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    Martin S11Active User

    Add profile avatar attributes for emailsSubmitted

    Hi, we are missing to be able to add our profile avatar in the emails so our costumers see who is sending or replaying to emails. Most of other email apps have that. Please add Author picture attributes.

    1
    11 months ago
    Artiom CConnector

    [Feature Request] API Access to Banner Content for Mobile SDKSubmitted

    Feature Request: API Access to Banner Content for Mobile SDKCurrently, banners are only supported on web and mobile web, but not on native mobile SDKs (iOS and Android). This creates a gap when communicating important announcements—like maintenance windows or service updates—to mobile app users.Requested Enhancement:Add an API endpoint to retrieve active banner content, including:Banner title and message text Visibility/targeting rules Dismiss state Scheduling informationThis would allow developers to:Display banner content natively in mobile apps Maintain consistent messaging across web and mobile platforms Programmatically access critical announcements for custom UI implementationsBusiness Impact:Many teams use banners for time-sensitive communications (outages, maintenance, critical updates). Without mobile SDK support or API access, mobile users miss these important notifications, creating an inconsistent experience and potentially leaving users uninformed during critical events.Proposed Implementation:A REST API endpoint like GET /banners that returns active banners matching the current user's targeting rules, similar to how the newsfeed API works.

    0
    11 months ago
    Artiom CConnector

    [FEATURE REQUEST] Enable Runtime Region Configuration in runtime for Workspace MigrationSubmitted

    Feature Request: Runtime Region Configuration for Mobile SDKCurrently, the Mobile SDK requires region configuration to be set in AndroidManifest.xml/Info.Plist using meta-data tags, which are read only at app startup and cannot be changed at runtime. This creates limitations when working with workspaces in different regions or during migration scenarios.https://developers.intercom.com/installing-intercom/cordova-phonegap/data-hosting-region-configuration Requested Enhancement:Add the ability to configure the Intercom server region at runtime, similar to how the existing changeWorkspace() method works. This would allow developers to:Switch between workspaces in different regions without rebuilding the app Support migration scenarios from US to EU/AU regions more seamlessly Handle multi-region deployments dynamicallyProposed Implementation:Option 1: A new method like setServerRegion(region: String) that accepts values such as "US", "EU", or "AUS" and can be called before or alongside workspace changes.Option 2: Enhancing the existing changeWorkspace() method to accept an optional region parameter, like:changeWorkspace("api_key", "app_id", region: "EU")This would let developers switch both workspace and region in a single call, making cross-region migrations much smoother without needing separate app builds.Business Impact:This would significantly improve the developer experience for regional workspace migrations and eliminate the need for separate app builds for different regions. 

    0
    11 months ago
    Artiom CConnector

    [FEATURE REQUEST] Enable Runtime Region Configuration in runtime for Workspace MigrationSubmitted

    Feature Request: Runtime Region Configuration for Mobile SDKCurrently, the Mobile SDK requires region configuration to be set in AndroidManifest.xml/Info.Plist using meta-data tags, which are read only at app startup and cannot be changed at runtime. This creates limitations when working with workspaces in different regions or during migration scenarios.https://developers.intercom.com/installing-intercom/cordova-phonegap/data-hosting-region-configuration Requested Enhancement:Add the ability to configure the Intercom server region at runtime, similar to how the existing changeWorkspace() method works. This would allow developers to:Switch between workspaces in different regions without rebuilding the app Support migration scenarios from US to EU/AU regions more seamlessly Handle multi-region deployments dynamicallyProposed Implementation:Option 1: A new method like setServerRegion(region: String) that accepts values such as "US", "EU", or "AUS" and can be called before or alongside workspace changes.Option 2: Enhancing the existing changeWorkspace() method to accept an optional region parameter, like:changeWorkspace("api_key", "app_id", region: "EU")This would let developers switch both workspace and region in a single call, making cross-region migrations much smoother without needing separate app builds.Business Impact:This would significantly improve the developer experience for regional workspace migrations and eliminate the need for separate app builds for different regions.

    0
    11 months ago
    Jessyca Partica
    Jessyca ParticaNew Participant

    Reply to specific messages with visual reference (like WhatsApp)Submitted

    Currently, Intercom does not offer a native feature to reply to specific messages with a visual reference, similar to how it works on WhatsApp.In WhatsApp integrated with Intercom, when a customer replies to a message, you can see the original message being referenced within the conversation thread. However, this “reply with visual reference” functionality is not available in the web Messenger or other channels.This feature would be very helpful for managing conversations that include multiple questions or messages in sequence, improving clarity and context for both customers and teammates.Expected benefits: Clearer communication in multi-message conversations; Faster and more organized responses to specific points; A more intuitive and modern chat experience.

