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    3160 Ideas

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    Dean TavenerNew Participant

    Index attachment file names for searchSubmitted

    Search includes message content but not attachments. Makes it quite hard to find an attachment if you know the file name but not the sender or date. Please index attachment file names for global search.

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    Forum|Forum|1 year ago
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    Matthew NeeleyNew Participant

    Default Company assignment for Customers with access to Multiple CompaniesSubmitted

    It would be incredibly beneficial to add the ability to select a default company for Customers when they have access to multiple companies and they open a new conversation/ticket. For example, If Customer 1 has access to Companies A, B and C. They are an employee of Company A, which is the “Parent” company of Companies B and C. We would like to be able to have it set so that when this user creates a conversation, it defaults to Company A rather than having to search through the list of companies they have access to to select this every time. The reason for this is because we have some customers that have access to 20+ companies. Having a default option for this would be amazing.

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    Forum|Forum|1 year ago
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    ErnTaylorNew Participant

    Delete insert buttonSubmitted

    Building a help article, if you accidentally add a button its really hard to delete it.  I alway mix the insert button and insert divider and add that unnecessary button.  Then the only way to delete it is to enter fake information then carefully highlight it and delete. 

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    Forum|Forum|1 year ago
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    Charlie O'BrienNew Participant

    Reinstate the "Three Dots" to view a full threadReleased

    The removal of the Three Dots to view a historic thread is very inconvenient. The vast majority of our tickets are forwarded in from other members of staff, or clients themselves. Forwarding content to us is a massive part in our everyday work, so not being able to view the full thread as normal has a huge impact on us.The only option now is to view the Raw Email, which isn’t the same and is not a good solution. Reading an email in HTML format is not user-friendly, nor has it saved us any time. It removes attachments which, again, is causing huge problems.Please reinstate the Three Dots.

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    Paul D
    Forum|Forum|1 year ago
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    Monica WalkerNew Participant

    Add Aggregated "Wrap-Up Time" Metric in Intercom ReportingSubmitted

    We’re able to view Wrap-Up Time per conversation in the dashboard, but we don’t have a way to see this summarized or aggregated at the agent or team level. It would be incredibly helpful to have a reportable metric that reflects total and average Wrap-Up Time for agents. 

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    Forum|Forum|1 year ago
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    Stephanie Paige BeattyNew Participant

    TO, CC, BCC in Manage Participants OptionSubmitted

    With the introduction of BCC to Emails, would really enjoy the ability to choose where Participants should be listed under the “Manage Participants” Section. Maybe like a Tab View to rotate over on who is listed under TO, CC, & BCC. With the BCC offering a quick add of myself “Quick Add YOU as BCC” (this concept is the idea of following the ticket). 

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    Forum|Forum|1 year ago
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    Christophe CoevoetNew Participant

    Show date of last API access for private apps in the developer hubSubmitted

    Currently, the private apps in the developer hub show the date of the last installation or token regeneration.This is not very useful to identify whether that private app is still actively used or whether we have valid API credentials that are not needed anymore.To be able to safely delete unused private apps without the risk of breaking some usages, it would be great to have an info about the last time the token of the app was used to access the API.

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    Forum|Forum|1 year ago
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    Christophe CoevoetNew Participant

    Support URL pattern matching for product tours and outbound messagesSubmitted

    We are developing a product that is highly configurable, so most of our URLs involve some id placeholders.The current URL matching capabilities of outbound message triggers or product tours make it quite hard to target our pages. We have to create multiple “contains” criteria for the various static parts of the URLs, still hoping that it does not match extra pages having those static parts in a different place.It would be great to support targeting URL patterns instead, to make this case easier.

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    Forum|Forum|1 year ago
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    SpotAINew Participant

    Manage Chatbot NotificationsSubmitted

    We have received feedback from our customers that the notifications within the chatbot for tickets is cumbersome, specifically with regard to the message window popping up unprompted. Please create a way to allow the message window to stay minimized but with a notification number unless it is actively interacted with by the customer.

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    Forum|Forum|1 year ago
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    Donna WalkerNew Participant

    Edit AI before sending to a customer.Submitted

    Intercom have advised that there is no way to see the AI response and edit it before sending to a customer.We respond to complex questions, so we want to improve AI’s reponses, we can’t be the only company who wants a choice imbetween the one to not use AI and let it send messages to customer without review.

