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    3160 Ideas

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    D.H.New Participant

    Support Agent Text-Field for Reply writing to top - SettingSubmitted

    We Talking here about the view of the support agents,  not of the customer messenger view. Working for the whole day on a bigger screen always watching at the bottom of the screen to view and write in the small text field to reply to customers gives the support agent often neck pain.. it would be great to give the support agents the possibility to move the messenger window to the top, like it is in most mail programs which is way more ergonomically than watching to the small text window at the bottom.. maybe some users prefer this way so it could be an optional setting maybe. Thanks for all the great work intercom. 💪

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    Forum|Forum|1 year ago
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    Kamil NiemirowskiNew Participant

    Improving the adroid applicationSubmitted

    Please add more statuses for a conversation, currently we can close or put to sleep a conversation, it would be useful to have the rest of the options as it is in the web version. 

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    Forum|Forum|1 year ago
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    josieloNew Participant

    Ability to edit a published article with a version in draftSubmitted

    Hello Intercom community, Is there a way to edit the current, published version of an article, without affecting the draft version? I think an “edit current” and “edit draft” function would be really helpful. I often prepare drafted versions of articles so I can publish them when the updates are live on our software. However, delays happen, or the current feature changes, and I need to edit the current version of the article, while still maintaining the draft, ready for when the final version of the feature goes live. Here’s an example for context: I have an article for a specific feature that is undergoing some improvements. The final version of the feature isn’t out yet, but the article for the final version is ready to publish in draft. Now, part of this feature has changed, but it’s still not the final version - so I need to edit the current, published article, but I want to keep the final version in draft. I’d solve this now by publishing, then quickly unpublishing the draft, restoring the current version of the article, editing that, publishing it, then, re-drafting the original draft. Has anyone found themselves in a similar situation? How do you deal with it? 

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    Forum|Forum|1 year ago
    Angel Horowitz
    Angel HorowitzActive User

    Customizable Inbox View for Data AttributesSubmitted

    Problem to Solve:We have several teams that all live within Intercom, as well as several products. It would be great if there was an easy way to customize the side view for the different teams / products to make it more efficient for them to see what they need to assist customers. Ex: Support may need to see different fields than Onboarding, one product may need to see different fields than another product.  Example of a Custom View: Current Workaround: The current workaround is to have a Developer “Build an Inbox App”. Needing to rely on Developers to update the code to include new attributes that are requested / created, is not a sustainable long-term solution. The more we’re able to do without needing to touch the code, the better.  Request:Create a way that we can create custom views, just like we can create conversation views and things along those lines. Allow us to be able to assign those views to different people so that we don’t have to rely on new staff adding those views when they join they team.

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    Angel Horowitz
    Forum|Forum|1 year ago
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    Duncan I.New Participant

    Feature Request: Workflow Archiving for Data Retention and Workspace OrganizationSubmitted

    I would like to submit a feature request related to the management and deletion of workflows within the Intercom platform.Currently, when workflows are deleted, all associated data (such as launch time, number of times it’s triggered, updates, and other metrics) is lost, which can present a challenge for reporting purposes. While I understand the need for a tidy workspace, I have found that deleting older workflows can sometimes prevent access to valuable data that might be needed later for reporting or analysis.I propose the addition of a feature that allows workflows to be archived instead of permanently deleted. This would allow users to keep their workspace organized by hiding old workflows while still retaining the data for future reporting needs. Archived workflows could be easily accessed when needed, without cluttering the main workspace.This change would improve the balance between workspace cleanliness and the ability to retain essential data for future use. I believe it would be a valuable feature for many users who require both organized workflows and the flexibility to access past data when necessary.Thank you for considering this request.

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    Forum|Forum|1 year ago
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    Joel_SNew Participant

    Add an end date option to Messenger Special NoticeSubmitted

    @Product Wishlist team! It would be very handy to have an end date option for the Messenger Special Notice. It's really easy to accidentally leave it on for an extra day or two when normal service has resumed. 

