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    Innovator ✨
    Gerald PradoInnovator ✨

    Enable fin to understand Emoji as ratings in CSATSubmitted

    We would like an enhancement to Fin to be able to understand when a customer responds to the CSAT rating with the corresponding Emoji.  Often when customers are responding to a survey request for CSAT they give us the Emoji instead of the numerical value and Fin does not record the CSAT response and the team member misses out on the CSAT.  

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    Innovator ✨
    10 months ago
    Shane WaNew Participant

    Allow Charts to Override Date Range of ReportSubmitted

    When building a report, I’d like to set charts to override the report date range so they ignore it.This would allow me to set a chart to Today when building the report, and it would always show Today when the report is set to Last Week.This would allow me to have charts showing multiple date ranges in the single report. A chart for Today, a chart for Last Week, a chart for last 4 weeks etc. etc. 

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    10 months ago
    Andrea De LucasNew Participant

    Read/Skimmed/Glanced reportingSubmitted

    Open rates are interesting however they don’t provide the full picture. Please provide email interaction reporting based on how much time an email recipient actually spent with the email, classifying their interaction into Read/Skimmed/Glanced reporting.

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    10 months ago
    Sonal Raval
    Sonal RavalActive User

    Team presence on table layoutSubmitted

    We want the ability to see team presence via the table layout of tickets. It’s available in chat layout and on the actual ticket so it would be helpful to see on the table layout too.

    1
    Sonal Raval
    10 months ago
    Serena EdwardsNew Participant

    Show customers that teammates are "away" when away status is turned onSubmitted

    When a teammate turns on their “away” status, customers should be able to see that the teammate is “away” so that they don’t expect an answer real soon. Fin told me that customers did see the “away” status but I found out that they indeed do not see this and it’s more an internal thing for other teammates. This does not work for us since I am the only one doing customer support. 

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    10 months ago
    Sophie PowellNew Participant

    Have pre-set subject lines for certain Macro's when usedSubmitted

    When sending an outbound conversation by email, it would be good if you could set specific subject line for consistency E.g. “Important information” as the subject line which is pre populated when you use a macro.

    0
    10 months ago
    Frazer from PetboostNew Participant

    Add Tella (Tella.tv) alongside Loom, Wistia, YouTube for supported video platforms?Submitted

    Hey,Quick feature request - can you add Tella.tv to your supported video platforms?We host all our tutorial videos on Tella but when we try to add them to outbound messages or articles, the video URL field doesn't accept Tella links. We can see you support Wistia, Loom, YouTube, Vimeo, etc., but Tella's missing from the list.Right now we're attempting to use HTML iframe embeds as a workaround which doesn't quite do the trick. It'd be great if we could just paste the Tella URL like we can with the other platforms. They are growing in popularity and will be more and more widely used in the SaaS space in the coming months.Tella embed URLs look like: `https://tella.tv/videos/VIDEO_ID/embed`Let me know if you need any other info or if there's a way we can help make this happen. I have a personal relationship with the Tella founders and have also reached out to them directly.Cheers!

    1
    10 months ago
    Maritan LouisNew Participant

    More control on slack notifications settingsSubmitted

    Slack notifications settings are very limited and it would be helpful to have functionalities like a way to automatically group Slack notifications into threads by ticket, and have more control on what new conversations/replies will actually trigger notifications, as currently there are only emoji, mentions, and keywords. 

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    10 months ago
    Pamela Van Gasse
    Pamela Van GasseActive User

    Workflow that handles all reactions to a postSubmitted

    At this time, it is possible to create a workflow that handles a reaction to a post.However, in the flow, you need to set the audience rules to one or more specific posts.It would be nice to be able to create a workflow that handles all reactions to all posts, without having to select the posts one by one. And without having to change the workflow each time a post is added.

