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🎅 How to prepare your Fin AI Agent for Christmas 🎅

16 days ago

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2 years ago

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Julian BurkeNew Participant

Feature Request | Reporting Capabilities For Calls that don't connectSubmitted

I'd like to request a feature to add granular reporting capabilities for inbound calls that fail to connect to an agent.Currently, as shared by Mohib on the 9/21/26 change-log: ““Until now, an outbound call that didn't connect showed a generic result, so teammates couldn't tell whether the number was wrong, the line was busy, or the call was blocked.Calls that don't connect now show a specific reason on the conversation: invalid number, line busy, declined by recipient, blocked by carrier, or region not permitted. If a call can't be placed at all, the teammate who dialled sees a message explaining why.”While it's great that Intercom captures this behavior at the individual conversation level, we currently lack the ability to analyze these specific disconnect reasons at scale. Granular reporting capabilities for each of these reasons would be impactful.

24 days ago

Lily ChiNew Participant

Fin attribute detection based on tag/workflow conditionsSubmitted

Ability for Fin attributes to fill in options based on conditions like tag = X or workflow = Y For example, Fin attribute = Issue Type (issue type A, B, C)Tag = X, YIdea - allowing for Issue type A and B to only be detected if Tag = X, and issue types B and C can be only detected if Tag = Y; in other words if Tag = Y, the issue type cannot be A

24 days ago

Ed IlnickiNew Participant

Bulk channel selection for Slack BroadcastsSubmitted

We have over 600 customer Slack channels that are connected into Intercom via Workflow and via that integration. We find it really useful to use broadcast to notify customers of feature updates or important changes to our platform using Slack broadcasts. But right now, we're limited in this because the only option to segment which channel should receive messages is based on a dropdown with a checkbox beside each channel name. It's really inefficient for the volume we're operating at. Ideally, we would be able to segment directly in the broadcast itself and add details related to those Slack channels, potentially by associating it to a company record. The simplest solution I see in the meantime is having an upload-a-CSV option that could then select all of the channels that are included in the CSV.

24 days ago

Fabiano BaranovicNew Participant

Allow setting ticket attributes in the mobile Conversations app when closing a ticketSubmitted

Right now, ticket attributes can only be edited in the web Inbox sidebar before closing a ticket. The mobile Conversations app doesn’t show this section, so attributes can’t be filled in on mobile.This creates a gap for teams that work primarily from their phones. It would be very helpful if the mobile app allowed teammates to view and set ticket attributes directly before resolving a conversation.This would make mobile workflows much smoother and reduce the need to switch to desktop just to complete required ticket data.

25 days ago

KJB123New Participant

More granular information in change logSubmitted

What Intercom currently offers:Intercom does have a workspace activity log, but it's limited. It shows who made a change and when, but not what specifically changed so you can see "x person edited this workflow at x time x date" but not "x person changed condition X from A to B." This is the gap I am hitting when trying to reverse engineer why things happened when. For workflows specifically, there is no version history or diff view in the builder - just the current snapshot.This is a known product limitation. Without a before/after diff there's no way to confirm what the edit was. You're left reverse-engineering the current state and making an educated guess about what used to be there.Granular audit logging - showing exactly what changed in a workflow, guidance rule, or procedure edit, not just who touched it - is a significant gap in Intercom's current tooling.

25 days ago

Andrei MogosanuNew Participant

“Ask for more information before handover” - 30 seconds escalation if customer is unresponsiveSubmitted

We have recently started using the “Ask for more information before handover” setting within the “Let Fin Handle” workflow step.We’ve noticed an issue where, if a customer asks “Talk to a person” but then doesn’t respond to Fin’s follow-up question, the conversation is automatically handed over to a teammate after 30 seconds.Could you consider adding an option to customise this timeout period, or alternatively disable the timeout entirely?30 seconds can sometimes be too short for a customer to provide a complete explanation of their issue, particularly when they need to gather information, review details, or formulate a more detailed response. Having the ability to increase the timeout, or remove it altogether, would give customers more time to provide the requested information before the conversation is escalated.

25 days ago

Alif HamkaNew Participant

Search ticket_id via APISubmitted

Hi Team,Can we please allow searching of ticket_id via API?Currently, we can only search using the conversation Id.https://developers.intercom.com/docs/references/rest-api/api.intercom.io/tickets/searchticketsIt doesn’t make sense as the conversation Id is not exposed to non Intercom users. We want to build integrations that would allow our internal team to check a ticket status using the ticket_id that they got from their customers.Please consider. Thanks!

