Product Wishlist | Community
Skip to main content

Your Guide to Joining the Beta Group & Navigating the Product Wishlist

Join the Beta Group 🎉 You can now join the Beta Group and get exclusive early access to product betas, share feedback and contribute to shaping the In...

    Idea Pipeline

    Filter by idea status

    Browse by category

    3486 Ideas

    Back to top of the list
    Tamás KovácsNew Participant

    Allow "Jira for Tickets" app to work with conversations, not just tickets.Submitted

    We are only using conversations in Intercom, not tickets. Currently, the “Jira for Tickets” app maintained by intercom does not support linking Jira tickets to Intercom conversations, only Intercom tickets. A message saying “ Jira for Tickets app only works within a context of a ticket.” is displayed. I see no reason for not being able to link conversations. I can’t switch to tickets and don’t want to create tracking tickets just for this purpose. We are trying to reduce the required administration overhead, not increase it. Thank you!

    0
    1 year ago
    NynkeNew Participant

    Translate outgoing messages with AI inbox translationSubmitted

    Right now, when AI inbox translation is activated, incoming messages are naturally translated to English (our main language), and outgoing messages are translated from English to the language of the customer, as it should!However, in case an agent replies in the language of the customer (so not in English), their message isn’t translated to English in the backend, making it hard to have this case potentially picked up by another agent later on since they will have to manually translate the outgoing message if they don’t speak the customers’ language.Here is an example:A German customer contacts us Their message is automatically translated to English due to the AI Inbox translation The case is assigned to a German agent The agent replies in German since this is their native language and they can better express themselves this way, and most likely produce a better German reply than having it translated The customer comes back a few days later and the case now gets assigned to an English agent The English agent is only able to read the incoming messages (which have been translated with AI Inbox Translation to English), but the outgoing messages remain in German as they were originally written in German The agent now has to manually translate all outgoing messages to get a full picture of the case and workflows become inefficientThe suggestion here is to ensure that when AI Inbox translation is enabled, any outgoing messages that match the language of the customer are translated to English in the backend, and agents can switch between the original and translated view just like with the incoming messages.

    0
    1 year ago
    TatianaNew Participant

    Formality of AI Inbox TranslationsSubmitted

    Add the possibility to set the formality (pronouns, conjugation, etc.) of the AI Inbox Translations. Otherwise the feature is unusable in languages like German or Spanish, because it mixes up the formalities and/or uses a formality which doesn’t make sense. So in German for example I should be able to select a German (formal) and a German (informal) for translations.I assume that this is something which many Intercom users will need. For us it’s high urgency.

    0
    1 year ago
    Nurit
    Innovator ✨
    NuritInnovator ✨

    Add email/ Slack alerts for failed data connector actionsSubmitted

    Automatically receiving alerts for failed API calls would save time and eliminate the need for manual log checks.

    0
    Nurit
    Innovator ✨
    1 year ago
    Billy DigginNew Participant

    Calendar Link in Email SignatureSubmitted

    Team members can setup a calendar link on our individual profiles - however we cannot use those links in the email signature templates. Seems like a useful addition to the product - any plans for this?

    0
    1 year ago
    AmberK11New Participant

    Include humanised back-chanelling or minimal responses for FIN voiceSubmitted

    One of the keys points with conversational support is the use of minimal responses such as “mmhmmmm” or “yep” whilst actively listening, these are verbal and nonverbal cues that show the listener is engaged and actively following the speaker's message. They indicate that the listener is paying attention and encourage the speaker to continue their turn. It would add huge value and trust to our customers if this were possible 

    0
    1 year ago
    Guillaume RieuNew Participant

    Ability to identify and rank top users based on conversation volumeSubmitted

    Hi ! We’d love to have native functionality that allows us to identify and rank our top users based on the number of conversations they’ve had with our support team over a given time period (weekly, monthly, quarterly, custom range).This would help us: Spot high-contact users and accounts who may need proactive support, onboarding, or tailored success initiatives. Identify potential product issues or blockers that generate repeated contact. Cross-reference with CSAT and resolution time to monitor satisfaction vs. workload. Refine our segmentation strategies and support prioritization efforts. Feature expectations: Sortable and exportable list of users (or accounts) by number of conversations. Filter by time range, inbox, team, tag, conversation status. Ability to view trends (e.g., rising volume) per user over time. Possibility to group by company/account (ideal for B2B). Let me know if this is something already on your roadmap — we believe it could be a game-changer for CX and Support Ops teams trying to be more data-driven!Best,

    0
    1 year ago
    George.USNew Participant

    Include teammate aliases as part of the CSV Export in the Teammates tabSubmitted

    Right now the CSV export in the teammates tab within Workspace only includes name, email, seats, role, last active, 2fa and teammate URL, it would be nice if you guys can add aliases there too

    0
    1 year ago
    Daniela MartinsNew Participant

    Tracking Changes in the WorkspaceSubmitted

    It would be extremely helpful to have better change tracking across the workspace. For instance, if I add a new conversation attribute, I’d like to see that it was added by me, and when. Right now, with multiple people editing things, it becomes chaotic — especially when we don’t know who made a change or when it happened.

