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    3160 Ideas

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    Simon HerdNew Participant

    Banners for the Intercom Help CenterSubmitted

    ProblemCurrently, Intercom’s Help Center is a static repository of articles. If you need to communicate a time-sensitive or important update—such as a product launch, downtime, or policy change—you must either update individual articles or send messages through other channels (chat, email, in-app). This leaves a gap: visitors who come directly to the Help Center may miss critical information.ProposalAdd the ability to publish banners from within Intercom to the Help Center. These banners would appear prominently at the top of the Help Center pages, ensuring all visitors see key updates.Use cases Announcing major product changes (e.g. new feature rollout, UI redesign). Communicating planned downtime or incidents. Highlighting important policy or compliance updates. Promoting new educational resources or webinars. Directing users to specific release notes or documentation.

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    Forum|Forum|1 year ago
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    Alexandra DannaNew Participant

    Use teammate status to trigger team inbox assignmentSubmitted

    Our reps are multi-skilled from a training perspective, but we only assign them to one skill at a time. We reps to switch skills throughout the day without having to manually update their team inbox assignments. It would be great if this action could be triggered based on teammate status, similar to the functionality offered by Salesforce Omni. This would allow for seamless transitions for teammates without disrupting the WFM team’s daily workload.

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    Forum|Forum|1 year ago
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    Vilen UrbanNew Participant

    Add support for localized teammate identitiesSubmitted

    Currently, human teammates and bots can only have a single identity (name and avatar) displayed to all of the users in the given workspace. For international apps that need to provide worldwide support, it is useful to be able to display a localized identity of the same admin or bot based on the user’s detected location.

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    Forum|Forum|1 year ago
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    John DoeNew Participant

    Search including attachment contentSubmitted

    It would be very helpful if attachments were indexed, allowing search results to include content from attached files — similar to how Gmail handles attachment search.

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    Forum|Forum|1 year ago
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    ToixNew Participant

    Robin retriggerSubmitted

    Hi! Our customer support team have been asking if Robin could be activated for those conversations that are forwarded by other teams into a team inbox that has Robin active? So not just incoming traffic gets distributed, but also traffic from other teams.

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

    Workflows ImprovementsSubmitted

    Workflows are an excellent tool that we frequently use for our custom bot and back-office operations. I would like to suggest a few enhancements we find missing in our work and could improve them.Custom triggers - the ability to trigger a workflow based on different activities or attributes. for example, a change in a user data attribute , a back office ticket closed or reopened, or a teammate status change.Additional actions - one example is a code block, which would be very helpful for custom functions. Other examples are opening or closing a ticket, reopening a conversation, random split (for example, randomly assigning a conversation to several teammates and not teams), and setting people's data.Additional filters - some of the filters we searched for - customer has any open conversations/back office ticket, customer has contacted x times in the last x hours/days, “customer visits a page” filters to the customer visits a page trigger, is the conversation linked to a back-office/tracker ticket.Additional dynamic parameters - such as conversation ID and intercom's user ID.A link as a reply button.Loopback flow - the ability to go to a different flow and return to the same point in the original flow.Version management - the ability to restore older versions.   Duplicating a workflow from the test environment - We usually test workflows first in our test environment, having the option to duplicate it to our regular workspace will be very efficient.The ability to publish a flow with "floating" not connected boxes.Pause/publish workflows from the workflows home page.

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    Forum|Forum|1 year ago
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    ToixNew Participant

    Third "away" optionSubmitted

    We would like to have a third “away” option as currently even with “away and reassign”, teammates are able accidentally forward conversations to you. When on vacation, you may notice this days later and this is not our customers expect from us :).So basically, when going to vacation, I can set “Do not disturb” and if teammate tries to forward something, he/she will get a notification to find another victim ;). 

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    Forum|Forum|1 year ago
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    Micah EdingtonNew Participant

    Conditional Login/Password Access for Privileged Users with SSO EnabledSubmitted

    Hi Intercom team, I’d like to request a feature that allows conditional login/password access when SSO is enabled. Specifically, we need the option to grant this access only to certain privileged users, while restricting everyone else to SSO. This would strengthen security while still allowing controlled access for critical accounts.

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    Forum|Forum|1 year ago
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    Alisa KalashnikovaNew Participant

    Synchronise agent's availability in chat/phoneSubmitted

    Synchronise the agent’s availability for chats and calls. So that when the agent has an open chat assigned to him, he becomes unavailable for calls. The same as it happens when the agent is on call - he becomes unavailable for chats.Use case:We see both chats and calls as live channels. So when an agent has an active chat and a call comes in, they simply can't handle both simultaneously. This leads to a customer either being ignored in the chat or waiting longer on the phone. This also puts a lot of stress on our agents.This is a really important piece of functionality for us, as it directly impacts the CX.

