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Jason FoxNew Participant

IP address type under User DataSubmitted

Please consider adding an “IP Type” feature under User Data that would display whether the IP is residential, hosting, commercial, etc. This will help us identify potential account intrusion and/or users using a VPN. Thank you.

Sarah25New Participant

Fin closing tickets that have been routed to teamSubmitted

I noticed a bit of a peculiar behaviour in Fin. We have several guidances set up in regards to routing chats to team members. Fin generally applies them when appropriate and this is working well. However, sometimes users are extremely polite and they thank Fin for routing their request. This is immediately interpreted as a positive response to the request with Fin assuming the query is solved and closing the chat. I’ve tried formulating a different guidance to prevent Fin from closing these chats but it does not work. We do not want to disabled the auto-close feature entirely but it’s also not ideal to have Fin close chats where the expectation is very much a human response. I believe there should be a mechanism to prevent Fin from ever closing any chats that have been routed to the team.

Horácio PontuaNew Participant

SET FIN AI RESPONSE TIMESubmitted

You can set a response time (in seconds) for FIN AI.It responds very quickly; in our culture, customers don't send a single question. Therefore, FIN responds immediately to a sentence, leaving the FIN's response incomplete or inconsistent.

Williams SantanaNew Participant

Intercom Fin Digital Agent Yes or No Buttons to clickSubmitted

Instead of having the 'was that helpful?' auto-question, create yes or no buttons to click. It might be easier for customers to provide feedback.In general, end-users need to type "Yes," which can take more time during the typing process. Intercom Find Digital Agent Typing process

Mattie JonesNew Participant

Customizable notificationsSubmitted

It would be great to have more granular notification settings — for example, the option to mute alerts when someone else snoozes or closes a conversation. Those updates aren’t actionable for me, but I still want to be notified about replies or mentions.

Aiden TaylorNew Participant

Remove conversation tag with macroSubmitted

It would be useful to allow a macro to remove a tag from a conversation. Example: customer calls and is sent to voicemail, which adds the tag “Voicemail”. However, the customer hangs up before the voicemail greeting is finished. That conversation comes in as “Abandoned in Voicemail,” and the “Voicemail” tag is applied. We then apply a macro to close the conversation, but it cannot remove the “Voicemail” tag, so we end up with skewed data.

CarlsabomNew Participant

Ability to Customize Reply Email Address by AudienceSubmitted

We have multiple audiences in Intercom, and it would be very helpful to have a setting that allows us to select the “from” email address for each audience. Right now, Fin always replies from the same email, which isn’t ideal when managing several brands or websites.

Pamela Van GasseActive User

Phone settings should be brand specificSubmitted

At this time multi-brands can only be connected with emails, Messenger and Help Center. Currently, it does not have the capability with phone.This should be possible though. When a customer calls, a conversation is created. When a teammate needs to further communicate with the customer, they need to manually set the brand in order for the brand settings (signature) to be correct.

Jihan JavierNew Participant

Shareable link to live chatSubmitted

Currently, live chat is only available if you visit the websit or if you are a user. It would be great if there was a link that we can include in confirmation emails that would direct “guests” to the live chat if they need support.

aestandanteNew Participant

Internal Document in Fin AI AgentSubmitted

Hi Team, Is it possible that tables can also be integrated or capture when uploading documents? Thank you!

Marco BernardNew Participant

Direct Export of Help Center Knowledge Base Articles without APISubmitted

I read already that through the Articles API you can export the complete Help Center Knowledge Base, but before someone suggests that, my request is for Intercom to make a button available to just plainly export the complete knowledge base, because we want to back it up in case something happens to Intercoms Up-time etc. (hopefully not at all :D). Currently our manual process is to copy paste the articles into Notion, but that process is so outdated and we want to something simpler.

Austin AlexanderNew Participant

Allow Fin to analyze documents uploaded as filesSubmitted

Right now, Fin can analyze and understand images uploaded through the chat and provide answers through there. That should be expanded to where if a user uploads a file such as a PDF, DOC, CSV, XSLX, etc then Fin can analyze the content of that doc and compare it to the knowledge it’s been given to provide an answer to the users question Example:A user uploads a CSV file asking why the file failed to upload to our system. Fin analyze the content of that CSV file and sees that the headers do not match up with the formatting of the headers we’ve given it. Fin can provide an answer stating that the file failed to upload due to a header formatting and give an appropriate solution based on internal documentation

Aiden TaylorNew Participant

Teammate Activity by ChannelSubmitted

It would be helpful to create a report that shows which channel and for how long the teammate was active. Example:Date/Range Teammate Channel Time Active Sept. 1 - 7 Agent A Conversations 29 hrs 5 mins 9/1/2025 Agent B Phone 5 hrs 48 mins

MerryNew Participant

Filter Timespent report via Actual timespent dateSubmitted

When generating a report on time spent in the "In Progress" state, Intercom does not filter for the actual time spent on a specific date. Instead, it aggregates the total "In Progress" time and attributes it to either the ticket's creation date or the first reply date. Because Intercom lacks native time-tracking, we rely on this state reporting to measure how much time teammates spend working on tickets. The current reporting limitation prevents us from accurately tracking daily/weekly team effort, creating a major roadblock in effective team management and capacity planning.

