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🎅 How to prepare your Fin AI Agent for Christmas 🎅

19 days ago

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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

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.

Yohann CollazosNew Participant

Pipedrive App available in EU workspaceSubmitted

We are currently considering migrating from the US workspace to the EU workspace.However, we have noticed (https://www.intercom.com/help/en/articles/5778275-additional-details-on-intercom-regional-data-hosting) that the Pipedrive integration (app) is no longer available in the EU workspace. This integration is relatively important for our business.

Silvina MartinezNew Participant

Add Per-Reply Handling Time as a Standard MetricSubmitted

It would be very valuable if Intercom included per-reply handling time as a standard metric. At present, “Teammate Handling Time” only reflects the total duration a conversation remains open and assigned, which often looks more like resolution time than actual responsiveness. In other helpdesk platforms, every inbound customer message is measured individually, from the moment a customer replies until the teammate responds. This per-reply handling time is a standard metric across the industry, and its absence in Intercom makes it difficult to get an accurate and fair view of teammate performance across the full conversation lifecycle. Adding this would align Intercom’s reporting with established best practices and give teams far more actionable insights.

Tommy DikermanNew Participant

Dedicated pages for surveysSubmitted

Currently when sending a request to users to respond to a survey by email, we need to include a link to our app or another page that runs the Intercom Messenger. It’s a poor experience, because the user who clicks on one of the options in the email wants to land on a page that is dedicated to the survey and not be distracted by other content on the page. It’s also technically challenging at times, because the query string for the survey is truncated by some pages. Additionally, users may or may not be logged in, and there’s no way for them to log in if they wish. It would be much better to be able to serve these surveys from a clean page that Intercom would host.

Barry RobertsNew Participant

Be able to specify "Special Dates" and have Workflows that are only enabled during those Special DatesSubmitted

Every year there are 8 bank holidays (including Christmas Day and New Year’s Day) in the United Kingdom, during these days we operate very differently. Other companies I am sure might have dates during the year where they are either closed or running at a reduced capacity which require customer interactions to be handled differently.It would be immensely useful to be able to specify all of those days as a “Special Day” in the settings.Then we could have Workflows that will only execute during these dates.The advantage would be that we could specify all of the Bank Holidays for the year in one go at the beginning of the year, and then the workflow would automatically be enabled for those days. Currently we’re going to have continually update dates throughout the year,So could Intercom please add the concept of “Special Dates” and add support for these in workflows?

Mark WeisbergNew Participant

Dynamic Brand Assignment in WorkflowsSubmitted

For the new multi email branding, allow us to automatically set the brand for inbound emails based on conversation attributes, customer data, or specific actions. How it works:Workflow Rule Creation – set up rules like:If a conversation email to domain contains @companyA.com → Set Brand A If a conversation contains specific keywords (e.g., “enterprise” or “wholesale”) → Set Brand B If the conversation started from a particular product or region → Apply the relevant brand etc.

Joakim LarsenNew Participant

Translation for tool tipsSubmitted

We spend a lot of manual time on creating tool tips in our UI. But because our customers are from multiple countries, we have to create the same tool tips multiple times (for each language). It could be great if there were a localization button that translated the tool tip depending on the browser.

InformerNew Participant

Edit messenger per styleSubmitted

I have multiple messenger styles, but I can't edit the messenger content. For some styles I don't want to add the Help button to the messenger, but that is not possible.

VarshiniNew Participant

Improve the scroll abrSubmitted

I am writing to share a feedback from one of our clients. They feel that the scroll bar is not responsive in the chat box. In order to format the texts line using a hyperlink or to bold a text, they need to scroll up and down and eventually lose track of the point. This could be improved.

MirtheNew Participant

Enable Proactive Support for Lite SeatsSubmitted

Upgrading to an Expert seat isn’t viable for team members who only need to send proactive messages occasional (like once or twice a month). This makes Intercom harder to justify for teams with light but important proactive support needs.We’d love to see a solution that enables limited proactive messaging without the full cost of an Expert seat.Impact:This would help us scale Intercom use across more team members, increase adoption, and reduce internal friction around seat costs, especially for small businesses and hybrid support teams.