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    Forum|Forum|1 year ago
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    Joakim LarsenNew Participant

    Article translation in help centerSubmitted

    Our Help Center currently contains a large number of Danish articles — over 2,000 in total. We also need to make these articles available in multiple other languages. Right now, translating them manually into four different languages is extremely time-consuming and resource-heavy.It would be highly valuable to have a built-in translation feature (ideally with machine translation plus the option for human editing) that could automatically create and manage translated versions of our Help Center articles. This would ensure consistent, up-to-date multilingual content while significantly reducing the workload for our team.Impact: Save hundreds of hours of manual translation work. Ensure faster availability of multilingual support content. Improve customer experience for non-Danish speakers.

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    Forum|Forum|1 year ago
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    HyletNew Participant

    Pin FIN's conversation so that my user can follow the steps that he outlined while working on the systemSubmitted

    My users want to be able to keep FIN’s answer open while they follow his steps in the program. Perhaps we could add the option to pin his overlay speech bubble. Keeping an article open in another tab does not fulfill this as FIN's steps are sometimes from a combination of articles and more precise to what the user needs

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    Forum|Forum|1 year ago
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    Agustin VallejoNew Participant

    Add views and folders to mobile app inboxSubmitted

    In my web inbox, I have my conversations organized with folders and views, which is very useful for inbox management, but in the mobile app this organization is not available 😩

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    Forum|Forum|1 year ago
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    Brett StuckeyNew Participant

    Tour Feature - Font ColorsSubmitted

    The font color tool in the tour feature needs significant improvement.Currently, the tour settings allow for custom button colors, background colors, and font styles—but there’s no global font color option. I shouldn’t have to manually adjust the font color for each step.Even when attempting to change font colors within individual steps, the tool is unreliable. It only successfully updates the color about 40% of the time. Occasionally, it allows me to paste a hex code, but most of the time, the input disappears as soon as you type a letter.

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    Forum|Forum|1 year ago
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    PawełNew Participant

    Waiting Room for ChatsSubmitted

    At the moment, all customer chats come in at once, which increases our average first reply time, especially for large businesses, where we can experience 50+ chats at the same time. I would like to suggest creating a “Waiting Room” feature for chats. This would show customers their position in the queue and the estimated waiting time before an agent joins the chat.This improvement could really help manage expectations and reduce frustration while customers wait for a response.Thank you for considering this idea!

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    Forum|Forum|1 year ago
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    HRUSTNew Participant

    Feature request: Internal Review & Approval for Intercom postsSubmitted

    Feature request: Internal Review & Approval for Intercom postsOur product and marketing team regularly publishes news updates to our customer portal via Intercom.Before anything goes live, our marketing and communications team must have the chance to do a final editorial check for language and grammar.Right now, Intercom only notifies teammates when a customer replies—not when a teammate first posts something. This makes it impossible to ensure quality before content reaches our customers.An internal notification and approval workflow for new posts should be standard functionality, not something we have to patch together with workarounds or APIs.This could be made available very easily: just like with “Signals,” teammates in the same group could receive an email, desktop, or phone notification when something new is posted. Preferably before it goes live, but even this initial step would already help us enormously.It’s a simple, logical step that would immediately improve quality control for any organization using Intercom to communicate with customers.

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    Forum|Forum|1 year ago
    JHarlowe
    JHarloweConnector

    Teammate Active reason segmentation by custom Active reasonsSubmitted

    We currently have the ability to report on Away statuses and with the release not to long ago we can now use custom Away statuses 🥳 .. It looks like those Away reasons are usable in the segmentation. We wanted to throw this out in the hopes that we may be able to get that same segmentation option for Active reasons (custom statuses)  as well. This will help in our ability to coach folks who may not be using Active substatuses appropriately with a historical record that is able to spoken to beyond the 24h we can monitor from the Dashboard. 

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    JHarlowe
    Forum|Forum|1 year ago
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    Eléonore SIEGELNew Participant

    Highlighted text in message receivedSubmitted

    I can’t see the text highlighted in color from a client in the email received.

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    Forum|Forum|1 year ago
    Nicolette Godlove
    Nicolette GodloveConnector

    When replying or forwarding conversation responses, the original sender's conversation subject remains static instead of the unique subject we changed it to.Submitted

    When replying or forwarding conversation responses, the original sender's conversation subject remains static instead of the unique subject we changed it to.

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    Nicolette Godlove
    Forum|Forum|1 year ago
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    Julian DickieNew Participant

    Edit Subject Line on replySubmitted

    Hi Intercom Team,At the moment we have a specific use case where we need to edit the subject line of an email on reply but there is no way to do this. I can only control the subject on forwarding or composing a new email.Can you enable a field to show when replying that allows us to edit the reply.I understand that this will affect how the email threads in the recipients inbox and that is ok with us.This will stop us having multiple conversations live with the one person.

