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    Nurit
    Innovator ✨
    NuritInnovator ✨

    Search conversations by custom attributes using the APISubmitted

    Currently, when we want to search for conversations using the API based on a specific custom attribute, we have to retrieve all conversations first. Then, we must individually check each conversation to find the desired custom attribute value. Having the option to filter conversation searches directly by custom attribute values would simplify the process and significantly reduce the number of API calls needed.

    0
    Nurit
    Innovator ✨
    1 year ago
    NickBxNew Participant

    Fin Tagging in Conversation Notes for AI Re-engagementSubmitted

    Problem Statement: Currently, when Fin (Intercom's AI agent) hands over a conversation to human team members, it cannot be re-engaged to assist further in that conversation. This limits our ability to leverage Fin's capabilities for follow-up tasks, information gathering, or customer communication during ongoing support cases.Proposed Solution: Enable @fin tagging functionality within the internal notes section of conversations, similar to how team members can be tagged with @mentions. This would allow human agents to give Fin specific directions and tasks after handover has occurred.How It Would Work: Team members could type @fin followed by instructions in the conversation notes, and Fin would receive and act on these directions immediately.Use Cases & Examples:Information Gathering: @fin - please can you find out more about how the customer has their caching setup? Customer Communication: @fin - please can you respond to the customer and thank them for their patience while we investigate. Technical Follow-up: @fin - I've found a problem with the WP Rocket plugin, ask the customer if we can change the Cache life-span value to one week. Documentation Requests: @fin - can you send the customer our guide on SSL certificate installation?Benefits:Seamless collaboration between AI and human agents Faster response times for routine tasks Reduces human agent workload for standard communications Maintains conversation context and continuity Leverages Fin's knowledge base access during complex casesExpected Outcome: This feature would create a hybrid support model where human expertise and AI efficiency work together throughout the entire customer journey, rather than being limited to initial contact only.

    0
    1 year ago
    Charlie MooreNew Participant

    Ability to Add Targets/Benchmarks to Metrics/Visuals in Intercom DashboardsSubmitted

    In Intercom’s native reporting, we can see raw numbers and % change vs the previous period, but it’s not always clear if we’re on track against internal targets. While KPI tiles allow targets, and single-metric charts can display a target line, multi-metric charts cannot.Example use cases include: Static reference line in time series/line charts at the target level, even when comparing multiple metrics. Target indicator in KPI tiles showing value vs target (e.g., 67% (+4% vs target of 65%)). Optional traffic light colour coding when above or below target. This enhancement would make dashboards more goal-oriented, instantly show whether performance meets expectations, and enable comparative visuals (e.g., channel resolution rates) to display target context without splitting into separate charts.

    0
    1 year ago
    Justin MulNew Participant

    Linear body rich textSubmitted

    I would like to request a feature/expansion on an existing feature.I would like the text field for the body of linear tickets to be a rich text field. Or, at least allow me to paste images. Now when documenting an issue, I always have to open it in Linear to paste images. Or download the files the customer send me and put them in the linear issue seperately. I think this could be automated and optimised. I also think it'd be smart that if a customer ticket exists on the conversation you're creating a linear ticket for, the body and title get prefilled. Obviously you should be able to overwrite this.

    0
    1 year ago
    SamLewinNew Participant

    Negative CX Score Metric as a %Submitted

    We need a Metric similar to DSAT Score %, so that we can see the % of Conversations with a 1, 2, 3 CX Score rating.Without this, it’s really difficult to analyse conversations by AI topic / etc to get an understanding of the % of these conversations (we can only do this by a number at the moment).

    0
    1 year ago
    Rhiann Porter
    Rhiann PorterConnector

    Selecting a date in a Qualification fieldArchived

    We have a qualification field for our Contacts titled “Purchase Date” and we enter data into this field by selecting the date on the little pop-up calendar. Currently the only way to choose the date you need is clicking the arrows to move between months. We have a lot of customers who purchased their item way back in 2019, and if entering a date longer than a year ago, this method of clicking through months individually is pretty tedious. It would be really helpful if we could enter this date in a different way. Perhaps being able to choose the Month and Year in a dropdown list?  Anyone else think this would make things a bit easier?

    3
    1 year ago
    Rose O'DonnellNew Participant

    Titles on the messagesSubmitted

    One of our customers has asked if it would be possible to have titles on each of the messages in their intercom chat box because sometimes we have messages open for days and it would make it easier for them to sort through them and find the one they need.

