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    3162 Ideas

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    Macall GardnerNew Participant

    Channel Routing: Add Email to Conversation and PhoneSubmitted

    Current Limitation:At the moment, technicians can only be logged into the following routing channels: Phone (Phone only) Conversations (Includes both Chat and Email) Suggestion for Improvement:I’d like to propose greater flexibility in how routing channels are configured and assigned. Specifically: Split Email from the Conversations Channel: Allow Email to be its own standalone routing channel, separate from Chat. This would enable technicians to be logged into Email without being required to handle Chat at the same time. Enable Multi-Channel Selection: Provide the option for technicians to select multiple channels—rather than being limited to just one or "All." For example, a tech could be logged into both Phone and Email, but not Chat. Alternative Approach:If separating Email from Conversations isn’t feasible, another solution would be to include Email as part of the Phone channel. This way, Phone agents could assist with email volume during slower phone periods.Why This Matters:In environments where email and chat volumes are particularly high, the current setup disproportionately burdens the “Conversation” techs while “Phone” techs remain limited in how they can help. This often requires manual intervention by team leads to balance workloads across the team. By allowing more flexible channel selection or smarter routing, teams could improve efficiency and reduce operational overhead. 

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    Forum|Forum|1 year ago
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    Isabel ChmielewskaNew Participant

    Call Forwarding to Agents Personal PhonesSubmitted

    I would like there to be an option for calls coming in to be forwarded to agents’ phones if they would like. 

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    Forum|Forum|1 year ago
    Noam Ben Harush Shani
    Noam Ben Harush ShaniConnector

    Branch and segment based on attachmentsSubmitted

    When a user sends an email and has an attached file, for example a generated log, I’d love to be able to use that to branch workflows. e.g. when asking a user to reply with a file, and they reply without a file, or incorrect file extension - be able to reply with what we’re missing

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    Noam Ben Harush Shani
    Forum|Forum|1 year ago
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    Monica WalkerNew Participant

    Feature Request: Require Manual Entry of Recipient Email Before SendingSubmitted

    Hi Intercom team,I’d like to submit a feature request regarding the recipient field within conversations. Specifically, we’re looking for a way to remove or disable the automatic population of the recipient field, requiring agents to manually input the recipient email address before sending or closing a conversation.The goal is to prevent messages from being sent to incorrect or outdated emails that Fin automatically pulls up, ensuring accuracy and reducing the risk of miscommunication. Ideally, the system would not allow the conversation to be sent or closed until the email field is correctly and intentionally filled in by the user.Thank you for considering this!

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

    AI Generated CSAT Reports - Ability to add AI Generated Summary of Rating ExplanationSubmitted

    Problem to Solve:The AI Generated CSAT reports are AMAZING, and there’s so much information, but it is a little cumbersome to get an understanding of the overall reason the AI generated score was given without digging into each of the individual conversations.  Request: Would be great to be able to add a AI Generated Summary to the report that gives a combined overview of why it provided the score that it did. 🎥 Video ExplanationAmazon Example: 

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    Angel Horowitz
    Forum|Forum|1 year ago
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    Adams Tax FormsNew Participant

    Fin Testing Change AnswerSubmitted

    In the beta testing area of Fin, I’d like to be able to point it to specific article when it provides the wrong answer or content. Sometimes it pulls similar content but is the wrong answer and the only option is to change the article or add a snippet. I want to be able to point it to the correct article rather than right a snippet or change the article it chose to use.

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

    Checklists - Ability to mark tasks as complete for the whole companySubmitted

    Problem to Solve:When an onboarding task is complete, there’s no way to set a rule that it marks that individual task complete for the entire company. You can create a rule to mark an entire checklist as complete across the company, but not a specific task within a checklist. Example:When one of our Vet customers has finished adding Inventory items, they want to be able to mark that particular step within a larger checklist complete so that other people within the organization know that there’s nothing more that needs to be done with that individual task. That’s just one example, but we have many along those some lines. Proposed Solution: Add a toggle that allows that particular step to be resolved for the entire company.   

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    Angel Horowitz
    Forum|Forum|1 year ago
    Justin M12
    Justin M12Active User

    Tickets linkable in Help CentreSubmitted

    In our (intercom) help centre we reference customers to submit a ticket for certain problems that we know we will always require a ticket for.However we cannot link customers to submit a ticket within intercoms help centre. Either by using a link to open a ticket in the messenger or embedding a ticket form within the help centre article itself. There is no way to get a customer to the ticket we want from an article!I know this is possible using code to Trigger from HTML on your own webpageThere is also a nice way to add tickets to the messenger homeBut these do not solve the issue of customer on a help centre article have no next step to submit a ticket and must now start a live chat to get to a ticket!We have found a workaround (that is not easily scalable for many tickets) to this where by using workflows and “When customer clicks a website element” trigger we are able to link a specific button or text within the help centre to then open a ticket in the messenger.Ideally we would eitherbe able to use a set URL to create links to tickets in the help centre so we can link any elements we want  eg:https://www.yourhelpcentrecustomdomain/showticket/{ticket_ID) have a function built into the help centre button or another option to link a ticket.In both cases I think these would then open the messenger to the ticket id allowing the customer to complete and submit the ticket quickly from within the help centre

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    Justin M12
    Forum|Forum|1 year ago
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    david_huddleNew Participant

    Navigate through multiple images / screenshots quicklySubmitted

    If a ticket contains multiple screenshots / images / documents, it would be really nice to be able to quickly navigate through them in the quickview modus - meaning it would be nice to click on a right-arrow for example to easily open the next attached image (or a left-arrow to go back).

