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    3164 Ideas

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    Duygu DemirNew Participant

    Fin AI Rules for unattended Conversations in WorkflowsSubmitted

    Hi , Currently in your workflow settings for FIN AI I can not place any type of  rule IF the customer leaves the conversation without selecting between 2 options.We would like to have some type of rule setup for the cases the customer leaves the conversation X amount time that the conversation is marked with a specific tag we have set up so that we can follow that one up easily.The system shows and groups the conversations that were left unattended by the customer but were solved by our admin team by answering/double checking in the list of resolved inbox, which is not %100 correct.See below example, the customer did not respond to any of the 2 options, our teammate has solved the case by chasing the customer and the system marked it as resolved by FIN AI?? Totally incorrect.Auto closing options:In addition to this, you do not have split way of defining time for closing the chats for each case and everything is grouped under 1 specific set of time.What if we want to set 2 minutes for 1 and 2 days for the other options in the selections? Its useless in this case.Also the option called “if fin has answered the question” does not necessarily mean Fin has solved the question.So this rule is applying also the ones where the customer is still waiting fotr an answer, therefore it also has no use for us. So we need an extra option where we can select “if the customer has marked is as That helped my Question” 

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    Forum|Forum|1 year ago
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    Duygu DemirNew Participant

    Search functionality on chatsSubmitted

    When using the chat facility there is no identifiable subject between all of the messages and no search facility. This make it very difficult  for our customers to find past support information and check the current progress of those outstanding or needing a follow up.We ideally want the customers to be able to search key words on the past conversations under messages section:  

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    Forum|Forum|1 year ago
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    Ana ČobanovNew Participant

    Automatic translation of title and description of ticket conversationSubmitted

    I would like to have an option to be able to have an automatic translation of the ticket conversation description and title submitted by the customer, same as now is possible for direct messages.  

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    Forum|Forum|1 year ago
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    Annika VurmaNew Participant

    Forwarding emails through WorkflowsSubmitted

    It would be extremely useful if we can auto forward emails through Workflows to our teams specific email addresses.

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    Forum|Forum|1 year ago
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    Djeimila Cabral-MichelNew Participant

    Ability to set titles when "Apply rules" are used in workflows (as for the Branches titles)Submitted

    In workflows, it would be great to have the ability to add titles to the rules, in order to distinguish them easily when we have several rules applied. It is possible to add titles for branches, it would be great to also have this possibility for the “Apply rules” step. 

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    Forum|Forum|1 year ago
    Christian S12
    Christian S12Connector

    Fallback Value for Custom Actions with Null AttributesSubmitted

    Currently, in custom actions within the Intercom workflow, if an attribute contains a null or missing value, it causes the custom action to fail.  I’d like to request the addition of a fallback value option for custom actions similar to how there are failback options for outbound messaging. This would allow us to set default or empty values (e.g., an empty string or "Null") for missing or null attributes, ensuring that the custom action can continue running smoothly even if some attributes are missing. Proposed Solution: Allow custom actions to be configured with fallback values for missing or null attributes, similar to how fallback messaging works with outbound messaging. For example, if the “Partner” attribute is missing, we could set a fallback value like an empty string or "Null" to prevent errors and keep the custom action running.

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    Christian S12
    Forum|Forum|1 year ago
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    Luke CaporaleNew Participant

    More Ticket Workflow TriggersSubmitted

    Make all of the triggers available for ‘Conversations’ available for ‘Tickets’.

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    Forum|Forum|1 year ago
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    wearefinalyticsNew Participant

    Permanently delete conversationsSubmitted

    Allowing admin users to individually and/or bulk delete conversations would be a very helpful feature. The workaround to flag conversations, use the REST API, set up an automated workflow, and exclude them from reports is not a user-friendly solution. Please roll this feature out across all plans as it’s a key functionality for managing customer support. Making it restricted to admin users, or a feature admin users can assign to specific teammates or roles helps maintain the integrity of customer engagements, while removing spam and redundant replies from customer support metrics as needed.

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    Forum|Forum|1 year ago
    Christian S12
    Christian S12Connector

    Allow Fin to create a title and description for tickets in workflowsSubmitted

    It is not currently possible to auto-fill the title and description when a ticket is opened through the workflow, rather than doing it manually. Adding this capability would be helpful to cut down on human need to manually input the info. Of course, it would be great to still allow humans to update the info if they’d like to, but an AI auto-fill would be nice. 

