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    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.

    0
    10 months ago
    יניב
    יניבNew Participant

    Support Hebrew in Fin Voice 🌈👑💫Submitted

    Please support Hebrew in Fin Voice!So many of us would love to give it a go!

    1
    10 months ago
    Aiden Taylor
    Aiden TaylorNew Participant

    Display Caller's State/Province Based on Area CodeSubmitted

    Displaying the caller’s location within the voicemail conversation would save my team time. When my team starts returning voicemails from the night before at 8 AM Eastern (5 AM Pacific), they have to look up the area code to see where the caller may be calling from to make sure they aren’t calling a customer at 5 AM.  

    0
    Aiden Taylor
    10 months ago
    Ken DucusinNew Participant

    Display message list by topic instead of last message in threadSubmitted

    Can we change what is shown in Fin's message history?  Is there an option to display an AI thread topic summary instead of the last post?  I'm thinking along the lines of how ChatGPT does it so you can quickly grab the thread you need to reference again. 

    1
    10 months ago
    Tim FremuthNew Participant

    Adjustable Column Widths in Knowledge Articles OverviewSubmitted

    As a user, I would like to adjust column widths in the Knowledge tab by dragging with the mouse, so I can display folder names and structures completely.Problem:Currently, longer folder names in the knowledge overview are truncated, which impacts readability and user experience.Desired Solution:Ability to adjust column widths by dragging column borders Similar to the functionality already available in the Inbox area Better readability of folder names and other column contentBenefits:Improved user experience Better overview of content structure Consistent interface behavior across different platform areas

    0
    10 months ago
    Simon AbbottNew Participant

    Request: Remove the transcription feature from the SDKSubmitted

    I would like to express my disagreement with the decision to add voice transcription in intercom-ios v19.3.0 for two main reasons:1. It is unnecessary. iOS has Dictation built-in, which allows users to dictate speech-to-text in any textfield system-wide, including the Intercom text box. Additionally, the Apple Dictation feature does live transcription, rather than waiting until the user presses "done", which is a nicer UX for those users who do want to use it. Finally, using the built-in Dictation feature doesn't require any additional iOS permissions, it simply works everywhere.2. It was a breaking change in a minor update. Adding voice transcription requires the use of the microphone, which correspondingly requires a `NSMicrophoneUsageDescription` be provided or else the app will be rejected by Apple when you try to upload it. The fact that this breaking change was released as a minor update (ios v19.3.0, react-native v9.3.0) means it is easy for developers like myself to overlook the need for this change. The documentation says it is optional, but it is not. This is misleading and causes developer frustration, especially when trying to release timely updates, as the first sign we get that something is amiss is Apple rejecting the build, which happens right at the end of a deploy cycle.For these reasons I would like to request that the SDK-level transcription feature be removed (or at least be made into an actually optional separate bundle / SDK). If it can’t be removed, I would like an explanation of why it is necessary to have rather than using the system-wide Dictation feature.

    0
    10 months ago
    Maayan AyalonNew Participant

    Unable to move intercom bubbleSubmitted

    Hello,My client was unable to preform an action in the platform because the CTA he was trying to click was “hiding” behind Intercom conversation bubble.I would be useful if the conversation bubble could be moved to a different location, per the user’s choice. 

    0
    10 months ago
    Carolina MesquitaNew Participant

    Rejected and missed callsSubmitted

    We would like to see calls rejected and missed by teammate on a report. Very useful!

    0
    10 months ago
    Madeline G.New Participant

    Pre-Populate Outbound Call Number Based on Assigned TeamSubmitted

    We’d like to request an enhancement to the outbound calling experience in Intercom: Automatically pre-populate the outbound caller ID number based on the team assigned to the ticket.Current Behavior:When agents make an outbound call, all available team phone numbers (we have 7) appear as options. Agents must manually select the correct number each time they call.Proposed Enhancement:Automatically default the outbound caller ID to the phone number associated with the assigned team for the ticket. Agents should still have the option to change the number manually if needed, but the correct number should be pre-selected by default.Why This Matters: Reduces agent friction and manual error Ensures consistency in outbound communications Prevents clients from receiving calls from unexpected numbers Saves time and simplifies the workflow for teams with multiple support lines This change would greatly improve efficiency and accuracy for any organization managing multiple support teams or phone numbers within Intercom.

    1
    10 months ago
    Zoe CoxonNew Participant

    Allow edit on sent messagesSubmitted

    We’re finding it annoying that when typing as humans we do make mistakes from time to time... We’d love the ability to edit sent messages to correct grammar/spelling/punctuation.Our previous chat service allowed this. We try our best to check messages before we send them, but if a correctly spelled but incorrect word is used it’s really hard to pick up on these. Having an edit feature would solve so much for us.Whether it’s a feature we have the option to turn on/off or select which users are able to edit, it would be really beneficial to us.

