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    3155 Ideas

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    ImmortalNew Participant

    Allow changing Reviewee for conversations with multiple agentsSubmitted

    Currently, the Reviewee in Monitors is automatically assigned to the last agent who replied in the conversation. It would be helpful to have the option to manually select the Reviewee or duplicate the same monitor review for each agent who participated in the conversation. 

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    Forum|Forum|26 days ago
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    david meakinActive User

    Enable CSAT for conversations/tickets with multiple participantsSubmitted

    Hi Would it be possible to send CSAT to conversations where there are multi participants, while we don't want it to go to every participant could it be enabled just to go to the creator of the ticket/conversation.

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    Forum|Forum|26 days ago
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    Intercom Team
    Ebenezer.LaleyeIntercom Team

    Custom Slack Message Text in Notify Slack StepSubmitted

    We use the SMS priority workflow to route urgent member contacts to Slack. We have different urgency types, such as member onsite and scan day, and would like to label them differently in Slack. At the moment the notification template is fixed, so we would like the ability to add a custom text field to the Notify Slack step so each workflow branch can send a distinct message to the same channel.

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    Intercom Team
    Forum|Forum|27 days ago
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    Webbas teamNew Participant

    Beeing able to toggle on/off "LLM button" and "Last edited" in HelpcenterSubmitted

    I love the new modern helpcenter UI. However, the new LLM quick-copy-button in modern is an issue since I feel that encourage people to copy the information to their AI systems. Some helpcenters are private guides behind logged in users (paywall) since this is explicit knowledge shared., and some (among that one of the companies I work with) have challenges with competitors copying the guides already today.People can of course always copy text. But it does not feel good to activingly show that option. That can cost me sales. But o make it even easier to copy our guides does not feel good in the sence of activingly showing the choice to quick-copy the whole guide with one click.We LOVE the new modern interface and wish to keep it. Therefore I would really really really wish this LLM-button to be a choice to have activated or not. Just like we can choose if it should be quicklinks visible in the articles, related articles or authors. This LLM button should be a choice based on the business preferences and needs.And I would really prefer that with date showing as well honestly. Because it can look kind of "bad" if an article seems to not have been updated for years (even though it has no need for it) - it would still look "not updated". And therefore that option is not optimal for all business purposes. 

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    Forum|Forum|27 days ago
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    Belén De AngelisNew Participant

    Operator able to read and edit Procedures with human-in-the-loop step functionSubmitted

    I’m using Operator when I need to improve a procedure. I’ve recently started using the human-in-the-loop step with some procedures and I’ve noticed that operator is not able to build/read/modify any procedure where this is enable which is quite frustrating. Since it can’t even read it it’s quite difficult to get what you need to be improved 

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    Forum|Forum|27 days ago
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    Tanay YandeNew Participant

    Single agent closure for reopens.Submitted

    Hello Team,I would like to request for a feature with regards to the option for Closed conversations on first contact.Your current parameter and help documentetion says that if the conversation was handled entirely by one agent but if it is a reopened conversation it will not be incuded in the single agent closure.We currently are measuring the performace for the agents depending on the single agent closures which creats a huge imact, also we do not want the reopen option to be blocked for the customers.We weould like to request for a feature where the single agent clsoure incudes the reopened conversations as well. Thank you. 

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    Forum|Forum|27 days ago
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    Venn VillanuevaNew Participant

    Feature Request: One-click Voicemail Drop for Intercom PhoneSubmitted

    Hi Intercom Team & Community! 👋 With Intercom doubling down on Phone functionality, there’s one essential efficiency feature our team is really missing: Voicemail Drop.The Problem: When agents make outbound calls and hit a customer's voicemail, spending 30–60 seconds manually reciting the exact same message every time slows down our team significantly. What we’d love to see: An option for agents to select a pre-recorded audio message when they hit a voicemail. A single click to "drop" the recording into the voicemail box and disconnect the call instantly, allowing the agent to move on to the next conversation immediately. This is a standard feature in many telephony platforms (like Aircall or CloudTalk) and would be a huge productivity win for teams using Intercom Phone!