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    Forum|Forum|1 year ago
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    Beezzz SupportNew Participant

    Enable opportunity to copy data connectorsSubmitted

    I would like the option to copy data connectors. This will save me time. 

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    Forum|Forum|1 year ago
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    Angie WallsNew Participant

    Easier Way to View All Tags in a ConversationSubmitted

    Hello,Can there be an easier way to view all tags associated to the conversation from within the conversation view? It would be nice if on the Details side bar there was a section for tags and you could easily remove or edit them.Currently if I am reviewing a case and want to see what tags are associated I have to look for the tags in various sections or read the conversation events in hopes of not missing them.Additionally, when my team gets a case transferred to them from another team, they may want to remove a tag which means they have to do the same review as above and hope they don’t miss something.It would be great to have one spot to view this and easy click to remove a tag if necessary.Thanks for your consideration. 

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    Forum|Forum|1 year ago
    Trevor
    Innovator ✨
    TrevorInnovator ✨

    Mark old AI Agent conversations as "Reviewed" in the "Optimize" reporting section for Fin AI AgentSubmitted

    It would be great to have a feature in the "Analyze" portion of Fin AI Agent, to mark that I've "Reviewed" a conversation. Or maybe even leave notes for myself and other managers to see outside of the context of the conversation, only in the context of the “Fin Performance” or “Optimize.” Thinking like UI green check marks I can select when I’ve reviewed something, or flag a conversation to revisit and work on later. We've been reviewing all of our Fin "sent to teammate" to see how we can get more of those resolutions from Fin. Sometimes the answer is perfect, and the customer just doesn't read... And I'd like to somehow notate that I've "Reviewed" a conversation so I don't review it again in the future

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    Trevor
    Innovator ✨
    Forum|Forum|1 year ago
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    Emilia CarvellNew Participant

    Multi selectable days in office hoursSubmitted

    As you can’t add public holidays into the office hours, we’re having to manually  adjust the office hours every time there is a support closure I think it would be helpful to be able to multi select days in this view, rather than having to add a new office hour line for every day, and then just omit the day of the closure. It’s a 1 minute job that ends up taking ages because you have to duplicate loads  

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    Forum|Forum|1 year ago
    Niels Kristiansen
    Niels KristiansenNew Participant

    Add content to the Product tour from APISubmitted

    The content for the product tour should have the possibility to come from an external source as well, such as an API. This allows us to centralize all help materials—tooltips, product tours, and other content—in one place for easier management.

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    Niels Kristiansen
    Forum|Forum|1 year ago
    Niels Kristiansen
    Niels KristiansenNew Participant

    Dynamic Product Tours Based on Feature AvailabilitySubmitted

    User storyAs a product owner of a multi-tenant SaaS platform,I want to provide a unified product tour experience that dynamically adapts to the feature set available for each customer,so that I can deliver relevant onboarding without having to maintain separate tours for each customer variation. DescriptionWe have a SaaS product where all customers access the same user interface via their own subdomains (e.g., customer1.domain.com, customer2.domain.com). While the UI remains the same, each customer has a unique set of features enabled based on their subscription or use case.For example, if a product tour contains three feature-based steps: If a customer does not have Feature A, the related tour step should be hidden. If a customer has Feature A and Feature B, only the relevant steps for those features should be shown. If a customer has all three features, they should see the complete tour. So we would like to design a single, flexible product tour that: Automatically adapts to show only the steps relevant to the features available for that customer. Supports conditional logic so that we don’t have to create a separate tour for each feature combination, which is not scalable. Incorporates page-level logic based on CSS elements: If a targeted CSS element (e.g., a .button, .tab, or .widget) doesn’t exist on the page, the tour should: Fallback to another step targeting a different CSS element (if configured), or Skip the current Pointer or Post step entirely. Use a Workflow to decide the next step in the Product tour (If this, then that)

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    Niels Kristiansen
    Forum|Forum|1 year ago
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    EB1901New Participant

    Call feature: Only receive notifications for phone calls.Submitted

    At the moment, it's only possible to enable notifications for all activity, not just for calls. It would be incredibly helpful for my team to have the option to receive desktop and sound notifications for calls only, so they’re alerted when immediate assistance is needed. Currently, team members only receive call notifications if they have Intercom open, which makes it easy to miss them. Also somewhat related to this idea:  

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    Forum|Forum|1 year ago
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    KhrystynaNew Participant

    News center items restricted for users onlySubmitted

    It would be great if we could restrict access to the news center items so that only users can access similar to how it’s currently possible to set access to articles (Visitors, Leads, Users). It’s one thing that’s preventing us from using this at the moment as it’s important for us it’s not publicly accessible. 

