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    3164 Ideas

    M
    Magnus BurtonNew Participant

    Let Fin use more pieces of Guidance for each responseSubmitted

    Currently, it appears Fin only applies a maximum of two Guidance items per response, despite multiple pieces being relevant. This limitation reduces the accuracy and completeness of Fin’s replies, especially when Guidance is written according to best practices—split into smaller, focused pieces. The behaviour contradicts the idea of modular Guidance, as only a subset is ever used.Problem:We've followed Intercom's recommendation to create granular and objective-specific Guidance. However, we're consistently observing that Fin only references two items per reply, even when three or more are clearly relevant. This behaviour reduces answer quality, especially for complex queries. It feels like a soft cap is being enforced despite there being no documented limit.Suggestion:Lift or increase the current restriction on the number of Guidance items Fin can reference per response. Alternatively, provide a setting to configure how many pieces of Guidance can be applied or surfaced dynamically. Transparency around the prioritisation logic would also help in optimising Guidance strategy.

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    Forum|Forum|1 year ago
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    serebriakovNew Participant

    Add View History to Conversation EventsSubmitted

    It would be helpful to have information about who viewed the conversation and when, in addition to the current event details.

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    Forum|Forum|1 year ago
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    Juarez JuniorNew Participant

    FIltro by company in the Ticket PortalSubmitted

    It would be very interesting to be able to filter by company on the tickets page. Today it only allows you to select from a drop-down list, and it's not sorted either. 

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    Forum|Forum|1 year ago
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    Amberlee PrescottNew Participant

    Filter by Ticket Type in the Tickets PortalPlanned

    Filtering by Ticket Type within the Tickets Portal would be a game changer for our company and our users.For context, we’re a web development software company, and our software partners submit ticket requests for new features, as well as tickets for general questions, bugs, etc. Our partners’ account managers need to see what feature requests come in from their team, that way they can provide us with additional context regarding what’s most important to them. Right now, there’s no way to differentiate what’s a feature request within the portal. As the project manager for these feature requests, I have no easy way of providing this visibility for our partners without asking them to look at a separate list outside of the Ticket Portal. This is challenging, as we want Intercom to be their source of truth.

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    Forum|Forum|1 year ago
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    Darjus SaksonConnector

    Actions with SLASubmitted

    Hello, would be good to have the ability use SLA as a trigger in automation.Examples:ticket created SLA not set SLA will breach in “some time” SLA breached SLA counter as an atribute

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    Forum|Forum|1 year ago
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    GabrielNew Participant

    Langage Fin (Darija)Submitted

    Fin Multilangage Arabe : darija (morocain dialect)

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    Forum|Forum|1 year ago
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    GabrielNew Participant

    WhatsApp Business Calling APISubmitted

    WhatsApp Business Calling API for have the possibility to call and receive whatsapp call 

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    Forum|Forum|1 year ago
    Luke Michelson
    Luke MichelsonNew Participant

    Customize Let Fin answer workflow optionSubmitted

    Have the ability to customize workflow option, Let Fin answer. Customize the After Each Answer action of “Talk to a person” and replace the action with something like, “Send to Help Center” 

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    Luke Michelson
    Forum|Forum|1 year ago
    Heather Worthington
    Heather WorthingtonNew Participant

    More customizations for external links in the Message LauncherSubmitted

    At the moment, if you want to add an external URL in the Message Launcher’s apps, you can do so using the “external links” app. This app allows you to provide a URL link and plain text, where the plain text is what shows on the launcher for the link. It’d be really beneficial  if there were more customization options for the plain text, like:Heading formats Bold/italic formatting Emojis  A  beacon or label to highlight that it’s a prioritized app in the launcherBelow’s an example of the current plain text only options, which don’t grab as much attention or have the same slick look as the Article inserter: 

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    Heather Worthington
    Forum|Forum|1 year ago
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    Jack EtheringtonActive User

    Make Search URL CopyableSubmitted

    The Search feature of Intercom is powerful with the ability to edit displayed columns and attributes to filter. Our internal teams often create complex ad-hoc queries with the search feature, but the Search URL cannot be easily shared unless it is converted to a View. It is not suitable to convert every ad-hoc Search to a View.For example, we use the Search page to filter Tickets and Conversations for specific Users in specific Geographical Areas. Some search URLs can be shared, for example searches with a simple text string search are in the format:https://app.intercom.com/a/inbox/[WORKSPACE]/inbox/search?query=[STRING] But other search URLs cannot be copied, such as those that include filters for specific Users:https://app.intercom.com/a/inbox/[WORKSPACE]/inbox/search?filters=eyJwcmVkaWNhdGVzIjpbeyJpZGVudGlmaWVyIjoidXNlciIsImF0dHJpYnV0ZSI6InVzZXJfaWRzIiwiY29tcGFyaXNvbiI6ImVxIiwidHlwZSI6ImlkIiwidmFsdWUiOiI2NzVmMTY0MWU4NzZlOGMzMTllMDk1NDgifV19&query=STRING Making Search URLs copyable would enable us to:Link to ad-hoc queries in third-party systems we use Link to ad-hoc queries in Notes in Intercom Programatically build search URLs (for example, deep link to search of open tickets for specific Users in third-party systems we use)

