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    3160 Ideas

    Aiden Taylor
    Aiden TaylorNew Participant

    Gendering in voicemail summarySubmitted

    There is zero reason to gender callers in the voicemail summary, but beyond that, it’s also incorrect a lot of the time. Example: we had a customer named Aaron call in but the summary said Erin and referred to the call as “she” throughout the summary. It would be better to say “The caller… they.”

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    Aiden Taylor
    Forum|Forum|10 months ago
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    Jovan N.New Participant

    Slack AI agentSubmitted

    Few improvements that could be game changer 1. Configuration option to prevent creating chats in Intercom inbox if AI Agent replied on Slack - currently it’s creating duplicates for us 2. More complex settings on automated responses: 2a - Option to prevent Fin to reply back to specific users selected in Slack channel 2b - keywords/topics he should ignore (e.g. Sales questions, pricing, etc...) 2c - Option to @user in Slack as per topic keywords (smth like channel stakeholders on different topics - e.g. Cancellations = mention one Slack channel user, How to this and that mention different user, etc...)3- better reporting on different channels where Fin is replying 

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    Forum|Forum|10 months ago
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    Beth SNew Participant

    Remove the option of randomly generated namesSubmitted

    Intercom randomly generates names for unknown users.I see that this was raised 4 years ago however the issue is still unresolved: https://community.intercom.com/conversations-9/why-does-intercom-randomly-generate-names-for-anonymous-leads-192 Qualifying leads is not a solution if the conversation is not on Intercom Messenger but, for example, on Whatsapp.There needs to be an option to disable this feature, as mentioned in the thread above there are too many confusing colors in the random names such as “Amber” or “Violet” which are commonly used as names as well. 

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    Forum|Forum|10 months ago
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    George LideNew Participant

    Phone Availability MetricSubmitted

    Our team does not provide omnichannel support—our agents are only available via phone during specific hours of the day. We would like to track the number of hours each agent's channel availability was set to "Phone" on any given day. This will help us measure whether an agent was available to take calls for the full duration of their scheduled phone shift.

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    Forum|Forum|10 months ago
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    Ryan G.New Participant

    Auto-embed links to existing articles with @ + begin typing existing article titleSubmitted

    Google Docs has a wonderful feature.When I use @ and continue typing, it automatically finds other, existing Google Drive content to embed as a clickable link in my current DocI would like to have this same functionality in IntercomCurrentlyWhen I want to include a link, I have to:Type the text I want to appear Highlight it Select the link icon Type or search for my link Select the linkWith this featureI want to be able toType @ and then continue typing the title of an existing article If it automatically appears, press Enter to add the article title as a hyper link If it does not automatically appear, search for it, then select itThanks for considering!  

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    Forum|Forum|10 months ago
    Tommy Mains
    Innovator ✨
    Tommy MainsInnovator ✨

    Now that we have the CX score, can Intercom's Fin stop asking for CSAT scores?Submitted

    Part of the rationale around the CX score is to replace the need of CSAT scoring. I don’t send CSAT requests out as often as I used to, but I still like to offer the option. However, when chatting with Intercom’s iteration of Fin, I’m asked to leave a CSAT score every time, which seems like overkill on its own, but it also makes the bot frustrating to use, which makes me use it less and less.

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    Tommy Mains
    Innovator ✨
    Forum|Forum|10 months ago
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    Chris WagnerNew Participant

    Allow Team member to select active or inactive per InboxSubmitted

    Currently, we have 2 distinct types of calls that come in. These calls are routed using a workflow to a specific inbox. If teammates had the ability to be available or unavailable for a specific inbox, it would be a huge benefit to ensure our team is working as efficiently as possible.

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    Forum|Forum|10 months ago
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    Tiago AlmeidaNew Participant

    JWT Acceptance to authenticate userSubmitted

    I have a SaaS app where each client can customize its domain. For instance, the base domain is app.myname.com, but a client has the domain app.customer_name.pt, When accessing the ticket portal through the base domain, everything works flawlessly. However, when a client with a customized domain tries to access the ticket portal, the cookies aren't transferred, due to the different domains. Is there any way the ticket portal link can accept the JWT that authenticates the user, allowing the ticket portal to create the necessary cookies?

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    Forum|Forum|10 months ago
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    Angie WallsNew Participant

    Details Tab - Apply attributes and apps for all team members on a teamSubmitted

    When it comes to setting up the Details tab, we have to direct all team members to update each individual item the way we want it in terms of pinning attributes and apps. We know for each team what we want this to look like across the board and it would be nice if we could bake out a template and link it to the team so that if they are on the team or specific product we could assign them the Details sidebar format that has all the things we need ready to go.Currently we have to tell them every individual thing to pin and add and how to organize it. 