D.H.New Participant

Audience Dropdown for ArticlesSubmitted

The Audiences part is great and makes a lot of things so much easier, but why is it not possible to apart from fin also just select the Audience for the Help-Artikle there we need to manually update the audience manually for every article via arguments which can be very cumbersome and error prone for typos and logic errors. So it would be great to just have the same dropdown down there for the articles

Todor AtanasovNew Participant

Make Fin be able to do something on Confirmed ResolutionSubmitted

We need to make Fin do something after customer confirms resolution.Right now, if Fin resolves a conversation, he just say Bye and that’s it. We need to be able to either: Add action on Confirmed Resolution in Workflows (just like when we can add paths on escalation) Or, have a trigger for When fin resolves a caseOur goal is to ask the customer for CSAT and then take action depending on the user input. You can easily achieve this in a normal Workflow, but we cannot do nothing for the cases where Fin resolves the case

D.H.New Participant

Support Agent Text-Field for Reply writing to top - SettingSubmitted

We Talking here about the view of the support agents, not of the customer messenger view. Working for the whole day on a bigger screen always watching at the bottom of the screen to view and write in the small text field to reply to customers gives the support agent often neck pain.. it would be great to give the support agents the possibility to move the messenger window to the top, like it is in most mail programs which is way more ergonomically than watching to the small text window at the bottom.. maybe some users prefer this way so it could be an optional setting maybe. Thanks for all the great work intercom. 💪

Kamil NiemirowskiNew Participant

Improving the adroid applicationSubmitted

Please add more statuses for a conversation, currently we can close or put to sleep a conversation, it would be useful to have the rest of the options as it is in the web version.

josieloNew Participant

Ability to edit a published article with a version in draftSubmitted

Hello Intercom community, Is there a way to edit the current, published version of an article, without affecting the draft version? I think an “edit current” and “edit draft” function would be really helpful. I often prepare drafted versions of articles so I can publish them when the updates are live on our software. However, delays happen, or the current feature changes, and I need to edit the current version of the article, while still maintaining the draft, ready for when the final version of the feature goes live. Here’s an example for context: I have an article for a specific feature that is undergoing some improvements. The final version of the feature isn’t out yet, but the article for the final version is ready to publish in draft. Now, part of this feature has changed, but it’s still not the final version - so I need to edit the current, published article, but I want to keep the final version in draft. I’d solve this now by publishing, then quickly unpublishing the draft, restoring the current version of the article, editing that, publishing it, then, re-drafting the original draft. Has anyone found themselves in a similar situation? How do you deal with it?

Angel HorowitzActive User

Customizable Inbox View for Data AttributesSubmitted

Problem to Solve:We have several teams that all live within Intercom, as well as several products. It would be great if there was an easy way to customize the side view for the different teams / products to make it more efficient for them to see what they need to assist customers. Ex: Support may need to see different fields than Onboarding, one product may need to see different fields than another product. Example of a Custom View: Current Workaround: The current workaround is to have a Developer “Build an Inbox App”. Needing to rely on Developers to update the code to include new attributes that are requested / created, is not a sustainable long-term solution. The more we’re able to do without needing to touch the code, the better. Request:Create a way that we can create custom views, just like we can create conversation views and things along those lines. Allow us to be able to assign those views to different people so that we don’t have to rely on new staff adding those views when they join they team.

Duncan I.New Participant

Feature Request: Workflow Archiving for Data Retention and Workspace OrganizationSubmitted

I would like to submit a feature request related to the management and deletion of workflows within the Intercom platform.Currently, when workflows are deleted, all associated data (such as launch time, number of times it’s triggered, updates, and other metrics) is lost, which can present a challenge for reporting purposes. While I understand the need for a tidy workspace, I have found that deleting older workflows can sometimes prevent access to valuable data that might be needed later for reporting or analysis.I propose the addition of a feature that allows workflows to be archived instead of permanently deleted. This would allow users to keep their workspace organized by hiding old workflows while still retaining the data for future reporting needs. Archived workflows could be easily accessed when needed, without cluttering the main workspace.This change would improve the balance between workspace cleanliness and the ability to retain essential data for future use. I believe it would be a valuable feature for many users who require both organized workflows and the flexibility to access past data when necessary.Thank you for considering this request.