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    Forum|Forum|1 year ago
    Daniel Rönnberg
    Daniel RönnbergActive User

    Exclude languages from AI Inbox TranslationSubmitted

    Hi there! I just enabled the AI inbox translation feature and I'm really excited to give it a try. Currently, any language added as a supported language is automatically translated into the workspace's main language. While this is great, I’d love to have the option to turn off automatic translation for certain languages.For context, we’re a Sweden-based company where all of our support reps speak Swedish. However, our help articles are only available in English. That's why we’ve added Swedish as a supported language—so that Fin can translate and reference our help articles when handling conversations in Swedish.However, translating conversations that have been handed over to a Swedish-speaking rep into English doesn’t really make sense. It's not a huge issue, but I think it would make an already great experience even better! :)

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    Daniel Rönnberg
    Forum|Forum|1 year ago
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    Kandukuri SudheerNew Participant

    Alternate telephone number option on the ticketSubmitted

    We see that there is only one section for the telephone number, and I see a possibility when the call gets disconnected, if we have an alternate telephone number of the caller, it would be great to call back the alternate number to get in touch with the caller back, rather than having to send an email or drop a voicemail requesting the caller to call back or informing the caller that we did try to reach out to him/her just to ensure we do not loose the potential customer. 

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    Paul D
    Forum|Forum|1 year ago
    Jessica Quinn
    Jessica QuinnNew Participant

    Associate multiple phone numbers to a user & the use same phone number as a secondary phone numberSubmitted

    It would be great to be able to associate multiple phone numbers to a single user profile to be able to recognize and call customers on a cell phone and a business landline phone number easily. It would also be great to be able to associate the same phone number (like a landline business number) to multiple user profiles so that you can select the user that is actually calling from a generic business number and conversations and CSATs will be properly associated and sent to the correct customer that is actually calling (such as a manager, business owner, instructor all calling from the same phone number at the front desk of a gym over time).

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    Paul D
    Forum|Forum|1 year ago
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    Matheus LutzNew Participant

    Fin's auto classificate during a conversationSubmitted

    Today i have a really big problem with auto classifications. The new functionallity allow us to call by workflow the auto classificate attributes, but its not happen when a customer is talking with the Fin. Its results to me “non classifications” in conversations that the user comes just talking “Hi, hello, good afternoon” and stuffs like this. My dream is Fin can auto classificate these attributes while is talking with customer because theres no other time to classificate the attributes in jus fin conversation.

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    Forum|Forum|1 year ago
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    Matheus LutzNew Participant

    Another way to display "Arguments to auto classitication"Submitted

    Hi Peoples! Today i would like to recomend intercom’s to review the functionality of auto classificate conversation atributes. Today, when some converstio attribute is classified, its shows on conversation a really big note in yellow, telling us why what attribute was select. That is a good information, but i think is not good to share that way. I think it could be on “system events”, or in a button like this, to select to show or not to view that infos.

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    Forum|Forum|1 year ago
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    Phil ManavopoulosNew Participant

    API: Endpoint to get business phone numbersSubmitted

    It would be great to be able to get the list of phone numbers that we can see here: https://app.intercom.com/a/apps/*ID*/settings/channels/phone via the API.For external integrations, it can be really useful for reporting purposes.

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    Forum|Forum|1 year ago
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    Adam GNew Participant

    Ability to Display Jira Issue ID in Intercom Ticketing PortalSubmitted

    Hi Intercom team and community,Our team relies on the Jira for Tickets integration to sync and manage issue tracking between Intercom and Jira. However, a key limitation we’ve run into is the inability to display the Jira Issue ID directly in the Intercom Ticketing Portal.The ChallengeWe use Intercom tickets primarily as a surface layer to expose the status of underlying Jira issues to our clients. Internally, Jira remains our system of record, and our clients are familiar with referencing Jira issue IDs. However, the Intercom Ticketing Portal currently:Displays only Intercom ticket numbers Does not allow customization of columns (e.g., to include a Jira Issue ID field)This disconnect causes confusion for clients and internal teams alike, as there’s no easy way to map an Intercom ticket to its corresponding Jira issue from the client’s view.What We NeedWe’re advocating for one (or more) of the following capabilities:Add Jira Issue ID as a visible column in the Intercom Ticketing Portal Allow customization of columns in the portal UI Support an External ID field (e.g., Jira Issue ID) that can optionally be shown in place of or alongside the Intercom ticket numberWorkarounds We’ve TriedIncluding the Jira Issue ID in the ticket description (not visible in the portal view) Adding notes with Jira details (also not surfaced in portal view) Attempted API automations to enrich ticket metadata (limited utility)Why It MattersThis enhancement would:Improve transparency for clients Reduce confusion caused by mismatched ticket identifiers Ensure Intercom ticketing can complement, rather than duplicate or obscure, existing Jira workflowsThanks for considering this. Happy to answer questions or provide additional context!— Adam

