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    Bailey SchrammNew Participant

    Content Suggestions identify broken linksSubmitted

    Managing a wide library of content to support users/Fin can get tedious, especially as the product changes and docs need to be frequently updated/sunsetted/etc.As part of the Suggestions feature, I would love if Intercom would highlight articles that have broken internal links where past help docs have been unpublished/deleted. 

    3
    9 months ago
    Corey BNew Participant

    Object and/or content reuseSubmitted

    The opportunity to store commonly used elements for reuse would save time when creating articles by eliminating the need to create elements from scratch each time they’re used. For example, when using different callout boxes for different situations (let’s say a warning as opposed to an example) I have to create them from scratch each time. Stored elements would eliminate this monotony.  

    4
    9 months ago
    Rebecca SmithNew Participant

    Move convesation events back to the right hand sideSubmitted

    A recent UI update has moved the conversation events from the right hand side to the left hand side of the screen.It doesn't make sense to have these events showing on the left where the customer responses are.When you're looking at the information, you're looking on the right hand side where our responses are and where our events should be. It doesn’t create a single, consistent vertical timeline –it makes it more time consuming to find the event and it doesn't flow. Having it on the customers side of the conversation interrupts the flow of the conversation and it’s just not an intuitive place for it to be. 

    0
    9 months ago
    FrancoisMConnector

    Allow users to close conversationsSubmitted

    Create a button within messenger conversations for the user to close completely the conversation. This would end the chat with workflows or AI agent but can also close the conversation if it was transferred to a teammate managed inbox. This would allow to reduce the number of conversations where the agent replies and the user simply says they found the solution themselves or the problem is not there anymore. This would allow users to manage their conversations better and may prevent multiple conversations as well. 

    0
    9 months ago
    FrancoisMConnector

    Allow users to type in closed conversation to reopen them.Submitted

    The “close” action in workflows disable the typing field for the users. This is an inconsistency and feels not intended. Indeed, there is an action “disable customer reply” that can be added after a “close” action (or other actions). AND there is a setting in Settings>Channels>Messenger>General to prevent users/visitors to reopen a conversation when replying. This setting is almost useless as users can indeed reply to a closed conversation but ONLY by email. So I propose to have the “close” action not disable customer reply automatically as we have the option to add an additional “disable reply” (or also create an action called “close and disable reply”). This would also allow the setting to prevent to reopen closed conversation after a certain time to work correctly and allow user to indeed reply to reopen. 

    0
    9 months ago
    Tim BrandtNew Participant

    Botón de búsqueda en historial de conversaciones del MessengerSubmitted

    Agregar funcionalidad de búsqueda dentro del historial de conversaciones del Messenger para que los usuarios puedan buscar mensajes anteriores y verificar si ya hicieron una pregunta específica o enviaron comentarios/solicitudes de funciones previas. Esto evitaría preguntas duplicadas y mejoraría la experiencia del usuario

    0
    9 months ago
    roman_roman_unoNew Participant

    Parent-Child relationship for CompaniesSubmitted

    We would love to select Intercom as our provider. But currently a very important for us functionality is not available:(Evaluating between HubSpot and Intercom and it comes down to one tiny thing, Parent-Child relationships for companies.  I think majority of tools provide this OOB, I really hope Intercom makes it available! Thankfully we transitioning December 2025 and maybe by then the feature will at least be on the roadmap. 

    2
    9 months ago
    Clare DalyNew Participant

    Use customer’s first message as the subject line for Fin chat simple deploy conversation email notificationsSubmitted

    Proposed feature changeAllow the subject line of the conversation email notification for Fin Chat Simple Deploy conversations to reflect the topic of the conversation, ideally based on the first message the customer sends.ProblemWhen Fin is enabled using Chat Simple Deploy, and a welcome message is set e.g. “Hi! I’m Fin”, the first line of the conversation email is always Fin’s welcome message.As a result, the subject line of the conversation email notification is always Fin’s welcome message, rather than the customer’s question. This causes all conversation email notifications to have the same subject line, making it difficult for customers to quickly scan their inbox and identify the correct support conversation.ScopeThis change is only applicable for user initiated conversations when Fin is enabled using Chat Simple Deploy.

    0
    9 months ago
    LeinadNew Participant

    SNOOZE OPTIONSubmitted

    Can we have a permanent snooze option? We usually send messages to our partners on Telegram using interchat. We have 1200+ Telegram chats and we always snooze tickets knowing they will be reopened some day, depending on the duration. It would be great if there is a snooze permanently option so we don’t have to snooze these tickets again when they are reopened.