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    Forum|Forum|27 days ago
    Conor
    Super User ✨
    ConorSuper User ✨

    "Always write high-quality content" is useless advice — what does that even mean when the reader is an AI agent?Submitted

    New Support Stack episode with ​@Dawn, AI Knowledge Manager at Fin. She's turned that vague instruction into a concrete 14-factor checklist you can run against any help article — the things that break AI retrieval and human comprehension at the same time (ambiguous references, missing alt text, steps buried in prose, headings that don't match how customers actually ask). Then she runs the whole check live as a single Operator prompt: what passes, what fails, and exactly what to rewrite.Watch Dawn’s second episode on Support Stack here!

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    Conor
    Super User ✨
    Forum|Forum|27 days ago
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    Qeyas HamkarNew Participant

    Add chat search and chat history access in desktop viewSubmitted

    I am working in the customer support area, and almost all customers are asking for this feature.Customers would like to have the possibility to search through previous chats and access older conversations directly from the desktop view.Currently, it is difficult to find and review past conversations. A search function for chat history would help users quickly locate previous discussions and retrieve important information.Requested improvements:Add a search function for previous chats in the desktop version Allow users to open and review older conversations Provide a better overview of past communication historyThis feature would significantly improve usability and customer support workflows, as many customers are requesting this functionality.

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    Forum|Forum|27 days ago
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    Hanne AllietNew Participant

    Allow embeds from Trainn.coSubmitted

    Currently it is only possible to send videos from Trainn through FIN in a conversation. To make sure our customers get the full picture and all possible information, we would need to be able to embed the videos in our help articles as well. 

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    Forum|Forum|27 days ago
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    Gerald PradoActive User

    Allow Fin to embed video in chat and email responses similar to how Fin shares imagesSubmitted

    We would like to give Fin the ability to embed playable video in chat and email responses similar to how Fin shares images. Or in some cases provide a direct link to the video.  Currently if we request information from Fin that could include a video, Fin responds with “here is the video...”, but Fin can only share a link to the article where the video lives.  

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    Forum|Forum|27 days ago
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    Venn VillanuevaNew Participant

    Ability to manually set or customize keypad numbers for Phone IVR Reply ButtonsSubmitted

    Hi Intercom Team,We'd like to request a feature that allows us to manually set the key number (e.g., Press 1, Press 2, Press 8 for Reply Buttons in Phone IVR Workflows.Current Limitation: Currently, when you add Reply Buttons for an IVR flow, Intercom automatically assigns the numbers sequentially (1, 2, 3, 4...). There is no way to jump or assign specific numbers to specific options (e.g., setting an option directly to "Press 8"). To work around this, we are forced to create dummy/blank buttons (e.g., "Blank 5", "Blank 6") just to push a specific option down to "Press 8". This clutters the workflow and creates unnecessary options on the UI.Proposed Solution: Allow admins to manually edit or assign the key value for each reply button option in the Workflow builder (e.g., a dropdown or input field to select which DTMF/keypad number triggers that path).This would make building non-sequential IVR menus much cleaner without needing dummy placeholder options!

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    Forum|Forum|27 days ago
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    Venn VillanuevaNew Participant

    Channel-Specific Availability in Intercom ReportingSubmitted

    Current Problem:Currently, Intercom reporting only shows a general agent status (Available, Away or Away and their Away reason). When investigating logs, it is difficult to verify if an agent was actually online for a specific channel (such as Phone, Chat, Email, or SMS), because this is currently only visible on the real-time dashboard and missing from historical reports.  Proposed Solution:Add metrics or attributes to reporting that display a channel availability breakdown: Track exactly which channels were active or inactive for an agent (Phone, Chat, Email, SMS, or All). Make it easier to audit logs, check attendance disputes, and troubleshoot routing issues using historical data. Hoping the Intercom product team considers this to improve troubleshooting and workforce monitoring! Let me know your thoughts down below! 👇

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    Forum|Forum|27 days ago
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    Artem UsovNew Participant

