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19 days ago

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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.

Dustin CNew Participant

Tracking of Pull Conversations & Balanced ticket assignmentsSubmitted

We recently started using Pull Conversations to help reduce cherry-picking and create a fairer workload across our support team. It’s still early days, but we’re already seeing some positive effects, our inbox feels more manageable, and the team is more focused.That said, one big gap we’ve noticed is the lack of visibility into how teammates are actually using Pull. For example, we can’t tell who’s clicking “Pull Conversation” versus who might still be going into the inbox manually and picking off easier tickets. There’s no data point or reporting on how a conversation was assigned - whether it was through Pull, manual selection, or something like Round Robin.Because of this, we had to take some pretty aggressive steps just to drive the behaviour change we wanted. We removed the general inbox from view and locked down the ability to change views altogether. It worked, but it felt heavy-handed. We’d much rather guide behaviour with data instead of restrictions.What we really need is better tracking of teammate behaviour around conversation assignments. Just something simple like:• “Was this conversation assigned via Pull?”• Who’s using Pull regularly• How are Auto Assignment features like Balanced or Round Robin actually being usedThis kind of visibility would help us understand if these features are working as intended and where we might need to coach or adjust our processes. Without it, we’re kind of flying blind.Would love to hear if others have found workarounds or if this is on Intercom’s radar already.

AmberK11New Participant

Snippet usage figuresSubmitted

Is it possible to include usage figures to Snippets, similarly to how Custom Answers does? This would be useful to highlight which are proving successful and low value to assist with maintenance.

aurora.ganNew Participant

Ability to detect diacritical marks and special characters of other languages when filteringSubmitted

I want to suggest an improvement idea. As an agent when searching for all tickets and conversation related to a particular company,1. I am unable to scroll through the list of company available2. I am unable to see diacritical marks or special characters such as Greek or Spanish.This is really inefficient.

Emma MacKinnonNew Participant

Feature Request: Track Usage of Home tabSubmitted

I would like to request a way to track the usage of customizable features on the Messenger's Home tab.For example, if I add an external link, I want to see how many users click that link.

David WhaleyNew Participant

Snippet PermissionsSubmitted

I would like to suggest the Knowledge Permissions include snippet permissions. It would be great if it could follow the same structure as Help Center Articles. I don’t want to give a user access to manage all content, I want them to be restricted to snippets only. With the current permission structure this is not possible.

JHarloweConnector

Rich text formatting in custom data attributeSubmitted

The idea here is to add some rich text formatting options to the “text” CDA option. There is currently single and multiline options however those do not allow for any formatting other that line breaks it seems.Our teammates use a CDA to surface most recent troubleshooting steps so that anyone who looks at the conversation / ticket can see that quickly in the attributes side bar vs scrolling through the full feed in the conversation / ticket

Cassie AlterNew Participant

30 second delay on email sendsSubmitted

In Gmail, I am able to turn on a setting where I can click “undo” on my emails up to like 30 seconds after I send them. This means that when I click send and then “whoops, I forgot to mention this other thing” or “oh no, there’s a typo”, I can click undo, make the change, and then send it again. I use this literally all the time in gmail and I would like there to be a similar feature in Intercom.

JHarloweConnector

Company Data / CDAs available in table layoutSubmitted

Currently the table layout in the Inbox does not allow for company attributes or at least some CDAs that are created as attributes on the company.Being able to have those company attributes available as addable columns that could be sorted or filtered on would be helpful for teammates who use the table view for conversation / ticket searches especially for teammates who work in B2B focused environments as company data is important.

JHarloweConnector

Call decline reason modalSubmitted

It would be great if we could add in a modal box that comes up once a call is declined that allows an agent to provide a reason for a declined call. This would give leadership immediate insight into why calls are being declined, and potentially help to track patterns in missed calls.

JHarloweConnector

Text box in the apps side bar that can be used for sharepoint type linksSubmitted

To make finding Sharepoint files easier, we are requesting to add a text box to the attributes side bar. This would help save time in looking through conversation feed notes to find fileshare links.With the current attachment limit, larger log and sysdiagnose files are not able to be attached to tickets, leaving file share the main go to option.

Eric AllardNew Participant

Webhook for Articles eventsSubmitted

Currently, webhooks for Help Center articles (such as article state changes, publishing, or new content creation) are not available in the Intercom platform.It would be helpful to add webhook support for Help Center article events, so that external systems can automatically react to changes in Help Center content and keep data synchronized.Specifically, webhooks for the following events would be valuable: Article created Article updated Article published/unpublished Article deleted This feature would enable developers to build more automated and reliable integrations that depend on up-to-date Help Center content, improving workflows and reducing manual effort.Is this functionality on the roadmap, or could it be considered in the future?

Michael StephensonNew Participant

Add a Update Subscription Preferences Tag That Doesn’t Trigger Immediate UnsubscribeSubmitted

Currently, the {{unsubscribe_url}} tag in emails opens the unsubscribe page which is connected to your subscriptions. However, as soon as the page loads, the user is automatically unsubscribed from the specific subscription associated with that email, before they take any action. I understand the reason for this behavior to remain compliant with regulations. In addition to this tag, I’d like to see a new dynamic tag, such as {{update_preferences_url}}, that takes users to the same subscription preferences page without auto-unsubscribing them upon page load. This would allow me to: Provide both an “Unsubscribe” and an “Update Preferences” option in email footers Reduce accidental unsubscribes from users who intended to adjust, not cancel, their preferences Give users more clarity and control over their communication choices While users can re-subscribe on the page, the immediate unsubscribe is not an ideal user experience, especially if we are using the “update your preferences” text and tied to the unsubscribe tag.

