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    3161 Ideas

    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
    Henrik R
    Henrik RActive User

    Shareable Knowledge Base Article LinksSubmitted

    I'd like to request a feature that allows us to generate shareable links to internal help center articles within Intercom.Purpose:It would significantly improve our internal collaboration if team members could share a direct link to an internal article (not visible to end users), for example in a chat or note. This is especially useful when referencing documentation in conversations with colleagues — instead of asking them to search for an article by title or keyword.Suggested behavior: Internal articles should be shareable via a link. Access should be restricted to Intercom teammates by default (based on login/permissions). Ideally, link previews (e.g. title/snippet) could also be shown in conversations or notes. This would streamline our internal workflows and make knowledge sharing much smoother.Thanks for considering!Best regards,Henrik RossiniTextalk Group

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    Henrik R
    Forum|Forum|1 year ago
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    DeanBENew Participant

    Conversations without topicSubmitted

    I try to keep track on my topics, so I should need a view where I can see the messages without topics.I know that you can’t cover all the messages, but I need to know what kind of messages where we don’t see a trend.

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    Forum|Forum|1 year ago
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    Jane WierdsmaNew Participant

    Unique URL for MacrosSubmitted

    Users only have the ability to link to the full list of macros. Having a URL for each individual macro would:Improve collaboration for macro drafts  Enable audits by linking each macro on external documentation Allow managers to link to macros during training or while providing conversation feedback 

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    Forum|Forum|1 year ago
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    Maksim KononenkoNew Participant

    File Attachments During Ticket CreationSubmitted

    Currently, we’re unable to attach pictures or files when creating a ticket through the new widget. To add attachments, we need to go back to the portal, locate the ticket, and then upload the necessary files. It would be highly beneficial if the widget allowed file attachments at the time of ticket creation to streamline the process.

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    Forum|Forum|1 year ago
    Nate E.
    Nate E.Connector

    Native Quality ToolSubmitted

    Would love to see Intercom add a Quality Management tool (similar to EvaluAgent, MaestroQA, Scorebuddy, Balto, etc.) using the power of Fin. All the key features of a tool like this such as Quality Standards/Attribute creation, Manual Scorecards, Reporting, Calibration, etc. but with the ability to train fin on the standards and forms to do auto scoring to the standards. This could be incredibly powerful when combined with the CX score...tells the story from the voice of the customer (CX) and from the voice of the business (QA). ​@Arlene Trompczynski ​@Gerald Prado 

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    Luka Dujmovic
    Forum|Forum|1 year ago
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    Gerald PradoActive User

    Configure the App Details Layout by TeamSubmitted

    We want to configure the layout of Apps in the Details panel for team inboxes. At the moment each team member can update their personal view, but we want to set up a standard layout for our team.I haven’t found a solution yet in the documentation, and this would be great for creating layouts for teams at different levels/orgs.  ​@Arlene Trompczynski ​@Nate E. ​@Nathan Sudds 

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    Forum|Forum|1 year ago
    Nate E.
    Nate E.Connector

    Send surveys via channel other than contact channelSubmitted

    We would like to be able to natively (via Workflows and Fin Tasks) choose the method by which surveys will be sent to customers after interactions. For instance, we’d like to be able to set up phone surveys that send via email or text rather than on the phone. I know this can be done manually via outbound messaging, but it isn’t connected to the conversation for scoring so that’s a barrier. ​@Gerald Prado 

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    Nate E.
    Forum|Forum|1 year ago
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    ImmortalNew Participant

    Improvement for WorkflowsSubmitted

    We need to change schedule in multiple workflows depending on holidays a lot and it’s very hard to click and unclick some time frames https://prnt.sc/HtljKu14vKxhIt would be much easier if we could simply highlight necessary time options by selecting them with mouse, not with a mouse click on each option.Also, if workflow is active (not scheduled) we can’t schedule it for a specific date anymore https://prnt.sc/MkY_hUzFAY33 because only workflows in draft can be scheduled https://prnt.sc/gAyIWlKMelfXSo the only option is to duplicate them. But what if I have 18 workflows or even more, it’s time consuming

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    Forum|Forum|1 year ago
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    Jack OddyNew Participant

    Assign a brand to a contactSubmitted

    When using multiple brands in intercom, it would be useful to be able to assign a brand to a contact - since customers will expect to continue to communicate with the same brand they converted with. Implementing comms based on brand (via events) - having contacts strongly linked to the concept of a brand within intercom would make it much easier and safer.  Right now we can get the same effect through custom attrs on the contact model - but having it actually linked to the brand makes more sense and would be less prone to error.

