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🎅 How to prepare your Fin AI Agent for Christmas 🎅

16 days ago

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2 years ago

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Uzma RehanEmployee

Configurable retention periods for Fin MemorySubmitted

Configurable retention periods for Fin Memory (currently fixed at 45 days for messages/summaries, 180 days for facts), requested by a customer

22 days ago

Tony RomaNew Participant

Make Block-type Dynamic Content visible to the Articles API - Beta feedbackSubmitted

Block-type Dynamic Content is currently invisible to the Articles API; inline is partially visibleWe use the Articles API (get_article/update_article) to manage bulk content updates across our Help Center, and we ran a few tests to understand how Dynamic Content interacts with it.Inline Dynamic Content is represented in the body field returned by get_article as a placeholder token:#{{dynamic_content:content-name}}This at least tells us a reference exists and its name, even though the resolved value stays UI-only.Block-type Dynamic Content is completely absent from the API response regardless of whether the block holds text or an image. We confirmed this with three separate tests in the same article: a block-type text entry, an inline-type text entry, and an image inserted as a block. Only the inline entry appeared in the API body; the block-type text and the image were both invisible, even though all three render correctly in the editor and on the live page.This inconsistency matters for any team managing a Help Center via API-driven workflows: block-type usage is completely undetectable programmatically. A script auditing or updating article content has no way to know an article contains a block-type Dynamic Content reference.Requests, in order of usefulness to us:Represent block-type Dynamic Content in the API body the same way inline is handled with a placeholder token.Longer-term: expose a Dynamic Content read API so external tools can detect and enumerate usage across both types.

22 days ago

Lane DyeNew Participant

Allow custom email "From" Address for Customer ConversationsSubmitted

Allow custom "From" addresses when starting customer conversations from ticketsToday, agents can choose a custom "From" email address when starting a side conversation from a ticket, but not when starting a customer conversation. This option should be available for both.For example, when I'm working a back-office ticket that has no existing customer conversation and need to reach out to the customer, I want to choose which "From" address the message comes from.

22 days ago

NateCyberSmartNew Participant

E-Mail PreferencesSubmitted

Over time I would find it helpful if there could be a separate function that allows us to tailor our email preferences more specifically. For example, it would be useful to have the option to distinguish between tickets/conversations and the more general Finn AI updates when using the platform. Screenshot below:

22 days ago

Sara JenisNew Participant

View full audience list from message audience rulesSubmitted

When I’m setting up an email, I can preview the estimated audience, but there isn’t an easy way to open the full list of users who match those rules.For example, if I have a message with a bunch of audience filters/tags, and I want to double-check exactly who will receive it, I currently have to go to Contacts and manually recreate all of the same filters there.It would be really helpful to have a way to either:Open the full matching audience in Contacts with all of the audience rules already applied, or Copy/export the audience filters so they can be quickly pasted/applied in Contacts.Basically, from the message audience builder, I’d love a “View all matching users” option instead of only being able to preview a subset.This would make it much easier to QA an audience before sending, especially when there are a lot of inclusion/exclusion rules.

23 days ago

PatrickPPNew Participant

Email Recipient count in workflowsSubmitted

Hello,We have auto reply workflow and need to reply only when [Email Recipient count] is 1sometimes we receive email with 40+ addresses in TO or CC and our workflow do reply to all these emails, we need to skip this and do not reply at all in such cases. Currently there is no solution for this.

23 days ago

Audrey WareNew Participant

Product release intake: auto-flag impacted Help Center articles and update Fin’s knowledgeSubmitted

Auto-flag Help Center articles that go stale when we ship product updates, and suggest the edits needed. This would keep Fin's answers accurate and the knowledge base updated without manual audits/new fin guidance every release.How it would work: we input release notes into Intercom; Intercom surfaces impacted articles and highlights recommendations for sections needing edits and/or net new content.Example Scenario: A feature is changed or removed in our product UI. We paste/upload release notes. Intercom surfaces the exact articles impacted and highlights the recommended edits or new articles. It also ensures that Fin is not surfacing old conversation answers that used to be true in the past. This reduces the risk of outdated content and keeps self-serve accurate.Why it matters: Reduces outdated self-serve content, improves Fin resolution rates (meaning more $ across all customers using fin), and scales KB maintenance as release velocity increases. I imagine even Intercom could leverage this internally for their own knowledge base.

