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    3160 Ideas

    Candyce
    CandyceNew Participant

    Statuses with Custom Notification MutingSubmitted

    It would be really nice if there were an option to mute notifications temporarily that was a lot more accessible on the main page, rather than digging through the settings. I suggest having the option in status like how Slack does because it is a lot easier to remember since Intercom already displays it so well when you are on away mode or away and reassigning. Where as currently muting notifications through the settings, you won’t remember they were muted until you missed a few conversations and your boss is mad at you! lol.An example of where our team would find this extremely useful is for the teammates who only cover support when support agents are out of office, but use Intercom daily for internal purposes. It would be nice for them to set their selves as a custom away status like “Not Covering Support” and that status be set to mute all notifications- or custom notifications. Then when they are covering, they just easily make themselves active!

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    Candyce
    Forum|Forum|10 months ago
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    Vicky LabergeNew Participant

    Création d'un attribut crée par un membre de l'équipeSubmitted

    Bonjour, ma demande/ suggestion est d’ajouter un attribut pour les rapports : Ticket Back office. Pour notre équipe, il serait pertinent d’avoir cette données, car ceci nous permettrait d’améliorer nos processus internes. Merci

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

    Email notification for P1 ticketsSubmitted

    When our customers report P1 tickets (production down), an escalation should be done internally.Typically these tickets are escalated to the management team via email or SMS.It would be good to be able to send emails from within a workflow to inform management teams.

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    Pamela Van Gasse
    Forum|Forum|10 months ago
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    Bryony HaleNew Participant

    Singular Source of Truth for all information/processesSubmitted

    We would like a singular point within the knowledge base on intercom, where all of our information/data/knowledge/processes are kept in one place. This would include; public articles, snippets, guidance, workflows and tasks, query types/tags all broken down for the information, by customer issues and enquiries.We would like to, for example, have this listed by the query type, where any information lives related to the topic as well as how we would handle it and how Fin/our workflows would handle it. We want this to be in one place so that we can spot duplicates and gaps and have information updated on a master document without having to duplicate the work or update multiple sources.

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    Forum|Forum|10 months ago
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    Sinem SutluogluNew Participant

    Bulk User Selection and Deletion in Contacts PageSubmitted

    Currently, in the Intercom Contacts page, I need to select and delete inactive users one by one. This process is very time-consuming and inefficient for our operations.For a more user-friendly experience, it would be extremely helpful to have the option to select and delete multiple users at once directly in the same page. This feature would significantly reduce manual work, save time, and streamline contact management for teams handling large user lists.

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    Forum|Forum|10 months ago
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    Rebecca LuttigNew Participant

    When selecting tags in reporting, do not scroll back up to the top of the tag listSubmitted

    When selecting multiple tags to filter from in Intercom Reports, every time you select one tag, the list automatically scrolls back up to the top. This is incredibly annoying as I then have to scroll BACK down over and over again, wasting time. This seems almost like a UX error due to how frustrating an experience it is. 

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    Forum|Forum|10 months ago
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    Abigail GurrNew Participant

    Trigger a reusable workflow via the APISubmitted

    It would be great if we could trigger a reusable workflow via the API.This initially came from a desire to change a ticket status via a macro, which also is not currently possible (I’ve upvoted that on the product wishlist!). I thought a workaround could be setting up a data connector and using that to connect to Intercom’s API and triggering the workflow that way, however it’s not possible to trigger a reusable workflow via the API so that won’t work either.This would be a helpful feature for those of us that use some external automation tools (n8n, Zapier etc.) externally to Intercom so that we can build the workflow in Intercom and trigger it from the external tool, rather than having to build the entire trigger and workflow in the external tool.

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    Forum|Forum|10 months ago
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    Abdullah Ali AlshehriNew Participant

    Intercom Ticketing system enhancementsSubmitted

      Implementing conditional logic for messenger ticket-types: The "Refund" ticket type is restricted to users with the "Owners" user type. The "Feature Request" ticket type remains available to all users. Enhancing ticketing system customizability: New rules to be configured, such as limiting customers to raising only one "Refund" ticket, and up to 3 “Feature requests” ticket. Enabling in-workflow ticket attribute management: Ticket attributes cannot be modified directly within the Workflow Builder, we’re using custom API calls for each change.

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    Forum|Forum|10 months ago
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    Ania KaterinaNew Participant

    Add Text-to-Speech (TTS) to FAQ, or Allow Integration with Our AI Assistant (Fundee)Submitted