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    Forum|Forum|1 year ago
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    Serena EdwardsNew Participant

    Ability to turn FIN back on after responding to a conversation (due to FIN not giving a correct answer)Submitted

    FIN usually stops responding as soon as I respond to a conversation, whether the customer asks to talk to a person or not. I would like the ability to turn FIN back on for any new questions the customer asks

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    Forum|Forum|1 year ago
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    LouHNew Participant

    Multi-select conversation attributesSubmitted

    We’d like the ability to use a multi-select conversation attribute. At this time, there are only single-select attribute types for conversations. Specifically, we use the list conversation attribute to track incidents associated with a conversation. If the conversation is involved in more than one incident, it’s not possible to select all of the incidents associated with the conversation. Instead, we have to choose a single incident, or create a condition for each incident option to allow for a secondary incident to be added. 

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    Forum|Forum|1 year ago
    Philipp Hofmann
    Philipp HofmannNew Participant

    Allow Fin to adapt a custom personalityPlanned

    One of the great advantages of language models such as GPT, is that it can easily cover a huge variety of different tones in the language and by that - be more human. In my feeling, this is also one of the main benefits comparing Fin to a classic Chat Bot Model.However, I feel in the current implementation Intercom lacks way behind, of what could actually be achievable here. Many other GPT based custom bots allow a setting called “Custom base prompt”, which adds a custom user input to the base prompt of the conversation, before the bot answers. This would allow users, to actually custom brand the tone of their  Chatbot and match to their brand.Intercom customers cover a huge range of different industries, corporate scales and end-customer groups, which currently all get addressed the same way, although GPT would actually be able to to this way more personal. I want to give you an example:Our customers are graduation students, so Gen-Z individuals. Fin answers very professionally atm, as it would talk with a 60 years old corporate purchaser. By adding an input field to the Fin Profile like “Set a custom tone of voice for Fin” we as a company could write there: “You are talking with Gen-Z individuals and should use a very relaxed and young communication style. Feel free to build in jokes to your answers, but to not exaggerate. Keep your answers as short as possible.” … we could adapt the voice tone of Fin to actually work seamlessly with our customers and add a huge benefit, compared to a classic chat bot.From product perspective there may be a concern of manipulating the Fin answer style too hard via the free text input, so as a variant to the implementation idea on top, I could also imagine selection dropdowns instead of free text input.  Something like:Communication tone: Professional (Default) | Funny | Rough | Flirty | Poem …Main Target Audience: 16-24 | 24-38 | 39-50 ...( or millieus, industries, free input, tbd)etc. TLDR: Setting to set custom voice tone of Fine to align with brand communication style  

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    Forum|Forum|1 year ago
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    Jakub OćwiejaNew Participant

    Intercom MCP for Europe hosted accountsSubmitted

    Hi Intercom Team,Our company is heavily investing into automation and AI tooling and we would love to retrieve Intercom data via our tooling. I see a huge progress on hosting Intercom instances in Europe.Could you please enable Intercom MCP for accounts hosted in Europe?Wishes,Jakub 

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    Forum|Forum|1 year ago
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    Andreas PoulsenNew Participant

    Allow use of Event Metadata in Dynamic Content conditionsSubmitted

    It’d be great if you would be able to use the Event Metadata in Dynamic Content conditions when creating messages triggered by events.I can insert the actual value in the message body text, but I want to show different content based on what the value is

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    Forum|Forum|1 year ago
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    Kaela WorthenNew Participant

    Allow event metadata to be used in conditional dynamic content in emailsSubmitted

    Right now I can use event metadata for triggering emails and as variables to populate content in emails, but it’s not available for conditional content blocks in emails. This is super frustrating because it’s requiring me to create a dozen+ of different versions of the same email with only one paragraph difference, instead of being able to have that paragraph conditionally swapped out. I have a lot of other events that are similar to this, so this means that instead of one email for each event, I now have a dozen+ for each event, which quickly leads to hundreds of templates and becomes impossible to manage if you need to make a minor change and have to do it across all of them instead of just in one place.

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    Forum|Forum|1 year ago
    Nurit
    Innovator ✨
    NuritInnovator ✨

    Search conversations by custom attributes using the APISubmitted

    Currently, when we want to search for conversations using the API based on a specific custom attribute, we have to retrieve all conversations first. Then, we must individually check each conversation to find the desired custom attribute value. Having the option to filter conversation searches directly by custom attribute values would simplify the process and significantly reduce the number of API calls needed.

