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    LoganNew Participant

    Workflow trigger for Attributes to apply to Back Office Tickets as wellSubmitted

    In the now deprecated ‘Rules’ feature, when an attribute was updated, the trigger applied to both Back office Tickets and to conversation attributes. The new ‘Attribute updated’ trigger within workflows only applies to Conversations. Can we please have the same control as we did with rules and allow a Back Office Ticket attribute change to be the trigger for a workflow? 

    0
    1 year ago
    Angel Horowitz
    Angel HorowitzActive User

    Ability to Link Articles to Multiple CollectionsSubmitted

    Problem to Solve:We have a ton of articles that should live in two different collections within the same Help Center because we understand how different types of customers may search for information.The workaround for duplicating those articles is not a viable option for a few reasons:It leaves a lot of room for human error to miss one of the articles when making article updates It does not paint a true picture when we’re analyzing metrics for high traffic articles, conversations started from articles, reactions, etcImpact:It’s really important to be able to have the flexibility to allow customers to be able to find information the way their brain works / where they are in the customer journey, which varies greatly from person to person. As companies are becoming more data-driven and using that data to shape improvements to their customer experience, we need to make sure we have accurate data to make these types of decisions.Example:We have several articles that should be included in a “Getting Started” section for new customers to easily find the information, but it’s also the same information that existing customers would need in the “System Admins” section.Currently we cannot have the same articles housed in both, and we will not be duplicating them because as mentioned earlier that will cause more issues when trying to keep information updated accurately, and will give us incorrect data insights. Request:Add the ability for an article to be assigned to more than one collection, just like you can do with Help Centers:  Additional Info:Sorry if this is a duplicate, I didn’t see an official request where people could vote, just a question that was answered with lots of comments here for people needing this functionality:  

    2
    1 year ago
    Alberto Alvo
    Alberto AlvoNew Participant

    Start a Whatsapp conversation via REST APISubmitted

    We need to have the ability to start a whatsapp conversation (using a message template) via REST APIThis functionality would be extremely useful for transactional notifications to customers, as it allows businesses to reach users directly on a platform they use daily. By automating the process through an API, we could:1. Enhance Customer Experience: Deliver critical updates (e.g., payment confirmations, reminders, or status changes) in real-time through a channel that’s both fast and familiar to the user.2. Improve Engagement Rates: WhatsApp messages tend to have significantly higher open rates compared to traditional email or SMS, ensuring that customers actually see and act on the information provided.3. Streamline Operations: Automating WhatsApp messages via API reduces the need for manual intervention, saving time and improving operational efficiency.4. Personalize Communication: Using message templates enables tailored and consistent messaging while ensuring compliance with WhatsApp’s Business Policy.Integrating this feature would empower businesses to leverage WhatsApp as a key communication channel, aligning with modern customer expectations for convenience and immediacy

    2
    1 year ago
    Nola MoreauNew Participant

    Newsfeed translationsSubmitted

    Hi, We would love to use the news feed in the messenger to anouce product releases but we work with so many languages, that unless an auto translation for News feed is developed we cannot use this tool sadly… we don’t have the capacity to write and update 10 news posts every week for a release. 

    0
    1 year ago
    Rachel M12
    Rachel M12Connector

    Remove requirement for date filter on reportsSubmitted

    Remove the requirement for a date filter on the reports when looking for things like all open conversations or tickets. The requirement to add a date filter means that conversations added more than 2 years ago will not show. 

    0
    Rachel M12
    1 year ago
    Rachel M12
    Rachel M12Connector

    Create 'Last Week' and 'Last Month' time filters on ReportsSubmitted

    We would really benefit from having 'Last Week' and 'Last Month' time filters on Reports. It is currently a manual task to set the exact dates you need when you just want to look at what happened the previous week/month.