    0
    1 year ago
    David MaloneNew Participant

    Training Fin to answer properlySubmitted

    Most of our users are looking for a simple quick answer to simple questions. A picture tells a thousand words so we would really want the ability to PASTE AN IMAGE into the suggested answer

    0
    1 year ago
    Theo DjerkallisNew Participant

    Away reasons to be returned to teammate activitySubmitted

    Recently custom away reasons were released but also they were removed from the teammates activity page which shows log in times etc, this was a great place to go in and see everyones daily log in times and lunch times, now with the away reasons being removed we have to figure out what the gaps were, could be meetings or lunch or a call. Dashboard is great but only for realtime viewing I’d like to look back, Please bring them back to the activity page as the new away reasons mean we will use them a lot more but no where to track. 

    0
    1 year ago
    Angie WallsNew Participant

    Fin AI Testing Follow Up QuestionsSubmitted

    Hello,Hoping to have the ability to ask a follow up question when testing questions in the Fin AI section.Sometimes the first answer is correct but I want to see if a customer were to ask a logical follow up question, what would be said from there. Also, now that the testing continues to be amazing, sometimes in the FinAI response it leaves off with a question. I’d like to be able to answer that question in testing and see what it says.Thank you for your consideration.

    0
    1 year ago
    Christian S12
    Christian S12Connector

    Ability to Reopen Intercom Tickets via Jira for Tickets IntegrationSubmitted

    Currently, the Jira for Tickets integration does not support automatically reopening Intercom tickets (or their associated conversations) when a linked Jira issue changes state. The only available workaround is to build a custom API integration, which adds unnecessary complexity and technical overhead. Problem Our support workflow requires tickets and conversations in Intercom to stay aligned with their linked Jira issues. If a Jira issue is reopened (e.g., a bug fix regresses or requires more work), the Intercom ticket should also reopen so that Support is aware and can follow up with customers. Today, the Jira for Tickets integration only syncs notes/updates—it does not update the Intercom ticket state. Impact Support teams may miss critical Jira reopen events, leaving customers without timely updates. Forces engineering or ops teams to build and maintain custom API automations for a very common use case. Proposed SolutionAdd functionality in the Jira for Tickets app to: Reopen an Intercom ticket (set ticket state back to Open) when a linked Jira issue transitions to a specified status (e.g., “Reopened” or “In Progress”). Optionally, allow admins to configure which Jira statuses should trigger ticket reopening. Include an action in Workflow Builder so this logic can be added alongside existing automation conditions.  

    0
    Christian S12
    1 year ago
    ShawnNew Participant

    Clear Handover Language in ChatSubmitted

    Problem:Currently, when a conversation is handed off from Fin to a human agent, customers often do not realize the transition has happened. Even though our human agents introduce themselves, many customers continue to assume they are still speaking with AI or a “bot”. This creates confusion, frustration, and a less personal experience.Desired Outcome:We would like the chat interface to display a clear, system-level notification that highlights when Fin has left the chat and when a human agent has joined. For example: “Fin Chatbot has left the chat.” “Amye has joined the chat.” “Amye is typing…” This type of messaging creates a visible and intuitive break in the conversation, ensuring the customer understands who they are interacting with.Why This Matters: Improves customer trust and transparency. Reduces friction by clarifying when a human is present. Ensures that agent introductions are noticed instead of overlooked. Matches industry best practices (saw in the Trust Pilot customer chat) Request:Please add a built-in, configurable option for explicit Fin-to-human transition messages in the chat interface. Ideally, this could be customizable (e.g., wording and formatting) so we can align with our tone of voice.

    0
    1 year ago
    Jamie_ZNew Participant

    When a customer visits the page allow to directly assigned to an agentSubmitted

    When a customer visits the page, workflow allow to directly assigned to an agent, without any respond box.

    0
    1 year ago
    Simon HerdNew Participant

    Banners for the Intercom Help CenterSubmitted

    ProblemCurrently, Intercom’s Help Center is a static repository of articles. If you need to communicate a time-sensitive or important update—such as a product launch, downtime, or policy change—you must either update individual articles or send messages through other channels (chat, email, in-app). This leaves a gap: visitors who come directly to the Help Center may miss critical information.ProposalAdd the ability to publish banners from within Intercom to the Help Center. These banners would appear prominently at the top of the Help Center pages, ensuring all visitors see key updates.Use cases Announcing major product changes (e.g. new feature rollout, UI redesign). Communicating planned downtime or incidents. Highlighting important policy or compliance updates. Promoting new educational resources or webinars. Directing users to specific release notes or documentation.

    0
    1 year ago
    Alexandra DannaNew Participant

    Use teammate status to trigger team inbox assignmentSubmitted

    Our reps are multi-skilled from a training perspective, but we only assign them to one skill at a time. We reps to switch skills throughout the day without having to manually update their team inbox assignments. It would be great if this action could be triggered based on teammate status, similar to the functionality offered by Salesforce Omni. This would allow for seamless transitions for teammates without disrupting the WFM team’s daily workload.

