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    Idea Pipeline

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    3160 Ideas

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    Molly KatolasNew Participant

    Automatic alerting if a knowledge sync failsSubmitted

    We have multiple sources of knowledge for Fin, including confluence, websites, and articles hosted on Intercom. Occasionally, the sync will fail for confluence or a website. I’d like a notification to be sent to the admins of the account when this happens so that we can review and re-sync as needed.Fin relies entirely on these sources to be able to help our customers and agents, so it seems like a big oversight in Intercom that if the content fails to sync nobody is notified.   

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    Forum|Forum|11 months ago
    Pamela Van Gasse
    Pamela Van GasseActive User

    Allow teammates to set a default reply methodSubmitted

    It would be good to allow teammates to set a default reply method.At this time, there is no way to for example make sure a Note is always the default when creating a comment in a conversation.Some teammates only add internal notes and don’t want to constantly pay attention they don’t add public comments.A configuration option in the teammates personal settings would be great.

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    Forum|Forum|11 months ago
    Pamela Van Gasse
    Pamela Van GasseActive User

    Macro for Back-office and Tracker ticketsSubmitted

    At this time macros cannot be used for Back-office and Tracker tickets.These can only be created manually.Our Operations team created dozens of back-office tickets each week and it would save them a lot of time if they could do this with a macro. That would give them a template in which they can just fill in some data.

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    Pamela Van Gasse
    Forum|Forum|11 months ago
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    Botep SupportNew Participant

    Advanced help center layout customizationSubmitted

    I'd love to see the option to enable advanced customization for the Help Center layout, allowing users to leverage HTML, CSS, or iFrames for deeper control.Additionally, implementing an optional sidebar navigation structure (both right and left) as a configurable layout element would give users more flexibility to tailor the Help Center for branding, usability, and navigation needs. Sidebars can also boost SEO, AEO, and GEO, benefiting content discovery and accessibility.

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    Forum|Forum|11 months ago
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    Julia CorbettNew Participant

    Ability to report on Fin AI Involvement by any Date filterSubmitted

    For example, we want to report on Fin AI Involvement based on conversation closed date but that is only possible via the API. All reporting for Fin Involvement is based on conversation started date. It seems critical for native reporting to be able to report on a metric by any date field available - whether it be started or closed date. That way we can report on things like MoM closed conversations alongside # with Fin involvement and have the two metrics be apples to apples.

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    Forum|Forum|11 months ago
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    HannahDNew Participant

    Re-assign a positive CSAT to another teammateSubmitted

    It would be super cool if we could reassign a CSAT rating, at least for the positive ones. We work with multiple agents on cases, depending on who is available, to help our customers as fast as possible. It often happens to me, that another teammate does all the work and the positive rating ends up with me, simply because I was the last agent responding. If the agents themselves can’t reassign a CSAT themselves, maybe the admins could have an option to do so. This way, the CSAT would get more accurate for each teammate.

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    Forum|Forum|11 months ago
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    Josh DowdyConnector

    Work effort metric is neededSubmitted

    Hello,Can you all please create a metric that will track how long an agent works on a ticket.  Like it only counts when the ticket is actively open and being worked.  Right now there is nothing like that and its very difficult to figure out average work effort per ticket.

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    Forum|Forum|11 months ago
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    Daniel IsleyNew Participant

    General iframe embeds in Help Center contentSubmitted

    I’ve seen a few posts on the forum regarding the ability to embed iframes or generic HTML into help center articles but they are all a bit dated so I would like to raise it once more for consideration. 

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    Forum|Forum|11 months ago
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    Tristan IPRoyalNew Participant

    Transcript of conversations forwarded to emailsSubmitted

    We send our CSAT rating request 5 minutes after a conversation ends. Since they don't expect a rating to be sent, they often have already closed the chat window.As a result, the CSAT rating request usually remains unseen for over 3 minutes and is then forwarded to the client’s email without any conversation history, since it is the only part of the chat they haven’t viewed. There’s a chance clients could give a negative rating since the rating request appears in their email without any conversation history.I suggest that when Intercom forwards unseen conversation to emails if they’re unseen for 3 minutes, it should include a transcript of the entire conversation.  

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    Forum|Forum|11 months ago
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    Svitlana SemenikhinaNew Participant

    Allow Evaluation of Fin Involved conversationsSubmitted

    We are currently monitoring all customer conversations where Fin is involved to ensure an excellent customer experience. While a report already exists that pulls all conversations in which Fin has participated, there is no mechanism to leave the evaluation of the quality of Fin’s responses with real customers.I propose introducing a simple rating system within Intercom that allows us to assess Fin’s performance with three categories: Good, Acceptable, or Poor. This would work in a similar way to the evaluation logic currently used in the Test module.Implementing this functionality would enable us to: Track the accuracy and helpfulness of Fin’s contributions. Monitor Fin’s “health” over time. Compare Fin’s performance across different topics and contexts. This improvement would provide valuable insights into Fin’s effectiveness and ensure we continuously deliver a high-quality customer experience. 