23 days ago

Abigail Sanderson (she/her)New Participant

Jump to MentionSubmitted

Would like my mentions notifications to jump to the message (s) where I am mentioned, not the most recent message in the conversation. Things get lost if a conversation has continued since the note relevant to me and I want to make sure I catch them all without scrolling and squinting.

23 days ago

Jekaterina TavgenNew Participant

Block Users by Communication ChannelSubmitted

Hi Intercom Community! 👋It would be great to have an option to restrict users by communication channel instead of blocking them completely.For example, we may need to block a user from Live Chat while still allowing them to contact us via Email.This would be especially useful when dealing with inappropriate behaviour in real-time channels while keeping a formal support channel available.Would be great to know if anyone else has the same need or if this is already planned.

23 days ago

Paul Jeremy NunesNew Participant

Tooltip Blocks Access to "Manage Participants" in Multi-Participant ConversationsSubmitted

SummaryWhen viewing tickets or conversations with multiple participants, the tooltip displayed on the Merge option ("Unable to merge this ticket because it has multiple participants") appears directly over the Manage Participants menu item, making it difficult to access.The ProblemOne of the most common actions in multi-participant email conversations is managing the participant list. In particular, I frequently need to remove our support email address when it has been automatically added as a participant through email replies.If the support address remains in the participant list, customers who use "Reply All" can unintentionally generate duplicate responses and additional conversation noise.Unfortunately, the tooltip for the disabled Merge option appears directly over the text of the Manage Participants menu item. As soon as the cursor passes over the disabled merge entry, the tooltip covers the item I'm trying to click.This creates a frustrating workflow where I have to:Wait for the tooltip to disappear, or Carefully click a very small uncovered area of the menu itemBecause participant management is a frequent task, this interruption occurs many times per day.Suggested ImprovementsAny of the following would significantly improve usability:Option 1: Reposition the TooltipDisplay the tooltip to the side of the menu rather than directly above the menu items.Option 2: Add a Hover DelayIntroduce a short delay (for example 500-1000 ms) before showing the tooltip. This would allow users to move directly to Manage Participants without triggering the popup.Option 3: Prevent Tooltip InterferenceAllow pointer events to pass through the tooltip or ensure it never overlays clickable menu items.Option 4: Improve Menu LayoutConsider placing Manage Participants higher in the menu than actions that are disabled when multiple participants exist.ImpactThis is a small UI issue, but it affects a high-frequency workflow. Reducing the friction around participant management would save time, reduce user frustration, and make common email-based support activities more efficient.Expected behaviour: Inform the user why merging is unavailable without obstructing access to nearby actions.Current behaviour: The tooltip obscures the "Manage Participants" action, making it unnecessarily difficult to click.

23 days ago

Or BarnivNew Participant

Allow customizing Free/Busy status and colors for Workforce‑synced Google Calendar eventsSubmitted

Events created in Workforce and synced to Google Calendar are currently always marked as Free and use a default color. This means teammates can’t mark certain events as Busy or change the color to better reflect availability or event type. Additionally, because each event is a separate instance, there’s no way to bulk update these properties in Google Calendar. Any edits made in Google Calendar are ignored and overwritten by the Workforce sync.It would be very helpful if:Some synced events could be set to Busy instead of Free Event colors could be customized Bulk edits were possible for recurring or similar events Teammates could customize these options without manager assistance

23 days ago

AiFinPayNew Participant

Enable Fin AI Agent to autonomously pay for external APIs and servicesSubmitted

As Fin AI Agent takes on more complex end-to-end workflows, some tasks may require access to paid third-party APIs, data, compute, SaaS actions, or other digital services.Today, these workflows can stop when a human needs to purchase or approve access to an external paid resource.We propose allowing Fin to request an approved external service, receive its commercial terms, verify the request against predefined spending policies and limits, authorize the payment programmatically, receive a verifiable receipt, and continue the workflow automatically.Workspace administrators should retain full control over approved providers, budgets, transaction limits, permissions, and approval rules.For example, Fin could need a paid data or verification API to resolve a customer request. Instead of escalating to a human to purchase access, Fin could automatically pay for the approved API call within its assigned budget, receive the result, and complete the customer workflow.This would allow Fin to handle a broader range of real-world workflows autonomously while keeping all spending governed and auditable.AiFinPay is building this type of financial authorization and payment infrastructure for autonomous AI agents, and we would be happy to explore a technical pilot with Intercom if this capability is relevant to the roadmap.

