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    Søren SvenningsenNew Participant

    Import/Export Workflows as JSONSubmitted

    I’d love to see Intercom introduce the ability to import and export workflows in JSON format. This wouldn’t just streamline workflow building—it would open the door for a stronger, more collaborative community.With import/export support, teams could develop and validate workflows in a TEST workspace, then safely move them into Production without having to manually recreate anything. This removes the risk of human error and saves a huge amount of time, especially for more advanced automations.Beyond internal benefits, this feature could empower the Intercom community to share workflows with each other, helping everyone level up. A great example of this is how n8n handles it: users can export their workflows as JSON files, share them online, and others can instantly import them into their own setup. It has sparked a vibrant ecosystem of shared solutions, best practices, and learning resources.Giving Intercom users the same ability would encourage collaboration, accelerate innovation, and make it much easier for everyone—from beginners to experts—to build better workflows, faster.

    0
    10 months ago
    Tripvia ToursNew Participant

    Add toggle to disable sent/delivered sounds in admin Messenger interfaceSubmitted

    Request for a setting to disable the audio pings that play when admins send messages and receive replies in the Messenger interface (not customer-facing). Currently these interface sounds cannot be turned off separately from incoming message notifications. This would allow admins to use the Messenger silently without affecting customer experience or existing notification settings.

    0
    10 months ago
    SaraAnastácioNew Participant

    Ability to generate a direct link to a collapsable sectionSubmitted

    At the moment, we can generate a direct link to a header in an article, but not to a collapsible section.It would be really helpful if we could also create direct links to collapsible sections — for example, when referring someone to a specific part of a long article without having to make that section a header.This would make navigation easier (especially for articles that use collapsibles for structure or organization) and reduce the need to scroll or expand multiple sections manually.

    2
    10 months ago
    Pablo EcheverriNew Participant

    Enable S/MIME or digital signing for outbound messages.Submitted

    Hello Intercom Team,I’d like to request the addition of S/MIME or digital signing support for outbound emails sent via Intercom. This feature is critical for organizations that prioritize email security and authenticity.Currently, Intercom supports SPF and DKIM, which are great for domain-level authentication, but they do not fully protect against phishing or spoofing attacks. Implementing S/MIME or similar digital signing would:Ensure message integrity and authenticity by allowing recipients to verify that emails truly originate from our organization. Strengthen trust in communications, especially for sensitive or transactional messages. Align with industry best practices for email security and compliance.As phishing and spoofing threats continue to rise, this capability would be a significant enhancement for businesses using Intercom to communicate with customers.Thank you for considering this request. Please let me know if there’s a roadmap for this feature or if additional details are needed.Best regards,

    0
    10 months ago
    Sneha NairNew Participant

    Ability to download all the previous chats of a customerSubmitted

    The users would like to be able to search the history of their support chats and be able to also browse through them by seeing the initial subject line as the title for each. Also Download of their my previous chats. 

    0
    10 months ago
    Dallan KoyleActive User

    SMS Conversation Reopening SettingsSubmitted

    Right now, the only rule that exists for tickets reopening when a customer replies via SMS is anything less than 5 days. • If a customer's last SMS conversation was closed less than 5 days ago, any new SMS will reopen that conversation. I would love to see the ability to adjust that window up or down. 

    2
    10 months ago
    maryddNew Participant

    automatically merge phone leads into users with the same email addressSubmitted

    At the moment, people who call us for the first time automatically causes a lead to be created. Oftentimes there is an existing user with the same email address, so we effectively have duplicate profiles for the same person unless someone manually merges the lead into the user afterwards. It would be nice for this to happen automatically. 

    0
    10 months ago
    maryddNew Participant

    sound volume control for chatsSubmitted

    Right now the chats have the same sound as all other conversation notifications, and they are extremely quiet (especially compared to the phone sounds) so our team is often missing these. I would like us to have the ability to:change the chat sounds so they are unique to chat and not shared with all conversation notifications. Be able to adjust the volume of the chat sounds.

    0
    10 months ago
    Duygu DemirNew Participant

    Optimize option for FIN needs some refurbish!Submitted

    Issues:Once you add a content to a missing one and create either a snippet or article from it- you can never go back or see an audit trail of what you have actually done.    There is no list anywhere where you can see which content gaps you have actually optimized. We would like to store them somewhere which them might be helpful for configuring another area.   Once you add the content and hit save, it opens the next suggestion instead of taking you back to the Optimize page, this is quite confusing and unrelated from what you were doing.    No export buttons anywhere   There is a table where they give percentages of conversations, but you can not click open any of these to see where they are stemming from- again, also no export option located.  

    0
    10 months ago
    James MohrNew Participant

    Agent Search for WebsiteSubmitted

    What the title says. Saw this post https://www.chatbase.co/changelog/agent-page Would love to have something similar from intercom without bolting on an additional piece application onto our site.

    0
    11 months ago
    BenOwenNew Participant

    Ability to remove the company field from the User Data sectionSubmitted

    It would be great to remove the company name standard attribute from the user data section, as a B2C business we don’t store or track company for our customers. Not being able to edit the second filed in the user data summary is a huge miss. 

    0
    11 months ago
    Trevor
    Innovator ✨
    TrevorInnovator ✨

    Will Intercom ever be able to support and work with Apple Business Messenger? Seeing more and more businesses with this option and it’s incredible!Submitted

    Will Intercom ever be able to support and work with Apple Business Messenger? Seeing more and more businesses with this option and it’s incredible!