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    Forum|Forum|11 months ago
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    JessicaKNew Participant

    Enable efficient option to keep Help Center "private"Submitted

    Our Help Center should only be visible to customers (= users). To ensure this privacy, we need to make sure that the segment Users is selected for every article. Since there is no bulk option or article template to streamline this process, it can easily lead to human error. It would be highly valuable to have a simple option that ensures all Help Center content is displayed only to users or to a specific segment.

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    Forum|Forum|11 months ago
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    Rebecca SmithNew Participant

    Ability to archive paused Outbound messages and seriesSubmitted

    The only options are Live, Paused, or Delete - which isn’t too helpful. You don’t always want to delete a message or a Series. You might want it paused and return to it another time and change the rules or you were just testing something out.It would super helpful if you can “Archive” with the ability to “Unarchive” at a later date if you want to reuse the message or series.

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    Forum|Forum|11 months ago
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    Wessel van den EindenNew Participant

    Support multiple languages per snippetSubmitted

    Currently if you offer multilingual support in AI, you will need to create duplicate snippets in every supported language. This creates extra work.Having the same multilingual functionality for snippets as articles would be much more convenient. Articles do support multiple language versions within a single article using translated content objects, which makes management much easier.Having snippets work similarly to articles with built-in language version management would definitely streamline the multilingual content workflow.

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    Forum|Forum|11 months ago
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    User1465New Participant

    Thumbs up for acknowledgement, not create a message!Submitted

    I want to suggest you add a "thumbs up" to acknowledge seeing a team members message on sending NOTES to team members!. It is too much a waste of everyone time to select a team member and send them a message, just to let them know "👍I have seen this!" which wastes their time also.

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    Forum|Forum|11 months ago
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    Daniel WinklhammerNew Participant

    Use custom email templates for conversationsSubmitted

    It would be very helpful to also use custom email templates (HTML and visual) not only for outbound campaigns but for conversations with users and leads.

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    Nate E.
    Forum|Forum|11 months ago
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    Marjorie Soto BalbásNew Participant

    Add "Rated Chats" as a sorting/filter option in the InboxSubmitted

    Currently, in the Inbox, next to the "Open/Closed" toggle, there is an option to sort conversations by fields such as "Start Date" or "Last Activity." However, there is no option to sort or filter by "Rated Chats."It would be very useful to have a "Rated Chats" option directly in this sorting/filter menu, allowing users to easily identify and review conversations where customers left a rating.At the moment, the only way to achieve this is by using the API with specific fields like conversation_rating.score, conversation_rating.replied_at, or conversation_rating.requested_at. Adding this filter directly in the interface would make it much simpler to track customer feedback without relying on API queries, improving the visibility of evaluated interactions and enhancing workflow efficiency.

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    Forum|Forum|11 months ago
    Pamela Van Gasse
    Pamela Van GasseActive User

    Workflow changes should be effective immediatelySubmitted

    When changing workflows, the changes are only active for conversations that were created after the change.This is an issue. Suppose a major issue was found in the workflows, affecting multiple conversations and tickets. There is no way to solve that issue for the current/existing conversations and tickets, only for new ones.

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    Pamela Van Gasse
    Forum|Forum|11 months ago
    Pamela Van Gasse
    Pamela Van GasseActive User

    Allow to configure the 2min-window of sending emailsSubmitted

    Received from Intercom Support : So if a workflow triggered on a customer's email and the customer sends another email within a 2-minute window, the workflow will not run again.Some of our customers send us a lot of emails during a small period of time. Because of this settings, a lot of those emails are not handled by the workflows we have in place to get the conversations assigned to the correct teams. Therefore, a lot of what is coming in, is unassigned, leaving us with much manual work to assign everything.Could this 2 minute window be made configurable ? 

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    Pamela Van Gasse
    Forum|Forum|11 months ago
    Pamela Van Gasse
    Pamela Van GasseActive User

    Limit reporting for lite agentsSubmitted

    With Explore access, lite agents can drill-in to get a list of the conversations/tickets they need to see. But they also have the ability to change the filters. Allowing them to see a totally different set of tickets than what was originally intended for them.It would be nice to have the ability to allow lite agents to access a report, but to only allow them to drill-in, without allowing them to change the filters.