    0
    1 year ago
    Vilen UrbanNew Participant

    Add support for localized teammate identitiesSubmitted

    Currently, human teammates and bots can only have a single identity (name and avatar) displayed to all of the users in the given workspace. For international apps that need to provide worldwide support, it is useful to be able to display a localized identity of the same admin or bot based on the user’s detected location.

    0
    1 year ago
    John DoeNew Participant

    Search including attachment contentSubmitted

    It would be very helpful if attachments were indexed, allowing search results to include content from attached files — similar to how Gmail handles attachment search.

    0
    1 year ago
    ToixNew Participant

    Robin retriggerSubmitted

    Hi! Our customer support team have been asking if Robin could be activated for those conversations that are forwarded by other teams into a team inbox that has Robin active? So not just incoming traffic gets distributed, but also traffic from other teams.

    0
    1 year ago
    Nurit
    Innovator ✨
    NuritInnovator ✨

    Workflows ImprovementsSubmitted

    Workflows are an excellent tool that we frequently use for our custom bot and back-office operations. I would like to suggest a few enhancements we find missing in our work and could improve them.Custom triggers - the ability to trigger a workflow based on different activities or attributes. for example, a change in a user data attribute , a back office ticket closed or reopened, or a teammate status change.Additional actions - one example is a code block, which would be very helpful for custom functions. Other examples are opening or closing a ticket, reopening a conversation, random split (for example, randomly assigning a conversation to several teammates and not teams), and setting people's data.Additional filters - some of the filters we searched for - customer has any open conversations/back office ticket, customer has contacted x times in the last x hours/days, “customer visits a page” filters to the customer visits a page trigger, is the conversation linked to a back-office/tracker ticket.Additional dynamic parameters - such as conversation ID and intercom's user ID.A link as a reply button.Loopback flow - the ability to go to a different flow and return to the same point in the original flow.Version management - the ability to restore older versions.   Duplicating a workflow from the test environment - We usually test workflows first in our test environment, having the option to duplicate it to our regular workspace will be very efficient.The ability to publish a flow with "floating" not connected boxes.Pause/publish workflows from the workflows home page.

    7
    1 year ago
    ToixNew Participant

    Third "away" optionSubmitted

    We would like to have a third “away” option as currently even with “away and reassign”, teammates are able accidentally forward conversations to you. When on vacation, you may notice this days later and this is not our customers expect from us :).So basically, when going to vacation, I can set “Do not disturb” and if teammate tries to forward something, he/she will get a notification to find another victim ;). 

    0
    1 year ago
    Micah EdingtonNew Participant

    Conditional Login/Password Access for Privileged Users with SSO EnabledSubmitted

    Hi Intercom team, I’d like to request a feature that allows conditional login/password access when SSO is enabled. Specifically, we need the option to grant this access only to certain privileged users, while restricting everyone else to SSO. This would strengthen security while still allowing controlled access for critical accounts.

    0
    1 year ago
    Alisa KalashnikovaNew Participant

    Synchronise agent's availability in chat/phoneSubmitted

    Synchronise the agent’s availability for chats and calls. So that when the agent has an open chat assigned to him, he becomes unavailable for calls. The same as it happens when the agent is on call - he becomes unavailable for chats.Use case:We see both chats and calls as live channels. So when an agent has an active chat and a call comes in, they simply can't handle both simultaneously. This leads to a customer either being ignored in the chat or waiting longer on the phone. This also puts a lot of stress on our agents.This is a really important piece of functionality for us, as it directly impacts the CX.

    0
    1 year ago
    Joakim LarsenNew Participant

    Article translation in help centerSubmitted

    Our Help Center currently contains a large number of Danish articles — over 2,000 in total. We also need to make these articles available in multiple other languages. Right now, translating them manually into four different languages is extremely time-consuming and resource-heavy.It would be highly valuable to have a built-in translation feature (ideally with machine translation plus the option for human editing) that could automatically create and manage translated versions of our Help Center articles. This would ensure consistent, up-to-date multilingual content while significantly reducing the workload for our team.Impact: Save hundreds of hours of manual translation work. Ensure faster availability of multilingual support content. Improve customer experience for non-Danish speakers.

    0
    1 year ago
    HyletNew Participant

    Pin FIN's conversation so that my user can follow the steps that he outlined while working on the systemSubmitted

    My users want to be able to keep FIN’s answer open while they follow his steps in the program. Perhaps we could add the option to pin his overlay speech bubble. Keeping an article open in another tab does not fulfill this as FIN's steps are sometimes from a combination of articles and more precise to what the user needs

    0
    1 year ago
    Agustin VallejoNew Participant

    Add views and folders to mobile app inboxSubmitted

    In my web inbox, I have my conversations organized with folders and views, which is very useful for inbox management, but in the mobile app this organization is not available 😩

    0
    1 year ago
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