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    Christian S12
    Forum|Forum|1 year ago
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    heidimelissaNew Participant

    Allow for Centering of text on bannersSubmitted

    I want to use the ‘floating’ (BANNER) survey, but I cannot center the text. This looks silly now, because there is a lot of dead space - so I am forced to use the “in line” option which I don’t prefer

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    Forum|Forum|1 year ago
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    CarlNew Participant

    Attach button in the chatSubmitted

    Please add an ‘attach’ button in the chat for users to share screenshots/files.We waste time explaining that they can drag and drop as it isn’t clear.

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    Paul D
    Forum|Forum|1 year ago
    Pierre G
    Pierre GActive User

    Copy Chart to Another ReportSubmitted

    I’d like the ability to copy a chart from one report to another.  This is especially helpful when the chart has a lot of filters on it, making it very time consuming to recreate the chart as it involves re-applying all the filters as well. Here’s a mockup up what this could look like 

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    Pierre G
    Forum|Forum|1 year ago
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    Oskar MNew Participant

    It would be great to have a CRUD Macro API available to the publicSubmitted

    It would be great to have a CRUD Macro API available to the public I assume these APIs already exist for internal use & would unlock the ability to develop apps for the Intercom App Store to help people get the most out of macros. Use-cases could be:Bulk editing of MacrosSpring-cleaning & auditingImproved searching of macrosImproved validation when using macros You could look at the Zendesk Marketplace to see what is already unlocked for their customers: https://www.zendesk.com/marketplace/apps/?query=macroand I would love for this to be available for Intercom customers. For a point of reference on how this API could look:https://developers.gorgias.com/reference/the-macro-object/li>https://developer.zendesk.com/api-reference/ticketing/business-rules/macros//li> All the best & thank you for working on such a great app,Oskar

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    Forum|Forum|1 year ago
    Philipp Winter
    Philipp WinterNew Participant

    Link sources of HelpCenter Articles to Fin conversationSubmitted

    When I ask Fin a question about something Intercom related, it gives me an answer, including the sources it got the information from. It would be helpful for me to directly jump into a specific articles listed there to read the article and get more information. 

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    Philipp Winter
    Forum|Forum|1 year ago
    Luka Dujmovic
    Luka DujmovicActive User

    AI Inbox translation beta feedback: Translation indicatorSubmitted

    Dear Team,We noticed that in the switch from AI inbox translation Alpha to Beta, a specific feature has been removed, or we can’t locate it anymore.Before, in your Help Center, it said something along the lines of:“Open any conversation where a customer is using a different language. You will see a translation indicator showing that the conversation is being translated. “Screenshot below as we have seen it in our workspace: Can we please get this indicator back? It’s easy to spot and important for agents to know if a conversation’s being auto-translated. As you can imagine, support agents multitask and juggle different conversations and currently, it’s easy not to notice such conversations (we’re aware of the indicators, but they’re not enough). Thank you, 

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    Luka Dujmovic
    Forum|Forum|1 year ago
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    Bradley CoyleNew Participant

    Search Filter By ChannelSubmitted

    Hi Intercom team! I wanted to submit an idea to add in a filter to search conversations by channel type in the inbox search section. Thank you for considering these inputs!

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    Forum|Forum|1 year ago
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    Haley SaveNew Participant

    Checklists - Open each step at the Step titleSubmitted

    It would be helpful if each step in a Checklist opened to the Step title. Currently, when a step is Marked as Complete, the next step typically opens towards the bottom. In this case, users have to scroll up to view all of the instructions. It would be nice for users to be able to start at the top and only need to scroll down.

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    Forum|Forum|1 year ago
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    Josh DowdyConnector

    A way to pin an article to the suggested area of finSubmitted

    For a certain set of users I would like them to see a few article when they open fin up at the top of the suggested articles section.  

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    Nathan Sudds
    Forum|Forum|1 year ago
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    Tomas NosekNew Participant

    Remove SLA from a conversation via Workflow and APISubmitted

    Enable removing an applied SLA from a conversation via Workflow and API. Currently, it's possible to do it only manually, even though it could adhere to certain rules.For example, if an SLA is applied within the workflow but then is reassigned to someone who doesn't use an SLA, this is another manual action that must be done instead of having a Workflow attached when a conversation is reassigned.

