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    3160 Ideas

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    Trond DragelandNew Participant

    Reports - Last month/year and This year featureSubmitted

    Would it be possible to add a “Last Month”, “Last year” and “This year” feature? I keep having to do custom date ranges if I want to see previous calendar month’s data unless you use Past 4 weeks on the 1st of every month.It would be good to have a feature that rolls over the reports to always show the previous calendar month. Currently the custom dates you set are static unless you use the built in ones, so if you are looking for calendar months or years, you keep having to update the custom dates regularly.If I want to see performance for the current year, I also have to select custom date ranges and update them every time I check them. Ideally this could be solved with a “This year” option that automatically shows the data from the first of the current year to current date.

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    Rachel M12
    Forum|Forum|11 months ago
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    Jonathan MarbuttNew Participant

    Phone Support in Mobile AppSubmitted

    The ability to call using our phone number through the intercom app.

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    Forum|Forum|11 months ago
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    Jonathan MarbuttNew Participant

    Ability to Call Any Phone NumberSubmitted

    Ability to quickly just call a number and log it within intercom. 

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    Forum|Forum|11 months ago
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    Jonathan MarbuttNew Participant

    Click Phone Number in MessageSubmitted

    It would be great if a user is sending an email and it has their phone number in it, to just click it to add it to the user record or even just call them from there. 

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    Forum|Forum|11 months ago
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    Jeanne MerchantNew Participant

    Reusable ContentSubmitted

    It would be great to be able to create and manage reusable content, such as a particular phrase or article section that repeats across many/most/all articles, to maintain consistency and optimize workflows.

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    Forum|Forum|11 months ago
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    Jeanne MerchantNew Participant

    Term and Link Search and IdentificationSubmitted

    Currently, when searching terms/phrases in our knowledge management center, for purposes of updating them, articles are pulled, but the terms are not identified (highlighted) within the articles, making reviews and editing very painful, especially for large scale updates such as rebranding. It would also be great to be able to search and identify a URL when replacing old article links a new article.

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    Forum|Forum|11 months ago
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    Jeanne MerchantNew Participant

    Link and Page Error ManagementSubmitted

    We would love a way to flag broken links across articles to ensure a positive customer experience.

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    Forum|Forum|11 months ago
    Rachel M12
    Rachel M12Connector

    Ability to see if a conversation or ticket is linked to a tracker ticket from list viewSubmitted

    I would like the ability to see if a conversation or ticket is linked to a tracker ticket in a list view. Currently you can only see this if you open each conversation or ticket which is time consuming

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    Rachel M12
    Forum|Forum|11 months ago
    Rachel M12
    Rachel M12Connector

    Ability to Sort List of Tracker Tickets by Number of Users LinkedSubmitted

    I would like the ability to sort a list of Tracker tickets by number of users linked. There is currently an ability to sort by the number of companies associated, but this is not a true reflection of the number of user reports as it makes an assumption that all associated companies will be impacted by the same tracker ticket and in our industry this is not the case.Example:I have a list of tracker tickets, each are associated with 1 or more users. I do not have the ability to sort the list by most users linked to the tracker ticket to the fewest

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    Rachel M12
    Forum|Forum|11 months ago
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    aurora.ganNew Participant

    Configurable Ticket Portal (Add Column Feature)Submitted

    The current ticket portal has a fixed set of columns, which is not very user-friendly. Our clients have requested more flexibility because they cannot see the information most relevant to them at a glance. Having this will make the ticket portal more intuitive, reduce time spent opening tickets for details, and improve client satisfaction by tailoring the experience to their needs.

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    Forum|Forum|11 months ago
    Jesper Birkestrøm
    Jesper BirkestrømNew Participant

    Exposing envelope From/To in workflow comparisonSubmitted

    Hi,In email, it is possible to impersonate anyone in the To and From headers in Intercom.It seems that the entire Intercom system relies solely on these headers. In workflows, I can only compare on "recipient email," which turns out to be the To and CC headers.I would like to be able to compare on the RCPT TO in workflows.This makes it very challenging to use in multibrand.$ swaks --server MY_MTA --port 587 --tls\    --auth LOGIN --auth-user $SASL_USER --auth-password $SASL_PASS\    --from bill.gates@microsoft.com\    --to APP_ID@XXXXX.intercom-mail.eu\    --header "To: anybody@hq.intercom.com"\    --header "From: not-just-anybody@hq.intercom.com"\    --header "Subject: Envelope vs To test"\    --body "Hello. The envelope RCPT is Intercom ID, the header To is bogus." 

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    Jesper Birkestrøm
    Forum|Forum|11 months ago
    S
    Shyam MerchantNew Participant

    Include the Conversation Notes in the Export Conversation optionSubmitted

    The current export conversation doesn’t have the notes included, Can we have an option for the technicians to have both (One with notes, one without)? 