    At FundedNext, we rely heavily on Intercom to power our Help Center and FAQs. Many of our articles are long and detailed, which is necessary for compliance and clarity. However, modern clients often don’t enjoy reading through large blocks of text, and as a result, some skip important information. This not only reduces the effectiveness of our knowledge base but also increases repeat queries to our support team.Why We Need TTS in IntercomWe strongly believe a Text-to-Speech (TTS) button on Intercom Articles would significantly improve the client experience. With one click, clients could listen to an FAQ or policy being read aloud in a clear, natural voice — instead of having to read it.Benefits: Accessibility – Makes our Help Center more inclusive for users with visual impairments or reading difficulties. Convenience – Traders can listen while multitasking (commuting, trading, or during daily tasks). Engagement – Clients are more likely to consume full content when listening instead of skimming. Support Efficiency – Fewer repetitive queries, since clients will fully understand rules and processes. Competitive Edge – Platforms like Babypips already offer this; Intercom adding it would show innovation and user-first design. Why This Matters to FundedNext Improves customer satisfaction (CSAT/NPS) by making FAQs easier to digest. Reduces support workload by ensuring clients get the full picture without missing details. Strengthens our brand image, since clients will see FundedNext (and Intercom) as forward-thinking and accessible. Alternative Option: Integration with FundeeAt FundedNext, we already have Fundee, our in-house AI voice assistant. If a native TTS feature is not possible in the short term, we’d love for Intercom to allow integration of external assistants like Fundee directly into the Help Center. That way, users could either: Click a TTS button to listen to FAQs, or Interact with Fundee for voice-based answers and follow-up questions.   Fundee  Call to ActionWe request Intercom to: Add a native Text-to-Speech button for Articles/FAQs, OR Provide integration options for AI assistants like Fundee to connect with the Help Center. This would greatly improve accessibility, client satisfaction, and overall efficiency for FundedNext — and for many other Intercom clients with similar needs.

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    Forum|Forum|10 months ago
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    SignaturesNew Participant

    Let Users Vote on Top Feature RequestsSubmitted

    It would be great if you could push a survey to all Intercom users, allowing them to vote on the most requested features, rather than leaving them buried in the community forum. I see many essential feature requests that most users would consider must-haves, yet they’ve been overlooked for months or even years.Please have a dedicated team review these ideas and launch a survey with a simple yes/no voting option to gauge how essential each request is. This approach would help you run faster experiments, set clearer priorities, and respond more effectively to customer needs.Don’t let valuable ideas sit untouched for years, it slows progress and leaves you behind competitors. Many users don’t even realize this community exists, and we ourselves only just discovered it after being loyal customers for many years. You need to act faster. Empower users to shape Intercom’s future.

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    Forum|Forum|10 months ago
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    SignaturesNew Participant

    Add a small copy order number button next to the Shopify order numberSubmitted

    It would be great to have a copy order number button next to the Shopify order number, making it quick and easy to copy the order number when needed. A small icon would work perfectly for this

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    Forum|Forum|10 months ago
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    Danilo MarinkovicNew Participant

    Workflow for when conversation gets moved to WhatsAppSubmitted

    It would be great if the event of moving a conversation to WhatsApp could exist for workflows, so that we could set up the WhatsApp chat to be greeted with information from the conversation they moved, to keep things more organized and easier for them to find in the WhatsApp chat. Many of our customers migrate a large number of different cases to WhatsApp, making it difficult for them to know what they were referring to in previous chats that were moved to WhatsApp.

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    Forum|Forum|10 months ago
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    BrisketNew Participant

    Accept voice commands for Phone "Reply Options"Submitted

    Currently in Phone workflows for “Reply Options” the caller’s only option is to press a button. It would be a nice feature to allow the user to “Press 1 or say Support” like many enterprise phone systems allow.

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    Forum|Forum|10 months ago
    Rachel M12
    Rachel M12Connector

    Enable Companies to have Multiple SitesSubmitted

    Introduce the ability for companies to have multiple sites. Our customers are organisations which often have multiple sites, between 1-250 depending on their size. At present we have to treat each site as a company and create a company attribute for each one called ‘Customer Organisation’. This is OK, but it makes reporting at an organisational level difficult as all the good stuff when it comes to reporting and workflows is handled at a company level. I see multiple support solutions have this shortcoming, including Zendesk who we left recently and for which we also had to have this ‘hack’ of a solution.Surely we can’t be the only company in the world whose customers have multiple sites? 🤷

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    Rachel M12
    Forum|Forum|10 months ago
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    Gabriel AtkinNew Participant

    Allow users to log into the tickets portal without having been seen by IntercomSubmitted

    It would be great if users who have never been seen by an Intercom integration can still access their company’s tickets by “logging in” to the tickets portal in some way. Maybe email can be verified via magic link or something?

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    Forum|Forum|10 months ago
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    HenriqueNew Participant

    Add "Exclude from article suggestions" parameter to Articles APISubmitted

    I'm creating an n8n integration to automatically create articles via the Intercom REST API. Currently, when articles are created through the API, they automatically appear in article suggestions to users, which is not the intended behavior for my use case.In the Knowledge Hub interface, there's an option called "Exclude from article suggestions" (found in Article Details > Article suggestions section) that can be manually toggled after article creation. However, this setting is not available as a parameter in either the POST /articles (create) or PUT /articles/{id} (update) API endpoints.Feature Request:Please add an "exclude_from_suggestions" boolean parameter to the Articles API that would allow developers to:Set this option during article creation (POST endpoint) Update this setting via the update endpoint (PUT endpoint)Use Case:This would enable automated workflows to create articles that are intended for specific purposes (like internal documentation or targeted content) without cluttering the general article suggestion system for end users.Current Workaround:Manual configuration through the web interface after each API-created article, which defeats the purpose of automation.