    1
    Andrii Fedyk
    11 months ago
    Christina HillNew Participant

    Phone calls to 'ring' when awaiting pickupSubmitted

    Feature Request: Unique and Repetitive Sound Notification for Incoming CallsCurrently, Intercom uses a standard "chirp" sound for incoming calls, which is the same as other notifications. This makes it difficult to distinguish between incoming calls and regular chat messages, potentially leading to missed calls.Request details:Implement a unique sound specifically for incoming calls Make the sound repetitive to draw more attention Ensure the sound is distinct from conversation notifications Allow customization of the incoming call sound (if possible)This feature would significantly improve call handling efficiency, reducing the likelihood of unanswered calls and helping support teams prioritize their responses appropriately.

    1
    11 months ago
    Liam BashamNew Participant

    Internal Fin AI (FAQ Assistant) for EmployeesSubmitted

    We need an internal version of Fin that CS and Sales can use to quickly ask product questions without creating tickets or needing to access demo accounts where fin is installed.Today we use Fin in a demo workspace, which adds unnecessary users and overhead. An internal Fin powered through the existing Slack integration would let teams get fast, accurate product answers without triggering support workflows.This would reduce friction, eliminate extra setup, and make Intercom a true internal knowledge assistant.

    2
    Luka Dujmovic
    11 months ago
    Valérie PerezNew Participant

    Clients cannot modify the priority of a ticket after creationSubmitted

    Clients have the ability to choose the priority when creating their ticket. This action cannot be modified later on their side, only on ours.

    0
    11 months ago
    Megan CarterNew Participant

    Phone support for SpainReleased

    Currently we’re not able to offer phones as a channel to our Spanish customers

    3
    Paul D
    11 months ago
    Pamela Van Gasse
    Pamela Van GasseActive User

    Conversation export to PDFSubmitted

    For now, it is only possible to export a conversation/ticket to a .txt format.It would be nice to have it in PDF format, including a nice layout.Our teammates for example export tickets to send them to a Service Manager for escalation. 

    2
    Paul D
    11 months ago
    Morgan DeanNew Participant

    Conversation Export to pdf or imageSubmitted

    It would be extremely helpful to be able to export conversations as a pdf, image, or other file type that conserves the formatting and provides a visual proof of attachments. The text file that it exports as, that’s currently the only option, is not very useful for providing proof of customer communications and delivery of digital products when countering a customer dispute and the like.

    1
    Paul D
    11 months ago
    Sophie LamontNew Participant

    New Reporting Filter to exclude conversations only Fin is involved inSubmitted

    I am looking to see if there is a chance that a new filter could be added into Intercom that allows you to filter out conversations where Fin is the only agent that interacted with the customer from start to finish. Using the “New Conversations” metric, there is a lot of extra noise when not being able to exclude that. Our intention is for managers to be able to pull conversations from the drill in that were completed by teammates at random, and for no specific teammate, so all of the teammate filters are not of any help. We do not want extra conversations where only Fin interacted to create extra confusion for managers when trying to look at the drill in. 

    1
    11 months ago
    KimberlyNew Participant

    Tags Appearing at the top of ConversationSubmitted

    I would love to see the option for the conversations/tickets tag(s) to appear at the top of the ticket. This way I dont have to scroll through my chat to see what has been tagged. 

    7
    11 months ago
    Elma ZejnilovicNew Participant

    Voice-to-Text Functionality for Chat InputReleased

    It would be incredibly helpful to have a voice-to-text feature built directly into the chat interface. This would allow users to dictate messages using their microphone, making it faster and more convenient to respond—especially in situations where typing isn’t ideal. A simple button to activate voice input could greatly improve accessibility and efficiency for all users. I’d love for the team to consider this as a future enhancement to the chat experience.

    4
    Paul D
    11 months ago
    Nicole Alvarez
    Nicole AlvarezNew Participant

    Feature Request: Customer-Facing Sort & Search in MessengerSubmitted

    Hi Intercom Team,We are launching Intercom soon and have identified a key missing feature for our customers.Currently, customers cannot sort or search their own conversation and ticket history within the Messenger. This will make it difficult for them to find past information as their history grows.We request the following features be added for the end-user in the Messenger window: Sort & Filter: Ability for customers to sort their 'Messages' and 'Tickets' tabs by criteria like Last Update, Date Created, and Ticket Number. Search: A search bar within the 'Messages' and 'Tickets' tabs to find past conversations by keyword or ticket ID. This would significantly improve our customers' experience and help them self-serve.