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    Forum|Forum|10 months ago
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    Angie WallsNew Participant

    Bulk select more efficiently when creating a macroSubmitted

    When creating a new macro, you can select which team or teams the macro applies to. We often need to select a multitude of these. Every time you select one, it takes you back to the top of the list and you have to scroll back down to the select the next one and this continues for each one thereafter. Even if you type in the key word, that will take you there for the first selection and then it resets for your next selection. It would be nice if I could type in “Dash” which is a key word in all of my team inboxes and I could bulk select all the Dash ones without it resetting everytime.Thank you, this would save us so much time!

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    Forum|Forum|10 months ago
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    Damian SchneiderNew Participant

    Show to what messages Users/Leads reply in WhatsAppSubmitted

    When Users/Leads reply to messages in WhatsApp, it would be great to see to which ones they do that. It is a crucial feature that is missing, and because of that miscommunication happens a lot.  

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    Forum|Forum|10 months ago
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    KhrystynaNew Participant

    Default audience targeting rule settings for articlesSubmitted

    We set the audience targeting rules to make our help center private (so limited to logged-in users), and we have certain tag-based restrictions on its different sections. It means that we have to have all the setup manually configured each time we have a new article. The restriction to access for Users is so easy to miss. It’s a real frustration for us, and we would prefer there was some kind of a setting to say what the default configuration for articles in this help center is so every article is limited to Users only from the start. 

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    Forum|Forum|10 months ago
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    Tess BNew Participant

    Send Survey results to slackSubmitted

    We just switched from Delighted to Intercom for NPS Surveys. We are also using Surveys to collect general product feedback. There is no way to send survey results to slack (either with the Intercom/Slack app or through 3rd party tools like Zapier. It is annoying to manually screenshot survey results and add them to Slack every day. 

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    Forum|Forum|10 months ago
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    ChelseaNew Participant

    Allow signature customization for different teams without using BrandsSubmitted

    The Brands feature is overly complex (and in some ways limited) for workspaces/organizations that simply want different email signatures for different teams.Allow email signatures to be customized by team with settings at the team level. Allow a team’s signature to override the default workspace signature if a team signature is set up.Team signatures should apply anytime a conversation is assigned to a specific team with a signature set up.There should also be a setting that can be flipped to allow the team signature to override a brand signature, or be overridden if the message meets the criteria for a brand.Alternatively, or in addition to this update, Intercom should add support for Brands in workflows. Currently you can’t easily create a workflow that sets a conversation’s brand based on the team it is assigned to. You can assign a team based on a brand, but you cannot assign a brand based on team assignment.It’s also not possible to update a brand using macros. The option for Brand shows up as a data point you can set, but if you select a non-default brand, the action becomes invalid.We’re now using Data Connectors to set brands through workflows.

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    Forum|Forum|10 months ago
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    Ben CNew Participant

    Shortcut to public articlesSubmitted

    It’s so much more convoluted to get to a simple list of our help centre articles now that they’re both bundled in with all knowledge, and now the type selector has been removed.Multiple recent changes have made it more and more clicks to get to a list of public articles within the platform. You now need to:Go to ‘Knowledge’ Click to add a filter Select Type Select public article THEN search for the article you’re afterYou used to be able to go from 1. to 5. and it’s really not a great UX at the moment. 

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    Forum|Forum|10 months ago
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    Corrie Mosley-O'DonnellNew Participant

    Improve email warning system accuracy to reduce false positives for legitimate routing configurationsSubmitted

    The current red exclamation mark warning system triggers consistently on legitimate emails due to routing configurations, reducing its effectiveness as a security indicator. When warnings appear universally across all conversations from certain domains or forwarding setups, they lose their ability to highlight genuinely suspicious activity.The system currently applies blanket risk assessments without distinguishing between legitimate routing patterns and actual security concerns. This creates "warning fatigue" where users become desensitized to alerts, potentially missing real threats.Proposed improvement: Enhance the warning algorithm to better differentiate between legitimate email configurations and actual security risks, reducing false positives while maintaining protection against bad actors. 

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    Forum|Forum|10 months ago
    Daniel Rönnberg
    Daniel RönnbergActive User

    Forward emails in side conversationSubmitted

    We offer a platform for collecting and reporting ESG data. Sometimes, we get questions from users reporting data that we need to check with users collecting data (i.e. our customers). Instead of forwarding the email and creating a separate conversation, it’d be very neat if one could forward an email and create a side conversation out of it. That way, we would have related threads in one single place.

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    Daniel Rönnberg
    Forum|Forum|10 months ago
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    Heather MartinNew Participant

    Hide chat bubbleSubmitted

    Customers would like to completely hide chat bubble so it isn’t a distraction to their work. Additionally, they would like to be able to totally clear out/delete a announcement messages.