    OTP multi-brandSubmitted

    Feature request: multi-brand sender support for OTP ("Verify email") emails SummaryOTP emails sent by the "Verify email" step in Workflows do not respect brand configuration. They are always sent from a single workspace-wide sender — the first custom domain listed in Email settings (or a temporary Intercom address if no custom domain exists). We need the OTP sender address to follow the brand associated with the conversation or workflow.Current behaviourA customer starts a conversation with the non-default brand (Messenger and all other brand-aware emails correctly use support@custom_brand.com). The workflow reaches an OTP / "Verify email" step. The verification code arrives from support@default_brand.com — the workspace default brand — instead of support@custom_brand.com.Confirmed by Intercom Support: multi-brand functionality is not supported for OTP emails; the whole workspace shares one OTP sender.Expected behaviourThe OTP email should be sent from the sender address of the brand that owns the conversation / workflow — the same brand resolution already applied to other outbound email. At minimum, allow an explicit sender-email override per brand (or per workflow) for the "Verify email" step.Why this matters to usTrust and conversion. We operate a multi-brand workspace where each brand is a separately branded, regulated legal entity. A verification code arriving from an unrelated company's domain reads as a phishing attempt. Users hesitate, abandon the verification step, or contact support to confirm the email is legitimate. Compliance and brand separation. As a financial-services provider we are required to keep client communications within the correct legal entity's brand. Sending identity-verification emails from a different entity's domain conflicts with that requirement. Deliverability. Codes sent from a domain the user has no relationship with are more likely to be filtered as spam, which turns a self-service step into a support ticket. Blocks rollout. OTP verification is part of our workflow design for non-default brands. Today we cannot enable it for those brands, which limits our ability to move these flows from Zendesk to Intercom.Impact / scopeAffects every non-default brand in the workspace. Affects all end users of those brands who reach an identity-verification step.Workarounds consideredReorder Email settings so the desired brand is first — only shifts the problem to another brand; there is no correct single choice in a multi-brand workspace. Drop the OTP step for non-default brands — loses identity verification, which we need. Custom verification outside Intercom — requires a separate integration and breaks the workflow experience.None of these is acceptable long-term; we are asking for native brand-aware OTP senders.Questions for IntercomIs multi-brand OTP sender support on the roadmap, and is there an indicative timeline? Is a per-brand or per-workflow sender override feasible as an interim step? Is there any beta or early-access programme we can join for this?

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    Forum|Forum|27 days ago
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    TillNew Participant

    Macros as prompts for FinSubmitted

    It would be awesome if it would be possible to use Fin in macros and be able to prompt Fin with the outline of what he should reply to the customer,This would allow Fin to fully address the customers inquiry based on what the main goal of the macro is without us having to pre-write the full text.

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    Forum|Forum|30 days ago
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    HanaNew Participant

    Reports -> Overview -> How you’re handling conversations: Regarding item changesSubmitted

    The current workflow for the "Overview" report has become too cluttered and chaotic due to an excessive number of steps.It would be better to revert from the current layout (see Capture 1) to the previous, cleaner structure (see Capture 2).1.2. 

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    Forum|Forum|30 days ago
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    Hailey JonesNew Participant

    Support fetching internal Knowledge Hub / internal articles via Intercom MCP connectorSubmitted

    The Intercom integration available to Claude (via Intercom:get_article and Intercom:fetch) can only retrieve public Help Center articles. It cannot fetch internal articles (Knowledge Hub content with activeContentType=internal-article) — calls against an internal article ID return 404 Resource Not Found, even though the article exists and is accessible via the Intercom UI at that URL.Why this matters:Internal articles are a primary place teams document product logic, known issues, troubleshooting steps, and support playbooks that never get published publicly. Support/CS teams using Claude to help answer questions (as in this workflow) frequently need to reference internal-only documentation, not just public-facing help articles. Without this, Claude has to route around internal knowledge entirely and rely on Linear/Slack instead, even when the most authoritative or up-to-date answer lives in an internal article.Extend the Intercom connector to also call Intercom's /api/v3/internal_articles endpoint (or equivalent) when given an internal article ID or a Knowledge Hub URL with activeContentType=internal-article, so get_article/fetch can resolve both public and internal articles rather than just public ones.

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    Forum|Forum|30 days ago
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    Emmy BudisNew Participant

    Allow one click simple yes/no questions on surveysSubmitted

    Intercom Pop-up response rate is extremely low. Based on much research - many companies are giving too much info or interrupting users workflows, so they exit the pop-up with no response. The key to increasing response or engagement is making things very simple for the user. Right now intercom does not support a simple one click Yes/No response on its surveys, which is crucial for engaging users. Please can you add this!

