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🎅 How to prepare your Fin AI Agent for Christmas 🎅

18 days ago

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2 years ago

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greg-fleetlaneNew Participant

Exclusion pattern for PAN redactionSubmitted

A lot of our dealings with our customer involve IMEI-SV, an International Mobile Equipment Identity with Software version. This number is expected to be 16 digits long, exactly like PANs.Since we are also dealing with customer credit cards, we recently decided to enable the PAN redaction feature.We saw that most of our IMEI-SV numbers were redacted, rendering our teams work more difficult, which lead us to disable the feature.We think PAN redaction is useful feature, but would love to see a way to customize it to prevent false-positives.Depending how this is implemented on the intercom-side of things, it would be interesting to have way to exclude certain patterns. IMEI, and their -SV variants, start with 8 digits which represent a model/origin which is known to us and could easily be added to an exclusion list, preventing redaction.

9 months ago

SowjenyaActive User

Options to arrange subcollections in columnsSubmitted

Right now, we can only customize the collections in the homepage and cannot customize the sub collections or level-2 collections we create inside a collection. This makes the content too long to scroll. It would be great if we get some options to customize the collections within a collection as well.

9 months ago

Ashley WareNew Participant

Help Center Homepage CustomizationSubmitted

I would love to be able to customize the homepage a bit more. we have a lot of collections, and it looks cluttered. would love to be able to choose which ones appear in the collections section and then have others accessible some other way - maybe a nav bar or as a link in the header

9 months ago

Vanu6New Participant

Notes in Side barSubmitted

In long or complex conversations, important internal context often gets added as internal notes in the conversation feed. Because notes can’t be edited and live inline with messages, they easily get buried by back-and-forth, making it hard for agents (especially during handoffs) to quickly understand the current state of a ticket.It would be very helpful to have ticket-specific internal notes that live in the left sidebar, similar to conversation or ticket attributes, but designed for longer free-text content. These notes should be editable, persistent, and separate from the conversation timeline, so they can act as a “living summary” or source of truth for the ticket without adding noise to the feed.This would greatly improve context retention, handoffs, and agent efficiency for long-running or complex tickets, especially in B2B support workflows.

9 months ago

Christina ChoeNew Participant

Filter by Assignee, Status, Team and TagsSubmitted

The table layout is great but the ability to sort and filter columns is very limited.

9 months ago

Daniel_New Participant

Allow Fin to end conversations on its own if unsafe, unrelated or from illegal content.Submitted

In case a user is repeatedly engaging with Fin on forbidden content, Fin should be able to end the chat on its own if company guidelines let it.

9 months ago

Mary Kate DurkinEmployee

summary of all a customers recent conversationsSubmitted

At the top of the new conversation a summary generated by AI that says “this client has recently messaged us about XYZ, and also reported bugs ABC in the last 2 weeks” Giving more context on customer’s past interactions so that we reduce being repetitive

9 months ago

Nicole Thornhill [they/she]New Participant

Potential Bug, N-Names that trigger new case shortcut and you lose that whole back office ticketSubmitted

Potential Bug Report--For months, I've been experiencing an issue with the Back Office tickets system. We have a name section in the back office ticket. It comes after the bulk of the data, so if you're doing this in order, you've grabbed links, added lots of context. Then you go down to the name. If you're lucky enough to have your name start with an "N," the shortcuts will trigger a new case and you lose all that case data and research you just put into that consult. I did verify with some of my other 'N'-named colleagues. I know if obviously effects a fraction of a fraction of users, but wanted to surface it as an issue for your teams to look into!

9 months ago

NuritInnovator ✨

Add different views permissionsSubmitted

Separate views manage permissions for private and public views. Teammates should be able to add private views and pin public views but not delete or edit public views.In the meantime, adding view management to the activity logs would be helpful.

9 months ago

Alpha Puesto de BolsaNew Participant

Customize Fin follow upsSubmitted

We would like to:Allow customization of time interval and frequency/amount of follow-ups Fin can send Allow customization of time to automatic close if client does not respond Why are we requesting this? (real scenario below)Fin followed up after 1 minute without a response Fin then followed up again, 4 minutes after the first follow-up The way Fin followed up (phrasing) was quite intense 10 minutes after the second follow-up, Fin closed the conversation without letting the user answer

9 months ago

Aiden TaylorNew Participant

Active Status VisibilitySubmitted

It would be nice to have an indicator on the browser tab that changes when the agent’s activity status changes. Initial thought is to have a green dot for active, and a yellow dot for away, just like what is seen in the product.This can be helpful when agents have multiple tabs open in the browser.

9 months ago

DebraNew Participant

Global timeframe filter override for reportsSubmitted

In the legacy reporting experience, reports adapted dynamically to the selected timeframe (e.g. hourly for “today,” daily for “past week”). In the new reporting system, each chart has its own fixed visualization granularity (hourly / daily / weekly / monthly). While report-level date filters do override the date range, they don’t override the visual breakdown. This makes it difficult to analyze data across different timeframes. Pain point To view the same report hourly vs daily vs weekly, I have to manually edit each chart one by one. If a report has many charts, this becomes time-consuming (and error-prone). Switching back and forth (e.g. hourly → daily → weekly) requires repeating the process every time. Report-level date filters change which data is shown, but not how it’s grouped, which often leads to less useful views. Requested featureAdd a global timeframe / granularity filter at the report level that: Overrides the visualization granularity of all charts in the report Allows quick switching between hourly, daily, weekly, and monthly views (Optional) Includes an “Auto” mode that adapts granularity based on the selected date range (similar to legacy reports)

