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    Idea Pipeline

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    3164 Ideas

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    Ana HenryNew Participant

    Improvement to table articlesSubmitted

    I would like to include tables in my intercom articles.  However, it appears that those tables do not display well in different devices (tablets vs laptops).  Can this be improved?

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    Forum|Forum|1 year ago
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    Ana HenryNew Participant

    able to search articles that are not in a collection but are publishedSubmitted

    Enhancement: able to search articles that are not in a collection but are published (they are linked within an article)

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    Forum|Forum|1 year ago
    Nikki McLaughlin
    Nikki McLaughlinActive User

    Ability to easily identify which folders have subfolders in Knowledge hubSubmitted

    Currently, within the knowledge hub, the websites that we upload automatically create a folder containing the URL.  When searching key words through the source, Intercom says it is searching folders and subfolders, however, there is currently no way to identify which folders have sub-folders. Fin says the only way to identify which folders have subfolders is to manually search through each folder. This can become time consuming when there are hundreds of articles uploaded.  I would like to recommend Intercom to create the ability to easily identify which folders have subfolders in Knowledge hub.  Ideally to make it even deeper, I’d like to see contents of the subfolders too.  

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    Nikki McLaughlin
    Forum|Forum|1 year ago
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    Enzo GarciaNew Participant

    Group chats for text and whatsappSubmitted

    make it so i can recieve group chats on either text or whatsapp. like customer manager, customer supervisor and intercom.

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    Forum|Forum|1 year ago
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    Matt CrockettNew Participant

    Send replies on behalf of a teammateSubmitted

    We send personalised outbound marketing messages from members of our team under their own name to our customers.  Often, our customers reply to the teammate directly and share their feedback or thoughts.  This is great, however the volume of responses can be overwhelming for one person to respond so in a timely way, so we’d like the rest of the team to be able to help. If an outbound campaign message/email was sent from say Bob@company.com and a customer replied to Bob, could other teammates go into Bob’s Intercom inbox and opt to reply to that customers email from “Bob” so the customer’s experience is to continue their dialogue with the person they received the message from? Today our approach is for teammates to draft replies as notes which Bob then has to copy/paste as a response to then send under their own name. 

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    Forum|Forum|1 year ago
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    Georg Ferdinand NilsenNew Participant

    Filter Macros from the reply sectionSubmitted

    The Problem: (example)Our company has a lot of macros that is used in 3 different countries. many of the macros are just translated versions (duplicates with some variotions because of local country factors). so now we have macros with:4 differnt languages 3 differnet macros based on the local rules/factors (countries)navegating this long list is quite difficult. The sollution:a sollution I think many would like, is a function where you can make filters/tags on a macro.for example:make a “theme", for example Language, and then you can add you chosen languages to the macromake a “theme"​​​​​​​, for example Country, and then you can add you chosen country to the macro This could work in different scenarios as well, depending on what you call the themetheme: feedback typepositive negative so now you could filter on English (as language) and Norway (as country) and only get the macros that fits the local language and rules

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    Forum|Forum|1 year ago
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    SufianNew Participant

    Dynamic Values in Help Center/Knowledge Base ArticlesSubmitted

    What I am looking for is to be able to add a placeholder, for example, current year in an article and once the year changes it will get updated automatically.So this year it will show 2025, but next year it automatically starts showing 2026. This helps when the AI Bot sends articles or shares some details, we have the latest values. Not just the years, but there are many more values that we can change dynamically depending on the content/context.

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    Forum|Forum|1 year ago
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    Jan Christer DuguranNew Participant

    Tags in Article API responseSubmitted

    Hello,We would love to have the list of tags associated in the article to be included in the response of Articles REST API. Thank you.

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    Forum|Forum|1 year ago
    melissa.novi
    melissa.noviNew Participant

    Please add more rule options for workflows!Submitted

    I often find workflows limiting because I need more options based on if/then rules. For example, if a customer sends a negative CSAT score, then I want to be notified via Slack. We pay for workflows, so I don’t feel you should have to go through a dev/the API every time you need something a bit more custom.