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    Nurit
    Innovator ✨
    Forum|Forum|1 year ago
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    NickBxNew Participant

    Fin Tagging in Conversation Notes for AI Re-engagementSubmitted

    Problem Statement: Currently, when Fin (Intercom's AI agent) hands over a conversation to human team members, it cannot be re-engaged to assist further in that conversation. This limits our ability to leverage Fin's capabilities for follow-up tasks, information gathering, or customer communication during ongoing support cases.Proposed Solution: Enable @fin tagging functionality within the internal notes section of conversations, similar to how team members can be tagged with @mentions. This would allow human agents to give Fin specific directions and tasks after handover has occurred.How It Would Work: Team members could type @fin followed by instructions in the conversation notes, and Fin would receive and act on these directions immediately.Use Cases & Examples:Information Gathering: @fin - please can you find out more about how the customer has their caching setup? Customer Communication: @fin - please can you respond to the customer and thank them for their patience while we investigate. Technical Follow-up: @fin - I've found a problem with the WP Rocket plugin, ask the customer if we can change the Cache life-span value to one week. Documentation Requests: @fin - can you send the customer our guide on SSL certificate installation?Benefits:Seamless collaboration between AI and human agents Faster response times for routine tasks Reduces human agent workload for standard communications Maintains conversation context and continuity Leverages Fin's knowledge base access during complex casesExpected Outcome: This feature would create a hybrid support model where human expertise and AI efficiency work together throughout the entire customer journey, rather than being limited to initial contact only.

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    Forum|Forum|1 year ago
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    Charlie MooreNew Participant

    Ability to Add Targets/Benchmarks to Metrics/Visuals in Intercom DashboardsSubmitted

    In Intercom’s native reporting, we can see raw numbers and % change vs the previous period, but it’s not always clear if we’re on track against internal targets. While KPI tiles allow targets, and single-metric charts can display a target line, multi-metric charts cannot.Example use cases include: Static reference line in time series/line charts at the target level, even when comparing multiple metrics. Target indicator in KPI tiles showing value vs target (e.g., 67% (+4% vs target of 65%)). Optional traffic light colour coding when above or below target. This enhancement would make dashboards more goal-oriented, instantly show whether performance meets expectations, and enable comparative visuals (e.g., channel resolution rates) to display target context without splitting into separate charts.

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    Forum|Forum|1 year ago
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    Justin MulNew Participant

    Linear body rich textSubmitted

    I would like to request a feature/expansion on an existing feature.I would like the text field for the body of linear tickets to be a rich text field. Or, at least allow me to paste images. Now when documenting an issue, I always have to open it in Linear to paste images. Or download the files the customer send me and put them in the linear issue seperately. I think this could be automated and optimised. I also think it'd be smart that if a customer ticket exists on the conversation you're creating a linear ticket for, the body and title get prefilled. Obviously you should be able to overwrite this.

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    Forum|Forum|1 year ago
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    SamLewinNew Participant

    Negative CX Score Metric as a %Submitted

    We need a Metric similar to DSAT Score %, so that we can see the % of Conversations with a 1, 2, 3 CX Score rating.Without this, it’s really difficult to analyse conversations by AI topic / etc to get an understanding of the % of these conversations (we can only do this by a number at the moment).

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    Forum|Forum|1 year ago
    Rhiann Porter
    Rhiann PorterConnector

    Selecting a date in a Qualification fieldArchived

    We have a qualification field for our Contacts titled “Purchase Date” and we enter data into this field by selecting the date on the little pop-up calendar. Currently the only way to choose the date you need is clicking the arrows to move between months. We have a lot of customers who purchased their item way back in 2019, and if entering a date longer than a year ago, this method of clicking through months individually is pretty tedious. It would be really helpful if we could enter this date in a different way. Perhaps being able to choose the Month and Year in a dropdown list?  Anyone else think this would make things a bit easier?