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    Forum|Forum|10 months ago
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    Macall GardnerNew Participant

    Phone Feature: Automated Phone to Ticket WorkflowsSubmitted

    The ability to utilize the Automated Workflow features in Intercom for the Phone Channel. Using the “Convert to ticket” button in phone interaction does not allow that interaction to be recognized in ticket workflows.  (Intercom internal team indicated this was a feature request - submitting here) Business case why this would help - keeping the transcript and recording with the ticket will improve the service experience and also not require the team to create duplicate tickets separate from a phone interaction. 

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    Forum|Forum|10 months ago
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    Andrew KendallNew Participant

    View all participants in Email ThreadingSubmitted

    Ahoy everyone!It’d be great to have the option to view CC’d addresses in an email thread instead of only having the “To” field visible. Our crew deals with time-sensitive conversations which require confirmation that a user’s response to our outreach includes all participants, but some major email platforms will automatically migrate participants other than the sender to the “CC” field regardless of initial positioning. As an example, a reply sent from Gmail will only allow one address in the “To” field, while a reply sent from Yahoo respects user input and allows multiple addresses in the “To” field. Our crew currently has to check the raw email data for every conversation and compare it against the participants listed in the right-hand sidebar of the threaded conversation due to these inconsistencies, which results in increased handling time and more potential for error. Adding the CC field into Intercom’s email display would be huge help!

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    Forum|Forum|10 months ago
    Sonal Raval
    Sonal RavalActive User

    Support Multi-Column TablesSubmitted

    We are having a hard time having Fin AI Agent being able to read and answer questions based on multi-column tables. It seems like this would be a pretty easy thing for an AI to manage understanding. 

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    Sonal Raval
    Forum|Forum|10 months ago
    sabine.prewave
    sabine.prewaveNew Participant

    Knowledge & Help Center: Search bar > keyword stickinessSubmitted

    When searching a term within the Help Center, I would like the possibility for that word to stay in the search bar even when I access a suggested article. It gives me more context of what I’ve been looking for and would also be relevant for search history.

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    sabine.prewave
    Forum|Forum|10 months ago
    sabine.prewave
    sabine.prewaveNew Participant

    Knowledge & Help Center: Search bar > Search historySubmitted

    When using the search bar within the Help Center functionality, I would like to be able to see my search history below the search bar when entering a new query. That would make it possible for em to see what I searched before and go back to previous content.

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    sabine.prewave
    Forum|Forum|10 months ago
    Andrii Fedyk
    Andrii FedykActive User

    Add reply_options to "quick_reply" admin repliesSubmitted

    Hello,With the introduction of the FIN support for webhooks (https://community.intercom.com/ideas/add-fin-replies-to-conversation-webhooks-7784), businesses can use workflows to speed up the work.When FIN/Workflow replies with a comment which includes quick reply buttons, the two “conversation.admin.replied” webhooks are sent. One with the conversation part with type `conversation_part` and the second with part_type: `quick_reply`. Here is how the message with quick reply buttons looks in Intercom:The FIN message with two quick reply buttons sent by reusable workflow  Unfortunately, The webhook with part_type: `quick_reply` does not include information about the buttons:Webhook payload for part_type: `quick_reply`  As many 3rd-party chat platforms have support for quick reply buttons (including Telegram), it’d be nice to include the information about buttons to the quick_reply webhooks.In the Intercom documentation, there is a parameter `reply_options`. Perhaps, there is an issue in the code that prevents having `reply_options` in the webhook:REST API docs https://developers.intercom.com/docs/references/rest-api/api.intercom.io/models/admin_reply_ticket_request Also, to have a complete set of tools to incorporate quick reply, it is essential to have an endpoint that allows “click” on a quick action. For example, an additional parameter in the reply endpoint:curl example 

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    Andrii Fedyk
    Forum|Forum|10 months ago
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    ChelseaNew Participant

    Trigger reusable workflows from macrosSubmitted

    Make it possible to trigger a reusable workflow from a macro, similar to how we can trigger a Data Connector from a macro.This would allow us to tack on logic for post-message actions without agents needing to remember policy.For example, if after sending a message agents should escalate to Team 1 versus Team 2 depending on their segment, a reusable workflow could check which segment the customer is in and assign to the right team or owner after the message is sent.This would also allow for more targeted automation when you don’t want something to have a widespread effect like background workflows do. For example, high value customers often need support that is easily handled by a tier 1 team, but at some point in the conversation they may need to be passed to tier 2+ support. An escalation macro that includes a response and a simple reusable workflow determining which tier to escalate to based on segment takes one more decision off the tier 1 team’s plate. Reusable workflows from macros would also allow multiple actions to be contained in the workflow rather than taking up space in the composer.

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    Forum|Forum|10 months ago

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