    0
    10 months ago
    Andreas PoulsenNew Participant

    Allow REST API to update language_overrideSubmitted

    For some reason, the REST API for Contacts ignore when you try to set the language_override property, both via POST and PUT. I can just fine update other attributes, but language_override is not working. I can fine update it manually in the Intercom web interface.I have double checked authentication and proper language codes.This seems deliberate from the REST API to ignore this property. I have a technical setup where I create leads programatically – so I’m not able to use the browser JS API. I sent emails to these leads, and I’d like the emails footer to be translated to the proper language of the lead – but now it just defaults to English.

    3
    Steeve Cayla
    10 months ago
    FerdinandNew Participant

    Feature Request: Improved navigation flow for showArticle methodSubmitted

    Hello Team,I am writing to share feedback regarding the navigation behavior when using the JavaScript Intercom("showArticle") function.Currently, when this function is triggered consecutively for multiple articles, it creates a deep navigation stack. As a result, users are forced to click the "Back" button multiple times—once for every article viewed—just to return to the Messenger Home view. This creates a significant amount of friction and is not a user-friendly experience.Suggestion: It would be a significant improvement to include a persistent "Home" button or a "Close Article" interaction that returns the user directly to the Messenger root view, bypassing the history stack. Alternatively, providing a programmatic way to reset the navigation history would also solve this issue.Thank you for considering this improvement.

    0
    10 months ago
    Miyah AlbaNew Participant

    Allow Multiple Instances of the Articles SectionSubmitted

    As our Help Center scales, being limited to a single instance of each homepage section (like Articles) is becoming a constraint.Today, the Articles section is the only place Intercom supports true single-sourcing on the Help Center landing page, making it extremely valuable real estate. Allowing multiple instances of the same section type would let teams write content once and surface it in different strategic contexts (like Onboarding and Strategic Guides) without duplicating articles or distorting the core IA.These content types serve different user intents and don’t naturally belong in the main journey hierarchy, so offsetting them  visually improves UX, discoverability, and scalability.Since these components already exist, enabling multiple instances feels like a low-lift extension rather than a net-new build, and would unlock much more flexible, future-proof Help Center design for growing knowledge bases.

    0
    10 months ago
    Nick MirandaNew Participant

    Workflow Trigger for Survey CompletionSubmitted

    I’d like to be able to create a trigger for a workflow to execute once a survey is completed. In this example I have a survey built to go out to customer’s after they have finished their onboarding period. I would like to be able to notify my slack channel once this has occurred so that I know the moment a survey has been completed.Right now it seems like most triggers are conversation based but this would be a good example of a user completing an action and then being able to take action directly afterwards.

    0
    10 months ago
    InformerNew Participant

    Add holidays to office hoursSubmitted

    Fin is answering conversations outside office hours. I need to set new office hours every time we have a day of (for example because of a national holiday). An option to set holidays so I don't have to change the office hours or change the workflows to the other custom office hours would be nice.

    2
    10 months ago
    Pauline BrizardNew Participant

    Schedule exceptional chat closure timesSubmitted

    Our teams are unavailable on certain public holidays (e.g. August 15th) and cannot respond to chat messages on those days.We would like the ability to schedule exceptional chat closure days or hours, with an automatic message displayed (e.g. “Our team will be back tomorrow”).Instead of having to manually adjust our regular office hours during those weeks, it would be helpful to have a feature that allows us to set exceptional closure dates, with a simple "open/closed" toggle for the chat on those specific days.

    1
    10 months ago
    Dustin EllisNew Participant

    Configurable browser alert volumeSubmitted

    Browser alerts aren’t very loud. Can we allow our agents to configure alert volume to allow for louder alerts?

    0
    10 months ago
    Dustin EllisNew Participant

    Mobile Notification ImprovementsSubmitted

    Mobile notifications for when a chat is assigned are not reliable. Can we ensure the reliability of mobile alerts for our agents?

    0
    10 months ago
    Philipp Hofmann
    Philipp HofmannNew Participant

    Fin Multilanguage - Informal GermanIn Beta

    We are using the Fin Multilanguage Beta and I would like to provide some important feedback on the support of German language. The problem is German has two ways to address people, a formal version and an informal version. The formal version is used in B2B and more traditional interactions for example.Thats why in most language selectors for SaaS tools you can select between German (formal) and German (Informal) to control how to address a customer. Fin Multilingual does not do this differentiation at the moment and is using the formal version only. This though is nearly inappropriate or at least "super weird" form of address for our customer group and makes Fin nearly not useable. So I would like to provide this as Beta Feedback to the Product team to fix it. What would be needed is a setting to decide if Fin should answer in formal or informal German. Another work around would be the possibility to provide a custom base prompt as part of the Fin profile as other AI chatbots allow to do. This would allow me to type in something like: Always remember your customers are students and you should always use informal German to address them. You can use a relaxed communication style and also do some jokes. This is what really works in ChatGPT or other bots based on chatgpt to set a tone of the AI profile and also to deliver important communication info as the use of informal German. As chatGPT is a language model it can easily handle the communication correctly after this input.  