    0
    9 months ago
    Nick G.
    Nick G.New Participant

    Display Conversation ID in the Preview PanelSubmitted

    It would be useful to surface the Conversation ID directly in the preview panel when viewing a conversation in Fin.At the moment, if I need the Conversation ID, I have to navigate away from Content and open Conversations → Analyse to find it. This adds unnecessary friction, especially when debugging, sharing references with colleagues, or cross-checking data.Having the Conversation ID visible in the preview panel would:Save time and reduce context switchingMake troubleshooting and internal referencing easier Thanks for considering.

    0
    Nick G.
    9 months ago
    MirjamNew Participant

    Subject line in macrosSubmitted

    For easier use in outbound mails, a subject line would be highly appreciated.

    1
    9 months ago
    Sam Brewerton
    Sam BrewertonNew Participant

    Pre-bookmark Attributes to appearSubmitted

    In Settings 👉 Data 👉 People 👉 Attributes, you can organise the Attributes which appear on the right hand side panel of the chat. Every company has their own preference for what Attributes show, and in what order.Whenever we create a new profile, they have to organise their right hand side panel in the way our company organises it - takes approx 30 mins.It would be great if you could pre-set these bookmarks, so that every user has the same bookmarked attributes already set up by the company.

    0
    Sam Brewerton
    9 months ago
    Nicola ReddyNew Participant

    Automatically remove email participants from an email thread when non-Intercom users update the email recipient listSubmitted

    Currently in Intercom, when an external customer/email recipient removes an email recipient from an email thread, Intercom automatically adds them back on to the thread. This means that it is very easy to press “reply” and send your email to recipients who should not have received that email. This poses a serious data protection risk. It places extra work on the Intercom user to double check again the email recipient list every time before sending a reply, which results in extra work and undue delay in replying to customer emails. This behavior creates a real risk that confidential information or data may accidentally be sent to the wrong recipient.It would be very useful if Intercom either (a) only allowed replies to the email recipients who were on the immediately previous email - even if that is from an external user or (b) clearly alerted the Intercom user that an email recipient has been automatically re-added back into the conversation by Intercom, to reduce the risk of my team replying and sending information to a recipient who should not have received it.This would then match how other inboxes operate e.g. gmail, hotmail when using a “reply all” function. Currently the Intercom “reply” default position is different to what the user expects and so increases the risk of the user getting it wrong.Expected benefits: Prevent accidental sharing of confidential information/data with unintended email recipients; Increase GDPR and data security; Reduces work for Intercom users and increases customer response time as no extra checks needed before pressing “reply”; Avoids the need to alert staff and train them to a different unexpected feature that does not match industry norm when replying to emails with multiple recipients.

    0
    9 months ago
    Andrii MNew Participant

    Add whitelist for api keysSubmitted

    For security reasons api keys should not be that open.Whitelist is a must feature for space security, if people get fired we are supposed to rotate all keys from all apps which is totally inconvenient and it is easier just to remove VPN access from the person.

    0
    9 months ago
    Ash EdwardsNew Participant

    Company Parent-Child RelationshipsSubmitted

    Hi Team,Zendesk supports parent-child relationships primarily for Organizations (Companies), allowing you to group subsidiaries or branches under a main headquarters for better tracking.When will Intercom have this feature?

    0
    9 months ago
    Eric HandlerNew Participant

    Allow Command-K to pop the shortcuts quick selector even if focus is in the composerSubmitted

    This seemed to be the default behavior until recently but now it’s changed. As a power-user who relies heavily on keyboard shortcuts to move quickly through my queue of tickets, having to move the focus out of the composer slows me down.

    0
    9 months ago
    ac_alohaNew Participant

    SLA timer should show date & time of when it expiresSubmitted

    Would like to have the SLA show exactly when the SLA expires. Right now, it’s only showing in days or hours -- it would be helpful if a hover over or something showed you exactly when the conversation was “due by”. This would be more clear instead of seeing the timer and then it starting to countdown when it’s already too close to expiring.

    2
    Sonal Raval
    9 months ago
    Amber SavjaNew Participant

    Create a tag for customers who are using the app version of our productSubmitted

    I would like to create an attribute in Intercom that I can use to identify customers who are messaging us via the app version of our SaaS product and not our web portal so that I can tailor the Fin AI agent’s instructions to their device type.

    0
    9 months ago
    Samuel BoylstonNew Participant

    em dash correction for AI ComposeSubmitted

    Hello Team,I submitted this as a question. Didn’t get any confirmation. So I’ll attempt to submit as a Idea.When using AI compose we are seeing em dashes inserted in the text responses generated as shown below. Example:"Thank you so much for sharing those examples—they're incredibly helpful!" Here’s another example “Absolutely! Could you please share the Fax example details with me? I can then open a new ticket for you. Alternatively, if you prefer, we can continue working within this current ticket—whichever works best for you.”Is it possible to remove these em dashes and replace them with periods? This would create a more natural tone. Em dashes are a dead giveaway that someone is using AI-generated responses. I think AI Compose is a wonderful feature, and with this quick fix, we can take the AI Intercom experience to the next level. Thank you for your consideration. 