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    Forum|Forum|11 months ago
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    ZachBNew Participant

    Allow full-screen or zoomed view of an individual message (both outbound / inbound chats) in the messengerSubmitted

    Currently, long and complex explanations delivered to end-users are difficult to consume or view in their entirety in the messenger. Intercom product design believes that brief communication is always effective in solving a support issue, with longer explanations siloed to a static help center article. There needs to be better support for longer messages to be viewed in their entirety in the messenger. In our use-case, our agents are level 2 support, and our end-users are level 1 techs in the field. Discussions are often around complex endpoint or networking issues that often involve long explanations to be delivered - and also not in a standard enough use case that a help article can be or should be made for it. This is impacting our decision to adopt the product.I propose the option to ‘zoom’ on individual messages if they exceed a certain size (i.e. one chat extends >50% of the messenger window size.This modal is displayed in how you handle zooming on images. For example here is my option to zoom on a messenger: In my example of a complex explanation here ; you can see readable is dismal and paragraphs are difficult to parse out and consume. If there was an option to present this specific message full-screen it would be a better reading experience for the end user. 

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    Forum|Forum|11 months ago
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    KalynNew Participant

    Search phone numbers when making a phone callSubmitted

    Hello,We have quite a few phone numbers. So, when making a phone call, teammates must scroll down to select the one they need to make a call from. So, it will be great if there is an option to search numbers by name on the UI.

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    Forum|Forum|11 months ago
    ethanop
    ethanopNew Participant

    Fin an AI: Seamlessly Integrating OpenAI into Modern Web Apps with Next.jsSubmitted