Rachel M12Connector

Introduce Table List of Tickets in ReportsSubmitted

Often, we have a need to create a report which is just a list of tickets meeting certain criteria. These are reports that we want to come back to regularly using the same filters/columns etc. It would also be good to be able to change the order of the columns that are shownCurrently the only option for this is a data export which is cannot be added to dashboard, cannot be saved unless you schedule an email delivery (which only sends to a single person), cannot have the date filter removed and the columns cannot be re-ordered.

Rachel M12Connector

Introduce 'Open Tickets' MetricSubmitted

There is a metric in the conversations dataset which shows ‘open conversations’. Can this metric be added to the tickets dataset which shows all tickets in an open state WITHOUT the need to add a time frame. Currently if I want to run a report of all open tickets, I have to run a report to show all new tickets opened in the past 2 years (as far back as Intercom goes) which are not in a closed state. This is not a good workaround. If we have the misfortune to have tickets which are older than 2 years, then they will not currently be listed.

Pamela Van GasseActive User

Export reportSubmitted

At this time it is only possible to export the list of tickets from a report to csv, via the drill-in.It should also be possible to export the complete report with charts, for example to PDF.

Pamela Van GasseActive User

Add teammates in side conversationsSubmitted

At this time, it is not possible to add teammates in side conversations.However, we need to be able send side conversations to partners and add colleagues or service managers in cc so that they are informed.

Matt CrockettNew Participant

WhatsApp Business Outbound calls which are recorded and linked to ConversationsSubmitted

Most of our customers these days prefer receiving calls via WhatsApp because of IDD charges for roaming. Being able to use WhatsApp Business via Intercom to make outbound calls which are recorded, transcribed, and linked to Conversations (customer tickets) would be hugely helpful for our customers and agents handling the case in future.

Eduard UngureanuNew Participant

Global BlocksSubmitted

Would be great to have some sort of Global Block. A Global Block can contain everything that an article can: Text, Headings, Lists, Dividers, Images, etc. The purpose of a Global Block would be to be used on different articles that shares the same “block of content” with they key feature, that if a Global Block is being used in different articles, changing its content from any of the articles, will automatically change all its instances across all other article where it has been used.

Manon Le HentNew Participant

Articles Bulk EditingSubmitted

Hello, When managing 400+ articles (that’s for us, but numbers are quite irrelevant here) it’s nearly impossible to update our content following a major release from the company in a smart and quick enough way. Should a feature change names for instance, we’d need to go into every single articles to update them. No company has the human power nor the time to do so properly. Can we not have a export/import .csv like Zendesk for bulk article editing? Thanks :)

Flora MuschampNew Participant

Show Collection breadcrumb or Topic tags in Help CenterSubmitted

It would be really useful to have either a breadcrumb of the Collection structure or some other form of tagging or content flag visible in the search results when a user searches for articles within the Help Center. We are using the Help Center to cover help across multiple products and are using the first level of collection to segregate articles to each product set. However if a user types in something generic like “How do I add users” they get search results that cover user management in any of the collections and thus can’t distinguish which article was intended for them. I understand that using audience rules should be able to help us if a user is searching via the Messenger but even so I still think this would be really helpful. I found other users have raised the same problem but couldn’t find where to upvote an existing idea. We’ve investigated having multiple Help Centers so we could better segregate our articles but the fact you can only have one help Center linked to a messenger probably rules this out as a fix for us. Here’s an example of unhelpful search results in our current implementation:

Renee SchaeferNew Participant

Knowledge Hub: Edit the order columns are displayedSubmitted

In the Knowledge Hub, I would like to control the order in which columns are displayed. The default order makes it so I need to scroll horizontally all the time. I have 6 columns displayed, but the ones I care about most right now are Last Updated At and Last Updated By and they’re ALL the way to the right. I can’t move them over.

NuritInnovator ✨

Add "has any value/ is unknown" options to custom attribute conditions.Submitted

When using custom attributes as conditions in a workflow, the only options available are "is" or "is not". This means that if we want to check if a field is empty or has any value, we have to use "is" or "is not" for every value available, instead of simply choosing "has any value" or "unknown".Furthermore, every time we update the attributes with new values, we also need to add those to the workflow branch condition.It would be much easier if we could simply choose "has any value" or "unknown".

Uttam SinghNew Participant

Allow “Dofollow” Hyperlinks for Verified External Domains (e.g., Company’s Own Website)Submitted

Hi Intercom Product Team,We’d like to request an enhancement that allows “dofollow” hyperlinks for verified external domains — specifically when linking to a company’s own website from its Intercom Help Center (help.example.com)We’ve optimized 250+ Help Center articles with complete SEO best practices, including meta titles, descriptions, H1s, H2s, image formats, alt texts, and word count improvements. Our goal is to drive users from our Help Center to our main website (example.com) for deeper product engagement and better organic visibility.Currently, all external links (even those pointing to our own company domain) are automatically set to “nofollow”, which prevents search engines from passing link equity and impacts our SEO performance.Enabling “dofollow” linking for verified domains owned by the same company would significantly improve SEO continuity, user experience, and brand visibility — without compromising platform integrity or security.We truly appreciate Intercom’s focus on flexibility and innovation and hope this can be considered for future releases 🙏— Uttam

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