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🎅 How to prepare your Fin AI Agent for Christmas 🎅

16 days ago

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2 years ago

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JensenLegetteNew Participant

i'd like for macros to have the ability to remove tags (they can add tags, just can't remove them)Submitted

i'd like for macros to have the ability to remove tags (they can add tags, just can't remove them)

29 days ago

Chris AnnicellaConnector

Draft View or Preview View of Help ArticlesSubmitted

The problem: There's no way to share a draft Help Center article with someone for review. Draft articles have no shareable preview link — the only way to see a draft is to log into Intercom and navigate to it in the Articles editor. Anyone without an Intercom seat simply can't review the content.Why this matters: The people who review and approve help content — subject-matter experts, product managers, legal/compliance — often aren't Intercom users. Today our options are: buy seats just so people can proofread, walk them through screenshots, or copy the draft into a Google Doc where formatting, images, and links break and feedback ends up disconnected from the real article.The request: Generate a shareable preview link for a draft article — a private URL that renders the article exactly as it will appear in the Help Center, viewable by anyone with the link, without requiring an Intercom login. (Optional niceties: links that expire or can be revoked, and a clear "DRAFT" banner on the preview so no one mistakes it for live content.)Related: It would also help to assign a draft article to its collection before publishing, so the preview reflects its real placement and publish day is just flipping a switch — not finishing setup.The payoff: a real review-and-approval workflow for Help Center content — faster sign-off, fewer errors reaching customers, and no premature publishing just to let a stakeholder read an article. Thanks for considering!

29 days ago

Luana LarsenNew Participant

Linking PDF etc to conversationSubmitted

Hi! 👋Thought of an idea that I would like to add if possible. In Intercom under the “Links” section, would it be possible to make a section that contains all kind of files send in the ticket and in side conversations related to the ticket? Like Images, PDF’s etc. This would be helpful so you do not have to scroll through the ticket to find files. 😄

29 days ago

Rakele AmorNew Participant

Allow switching from Messenger to Email for call follow-upsSubmitted

When handling a customer call in Intercom, the follow-up reply is currently set to Messenger.It would be really useful to have a simple toggle/dropdown allowing teammates to switch the follow-up channel from Messenger to Email directly within the same conversation.For example, after a phone call we often need to send the customer a written confirmation, payment link or additional information. We don't always know whether the customer actively uses Messenger/the app, so email can be the more appropriate channel.Currently, to send that follow-up by email, we have to use “Create new”, which creates an unnecessary extra step and separates the follow-up from the original conversation.Being able to simply select Messenger or Email for the follow-up would make post-call communication quicker and keep the full customer interaction together in one conversation.

29 days ago

Graham BarrettNew Participant

Manitoba TimezoneSubmitted

Manitoba will no longer change from Central Daylight Savings Time to Central Standard Time each year, so we can no longer use the Chigaco timezone.https://news.gov.mb.ca/news/index.html?item=75397

29 days ago

Natalie SmithNew Participant

Translation in product toursSubmitted

Product Tours are not automatically multi-language like Help Center articles. All custom translation settings within Intercom don't impact the text we put in the tours. The content of the tour is not translated automatically to the viewer’s browser language. If you want multiple languages, you need to duplicate the tour and manually translate each version. The only part that follows the browser language is interface text (like the “Next” button), and only if that language is enabled in your Messenger languages. If we're not benefiting from the existing translation and language support we've already set up in Intercom, there's no incremental benefit of using Intercom tours versus another provider.

29 days ago

Hannes CorbettNew Participant

PDF Export - TicketsSubmitted

There is basically no data available in the PDF export for tickets. Why is the same options as for text not viable.Auditors are questioning the text export as that is so easy to tamper, we therefore need to show then our tickets in the system live instead of being able to send tickets.If you just added the same options to the PDF export as for the Text export it would be fine. But for now it’s basically no reason to use the PDF export.

30 days ago

Gia NguyenNew Participant

Custom metrics should allow numerator and denominator from different datasetsSubmitted

Both sides of a Percentage or Ratio custom metric currently have to come from the same dataset. Choosing a Measure filters the "Over" field to that dataset only.This blocks any rate that spans datasets, including CSAT survey coverage:Conversations with a conversation rating request ÷ New conversationsBoth count conversations, but one is a Conversation rating metric and the other is a Conversations metric, so the builder won't allow it.Coverage is the context that makes response rate meaningful — 60% response across 90% of conversations and 60% across 20% are very different situations, especially when you're using CSAT to judge Fin's performance.Today this only works by exporting both numbers into a spreadsheet, so it can't go on a dashboard or be tracked over time in Intercom.Request: allow cross-dataset ratios for conversation-level metrics.