    0
    9 months ago
    Matthew NeeleyNew Participant

    Workflow that can update customer tickets when linked tracker tickets are updated.Submitted

    It would be massively beneficial to enable the ability to create a workflow that can update a customer ticket when a linked tracker ticket is updated. I spoke to Karsten about this in chat and was informed he would submit a feature request for this. 

    1
    9 months ago
    Andrii MNew Participant

    Make a possiblity to dublicate a data connectorSubmitted

    When integrate something Intercom does not have we use many data connectors (especialy telegram integration with octopods api).Creating data connector from empty template takes too long.

    0
    9 months ago
    Samuel BoylstonNew Participant

    Correct em dash usage in AI Compose generated responsesSubmitted

    Spoke with Fin. Got pointed me here.I wanted to submit a request to have em dash usage removed. For example in "Thank you so much for sharing those examples—they're incredibly helpful!" These response generated currently by AI Compose make it very obvious they have been generated by AI. I believe ChatGpt was able to update this recently. Which gave me the thought of seeing if we could get it corrected. I love AI Compose it’s a wonderful tool! Let’s take it to the next level.  Here’s some info I dug up. Learned something new.That dash is called an em dash.More specifically, in your sentence:“Thank you so much for sharing those examples—they’re incredibly helpful!”you’re using an em dash for a parenthetical break.Proper name Em dash (—) What it’s doing hereIt’s functioning like: a stronger comma, or a more conversational alternative to parentheses You could rewrite it as: With commas:“…those examples, they’re incredibly helpful.” (weaker) With parentheses:“…those examples (they’re incredibly helpful).” (more formal) The em dash adds emphasis and a natural spoken rhythm. How to remove it (practically)1. Replace em dashes with periodsThis is the fastest and cleanest fix.Before (AI-ish):Thank you so much for sharing those examples—they’re incredibly helpful!After (neutral):Thank you for sharing those examples. They are very helpful.This removes: Performative rhythm Spoken cadence Emphasis inflation

    0
    9 months ago
    JHarlowe
    JHarloweConnector

    Brand-Level Configuration for Conversation Reopen time frameSubmitted

     Problem StatementCurrently, when a customer replies to a closed conversation after seven days, the platform automatically creates a new conversation. While this is configurable to change from 7 days to another time frame. It is global and not configurable per brand. Our Services Team (Brand) conversations frequently resume weeks or even months later. A common example is a student following up to reschedule training or re-engage on a previously planned service. In these scenarios, the automatic creation of a new conversation fragments context, increases handling time, and requires agents to manually search historical threads to regain continuity. For other Brands other than the primary, there may be teams like Services or Training where maintaining a single, long-lived conversation thread materially improves clarity, efficiency, and customer experience. Current LimitationThe conversation reopen window is controlled by a global workspace setting. This creates a structural constraint where behavior optimized for one Brand cannot be differentiated from another Brand or other long-cycle engagement models. Proposed EnhancementIntroduce brand-level configurability for the closed-conversation reply window.Specifically: Allow the reopen window to be configured per brand, rather than globally Enable extension of the window beyond seven days, for example 90 days or longer Optionally allow the window to be disabled entirely so late replies continue in the original conversation  Business ImpactThis enhancement would: Preserve conversational context for long-running engagements Reduce agent effort and cognitive load caused by fragmented threads Improve internal efficiency and training delivery workflows Allow organizations to align Intercom behavior with multiple Brand engagement models within the same workspace  Strategic ValueAs customers increasingly use Intercom across Support, Services, Training, and Customer Success, brand-level configurability enables Intercom to better support differentiated operational models without compromise. This change would unlock greater platform flexibility while maintaining sensible defaults for Support-centric teams

    0
    JHarlowe
    9 months ago
    Isaac Williams-MatiasNew Participant

    Enable Seat Type provisioning within SCIMSubmitted

    IdP SSO + SCIM should enable agents to be hands off with the onboarding/offboarding access management process. This one small feature prevents this being a hands off solution and retains the problems of manual access management - e.g. human error, false access and unnecessary tech debt that these integrations aim to solve. 

    0
    9 months ago
    Megan WilliamsNew Participant

    Feature Request: Automation Trigger for Customer ResponsesSubmitted

    For tracking, reporting, and operational visibility, it would be extremely helpful to have an automation trigger specifically for when a customer responds to an existing conversation.Ideally, this trigger would support actions such as: Automatically applying tags when a customer replies Routing the conversation to a specific team or teammate Updating conversation attributes or statuses based on the response This would be especially valuable for teams managing shared inboxes or layered workflows, where customer replies often signal a need for re-engagement, escalation, or ownership changes. A dedicated “customer response” trigger would help ensure conversations don’t stall, improve accountability, and provide more accurate insight into response behavior and workload distribution.

    0
    9 months ago
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