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    3160 Ideas

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    Adrien PetelNew Participant

    Multiple valid access token for an app within a workspaceSubmitted

    Hi,  It would be really useful to be able to have at least two valid access token at the same time for an app in a workspace. This would make rotating access token way easier, because we could:add a new access token update our app with to use the new access token delete the no longer used access tokenCurrently this is not possible, so to rotate an access token we have to:regenerate the access token, but this make the previous one invalid so our app can no longer send event to intercom quickly update our app to use the new access token, but as it can take some time there will be data loss in the meantime

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    Forum|Forum|1 year ago
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    KelseaNew Participant

    Update email recipientsSubmitted

    It would be helpful if Intercom automatically updated the email recipients to reflect the most recent recipients included in the customer's reply.Currently, if a customer removes someone from the email thread, Intercom still includes the original recipients when we go to respond. This can lead to us unintentionally re-adding someone who was removed, which can reflect poorly on us and potentially create privacy concerns.

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    Forum|Forum|1 year ago
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    User826New Participant

    ability to change mobile notification sound or change to one that is not so popularSubmitted

    ability to change mobile notification sound or change to one that is not so popularDifferentiation – Helps distinguish between different apps or types of alerts (e.g., work vs. personal Avoiding confusion – If multiple people in the same space have the same default notification, it reduces mix-ups. Situational awareness – A custom tone can signal urgency without needing to check the phone immediately. User control – Having the option improves overall satisfaction with the app and reduces notification fatigue.  

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    Forum|Forum|1 year ago
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    Robert L12New Participant

    Has anyone figured out how to use Wrap Text w/ Images?Submitted

    I cannot for the life of me figure out how to get more than 1 line aligned with the wrap text option for images.  

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    Noam Ben Harush Shani
    Forum|Forum|1 year ago
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    Joanna MooreNew Participant

    Conversation Topics for TicketsSubmitted

    Conversation topics is a really handy feature allowing us to set it up on an adhoc basis a review conversations that relate to the topic. I also love the fact that is bring the histoy as well, which makes it perfect for the scenario of an adhoc reporting request where we may have not already been collecting data on it and can set this up qucikly without a lot of manual effort. However, I’ve noticed that it is not applied to Tickets, the topic is only at the conversation level. So it would be great to be able to create reports for conversation topics and utilize it for both conversations and tickets. 

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    Forum|Forum|1 year ago
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    Aleksandra WojcikNew Participant

    More Control Over Inactivity Timer and "Was That Helpful?" MessageSubmitted

    Hi everyone! We were recently reviewing our Intercom workflows with Fin and noticed a couple of things that could improve the overall experience, both for our users and our support team. So here I am with some feature requests :) Make the 4-minute inactivity timer adjustable – In many cases, 4 minutes isn’t enough for users to check proposed solutions. It can make them feel rushed or like we’re trying to close the conversation too quickly. Having control over this timer would help us better match the user’s workflow. Customize the “Was that helpful?” message (timing + copy) – Sometimes this question appears after every reply, which feels robotic and breaks the flow (and doesn’t help the conversation with the bot feel “more human”). We’d love to control how often it shows up and adjust the message to better fit our tone and conversation style.

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    Forum|Forum|1 year ago
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    DebraNew Participant

    Aggregated Customer Experience (CX) rating explanationsSubmitted

    Would love to see an aggregated AI summary of the CX score that gives rationale for what changed over time, or for any given timeframe. Right now when you drill into the CX chart, there’s an explanation for the CX rating for each conversation, but going over each conversation one-by-one is very cumbersome & won’t easily show the reason for a peak/dip. The new topics explorer is a start, as you do see how the CX score changes per topic over time, but it still doesn’t explain why the experience changed. To understand this, you still need to read each conversation one-by-one. An aggregated summary of the CX rating explanations (overall and/or broken down by topic) would be a great addition to these features.As a workaround for now, I exported the drill-in CX score report and asked ChatGPT to summarize the week-by-week explanations and help us to understand what’s changing over time.   

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    Forum|Forum|1 year ago
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    Alissa BazsaliNew Participant

    SMS notifications when a teammate responds to a messageSubmitted

    We’d love for our contacts to be able to get SMS notifications when a teammate responds to their message in the Messenger. Currently it’s only possible to do these notifications via email, but many of our contacts don’t really use email or don’t want to provide their email address (we are a little unique because we only have leads, no users). There is a simple automation that can trigger SMS notification, but all our interactions are governed by workflows, so we can’t use simple automations. Privacy considerations prevent us from having actual conversations over SMS, so having SMS notifications that point to the Messenger conversation would be ideal, allowing us to reach people who prefer SMS while maintaining privacy.

