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    3164 Ideas

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    Ashleigh ByrneNew Participant

    Quick Filters for InboxSubmitted

    Add a quick filter at the top of each inbox type to search only within the conversation list you’re currently in, instead of doing a global search.Example as pictured below: 

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    Forum|Forum|1 year ago
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    Ashleigh ByrneNew Participant

    Symbol or Draft on Conversation List for Messages in ProgressSubmitted

    Symbol for Drafts on Conversation List for Messages in Progress* I often start a conversation response that I need to get back to later, but then it gets lost within the list of tickets. It would be great if there was a way to see which conversations currently have a draft saved by something like a little red dot in the top right corner of the card in the inbox list similar to the below picture: 

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    Forum|Forum|1 year ago
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    Lindsey DonnerNew Participant

    Ability to email full conversation transcriptsSubmitted

    We regularly review chat and email conversations for quality control. Our preferred way to do that (as former Zendesk customers) is to have transcripts sent to relevant leaders in the company to read, review and, if feedback is warranted, flag to our support team.The current export option only allows me to get a daily CSV that would require clicking through every conversation to find issues/read content. 

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    Forum|Forum|1 year ago
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    Innovator ✨
    sharleenInnovator ✨

    I would like to be able to add condition based content within articles.Submitted

    I would like to be able to add condition based content within articles.For example, I would like to be able to offer one article that applies to all my users. and then, have an additional section in the article that only shows if specific people data conditions are met, and other sections for other people data conditions.today, the only way to do this is to have separate versions of the article for each population. this creates a lot of duplication and is difficult to manage because when we attempt to insert articles or do reporting, article IDs are NEVER available and the only way to tell them apart would be to give each version of the article a different name (not good).Also, please come up with a way for us to export reports of which users are viewing each article!  

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    Forum|Forum|1 year ago
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    Vanessa_PNew Participant

    Turn off sender's name in conversation previewSubmitted

    On 4/15/25, there was an update that added the sender’s name to the beginning of the preview message in the inbox. I would love the option to toggle this feature on or off. Since we do not have an option to turn off read receipts, we often use the preview message to determine if we want to open a conversation at the moment or wait until later, depending on how busy we are, as we're a very small team. With this new update, that takes up real estate so that we're not able to see much of a preview, limiting our ability to know what we're clicking into.

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    Forum|Forum|1 year ago
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    Logan SilverNew Participant

    Ability to change camera source in video callsSubmitted

    As a support agent using Intercom video calls on a Macbook, it would be nice to be able to use an external camera. Currently, Intercom uses the “default camera” but Mac doesn’t have a “default camera” setting. 

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    Forum|Forum|1 year ago
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    Tom WebsterNew Participant

    Enable First Name and Last Name as selectable columns in User Management, to allow for mapping of First Name and Last Name to external apps.Submitted

    Intercom already has the Full name of users, and as per this article, is capable of splitting out first name and last name in outbound messaging. Morever, when you export users as a CSV, Intercom by default includes separate columns for First Name and Last Name. However, this is not possible within Intercom itself. There should be a way to select First Name and Last Name as columns (since clearly Intercom has those stored somewhere anyway), which would also allows for easy mapping of those fields to 3rd party systems. In my case, I want to sync Intercom users with a referral system. It makes more sense to only map users’ first names to the referral system, however it is only capable of doing full names, which is a bit weird in this use case.  There is another workaround which is the custom attribute and API method however this seems superfluous given Intercom already has first and last name stored, and also more work than necessary. 

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    Forum|Forum|1 year ago
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    CássioNew Participant

    Favorite/pin chosen tagsSubmitted

    Hello! This might be an edge-case, but it’d be beneficial to be able to ‘pin’ tags that we use more often, so, when using CMD/CTRL + T those would be the first options to be clicked, or also selected when typing characters that would match the name of the tag. Pain point: when using similar tags often in tickets, the process can be time consuming when not knowing which tag will be applied until reading the customer’s response. Idea: ability to somewhat have favorite tags that would either by automatically acknowledged by use, or pinned by the agent. Thanks!

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    Forum|Forum|1 year ago
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    ReneePActive User

    Turn off Read ReceiptsSubmitted

    Please allow the option to turn off read receipts for users. We are a small team and triage tickets by skimming them and attacking the most urgent first, but the less-urgent messages can see that we've read the message and then that customer gets impatient and upset that we haven't assisted them yet. 

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    Forum|Forum|1 year ago
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    ReneePActive User

    Improve workflow analytics to see which options users selectSubmitted

    Within a workflow, users will select certain options. This data is recorded but incredibly difficult to find and analyze. Please add workflow use to the reports.

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    Forum|Forum|1 year ago
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    Leydi CuartasNew Participant

    Download conversation content in bulk via the APISubmitted

    Download conversation content in bulk via the API

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    Forum|Forum|1 year ago
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    Magdalena MuhrNew Participant

    Enable IPv6Submitted

    Can you please enable IPv6 on widget.intercom.io and other associated domains?

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    Forum|Forum|1 year ago
    Trevor
    Innovator ✨
    TrevorInnovator ✨

    Article AI Search/Ask built on Help Center pageSubmitted

    It would be killer if our Help Center had an “Ask AI” option built into the help center search. And a customer could type in a question, and get results with links to the articles, or internal information used as well to answer the question. Then the customer could provide feedback on if it was a helpful answer or not. It would help us immensely, for people that go to Help Center first, and then the messenger, to be able to surface the power of Fin AI agent, but just as a search tool in the Help Center. 