25 days ago

AvichaiNew Participant

Add review score filterSubmitted

Currently, after creating a monitor, all the conversations it has processed are displayed; if you want to see only those that didn't pass the scorecard, you have to go through them manually, one by one.We need a way to easily filter for conversations with a review score is not 100% or fail meet the scorecard criteria, so we can access them more efficiently instead of having to sift through dozens of pages.

26 days ago

Casey VergaraNew Participant

Feature Request: Resizable Reply ComposerSubmitted

Feature Request: Resizable Reply ComposerIt would be great to have an option to expand/resize the reply composer in Intercom while typing, especially for longer replies.Ideally, we could expand the composer vertically to give us more space to see and review what we're writing, then collapse it back down when we're done.Why would this be helpful?When writing longer replies, the current composer can feel a bit cramped, making it harder to review the full message before sending. Having a larger, expandable writing area would make it easier to: Review longer replies before sending Edit and proofread without constantly scrolling through the text Get a better overview of the entire response Work more comfortably when handling detailed or complex tickets Even a simple expand/collapse button or a draggable resize handle would make a big difference.This would be especially useful for Support, where replies can sometimes get a little... essay-ish. 😂

27 days ago

RoyTop Expert ✨

Dynamic UI Previews: Generating Ephemeral App Experiences from API Responses in Fin FlowsSubmitted

⚠️ Problem StatementCurrently, when a Procedure Builder configures a flow to fetch external data (e.g., retrieving a list of recent orders, linked accounts, or purchased products via an API), the experience often breaks continuity. After the data is fetched, Fin has to ask the user to manually type out the specific order number or product name into a blank text input. This manual transcription introduces friction, increases the margin for user error, and degrades the premium "app-like" messenger experience. ✅ Proposed Solution / Feature ConceptIntroduce an automated, temporary messenger app experience generated dynamically from API payloads. Instead of returning raw text or forcing a manual text reply, Fin should leverage an ephemeral UI component (a "Preview App") directly inside the messenger canvas.When an API response returns an array or an object collection, the Procedure Builder should be able to map those objects to interactive UI elements. The customer can then simply click/tap their selection from the visual response to advance the flow. 🛠️ Example Use Case / Flow Step 1: Fin initiates a backend check: "Display all orders for this customer." Current State: Fin lists the text or drops a blank input box: "Please type the order ID you are referring to." Proposed State: Fin renders an interactive list/carousel card component showing the last 3 orders (Order #, Date, Total). Step 2: The customer clicks the specific order card. Step 3: Fin instantly updates the context and moves to the next interactive picker: "Which product from this order are you referring to?" (Renders clickable Product Items).

27 days ago

kmoreno4Employee

Fin testSubmitted

this is a test please ignore

27 days ago

Melissa MontesNew Participant

Enable Audience-Specific Content Within a Single Article (Fin, Copilot, and Agent Guidance)Submitted

Today, we often need to create and maintain duplicate content because guidance differs depending on the audience consuming it. For example, we may create:One article intended for Fin responses A separate article intended for Copilot that includes guidance/talking points intended only for our agentsWhile much of the content is identical, audience-specific instructions require us to create and maintain separate articles. This increases content duplication, creates additional governance overhead, and introduces the risk of inconsistencies when updates are made to one article but not the other.Proposed SolutionAllow content creators to define audience-specific sections within a single content item. For example:Visible to Fin only Visible to Copilot only (For agents) Visible to all audiencesThis could be accomplished potentially through audience targeting, conditional content blocks, section visibility settings. BenefitsReduces duplicate content creation and maintenance. Improves content governance by establishing a single source of truth. Decreases the risk of conflicting or outdated information across multiple articles. Simplifies content updates by allowing authors to maintain one article instead of several versions. Improves reporting and content lifecycle management by consolidating related guidance into a single asset. Creates a better authoring experience for teams managing content across multiple support channels and AI assistants.Example Use CaseA reservation transfer article may contain:General policy information applicable to all audiences. Guidance that should only be surfaced through Fin. Additional context and troubleshooting steps intended only for agents taking cases.Rather than maintaining multiple copies of the same article, a single article could contain all guidance with visibility controlled by audience type.Business ImpactThis enhancement would help reduce content sprawl, improve governance and compliance, streamline content maintenance, and ensure consistent customer and agent experiences across Fin, Copilot, and other support channels. It would also support scalability as new AI-powered experiences and content consumers are introduced.