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    Forum|Forum|1 year ago
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    Jeanne MerchantNew Participant

    Team comments on drafted edits in articlesSubmitted

    I would love the ability to exchange feedback on drafted edits in an article within Intercom, to reduce redundancy in our processes and make our article history more consistent and discoverable. Currently, we are managing edits in multiple platforms because we cannot comment in Intercom articles.

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    Forum|Forum|1 year ago
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    Connor BeanNew Participant

    Use Fin AI to tag conversations automaticallySubmitted

    We use an external AI software to tag and escalate conversations… this means we’re linking Intercom to that external software.We’d like to see conversations auto tag based on machine learning from Fin and keep it all within the Intercom ecosystemAlong these lines, we’d like to import our NPS data into Intercom so then the tagging can happen on the feedback as well. For HIPAA compliance, we track feedback from NPS pretty closely, especially in the (extremely rare) case a customer reports an injury - because we need to document that accordingly for FDA purposes. Having Fin be able to 1) tag an interaction based on machine learning from our interactions and then 2) have a workflow where if a certain tag is used, an action happens like automatically filing a back-office ticket

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    Forum|Forum|1 year ago
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    Beer van BaarleNew Participant

    Idea for when closing a ticketSubmitted

    Dear Sir/Madam, I have a question about Intercom that I sometimes struggle with. When I’ve just replied to a customer and then close the ticket, it immediately brings me back to the top of the inbox list. That’s quite annoying, especially if you were working somewhere in the middle of the list of messages.I thought it might be a good idea if, after closing a ticket, you would simply stay in the same place in the list instead?Kind regards, Beer van Baarle 

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    Forum|Forum|1 year ago
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    Victoria EleyNew Participant

    Option to add additional content to collections pageSubmitted

    Hi there,I have been looking for an option to be able to add further content (more detailed text description, welcome message etc) to the start of a collection page.   I am aware you can add a brief description of the collection, which gets displayed under the collection title, but this is limited in terms of how much you can include, and with no control over styling/formatting.  Are there options to be able to do this that I am missing?  Or if this is currently not possible, it would be a great feature to add! Thanks!  

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    Forum|Forum|1 year ago
    Emmanuel Lepage
    Emmanuel LepageNew Participant

    Ability to reorder Conversation TagsSubmitted

    When you tag a conversation, you can not display the tags in the order of your choice.Some of them are used daily, some very seldom, they stick in their order of creation.It would be nice to be able to reorder them, either on the flight, either in the settings.

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    Emmanuel Lepage
    Forum|Forum|1 year ago
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    Jeppe HansenNew Participant

    Customize office hoursSubmitted

    Make it possible to choose e.g., your own national holidays in a calendar format rather than having to manually choose holidays and reset manually every time. 

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    Forum|Forum|1 year ago
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    Sam JenningsNew Participant

    Better display for emails sent from OutlookSubmitted

    Lots of our customers send emails from Outlook - the display in the Intercom console requires a lot of scroll. Small, but super annoying when dealing with a lot of tickets.  It would be great if you could Auto resize to the drawer width Cut off annoyingly long signatures if possible 

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    Forum|Forum|1 year ago
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    JagdishNew Participant

    Increase Visual Contrast for Selected Conversation in Inbox ListSubmitted

    Current Issue:When browsing conversations in the Intercom inbox, it's difficult to identify which conversation is currently selected. The existing visual indicator (slightly emboldened outlines) is too subtle and doesn't provide clear confirmation of the active conversation.Proposed Solution:Implement a more prominent visual distinction for the selected conversation to improve user experience and reduce confusion. This could include:Adding a contrasting background color to the selected conversation (e.g., light blue, gray, or branded color) Maintaining white backgrounds for unselected conversations while giving the active one a distinctly different appearance Enhancing the overall visual treatment to create clear differentiation between selected and unselected statesExpected Benefit:This enhancement would make it immediately apparent which conversation is currently active, improving workflow efficiency and reducing user confusion when managing multiple conversations simultaneously.Use Case:This is particularly valuable for support agents and teams who handle high volumes of conversations and need to quickly identify their current focus without second-guessing their selection. 

