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    3160 Ideas

    M
    Madeline G.New Participant

    Enable Voice Input for CSAT Surveys and IVR Menu OptionsSubmitted

    We would like to request an enhancement to the phone system that allows callers to use voice input (spoken numbers) instead of DTMF tones (dialpad input) when interacting with: CSAT Surveys: Currently, callers are prompted to rate the call 1–5 using their phone’s dialpad after the call ends. Request: Allow callers to say the number aloud (e.g., “five”) as an alternative input method. IVR Menus: During the initial call routing IVR, users must press a number to make a selection. Request: Allow users to say the option number aloud instead of pressing it. Why This Matters: Improves accessibility and usability for callers who may be driving, have mobility impairments, or are using devices where touch input is difficult. Creates a more natural, user-friendly experience. Reduces abandonment or misrouted calls due to failed DTMF input. Adding support for voice recognition of simple numeric responses (e.g., 1–5 or menu options) would significantly improve the caller experience.

    1
    Paul D
    Forum|Forum|10 months ago
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    Inna GrynovaNew Participant

    Allow splitting the conversation (in case of multiple questions)Submitted

    I can see that you’re already working on the merging conversation feature. Please add a related feature - to split tickets.Problem: A customer creates a chat with question A. We resolve it. Later customer reopens a chat with a question B, we resolve it. Later the same customer again reopens the chat with a question C. And so on. We have cases when the same customer keeps one chat for months and has there 10+ different conversations. That impacts negatively our team and individual statistic:agent gets 1 productivity instead of 10 the total resolution time is in months instead of minutes the reopening rate is 10+ instead of 0 for such chatsWe need to allow customers to reopen a chat in case our solution was not satisfying. But we can’t afford to keep all conversations with the same customer in one chat. Example on how this feature works in other tools:When a new message arrives that is not relevant to an existing conversation, an agent clicks on the details of this message and chooses “Split” or “Move” (depending on the tool, wording was different). Then in a pop-up window there’s an option to choose to which team a new chat should go to and to whom it should be assigned (optionally) + a question if an agent wants to keep this chat open or to close it. If an agents chooses to close it, there should be no CSat. If an agent chooses to keep it open, they can continue handling initial issue.As for that message that is chosen to be split/moved, it creates a new conversation in a relevant team. The conversation contains that message from a customer + a technical message in Intercom that it was split from another conversation (link to that conversation).The old conversation keeps the message that was “moved” but there’s a technical information that this message was moved to a new conversation by [agent name] + a link to that conversation.On the customer’s side, as soon as the split is performed, they see a message from Intercom in their old chat that their message was moved to a new conversation to be handled as a separate issue. When that customer opens a newly created conversation, they see “This conversation was automatically created to handle the issue you’ve raised in this message:” and later customer’s message is shown. A cherry on the top request: If I choose to split a conversation, allow me to move not one message, but a few. Many times, customers send each sentence as a new message instead of combining those in one paragraph. So it will be useful to move a group of messages to a new conversation.As for data and metrics:If a conversation was closed, then a customer reopened it, then an agent split the message and moved it to another conversation and chose to close this old conversation, then there should be no impact of number of chats re-opened, as well as the closure date should be initial. It’s due to the fact that in initial conversation no changes actually happened, it was just a wrong choice of a customer. 

    3
    Paul D
    Forum|Forum|10 months ago
    M
    Madeline G.New Participant

    Add “Split Conversation” Functionality for Multi-Issue Email ConversationsSubmitted

    We’d like to request a “Split Conversation” feature that allows agents to break an existing conversation into separate threads when multiple, unrelated issues are raised by the same client in a single interaction.Use Case:Clients often reach out with multiple requests that span different topics or departments—for example, one message might include a billing question, a maintenance request, and a technical issue. Currently, all of this lives in a single conversation, which makes it difficult to: Assign different parts of the request to the appropriate teams Track resolution times and ownership accurately Maintain clarity for both agents and clients within the thread Proposed Functionality: Allow agents to select a message (or series of messages) and create a new conversation from that point forward Include the ability to optionally leave a reference link between the original and the new conversation Preserve original timestamps and metadata for auditing purposes Why This Matters:A “Split Conversation” feature would improve workflow efficiency, enable more accurate reporting by topic/team, and enhance the customer experience by ensuring that separate issues are handled cleanly and by the right people.Thank you for considering this improvement to conversation management! Let us know if there are any current workarounds or plans for similar functionality.

    1
    Paul D
    Forum|Forum|10 months ago
    Pamela Van Gasse
    Pamela Van GasseActive User

    Allow teammates to split conversation/ticketsSubmitted

    Users/customers often send emails with different topics.Teammates need to be able to split a conversation into multiple conversations so that each topic can be handled with the risk of topics/information getting lost.