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    Daniel Rönnberg
    Forum|Forum|1 year ago
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    WilliamVNew Participant

    Multilingual Workflows - Glossary ListSubmitted

    Hey team 🙂I’m starting using the Multilingual workflows, and I’m quite happy with such features that will allow us to save a lot of time maintaining one complex workflow per language. I’m wondering if you plan to leave the option to keep specific words “not translated” ?  If I take the word “Challenge” as an example (one our of product feature in our app), we would like to display “Challenge” for all locations, and avoid this word to be translated.Idea : It would be ideal if we could include a “tag” in the words we don’t want to be translated. For example, in the default version, writing {Challenge} in the workflow would keep the word as it is.  I’m wondering as well if you have a list of supported languages available somewhere ? Best,

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    Paul D
    Forum|Forum|1 year ago
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    Thomas N11New Participant

    Telegram integration by IntercomSubmitted

    Currently, Intercom users rely on third-party integrations to connect Telegram to their inbox. While these solutions offer functionality, they introduce potential security and privacy risks by requiring users to share sensitive customer data with external vendors. Many businesses, especially those handling sensitive information (e.g., healthcare, finance), are understandably hesitant to adopt such solutions.I’m adding native Telegram integration built and maintained by Intercom into the wishlist. 

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    Forum|Forum|1 year ago
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    Somansh AgrawalNew Participant

    Ability to customize the hover color across knowledge centreSubmitted

    Customize the hover colour in Intercom help centre.Currently it pulls from the logo color, however, good to customize it since yellow etc in brand colours make the hover state inaccessible.  

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    Forum|Forum|1 year ago
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    Ruby GardnerNew Participant

    Add a Call option to users pageSubmitted

    Add a Call option to a Users page similar to how you can start a new Conversation from that page.We have a sales team that pulls a list of customers to call from our backend system, and our API connects the customer on the backend to the customers user page on intercom so we can review conversations and then contact them. But because there is no ‘Call’ option on that page, they end up having to manually type out the number in the New > Phone call option. They do 200-300 calls a day, so this becomes pretty tedious. It would be a handy feature to have   

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    Forum|Forum|1 year ago
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    DesislavaNew Participant

    Support bulk actions for Intercom Articles and URLsSubmitted

    Can we have the find and replace bulk action implemented for the help desk articles + search and find & replace for URLs? 

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    Michael Stephenson
    Forum|Forum|1 year ago
    Aleksei O
    Super User ✨
    Aleksei OSuper User

    Ability to use picklist for countries (and other fields) when building audience for Fin content or outbound messagesSubmitted

    At the moment, creating the audience with multiple values for one field (for example, for 100 countries) is extremely lengthy process, where every country needs to be added by following these steps:  Click + Type Country  Click on Country Type country name Click Done… Repeated 100 times it becomes an extremely frustrating process 😂 I had to create 4 different audiences for outbound comms and now also for Fin content, so hopefully at some point, there will be picklists or other quicker ways to select multiple items in the list.

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    Forum|Forum|1 year ago
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    AI-AgentNew Participant

    Outbound Message from FINSubmitted

    We want a way to inform our users chat is available and they can interact with it but we are only using fin and not live agents. Outbound messages can only be sent from fin but we need a mechanism to inform our users fin is available if they need help.  

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    Forum|Forum|1 year ago
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    AI-AgentNew Participant

    Knowledge Needs to be able to interpret imagesSubmitted

    Our customers are asking questions that are answered by diagrams within our knowledge. However, it seems FIN only can interpret images provided by users in the chat session. Adding the ability to use images in knowledge would be a crazy game changing multiplier for us.  Here’s the answer I got back from FIN when asking…Fin can interpret images uploaded by users during conversations, but not images you upload as knowledge, due to how Fin Vision is designed. Fin Vision is specifically built to analyze images sent by customers in chats or emails, helping to diagnose issues faster and understand visual content like error messages or screenshots.On the other hand, Fin doesn't analyze images within your support content, such as those embedded in articles or documents you upload as knowledge sources. It only processes images actively sent by customers during conversations. This limitation ensures that Fin focuses on real-time customer interactions rather than static content in your knowledge base.

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    Forum|Forum|1 year ago
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    Nick DeCarloNew Participant

    Add Separate (or customizable) Notification sounds for chat/phoneSubmitted

    My team is having trouble meeting SLA targets as they use both phone and chat. it would be great to have a different notification sound that alerts them when chats are assigned to them, as they are working on multiple monitors, and its easy for them to miss it while they are working. Browser notifications are too broad, and it would be great to have something native in Intercom to make it easier for them.

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    Forum|Forum|1 year ago
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    SowjenyaActive User

    Need an option to export reports on articlesSubmitted

    Right now there is no way to export reports on articles. Need an option to download, share, and export the report. This is important to understand how the articles are performing. I don’t have to use APIs every time.

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

    Special notice APISubmitted

    Hey everyone, during service downtimes where the team isn’t necessarily available (during night, for example), I’d love to be able to turn on a special notice, especially pulling in content for it, especially from 3rd party services. For example - PayPal had an outage last night and we weren’t available to recognize or put a notice on that. Maybe even giving FIN a ping that can update his answers to reflect that btw? 🤔

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    Noam Ben Harush Shani
    Forum|Forum|1 year ago
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    Omayra RoigNew Participant

    Feature ON/OFF to send the conversation transcript automatically after a live-chat conversation endsSubmitted

    At this time, ​Intercom does not have a built-in feature to automatically send chat transcripts once a conversation is closed. It takes too much time for agents to download and send the transcript to users. In some businesses we need users to keep records of all comms between company<>users. 

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    Forum|Forum|1 year ago

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