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    Beniamin BartkowiakNew Participant

    messenger-js-sdk have a intercom conversation started eventSubmitted

    Currently, when using the messanger sdk I don’t know if a user has started a conversation. I would like to react to that event but currently it is not easily achievable.I have to poll the Intercom API for all the conversation created events and then filter for that particular userIt would be much much easier for me to just react to a callback from the intercom messanger sdk that a conversation has started and then perform business logic that I want to have. Please consider addign this callback to the messangeer sdk.Similar callback exists in the mobile SDK according to FIN AI and it is called IntercomDidStartNewConversationNotification. I’m not sure how to use it since I am now developing this on a mobile application.

    0
    1 year ago
    Sean CoatesNew Participant

    Returning Customers MetricSubmitted

    I would like a reporting metric to be able to view the number of customers that have opened more than 1 conversation or ticket within the filtered period.Basically any user id where the count of conversation ids is greater than 1, within filtered parameters.Alongside a count of distinct conversations and distinct users within the filtered period, this will give our team a much better idea of how well issues are being resolved the first time, if the same issues are constantly coming back up, and if the same customers are consistently opening new conversations.

    0
    1 year ago
    David DesrosiersNew Participant

    Provide the URL of the public knowledge base article directly from editorSubmitted

    Given we need to reference knowledge base articles from external systems (ex: in banners, in release emails, etc. )Once I’m done editing my article and publishing I want an easy way to get the URL link to that article directly from the editor. I think that was present previously but got removed. pls add it back.

    0
    1 year ago
    Alex OlooNew Participant

    Enable 3rd Party TranslationsSubmitted

    The languages for my region are not main stream and are not likely to make it onto the main list. It would be amazing to be able to plug in our local startup that does translation so that I pass queries through it coming in and the output through it again. 

    0
    1 year ago
    Jennifer BedardActive User

    Customize Phone optionsSubmitted

    It would be helpful to be able to customize more options for the Phone channel, such as:Edit the default delay after phone menu options are shared before they are repeated (20s is too long and leads to more abandoned calls when they don’t pay attention the first time around)  Edit the speed of the AI voice (the voice is a bit too fast and leads to customers missing the phone menu options that are stated) (nice to have) More options for the hold/wait musicThese customizable options will help our customers navigate the phone menus easier, and reduce abandoned calls or calls that get routed to the wrong team.

    0
    1 year ago
    Jay PalmerNew Participant

    Fin responding before routing conversationsSubmitted

    I think it would be a great improvement to have the ability for the AI to be able to respond to conversations before routing them to a team member, either providing more context as to why the routing is taking place. This would be great for some guidance changes that would allow for responses before closure etc.

    0
    1 year ago
    GBS CSNew Participant

    Free type Office hoursSubmitted

    At the moment, Intercom Office Hours page only supports 15 minutes increments. It's not currently possible to set a custom start/end time. It would be good to be able to free type office hours. Example of when it is crucial to have this possibility: For one of our teams we have office hours until 10 pm CET, then all conversations are routed to other inbox. However, we found a gap of 1 min where we no longer have available agents covering inbox (chats appearing until 10:01 pm CET), so I would like office hours to end at 21:59. 

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    1 year ago
    Charlie MooreNew Participant

    Improve Reporting Classification for Phone Calls (Separate from “Closed With No Reply”)Submitted

    At present when taking the ‘Overview’ report as an example, phone calls are automatically grouped under “Closed With No Reply” in reporting. Whilst this classification makes sense for missed calls, it doesn’t accurately reflect answered calls, which are genuine customer interactions handled by teammates.Why this matters: Customer engagement is underrepresented. An answered phone call is a meaningful teammate interaction, even if no written message follows. Grouping these with “no reply” means reporting doesn’t reflect reality. Managerial insights are skewed. Team responsiveness and workload data appear distorted, making it harder to track performance, allocate resources, or demonstrate value. Consistency across channels. With Fin Voice resolutions expected to be categorised correctly, teammate calls risk being unfairly bundled into “no reply”, creating inconsistencies in reporting. Proposed solution: Keep missed calls grouped as “Closed With No Reply.” Reclassify answered calls as “Teammate replied,” since these are direct agent engagements. Ensure consistency so that both agent calls and Fin Voice resolutions are reflected properly in analytics. Impact: Reporting would become more accurate and trustworthy. Managers would gain visibility into the true volume of customer conversations handled by agents. Support performance could be measured consistently across chat, calls, and AI voice interactions. This small distinction would have a significant impact on reporting clarity, helping teams to better understand and optimise the customer experience.