Redo SuccessNew Participant

Branch before Welcome Message in WorkflowsSubmitted

Ability to branch before the welcome message so you can have multiple different welcome messages per workflow

Niall MageeNew Participant

Survey Results in API or webhooksSubmitted

Hi, we need to be able to pull survey results, specifically for NPS scores, into our BI tools such as Hevo or Fivetran, at the moment there is no way to get the history of who scored what when through these tools because you do not make them available through the API and I cannot build it myself as it is not included in webhooks. Thanks

JHarloweConnector

Ability to add notes while creating a back office ticket.Submitted

Currently, when creating a Back Office ticket you have to submit the ticket and THEN go back in to add your notes.It would be very beneficial to have the note entry box exposed and usable to include whatever you're requesting at that time to go along with the initial creation

JHarloweConnector

Ability to add CDAs in the same box / area as "Assignee and Team Inbox"Submitted

In the top right of the details column there is the area that has Assignee and Team Inbox.We are suggesting the idea of being able to add one or two more fields there that could be custom or a CDA. This would allow support teams to surface important routing (regions), company, or customer data that is helpful when a teammate is looking at a conversation or ticket.Combing through the apps can get time consuming which can delay / distract teammates from getting back to the customer quickly.

Kamil BorowskiConnector

Remove 'Dashboard' from the SidebarSubmitted

A bit silly that I can’t remove the Dashboard from the Sidebar when I don’t have access to that feature (No, I do not want that feature)

Frederik HofvanderConnector

Customers being able to name their conversationsSubmitted

Hi!We had a customer bringing up a good idea. It was for our customers being able to name the conversations they have had, so when they look through old conversations for a topic they have asked about before. So they can easily find it :)

Julieta AlonsoNew Participant

Metrics for URL/link clicks in Messages within WorkflowsSubmitted

We would like to see how many persons clicked on a link in a message content in 1 of our workflows. At the time we just know the clients that dropped down or went back to the main menu. Thanks!

Omayra RoigNew Participant

When Fin AI resolves a conversation have the option to assign it to an inboxSubmitted

Current problem: As of now, when Fin resolves a conversation it’s not possible to assign it to a corresponding team (team based on language, product, etc.) This affect reporting and also it’s harder to navigate when ALL Fin conversations are “unassigned”. Solution: Using workflows, enable that after Fin resolves a conversation it’s possible to automatically assign it to the corresponding team.

Aaron NicholsNew Participant

Custom Font Upload Support for Mobile CarouselsSubmitted

I would like the ability to use our own brand fonts in the Mobile Carousels in order to maintain brand consistency across all customer touch points.

Paige MulliganNew Participant

Make Article Edit Panel View (Full Page/Panel) ConfigurableSubmitted

I noticed today that the view when making or editing an article is now a panel over the Knowledge page or Help Center, instead of taking up the entire page like before. I strongly dislike this, and find seeing other parts of the page and the content being off center screen to be very distracting. Can this be an optional configuration?

Chris AnnicellaConnector

Suggested articles based on URL Context Sensitive contentSubmitted

The problem: The Suggested Articles widget in Messenger shows AI-generated suggestions, but they're often not relevant to the specific page the user is currently viewing. There's no way to target suggested articles by URL — we can't assign specific Help Center articles to specific pages of our app. Users on a specialized screen get generic suggestions, give up on self-service, and open a conversation instead.Example: A user is on our Special Orders dashboard (www.ourapp.com/specialorders). We have a Help Center article written specifically for that feature — but we can't make it appear there. Meanwhile the AI surfaces loosely related articles that don't answer the question the user almost certainly has on that page.The request: Let us assign Help Center articles to specific URLs and URL patterns, with wildcard support for dynamic segments — e.g., /account/*/settings should match every user's account settings page regardless of the ID in the URL.Intercom already supports current-page URL targeting for outbound messages, tours, and checklists — this request is essentially extending that same, proven targeting capability to Suggested Articles.Supporting details:1. Priority: Manually assigned articles should appear above AI-generated suggestions, so curated content always leads.2. Hygiene: If an assigned article is archived or deleted, it should automatically drop off the suggestion list — no broken or stale links.3. Reporting: Click/engagement data on assigned articles, so we can see which page-level suggestions actually deflect conversations and optimize accordingly.The payoff: more relevant self-service at the exact moment of need, fewer unnecessary conversations reaching the team, and better use of the Help Center content we've already written. This would also strengthen Fin — knowing which articles are most relevant to the page a user is on gives Fin better context to resolve questions on the spot, improving resolution rates for everyone. Thanks for considering!

Mike WrightNew Participant

Everything Should be TicketsSubmitted

Everything should be a ticket.Conversations should be tickets.Calls should be tickets.I’ve never seen a platform in which there is a type of support request (a term I’ve been forced to coin) other than TICKET, and it makes no sense. It doesn’t help us organize anything any better, it makes configuration exponentially more complicated, and it makes reporting it’s own little nightmare.I see absolutely no benefit to having these extra categories of what I’ve been forced to call support requests (because if I call them ‘tickets,’ then I’m excluding conversations & calls).Lose the distinction between tickets, conversations, and calls (make ‘call’ & ‘chat’ attributes of tickets, not objects that are separate from tickets).Call everything a ticket.

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