27 days ago

bproNew Participant

Adjustable reopen window for SMS Channel so replies start a new conversation instead of reopeningSubmitted

We use Intercom's SMS channel for our text hotline, and honestly it's the weakest part of the platform for us. The biggest issue is that when a customer replies within 5 days of a conversation being closed, that same conversation reopens instead of starting a new one. There's no way to change that window.This throws off our metrics. One conversation can end up covering several unrelated issues, so time to close, response times, and conversation volume on SMS don't reflect what's actually happening. It also means a customer texting back days later with a new question lands in an old thread.We'd like a setting that controls how long a closed SMS conversation can be reopened by a reply. Ideally we could set it anywhere from zero (every new text after close starts a new conversation) up to the current 5 days, and set it per channel so SMS can work differently than chat or email.The rest of Intercom works well for us, but SMS needs this to be a reliable support channel.

28 days ago

Belén De AngelisNew Participant

Allow the "From" sender name/address to be customized on inbound conversations from legacy rerouted mailboxesSubmitted

We have two old email addresses (in use before our company was acquired) that we've set up to forward/reroute into the same Intercom inbox as our current support address. This works fine for receiving mail, but Intercom doesn't let us change the sender identity that gets used once a conversation originating from one of those old addresses comes in — replies still go out looking like they're tied to the old email context rather than our current one.Why this matters: We're actively trying to migrate customers off the legacy addresses and onto our current one. Right now we have no lightweight way to use these interactions as a nudge — e.g. showing our current/preferred email address more prominently, or noting in the reply that the old address is being phased out — because the sender/from identity on that thread is locked to whatever the original inbound address was.What we're asking for: The ability to override or customize the "From" display name/address (or at least append messaging) on conversations that come in through a rerouted/forwarded legacy mailbox, so we can use these touchpoints to "re-educate" customers to use our current email address instead of the old one, without having to manually catch and edit every reply.

28 days ago

Luiza PradoNew Participant

Bring rich HTML/branded templates to Inbox conversation replies and Macros, not just OutboundSubmitted

Right now there's a hard split in Intercom: Outbound messages (and the automated "away/auto-reply" message) can use full HTML, custom templates, brand colors, logos, buttons, but the moment a conversation is live and a teammate (or a Macro) replies from the Inbox, the composer drops back to plain rich-text only (bold, italic, headers, lists, links). No HTML block, no template selection, nothing.This creates a jarring inconsistency inside the same conversation thread: the customer's first automated message looks polished and on-brand (logo, structured layout, buttons), and the very next message — the actual human reply looks like it was typed in Notepad. For companies that specifically chose Intercom for its modern, branded messaging experience, this is a real gap between what the product promises and what customers actually receive in their inbox.Concrete example: a customer submits a sensitive request (e.g. an image-rights/compliance complaint). Our automated first response is warm, structured, on-brand. Our actual substantive reply, the one that matters most, addressing their specific case, arrives looking like an unstyled wall of text. That's backwards: the more serious the reply, the more it should look intentional and professional, not the opposite.This isn't a new/niche request: it's been raised in the Intercom Community repeatedly, for years, by different customers hitting the same wall:"Is there a way to customize the format of email replies through Intercom?" (2023) — Intercom support confirmed formatting limitations are "out of our hands" on the Inbox side. "Can I format email replies sent from Inbox?" (2022) — community answer: "I do not see a way to do it when you go from Inbox... you can do so from Outbound." "Help with Formatting Emails from Intercom" (2025) — teams working around this with screenshot-based signatures because there's no real styling option in Macros.Multiple paying customers independently hitting the same ceiling over multiple years is a signal this isn't an edge case.What we're specifically asking for (pick any, all would help):Let the existing Company/Personal email templates (already built for Outbound) be selectable when replying from the Inbox, including when using a Macro. Or, at minimum, bring the "+" → Insert HTML/button/list option, which already exists in the email signature editor, into the main Inbox/Macro reply composer. Allow Macros specifically to be authored with the same template/HTML support Outbound emails have, since Macros are effectively "pre-written emails" and should get the same treatment.Thanks for ur time!