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    Pamela Van Gasse
    10 months ago
    charly horizonNew Participant

    what if Intercom Add Haitian Creole language support for Fin AISubmitted

    I would like to suggest adding Haitian Creole (Kreyòl Ayisyen) as an official language that Fin AI can understand and respond in.Haiti has millions of native speakers, and a large part of customer support interactions in the Caribbean happen in Haitian Creole. For businesses like mine, being able to serve our customers in their own language is extremely important, especially when dealing with support, instructions, refunds, account information, or any customer-care situation.Right now, Fin works perfectly in English and French, but Haitian Creole is not yet supported. Adding this language would allow thousands of companies to offer fully accessible, inclusive, and natural support experiences to our audiences.Haitian Creole is simple, structured, and one of the fastest-growing languages online. Supporting it would open Intercom’s ecosystem to a whole new market.If Fin AI could understand and speak Haitian Creole natively, it would be a game-changing upgrade for customer support in Haiti and the diaspora.Thank you for considering this important addition

    1
    10 months ago
    Lance RomighNew Participant

    Download MediaSubmitted

    There should be an option to export all media in a conversation. I am looking through a conversation and selecting pictures  one by one; which takes way too long. There should be an option to not only export the conversation, but to export all media to a compressed folder. 

    0
    10 months ago
    SaraaaaNew Participant

    Macros for User notesSubmitted

     I would love to suggest to please please add macros for user notes! I type a lot of the same notes all day and it would be super helpful to have macros for notes.

    1
    10 months ago
    Roswitha CesarattoNew Participant

    Improve informal German AI translationSubmitted

    Informal German is not consistently being applied. Sometimes the text is formal, even though “German” is selected and not “Formal German”  Presumably, it is because a polite phrase was used in the original text.

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    10 months ago
    Marco BernardNew Participant

    Add Zendesk-style ticket sorting to Intercom’s Chat/Table View + Enable full-ticket opening in Table View (no new tab)Submitted

    Hi everyone,I’d love to request two improvements to Intercom’s ticket navigation and sorting experience.In Zendesk, tickets can be sorted within the same layout using “status categories,” which provides a very clear overview of what needs attention. I’ve included a example screenshot for reference.I would really appreciate having similar sorting options available in Intercom:1. Chat ViewIt would be extremely helpful to sort all conversations directly within the Chat View (e.g., by status, state, or custom categories), without relying on separate filtered Views.2. Table ViewTwo enhancements would make this view significantly more usable: The ability to sort tickets by status/state in the same way as described above. An option to fully open a ticket within the same tab, instead of only seeing a preview or needing to open a new tab. These adjustments would provide a clearer, unified overview and reduce the need to switch between multiple Views. As far as I know, Intercom doesn’t currently offer a way to achieve this in the main layouts.If further clarification is helpful, I’m happy to provide additional examples or walk through the use case.Thanks a lot for considering this.

    0
    10 months ago
    Alyson McGregorNew Participant

    Be able to see if someone is viewing a ticket before selecting itSubmitted

    It would be awesome to be able to see if someone is viewing a ticket before clicking on it. This way, agents would know to skip over a ticket if their teammate was already viewing it. Right now, the only way to know that is if you actually click on a ticket and open it (even then, sometimes it’s hard to notice if someone is looking because the icons are kind of small and not very noticeable). 

    1
    Sonal Raval
    10 months ago
    Karyna KuznietsovaNew Participant

    Logs of conversations assignment in UISubmitted

    We use balanced assignment and our team is not that big. This leads to situations when some conversations may stay in queue for a very long time without being assigned. Team activity logs does not show full information when the user went inactive due to closing tabs or smth and conversation events do not show any info about whether system tried to assign it to someone and what the verdict was. This will give much more visibility into how conversations are assigned as well as provide tools for performance and shift management. 

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    10 months ago
    Darjus SaksonConnector

    human approved check markSubmitted

    idea to add human approved check mark visible for customer in answers which were checked by person.in this case customer will know that answer is checked and can be taken spuriously 

    0
    10 months ago
    Roswitha CesarattoNew Participant

    up-to-date OS and browser information in user conversationsSubmitted

    The user OS and browser information in tickets is inaccurate/incomplete - can this be changed/updated?--- inaccurate/incomplete information regarding browser version and OS: Last Mac version visibla is Catalina, Windows only up to Win 10. Browser does not show subversions (example Google Chrome, 143.0.0.0)

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    10 months ago
    Nicole Alvarez
    Nicole AlvarezNew Participant

