Product Wishlist | Community
Skip to main content

Your Guide to Joining the Beta Group & Navigating the Product Wishlist

Join the Beta Group 🎉 You can now join the Beta Group and get exclusive early access to product betas, share feedback and contribute to shaping the In...

    Idea Pipeline

    Filter by idea status

    Browse by category

    3483 Ideas

    Back to top of the list
    Tom HiggsNew Participant

    Attachments panel or section within conversationsSubmitted

     A panel or section within the conversation to see all screenshots and files uploaded in one place rather than scrolling through the chat to see them. If the conversation is lengthy and multiple attachments shared, it can be confusing to see it all this would help have a place where all media shared is displayed.

    0
    10 months ago
    MicANew Participant

    Add Luma to social links in OutboundSubmitted

    Please add more social icon options to the social links block, specifically Luma, so we can include it alongside our other social media links.

    0
    10 months ago
    Sonal Raval
    Sonal RavalActive User

    Ability to add CC in chat windowSubmitted

    Requesting a feature request regarding a customer’s ability to CC or add additional participants directly from our chat window within a conversation or ticket.The current lack of this functionality is creating a major bottleneck by forcing our teams to manually add the CC’s in every time and this also creates a less than fortunate experience for our customers who have 24/7 support and need to include team distros to support a follow-the-sun model. This is severely impacting our resolution time and customer satisfaction. We are also requesting the ability for us to build workflows so we can create a button or some mechanism for customers to add emails in CC at any point in the conversation or ticket from the chat window.

    0
    Sonal Raval
    10 months ago
    Darjus SaksonConnector

    Round-robin unassigned tickets assignationSubmitted

    My suggestion is to update the round-robin assignment method to better manage ticket/conversation assignments. Specifically, it should be able to reassign tickets that were moved to 'unassigned' back to agents who were set to 'away' or had their status changed to 'reassigned'. It should also allow for tickets to be manually moved to the 'unassigned' queue.While the balanced method works well, it can be demotivating, particularly in small teams. In such teams, those who work harder end up receiving more assignments, which creates an imbalance.For example, we work based on ticket statuses rather than conversation statuses. As it stands, the person who solves the most tickets also ends up receiving more new ones. This becomes even more problematic in a team of four when one agent is out of the office for a week. During their absence, their colleagues resolve a significant number of tickets, but once that person returns, all pending conversations are reassigned to them, which can be overwhelming.

    3
    Trevor
    10 months ago
    Alicia FerreiraNew Participant

    Ability to see the exact time that an SLA will expireSubmitted

    Right now there’s only an estimated timeframe for when an SLA will expire, like 2 hours for example. There’s no way to see the exact time that it will expire which is extremely frustrating. We need to play mental gymnastics at the end of the day or on a Friday to look at when a customer last responded, then calculate the exact time that it will expire, then do the same thing for all tickets with an SLA. Zendesk lets you hover over it and it shows the exact time it will expire- super easy and efficient. Please please please make this a feature so we don’t have to do more work to figure out when we have to respond by. 

    1
    Trevor
    10 months ago
    DebsNew Participant

    Allow conversations to be archivedSubmitted

    We would like the option for customers to be able to archive old conversations in the messenger. At the moment, all conversations appear in the list, whether they are open or closed. This would mean customers can easily see what they have open and needs attention. 

    0
    10 months ago
    Oliviervdh
    OliviervdhNew Participant

    Customize height and width of messenger when showcasing a Canvas sheet appSubmitted

    Make it possible to customize the height and width of the messenger when it is showcasing a Canvas sheet app as iframe in the messenger

    0
    Oliviervdh
    10 months ago
    Oliviervdh
    OliviervdhNew Participant

    Make canvas app sheets be able to open in the expanded messenger stateSubmitted

    Make it possible for a sheet app in the messenger to open in the Intercom messenger scenario where it is wider and bigger (as it is when you click 'expand' on the expand messenger button in the header of the messenger or as it shows in its bigger state when you are reading a help center article in the intercom messenger)Here you can see the ‘expanded’ state that I’m talking about: 

    0
    Oliviervdh
    10 months ago
    Oliviervdh
    OliviervdhNew Participant

    Messenger home app to call JS in my site/appSubmitted

    When creating a canvas kit app make it possible for messenger home apps to call a function in the installed app/site or execute arbitrary JS in the installed app/site.