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    Forum|Forum|1 year ago
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    Omayra RoigNew Participant

    Enable security copy for ArticlesSubmitted

    Enable some form of security copy for Articles (or Help Center) without API

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    Forum|Forum|1 year ago
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    Marcin KuliśNew Participant

    List in type filter in Tickets PortalSubmitted

    Currently in the tickets portal, in the ‘Type’ filter, the customer can see the names of all ticket types from our workspace. We have created a number of types for our processes, the name of which depends, among other things, on the TIER level of our clients or is specific to the tasks of a particular client.For obvious reasons, we would like to avoid a situation where different customers see all the names. On top of that, there are test names that should never see the light of day ;) The issue also applies to those type names that have already been deleted/archived. I am able to imagine a case in which one can speak here of a breach of confidentiality in customer relations.In summary - only those type names that have been used for a given company name should appear in the filter in the tickets portal.

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    Forum|Forum|1 year ago
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    Timothy Noel HoNew Participant

    Set Automatic Away for individual teamsSubmitted

    While the automatic away feature is great, it applies to the entire workspace teams. Rationale for this. We have team functions that is not important to have this automatic away. Having the ability to assign teams to have automatic away would help in our workflow. 

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    Forum|Forum|1 year ago
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    Pooja DahiyaNew Participant

    Don't share data between root domain and subdomainSubmitted

    Is there a way to stop sharing data between domains.For example, we want to show workflows to visitors/leads on our public facing site. However, when someone visits our public facing site (www.example.com) as a visitor, they’ll see a workflow targeted for that domain.Then if they click on LOG IN button and logs into the customer portal on subdomain (subdomain.example.com) then they’d continue seeing the workflow chatbot popup in customer portal too.Though we don’t want the customers to see the workflow that was specifically targeted for the public facing site.This frustrates the customers as they just want to go about their business with using the product.I have seen so many people in community forum facing the same issue but still no solution in sight. Even the Intercom (shutdown) is also not expected solution here.

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    Forum|Forum|1 year ago
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    Gerald PradoActive User

    Ability to select what Channel when testing new guidance and workflows with FinSubmitted

    Currently when testing new guidance with Fin we can only test how it will react in web chat. In the Preview/Test environment we’re unable to select which incoming channel the communication would be coming through. More specifically we would like to test SMS interactions to tailor the guidance for how customers will engage with Fin over SMS while keeping in mind things like character limits, linking references, surveying, and timing delays for large messages.   Currently the only settings are for changing the user type, brands, and language. 

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    Forum|Forum|1 year ago
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    Dustin CNew Participant

    Tracking of Pull Conversations & Balanced ticket assignmentsSubmitted

    We recently started using Pull Conversations to help reduce cherry-picking and create a fairer workload across our support team. It’s still early days, but we’re already seeing some positive effects, our inbox feels more manageable, and the team is more focused.That said, one big gap we’ve noticed is the lack of visibility into how teammates are actually using Pull. For example, we can’t tell who’s clicking “Pull Conversation” versus who might still be going into the inbox manually and picking off easier tickets. There’s no data point or reporting on how a conversation was assigned - whether it was through Pull, manual selection, or something like Round Robin.Because of this, we had to take some pretty aggressive steps just to drive the behaviour change we wanted. We removed the general inbox from view and locked down the ability to change views altogether. It worked, but it felt heavy-handed. We’d much rather guide behaviour with data instead of restrictions.What we really need is better tracking of teammate behaviour around conversation assignments. Just something simple like:• “Was this conversation assigned via Pull?”• Who’s using Pull regularly• How are Auto Assignment features like Balanced or Round Robin actually being usedThis kind of visibility would help us understand if these features are working as intended and where we might need to coach or adjust our processes. Without it, we’re kind of flying blind.Would love to hear if others have found workarounds or if this is on Intercom’s radar already.

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    Forum|Forum|1 year ago
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    AmberK11New Participant

    Snippet usage figuresSubmitted

    Is it possible to include usage figures to Snippets, similarly to how Custom Answers does? This would be useful to highlight which are proving successful and low value to assist with maintenance. 

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    Forum|Forum|1 year ago
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    aurora.ganNew Participant

    Ability to detect diacritical marks and special characters of other languages when filteringSubmitted

    I want to suggest an improvement idea. As an agent when searching for all tickets and conversation related to a particular company,1. I am unable to scroll through the list of company available2. I am unable to see diacritical marks or special characters such as Greek or Spanish.This is really inefficient.