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    melissa.novi
    Forum|Forum|1 year ago
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    John DoeNew Participant

    Add a Field to Display Snooze Until Date/Time in ConversationsSubmitted

    It would be great to have a field/attribute in the conversation where we could see the date/time until which it is snoozed.

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    Forum|Forum|1 year ago
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    Annie VenierNew Participant

    Allow Checklist for the same role to syncSubmitted

    It would be incredibly useful if there was a way to set specific checklists to allow syncing across users of the same role within the same instance. For example, if there are 2 admin roles, currently they would each have an independent checklist. If there is a task on the checklist that only needs to be done once (ex. upload an logo into the UI) then allowing to have those checklists sync would ensure that duplication of efforts is not being done. 

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    Forum|Forum|1 year ago
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    Smartr365New Participant

    Views that are consistent for the full teamSubmitted

    It would be useful to have a standardised view setting that can be applied across all team members. We frequently utilise shared views as part of our daily workflow, and having a consistent view would enhance our productivity.Additionally, it would be beneficial to have a view filter that automatically adjusts to the 'current' user. This means when User A accesses the view, they would see their tickets, and the same would apply for other team members. This personalised filter would greatly optimise our ticket management system.

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    Forum|Forum|1 year ago
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    gilbertocNew Participant

    Make Intercom Widget compatible with BFCacheSubmitted

    Hello everyone,  my name is Gilberto Cocchi from Google Chrome.I wanted to highlight an opportunity to improve the User Experience of all sites using Intercom Widget.Because of the way the Intercom Widget uses the WebSocket API the Chrome Browser is forced to entirely reload the page every time the widget loads. That’s because the WebSocket is used in way that prevents to make the Page BFCache eligible. If the Intercom Widget would implement the following best practices all sites using this widget may benefit of the additional page load speed benefits (presuming it was the only BFCache blocking reason). In order to make the WebSocket implementation compatble the following two things should happen:The WebSocket connection should be opened within the pageshow event handler. The WebSocket connection should be closed by using the pagehide event handler.Can anyone help me escalate this suggestion to the Intercom Widget Engineering team? More info about BFCache here: https://web.dev/articles/bfcache RegardsGilberto  

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    Forum|Forum|1 year ago
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    Igor SerebryanyNew Participant

    how to link customer and back office / tracker tickets via API?Submitted

    i see that tickets include a `linked_objects` property, but i cannot tell how to modify this property via the API. using the API, i can create two tickets -- a back office ticket, and a customer ticket -- using the `create a ticket` endpoint. but how do i then link them together, so the customer ticket appears in the back-office ticket’s `linked_objects`?

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    Nurit
    Forum|Forum|1 year ago
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    Josh DowdyConnector

    Multiple tabs open and you close a conversionSubmitted

    I have had Internal and External users mention that when they have our portal open (where fin lives) and they close a chat and they go through the survey it does not do that process in all other tabs.  So they have to go through each tab and close down FIN.  Super annoying and leads to dissat from Partners. 

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    Forum|Forum|1 year ago
    Graziela
    Innovator ✨
    GrazielaInnovator ✨

    Extend rating period beyond 96 hoursSubmitted

    In workflows, there's an option to "Prevent customers from rating after a given period of time." However, the maximum allowed is 96 hours. It would be great to have a longer timeframe—I'd like to allow ratings for up to 30 days, for example.

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    Graziela
    Innovator ✨
    Forum|Forum|1 year ago
    A
    Amy OuelletteNew Participant

    Add "Email Subject" as an attribute that can be used in a MacroSubmitted

    We use macros to pre-set common outbound email messages. To be consistent, it would be great if we could (1) add a subject line to be applied to a new conversation and (2) if that subject line could have a merge field. 