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    Forum|Forum|11 months ago
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    MellNew Participant

    (Chat history) add tags, titles, or colours to differentiate conversationsSubmitted

    Hi all!I feel like i’ve raised this in the past - but can’t find it (sorry!) Our users find it frustrating to have to sift through conversations to find a specific one, especially when the window refreshes and they all look the same.It would be great if we could offer our customers a “subject line”, or for them to be able to add their own label/titles to their chats so they can easily sort through and find them in the future when needing to reference something. Further to this, it would be good if they could do something like colour code their convos  - we use chat/posts for both support/education convos, as well as outbound posts when we do monthly releases. Our customers find it overwhelming and hard to navigate their chat history. Thank you!

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    Forum|Forum|11 months ago
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    Assistenza payrollNew Participant

    Add subject to chat and show them in the chat widgetSubmitted

    It’s very hard for customer to browse to the opened chats to find the one they are looking for. We need a feature that makes mandatory add subject to the chat so that it’s shown in the widget within the list of opened chats.

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    Luka Dujmovic
    Forum|Forum|11 months ago
    aestandante
    aestandanteNew Participant

    A More Connected View for Fin AI Agent GuidanceSubmitted

    I'm reaching out with a feature request regarding the Fin AI Agent Guidance, which we've been actively using for our AI Agent, "Clicky." We're really impressed with its capabilities so far! As we build out more comprehensive rules, we're finding it a bit challenging to manage all the guidance related to a single topic since the rules live in different sections. For example, for a billing issue, we might set a rule under "Context and Clarification" to ask for an account ID, and then have a separate rule under "Handover Guidance" to route that same conversation to the human agent.  Because these related rules are in separate sections, it's difficult to see the guidances topic at a glance. Our feature request is to explore a way to make the guidance section more interconnected, perhaps by allowing us to group rules by topic or use case. It would be fantastic if we could have a "Billing Issues" category, for instance, and see all guidances in one place—from the initial clarification questions all the way to the final handover instructions. We feel a more connected, topic-based view would make it much more intuitive to build, manage, and visualize the complete logic for our AI agent's behavior. Thanks for your time and for considering our feedback. We're really excited about the direction Fin is heading!

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    aestandante
    Forum|Forum|11 months ago
    Bryan Braddy
    Bryan BraddyNew Participant

    Updating Conversation Owner on ExportSubmitted

    We have a request to update the data exported to reflect the “correct” owner of a conversation and not the initiator. We get conversations forwarded in from a distribution, which make the User always the same. Despite managing participants and removing the distro and adding the correct user, when we export the data, the User details default to the distro. We have a request to update the data exported to reflect the “correct” owner of a conversation and not the initiator.

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    Bryan Braddy
    Forum|Forum|11 months ago
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    LoganFNew Participant

    Discard Draft button on new conversationSubmitted

    I understand it’s a feature to auto save content in a draft message. I just want the ability to discard the entire process and start over with all empty fields. Manually having to clear all fields is pretty annoying and a normal part of other email functions. 

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    Forum|Forum|11 months ago
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    Eliza BenkerracheNew Participant

    Make the news centre more customisableSubmitted

    Can we make the news center more customisable in the sense where we can add pages to it or layers you can drop down or arrange subheadings to it. also not require to send it to a news feed first and just send it to the news centre directly

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    Forum|Forum|11 months ago
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    Alex GeorgeNew Participant

    Edit the size or use Custom tooltip iconSubmitted

    Is there a way to edit the size of the tooltip icon, or upload your custom icon so that it better matches the branding of our application? 

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    Forum|Forum|11 months ago
    Charlie P
    Charlie PActive User

    Show bounced contacts prominently in the chatSubmitted

    Currently, if a recipient bounces they get hard blocked by Intercom. This means even if you send them an email via the Inbox, it won’t be sent to them and they won’t receive it. There is no obvious visual indication in Intercom that this has happened, so we’ve had examples where support reps have struggled to communicate with customers as their messages aren’t being received, with the customers sending messages annoyed about a lack of response.After speaking with support, I’ve been advised to check the “Has hard bounced” user attribute in the sidebar. In reality, this is completely impractical to expect a support rep to check this field for every single chat they have, just in case the recipient has bounced.Instead, it would be preferable if Intercom showed a prominent warning in the chat, advising the support rep that the person they are messaging is blocked, and advising them how to rectify this.

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    Charlie P
    Forum|Forum|11 months ago
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    OwnrRBCNew Participant

    Include messages in recent conversationsSubmitted

    We are utilizing outbound series’ and messages to contact users automatically, Incoming messages from users do not include these messages in the recent conversations tab. Rather, the agent needs to go in a round about way to their profile to find recent conversations AND messages, to see if they have been contacted. Please include all communications in the recent conversations tab.  Thank you. 

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    Forum|Forum|11 months ago

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