    12
    10 months ago
    Gordon ChongNew Participant

    Australian English for AI Inbox Writing ToolsSubmitted

    Problem / Current limitationWhen using AI Inbox writing features — such as Expand, Rephrase, My tone of voice, More friendly, More formal, More concise, and Fix grammar & spelling — the output is consistently rewritten in US English.This creates friction for teams operating in Australia, as the AI overrides our original spelling, phrasing, and tone even when the input is already written in Australian English.Examples include: “organisation” → “organization” “licence” → “license” “favour” → “favor” US-centric phrasing that feels slightly off for Australian customers This means agents must manually re-edit AI-generated responses, reducing the efficiency gains these tools are meant to provide.Desired behaviourAllow AI Inbox writing tools to respect and generate Australian English, including: Australian spelling conventions Australian phrasing and tone Consistency with how teams naturally write to customers in Australia Ideally, this could be enabled via: A workspace-level language setting, or A per-user preference, or Automatic detection based on workspace locale / help centre language Why this matters Customer trust & brand consistency: Customers notice spelling and tone mismatches, especially in written support. Operational efficiency: Agents currently lose time correcting AI output back to AU English. Adoption of AI features: Teams are less likely to rely on AI writing tools if they introduce extra editing work. Global scalability: Supporting AU English sets a strong precedent for other regional variants (UK, NZ, etc.). Who this impacts Support and operations teams based in Australia Businesses with Australian customers and brand guidelines Any team aiming for consistent, localised customer communication

    0
    10 months ago
    Molly KatolasNew Participant

    HTML table formatting in ticket notes/comments via APISubmitted

    There seems to be a limitation on HTML formatting via API when adding notes or comments to tickets/conversations. Some HTML formatting is allowed and parsed just fine, but tables specifically are stripped out and left unformatted. We have an integration where the best way to surface the information to our customers is via table, and this limitation makes our comments back to customers more confusing than they need to be. HTML formatting is pretty standard in text API calls, so I think this is a pretty big oversight and should be added into the availability of the API.  

    1
    Sonal Raval
    10 months ago
    Qeyas HamkarNew Participant

    Editable Subject Line in MessengerSubmitted

    Hello Intercom Team,We would like to request a feature that allows customers to set a subject line when starting a conversation in the Messenger. Ideally, this subject line should also be editable during the conversation so that both customers and teammates can keep the current status visible.Example: Subject: Phone Repair (In Progress)Currently, we understand that customers cannot freely set or edit a subject line in Messenger. We would love to see a native solution for this in a future release, as it would greatly help us manage conversations and keep customers informed about the status of their requests.Thank you for considering this feature!Best regards,Qeyas from Mark.One GmbH

    0
    10 months ago
    Rachel M12
    Rachel M12Connector

    Ability to Sort List of Customer Reports Associated with Tracker Ticket by Date/Time orderSubmitted

    As A: Manager of a Customer Support TeamI Want To: Be able to sort the list of Customer Report conversations or tickets associated with Tracker Ticket by exact  Date/Time orderSo I can: Create an accurate timeline of events following a critical incident and easily access the detail I need. This feature already exists in Views in the Inbox, but not in the list of Customer Reports linked to a Tracker Ticket.

    0
    Rachel M12
    10 months ago
    Fabio SeminarioNew Participant

    Custom views in the mobile appSubmitted

    Hello,It would be great if we could get the option for custom/filtered views in the mobile app.Thank you!

    5
    10 months ago
    Nurit
    Innovator ✨
    NuritInnovator ✨

    Enable Dashboard CustomizationSubmitted

    Our shift manager relies on the dashboard as a primary tool in their work, so enabling dashboard customization would greatly enhance its effectiveness. Here are some improvements we would love to see:1. The ability to add new data fields (for example handling time).2. The ability to set custom alerts for situations, such as notifications when handling time exceeds a specified limit or when there is a high volume of conversations in the inbox.3. In the Teammates tab, include an option to freeze the teammate column so it remains visible while scrolling to the right.4. The ability to filter teammates based on their away reasons.5. The option to manage teammate assignments directly from the dashboard. Since the dashboard is an essential tool for our shift managers, consolidating these controls into a single location would improve efficiency.

    0
    Nurit
    Innovator ✨
    10 months ago
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