    0
    1 year ago
    Henrik R
    Henrik RActive User

    Follow up trigger on Slack conversationSubmitted

    We tested the Slack integration and it workes fine.I´d suggest 2 things:To make it possible to create a ticket directly from these threads.  When setting status to resolved in a ticket (since this wont be possible in a conversation I guess), create a trigger that reacts on the initial Slack conversation with an emoji, eg checkmark ✅ for solved. This would make it easier to see if a thread in Slack already is solved.

    0
    Henrik R
    1 year ago
    LouHNew Participant

    Ability to edit the reply expectations messageSubmitted

    Since the reply expectations are set across all channels, it would be nice to be able to edit the language so we can set clearer expectations across different channels. 

    1
    1 year ago
    LouHNew Participant

    Ability to set per-channel reply expectationsSubmitted

    Specifically for the Slack Connect channels, it would be nice to be able to have a different reply expectation message. Those messages don’t get sent to email, for instance, so the “you’ll get replies here and in your email” message is incorrect. We also have different SLAs for convos coming from Slack, so the reply times are inaccurate. 

    0
    1 year ago
    Kieran MaddenNew Participant

    Updated dataset export page missing User Participant EmailsSubmitted

    The new dataset export page promises, “ It’s faster, more flexible, and supports everything the old version did—and more.”  This isn’t true when fields that we were able to add to reports are missing.  In the legacy dataset export tool, I was able to add a column that showed up in the export as “Participated (email)” that would list the email addresses of everyone included in the conversation.I’ve attached a copy of a recent dataset export file.  Column J has the field that is no longer available.This field is essential to my weekly reporting and analysis on my client conversations.  Please add this field to the new dataset export tool ASAP.Thank you,Kieran

    0
    1 year ago
    Eric DumesnilNew Participant

    Help Center Articles : Markdown support in Articles editorSubmitted

    We increasingly use AI tools that generate documentation in markdown. The current Articles editor doesn’t support markdown or auto-convert it, which makes updating to Intercom’s own formatting tedious and error-prone.Why it matters:Faster authoring: paste markdown or docs without manual reformatting Fewer formatting mistakes: consistent headings, lists, code blocksWhat would help:Native markdown rendering in the editor, or “Paste as markdown” auto-conversion, or Import/Upload a .md file with mapping to Intercom blocksMarkdown is a basic documentation standard—supporting it would streamline knowledge base workflows for many teams.

    0
    1 year ago
    Aiden Taylor
    Aiden TaylorNew Participant

    Gendering in voicemail summarySubmitted

    There is zero reason to gender callers in the voicemail summary, but beyond that, it’s also incorrect a lot of the time. Example: we had a customer named Aaron call in but the summary said Erin and referred to the call as “she” throughout the summary. It would be better to say “The caller… they.”

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    Aiden Taylor
    1 year ago
    Jovan N.New Participant

    Slack AI agentSubmitted

    Few improvements that could be game changer 1. Configuration option to prevent creating chats in Intercom inbox if AI Agent replied on Slack - currently it’s creating duplicates for us 2. More complex settings on automated responses: 2a - Option to prevent Fin to reply back to specific users selected in Slack channel 2b - keywords/topics he should ignore (e.g. Sales questions, pricing, etc...) 2c - Option to @user in Slack as per topic keywords (smth like channel stakeholders on different topics - e.g. Cancellations = mention one Slack channel user, How to this and that mention different user, etc...)3- better reporting on different channels where Fin is replying 

    0
    1 year ago
    Beth SNew Participant

    Remove the option of randomly generated namesSubmitted

    Intercom randomly generates names for unknown users.I see that this was raised 4 years ago however the issue is still unresolved: https://community.intercom.com/conversations-9/why-does-intercom-randomly-generate-names-for-anonymous-leads-192 Qualifying leads is not a solution if the conversation is not on Intercom Messenger but, for example, on Whatsapp.There needs to be an option to disable this feature, as mentioned in the thread above there are too many confusing colors in the random names such as “Amber” or “Violet” which are commonly used as names as well. 

