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🎅 How to prepare your Fin AI Agent for Christmas 🎅

19 days ago

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Rebecca SmithNew Participant

Ability to archive paused Outbound messages and seriesSubmitted

The only options are Live, Paused, or Delete - which isn’t too helpful. You don’t always want to delete a message or a Series. You might want it paused and return to it another time and change the rules or you were just testing something out.It would super helpful if you can “Archive” with the ability to “Unarchive” at a later date if you want to reuse the message or series.

Wessel van den EindenNew Participant

Support multiple languages per snippetSubmitted

Currently if you offer multilingual support in AI, you will need to create duplicate snippets in every supported language. This creates extra work.Having the same multilingual functionality for snippets as articles would be much more convenient. Articles do support multiple language versions within a single article using translated content objects, which makes management much easier.Having snippets work similarly to articles with built-in language version management would definitely streamline the multilingual content workflow.

User1465New Participant

Thumbs up for acknowledgement, not create a message!Submitted

I want to suggest you add a "thumbs up" to acknowledge seeing a team members message on sending NOTES to team members!. It is too much a waste of everyone time to select a team member and send them a message, just to let them know "👍I have seen this!" which wastes their time also.

Marjorie Soto BalbásNew Participant

Add "Rated Chats" as a sorting/filter option in the InboxSubmitted

Currently, in the Inbox, next to the "Open/Closed" toggle, there is an option to sort conversations by fields such as "Start Date" or "Last Activity." However, there is no option to sort or filter by "Rated Chats."It would be very useful to have a "Rated Chats" option directly in this sorting/filter menu, allowing users to easily identify and review conversations where customers left a rating.At the moment, the only way to achieve this is by using the API with specific fields like conversation_rating.score, conversation_rating.replied_at, or conversation_rating.requested_at. Adding this filter directly in the interface would make it much simpler to track customer feedback without relying on API queries, improving the visibility of evaluated interactions and enhancing workflow efficiency.

Pamela Van GasseActive User

Workflow changes should be effective immediatelySubmitted

When changing workflows, the changes are only active for conversations that were created after the change.This is an issue. Suppose a major issue was found in the workflows, affecting multiple conversations and tickets. There is no way to solve that issue for the current/existing conversations and tickets, only for new ones.

Pamela Van GasseActive User

Allow to configure the 2min-window of sending emailsSubmitted

Received from Intercom Support : So if a workflow triggered on a customer's email and the customer sends another email within a 2-minute window, the workflow will not run again.Some of our customers send us a lot of emails during a small period of time. Because of this settings, a lot of those emails are not handled by the workflows we have in place to get the conversations assigned to the correct teams. Therefore, a lot of what is coming in, is unassigned, leaving us with much manual work to assign everything.Could this 2 minute window be made configurable ?

Pamela Van GasseActive User

Limit reporting for lite agentsSubmitted

With Explore access, lite agents can drill-in to get a list of the conversations/tickets they need to see. But they also have the ability to change the filters. Allowing them to see a totally different set of tickets than what was originally intended for them.It would be nice to have the ability to allow lite agents to access a report, but to only allow them to drill-in, without allowing them to change the filters.

YoeriNew Participant

Clickable Ticket Number Links in Notes/CommentsSubmitted

Intercom currently lacks the ability to automatically convert typed ticket numbers within notes or comments into clickable links that direct to the referenced ticket. Similar to how platforms like Zendesk utilize a #ticketnumber syntax (e.g., #12345), agents should be able to type a ticket number, and have it automatically become a hyperlinked reference to that specific ticket.While it's possible to link tickets programmatically via the API's linked_objects functionality or to manually type "see ticket 12345", these methods do not provide the seamless, in-context navigation that a clickable link offers. Agents currently have to manually search for a ticket number if they want to access a related ticket mentioned in a note. Why this would be a useful feature:1. Enhanced Internal Collaboration: Agents often need to reference other (duplicated or) related conversations or issues. Clickable links would significantly streamline this process, allowing team members to quickly jump between interconnected tickets, understand the full context of an issue, and collaborate more efficiently.2. Improved Agent Efficiency: Eliminating the need to copy-paste ticket URL’s or use the search function to find a referenced ticket saves valuable time for agents, allowing them to focus more on resolving customer issues.3. Better Context and Handoffs: When handing off a conversation or escalating an issue, having instant access to related tickets via embedded links ensures that the next agent has all the necessary background information at their fingertips without extra effort.4. Streamlined Workflow: It integrates seamlessly into an agent's natural workflow when documenting conversations or providing internal updates, making cross-referencing a natural and intuitive part of their daily tasks.5. Other than existing options: While there are some options for linking tickets to another ticket. The described function above is different to a tracker ticket, a back office ticket or a side conversation.

YoeriNew Participant

Add custom/multiple colors for ticket state (for enhanced visual distinction)Submitted

Missing: The ability to assign color coding to custom ticket states.Because different custom states at this point share the same color and icon, immediate visual overview is nowhere to be found. Which is essential for optimizing workflow and time (lean). Reading custom states texts is heavily time-consuming and inefficient. Also, at this point, it is not possible to group tickets by looking at custom date within the same view. Some basic functionalities are in need of improvement, all the extra AI is awesome but let’s not forget basics here, thanks! Why it's important:• Enhanced Visual Distinction: Color coding provides immediate visual overview, allowing users to quickly identify the status of tickets without needing to read text labels.• Improved Efficiency (Lean Perspective): In a Lean workflow, quick status recognition is paramount. Color coding significantly reduces the time and effort required to grasp the state of multiple tickets, leading to a more efficient and streamlined process.• Reduced Cognitive Load: Relying solely on text for differentiation increases cognitive load. Colors help in pattern recognition and reduce the mental effort needed to process information.• Better Workflow Management: Clear visual indicators enable better prioritization and management of tasks, especially in systems with a high volume of tickets.• Missed Opportunity: As noted, this limitation is a missed opportunity to significantly enhance user experience and operational efficiency.