    0
    1 year ago
    Sunita JakharNew Participant

    Feature Request: Translation Feature Improvement – Preview Before Send & Multilingual Reply Support for AgentsSubmitted

    Feature Request: Translation Feature Improvement – Preview Before Send & Multilingual Reply Support for Agents Description:We’d like to request enhancements to Intercom’s automatic translation feature to improve the agent experience and reduce translation-related issues when handling non-English conversations.Current Limitation: Agents cannot preview how their English response will be translated into the client’s language before sending it. Agents who are fluent in the client’s language (e.g., Dutch, French, Portuguese, Norwegian etc) are forced to reply in English, as direct replies in the client’s language are either discouraged or overwritten by the translation tool. This limits flexibility and increases the risk of tone or meaning being lost in translation. Proposed Enhancements: Translation Preview Before Sending: Allow agents to see a real-time preview of how their message will be translated before clicking “Send.” Multilingual Reply Option: Provide an option for agents to respond directly in the client’s language without triggering auto-translation — ideal for agents with the appropriate language skills. These improvements would give multilingual agents more control, reduce translation errors, and improve the overall quality and tone of client communication.Business Impact: Reduces risk of miscommunication in client interactions. Increases confidence among multilingual agents. Improves customer experience, especially in regulated or sensitive communication. Please let us know if this is feasible and whether it's already on the roadmap.

    0
    1 year ago
    George.USNew Participant

    Purge Previously Selected AI Categories when Users Select "Start Over"Submitted

    It would be nice to have the system purge any previously selected AI Categories when the users select “Start over” in their conversation flow, currently, any AI Categories will remain in the conversation attributes until they are replaced with another AI Category, but if users drop before the new AI Category kicks in, the system will keep the old AI Category

    0
    1 year ago
    Ors SzolosiNew Participant

    Sales Rep Configuration for Pipedrive AppSubmitted

    When deals are created through Intercom, the assignee of the activity in Pipedrive will always be the person who originally installed the Pipedrive app in your workspace. This issue could be resolved if there were an option to configure sales reps within the Pipedrive app, allowing you to select the appropriate sales rep to assign the deal to when it's created.

    0
    1 year ago
    Adrien PetelNew Participant

    Multiple valid access token for an app within a workspaceSubmitted

    Hi,  It would be really useful to be able to have at least two valid access token at the same time for an app in a workspace. This would make rotating access token way easier, because we could:add a new access token update our app with to use the new access token delete the no longer used access tokenCurrently this is not possible, so to rotate an access token we have to:regenerate the access token, but this make the previous one invalid so our app can no longer send event to intercom quickly update our app to use the new access token, but as it can take some time there will be data loss in the meantime

    0
    1 year ago
    KelseaNew Participant

    Update email recipientsSubmitted

    It would be helpful if Intercom automatically updated the email recipients to reflect the most recent recipients included in the customer's reply.Currently, if a customer removes someone from the email thread, Intercom still includes the original recipients when we go to respond. This can lead to us unintentionally re-adding someone who was removed, which can reflect poorly on us and potentially create privacy concerns.

    0
    1 year ago
    User826New Participant

    ability to change mobile notification sound or change to one that is not so popularSubmitted

    ability to change mobile notification sound or change to one that is not so popularDifferentiation – Helps distinguish between different apps or types of alerts (e.g., work vs. personal Avoiding confusion – If multiple people in the same space have the same default notification, it reduces mix-ups. Situational awareness – A custom tone can signal urgency without needing to check the phone immediately. User control – Having the option improves overall satisfaction with the app and reduces notification fatigue.  

    0
    1 year ago
    Robert L12New Participant

    Has anyone figured out how to use Wrap Text w/ Images?Submitted

    I cannot for the life of me figure out how to get more than 1 line aligned with the wrap text option for images.  

    7
    Noam Ben Harush Shani
    1 year ago
    Joanna MooreNew Participant

    Conversation Topics for TicketsSubmitted

    Conversation topics is a really handy feature allowing us to set it up on an adhoc basis a review conversations that relate to the topic. I also love the fact that is bring the histoy as well, which makes it perfect for the scenario of an adhoc reporting request where we may have not already been collecting data on it and can set this up qucikly without a lot of manual effort. However, I’ve noticed that it is not applied to Tickets, the topic is only at the conversation level. So it would be great to be able to create reports for conversation topics and utilize it for both conversations and tickets. 

    0
    1 year ago
    Aleksandra WojcikNew Participant

    More Control Over Inactivity Timer and "Was That Helpful?" MessageSubmitted

    Hi everyone! We were recently reviewing our Intercom workflows with Fin and noticed a couple of things that could improve the overall experience, both for our users and our support team. So here I am with some feature requests :) Make the 4-minute inactivity timer adjustable – In many cases, 4 minutes isn’t enough for users to check proposed solutions. It can make them feel rushed or like we’re trying to close the conversation too quickly. Having control over this timer would help us better match the user’s workflow. Customize the “Was that helpful?” message (timing + copy) – Sometimes this question appears after every reply, which feels robotic and breaks the flow (and doesn’t help the conversation with the bot feel “more human”). We’d love to control how often it shows up and adjust the message to better fit our tone and conversation style.