    0
    Rachel M12
    1 year ago
    Rachel M12
    Rachel M12Connector

    Ability to Filter on Conversations linked to a Tracker ticketSubmitted

    We would like to be able to search and filter on conversations/tickets which are linked to Tracker tickets so that when looking at a filtered list of conversations, you can see at a glance if they are linked to a Tracker ticket without having to open each one. 

    0
    Rachel M12
    1 year ago
    GideonKnightNew Participant

    More flexibility in scheduling or ability to use custom hours for scheduling.Submitted

    Hello!I am looking for a way to streamline the process for when our support teams are out of office for company meetings and public holidays. Currently we update the office hours and change the messaging in our workflows and revert this once we are back to BAU. This is inefficient.What I would like to do is create Custom Office Hours for these special occasions and use these in the Scheduling section of a workflow trigger. It would then simply be a case of turning on a custom workflow which will be live during these custom hours. Currently, Scheduling appears to only support default office hours or the Custom Times which only supports 1-hour blocks (whereas Custom Office Hours support 15m intervals).I would propose introducing more flexibility with the Custom Times feature or allowing Custom Office Hours to be chosen in the scheduling section. Thank you! Any questions please let me know.Gideon 

    0
    Angel Horowitz
    1 year ago
    mercury2768Connector

    Internal notes should be tagged by userSubmitted

    I was having an issue where my internal discussion with another user in the platform was confusing because we couldn’t tell who sent what.  I started the conversation by tagging the other user to bring him into the conversation. After that we both posted several replies to each other but none of them are tagged so it’s not easy to follow the conversation.  

    0
    1 year ago
    Brian KrugNew Participant

    Allow moving nodes in a workflowSubmitted

    The tidy button doesn't organize the workflow based on the path, and creates a very confusing map. Please consider adding the option to drag the nodes around the canvas. As it is, my workflow will now need to be duplicated and redeveloped for each path, which gives more room for duplicative steps and errors. Being able to reorganize the nodes on the canvas would be a massive improvement for more complex workflows.

    2
    1 year ago
    mercury2768Connector

    Slash MenuSubmitted

    I would like the ability to have a slash menu much like Jira Confluence or Notion wherein a user could choose either a heading or prebuilt block (callout, numbered list, etc) to add to their document when creating articles for FIN. This would make it a little more user friendly in creating a lot of articles.

    0
    1 year ago
    John SchunckeNew Participant

    Don't delete conversation history when blocking a userSubmitted

    It would be extremely useful to be able to review chat histories of users that have been blocked.

    0
    1 year ago
    Paige MulliganNew Participant

    Allow Article Author to Remain After Switching Teammate to Lite SeatSubmitted

    We occasionally have to transfer a full seat license from one teammate to another. Most reassignment items make sense, like customer support messages, but not so much for article authors. We have a large Help Center with hundreds of articles and it’s helpful for us to know who originally uploaded an article. It’s frustrating that we cannot maintain accurate records and are forced to assign an erroneous article author. Can this item become optional or be removed?

    0
    1 year ago
    Won JiNew Participant

    Linking multiple conversations to a Back-Office TicketSubmitted

    Hi there, I wanted to submit a feature request to be able to link multiple customer conversations to one back-office ticket. We have had far too many encounters of a customer coming in via new conversations regarding past tickets. So instead of a merging a conversation (since the tickets don’t follow into the primary conversation that it is merged into), we would like multiple conversations to be attached to a ticket. 

    1
    1 year ago
    Support AdminNew Participant

    Customize text when article doesn't existSubmitted

    It would be much better if we were able to customize the text that’s displayed when a help center article does not exist. Right now, the ‘uh oh’ does not seem very professional.   

    0
    1 year ago
    Ben TeamNew Participant

    Add variable referencing to HTTP headers in Data Connector configurationSubmitted

    The data connector configuration page currently does not allow variables to be referenced by HTTP header values. One reason to add this is to create a uniform way of sharing 3rd party identifiers as headers, rather than in the request URL or in the request body. Moving the user identifiers to the headers means they are obfuscated by HTTPS and thus more secure to MITM vulnerabilities.Allowing this in HTTP Authenticator configuration would improve this further by allowing the transfer of user identity metadata to issuing authorities, allowing the issuer to use the information to add identifier metadata directly into the issued JWT, providing a very secure mechanism for trusted identification of particular user identity for the downstream service.