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    Forum|Forum|1 year ago
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    Adam GNew Participant

    Ability to Display Jira Issue ID in Intercom Ticketing PortalSubmitted

    Hi Intercom team and community,Our team relies on the Jira for Tickets integration to sync and manage issue tracking between Intercom and Jira. However, a key limitation we’ve run into is the inability to display the Jira Issue ID directly in the Intercom Ticketing Portal.The ChallengeWe use Intercom tickets primarily as a surface layer to expose the status of underlying Jira issues to our clients. Internally, Jira remains our system of record, and our clients are familiar with referencing Jira issue IDs. However, the Intercom Ticketing Portal currently:Displays only Intercom ticket numbers Does not allow customization of columns (e.g., to include a Jira Issue ID field)This disconnect causes confusion for clients and internal teams alike, as there’s no easy way to map an Intercom ticket to its corresponding Jira issue from the client’s view.What We NeedWe’re advocating for one (or more) of the following capabilities:Add Jira Issue ID as a visible column in the Intercom Ticketing Portal Allow customization of columns in the portal UI Support an External ID field (e.g., Jira Issue ID) that can optionally be shown in place of or alongside the Intercom ticket numberWorkarounds We’ve TriedIncluding the Jira Issue ID in the ticket description (not visible in the portal view) Adding notes with Jira details (also not surfaced in portal view) Attempted API automations to enrich ticket metadata (limited utility)Why It MattersThis enhancement would:Improve transparency for clients Reduce confusion caused by mismatched ticket identifiers Ensure Intercom ticketing can complement, rather than duplicate or obscure, existing Jira workflowsThanks for considering this. Happy to answer questions or provide additional context!— Adam

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    Forum|Forum|1 year ago
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    Eric ANew Participant

    Have FIN able to summarize accountsSubmitted

    When an account cancels, or before an Annual Business Review, we review recent interactions at the account level. Instead of clicking into each conversation and reading through it, it would be great if FIN could summarize. Similar to how it can summarize a single conversation, just applying similar logic to the account and summarizing the last 6 months of interactions, for example. This higher-level analysis would be very helpful and could make Intercom some extra money too.

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    Forum|Forum|1 year ago
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    LeahCelNew Participant

    Teammate assignment toolSubmitted

    Hi team, We often use teammate assignment on skilling and it would be better to have a filter for statuses, like example if wanna see just teammates on active status to check they’re current skill or inbox for a specific inbox

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    Forum|Forum|1 year ago
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    Dae-Ho ChungNew Participant

    After merging tickets, automatically translate the conversation summary in the workplace languageSubmitted

    At present, AI Summaries of a conversation after it is merged are generated based on the detected language of the conversation. If the conversation is in a language other than English, the summary will also be in that language. There is no automatic translation of summaries to English, so manual translation is required if your team needs it in English.We would want to update the behavior to generate it based on the default language for your workspace.

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    Forum|Forum|1 year ago
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    Josh with MyWorkChoiceNew Participant

    FIN Article Audience ViewSubmitted

    It would help if you could see the entire audience rule name by hovering over the audiences when setting an audience in articles.  

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    Forum|Forum|1 year ago
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    Vanessa_PNew Participant

    Ability to tag internal notesSubmitted

    Like we can with conversation replies, we would love to be able to tag internal notes. There are sometimes cases where we’d like to tag notes with a specific tag as a sort of reminder to ourselves to do a specific task or to be able to more easily add those tagged notes to the “Views” section. tag option on a replyno tag option on a note 

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    Forum|Forum|1 year ago
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    Luciano MarzoniNew Participant

    Add assigned workflow to conversation eventsSubmitted

    Right now there is no simple way to identify what workflows a conversation was included in.When conversations aren’t handled as expected, finding the conflictive workflow is more difficult than it needs to be.It would be helpful to see messages in the conversation events when a message is included in a workflow and when it is removed.

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    Forum|Forum|1 year ago
    Andrii Fedyk
    Andrii FedykActive User

    Add FIN replies to conversation webhooksReleased

    Currently, FIN or workflows replies are not emit webhook notifications. This is a blocker for 3th party integrations. More details can be found here  

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    Andrii Fedyk
    Forum|Forum|1 year ago

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