    0
    Nicole Alvarez
    11 months ago
    PatrickHNew Participant

    Do not unassign from teammate when added to inboxSubmitted

    Whenever a conversation is assigned to a team inbox, the assignee is lost.Suggestion:keep existing assignee if the assignee is part of the teamOf course, could also be either configurable or a little pop to ask. But for us, the current behavior is not practical at all. 

    0
    11 months ago
    Yuval BitonNew Participant

    Voice RecordsReleased

    It would be amazing if you could add a voice recording feature to your chat. This addition would enable us to assist our clients 'on the go', providing them with tailor-made, audio responses.Thank You! P.S - I am very aware of the fact that you have a Beta version, please don’t mention it in your answer..

    6
    Paul D
    11 months ago
    Jorge BritoNew Participant

    Fin can use Internal Article as content (not just Copilot)Released

    To teach Fin new content, to use not just on Copilot but in its AI answers, the feature to enable it to use content from Internal Articles would be nice.Sometimes there is information we do not wish to publicly announce in a Help Centre Article, but we would like Fin to use nonetheless.I realise we can upload a PDF instead, etc, but this would be much more practical and manageable.This even seems to be an option, except it then shows this message - ‘Internal articles are for internal use only and never available for AI Agent.’ 

    2
    Paul D
    11 months ago
    melissa.novi
    melissa.noviNew Participant

    Remove priority star via a workflowReleased

    You can add a priority star to a conversation through workflows, but it doesn’t seem that you can remove one. There are situations where my team manually removes the star once they’ve responded to a thread. I’d like to automate removing the star once a reply is sent so they don’t have to remember to remove it. 

    2
    Paul D
    11 months ago
    Brittany GodfreyNew Participant

    Ability to generate PDF of Reports to ShareReleased

    In the past, you had the ability to email a PDF version of certain reports pages. Then, I could share those w/ my clients. Currently, I have no way of sharing vital intercom stats with my clients because they do not and will not ever have intercom seats. For now, I can use the legacy feature but once it is deprecated my time spent on reporting will skyrocket when I have to export this data, and then convert into my own charts. 

    5
    Paul D
    11 months ago
    ChelseaNew Participant

    Allow specific report sharing with teammates that do not have access report permissionsReleased

    Currently it’s not possible to share specific reports with any teammate in the workspace regardless of their general reports access permissions.For example, if you don’t want a team to have general reports access permissions but you want to create one custom report that they can view whenever they want, that isn’t possible. It would be ideal if reports access could be managed similar to how Google Drive works, where managers can access an entire folder and viewing permission can be granted to specific team members for specific docs within that folder.

    3
    Paul D
    11 months ago
    Madeline G.New Participant

    Exporting Reports/Dashboards for External StakeholdersReleased

    We would like the ability to export dashboards from Intercom for sharing with external stakeholders who do not have access to our Intercom workspace. Currently, dashboards and reports within Intercom can only be viewed by users with direct access to the Intercom platform. This limitation makes it difficult to share performance metrics, support KPIs, and insights with stakeholders such as clients, investors, or cross-functional team members who don't use Intercom.Proposed Solution: Provide an option to export full dashboards (Not just individual charts or drill-ins) as shareable formats. Ideally a public URL with restricted access, but a PDF would be acceptable as well. This would allow teams to easily distribute critical data outside the organization while maintaining control over what is shared.

    2
    Paul D
    11 months ago
    User2149Active User

    Automatic language detection and translationReleased

    I would love to have a feature where Intercom would recognise the language of the customer and have a button where you can let the inbox translate the message for you. Also automatically translate your own messages to the language of the customer without needing to click the translate AI button every time. This is currently also not available in Dutch btw.Both Front and Zendesk offer this.

    7
    Paul D
    11 months ago
    Hebe Neate-CleggNew Participant

    Specify audience when testing FinReleased

    Many of our articles/guidance/snippets are audience-filtered, and we want to ensure that answers work as expected for those audiences specifically, but when using the Fin preview testing environment, there doesn’t appear to be a way to pretend we are within a specific audience to ensure that the answers are working as expected. This is essential to check our measures are working effectively and without it we’re essentially going in blind and hoping for the best!A good solution would be a simple dropdown within the testing environment that says “I am in X audience” so that only articles/guidance/snippets applicable to that audience are used during testing.

    6
    Paul D
    11 months ago
    Ben GerryNew Participant

    Filter out Duplicate cases from a searchSubmitted

    I would like to filter out Duplicates from my search but it’s not possible. Some other attributes have the options “is true”/”is false” but not this one. This implementation could greatly enhance our operations as we get a lot of dupes. Thanks

    0
    11 months ago
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