23 days ago

Briana M.New Participant

Single macro with channel-specific contentSubmitted

Our teams would really benefit from the ability to create and manage one macro with distinct email and chat versions, automatically selecting the appropriate content based on the conversation’s channel.Current limitationOur teams have to either reuse the same response across email and chat or create separate macros for each channel.Email often needs a greeting, more context, and a closing, while chat benefits from shorter, more conversational wording. Creating separate macros increases the volume of content to manage, clutters the macro library, and requires teams to maintain related responses in multiple places.Requested enhancementAllow teams to: Maintain email and chat variants within a single macro. Automatically insert the correct variant based on the conversation’s channel. Share common wording across variants while customizing elements Easily identify which channel variants are available or need updating. Why: This would reduce duplication, simplify content maintenance, and help agents find the right response faster while preserving a natural communication style for each channel.ExampleA single “Refund approved” macro could contain: Email: “Hi [name], your refund has been approved. You can expect it within [timeframe]. Please let us know if you have any questions. Best, [agent]” Chat: “Your refund is approved! You should see it within [timeframe].” Both versions would live under one macro, with shared details maintained centrally.

23 days ago

SelvaNew Participant

Can I add tables to my Inbox replies?Submitted

How can I add tables to the chatbox? If I try to copy a table and paste it on the chat it was just plain text without a table. Can this be resolved?

23 days ago

AbdelbakiNew Participant

Ability to Edit Sent Replies in ConversationsSubmitted

Currently, once a reply has been sent in a conversation, it cannot be edited and can only be deleted. This limitation can impact clarity and efficiency, especially when small corrections are needed (e.g. typos, missing information, or minor wording adjustments).We would like to request the ability to edit a reply after it has been sent, rather than requiring deletion and re-sending.Expected Benefit:Improves communication accuracy and professionalism Reduces unnecessary message deletions and follow-up messages Enhances overall user experience and efficiency when handling client conversationsSuggested Behaviour:Allow users to edit sent messages within a defined time window (e.g. 5–10 minutes), or Allow edits with an “edited” indicator displayed for transparency

23 days ago

Merijn RaaijmakersNew Participant

Add Superhuman Docs as external app content for FINSubmitted

We’re currently building an internal wiki/information hub in Superhuman Docs. It’s build to be a knowledge hub and team wiki, so it would be very useful to give FIN access to a specific Doc that we create for FIN. A useful feature in Superhuman docs is the ability to sync pages between Docs. This would allow us to sync pages from our private knowledge wiki into a wiki Doc that we give FIN access to.

23 days ago

Belén De AngelisNew Participant

Improve language detection for forwarded emails where the forwarder adds no contentSubmitted

Summary: When an email is forwarded to our support address with no text from the forwarder, Intercom detects the conversation language as English, based on the forwarder's signature and the mail client's forwarding boilerplate. The forwarded content and the subject line are in German. Language detection should ignore boilerplate and signatures and weigh the forwarded message's actual content. Current behavior:A teammate forwards a German email to our support inbox, adding nothing above the forwarded block. The conversation is created with a German subject and a German forwarded body. Intercom sets the detected language to English. The likely trigger is the English signature and the English wrapper ("Forwarded message", "From / Date / Subject / To").Expected behavior: The conversation is detected as German, since the subject and the substantive body text are German.Why it matters:Wrong language detection breaks everything downstream that depends on it: routing and assignment rules, language-based workflows, Fin's response language, and macro/snippet selection. Forwarding is a standard internal handoff pattern, so this is systematic, not an edge case. Non-English customers get routed to English queues or answered in the wrong language.

24 days ago

Gustav RiedererConnector

Automatically stop Fin when a conversation is assigned to an agent (no agent reply required)Submitted

We use Fin in the Inbox, but we repeatedly run into the same problem: Fin sometimes sends very long messages and occasionally incorrect or irrelevant information.At the moment, Fin only reliably stops once an agent actively replies in the conversation.This is a real issue in day-to-day operations because when I’m on the go, I often can’t reply immediately — but I still need to stop Fin instantly as soon as I see that it’s going in the wrong direction.Feature request: “Stop Fin without replying”I’m requesting a way to immediately pause or stop Fin without requiring an agent to send a message.Clear trigger examplesFin should automatically stop when any of the following happens: The conversation is assigned to an agent An agent takes over / opens the conversation A manual toggle in the conversation header: “Pause Fin” / “Stop AI replies” (one click) Controllable on mobile (e.g. via the Intercom mobile app while on the go) Why this matters Prevents incorrect information from being sent to customers (quality & brand risk) Avoids unnecessary long AI messages in the chat (customer experience) Allows a safe handover to a human even when mobile, without having to send a “placeholder” reply just to stop Fin Acceptance criteria When a conversation is assigned to an agent, Fin stops immediately (no further messages or follow-ups). Agents can pause/stop Fin without sending a reply (UI control). The feature is available on mobile (at least stop/resume). Optional: audit log (e.g. “Fin paused by Gustav via assignment/manual toggle”).