YoeriNew Participant

Possibility to add a blockquote within email or conversationSubmitted

There is no option to add a blockquote to a ticket or conversation (exactly the function I am using now), which is essential for maintaining an overview of the topic being discussed within tickets, to refer back to a previously sent message, or to respond to a specific part of the customer's message. This way, you are able to maintain an overview within the conversation, immediately ensure that the customer sees that you have read their questions. You can directly link the questions to the answers you provide and ensure that you have a clear structure within your answer.

Pamela Van GasseActive User

Side conversation should use same brand as the conversation it is started fromSubmitted

Response from the Support team : So I have just checked with one of our engineering teammates and they have confirmed that the side conversation creation flow creates conversations through the standard email conversation flow, but never accesses parent conversation brand data or inherits any brand configuration.When setting a brand in a conversation, the goal is to have a specific signature. It is unacceptable that when you send a side conversation, a different brand is being used.

Noël SmootNew Participant

Ability to search within the MessengerSubmitted

I open multiple tickets for my team to Intercom Support weekly and it is very difficult to keep track of previous responses/troubleshooting. I would love for a way to be able to search in my previous conversations to quickly reference!

Noël SmootNew Participant

Fin Managing Duplicate ConversationsSubmitted

Many times we receive duplicate conversations from users who are looking for assistance quickly, it would be awesome if Fin could recognize they are opening multiple conversations and maybe mention to the user that they have another chat open and to further correspond there or automatically close out the duplicate and leave an AI summary in one.

Trond DragelandNew Participant

Reports - Last month/year and This year featureSubmitted

Would it be possible to add a “Last Month”, “Last year” and “This year” feature? I keep having to do custom date ranges if I want to see previous calendar month’s data unless you use Past 4 weeks on the 1st of every month.It would be good to have a feature that rolls over the reports to always show the previous calendar month. Currently the custom dates you set are static unless you use the built in ones, so if you are looking for calendar months or years, you keep having to update the custom dates regularly.If I want to see performance for the current year, I also have to select custom date ranges and update them every time I check them. Ideally this could be solved with a “This year” option that automatically shows the data from the first of the current year to current date.

Jonathan MarbuttNew Participant

Phone Support in Mobile AppSubmitted

The ability to call using our phone number through the intercom app.

Jonathan MarbuttNew Participant

Ability to Call Any Phone NumberSubmitted

Ability to quickly just call a number and log it within intercom.

Jonathan MarbuttNew Participant

Click Phone Number in MessageSubmitted

It would be great if a user is sending an email and it has their phone number in it, to just click it to add it to the user record or even just call them from there.

Jeanne MerchantNew Participant

Reusable ContentSubmitted

It would be great to be able to create and manage reusable content, such as a particular phrase or article section that repeats across many/most/all articles, to maintain consistency and optimize workflows.

Jeanne MerchantNew Participant

Term and Link Search and IdentificationSubmitted

Currently, when searching terms/phrases in our knowledge management center, for purposes of updating them, articles are pulled, but the terms are not identified (highlighted) within the articles, making reviews and editing very painful, especially for large scale updates such as rebranding. It would also be great to be able to search and identify a URL when replacing old article links a new article.

Jeanne MerchantNew Participant

Link and Page Error ManagementSubmitted

We would love a way to flag broken links across articles to ensure a positive customer experience.

Rachel M12Connector

Ability to see if a conversation or ticket is linked to a tracker ticket from list viewSubmitted

I would like the ability to see if a conversation or ticket is linked to a tracker ticket in a list view. Currently you can only see this if you open each conversation or ticket which is time consuming

Rachel M12Connector

Ability to Sort List of Tracker Tickets by Number of Users LinkedSubmitted

I would like the ability to sort a list of Tracker tickets by number of users linked. There is currently an ability to sort by the number of companies associated, but this is not a true reflection of the number of user reports as it makes an assumption that all associated companies will be impacted by the same tracker ticket and in our industry this is not the case.Example:I have a list of tracker tickets, each are associated with 1 or more users. I do not have the ability to sort the list by most users linked to the tracker ticket to the fewest

aurora.ganNew Participant

Configurable Ticket Portal (Add Column Feature)Submitted

The current ticket portal has a fixed set of columns, which is not very user-friendly. Our clients have requested more flexibility because they cannot see the information most relevant to them at a glance. Having this will make the ticket portal more intuitive, reduce time spent opening tickets for details, and improve client satisfaction by tailoring the experience to their needs.

Jesper BirkestrømNew Participant

Exposing envelope From/To in workflow comparisonSubmitted

Hi,In email, it is possible to impersonate anyone in the To and From headers in Intercom.It seems that the entire Intercom system relies solely on these headers. In workflows, I can only compare on "recipient email," which turns out to be the To and CC headers.I would like to be able to compare on the RCPT TO in workflows.This makes it very challenging to use in multibrand.$ swaks --server MY_MTA --port 587 --tls\ --auth LOGIN --auth-user $SASL_USER --auth-password $SASL_PASS\ --from bill.gates@microsoft.com\ --to APP_ID@XXXXX.intercom-mail.eu\ --header "To: anybody@hq.intercom.com"\ --header "From: not-just-anybody@hq.intercom.com"\ --header "Subject: Envelope vs To test"\ --body "Hello. The envelope RCPT is Intercom ID, the header To is bogus."

Shyam MerchantNew Participant

Include the Conversation Notes in the Export Conversation optionSubmitted

The current export conversation doesn’t have the notes included, Can we have an option for the technicians to have both (One with notes, one without)?

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