30 days ago

Emma Mifsud TommasiNew Participant

Automated Reminder Email Should Include the Original Subject LineSubmitted

Currently, Intercom’s automated reminder emails don’t provide any indication of which conversation or enquiry the reminder relates to.This can be confusing for customers, particularly those who have multiple active conversations with us or who send several emails in a single day. When they receive a reminder, there is currently no subject, conversation reference, previous message excerpt, or other context to help them identify what they are being asked to respond to.The problemFor customers with multiple open threads, an email saying something along the lines of “We're just following up on your support request. Could you please review our response and update us by replying to this email?” isn’t actionable on its own. They may not know:Which enquiry requires their response Which member of our team they were speaking with What the outstanding question was Whether they have already replied to a different conversationThis creates unnecessary confusion and results in customers ignoring the reminder, replying to the wrong thread, or contacting us again to ask what the reminder relates to.Suggested improvementIt would be really helpful if automated reminder emails could include some context from the relevant conversation, for example:The conversation/email subject A short excerpt from the most recent messageEven something as simple as “We’re waiting for your reply regarding: [conversation subject]” would make these reminders significantly clearer.Why this would be valuableAutomated reminders are intended to prompt customers to take action, but without knowing what the reminder relates to, the customer may not be able to do that.Adding conversation context would make reminder emails much clearer and more useful, particularly for businesses whose customers regularly have multiple conversations open at the same time.

30 days ago

AchiniNew Participant

Feature Request: Delivery Log for Scheduled ReportsSubmitted

It would be helpful to have a delivery log for scheduled Intercom reports.Currently, we can verify that a report schedule is configured, but this does not confirm whether the report was actually generated and successfully delivered to each configured recipient.The delivery log could show details such as:Scheduled report name Date and time sent Recipient email addresses Delivery status for each recipient — Delivered / Failed / Pending Failure reason, if applicableThis would make it easier to confirm that scheduled reports are reaching the intended recipients and help with troubleshooting when a report is not received.

30 days ago

Amy WarrinerNew Participant

List my Recently Viewed conversations/ticketsSubmitted

List my Recently Viewed conversations/tickets.If I click on a conversation or ticket and view it, I want it to be in a list that I can easily go back to view it again. Similar to the search where it shows my recent searches.It needs to have the ticket number and some identifiable fields, i.e. subject, contact. Something to differentiate the tickets.I’d like to be able to click on it to open in that window, or arrow out icon to open in new tab.

30 days ago

Nicole YNew Participant

Ability to drill into Fin resolutions from a help articleSubmitted

I would love to be able to click on the Fin resolutions and involvements to see the conversations. Just like I can click on views to see who viewed the article.This would be useful when we release a new feature and we want to see what questions are coming in and see how Fin is performing.

30 days ago

Amy WarrinerNew Participant

Locating conversations and tickets where I @mentioned someone elseSubmitted

In the Mentions inbox, can you add another option to view where you have @mentioned someone else. Would need to see their name, and then drill down into the conversations/tickets where I @mentioned them.This is helpful to follow up on those conversations/tickets - especially as a manager, as I don’t own the ticket.Would also be good in the entire Mentions inbox to be able to set a status. In progress, Following, Done, Waiting on Others. Similar type statuses. I know we can mark them unread but that isn’t enough when I have a list and need peace of mind that I have handled everything I have been mentioned in and where I have mentioned others.

30 days ago

Natalie HNew Participant

Operator Adding User NotesSubmitted

Just adding a special request here :) There are times when we are taking bulk actions within our internal systems that need to be noted within the users account in intercom. it would be a huge help if operator would be able to add user notes to a group of users. having to search each user manually, then add each note (to sometimes 500 users!) can be incredibly time consuming. thanks!

30 days ago

Chris | WingbitsNew Participant

Chat icon blocks pinned view optionSubmitted

30 days ago

NuritInnovator ✨

Customize Slack notificationsSubmitted

It would be great to be able to customize Slack notification messages.

1 month ago

Emer O'SullivanNew Participant

Embed YouTube Video in Fin ResponseSubmitted

It would be great if the YouTube videos linked to the help centre article related to a topic would be included in the Fin response, particularly for ‘How To’ questions.

1 month ago

Ben WillisNew Participant

Ability to remove the time to complete for checklistsSubmitted

Some tasks can take hours or days dependent on our customer size but are essential steps. With the time to complete showing, it could be off-putting to the customer who may not start the checklist as it says it will take too long

1 month ago

Cassie AlterNew Participant

Schedule send replies to emailsSubmitted

I would like to be able to reply to an email and schedule send it for the morning. I am sometimes working late at night or I know the person I am emailing is on vacation and I don’t want to bother them. I would like to be able to schedule the email for another date/time and have it send then. I should be able to edit that email after I click “schedule” and make updates if I need to. There should also be an area where I can see all my scheduled emails. This is a feature that exists already in gmail and most other emailing platforms.