Joel_SNew Participant

Add an end date option to Messenger Special NoticeSubmitted

@Product Wishlist team! It would be very handy to have an end date option for the Messenger Special Notice. It's really easy to accidentally leave it on for an extra day or two when normal service has resumed.

Serena EdwardsNew Participant

Ability to turn FIN back on after responding to a conversation (due to FIN not giving a correct answer)Submitted

FIN usually stops responding as soon as I respond to a conversation, whether the customer asks to talk to a person or not. I would like the ability to turn FIN back on for any new questions the customer asks

LouHNew Participant

Multi-select conversation attributesSubmitted

We’d like the ability to use a multi-select conversation attribute. At this time, there are only single-select attribute types for conversations. Specifically, we use the list conversation attribute to track incidents associated with a conversation. If the conversation is involved in more than one incident, it’s not possible to select all of the incidents associated with the conversation. Instead, we have to choose a single incident, or create a condition for each incident option to allow for a secondary incident to be added.

Philipp HofmannNew Participant

Allow Fin to adapt a custom personalityPlanned

One of the great advantages of language models such as GPT, is that it can easily cover a huge variety of different tones in the language and by that - be more human. In my feeling, this is also one of the main benefits comparing Fin to a classic Chat Bot Model.However, I feel in the current implementation Intercom lacks way behind, of what could actually be achievable here. Many other GPT based custom bots allow a setting called “Custom base prompt”, which adds a custom user input to the base prompt of the conversation, before the bot answers. This would allow users, to actually custom brand the tone of their Chatbot and match to their brand.Intercom customers cover a huge range of different industries, corporate scales and end-customer groups, which currently all get addressed the same way, although GPT would actually be able to to this way more personal. I want to give you an example:Our customers are graduation students, so Gen-Z individuals. Fin answers very professionally atm, as it would talk with a 60 years old corporate purchaser. By adding an input field to the Fin Profile like “Set a custom tone of voice for Fin” we as a company could write there: “You are talking with Gen-Z individuals and should use a very relaxed and young communication style. Feel free to build in jokes to your answers, but to not exaggerate. Keep your answers as short as possible.” … we could adapt the voice tone of Fin to actually work seamlessly with our customers and add a huge benefit, compared to a classic chat bot.From product perspective there may be a concern of manipulating the Fin answer style too hard via the free text input, so as a variant to the implementation idea on top, I could also imagine selection dropdowns instead of free text input. Something like:Communication tone: Professional (Default) | Funny | Rough | Flirty | Poem …Main Target Audience: 16-24 | 24-38 | 39-50 ...( or millieus, industries, free input, tbd)etc. TLDR: Setting to set custom voice tone of Fine to align with brand communication style

Jakub OćwiejaNew Participant

Intercom MCP for Europe hosted accountsSubmitted

Hi Intercom Team,Our company is heavily investing into automation and AI tooling and we would love to retrieve Intercom data via our tooling. I see a huge progress on hosting Intercom instances in Europe.Could you please enable Intercom MCP for accounts hosted in Europe?Wishes,Jakub

Andreas PoulsenNew Participant

Allow use of Event Metadata in Dynamic Content conditionsSubmitted

It’d be great if you would be able to use the Event Metadata in Dynamic Content conditions when creating messages triggered by events.I can insert the actual value in the message body text, but I want to show different content based on what the value is

Kaela WorthenNew Participant

Allow event metadata to be used in conditional dynamic content in emailsSubmitted

Right now I can use event metadata for triggering emails and as variables to populate content in emails, but it’s not available for conditional content blocks in emails. This is super frustrating because it’s requiring me to create a dozen+ of different versions of the same email with only one paragraph difference, instead of being able to have that paragraph conditionally swapped out. I have a lot of other events that are similar to this, so this means that instead of one email for each event, I now have a dozen+ for each event, which quickly leads to hundreds of templates and becomes impossible to manage if you need to make a minor change and have to do it across all of them instead of just in one place.

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