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    Forum|Forum|1 year ago
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    Emma MacKinnonNew Participant

    Feature Request: Track Usage of Home tabSubmitted

    I would like to request a way to track the usage of customizable features on the Messenger's Home tab.For example, if I add an external link, I want to see how many users click that link.  

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    Forum|Forum|1 year ago
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    David WhaleyNew Participant

    Snippet PermissionsSubmitted

    I would like to suggest the Knowledge Permissions include snippet permissions. It would be great if it could follow the same structure as Help Center Articles. I don’t want to give a user access to manage all content, I want them to be restricted to snippets only. With the current permission structure this is not possible. 

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    Forum|Forum|1 year ago
    JHarlowe
    JHarloweConnector

    Rich text formatting in custom data attributeSubmitted

    The idea here is to add some rich text formatting options to the “text” CDA option. There is currently single and multiline options however those do not allow for any formatting other that line breaks it seems.Our teammates use a CDA to surface most recent troubleshooting steps so that anyone who looks at the conversation / ticket can see that quickly in the attributes side bar vs scrolling through the full feed in the conversation / ticket 

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    JHarlowe
    Forum|Forum|1 year ago
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    Cassie AlterNew Participant

    30 second delay on email sendsSubmitted

    In Gmail, I am able to turn on a setting where I can click “undo” on my emails up to like  30 seconds after I send them. This means that when I click send and then “whoops, I forgot to mention this other thing” or “oh no, there’s a typo”, I can click undo, make the change, and then send it again. I use this literally all the time in gmail and I would like there to be a similar feature in Intercom.

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    Forum|Forum|1 year ago
    JHarlowe
    JHarloweConnector

    Company Data / CDAs available in table layoutSubmitted

    Currently the table layout in the Inbox does not allow for company attributes or at least some CDAs that are created as attributes on the company.Being able to have those company attributes available as addable columns that could be sorted or filtered on would be helpful for teammates who use the table view for conversation / ticket searches especially for teammates who work in B2B focused environments as company data is important.

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    JHarlowe
    Forum|Forum|1 year ago
    JHarlowe
    JHarloweConnector

    Call decline reason modalSubmitted

    It would be great if we could add in a modal box that comes up once a call is declined that allows an agent to provide a reason for a declined call. This would give leadership immediate insight into why calls are being declined, and potentially help to track patterns in missed calls.

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    JHarlowe
    Forum|Forum|1 year ago
    JHarlowe
    JHarloweConnector

    Text box in the apps side bar that can be used for sharepoint type linksSubmitted

    To make finding Sharepoint files easier, we are requesting to add a text box to the attributes side bar. This would help save time in looking through conversation feed notes to find fileshare links.With the current attachment limit, larger log and sysdiagnose files are not able to be attached to tickets, leaving file share the main go to option.

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    JHarlowe
    Forum|Forum|1 year ago
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    Eric AllardNew Participant

    Webhook for Articles eventsSubmitted

    Currently, webhooks for Help Center articles (such as article state changes, publishing, or new content creation) are not available in the Intercom platform.It would be helpful to add webhook support for Help Center article events, so that external systems can automatically react to changes in Help Center content and keep data synchronized.Specifically, webhooks for the following events would be valuable: Article created Article updated Article published/unpublished Article deleted This feature would enable developers to build more automated and reliable integrations that depend on up-to-date Help Center content, improving workflows and reducing manual effort.Is this functionality on the roadmap, or could it be considered in the future?

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    Forum|Forum|1 year ago
    Michael Stephenson
    Michael StephensonNew Participant

    Add a Update Subscription Preferences Tag That Doesn’t Trigger Immediate UnsubscribeSubmitted

    Currently, the {{unsubscribe_url}} tag in emails opens the unsubscribe page which is connected to your subscriptions. However, as soon as the page loads, the user is automatically unsubscribed from the specific subscription associated with that email, before they take any action. I understand the reason for this behavior to remain compliant with regulations. In addition to this tag, I’d like to see a new dynamic tag, such as {{update_preferences_url}}, that takes users to the same subscription preferences page without auto-unsubscribing them upon page load. This would allow me to: Provide both an “Unsubscribe” and an “Update Preferences” option in email footers Reduce accidental unsubscribes from users who intended to adjust, not cancel, their preferences Give users more clarity and control over their communication choices While users can re-subscribe on the page, the immediate unsubscribe is not an ideal user experience, especially if we are using the “update your preferences” text and tied to the unsubscribe tag. 

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    Michael Stephenson
    Forum|Forum|1 year ago

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