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    Forum|Forum|1 year ago
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    Alif HamkaNew Participant

    Daily Slack - Ticket Count SummarySubmitted

    Hi Team,We want to push daily tickets/conversations count reports to Slack channel for specific regions.The region value is exist in the customer/user attributes, but currently even via API it’s not possible to search tickets based on the custom attributes.Please consider. Thank you.

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

    Custom Reports - Ability to add a Conversation Flow DiagramSubmitted

    Goal:Ability to easily add the conversation flow that is included on the “Overview” report, within custom reports.Justification: This is great visual tool to have, especially when reporting metrics up to the Executives, but it’s extremely cumbersome for companies that have multiple products and/or have a ton of filters they need to include when looking at the metrics.Right now we don’t leverage it at all because it takes too much time to keep adding and removing filters for 9 products, in combination with the multiple departments within those products that we’re trying to evaluate (Support, Onboarding, Success, Sales).Example: 

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    Angel Horowitz
    Forum|Forum|1 year ago
    Ben Griese
    Ben GrieseNew Participant

    Required TaggingSubmitted

    When setting up tags, I’d really like the ability to toggle on requiring tags in order to close a conversation. I saw this conversation from a few years ago that asked for something similar:However, as mentioned in that convo above, setting up a keyword-based auto-tagging system would be quite a lift for us, considering ever-changing tags + trying to ensure we got all relevant keywords to trigger the auto-tagging workflow. That, versus having a simple toggle to require the team to tag each conversation with the most relevant tag. I really just want that ability so we can have more robust data by having ALL conversations tagged 😅

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    ericgriff
    Forum|Forum|1 year ago
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    Paul JouannyNew Participant

    Force Manual Conversation Tagging by agentsSubmitted

    This has been raised before, but the answer has always been to enable auto-tagging, we don’t find this to be completely reliable. We align part of our dev effort based on what causes us the most support issues, and have found auto-tagging often misses (context from customers is often sadly lacking!)  the key issue or  system area. Would like an option to force manual tagging of conversations/tickets prior to allowing a closure.

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    ericgriff
    Forum|Forum|1 year ago
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    Daniele ZanardiNew Participant

    I would love to be able to create different messengers to fit my needs, instead of being limited to the same one where I can only change the styleSubmitted

    I find it odd that we can create different help centers and brand but we are limited to only one messenger, where we cannot change the tabs displayed but only change the style (colors)

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    Christian S12
    Forum|Forum|1 year ago
    Christian S12
    Christian S12Connector

    A/B Testing for Messenger VariantsSubmitted

    Description:Currently, we have the ability to A/B test proactive messages within the messenger, which is valuable for optimizing message content and timing. However, there is no functionality to A/B test different versions of the messenger itself (e.g., style, layout, tone, or content blocks).Proposed Enhancement:Introduce the ability to A/B test different messenger variants — not just the messages — to evaluate the impact of design, copy, or promotional elements on user engagement and click-through rates. This would enable more robust experimentation, such as testing: Different welcome messages or layouts for various promotions Variations in design or visual emphasis Different tones (e.g., conversational vs. professional)  

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    Christian S12
    Forum|Forum|1 year ago
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    Alison LangleyNew Participant

    Add Bluesky to social links in OutboundSubmitted

    There is a long list of options for social links in Outbound, with icons that can be linked and set up in a row. However, Bluesky is missing. We’ve recently moved to Bluesky (from X) and would like to have this option.

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    Forum|Forum|1 year ago
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    BryanNew Participant

    Let fin use previous conversations with the same customerSubmitted

    I would like it when fin can use the previous conversations with the same customer and can continue with that same topic if needed. So the customer can ask follow up questions and Fin “remembers” that conversation with that customer.

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    Christian S12
    Forum|Forum|1 year ago
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    Aviva WittenbergNew Participant

    Knowledge base search analyticsSubmitted

    I would like to get more insight into how often our readers are successfully searching for content at a knowledge base level.Request to add some additional knowledge base search analytics:Total # searches  # successful searches (success = search returned  at least one result) # no result found searches (no result found = searches that did not produce any results) # of bounced searches (search returned a result but user did not click on any of the results).

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    Forum|Forum|1 year ago
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    Marco SeelemanNew Participant

    Workflow for existing conversationsSubmitted

    I would love to have a function where we can trigger a workflow with specific set conditions, but able to search for conversations in the current backlog. This way you can use the workflow after an incident, when the conversation or user/lead of the conversation matches XYZ conditions, respond on the conversations following this workflow.