24 days ago

Daniel RönnbergActive User

Let links and buttons in articles open the Messenger with a new conversationSubmitted

I'd like to be able to add a link or button inside a Help Center article that opens the Messenger with a new conversation ready to send, the same way Intercom('showNewMessage') works on pages where Intercom is installed.Why this matters: I own our Help Desk content. Many articles end with something like "If you still need help, contact our support team." Right now that line can only be plain text or a normal link. Articles don't support JavaScript or onclick handlers, so a reader who wants help has to close the article, find the Messenger launcher, and start a chat themselves. Some readers drop off at that step. Others open a chat without the context of the article they just read.What I'd love to see:A built-in "Start conversation" link or button type in the article editor that opens the Messenger with a new conversation, whether the article is viewed in the Help Center or inside the Messenger. The option to pre-fill the composer text, like showNewMessage('I need help with X') already allows. Ideally, the article the reader came from is attached to the conversation automatically, so the teammate or Fin knows where the question started.This would make it easier to guide readers from self-serve content to a conversation when they need it, and it would give us better context when they get in touch.

24 days ago

Ana BahrConnector

Default time zone, filter, and bulk updates for scheduling article publish/unpublishSubmitted

I tried out the new Scheduling feature that allows you to schedule an article for publication. It worked like a charm, except that I didn’t realize I had to set the time zone every single time. So, my articles still had to be published manually for two reasons.I didn't set the correct time zone on each article. I couldn’t find the articles that were scheduled to be published.I would propose the following additional features to make the scheduling feature even better:A setting for a default time zone for scheduling articles to be published or unpublished. A filter for scheduled articles so they can be found easily. A way to update the schedule on multiple articles at once, including removing the schedule. Imagine that your software release does not go as planned and is rolled back. The tech writer now has to find each scheduled article and fix the schedule one at a time. In my last release, that would have meant updating 179 articles.

24 days ago

Ebenezer.LaleyeIntercom Team

Add call option to ArticleSubmitted

Have the option to call when viewing a article, for ease of access.

24 days ago

Taylor ZormanNew Participant

Macros should populate conversation data in Slack side conversationsSubmitted

When using a macro in a Slack side conversation, macro variables (such as company name or custom attributes like Company ID) do not populate. The same macro works correctly in the main Intercom conversation, but the Slack side conversation thread leaves those fields blank.Because Slack side conversations are synced with the main Intercom conversation, it would be more consistent if macros could automatically pull the same conversation data (user attributes, company attributes, etc.) when applied in the Slack thread.This would improve teammate efficiency and reduce manual data entry when responding from Slack.

24 days ago

Campbell McGuinessActive User

Improve Slack × Intercom integration by reducing manual copy-paste in both directionsSubmitted

Slack × Intercom integration consists of 2 mechanisms:Slack » Intercom (via trigger in Slack channel) Intercom » Slack (via Side Conversation)Whilst this adds lots of convenience by connecting these two system, there are still some big gaps that require manual copy-paste to ensure all the context is available for handoff to other teams.—Feature Request 1:Let macros insert Conversation attributesThat way you could easily insert all the contextual information you need straight into the conversation with a few clicks. You could also use workflows to automate sharing context. Feature Request 2:Expose Slack thread links and Intercom conversation links as Conversation attributesIn its simplest form, it would also provide easy access to these values via the Intercom conversation sidebar instead of being buried in a private note.It would additionally allow these values to be used in macros. Intercom » Slack example: start a side conversation in a Slack channel and share a link back to the Intercom conversation. For Slack » Intercom, ideally this would be posted as a bot message only visible to users from the primary workspace (excluding Slack Connect users).

24 days ago

Tamara GordonNew Participant

UI on Snooze duration modalSubmitted

When I used to choose to snooze something, the cursor would automatically populate in the box where I can type the length of snooze. Now when the box pops up, there is no cursor, I have to click to start typing in the box first. When the modal opens, the cursor should default in the correct box so the duration can be typed out. That’s how it used to be before your most recent update. :(

24 days ago

Jessica Belle AlmonteNew Participant