    2
    Paul D
    Forum|Forum|10 months ago
    A
    Alex D.New Participant

    Ability to split conversationsSubmitted

    I’d love the ability to manually split conversations.  Users often switch topics mid conversation, especially when using messenger. It would be really helpful to have the ability to split these into different conversations. This would be helpful for:Better keeping track of conversations and assigning them to relevant team members More accurate reporting in terms of time to close conversations More accurate reporting and easier data searching in terms of tagging conversations

    1
    Paul D
    Forum|Forum|10 months ago
    I
    InbarherNew Participant

    Export Help Center collection to PDFSubmitted

    Please develop a feature that enables the admin to allow visitors to export a collection or an article as a PDF.

    1
    Paul D
    Forum|Forum|10 months ago
    Sierra Burton
    Sierra BurtonNew Participant

    Flexibility with Company and User Profile NotesSubmitted

    We should be able to edit and delete notes on a user or company profile. Sometimes a notes is 4-5 years old and no longer applies. Our team uses HS for any notes that need to be permanent. IC notes on the user or company profile are for quick context for our agents in chats.

    1
    Paul D
    Forum|Forum|10 months ago
    S
    Steve MurrayNew Participant

    Ability to Remove User Notes When DoneSubmitted

    User Notes can be created in Conversations sidebar but cannot removed.It’s a small thing, but it would be nice to be able to delete individual notes to keep User Notes tidy.

    4
    Paul D
    Forum|Forum|10 months ago
    C
    ChantelleNew Participant

    Team based reportsSubmitted

    Proposed Team-Level Report Features: Team Overview: Shows overall performance of the team. Does not display individual performance within the group. Goal Achievement: Highlights whether the team has met its targets. Provides a clear picture of collective results. Performance Metrics (Example): Average number of closed tickets, based on selected team members. Other aggregate metrics can be included depending on the team’s focus. Benefit: Allows managers to track team performance while maintaining individual privacy. Provides actionable insights at a group level.

    0
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    Forum|Forum|10 months ago
    K
    Kelly KresgeNew Participant

    Set code blocks inside help center articles to wrap instead of overflowSubmitted

    Feature request: Text formatted as “code block” inside help center articles should wrap instead of overflow.When viewing the article from the Intercom’s help center editor, code block text wraps. However, when viewing the article from the published help center, code block text overflows.The overflow behavior is undesirable because:It forces users to scroll horizontally. The appearance of an article inside Intercom’s help center portal should not differ from the appearance of the same article inside the published help center.

    0
    K
    Forum|Forum|10 months ago
    Trevor
    Innovator ✨
    TrevorInnovator ✨

    End-User Filter Intercom Newsfeed by LabelSubmitted

    Would love to have the option for an end user to filter our news feed by label, to only see news items with that particular label. We would, in theory, use the Newsfeed to announce product updates, Release Notes, Event updates, and more. And with the amount of things we have going on, it would just get so messy to jumble through. Having filter options at the top to filter by label would be so helpful for our end users! And only showing labels in the filter that have been used in a published newsfeed that user has access to. 

    0
    Trevor
    Innovator ✨
    Forum|Forum|10 months ago
    J
    Jason FoxNew Participant

    IP address type under User DataSubmitted

    Please consider adding an “IP Type” feature under User Data that would display whether the IP is residential, hosting, commercial, etc. This will help us identify potential account intrusion and/or users using a VPN. Thank you.

    0
    J
    Forum|Forum|10 months ago
    S
    Sarah25New Participant

    Fin closing tickets that have been routed to teamSubmitted

    I noticed a bit of a peculiar behaviour in Fin. We have several guidances set up in regards to routing chats to team members. Fin generally applies them when appropriate and this is working well. However, sometimes users are extremely polite and they thank Fin for routing their request. This is immediately interpreted as a positive response to the request with Fin assuming the query is solved and closing the chat. I’ve tried formulating a different guidance to prevent Fin from closing these chats but it does not work. We do not want to disabled the auto-close feature entirely but it’s also not ideal to have Fin close chats where the expectation is very much a human response.  I believe there should be a mechanism to prevent Fin from ever closing any chats that have been routed to the team. 

    0
    S
    Forum|Forum|10 months ago
    H
    Horácio PontuaNew Participant

    SET FIN AI RESPONSE TIMESubmitted

    You can set a response time (in seconds) for FIN AI.It responds very quickly; in our culture, customers don't send a single question. Therefore, FIN responds immediately to a sentence, leaving the FIN's response incomplete or inconsistent.