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    Pamela Van Gasse
    Forum|Forum|11 months ago
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    YoeriNew Participant

    Clickable Ticket Number Links in Notes/CommentsSubmitted

    Intercom currently lacks the ability to automatically convert typed ticket numbers within notes or comments into clickable links that direct to the referenced ticket. Similar to how platforms like Zendesk utilize a #ticketnumber syntax (e.g., #12345), agents should be able to type a ticket number, and have it automatically become a hyperlinked reference to that specific ticket.While it's possible to link tickets programmatically via the API's linked_objects functionality or to manually type "see ticket 12345", these methods do not provide the seamless, in-context navigation that a clickable link offers. Agents currently have to manually search for a ticket number if they want to access a related ticket mentioned in a note. Why this would be a useful feature:1. Enhanced Internal Collaboration: Agents often need to reference other (duplicated or) related conversations or issues. Clickable links would significantly streamline this process, allowing team members to quickly jump between interconnected tickets, understand the full context of an issue, and collaborate more efficiently.2. Improved Agent Efficiency: Eliminating the need to copy-paste ticket URL’s or use the search function to find a referenced ticket saves valuable time for agents, allowing them to focus more on resolving customer issues.3. Better Context and Handoffs: When handing off a conversation or escalating an issue, having instant access to related tickets via embedded links ensures that the next agent has all the necessary background information at their fingertips without extra effort.4. Streamlined Workflow: It integrates seamlessly into an agent's natural workflow when documenting conversations or providing internal updates, making cross-referencing a natural and intuitive part of their daily tasks.5. Other than existing options: While there are some options for linking tickets to another ticket. The described function above is different to a tracker ticket, a back office ticket or a side conversation.

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    Forum|Forum|11 months ago
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    YoeriNew Participant

    Add custom/multiple colors for ticket state (for enhanced visual distinction)Submitted

    Missing: The ability to assign color coding to custom ticket states.Because different custom states at this point share the same color and icon, immediate visual overview is nowhere to be found. Which is essential for optimizing workflow and time (lean). Reading custom states texts is heavily time-consuming and inefficient. Also, at this point, it is not possible to group tickets by looking at custom date within the same view. Some basic functionalities are in need of improvement, all the extra AI is awesome but let’s not forget basics here, thanks! Why it's important:• Enhanced Visual Distinction: Color coding provides immediate visual overview, allowing users to quickly identify the status of tickets without needing to read text labels.• Improved Efficiency (Lean Perspective): In a Lean workflow, quick status recognition is paramount. Color coding significantly reduces the time and effort required to grasp the state of multiple tickets, leading to a more efficient and streamlined process.• Reduced Cognitive Load: Relying solely on text for differentiation increases cognitive load. Colors help in pattern recognition and reduce the mental effort needed to process information.• Better Workflow Management: Clear visual indicators enable better prioritization and management of tasks, especially in systems with a high volume of tickets.• Missed Opportunity: As noted, this limitation is a missed opportunity to significantly enhance user experience and operational efficiency.

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    Forum|Forum|11 months ago
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    YoeriNew Participant

    Possibility to add a blockquote within email or conversationSubmitted

     There is no option to add a blockquote to a ticket or conversation (exactly the function I am using now), which is essential for maintaining an overview of the topic being discussed within tickets, to refer back to a previously sent message, or to respond to a specific part of the customer's message. This way, you are able to maintain an overview within the conversation, immediately ensure that the customer sees that you have read their questions. You can directly link the questions to the answers you provide and ensure that you have a clear structure within your answer.

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    Forum|Forum|11 months ago
    Pamela Van Gasse
    Pamela Van GasseActive User

    Side conversation should use same brand as the conversation it is started fromSubmitted

    Response from the Support team : So I have just checked with one of our engineering teammates and they have confirmed that the side conversation creation flow creates conversations through the standard email conversation flow, but never accesses parent conversation brand data or inherits any brand configuration.When setting a brand in a conversation, the goal is to have a specific signature. It is unacceptable that when you send a side conversation, a different brand is being used.

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    Pamela Van Gasse
    Forum|Forum|11 months ago
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    Noël SmootNew Participant

    Ability to search within the MessengerSubmitted

    I open multiple tickets for my team to Intercom Support weekly and it is very difficult to keep track of previous responses/troubleshooting. I would love for a way to be able to search in my previous conversations to quickly reference! 

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    Forum|Forum|11 months ago
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    Noël SmootNew Participant

    Fin Managing Duplicate ConversationsSubmitted

    Many times we receive duplicate conversations from users who are looking for assistance quickly, it would be awesome if Fin could recognize they are opening multiple conversations and maybe mention to the user that they have another chat open and to further correspond there or automatically close out the duplicate and leave an AI summary in one. 

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    Forum|Forum|11 months ago

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