    Integrating artificial intelligence into web apps can help build dynamic and engaging user experiences. When we take full advantage of large language models from platforms such as OpenAI, developers can build smart AI apps that generate text, auto-summarize content, and even answer questions. The AI software market will reach a valuation of USD 12.6 billion by the year 2028. We have formed a detailed walkthrough with a step-by-step Next.js OpenAI API tutorial integration.Why Next.js and OpenAI Are a Perfect MatchNext.js is a powerful React framework that excels at building production-ready applications. It comes with several promising features, including server-side rendering (SSR) and API routes. This makes it an ideal environment for interacting with external APIs, such as OpenAI. We utilize Next.js API routes to store sensitive API keys on the server. Hire Next.js developers who take this server-side approach to build complex, data-driven, smart applications.OpenAI’s API provides programmatic access to its ecosystem of powerful models. Combining the secure architecture provided by Next.js with the advanced AI capabilities of the OpenAI API enables people to build intelligent, AI-based applications. If your project requires this level of expertise and you need a dedicated team to help, you may want to consider professional frontend development services or hire Next js developer to bring your vision to life.Step-by-Step Guide to Setting Up Next.js Open AI IntegrationStep 1: Project Setup and DependenciesStart by setting up a new Next.js project. Install all the needed libraries, and use the official OpenAI Node.js package for making API calls. For an advanced app experience, especially for chat applications, you can also integrate Intercom with ChatGPT to enhance user support and engagement. Additionally, consider using the Vercel AI SDK to streamline the interface for various AI services.In your terminal, navigate to your project directory and run the following command:npm install openai ai @ai-sdk/react @ai-sdk/openaiopenai: The official SDK for interacting with the OpenAI API. ai: The core AI SDK from Vercel. @ai-sdk/react: React-specific hooks for the AI SDK, like useChat, which simplifies building chat UIs with streaming responses. @ai-sdk/openai: An adapter that makes the OpenAI API compatible with the AI SDK.Step 2: Securing Your OpenAI API KeySecurity is paramount. You must never expose your OpenAI API key on the client side. The best practice is to store it as an environment variable on your server.In the root of your project, create a file named .env.local and add your API key:OPENAI_API_KEY=your_openai_api_key_hereReplace your_openai_api_key_here with your actual key. Next.js automatically loads these variables at runtime. Remember to restart your development server (npm run dev) if you add or change this file.Step 3: Setting Up Next.js API RoutesAPI routes are the secure backbone of our application. They act as a serverless function that handles requests from the frontend, communicates with the OpenAI API, and sends back the response. This prevents your API key from ever reaching the user's browser.If you're using the App Router, which is the modern standard for Next.js, create a file at app/api/chat/route.ts. This file will handle POST requests from the frontend.app/api/chat/route.tsTypeScriptimport OpenAI from 'openai';import { OpenAIStream, StreamingTextResponse } from 'ai';const openai = new OpenAI({ apiKey: process.env.OPENAI_API_KEY,});export async function POST(req: Request) { const { messages } = await req.json(); const response = await openai.chat.completions.create({ model: 'gpt-4o', // Or a different model like 'gpt-3.5-turbo' stream: true, messages: messages, }); const stream = OpenAIStream(response); return new StreamingTextResponse(stream);}This code snippet highlights a few key points:Security: It uses process.env.OPENAI_API_KEY, which is only available on the server. Streaming: The stream: true option tells OpenAI to send the response in chunks as it's being generated. The Vercel AI SDK's OpenAIStream then formats this into a stream the frontend can easily consume. This is a game-changer for perceived performance.Step 4: Building the FrontendNow for the client-side you should opt for reliable frontend development services. We will make a simple user interface that sends user input to our API route and displays the AI's response. The Vercel AI SDK's useChat hook makes this remarkably easy, handling all the state management and streamlining the logic for us.In your app directory, let's create a component.app/page.tsxTypeScript'use client';import { useChat } from 'ai/react';import { FormEvent } from 'react';export default function ChatComponent() { const { messages, input, handleInputChange, handleSubmit } = useChat(); return ( <div className="flex flex-col h-screen p-8 bg-gray-100 text-gray-800"> <h1 className="text-3xl font-bold mb-4 text-center text-blue-600">AI Chatbot</h1> <div className="flex-1 overflow-y-auto mb-4 p-4 border border-gray-300 rounded-lg bg-white shadow-inner"> {messages.map((m) => ( <div key={m.id} className={`mb-2 p-2 rounded-lg max-w-lg ${m.role === 'user' ? 'bg-blue-200 self-end text-right' : 'bg-gray-200'}`}> <p className="font-semibold">{m.role === 'user' ? 'You:' : 'AI:'}</p> <p className="whitespace-pre-wrap">{m.content}</p> </div> ))} </div> <form onSubmit={handleSubmit as (e: FormEvent<HTMLFormElement>) => void} className="flex space-x-2"> <input className="flex-1 p-3 border border-gray-400 rounded-lg focus:outline-none focus:ring-2 focus:ring-blue-500" value={input} onChange={handleInputChange} placeholder="Say something to the AI..." /> <button type="submit" className="p-3 bg-blue-600 text-white rounded-lg font-bold hover:bg-blue-700 transition duration-300" > Send </button> </form> </div> );}The frontend is simple. Thanks to the useChat hook. You don’t have to manage all the background tasks. It provides ease of managing access, history, user input, and streams responses from the AI as they arrive. The UI updates in real time, so everything feels smooth and responsive as you chat.Best Practices and Further ConsiderationsError HandlingThings won’t always go smoothly, so it's important to plan for errors. Ensure your app can identify and respond to issues such as failed API requests or invalid inputs with helpful, easy-to-understand messages, rather than displaying technical errors or blank screens.Rate LimitingIf your app is live and being used regularly, you’ll want to put some limits in place to prevent users from making multiple requests too quickly. This helps protect your system and limits you from exceeding your API quota too quickly.Choosing the Right ModelNot all tasks require you to use the most powerful model. GPT-4o has high potential, but it is more expensive. If you are performing a basic task, such as text summarization or Q&A, gpt-3.5-turbo may be all you need.Final WordsBy following this Next.js OpenAI integration tutorial, you can easily add the OpenAI API to a Next.js application. Using API routes and the Vercel AI SDK, you can mention a secure, efficient, and user-friendly way to integrate the power of AI into your projects. This foundation offers a range of applications, including a Next.js AI app and content generation tools. The OpenAI API is a powerful tool, and combined with Next.js, it allows you to build intelligent web applications that truly stand out.

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    ethanop
    Forum|Forum|11 months ago
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    Heidi ChenNew Participant

    Autosave on notes and repliesSubmitted

    It would be super useful if there is an autosave feature as we are typing in the reply or writing a note. Currently we can start writing a note, move to work on another ticket and come back to pick up where we left off. However, all the content of the note/reply would be lost if we experience sudden power outage or if we logged out. This would increase efficiency since some replies take some time and additional research to come back to.

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    Forum|Forum|11 months ago
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    Heidi ChenNew Participant

    Move ticket/conversation attachment placementSubmitted

    Currently all attachments appear at the bottom, which are often missed by clients, as they are used to seeing these appear at the top, right below subject header line. Can we have this changed, so that the attachments aren’t crowding the email signatures/banners at the bottom of the email.

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    Forum|Forum|11 months ago
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    Luke CaporaleNew Participant

    Monday.com Help Center IntegrationSubmitted

    This request is to add an integration with Monday.com so that documents can be synced as internal or external articles to the Intercom Help Center.Use case:Companies that primarily use Monday.com for documentation and collaboration between internal teams, but want this documentation synced into Intercom to either display as external articles and used by FinAI or to simply be accessible to Copilot through Internal articles.