    0
    1 year ago
    DebraNew Participant

    Aggregated Customer Experience (CX) rating explanationsSubmitted

    Would love to see an aggregated AI summary of the CX score that gives rationale for what changed over time, or for any given timeframe. Right now when you drill into the CX chart, there’s an explanation for the CX rating for each conversation, but going over each conversation one-by-one is very cumbersome & won’t easily show the reason for a peak/dip. The new topics explorer is a start, as you do see how the CX score changes per topic over time, but it still doesn’t explain why the experience changed. To understand this, you still need to read each conversation one-by-one. An aggregated summary of the CX rating explanations (overall and/or broken down by topic) would be a great addition to these features.As a workaround for now, I exported the drill-in CX score report and asked ChatGPT to summarize the week-by-week explanations and help us to understand what’s changing over time.   

    6
    1 year ago
    Alissa BazsaliNew Participant

    SMS notifications when a teammate responds to a messageSubmitted

    We’d love for our contacts to be able to get SMS notifications when a teammate responds to their message in the Messenger. Currently it’s only possible to do these notifications via email, but many of our contacts don’t really use email or don’t want to provide their email address (we are a little unique because we only have leads, no users). There is a simple automation that can trigger SMS notification, but all our interactions are governed by workflows, so we can’t use simple automations. Privacy considerations prevent us from having actual conversations over SMS, so having SMS notifications that point to the Messenger conversation would be ideal, allowing us to reach people who prefer SMS while maintaining privacy.

    0
    1 year ago
    Omayra RoigNew Participant

    Enable security copy for ArticlesSubmitted

    Enable some form of security copy for Articles (or Help Center) without API

    0
    1 year ago
    Marcin KuliśNew Participant

    List in type filter in Tickets PortalSubmitted

    Currently in the tickets portal, in the ‘Type’ filter, the customer can see the names of all ticket types from our workspace. We have created a number of types for our processes, the name of which depends, among other things, on the TIER level of our clients or is specific to the tasks of a particular client.For obvious reasons, we would like to avoid a situation where different customers see all the names. On top of that, there are test names that should never see the light of day ;) The issue also applies to those type names that have already been deleted/archived. I am able to imagine a case in which one can speak here of a breach of confidentiality in customer relations.In summary - only those type names that have been used for a given company name should appear in the filter in the tickets portal.

    0
    1 year ago
    Timothy Noel HoNew Participant

    Set Automatic Away for individual teamsSubmitted

    While the automatic away feature is great, it applies to the entire workspace teams. Rationale for this. We have team functions that is not important to have this automatic away. Having the ability to assign teams to have automatic away would help in our workflow. 

    0
    1 year ago
    Pooja DahiyaNew Participant

    Don't share data between root domain and subdomainSubmitted

    Is there a way to stop sharing data between domains.For example, we want to show workflows to visitors/leads on our public facing site. However, when someone visits our public facing site (www.example.com) as a visitor, they’ll see a workflow targeted for that domain.Then if they click on LOG IN button and logs into the customer portal on subdomain (subdomain.example.com) then they’d continue seeing the workflow chatbot popup in customer portal too.Though we don’t want the customers to see the workflow that was specifically targeted for the public facing site.This frustrates the customers as they just want to go about their business with using the product.I have seen so many people in community forum facing the same issue but still no solution in sight. Even the Intercom (shutdown) is also not expected solution here.

    0
    1 year ago
    Innovator ✨
    Gerald PradoInnovator ✨

    Ability to select what Channel when testing new guidance and workflows with FinSubmitted

    Currently when testing new guidance with Fin we can only test how it will react in web chat. In the Preview/Test environment we’re unable to select which incoming channel the communication would be coming through. More specifically we would like to test SMS interactions to tailor the guidance for how customers will engage with Fin over SMS while keeping in mind things like character limits, linking references, surveying, and timing delays for large messages.   Currently the only settings are for changing the user type, brands, and language. 

    0
    Innovator ✨
    1 year ago
    Show more activity

    Browse by category

    • Product Areas & Popular Topics
    • Core Inbox
    • Data
    • Fin & AI
    • Integrations, API & Custom Actions
    • Intercom Community
    • Knowledge & Help Center
    • Messenger
    • Mobile Conversations App
    • Omnichannel (Whatsapp, Facebook, Instagram, X, Switch)
    • Phone
    • Proactive Support
    • Reporting
    • Security & Compliance
    • Third-party Apps & Plugins
    • Tickets
    • Workflows
    • Workload Management (Conversation Assignment)
    • Expert VOC
    Terms & ConditionsAccessibility statement