubmitted

    I am using Fin Tasks to automatically generate Linear issues for certain types of customer issues. Independent of this, we use the Linear/Intercom integration, When an Intercom URL is linked to a Linear issue updates from Linear to be reflected back to the conversation in Intercom. This would ensure when this automated Linear issue is resolved that a note is created on the ticket for the team to review and act on. To do this, Linear needs the Intercom URL as a “links” parameter or through an attachment API call. I can create a data connector that does this, but Fin Tasks doesn’t have the conversation ID or full URL as an attribute I can reference -- which seems like an easy addition and could be useful for others. Even the ID would allow me to construct the URL manually.

    0
    Thomas Hils
    9 months ago
    Alexandra DannaNew Participant

    Track customers that didn't respond to workflowsSubmitted

    Our marketing team sends customers emails containing links that take them to a specific page that triggers an Intercom workflow. We’d love to be able to track users that have clicked the link and seen the workflow surface but did not respond to the workflow in the Messenger. In an ideal world, we’d love to the workflow to have the same type of functionality as Series so that we could map branch logic for customers that didn’t respond. This would allow us to insert webhooks or data connectors to take further action.

    0
    9 months ago
    JoostONNew Participant

    Data hosting region migrationSubmitted

    Currently, changing the data hosting region requires manually migrating some data and manually recreating many parts of the workspace. I would like to suggest a form of changing the data hosting region *including* all existing data. We have too many complicated setups in our workspace (like Series, Tours, and lots of data) to be able to recreate it manually. However, our customers are increasingly concerned about US data storage. Offering easier migration would be very helpful for dealing with this.

    1
    9 months ago
    Vodka Support #11New Participant

    SearchSubmitted

    Hello! I understand your website has been updated slightly. The new update has made the chat search inconvenient. Previously, when clicking the "Search" button, the search field would empty and the filters would reset. Also, after searching, when switching to other sections of the site, the filters and search itself would reset when returning to the "Search" section. It would be nice if you kept this functionality. It's inconvenient to click the "Clear" button every time. Thank you.

    0
    9 months ago
    MaltheNew Participant

    Configurable reply mode for multi-recipient emailsSubmitted

    Currently, Intercom automatically applies “Reply All” when replying to inbound emails that include multiple recipients (To/CC). This behavior is enforced by default and cannot be changed by the agent.In many cases, this is not the desired or safest behavior. The most appropriate solution would be to allow teams to configure the default reply behavior, so replies can default to “Reply to sender” instead of “Reply All”.A common example is when an individual sends an email to multiple companies simultaneously. When replying in Intercom, agents must manually remove all other recipient email addresses to avoid responding to unintended parties. This introduces unnecessary friction and increases the risk of human error.Allowing a configurable default (e.g. “Reply to sender” as default) would reduce operational risk, improve agent efficiency, and prevent accidental disclosure of information to unintended recipients.

    0
    9 months ago
    Pamela Van Gasse
    Pamela Van GasseActive User

    Scheduled reports as PDFSubmitted

    At this time there is a Beta version to schedule reports to be sent to one or more recipients.Very nice feature and definitely used in our environment.But, the report is a link, one that is only valid for 30 days.It would be better to have the report exported to PDF. Much better for archiving purposes.

    0
    Pamela Van Gasse
    9 months ago
    Igor GavianoNew Participant

    Allow auto-away settings to be changed at a teammate levelSubmitted

    Some teammates are ok with having their status set to away after a certain time period, others prefer to manually control their status at any time. Currently, we can only change this in a global manner, whereas it would be valuable to change this option at a teammate level.