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    Forum|Forum|11 months ago
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    Josh DowdyConnector

    Being able to set a custom Outbound caller ID to the IVRSubmitted

    Right now the outbound caller ID is set to our main number we have through Intercom. Currently we forward all our 800 number and advertised local number to it so we did not need to port any numbers over.  I would like to set that Outbound caller ID to our 800 number so they see a familiar number show up.This is a big deal as right now people think we are SPAM callers since they don’t recognize the number.

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

    Include ticket history in emails to usersSubmitted

    Allthough we have configured that email history should be sent along in emails to users, we notice that this is rarely the case. The answer for the Support team we got was that the history that is sent are only messages that have not yet been seen by the user.We would like to have the option to send emails to customers that include the complete public comments from a ticket. The advantage of this is that our users are always informed which ticket the communication concerns.

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    Pamela Van Gasse
    Forum|Forum|11 months ago
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    amyking25New Participant

    Ability to hide agent status (active/last active) on MessengerSubmitted

    I'd like to have the option to disable the "active" status on our Messenger, so that customers are not able to see whether agents are online or not, and/or when they were last online. This is because we operate an asynchronous query service rather than a live chat.We deal with a very complex product in our business, and while it may look like we're online to clients we may not be responding immediately because we're spending time investigating and reviewing the answer, which then might set an unrealistic expectation if they see us online but not replying.Being able to hide the status means we can manage expectations and reduce client dissatisfaction if they're watching the messenger and our status.

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    Forum|Forum|11 months ago
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    Diana HaasNew Participant

    Ability to select a color other than yellow for important Notes to stand out in a Conversation threadSubmitted

    Currently, all internal Notes in a Conversation are yellow, making it difficult to highlight the most important urgent pieces of an interaction for our agents to take note of in a thread. The ability to choose a different color background to draw attention to critical information in a conversation thread would be a welcome improvement. 

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    Forum|Forum|11 months ago
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    Autumn WebbNew Participant

    Inbox Organization ToolsSubmitted

    The ability to color code current messages/tickets in our inbox based on the status would be helpful. Additionally, the ability to add a note to myself on the status of the ticket/message. Increased tools for inbox management as a whole. 

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    Forum|Forum|11 months ago
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    Duncan I.New Participant

    Feature Request: Enhanced Reporting for Macro Usage MetricsSubmitted

    We’re writing to request an enhancement to the reporting capabilities within Intercom to include detailed metrics on macro usage. This feature would significantly benefit our Customer Support team by providing insights into the frequency and effectiveness of macros used during customer interactions.Why This Matters:Team Oversight: Our CS Team Leads need to ensure that agents are consistently using the correct macros with the most up-to-date information. Without visibility into macro usage, it’s challenging to monitor adherence to best practices and maintain quality assurance. Leadership Insights: At a higher level, leadership requires insights into overall macro utilization to understand trends such as the most and least used macros. This data helps us optimize and refine our macro library to better meet customer and operational needs.Current Challenges:While we recognize that it’s possible to access some of this information via the API, this approach adds complexity and requires additional development resources. Intercom already offers excellent reporting tools for conversations and tickets. However, similar functionality for macros is currently missing, limiting our ability to fully leverage the platform’s capabilities for operational insights.Proposed Feature:We propose adding a built-in reporting feature that allows users to:Leverage existing reporting functionality for macro usage Track the frequency of macro usage across teams or agents Identify the most and least used macros Analyze trends in macro utilization over time Export this data for further analysisIntegrating this capability into the existing reporting suite would streamline access to critical data, empowering us to improve operational efficiency and maintain the highest standards of customer support.We believe this feature would not only enhance our experience with Intercom but also add value for other teams and organizations looking to maximize the impact of their macros.Thank you for considering this request. Please let us know if additional details or use cases would be helpful for your team to evaluate this suggestion.Thank you kindly,Justin YawnOperations LeadCoinme Inc

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    Forum|Forum|11 months ago
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    Martin PlanteNew Participant

    Prevent immediate posting when conversation was reassigned since first started typing answerSubmitted

    When a conversation is unassigned and an agent starts typing their response, if at the moment of sending the response the conversation was assigned to someone else (most likely because they also answered or have clearly specified they would), a confirmation would be displayed saying "Are you sure you want to send this response? This conversation was assigned to someone else since you started answering".This could be generalized to any reassignment since started typing, with a warning saying “This conversation was assigned to {name} since you started typing your answer. Are you sure you want to send this message?”.Or similar, you get the idea… 😉

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    Forum|Forum|11 months ago

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