28 days ago

HypeVictoriaNew Participant

Add more timeframes for Goals (Series and Emails)Submitted

Add more timeframes for Goals (Series and Emails). For example 14 days

28 days ago

S.A.New Participant

Macro translationSubmitted

The possibility of having macros in a single language, which are then automatically translated into whichever language we need. This would save us from having to search through 2, 3, 4 or more macros, each in a different language, for the same query. If we could have the macro in the main language and then choose the language for the client, it would be much quicker, cleaner and more user-friendly.

28 days ago

Kristýna DvořákováNew Participant

Mark all newsletter messages as readSubmitted

Many users sent us a suggestion to mark all newsletter messages as read in the chat button as the red notification is disrupting and they do not want to mark each separate message as read. Currently there is no such option.

28 days ago

Belén De AngelisNew Participant

Default email signatures (with separate versions for new conversations vs. replies)Submitted

Right now, Intercom doesn't support default email signatures the way standard email clients (Gmail, Outlook, etc.) do. Agents have to manually trigger a macro to insert their signature on every conversation, which adds an extra manual step that's easy to forget — especially for high-volume teams where consistency matters for brand and professionalism.Request:Allow agents (or admins, at the team/workspace level) to set a default signature that auto-populates on outgoing emails, without requiring a macro. Support two distinct signature variants: Opening/new conversation signature — a longer-form version that can include banners, links, disclaimers, social icons, etc. — similar to what you'd send when initiating contact. Reply signature — a shorter, more concise version for follow-up messages in an existing thread, avoiding visual clutter and repeated banners on every reply. This mirrors how most email platforms already handle signatures (e.g., Gmail's "signature for new emails" vs. "signature for replies/forwards" settings), and would reduce agent workload while improving consistency across customer-facing communication.If you've run into this same gap on your team, please upvote and drop a comment below — it helps the Intercom team gauge how many workspaces this is affecting.

28 days ago

SaraYJNew Participant

Removing contacts from a email threadSubmitted

Hi,I wanted to raise a concern about how conversation history is handled when a contact is removed from a conversation and later added back.If someone has been removed from a conversation for a reason, it doesn’t seem appropriate for them to automatically regain access to the entire conversation history when they are added back in. This effectively gives them access to messages and information that were shared while they were not part of the conversation.It would make more sense for a re-added contact to only see messages from the point at which they were added back, rather than the full history. Otherwise, there seems to be little purpose in removing someone from the conversation in the first place if they can simply regain access to everything later.Could you please consider changing this behaviour so that previously removed participants cannot access the conversation history from before they were re-added?Thanks,

28 days ago

Alex-spNew Participant

UI-based Help Center article migration and export for Github knowledge syncSubmitted

Right now there’s no native way to migrate or export Help Center articles directly from the Intercom UI. The only supported method is using the REST API to export articles programmatically.It would be very helpful to have a built‑in option in the workspace UI to:Export Help Center articles (including images/GIFs) Migrate articles between workspaces Prepare content for version control workflows (e.g., GitHub sync)A simple UI export/migration tool would make content migrations much easier for teams managing documentation outside Intercom.

28 days ago

Rachel MontgomeryNew Participant

Add Macro Management to MCPSubmitted

We’d love the ability to run audits, draft new/updated macros, and engage with usage data via the Intercom MCP. We also have use cases for teams outside of support who don’t have Intercom seats and are already have a harness of choice. Is this on the team’s roadmap?

28 days ago

MelvinNew Participant

Show exact dates on past help chat conversationsSubmitted

Feedback: Currently, past help chat conversations only show relative times (e.g. "2d", "3mo") rather than the exact date they took place. This makes it hard to go back and find a specific conversation when trying to recall an old explanation. Showing the exact date instead of, or alongside, the relative time would make it much easier to locate and reference past chats.

28 days ago

AlyssaNew Participant

Give Monitors ability to score Intercom Phone callsSubmitted

We are going to begin using monitors for QA on our support team. We’ve also recently moved over to Intercom Phones and need an easier way to QA these conversations. At minimum, we’d love to see Monitors be able to score the call transcript.

28 days ago

JensenLegetteNew Participant