    1
    9 months ago
    YoeriNew Participant

    Clickable Ticket Number Links in Notes/CommentsSubmitted

    Intercom currently lacks the ability to automatically convert typed ticket numbers within notes or comments into clickable links that direct to the referenced ticket. Similar to how platforms like Zendesk utilize a #ticketnumber syntax (e.g., #12345), agents should be able to type a ticket number, and have it automatically become a hyperlinked reference to that specific ticket.While it's possible to link tickets programmatically via the API's linked_objects functionality or to manually type "see ticket 12345", these methods do not provide the seamless, in-context navigation that a clickable link offers. Agents currently have to manually search for a ticket number if they want to access a related ticket mentioned in a note. Why this would be a useful feature:1. Enhanced Internal Collaboration: Agents often need to reference other (duplicated or) related conversations or issues. Clickable links would significantly streamline this process, allowing team members to quickly jump between interconnected tickets, understand the full context of an issue, and collaborate more efficiently.2. Improved Agent Efficiency: Eliminating the need to copy-paste ticket URL’s or use the search function to find a referenced ticket saves valuable time for agents, allowing them to focus more on resolving customer issues.3. Better Context and Handoffs: When handing off a conversation or escalating an issue, having instant access to related tickets via embedded links ensures that the next agent has all the necessary background information at their fingertips without extra effort.4. Streamlined Workflow: It integrates seamlessly into an agent's natural workflow when documenting conversations or providing internal updates, making cross-referencing a natural and intuitive part of their daily tasks.5. Other than existing options: While there are some options for linking tickets to another ticket. The described function above is different to a tracker ticket, a back office ticket or a side conversation.

    0
    9 months ago
    Lex MeadowsNew Participant

    Allow h3-h6 Headings in Help Center ArticlesSubmitted

    Currently, the Intercom help center only supports H1 and H2 headings, and any attempt to use H3-H6 headings results in them being automatically converted to H2. This limitation poses a challenge for creating accessible content, as screen readers heavily rely on a comprehensive and hierarchical structure of headings to facilitate easy navigation for users with disabilities.I request that Intercom extends the support to include H3-H6 headings in the help center articles. This shouldn’t be a heavy lift, as heading level support has been an integral part of the internet for a long time. Allowing a broader range of headings will provide a more granular and structured content hierarchy, which is a best practice for accessibility. This enhancement will benefit users who depend on screen readers by improving their ability to navigate articles efficiently and effectively.

    1
    9 months ago
    Trevor
    Innovator ✨
    TrevorInnovator ✨

    Reactions to Notes in Intercom MessengerSubmitted

    My team and I would love the ability to react to an internal note. Even if it’s in the context of tickets only, but could be useful on all conversations. Teammate Benefit: Teammates can react and interact more in Intercom, without sending more notes and clogging up conversations with full note entries. It’d encourage more camaraderie as a team.Leader/Manager Benefit: When tagging entire teams or teammates on notes, (that doesn’t necessarily need a response) I’d ask them to give the note a thumbs up once they saw it, so I know when my whole team has seen an important communication on a tracker ticket, or conversation. 

    6
    9 months ago
    ssyam011New Participant

    File Upload in Canvas KitArchived

    We’ve created a canvas kit using which Salesforce Case can be created from Intercom Inbox. We need to upload files as well from the same screen, is there any option in Canvas Kit so that we can add files as well, which will be passed in the outgoing request?

    4
    9 months ago
    Victor AndréeConnector

    Readonly customer visible fields on ticketsSubmitted

    If you allow customers to submit tickets using the built-in “Ticket links” app, users can always set the value of any ticket attribute marked as “visible to customer”. It would be useful to make such attributes visible to customers, without allowing them to set the value — so they can see the value when viewing the ticket in the messenger or ticket portal.For our specific use case, we have an external ticketing system that allows us to log actions taken on a ticket. I’d like to be able to share these actions with customers. The current workaround would be to serialize the action log to the “Description” field. But, I’d like to instead write this to a separate field, if possible, without showing that field when users submit a ticket. 