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    Nathan Sudds
    Forum|Forum|1 year ago
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    Sam HelmNew Participant

    Adding a “Wait until in Business Hours”Submitted

    Adding a “Wait until in Business Hours”In the below screenshot we’re setting up a workflow for unresponsive customers, allowing tickets to close after x days. However we don’t want someone getting the auto message and subsequent close outside of business hours.I hoped using branches would fix this however the ‘Until’ logic means if the ticket was meant to close before business hours (Eg 7:30am) it will wait til tomorrow 9am to close. Their should be the option to send next time time is in business hours. 

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    Nurit
    Forum|Forum|1 year ago
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    Tim BadolatoNew Participant

    Unlock Fin’s Full Potential: Standalone General Assistant Chat Mode 💬🚀Submitted

    Imagine Fin not just as a support tool, but as your everyday AI teammate. Let’s bring a dedicated, standalone chat experience to Fin—no more needing to access it through Preview mode or attach it to a customer conversation. With a General Assistant mode, Fin can help with:Brainstorming ideas 💡 Answering company or product questions 🧠 Onboarding new teammates 🙌 Drafting emails and internal messages ✍️ Assisting with tasks beyond Intercom 🎯Let’s make Fin a powerful internal co-pilot, not just a customer-facing bot.👉 If you’d love to use Fin like this, give this idea an upvote so Intercom can prioritize it!

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    Forum|Forum|1 year ago
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    Kellen C.New Participant

    Ticket-Specific Workflow for Teammate or Customer being unresponsiveSubmitted

    It would be helpful to have workflow for tickets that would be initiated if there was teammate or customer (could be two separate options) has been unresponsive for a specified time frame, which would indicate that the ticket should be considered done and can be updated to the appropriate status and closed. You could also have variables such as whether the conversation has to be closed for the flow to apply. This allows the more automated handling of tickets for teams, keeping queues manageable. 

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    Forum|Forum|1 year ago
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    FrancoisMConnector

    Tag tracking: view automation path that are adding a particular tagSubmitted

    In the Settings > Data > Tag, add a column with a clickable number that shows the number of path within automation (Workflows and Custom Answers) that are adding this tag. When clicking on the number, a clickable list of Workflows and Custom Answers is shown where the specific tag is being applied with an action. There should also be a line if the tag is being manually applied. Alternatively, there could be an additional filter when filtering searches by tags. The additional filter could just filter by method of application (manual, workflow, custom answer). Although this is less useful. Basically would be good to have a way to find what is applying each tag so we don’t have to rely on descriptive naming convention for the tags or accurate internal documentation. 

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    Forum|Forum|1 year ago
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    Brett WilloughbyNew Participant

    Pin Open Conversations in the MessengerSubmitted

    While the Messenger is a great communication tool, the Messages section can easily become overwhelming as a frequent user with multiple open/pending conversations, Intercom product updates, marketing messages, etc.The introduction of a clear distinction between Open and Closed conversations, or a way to “Pin” open/pending conversations that I need to monitor and follow up on to the top will greatly improve user experience and ease of use.

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    Forum|Forum|1 year ago
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    Tyler WilkesNew Participant

    Better, More Collaborative Workflow Edit ProcessSubmitted

    Problem: Our workflows are getting more complex as we scale, and we have more people looking at them. Right now, if you’re editing a Live Workflow, the changes you make in edit mode are locked & siloed to your screen. And you can’t see the specific edits the last person made--you can only see who made the last save (or set live). Also, I imagine two folks could be working on the same flow at the same time and override each other’s changes? Solution: How great would it be if you could push these changes into a “Review” phase, like you can with GitHub or a coding tool? In this phase, changes would be highlighted a different color (or somehow otherwise marked), and you could see who the user is who is requesting the change. The reviewer(s) would then go in, identify the changes right away, and decide whether or not to set the workflow live.The current workaround is to create a copy of workflows, work and save in a draft state. You have to do some work as a reviewer to identify changes. It’s a cumbersome and manual process. Thanks in advance!

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    Forum|Forum|1 year ago

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