    0
    H
    Forum|Forum|10 months ago
    W
    Williams SantanaNew Participant

    Intercom Fin Digital Agent Yes or No Buttons to clickSubmitted

    Instead of having the 'was that helpful?' auto-question, create yes or no buttons to click. It might be easier for customers to provide feedback.In general, end-users need to type "Yes," which can take more time during the typing process. Intercom Find Digital Agent Typing process 

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    Forum|Forum|10 months ago
    M
    Mattie JonesNew Participant

    Customizable notificationsSubmitted

    It would be great to have more granular notification settings — for example, the option to mute alerts when someone else snoozes or closes a conversation. Those updates aren’t actionable for me, but I still want to be notified about replies or mentions.

    0
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    Forum|Forum|10 months ago
    Aiden Taylor
    Aiden TaylorNew Participant

    Remove conversation tag with macroSubmitted

    It would be useful to allow a macro to remove a tag from a conversation. Example: customer calls and is sent to voicemail, which adds the tag “Voicemail”. However, the customer hangs up before the voicemail greeting is finished. That conversation comes in as “Abandoned in Voicemail,” and the “Voicemail” tag is applied. We then apply a macro to close the conversation, but it cannot remove the “Voicemail” tag, so we end up with skewed data. 

    0
    Aiden Taylor
    Forum|Forum|10 months ago
    C
    CarlsabomNew Participant

    Ability to Customize Reply Email Address by AudienceSubmitted

    We have multiple audiences in Intercom, and it would be very helpful to have a setting that allows us to select the “from” email address for each audience. Right now, Fin always replies from the same email, which isn’t ideal when managing several brands or websites.

    1
    A
    Forum|Forum|10 months ago
    Pamela Van Gasse
    Pamela Van GasseActive User

    Phone settings should be brand specificSubmitted

    At this time multi-brands can only be connected with emails, Messenger and Help Center. Currently, it does not have the capability with phone.This should be possible though. When a customer calls, a conversation is created. When a teammate needs to further communicate with the customer, they need to manually set the brand in order for the brand settings (signature) to be correct.

    0
    Pamela Van Gasse
    Forum|Forum|10 months ago
    J
    Jihan JavierNew Participant

    Shareable link to live chatSubmitted

    Currently, live chat is only available if you visit the websit or if you are a user. It would be great if there was a link that we can include in confirmation emails that would direct “guests” to the live chat if they need support. 

    3
    W
    Forum|Forum|10 months ago
    aestandante
    aestandanteNew Participant

    Internal Document in Fin AI AgentSubmitted

    Hi Team, Is it possible that tables can also be integrated or capture when uploading documents? Thank you!

    0
    aestandante
    Forum|Forum|10 months ago
    M
    Marco BernardNew Participant

    Direct Export of Help Center Knowledge Base Articles without APISubmitted

    I read already that through the Articles API you can export the complete Help Center Knowledge Base, but before someone suggests that, my request is for Intercom to make a button available to just plainly export the complete knowledge base, because we want to back it up in case something happens to Intercoms Up-time etc. (hopefully not at all :D). Currently our manual process is to copy paste the articles into Notion, but that process is so outdated and we want to something simpler. 

    1
    Sherice
    Forum|Forum|10 months ago
    A
    Austin AlexanderNew Participant

    Allow Fin to analyze documents uploaded as filesSubmitted

    Right now, Fin can analyze and understand images uploaded through the chat and provide answers through there. That should be expanded to where if a user uploads a file such as a PDF, DOC, CSV, XSLX, etc then Fin can analyze the content of that doc and compare it to the knowledge it’s been given to provide an answer to the users question Example:A user uploads a CSV file asking why the file failed to upload to our system. Fin analyze the content of that CSV file and sees that the headers do not match up with the formatting of the headers we’ve given it. Fin can provide an answer stating that the file failed to upload due to a header formatting and give an appropriate solution based on internal documentation

    1
    Sherice
    Forum|Forum|10 months ago
    Aiden Taylor
    Aiden TaylorNew Participant

    Teammate Activity by ChannelSubmitted

    It would be helpful to create a report that shows which channel and for how long the teammate was active. Example:Date/Range Teammate Channel Time Active Sept. 1 - 7 Agent A Conversations 29 hrs 5 mins 9/1/2025 Agent B Phone 5 hrs 48 mins  

    0
    Aiden Taylor
    Forum|Forum|10 months ago
    M
    MerryNew Participant

    Filter Timespent report via Actual timespent dateSubmitted

    When generating a report on time spent in the "In Progress" state, Intercom does not filter for the actual time spent on a specific date. Instead, it aggregates the total "In Progress" time and attributes it to either the ticket's creation date or the first reply date. Because Intercom lacks native time-tracking, we rely on this state reporting to measure how much time teammates spend working on tickets. The current reporting limitation prevents us from accurately tracking daily/weekly team effort, creating a major roadblock in effective team management and capacity planning.

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    M
    Forum|Forum|10 months ago

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