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    Forum|Forum|1 year ago
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    Cassie AlterNew Participant

    Collapse messages to be easier to readSubmitted

    Some email message threads can get to be extremely long. Additionally, sometimes, each message will include all previous message data at the bottom (which is supposed to be hidden, but often isn’t), so the messages themselves can be extremely long. Because of these issues, it would be great to be able to “close” or “collapse” a message to make it easier to read and review long strings of messages. Gmail, for example, will display all the previous emails as collapsed and you open them to view the whole message. This is sooooooo much easier to navigate.

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    Forum|Forum|1 year ago
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    Kiki FreedmanNew Participant

    Bulk upload/edit macrosSubmitted

    It would be helpful to be able to bulk upload macros via a csv or similar format. While onboarding, we need to transition hundreds of saved messages from our prior platform. Currently, we need to add them one by one. It would save dozens of hours if this could be added in one go.  On an ongoing basis, we may make edits to many messages at once - e.g., for policy changes, stylistic updates, etc. Being able to also change these in a consolidated way would help immensely with efficiency and organization. 

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    Forum|Forum|1 year ago
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    Jorge GomezNew Participant

    Enable "Last Call State" as a parameter for WorkflowsSubmitted

    As the title suggests, please allow us to use “Last Call state” as a parameter in workflows to better handle specific call states and route to an inbox or teammate.One example of how this can bring more flexibility in managing incoming calls is the following:Currently we are not able to automate the assignment of “Abandoned in Routing” calls, which causes manual work for the team to go through these calls and send them to an inbox or teammate for a follow-up.

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    Forum|Forum|1 year ago
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    Katee SafferActive User

    Help Center Data in Report BuilderSubmitted

    I’d love to have a Help Center section of data points available to create a custom help center report. Data points I’d find valuable: Article views, filterable by Article Title or ID, as well as category Article sentiment, filterable by Article Title or ID, as well as category Time spent on article Most read articles  Search terms with full list of results + click throughs Help article views, with location information (widget vs help center URL) Article referring URL (what URL did the article visit generate from) Conversations triggered from inside the help center, with article ID information

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    Forum|Forum|1 year ago
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    Megan CarterNew Participant

    Phone support for PortugalSubmitted

    We’re currently unable to support our Portuguese customers who want to contact us via phone

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    Forum|Forum|1 year ago
    Justin Dean
    Justin DeanNew Participant

    Expandable Tracker Ticket WindowSubmitted

    Hi team! A quick one, but would it be possible to make the tracker ticket window (the one that pops up over a conversation when you click the + icon in Links) expandable? Currently, it’s fixed in size and creates some challenges for teammates around naming conventions and ticket discoverability. It would be great to be able to enlarge the window to uncover tracker ticket titles and see more than a few at a time without scrolling.As an aside, being able to create tracker ticket sub categories beyond open and and resolved in this window would be super useful also. Thank you as always!  

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    Justin Dean
    Forum|Forum|1 year ago
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    Sandra W.New Participant

    Macro creation Field Copy/pasting formatting optionsSubmitted

    We would like to request an improvement to the macro creation field in Intercom. Specifically, we need the ability to paste content with formatting preserved from the original source. Currently, the paste functionality is very limited, requiring extensive manual adjustments to ensure the macro meets our formatting needs. Despite trying various options, the system only accepts basic text, functioning more like a simple note template than a robust macro creation tool. This enhancement would significantly reduce the time and effort required to create and format macros effectively.

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    Forum|Forum|1 year ago
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    Edison MonnarNew Participant

    It would be nice all chats from the same user would merge into the previous user chat conversationSubmitted

    It would be nice all chats from the same user would merge into the previous user chat conversation automatically instead of manually, having to do this manually can be time consuming and bothersomeWe are not asking to remove anything like side conversations but show them merged as a whole chat and keeping the same feature of showing the side conversations that has been having with us

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    Forum|Forum|1 year ago

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