    0
    9 months ago
    belsageNew Participant

    Glossary changes to be included in activity logsSubmitted

    The Activity logs does not include changes to the Glossary. This should be included or there should be an API/webhook to enable admins to keep track of changes happening there

    0
    9 months ago
    Daniel Rönnberg
    Daniel RönnbergActive User

    Show escalation guidance applied in conversation eventsSubmitted

    We’re really happy with the new escalation guidance functionality and have started using it to control which users can escalate to human support in chat. Current setup Paying users can always escalate to human support via chat Non-paying users are limited to AI support in chat and are guided to email if they need human support We’ve achieved this by creating a separate audience for non-paying users and configuring escalation guidance that encourages them to continue chatting with Fin or reach out via email when they ask to speak to a human This works very well functionally 👍 Feature requestWhat would be extremely helpful is the ability to see when escalation guidance has been applied directly in the conversation events, similar to how other guidance or automation events are shown today.For example: “Escalation guidance applied: Non-paying users – AI only” Timestamped and visible in the conversation timeline  Why this matters It would help us verify that escalation logic is working as intended Makes troubleshooting and QA much easier Improves internal visibility and confidence when reviewing conversations Especially useful when multiple escalation rules and audiences are in use Right now, there’s no clear way to confirm from the conversation view that the correct escalation guidance was triggered, which makes it harder to monitor and validate the setup over time.Thanks for building a great feature already — this would be a small addition with a big impact on usability and trust. 

    1
    Luka Dujmovic
    9 months ago
    tomasbialoNew Participant

    Banners should be able to open surveys through buttonSubmitted

    Right now you a banner can open a new url, launch a product tour and even ask for reactions. But its missing launching surveys? An example of this“Do you have 2 minutes to answer a quick survey?” CTA: Answer*Opens the long survey*

    0
    9 months ago
    Nicky BlackwoodNew Participant

    Option to send an email instead of chat after a phone callSubmitted

    Our team members are trained to always send a follow up email after their phone calls. We prefer that these are sent in the same conversation as the phone call, so that the our conversation statistics aren’t doubled for every phone call.Currently, Intercom only allows an in-app message to be sent after a phone call, with no option to send an email instead. While this will still send an email to the customer if they don’t see it in-app within 3 minutes, this creates three major issues for us:Even though we set a ‘Subject’ on the conversation, the email just has “Re: “ due to Intercom’s behaviour of never using the Subject for conversation notifications and instead using the user’s first line of text (which is its own whole thing, really). This looks incredibly sloppy, and means users can’t tell our follow-up emails apart in their inbox.  Often the customer is in-app immediately following a call with us, so there’s a strong chance of them seeing and dismissing the notification by accident. This is usually important information that we would prefer they have in their inbox for future reference.  The formatting of the “email” presents as a chat message rather than an email, which doesn’t look as polished.

    0
    9 months ago
    Matthias ManzoneNew Participant

    Allow agents to provide feedback on copilot suggestionsSubmitted

    hi all, when copilot suggests answers, there is currently no mechanism for the agent to provide feedback (good or bad) about the suggestion itself. The only options are either to provide feedback on the source, or tag the conversation/ticket for review (through tag or back office ticket0.Ideally, Copilot would have a 👍/👎 option that would flag the specific answer that needs reviewing, rather than the whole conversation.Thanks

    0
    9 months ago
    lifanActive User

    Does intercom provide API for typing indicator?Submitted

    We are building AI similar to Finn that can answer user’s queries. We are wondering if Intercom provide such API that can indicate a typing activity so user can know we are responding.

    1
    Paul D
    9 months ago
    Ana BahrConnector

    Allow hidden text in help center articlesSubmitted

    In our help center articles, we like to embed hidden text containing change log information, Jira ticket numbers related to the changes, details about why a change was made, Salesforce case numbers, customer names, and other relevant information. While we can use tags for some of these items, being able to use hidden text that would display in the editor but not in the published version of an article would be very helpful. 

    1
    9 months ago
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