9 months ago

Eric WrightNew Participant

The example Java code for generating JWTs does not work in all casesSubmitted

This seems like the wrong place for this, but Fin sent me, so here goes…The example Java code shown in Intercom when going through the process to set up JWTs with Messenger does not specify the encoding. So if your JVM uses something other than UTF-8, the generated JWT will be invalid.I suggest it should be updated, to call the `.getBytes(StandardCharsets.UTF_8) method on the string to ensure the encoding is always properly handled.Map<String, Object> claims = new HashMap<>();claims.put("user_id", userId.toString());claims.put("email", email);String token = Jwts.builder().setClaims(claims).setExpiration(Date.from(Instant.now().plus(24, ChronoUnit.HOURS))) // Expires in 24 hours.signWith(SignatureAlgorithm.HS256, "<YOUR TOKEN HERE>".getBytes(StandardCharsets.UTF_8)) // Set proper encoding.compact();

9 months ago

Jean-Pierre HanNew Participant

Add visible description to customers in the attributes of a ticketSubmitted

For the ticket form, we can configure attributes, but it would be great to be able to display the description of the attribute to the customers in order to give more information on the attribute

9 months ago

Nicky BlackwoodNew Participant

Allow users to view email conversations in messengerSubmitted

We’d love it if our customers could have a consolidated view of all email and chat conversations they’ve had with us in the Messenger, so they have a full history of their correspondence in-app. Customers loved the ability to view their email history with us in Zendesk and we’ve received complaints about this feature loss since making the switch.We know that it’s technically possible to achieve this by processing emails as tickets instead of conversations, but tickets are such an awkward and overwrought workflow for our business needs.

9 months ago

Colin ConnorNew Participant

I can filter Reports by Company PropertiesSubmitted

When generating Reports on Topics, I would love to be able to filter by Company Properties.The main challenge I’m looking to solve/question to answer is: what have customers who’ve set their account to cancel in the last 90 days chatted in about around that time?What areas of our platform are likely leading to customers stubbing their toes/wanting to offboard?

9 months ago

AlissaNew Participant

Articles: Export to PDF option for End UsersSubmitted

My customers would really benefit from being able to export an article in my Intercom knowledge base - especially in PDF format.

9 months ago

NuritInnovator ✨

In-App Notifications for TeammatesSubmitted

We’re currently using multiple Slack channels to keep our team updated on important workspace activity, but it’s become overwhelming. Teammates are missing critical notifications because they’re scattered across different channels, and it’s just too much to keep track of.We’d love to have in-app notifications built directly into Intercom so our team can get alerts right where they’re already working. This would help everyone stay on top of what matters without constantly jumping between Slack and Intercom.

10 months ago

Mary DietzNew Participant

Display an agent's Away Mode reason when manually assigning a chatSubmitted

When viewing a chat and manually assigning it to an agent, it displays whether someone is away vs. available, but to also display their reason for being away. For example, if there is a chat Tyler was working on, and it gets assigned to a Team Inbox, I would look to assign it back to Tyler. It would be helpful to know if Tyler is on lunch vs. PTO to determine if Tyler will be available at some point in the day to handle the conversation or it must be addressed by another agent.

10 months ago

Ken DucusinNew Participant

Fin for Zoom webinar Q&ASubmitted

I wonder if there is a way to connect Fin to our zoom meetings when we have Q&A setup. Have Fin draft an initial response to the user’s question and have someone backstage read, edit, and validate the answer to send.This way, Fin gets better in real time as we improve the answers and there's an automatic draft of a reply to the user that our team can leverage. This would probably eliminate half the humans we need on these live trainings in the backstage.

10 months ago

kateryna.zhurbenkoNew Participant

Automatic mergeSubmitted

Allow automatic ticket/conversation merging if two or more tickets/conversations from one user (the same email address) are currently open.

10 months ago

John BarronNew Participant

Allow users to archive / delete messagesSubmitted

We have old posts and news items we’ve shared via the messenger under the “messages” section that we don’t want to delete because we’d like to keep the data and old campaigns visible. However, those old messages still display to our users even when paused. It would be great if the user could delete or archive messages after they’ve seen them to help with this OR if we had a way to archive but still keep those old campaigns in the back end of Intercom.

10 months ago

Julie EdwardsNew Participant

stop cross product message visibilitySubmitted

Currently if a user has access to multiple products and receives a message on one, they’ll see that message when on the other product. We’d like to isolate our messaging so that when on Product A, the user only see’s Product A’s messages. And when on Product B, only Product B’s messages appear.

10 months ago

mario_Juicer.ioNew Participant

Reordering Tickets Participants: Internal Domain Emails Always First, Client Email Hidden in PreviewSubmitted

Adding colleagues’ emails from our own domain makes them prominently featured in the ticket. I tried removing them to make sure the client's email is seen in the ticket list, but as soon as I add someone from our own domain, they get the leading place in the participants list, which makes visually scanning the opened tickets more difficult, because the ticket previews just show their emails and “n more”.Could the users/emails from our own domains be always pushed to the end of the participants list so the previews show an actual client email, and not one of ours? Fin told me that removing the recipients and then re-adding them in the order I need them would work, and I’ve tried that, but I always end up with our own email being the first one, regardless of the order I add them in.

10 months ago

Olga KuharskayaNew Participant

Add built-in quote or reply-to-specific-message feature in conversation (chats)Submitted

During chat communication with a client, it is very convenient to have the ability to reply to or quote a specific client message. This is especially important when the conversation is intensive and the client sends many messages. This functionality is available in all messengers and is greatly needed in the Intercom Inbox.

10 months ago

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