    Product Request: Subject Line First in Ticket ViewSubmitted

    🚀 The Request: Subject Line PriorityWe are requesting the ability to adjust the display order in the ticket view so that the “Ticket Subject Line” is the first piece of information visible at the top of the ticket thread, replacing or appearing immediately before the list of participants. 🛑 The Current Problem Currently, the default display order within a ticket places the list of participants (the agent assigned, the user, etc.) at the very top. While participant information is necessary, it often means agents have to:1. Scan past the list of names/avatars.2. Look lower down the screen to find the Subject Line.3. *Only then, gain the critical context needed to understand the issue. This small, repeated step adds precious seconds to the time an agent takes to quickly understand what a ticket is about, especially when rapidly triaging a backlog of recently opened tickets. ✅ The Proposed Value & Solution By making the subject line the first visible line in the ticket view, we could achieve a more efficient workflow:1. Faster Triage: Agents can grasp the core issue at a glance without having to scan down.2. Improved Context: The most relevant information (the “What” of the ticket) is prioritized over the names (the “Who” of the ticket).3. Reduced Cognitive Load: Agents can immediately focus on the issue description, improving speed and accuracy. This change would be a small UI adjustment but would have a huge impact on the day-to-day productivity of high-volume support teams. Would others in the community find this useful? Please upvote if you agree!

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    Nicole Alvarez
    10 months ago
    Pamela Van Gasse
    Pamela Van GasseActive User

    Email sender should be language sensitiveSubmitted

    When a teammate sends a reply to a user, the email is sent from “teammate from brand”.In multinational companies like ours, it should be possible to translate that “from” word.For example in France : teammate de brand or in the Netherlands : teammate van brand.

    1
    10 months ago
    Michael PicqueurNew Participant

    Quick add snippets on replySubmitted

    Hey everyone,I started working with FIN a few weeks ago and I noticed FIN doens’t reply to as many mails as I wished.With the help of your amazing Customer Support (he knows) I managed to improve the response rate, but I got an idea while replying to mails/conversations/tickets that FIN didn’t pick up.Since the reply I gave to customers was the right answer (ofcourse right?) I missed a button where I could instantly make a Snippet of the conversation.It would be awesome if there was button, or possibility, to instantly add the question and answer as a Snippet, in stead of me making copy pasting it to a Snippet.Glad to hear how I’ve thought of a major breakthrough in efficiency 🤝🏼Kind regardsMichael

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    10 months ago
    An BroekmansNew Participant

    remove a user from the "seen" list for outboundsSubmitted

    When testing my tour in the real world (as it often differs from the preview world) I can only follow this tour one time. With every edit I need to create a new user in my application (which follows a tedious creation procedure) before I can retest the tour. It would be nice to be able to reset the ‘seen’ status for a particular user (test user).The suggested workarounds with copying tours seems a lot of efforts versus resetting the ‘seen’ status of a user. Thank you for considering this.

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    10 months ago
    An BroekmansNew Participant

    Make an existing attribute obliged before closing a conversationSubmitted

    When creating views for conversations I use organization as field. As this is an existing attribute which I now can not make obliged to fill in before the conversation is closed, conversations are missed in this view.I can only mark newly created attributes as obliged, not existing ones. Thanks for considering it.

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    10 months ago
    Tonje Ness Meinhardt
    Tonje Ness MeinhardtActive User

    Persistent Privacy Policy NoticeSubmitted

    Hi, we would like to suggest that the Privacy Policy Notice remains visible and static in every conversation (Or be able to choose that it’s always there), including when returning to the messenger in the same browser or tab. Currently, it appears that once a user dismisses the notice, it does not reappear when they return later. As it stands today, you can close the Privacy Policy notice, but it does not reappear the next time you access the messenger in the same browser. At least, that is the impression we have. It only seems to return after clearing browser data.

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    Tonje Ness Meinhardt
    10 months ago
    Tonje Ness Meinhardt
    Tonje Ness MeinhardtActive User

    Preview/Test Window for CopilotSubmitted

    Hi, we would like to request a preview or test window for Copilot, similar to what is available for Fin AI. This functionality would make it feel safer and more convenient to experiment and test Copilot without affecting live conversations. Currently, many users hesitate to open an existing customer interaction just to test Copilot, which limits adoption and confidence in the tool. A dedicated preview environment would encourage learning and exploration in a controlled setting.

    0
    Tonje Ness Meinhardt
    10 months ago
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