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    Forum|Forum|1 year ago
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    Rose O'DonnellNew Participant

    Titles on the messagesSubmitted

    One of our customers has asked if it would be possible to have titles on each of the messages in their intercom chat box because sometimes we have messages open for days and it would make it easier for them to sort through them and find the one they need.

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    Forum|Forum|1 year ago
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    David MaloneNew Participant

    Training Fin to answer properlySubmitted

    Most of our users are looking for a simple quick answer to simple questions. A picture tells a thousand words so we would really want the ability to PASTE AN IMAGE into the suggested answer

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    Forum|Forum|1 year ago
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    Theo DjerkallisNew Participant

    Away reasons to be returned to teammate activitySubmitted

    Recently custom away reasons were released but also they were removed from the teammates activity page which shows log in times etc, this was a great place to go in and see everyones daily log in times and lunch times, now with the away reasons being removed we have to figure out what the gaps were, could be meetings or lunch or a call. Dashboard is great but only for realtime viewing I’d like to look back, Please bring them back to the activity page as the new away reasons mean we will use them a lot more but no where to track. 

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    Forum|Forum|1 year ago
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    Angie WallsNew Participant

    Fin AI Testing Follow Up QuestionsSubmitted

    Hello,Hoping to have the ability to ask a follow up question when testing questions in the Fin AI section.Sometimes the first answer is correct but I want to see if a customer were to ask a logical follow up question, what would be said from there. Also, now that the testing continues to be amazing, sometimes in the FinAI response it leaves off with a question. I’d like to be able to answer that question in testing and see what it says.Thank you for your consideration.

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    Forum|Forum|1 year ago
    Christian S12
    Christian S12Connector

    Ability to Reopen Intercom Tickets via Jira for Tickets IntegrationSubmitted

    Currently, the Jira for Tickets integration does not support automatically reopening Intercom tickets (or their associated conversations) when a linked Jira issue changes state. The only available workaround is to build a custom API integration, which adds unnecessary complexity and technical overhead. Problem Our support workflow requires tickets and conversations in Intercom to stay aligned with their linked Jira issues. If a Jira issue is reopened (e.g., a bug fix regresses or requires more work), the Intercom ticket should also reopen so that Support is aware and can follow up with customers. Today, the Jira for Tickets integration only syncs notes/updates—it does not update the Intercom ticket state. Impact Support teams may miss critical Jira reopen events, leaving customers without timely updates. Forces engineering or ops teams to build and maintain custom API automations for a very common use case. Proposed SolutionAdd functionality in the Jira for Tickets app to: Reopen an Intercom ticket (set ticket state back to Open) when a linked Jira issue transitions to a specified status (e.g., “Reopened” or “In Progress”). Optionally, allow admins to configure which Jira statuses should trigger ticket reopening. Include an action in Workflow Builder so this logic can be added alongside existing automation conditions.  

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    Christian S12
    Forum|Forum|1 year ago
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    ShawnNew Participant

    Clear Handover Language in ChatSubmitted

    Problem:Currently, when a conversation is handed off from Fin to a human agent, customers often do not realize the transition has happened. Even though our human agents introduce themselves, many customers continue to assume they are still speaking with AI or a “bot”. This creates confusion, frustration, and a less personal experience.Desired Outcome:We would like the chat interface to display a clear, system-level notification that highlights when Fin has left the chat and when a human agent has joined. For example: “Fin Chatbot has left the chat.” “Amye has joined the chat.” “Amye is typing…” This type of messaging creates a visible and intuitive break in the conversation, ensuring the customer understands who they are interacting with.Why This Matters: Improves customer trust and transparency. Reduces friction by clarifying when a human is present. Ensures that agent introductions are noticed instead of overlooked. Matches industry best practices (saw in the Trust Pilot customer chat) Request:Please add a built-in, configurable option for explicit Fin-to-human transition messages in the chat interface. Ideally, this could be customizable (e.g., wording and formatting) so we can align with our tone of voice.

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    Forum|Forum|1 year ago
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    Jamie_ZNew Participant

    When a customer visits the page allow to directly assigned to an agentSubmitted

    When a customer visits the page, workflow allow to directly assigned to an agent, without any respond box.

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    Forum|Forum|1 year ago

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