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    Forum|Forum|30 days ago
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    Paula LinNew Participant

    Add UTC-anchored date filtering on the stable Contact Search APISubmitted

    Currently there is no UTC-anchored date filtering on the stable Contact Search API.ETL Tool Fivetran is unable to provide accurate Intercom Contact data due to this gap.There is no way for the Stable API to pull accurate Intercom data even though accurate data exists at the individual contact id level.Pulling contacts one by one is unusable for managing a large amount of data. Large amounts of data must be pulled in batch, but due to lacking UTC-anchoring, data is pulled based on local timezone and results in gaps.Having this feature in the Preview API is not helpful until it gets added to the Stable API because the Preview API is not a stable standard without guarantees of no bugs due to new features.

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    Forum|Forum|30 days ago
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    Venn VillanuevaNew Participant

    Ability to manually set/customize keypad numbers for Phone IVR Reply ButtonsSubmitted

    Hi Intercom Team,I'd like to request a feature that allows us to manually set the key number (e.g., Press 1, Press 2, Press 8 for Reply Buttons in Phone IVR Workflows.Current Limitation: Currently, when you add Reply Buttons for an IVR flow, Intercom automatically assigns the numbers sequentially (1, 2, 3, 4...). There is no way to jump or assign specific numbers to specific options (e.g., setting an option directly to "Press 8").To work around this, we are forced to create dummy/blank buttons (e.g., "Blank 5", "Blank 6") just to push a specific option down to "Press 8". This clutters the workflow and creates unnecessary options on the UI. Proposed Solution: Allow admins to manually edit or assign the key value for each reply button option in the Workflow builder (e.g., a dropdown or input field to select which DTMF/keypad number triggers that path).This would make building non-sequential IVR menus much cleaner without needing dummy placeholder options!

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    Forum|Forum|30 days ago
    Logan B
    Logan BNew Participant

    Allow manual ordering of ticket states in the InboxSubmitted

    Currently, ticket states shown to agents in the Inbox are displayed alphabetically. There isn’t a way to manually control the order of those states.It would be helpful to allow teams to define a custom order for ticket states so they can match their workflow or prioritize certain statuses. This would make it easier for agents to quickly find and use the most relevant states when working with tickets.

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    Logan B
    Forum|Forum|30 days ago
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    Kari DNew Participant

    Guidance PrioritizationSubmitted

    Could we add a way to prioritize guidance as essential versus conditional?We have a large amount of guidance, but not all of it should carry the same weight. Some instructions, such as tone, disclosure, or key policy requirements, should apply consistently and effectively “must fire.” Others should only be used when relevant to the specific conversation.Being able to label guidance by priority would help ensure critical instructions are followed reliably without forcing every piece of guidance into every response. It would also reduce conflicts, improve response quality, and make it easier to manage larger guidance sets as they grow. 

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    Forum|Forum|30 days ago
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    Kari DNew Participant

    Workflow vs AI identity distinctionSubmitted

    Could we add a clearer distinction between Workflow and AI identities instead of presenting both under the same identity?This would help set more accurate expectations for both customers and our team. A workflow may only be routing a conversation, collecting information, or holding someone until the next step, while an AI interaction is expected to understand context and respond intelligently.When both appear under the same identity, customers may assume a basic automated step is the AI failing to understand them, and teammates may also misread what the system was actually designed to do.Separating the identities would reduce confusion, improve trust, and make feedback more useful by distinguishing true AI performance issues from the limitations of simple workflow automation. 

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    Forum|Forum|30 days ago
    Lala Celaya
    Lala CelayaNew Participant

    Ability to bulk upload users without emailsSubmitted

    Our company would love to be able to bulk upload/update users by the user ID column alone, even when we don’t have an email address. We’d like to be able to actually collect email addresses by assigning a bulk tag or attribute for specific users, but can’t do this without manually marking these users.

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    Lala Celaya
    Forum|Forum|1 month ago
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    Douglas SteinNew Participant

    Difficult experience seeing bugs submitted from email into the portal ticket experience.Submitted

    Greetings, Customers submit tickets to us via email. Those tickets are then available in an intercom provided customer portal. The user experience in the ticket portal is not very good. The content in the ticket portal is difficult to read.  The attachments show a sanitized version based on a real example, and I’d say that it’s actually a little cleaner than the real example. In the real example, text is more squished so the whole dialogue in the ticket portal reads like a run on sentence. In both my example and the real example, there are a number of tags in portal text, mostly html that also make this difficult to read. Would appreciate if we could help improve our customer experience. Thank you. Best,Doug

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    Forum|Forum|1 month ago

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