    4
    11 months ago
    Lauren GiblinNew Participant

    Closed or Resolved Date for Migrated Conversations or TicketsSubmitted

    Currently when you migrated conversations/tickets the resolved or closed date is set to the date of the migration. There should be an api endpoint for this. We need to be able to look at the closed/resolved date of our migrated tickets in reporting. I’m asking for the ability to be able to set either or both the conversation closed date or the ticket resolved date when migrating tickets. 

    0
    11 months ago
    Brady PulsipherNew Participant

    Single Macro For Reply and Note?Submitted

    I have a specific use case where, every time, I send a reply via a macro and then manually add a note to the conversation. The reply is telling the customer that everything is done except that they have to open an email we sent to them. The note that I leave after is just saying “Can close once customer does X.” Once they’ve completed the task, I close the chat with no further reply. It’s just a way for me to easily know that there’s no real further action required on these chats, and that I’m only keeping them open until the task is complete.I know that I can make one macro that sends the reply and then create another macro that adds the note, but I'm wondering if there’s a way to do this with a single macro.

    5
    11 months ago
    Tyler MacDonald
    Tyler MacDonaldNew Participant

    Reposition Brand in Conversation DetailsSubmitted

    Ability to reposition the brand label in the conversation details.  When trying to set the company name, you are unable to at time as the tool tip for brand pops up and interferes with your ability to select the company name. We would love to be able to hide the tool tip OR reposition the BRAND to somewhere else in the details section.  This slows down our team as they have to fight with the tool tip. 

    0
    Tyler MacDonald
    11 months ago
    Maria MagalhãesNew Participant

    Expand the list of supported languages to include IcelandicSubmitted

    Please add Icelandic to the Supported Languages list:  

    0
    11 months ago
    Valérie PerezNew Participant

    Exporting conversations from the Tickets Portal for clientsSubmitted

    Clients viewing the Tickets Portal should be able to export conversations. 

    1
    Mark O'Rorke
    11 months ago
    JustinNew Participant

    "Create new" conversation from customer reply.Submitted

    We have customers that are deep into troubleshooting with a teammate, then send another inquiry that is not related in the middle of the thread. It would be awesome to have a  “create new conversation” option for that reply that creates a new, separate, conversation starting with that reply, and assigns it to the team inbox as a separate conversation. 

    0
    11 months ago
    Nick HoskinsNew Participant

    Delete TicketSubmitted

    There is an API call for this already.Just add the button.

    0
    11 months ago
    IncognitoNew Participant

    Add ability to set an audience to an external page through the API endpointSubmitted

    At the moment after hitting the https://api.intercom.io/ai/external_pages endpoint to upload data to Intercom we manually have to go to the Intercoms website and set an audience to that external page manually. This is a very cumbersome process as we have many pages and lots of different audiences(import sources). The ask here is to accept an audience property for this endpoint so we dont have to do it manually.Another option is to add an audience property to the https://api.intercom.io/ai/content_import_sources endpoint, and have any external page that uses that sourceid be automatically set an audience unless specified otherwise.

    0
    11 months ago
    Sonal Raval
    Sonal RavalActive User

    Ability to search by custom attributes in UISubmitted

    Hi! I want the ability to search for tickets by custom attributes in the UI. This will be a great addition for our Intercom agent experience, which we already thought we had the ability to do. Example: Since we have migrated our historical ticket data from our old system to Intercom, it would be great to be able to search for our old ticket IDs (set as a custom attribute) quickly within the UI itself. Customers often reference old tickets and it is not difficult to find those within the search feature. Currently, custom attributes like our old ticket IDs can be set and viewed on individual tickets but aren't available as searchable fields in the interface search functionality.

    1
    Sonal Raval
    11 months ago
    CamilleJJNew Participant

    Create audience modelSubmitted

    On Intercom, it's possible to create audiences for Fin using Intercom attributes: https://app.intercom.com/a/apps/nbl1a62o/automation/fin-ai-agent/settings/audiencesI use audiences by manually entering each attribute for Help Center articles to target articles to specific audiences.It would be great if it were also possible to create audiences for "Knowledge" articles.

    0
    11 months ago
    Shauni MoenssensNew Participant

    Option for clients to set a subject for a conversationSubmitted

    A couple of our customers have reached out with the question if it would be possible to add a subject to a conversation. Right now, this can be done from our side already, but customers can’t add a subject when opening a conversation at their side.Allowing them to enter a subject for a conversation would make it easier to browse through the open/closed conversations, since they’d know at one glance what each conversation is about. Right now, they have to go into each conversation separately in order to see what it’s about.

    0
    11 months ago
    Zoe StevensNew Participant

    Keep Conversation in Team Inbox After a ReplySubmitted

    Currently, when a conversation in a team inbox is assigned and a teammate responds, it no longer appears in the team inbox. It would be helpful if conversations remained visible in the team inbox even after a reply, so the team continue to monitor and collaborate.

    0
    11 months ago
    Zoe StevensNew Participant

    Custom Message When Disabling Customer RepliesSubmitted

    When we disable customer replies in a workflow, Intercom shows ‘Your conversation has ended,’ which confuses users because they think we’re not going to respond. We’d like the ability to keep replies disabled but customize the message—e.g., ‘Our team is reviewing your request’—so customers know we’ll still follow up.

    0
    11 months ago
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