    1
    1 year ago
    George LideNew Participant

    Phone Availability MetricSubmitted

    Our team does not provide omnichannel support—our agents are only available via phone during specific hours of the day. We would like to track the number of hours each agent's channel availability was set to "Phone" on any given day. This will help us measure whether an agent was available to take calls for the full duration of their scheduled phone shift.

    1
    1 year ago
    Ryan G.New Participant

    Auto-embed links to existing articles with @ + begin typing existing article titleSubmitted

    Google Docs has a wonderful feature.When I use @ and continue typing, it automatically finds other, existing Google Drive content to embed as a clickable link in my current DocI would like to have this same functionality in IntercomCurrentlyWhen I want to include a link, I have to:Type the text I want to appear Highlight it Select the link icon Type or search for my link Select the linkWith this featureI want to be able toType @ and then continue typing the title of an existing article If it automatically appears, press Enter to add the article title as a hyper link If it does not automatically appear, search for it, then select itThanks for considering!  

    2
    1 year ago
    Tommy Mains
    Innovator ✨
    Tommy MainsInnovator ✨

    Now that we have the CX score, can Intercom's Fin stop asking for CSAT scores?Submitted

    Part of the rationale around the CX score is to replace the need of CSAT scoring. I don’t send CSAT requests out as often as I used to, but I still like to offer the option. However, when chatting with Intercom’s iteration of Fin, I’m asked to leave a CSAT score every time, which seems like overkill on its own, but it also makes the bot frustrating to use, which makes me use it less and less.

    0
    Tommy Mains
    Innovator ✨
    1 year ago
    Chris WagnerNew Participant

    Allow Team member to select active or inactive per InboxSubmitted

    Currently, we have 2 distinct types of calls that come in. These calls are routed using a workflow to a specific inbox. If teammates had the ability to be available or unavailable for a specific inbox, it would be a huge benefit to ensure our team is working as efficiently as possible.

    2
    1 year ago
    Tiago AlmeidaNew Participant

    JWT Acceptance to authenticate userSubmitted

    I have a SaaS app where each client can customize its domain. For instance, the base domain is app.myname.com, but a client has the domain app.customer_name.pt, When accessing the ticket portal through the base domain, everything works flawlessly. However, when a client with a customized domain tries to access the ticket portal, the cookies aren't transferred, due to the different domains. Is there any way the ticket portal link can accept the JWT that authenticates the user, allowing the ticket portal to create the necessary cookies?

    0
    1 year ago
    Angie WallsNew Participant

    Details Tab - Apply attributes and apps for all team members on a teamSubmitted

    When it comes to setting up the Details tab, we have to direct all team members to update each individual item the way we want it in terms of pinning attributes and apps. We know for each team what we want this to look like across the board and it would be nice if we could bake out a template and link it to the team so that if they are on the team or specific product we could assign them the Details sidebar format that has all the things we need ready to go.Currently we have to tell them every individual thing to pin and add and how to organize it. 

    0
    1 year ago
    Angie WallsNew Participant

    Bulk select more efficiently when creating a macroSubmitted

    When creating a new macro, you can select which team or teams the macro applies to. We often need to select a multitude of these. Every time you select one, it takes you back to the top of the list and you have to scroll back down to the select the next one and this continues for each one thereafter. Even if you type in the key word, that will take you there for the first selection and then it resets for your next selection. It would be nice if I could type in “Dash” which is a key word in all of my team inboxes and I could bulk select all the Dash ones without it resetting everytime.Thank you, this would save us so much time!

    0
    1 year ago
    Damian SchneiderNew Participant

    Show to what messages Users/Leads reply in WhatsAppSubmitted

    When Users/Leads reply to messages in WhatsApp, it would be great to see to which ones they do that. It is a crucial feature that is missing, and because of that miscommunication happens a lot.  

    3
    1 year ago
    KhrystynaNew Participant

    Default audience targeting rule settings for articlesSubmitted

    We set the audience targeting rules to make our help center private (so limited to logged-in users), and we have certain tag-based restrictions on its different sections. It means that we have to have all the setup manually configured each time we have a new article. The restriction to access for Users is so easy to miss. It’s a real frustration for us, and we would prefer there was some kind of a setting to say what the default configuration for articles in this help center is so every article is limited to Users only from the start. 

    1
    1 year ago
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