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    Forum|Forum|1 year ago
    Angel Horowitz
    Angel HorowitzActive User

    Ability to Assign Inbound Calls Directly to TeammateSubmitted

    Problem to Solve:We have several teams that have individual phone numbers (Sales, Success and Onboarding), and right now there is no way to have inbound calls to their numbers automatically assigned to them. You can automatically assign voicemails to them, but not inbound numbers. The other workaround is that you can create individual inboxes for all of them, but this not ideal when you have a large number of people that will need inboxes across multiple teams working within one workspace.Request:Add the ability to assign a number to a person and a team, not solely a team in the phone setup:   Add the ability to assign an inbound call to a teammate within workflows:  

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    Angel Horowitz
    Forum|Forum|1 year ago
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    Brice BENENew Participant

    Dynamic push wording on ticket updateSubmitted

    Hello team,I’m currently using ticket and API a lot for my customer and I’ve noticed that push wording is always the same saying: Push received when ticket is updated (from API here)APPLICATION NAMEINTERCOM_AGENT_NAME: ticket has been updated It would be really a great UX improvement to have the ticket name instead of “ticket” on the push title. Does not seem like a massive job to me so it could be a quick win. What do you think? 🙂     

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    Forum|Forum|1 year ago
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    ImmortalNew Participant

    Chats new status like “open”, “snoozed” and “closed”Submitted

    Not sure, maybe such option already exists, but it would be great to have one more option in type of chats like “open”, “snoozed”, “closed” https://prnt.sc/hQ2a3FjZEZhp. The option can be like “no response or waiting for response” or any other name. The purpose is to use workflow “Follow up with inactive customers” so that bot will message only inactive client, and won’t send message to those clients who waits until we answer them (in case our tech team checks their issue)

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    Forum|Forum|1 year ago
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    Ian WindConnector

    Product Feature Request: Add the ability to filter in reporting by whether or not the conversation is a Group ConversationSubmitted

    I want to be able to look at Reporting on the conversation level and see what % of the conversations are group conversations vs not. I know that we can reference whether a conversation is a group (or not) in the Workflows product, so I can’t imagine it would be too difficult to add into reporting at the conversation level. 

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    Forum|Forum|1 year ago
    Zofia Rybarczyk 🐟
    Zofia Rybarczyk 🐟New Participant

    View-only access to Workflows and their Analytics for TeammatesSubmitted

    We’d love to request a new feature that would allow certain teammates to view workflows and their analytics without being able to edit them.Currently, it seems that access to workflows includes editing capabilities, which limits our ability to share visibility across the team without risking accidental changes. Our ideal scenario would be: Teammates can view workflows, including their steps, messages, and logic. They can also view analytics and performance data (e.g., number of completions, drop-off points, conversion rates). But they cannot edit, duplicate, or delete the workflows. This would be especially useful for: Content editors, who need to review workflows to ensure accurate and up-to-date information but shouldn't change workflow logic and review the analisys of the current created flow Cross-functional teams (e.g. Support, Sales, Ops) needing insight into automations Stakeholders reviewing campaign impact

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    Zofia Rybarczyk 🐟
    Forum|Forum|1 year ago
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    Heather PetersonNew Participant

    Delete Marketing Chat messagesSubmitted

    Allow customers to delete messages in the chat bubble and also allow us to delete marketing chat messages that are no longer relevant.  

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    Forum|Forum|1 year ago
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    TeganNew Participant

    Minimize Chat WindowSubmitted

    Customers should be able to minimize the chat window. Currently customers need to fully close the chat window (to be able to view our app and take screenshots for example), then interact with our software, then reopen the Intercom message. 

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    Forum|Forum|1 year ago

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