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    Nicolette Godlove
    Forum|Forum|1 year ago
    JHarlowe
    JHarloweConnector

    View Filters can use "and" as well as "or" in the same filter listSubmitted

    Currently you can only use the <and> logical operator instead of the <or> logical operator or vice versa in (query logic) Inbox view filters, chart filters and report filters. Essentially it has to be all <and> or all <or> in the list. You can not have different logical operators per query line. Current behavior shows that if you change one logical operator  <and> to an <or> it changes all the filter logical operators in your query to that same thing, even if you only want to have one <and> and a few <or> lines. Funny part is that in the Company and People filter you CAN mix up / combine the logical operators in the filter list as it does not force all logical operators to be <and> vs <or> or vice versa. The ask here is to simply extend the same multiple conditions in a query, such as <AND, OR> the Company and People filter operators have to the Inbox views, charts, reports filters and other data set areas of Intercom where they are more needed, as the Inbox views, charts and reports filters tend to be the more widely used areas of the system and multiple conditions in a query, such as AND, OR are critical to the flexibility of viewing. -------TL;DR---------Current World Example in same filter:Team Assigned is Team A <and> Teammate Assigned is B; Current channel is Phone <and> Current channel is email; State is not Resolved <and> State is not Workaround provided Proposed Idea in same filter:Team Assigned is Team A <and> Teammate Assigned is B; Current channel is Phone <or> Current channel is email; State is not Resolved <or> State is not Workaround provided. The current filter logical operator restriction limits the filters quite a bit and it results in impossible scenarios, i.e. a ticket can not be in two states at the same time or two channels at the same time, two Teammates assigned, two Teams assigned etc.. Thus preventing the ability to say:show me a list of conversations that are in Team Inbox A <and> are assigned to Teammate A <or> Teammate B <or> Teammate C in the same view.It has to beshow me a list of conversations that are in Team Inbox A <and> are assigned to Teammate A <and> Teammate B <and> Teammate C. which is not a possibility since tickets can only be assigned to one team mate at a time. Thus no results would populate¯\_(ツ)_/¯

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    JHarlowe
    Forum|Forum|1 year ago
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    Kate DelaneyNew Participant

    API endpoint for updating admin profile dataSubmitted

    We would like to be able to automatically sync profile photo avatars for admins from other sources. It seems the API currently allows for fetching information about admins, but not updating their profiles.Alternatively, being able to pull profile photo from Google SSO would work as well.

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    Forum|Forum|1 year ago
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    User1348New Participant

    Option to copy all articles with/without collections to a new or different help centerSubmitted

    Based on different product combinations that we offer, we need to be able to copy multiple or all articles based on their collection to a new or any existing help center. We used Adobe Robohelp for documentation earlier which worked locally and had this feature which made it really easy to create new projects with similar content with small changes.With Intercom, it is really difficult to copy individual articles. The size of images often change to their default size (instead of the size of the image in the article from which it was copied) when we copy any article content and we need to change it manually everytime. Also, we need to change all the links manually as per the new custom domain that we would configure for the new help center. We have a huge number of articles in our primary help center and it takes a lot of time to copy them one by one and customize each of them based on our needs.

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    Forum|Forum|1 year ago
    Heather Worthington
    Heather WorthingtonNew Participant

    Workflows to re-open bad Fin CSATSubmitted

    When a customer has a conversation with Fin only (no human interaction) and responds negatively to that conversation, it’d be so handy for there to be an option or workflow that automatically re-opens the conversation and escalates to human support. Currently, if a customer gives Fin a bad CSAT it’s logged on a report that a human must review to re-open if needed. This relies on the person reviewing to get back to the customer in a timely manner which won’t always be possible and takes resource. If a workflow automatically re-opens the conversation and assigns it to a human for further assistance as soon as it happens it’s a better experience for the customer and streamlines the process. 

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    Forum|Forum|1 year ago
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    Laura CustodioNew Participant

    Allow formatting tools available in the composer/macros as you do for ArticlesSubmitted

    Currently, formatting tools available in Intercom macros/compose are limitedcompared to those available for Articles. Adding options such as bullet points, sub bullets, numbered lists, font colour changes, and other text formatting would significantly improve usability and flexibility in creating macros/composer. The text format in this section (create new topic) is even better than the article formatting bar.  

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    Forum|Forum|1 year ago
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    Bryan SchoenmakerNew Participant

    Include Collections in Help Center search resultsSubmitted

    The current search bar in the Help Center feels limited. Typing in a phrase, word or term displays all relevant articles, but not necessarily an overview on a certain topic. I believe it would be beneficial for users and customers alike to be able to search for collections using the search bar. Sometimes as a customer or user, you just want to find all relevant articles regarding a certain topic, without having to scour every main collection first. The majority of collections are hidden within the main collections, making them feel invisible most of the time. My team works hard for an organised Help Center, and we want our users to easily breeze through our collections to find the right topic. Including collections in your search results will: Improve search results among users & customers using your Help Center Decrease support load with frustrated customers  Increase overall structure of your Help CenterImagine the possibilities with such a simple addition 👇 Including a toggle between articles/collections would be a welcoming addition! 

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    Forum|Forum|1 year ago

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