    0
    Oliviervdh
    10 months ago
    Tonje Ness Meinhardt
    Tonje Ness MeinhardtActive User

    Access to Copilot Conversation History Linked to Customer's conversationSubmitted

    Hi, another suggestion we would like to add: Access to Copilot Conversation History Linked to Customer's conversation (For backoffice tickets)We would like to request a feature that allows us to view the conversation history between the customer advisor and Copilot, directly linked to the customer's conversation. In our workflow, we actively handle back-office tickets related to errors detected in sources and the way Fin AI responds. We rely heavily on conversation history attached to tickets to correct mistakes and improve content, as this helps us avoid misunderstandings. Currently, we have a back-office ticket type called Report on Fin AI, which is an effective way for us to improve our content and processes. We also created a ticket type called Report on Copilot, but so far, this does not function in the same way. Having Copilot conversation history linked would make this process much more efficient and help us maintain accuracy. I recall that last year there was a “Report” button in Copilot to flag mistakes to the back office, if my memory serves me correctly. It would be very helpful to have a similar feature again. Our internal routines are extremely strict and must remain accurate at all times.

    0
    Tonje Ness Meinhardt
    10 months ago
    Tonje Ness Meinhardt
    Tonje Ness MeinhardtActive User

    Scheduled Publishing and Unpublishing of Articles and SnippetsSubmitted

    Hi, a suggestion we would like to add: Scheduled Publishing and Unpublishing of Articles and Snippets (Internal and External) We would like to request a feature that allows scheduled publishing and removal of articles and snippets, both internally and externally. Similar to how social media platforms like Facebook enable scheduled posts, this functionality would help us manage content more efficiently. Often, we prepare content in advance for upcoming features or news. Having the ability to schedule publication ensures that this content goes live at the right time without manual intervention. Likewise, when certain features or information become obsolete on specific dates, it would be very helpful to automatically unpublish related articles on the same day. This functionality would also be beneficial during planned absences, such as vacations, or when key resources are unavailable. With scheduling in place, processes can continue seamlessly without requiring someone to manually update content.

    0
    Tonje Ness Meinhardt
    10 months ago
    Charlie MarmuszewskiNew Participant

    Fin escaltion rule for a chosen workflowsSubmitted

    It would be great to be able to create an escalation rule that will work only for one workflow. Or maybe to create an escalation rule based on the teammates acitivity - if active then escalte to team, if not active - let fin answer? What I want to do is to collect Fin attributes in every single conversation but I don't want Fin to handle all chats. 

    0
    10 months ago
    OakleyNew Participant

    Integrating A Timer to Intercom Inbox ChatsSubmitted

    It would be nice to see a timer ⏰ that could keep track of how long your conversation is going in Intercom when you start a conversation with a client, to keep you on track with how long your convo is going.It could be right above or below the ‘Description’ tab on the right-hand side and could be toggled on/off.Pair that with, if there was a way to incorporate Fin (or Co-Pilot) to prompt you at scheduled minutes.Example: (At 15 min. into the convo) Fin could send a custom prompt that says, “Looks like your conversation is going well, has there been any progress in this conversation?”And when your chat gets past a certain time, the clock could turn red to indicate its time to start wrapping up the chat.Finally, if the chat exceeds your target chat time, a red clock ⏰ could appear next to the convo after it is closed to track lengthier conversations. 

    0
    10 months ago
    Amberlee PrescottNew Participant

    Add/hide columns in the Tickets PortalSubmitted

    The ticket table is rather condensed, especially on smaller screens (screenshot below from a Macbook Pro 13”).  This makes it difficult for our clients to read the titles and descriptions at a glance, resulting in them asking our team for an export. Some of the content is even hidden and can’t be viewed without scrolling horizontally. To make more space for the titles and descriptions, maybe there should be an option to hide columns from the table view? Ideally, the client could control that on their own view, and not change the view for other users.  

    1
    Sonal Raval
    10 months ago
    Bailey SchrammNew Participant

    Improve Fin from rating actual conversationsSubmitted

    I would love if we were able to help “train” Fin beyond content/guidance by giving a rating to past conversations that it’s been involved in. In other words, give Fin a way to learn off its previous answers, reinforcing answers we really like and highlighting/giving pointers on responses that weren’t exactly what we were hoping for. I see this as an iteration/update to the existing “Improve answer” button that appears on Fin conversations, prompting you to create new content. Instead, it could be a simple thumbs up or thumbs down, weighing the answer accordingly for future similar inquiries. 