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    Forum|Forum|1 year ago
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    AmaNew Participant

    Edit Option for Sent Messages in Live ChatSubmitted

     I’d like to suggest a feature that would greatly improve the user experience during live chat interactions—an edit option for sent messages. Currently, once a message is sent, there’s no way to correct typos, clarify a statement, or update information without sending a follow-up message. This can lead to confusion for users and cluttered conversations for both support agents and customers. It would be helpful if users and agents had the ability to: Edit a recently sent message within a short time window (e.g. within 2-4 minutes), Clearly display that the message has been edited (for transparency), Maintain message history for compliance if needed.  This functionality is common in modern messaging platforms and would go a long way in improving real-time communication accuracy and professionalism. Thanks for considering this, and happy to provide more context if helpful.

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    Forum|Forum|1 year ago
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    Ahmed HaidarNew Participant

    Be able to change from days to timestamp in chatSubmitted

    The possibility to change from only seeing chat timestamp in days to be able to see the exact date and time (as you get when hovering over the “3 day” stamp.

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    Forum|Forum|1 year ago
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    Lauren ColdrickNew Participant

    Filter or group suggestionsSubmitted

    It would be great if the suggestions could be filtered or manually grouped so that subject experts only have to review the content that relates to them. The current system is only effective for if one person is able to review them all. 

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    Forum|Forum|1 year ago
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    Macall GardnerNew Participant

    CX Score being able to trigger automated workflowsSubmitted

    With the new CX Scores, would be great to be able to use that data field as a trigger for kicking off automated workflows. Example- Ticket or Conversation that received a 1 or 2 rating - automatically be able to send to a specific team, or alert @mention who we might need to review and potentially outreach to the customer again in hopes to improve or resolve their experience. Right now its manual and reactive by going through reports. 

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    Forum|Forum|1 year ago
    Candyce
    CandyceNew Participant

    Outbound Emails and TaggingSubmitted

    There is really two parts to my idea. For one, we find it really annoying to have to create a tag to use a csv file to send a one off email through the Outbound section. We don’t want our workspace to get overloaded with a bunch of tags just because we are sending an email. Although you can use audience rules, a lot of the times we have to do email=xxx.com or email=xxx.com for how many people we are wanting to send to just to get around from having to tag them. Could it be possible to make tagging the users from a CSV upload in an outbound email to be optional? Also, a way to send dynamic emails to certain emails would be nice too rather than having to use the ruling. So maybe like a bar that lets you type in an email and send without ever having to update the email or add an attribute that I have to edit under each person per each email I need to be set up like this.

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    Candyce
    Forum|Forum|1 year ago
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    True Profit Customer SupportNew Participant

    Multiple selection for Conversation AttributeSubmitted

    Please allow to choose multiple selection in the List option when close the conversation. 

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    Forum|Forum|1 year ago
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    Jobi JohnNew Participant

    Balanced Routing EnhancementSubmitted

    I would love if we could have more flexibility to balanced routing. It would be great if we could control priority to determine who should get the next open conversation. For example, right now when there are multiple eligible teammates for the same team inbox, conversations are assigned to the teammate with the fewest open conversations. However, I’d like to use custom roles to determine priority. We have Sr. and Jr. team members and I’d love to make sure the Jr. team members if they have capacity are prioritized first before the Sr. team members. Our Customer Success team handles both Support and Implementations so Sr. team members may be wrapped up in additional projects outside of Intercom. I’d prefer if we didn’t have to set up different teams for Sr. or Jr. team members to control conversation assignment, but is that the only method right now to achieve this?

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    Forum|Forum|1 year ago

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