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    3160 Ideas

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    nmoe@instawork.comNew Participant

    Add the ability to subscribe to a trigger when an article is updatedSubmitted

    I’m looking to trigger certain external workflows when certain articles are updated in our intercom instance. Example workflows include (but is not limited to) customer and internal newsletters. This would be a pretty cool feature to ensure eyeballs are kept on high-value articles whenever they change/are updated, especially as more and more disparate teams are collaborating to ensure these articles are up-to-date. 

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    Forum|Forum|1 year ago
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    Monika PNew Participant

    Whole Message in Chat previewSubmitted

    After the changes of Chat Edition in Outbound there is a short version of chats preview. Just the beggining of the message.I don’t see the whole content at first sights. Showing the whole message at first allows us to have a quick view what we are sending to our users, especially in dynamic audience, withour having to edit the message and clicking at “Show the full message”. Now I have to edit the message (1 click), click Show the full message (2nd click) just to see what we are writing. 2 clicks. Before all I had to do was just to go to the message.What is more to edit this I need to also make more clicks. It is really uncomfortable way to see clearly the content of our messages. It takes more time to check it and edit it. Also - it made me scared that the rest of the message was gone.  I spoke to one of your Support team, and he said - This is expected behavior after the recent Messenger and Outbound UI updates, full message content is no longer displayed directly in preview cards to keep the interface more compact.so well, my opinion as your everyday user is that this is not the expected behavior, and its not making my work easier and more compact. This limitation in the edit view makes it harder to manage content confidently and takes more time. It is not a change for better.

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    Forum|Forum|1 year ago
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    Max VreekenNew Participant

    Remove Inbox for teammates that don't handle conversations.Submitted

    As the product owner for our intercom installation I would like to hide the inbox from the left panel for teammates that don't handle tickets.For instance our marketing department writes articles, send outbound messages and does automations.They don't need to see the button to the inbox and should not be able to be assigned to a ticket.  

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    Forum|Forum|1 year ago
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    Kelly KresgeNew Participant

    Allow user ID as an input on the "Add note" Zapier actionSubmitted

    Since Intercom allows for multiple contacts (users) to have the same email address, using a combination of attributes and/or fallback logic is a better way to identify a particular user compared to email alone. Intercom's Zapier action Find user provides a number of options which would allow you to return a single user as a result, but the Add note action does not. Because the Add note action only allows email as an input, it errors anytime Intercom returns multiple users with the same email. And because it only allows email as an input, there is no way to get around this — and this makes this action unusable in all cases where an email address belongs to multiple users. Feature request summary: Bring Intercom's Add note Zapier action to parity with Intercom's Find user  Zapier action by allowing multiple attribute inputs for finding users and/or fallback logic when multiple users are identified.

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    Forum|Forum|1 year ago
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    khpNew Participant

    Customizable CX Score CriteriaSubmitted

    With the release of the CX Score, we’ve noticed some instances where conversations received a 5 rating, despite having received a negative CSAT survey, and other conversations where CX score is rated low, but overall, it was a positive interaction. It would be great to have a way to customize CX score according to our business / understanding of customer sentiment. Even just being able to toggle criteria on and off, e.g. we do think CSAT surveys should be taken into account for CX score, just with a smaller weight

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    Forum|Forum|1 year ago
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    Sharon TieuNew Participant

    Support anchor (jump) links for regular textsSubmitted

    Currently, Intercom’s article editor only supports anchor (jump) links for headings H1 to H4 using the “Copy anchor link” feature. I am requesting a built-in way to create a jump link for  <p> tags or other non-heading elements—manual anchor tags like <a href="#my-section"> . I would like to create direct jump links to normal <p> tags or regular texts within the same article which are not currently supported in the current editor workflow.

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    Forum|Forum|1 year ago
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    ToshiNew Participant

    Tutorials / GuidesSubmitted

    It would be fantastic if we could create custom tutorials to send to customers. For example, when a customer asks how to do something, we could send them a tailored tutorial, and Fin would guide them directly on the website. Specific buttons could be highlighted with messages like “Click here,” making the instructions easy to follow in real time.

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    Forum|Forum|1 year ago
    Eto
    EtoNew Participant

    Add Georgian LanguageSubmitted

    My company relies on the Intercom as a tool for communication with customers, we have encountered some challenges when it comes to serving our Georgian-speaking customers effectively.One of the main issues we face is that Intercom currently does not support the Georgian language and it causes some difficulties while in communication. We have started to use a Language Override in workflows. However, we find that we are unable to fully address all cases.Also currently, Intercom does not allow us to publish a separate Help Center in the Georgian language alongside the English one.In light of these challenges, we have been actively researching other companies from Georgia that utilize Intercom and have found that many of them using Intercom.We kindly request that Intercom consider adding support for the Georgian language as an official language option.  