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    Forum|Forum|1 year ago
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    AminaNew Participant

    It would be great if Intercom used Chat GPT to automatically translate articles to other languages.Submitted

    It would be great if Intercom used Chat GPT to automatically translate articles to other languages. At the moment this is done manually and takes too much time.

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    Forum|Forum|1 year ago
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    johndoe1New Participant

    Seeking Developer for Crazytel VoIP Integration with Intercom (Call Logging)Submitted

    Hi Intercom Developer Community, TL;DR: Need a custom integration to log Crazytel VoIP calls into Intercom’s inbox for our Australian small business. Budget TBD, please share quotes. We’re a Melbourne-based business using Intercom as our central hub for emails, chats, and SMS. We need Crazytel (crazytel.com.au) call data (caller ID, duration, timestamp, status) logged in Intercom’s inbox as conversations or contact notes. Requirements:Sync call data via Crazytel API (likely REST/webhooks, TBD) to Intercom API (v2.13) in near-real-time. Log calls in inbox with key details; optional custom app for call summaries. Use serverless hosting (e.g., AWS Lambda). Setup: Single Intercom workspace, Essential/Advanced plan, 2 users.Questions:Feasible with Crazytel’s API? Timeline/cost estimate? Open to any of your ideas for solving this! Let me know your experience, rough quote, and questions.

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    Peter Moriarty
    Forum|Forum|1 year ago
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    Alejandra ArellanoNew Participant

    Away Feature Request (Missed Calls)Submitted

    Hello all,Submitting a feature request for consideration: Can Intercom implement a functionality where, if an agent misses a call, their status automatically changes to “Away” instead of defaulting back to “Available”?This can help ensure the targeting coaching —addressing missed calls as availability issues rather than repeatedly coaching agents on missed calls that may simply be a result of not being at their workstation.Thank you!

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    Forum|Forum|1 year ago
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    Duncan I.New Participant

    Feature Request: Ability to Require Agent-Only Fields in Intercom TicketsSubmitted

     SummaryWe propose adding the functionality to mark agent-only fields in Intercom tickets as "required" before a ticket can be closed. This enhancement would ensure consistent and accurate reporting and prevent incomplete data entries.Problem StatementIntercom’s ticketing system allows for custom fields that are visible only to agents, which is excellent for internal tracking and reporting. However, the inability to make these agent-only fields mandatory often results in incomplete data.For example:A field such as Resolution Type is critical for understanding the outcomes of cases. Agents sometimes forget to select the appropriate option from the dropdown, leading to gaps in reporting. This oversight impacts the accuracy of metrics and reduces the value of data-driven insights.Proposed SolutionIntroduce the ability to mark agent-only fields as "required" to ensure they are filled out before a ticket can be closed.Feature Details: Agent-Only Field Validation Allow administrators to configure agent-only fields as "required" in the ticket settings. Display a warning or notification to agents when attempting to close a ticket without completing these fields. Customizable Requirements Provide flexibility to specify when the field must be filled (e.g., upon ticket closure, status change, or assignment). Visual Indicators Highlight required fields that are missing in the ticket UI for easy identification. Integration with Workflows Ensure compatibility with existing workflows, such as automation or routing rules, without introducing errors or disruptions. Use Case ExampleAn agent resolves a ticket for a customer experiencing a "problem sending." Before closing the ticket, the system prompts the agent to fill out the Resolution Type field, ensuring data is captured for reporting. This eliminates the risk of the field being left blank, allowing the team to generate accurate metrics showing the outcomes of 500 "problem sending" tickets (e.g., resolved by re-sending, refunded, or escalated).Expected Benefits Improved Data Accuracy: Ensures critical fields like Resolution Type are always completed. Enhances the reliability of metrics and reporting. Operational Efficiency: Reduces the need for manual audits or follow-ups to complete missing fields. Helps managers better analyze and address recurring issues. Enhanced Accountability: Encourages agents to consistently follow internal processes. Technical ConsiderationsImplementation would involve:Modifying ticket field settings to include a "required for agents" toggle. Adding validation logic to check field completion before ticket closure. Updating UI/UX to visually indicate required fields and prompt agents when necessary.Priority and TimelineThis feature is critical for teams relying on Intercom for detailed reporting and operational metrics. We recommend including it in the next product update to address immediate user needs.

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    Logan B
    Forum|Forum|1 year ago
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    Elissa ArmsNew Participant

    Create tooltips without contentSubmitted

    I’ve had a few use cases where we’d like to use tooltips to label a feature in our product as new, or use a different label/icon to draw attention to a feature, but don’t need or want any popup text to trigger on click or hover. Right now it seems that you can’t save a tooltip without content.Just wanted to submit this idea in case others would find that helpful!

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    Logan B
    Forum|Forum|1 year ago
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    BryanNew Participant

    Fin email to uses a email structureSubmitted

    Currently fin for email is almost like a chat conversation, but there’s a difference between the 2 especially in structure. That’s why we’re not using fin for the email. Or at least be able to set up a structure for the email and fin can add the answer in a specific part of the email.

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    Forum|Forum|1 year ago

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