    0
    1 year ago
    Margo PalomaresNew Participant

    Include a time filter on reportsSubmitted

    Hope there’s a feature on adding a specific time range on reports since at the moment it only captures filters for days, weeks.  Would be beneficial as we operate and have different offices globally.   

    0
    1 year ago
    User2178New Participant

    MP4 Media sharing on WhatsAppSubmitted

    Function to share Mp4 files, because we mainly use intercom for CX support thus, when our customer having troubleshooting issues on their hardware it is easier to share Mp4 files with them to better guide them on fixing their system. 

    0
    1 year ago
    Ed Ilnicki
    Ed IlnickiNew Participant

    More customization options for the goal metricSubmitted

    For outbound messages / series, I’m able to select a goal metric to help measure the effectiveness of the content. We typically use product events as those goal metrics to track how well a post influences a user to take a specific action. Some of our product events have subcategories (parameters) like, filter added » filter A vs filter added » filter B, etc. Those subcategories aren’t accessible as goal metrics. Currently, rules nodes can specify a subcategory of an event, while goal metrics cannot. I’d love to see parity between these two options. Thanks!

    0
    Ed Ilnicki
    1 year ago
    Natalie BurgardNew Participant

    Ability to remove timestamp from all help articles when it was last created/updatedSubmitted

    Desire: Remove the timestamp showing when an article was last modified. We’d like the option to hide created/updated timestamps from all articles globally so clients don’t see them.Use Case: Many of our articles are “evergreen” content used for knowledge sharing, training, and overviews. Displaying a timestamp can make these pages appear outdated and diminish their value. For feature-specific articles or release notes, timestamps are helpful, but for most other content, they are not.Request: Provide the ability to either: Turn off timestamps globally, or Manage visibility at the page level.

    0
    1 year ago
    MollyhNew Participant

    Help Article links not related to article titleSubmitted

    Allow for option to have random end of link for help article rather than directly tying it to the article title, allowing for minor changes to article titles without major disruptions where articles are backlinked in other spots + in other articles

    1
    1 year ago
    Branden AbushanabNew Participant

    Ability to Customize both Content and Design for Different BrandsSubmitted

    Currently, you can only customize the Design of a different brand but users are unable to customize the welcome message and external links content for a different brand. This is a significant product limitation of adding different brands as the welcome message should be customizable to the different brand as well as any relevant external links. 

    0
    1 year ago
    Luke Michelson
    Luke MichelsonNew Participant

    Add Speech Synthesis Markup Language to Phone workflowsSubmitted

    Add the ability to use Speech Synthesis Markup Language to phone workflows.

    0
    Luke Michelson
    1 year ago
    Rachel RudatNew Participant

    Save table layout viewSubmitted

    Hey Intercom team,me and my team are mainly working with the table layout and do quite a bit of customisation to this view to optimise our workflows. We add/remove columns and move them around which works great. However if I have to clear my cache and cookies the view resets so I have to apply my customised view to all of my views, team inboxes etc. which is very time consuming. It would be create if it would be possible to save the view and to even share a specific view layout with your colleagues.Let me know if you have any questions,Thanks

    0
    1 year ago
    Daniela MartinsNew Participant

    Fin AI SuggestionsSubmitted

    I’ve noticed that the suggestions provided by the Fin for snippets or articles can be extremely repetitive. While doing an analysis today—although I don’t have the exact number—I can say with confidence that at least 10 suggestions covered the same topic.This particular topic has indeed been very common in our support over the past few months, but I believe it would be valuable for the Fin to apply some kind of filter to avoid suggesting redudant things. This would prevent the suggestion box from becoming cluttered with duplicates and help us focus on new, unique ideas.  

    2
    1 year ago
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