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    Forum|Forum|1 year ago
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    Sofia MaconiNew Participant

    Translate CSAT feedback into default workspace languageSubmitted

    Translate CSAT feedback into default workspace language. Right now, we’re translating the conversation but then when a user leaves feedback in their native language, I still need to use a third-party tool to translate the feedback to understand it. 

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    Forum|Forum|1 year ago
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    Lauren GiblinNew Participant

    Custom Pre-Recorded Message for Outbound CallsSubmitted

    I would like to be able to upload my own recording for the outbound call message that notifies customers that the call is being recorded.  

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    Forum|Forum|1 year ago
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    Sara HartNew Participant

    Allow for collections to go deeper than 3 levels in KnowledgeSubmitted

    Please allow collections to go deeper than 3 levels in Knowledge. My team uses Intercom partly as an in-app documentation repository, and the 3 level limit forces us to structure our documentation in an unintuitive and jumbled manner.

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    Forum|Forum|1 year ago
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    Bukunmi OjumuNew Participant

    Sort FIN AI Suggestions listSubmitted

    I'd like to submit a feature request on FIN AI Agent Suggestions. It would be great if it could be possible to sort the list. A use case would be the ability to sort suggestions based on number of conversations used to generate the suggestion so we can begin or focus on optimization efforts that would have the most impact.   

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    Forum|Forum|1 year ago
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    Roy AberyNew Participant

    Alerts to actively engage with poor (1-2) CX conversation ratingsSubmitted

    Ideally an alert to send to key teammates - so support team are aware of any 1 and 2 CX ratings, so the teammates can follow up if the user did not get a satisfactory experience with support. Perhaps can be done as an overnight process or how often the ratings are applied (as soon as possible is better).Currently would need to manually run the CX reports and filter accordingly and monitor accordingly.

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    Forum|Forum|1 year ago
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    LucieNew Participant

    New API for retrieving data on newly started conversations in the native messengerSubmitted

    Feature request for a new API for retrieving data on newly started conversations in the native messengerCurrent situation: once the user starts a new conversation in the messenger, there is no way to get details about it.Expected result: there should be an API to get details about a newly started conversation.

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    Noam Ben Harush Shani
    Forum|Forum|1 year ago
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    Marijke GravemakerNew Participant

    Reuse workflows for the holidays by scheduling again with different dates from pause stateSubmitted

    There are several ideas related to this topic where people are struggling with pausing workflows and setting them live again during the holidays. What we do at our company is we duplicate our normal workflow and add a message saying “Hello! We're currently closed, but feel free to ask your question. You will receive an answer through e-mail as soon as we're open again.” We then publish it scheduled. Another user commented that they do something similar:https://community.intercom.com/ideas/would%2Dlove%2Dthe%2Dability%2Dto%2Dschedule%2Da%2Dspecial%2Dnotice%2Dfor%2Dthe%2Dholidays%2Dinstead%2Dof%2Dhaving%2Dto%2Dturn%2Dit%2Don%2Dand%2Doff%2Dmanually%2Din%2Dreal%2Dtime%2D3487?postid=26377#post26377 The problem is that after the holidays are over, the workflow is “paused” and you can't schedule it again for the new upcoming  holidays. It would be great if this became a feature so you don't have to duplicate it again. Thanks in advance!

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    Forum|Forum|1 year ago
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    Marijke GravemakerNew Participant

    Intercom uses an anchor link when sending "Your Intercom recovery code" email to show relevant part of the articleSubmitted

    When users ask for a recovery code they receive this email from Intercom: “Hello (name), Your teammate Marijke has generated a new recovery code for you. This code can only be used once. Your recovery code is (code)You can use this to regain access to your account by entering it in the recovery code field. Once in you should set up 2FA on another device or download your recovery codes so you don't get locked out again: https://www.intercom.com/help/en/articles/181-protect-your-account-with-2fa-google-sign-on-or-saml-sso#enable-2fa-on-your-intercom-account- If you did not request this recovery code, please contact Marijke or Intercom customer support at team@intercom.io.” If you click the link you get directed to a generic article, regardless what your function is (admin or user). A lot of our users do not understand what they have to do to set up 2FA again. It would be better if an anchor link was used so you get to the relevant part, which is:“How to Migrate authenticator app to a new deviceTo migrate your authenticator app to a new device to be used for 2FA with Intercom, follow these steps:1. Log into your Intercom account on your computer.2. Go to your Preferences page by clicking here.3. Toggle off "Enable 2FA".4. After disabling 2FA, toggle it back on to set it up with your new phone.5. Scan the QR code displayed on your computer screen using the authenticator app on your new phone.”  It would also help if the title was “How to reset 2FA or migrate authenticator app to a new device” or something like that. Thanks in advance!   

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    Forum|Forum|1 year ago
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    Cameron DiiorioNew Participant

    Add keyboard arrow functionality for improved tagging workflowsSubmitted

    I would like to propose a solution to an issue that my team has come across when trying to create tags within the Intercom Knowledge module. Currently, it is not possible to use the down arrow + Enter key to select and assign existing tags when searching for existing tags using the search bar. This shortcut is present on many softwares, and this would be a huge QOL improvement for us as we are working with multiple articles a day. The Intercom team’s help would be greatly appreciated regarding this matter!