    0
    10 months ago
    Luis CarrascoConnector

    Connect to Airbnb API to receive conversations in IntercomSubmitted

    for hospitality companies would be beneficial to be able to get conversations from Airbnb messaging app in intercom like a conversation, it’s a great opportunity for intercom to bring customers from hospitality companies and also for us to be able to automate the messaging with Fin. 

    0
    10 months ago
    jhernandisNew Participant

    Be able to customize how dates stored in people's attributes are displayedSubmitted

    Right now, if you store a date in a people attribute in either unixtime or ISO 8601 format and use it in a message, it appears in “mm DD YYYY” format.But this format is not standard for all countries; each country has its own date format, and it should be possible to adjust it so that it is displayed according to the customs and practices of the contact's destination country.For example, in Spain the format is “DD-MM-YYYY,” in other countries it is “MM-DD-YYYY,” or “DD.MM.YY.”Please keep this in mind. Thank you.

    0
    10 months ago
    HelmiaNew Participant

    admin bantu sayaSubmitted

    Supaya saya bisa gunakan porum nya

    0
    10 months ago
    ImmortalNew Participant

    Improved TicketsSubmitted

    At the moment, our workflow doesn’t fully benefit from the current ticket functionality. Tickets still act mostly as a container for chat conversations instead of a separate, dedicated space for handling customer issues.It would be extremely helpful if tickets could function as a standalone portal, where customers and the support team can communicate directly within the ticket itself - independent from the live chat flow.This would allow us to manage more complex or long-running cases, keep communication structured, track progress more clearly, and separate real-time chat from asynchronous issue resolution.

    0
    10 months ago
    ImmortalNew Participant

    Integration and Synchronization with ClickUpSubmitted

    I’m not sure if anyone do the same, but we use Clickup as our internal knowledge base and it would be great if we could set up synchronization with Clickup as well. I managed to import guides from Clickup via code, though I’m not a IT specialist, so I haven’t managed to set up synchronization, only manual import

    0
    10 months ago
    Christian TNew Participant

    Reopened conversations should be assigned to the last assigned agent as long as they have an active status, regardless of the assignment rules of the team shells.Submitted

    We have a small team and no personalized service email addresses, but many team-inboxesWe separate incoming emails into different team inboxes based on the group email address and have set the balanced assignment rule for each team inbox.Now it happens that we wait for customer responses, or customers respond again to our closed conversation. Due to the balanced assignment, the assigned agent is repeatedly removed. It would improve our service immensely if the customer response always went to the agent who last worked on the case.

    0
    10 months ago
    Tito R.
    Tito R.New Participant

    Customize the Backoffice ticket type nameSubmitted

    It would be great if there were an option for two Backoffice ticket type names: one internal, visible only to people with access to the tool, and one external, visible only to customers in shared tickets.

    0
    Tito R.
    10 months ago
    Omayra RoigNew Participant

    Enable Fin AI to reply multiple emailsSubmitted

    How it works now: Fin AI email replies from 1 email address only. This is incompatible when a workspace manages multiple brands and each brand has a different support email.Proposed solution: Fin AI is able to reply from multiple email addresses according to the Brands’ emails. 

    1
    10 months ago
    Greg HanksNew Participant

    Internal Notes in Article SidebarSubmitted

    When working on an article or Snippet, it would be great for users to write notes about the article, reasons why changes were made, why it was archived, etc. So if multiple people are using Intercom in the company, you can instantly know why a decision was made about an article. Would love a little text box for notes in the sidebar with the other options.

    1
    Tonje Ness Meinhardt
    10 months ago
    Tom HiggsNew Participant

    Do not disturb - Allow customers to mute notificationsSubmitted

    Multiple customers have asked if notifications on intercom can be muted or customised. Some find they are in the middle of working and our messages/ notifications are disturbing them. Could they configure notifications like:Silence notifications for 1,2,3 hours (Similar to Whatsapp) Only show notifications for outbound messaging (Banners, Posts) Dont show messages, only play sound or app badge icon

    0
    10 months ago
    Show more activity

    Browse by category

    • Product Areas & Popular Topics
    • Core Inbox
    • Data
    • Fin & AI
    • Integrations, API & Custom Actions
    • Intercom Community
    • Knowledge & Help Center
    • Messenger
    • Mobile Conversations App
    • Omnichannel (Whatsapp, Facebook, Instagram, X, Switch)
    • Phone
    • Proactive Support
    • Reporting
    • Security & Compliance
    • Third-party Apps & Plugins
    • Tickets
    • Workflows
    • Workload Management (Conversation Assignment)
    • Expert VOC
    Terms & ConditionsAccessibility statement