1 month ago

Maksim KriukovNew Participant

We need to disable Ai title ASAPSubmitted

'Customers will see this AI-generated title in their Messenger. It's created automatically based on the conversation.' - I need to disable it. It's confusing our customers.

1 month ago

Bjorn LammersConnector

Better control over spam and deletionSubmitted

Currently, all spam filtering is automatic, with no options to adjust its sensitivity or manage spam (easily). I propose the following features to improve spam handling significantly:1. “Mark as Spam”Agents should be able to mark conversations, senders, or entire domains as spam.2. “Mark as Not Spam”Similarly, conversations, senders, or domains should be markable as not spam, with:• More granular controls, such as regex matching, rules, and white/blacklisting.• Integration into workflows for easy automation if “Mark as (not) Spam” options are available.3. Spam Box SortingAgents should be able to sort spam using existing headers.• Side note: This functionality should also be available in the standard Inbox “Table Layout.”4. Batch SelectionEnable agents to select multiple spam messages at once for actions like “Mark as (not) Spam” or deletion.5. Permanent DeletionConversations in the spam folder should be permanently deletable. Spam should not accumulate indefinitely.• Currently, we handle this via API and custom actions, but these conversations still appear in reports. Spam-marked messages should ideally be excluded from reports by default or have an option to exclude them easily. Thank you!

1 month ago

Keianne MackeyNew Participant

Report shared to email as an attachment for automated reporting via copilot coworkSubmitted

I’ve automated all my reporting through SF & Genesys (the two other platforms I use) by having them send weekly report emails to my inbox with the reports as an attachment. From there, cowork pulls the data, adds it to my combined service report and then updates the slides that I have to share with the team weekly, Intercom currently does not have a subscribe/share report function that sends the report as an attachment, it just sends a link to the report page, meaning cowork can’t read the data. Would be good to see a fix to this quickly, with how quick AI innovation is changing, would be good to see intercom keep up!

1 month ago

Amy DeFineNew Participant

Smart Replies - option to turn offSubmitted

I’d like to see the ability to turn off smart replies (at the admin level) to ensure an entire team is / is not using them as preferred by the org.

1 month ago

Ed MorrellNew Participant

Preserve and restore conversation ownership after Fin AI Agent involvementSubmitted

When a human agent takes ownership of a case, particularly for complex, multi-step issues like repair bookings or courier collections, and Fin subsequently handles part of that conversation (e.g. answering a status update, running a procedure), there is currently no native way to automatically return the conversation to the original owning agent once Fin's involvement ends or escalates. Our agents handle cases that span multiple touchpoints. An agent may book a scooter collection or repair, making them the case owner with full context. If the customer later contacts us again, Fin may handle the interaction but when Fin escalates or the conversation needs human attention again, it lands in an unassigned team queue. The original agent loses the case unless they find it or it gets manually reassigned to them. The only current workarounds I can think of:Agent name tags + a workflow branch per agent (brittle, requires maintenance as the team changes) Creating a new custom attribute (however, we've exhausted our attribute allowance on reporting-critical fields)None of these are clean solutions, they all require ongoing manual maintenance or sacrifice something else.The ask: A native "Case Owner" concept at the conversation level, separate from the current assignee, that: Can be set by an agent when they take ownership of a case Is preserved throughout Fin's involvement in the conversation Automatically reassigns the conversation back to the case owner when Fin escalates, hands off, or the conversation leaves the bot inbox Alternatively, a workflow trigger condition of "previous human assignee" that can be used to route conversations back to whoever held the conversation before Fin took over. As teams adopt Fin more deeply particularly on email channels where conversations reopen and span days or weeks, case continuity becomes critical. Fin is excellent at triaging and answering, but the handoff back to a human needs to be intelligent, not just "drop it in the team queue." This feature would allow teams to confidently expand Fin's scope without sacrificing the accountability and context that comes with named case ownership. This would affect any teams using Fin on email or async channels with multi-touchpoint cases, repairs, logistics, complaints, or anything requiring follow-up over time. ThanksEd

1 month ago

ClarkNew Participant

Automatic Away Mode for Teams/Inboxes or for individual usersSubmitted

Our Support, Sales, Onboarding and Billing teams all use Intercom so we have different set ups and way of working for each team. For our Support team, being able to use Assignments with Automatic Away Mode is really important so conversations don’t keep on loading up individual inboxes. However, there is only a global setting for Automatic Away Mode, which means other teams would also be affected when we switch this feature on as they will be set to Away without knowing it. So unless they are constantly monitoring Intercom (they work in other systems too) then they might not receive a reply or it gets unassigned from their inbox. Can you please consider adding more value to this feature by letting us choose the users it should only take effect on? Thank you.

1 month ago

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