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    Forum|Forum|1 year ago
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    Thompson, MarkNew Participant

    Android SDK 15.16.1 Activity leakingSubmitted

    IntercomRootActivity shown to be leaking with the Android Studio memory profiler. Steps to repro:Launch your app in debug, or attach debugger. Launch Intercom with a call Intercom.client().present(IntercomSpace.Home) Close Intercom completely.  Go to Profiler->Memory then Capture heap dump. Android Studio should report IntercomRootActivity as leaking. Alternatively, if you’re using LeakCanary, it will show over UI because it is detecting this leak.  

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    Forum|Forum|1 year ago
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    Support AdminNew Participant

    Mobile messaging workflow requires unnecessary user interactionSubmitted

    Why does the Intercom workflow trigger for “opens a new conversation in the messenger” require a reply button on mobile?Our goal is simple: we want to automatically send an introductory message as soon as a user opens a conversation on mobile, without forcing them to tap an unnecessary button first. This extra step creates friction and isn’t user-friendly.Unfortunately, switching to the “Customer sends their first message” trigger isn’t viable either. Many users won’t know they’re supposed to send a message at all unless they’re guided, so waiting for their input first defeats the purpose.Disabling the error message would solve this problem immediately. 

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    Forum|Forum|1 year ago
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    rconwayNew Participant

    Allow Fin to respond to reply buttonsSubmitted

    Currently Fin only responds to questions that a user types into Messenger - however in some cases it is more helpful to provide the user with reply buttons so that they can ask common questions quickly without typing (or to give them ideas of the kinds of questions they might like to ask).However currently Fin will not treat the user clicking a reply button as something it can respond to - I think it would be helpful to allow this.

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    Forum|Forum|1 year ago
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    Alif HamkaNew Participant

    Sending reminder or messages before abandoned workflow conversations is closedSubmitted

    Hi Intercom Team, In this documentation https://www.intercom.com/help/en/articles/7872967-auto-close-incomplete-workflows-conversations it says that we can customize a message when the chat auto close due to abandoned workflows.But the option is nowhere to be found.After going back and forth with your team, they confirmed that the custom message is only available when the workflow use FinAI, and regular workflow doesn’t have this capabilities.This is completely misleading and the auto-close is not helpful and even create bad customer experience.Please fix this and add the proper feature as promised in the documentation.Thank you.

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    Forum|Forum|1 year ago
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    Cassandra D12New Participant

    Email subject line to be visible without needing to clickSubmitted

    Currently when an email comes through, the subject line isn’t completely visible and you have to click on the message to view it.  Some clients who are not technologically savvy can write their full emails in their subject lines. 🙄 We would like to be able to see the full subject line without having to go find it/click to view. This would ensure that no important information is missed.

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    Forum|Forum|1 year ago
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    Angie WallsNew Participant

    Ability to bulk open conversationsSubmitted

    Hello, Often times I am utilizing a report drill in and I want to open every conversation (case) for review. Can you please add a bulk open option?Currently, I have to click each one individually. It also will pull me into each new tab as I open it so I have to go back and forth opening each one.I’d imagine this being a multi-check box select option with a “select all” option as well but open to your expertise.Thank you for your consideration. 

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    Forum|Forum|1 year ago
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    Brice BENENew Participant

    Reusable workflow for customer tickerSubmitted

    We are using a lot the tickets to handle the follow up of our clients (tons of steps). Backend is playing with ticket states which enable different workflow. Currently we have a single massive workflow to handle everything because we cannot split it into several reusable workflows. Worst, we have to manually duplicate it for different events that triggers the workflows. Here is the list: Ticket is created Ticket state is updated Customer has been unresponsiveIt means we have to maintain 3 times the same behavior. Of course, this leads to tons of possible human mistakes.  This idea might be linked to this one but more detailed with explanations of our workflows. 

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    Forum|Forum|1 year ago
    Daniel Rönnberg
    Daniel RönnbergActive User

    Tie snippets to articlesSubmitted

    When writing help articles, there are often pieces of information that shouldn’t be publicly visible or are only relevant in very specific scenarios. A common example is notes about known bugs that haven’t yet been prioritized for resolution.Currently, I handle this by creating internal snippets and adding clarifying context where possible. However, it would be extremely helpful if we could tie specific snippets directly to articles, without making them publicly visible. This would: Allow us to maintain a single source of truth, even for edge cases or temporary issues Enable Fin to use these internal notes when assisting users, leading to more accurate and context-aware responses Reduce the need for support agents to rely on memory or scattered internal documentation This kind of backend tagging or linking could make our support content more flexible and powerful.

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    Daniel Rönnberg
    Forum|Forum|1 year ago

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