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    Branden AbushanabNew Participant

    Ability to Add Custom Teammate Away ReasonsReleased

    At my organization, our support reps do several tasks when they are not active on live conversations or responding to emails. It would be great to have the ability to add custom away reasons within Intercom. For example, our support reps are commonly reviewing social media posts as a part of their daily tasks, so if we could add this as a custom away reason, then it would give us more insight into what our support reps are doing throughout a given day and how much time they are spending on respective tasks. Ideally, admins would be able to add custom away reasons on the backend that would then appear as available options for reps when changing their away reason or status.  

    1
    Paul D
    1 year ago
    Simon WijckmansNew Participant

    Remove "Powered by Intercom"Released

    I don’t mind product placement in a free tier. You get what you pay for, that is fine. But we pay a substantial fee to have “powered by Intercom” under every email sent out by support. That is not professional looking and I’d like to be able to turn that off.This is injected currently as part of our auto response.

    5
    Paul D
    1 year ago
    Grace Ndabananiye
    Grace NdabananiyeNew Participant

    Workflow rules testerSubmitted

    Summary: I would like a tester feature added to workflows, to test how/when certain rules will trigger. Similar to the code testing for integrationsContext: I spend a good amount of time building workflows. And one of the bug bares is creating a number of rules of how, when and who this workflow apply to, only for these not to work in unique use cases. Problem: Currently, to know exactly how the rules (e.g. audience rules) work is mostly trial and error, especially when multiple attributes are needed. Through experience, I do avoid the majority of issues, and with the help from Intercom’s Fin and support team I can troubleshoot issues. But this takes a lot of time, and for things to go wrong, for this to happen.Suggestion: When creating rules e.g. for audience, branches etc. there should be a testing box. Similar to the Preview option, and the “Test response” are when creating new integrations/data connectors. Where you can provide a scenario or user profile to confirm whether the rules will trigger or not. 

    0
    Grace Ndabananiye
    1 year ago
    ImmortalNew Participant

    Option to Exclude "Ok" from CSAT Calculation or SurveySubmitted

    By default, there are five CSAT rating options: Amazing, Great, Ok, Bad, and Terrible. However, many users interpret "Ok" as a neutral response — neither good nor bad. In Intercom, this rating is currently treated as negative, which may skew overall CSAT results.It would be great to have an option to either exclude "Ok" from the CSAT calculation or remove it entirely from the survey, allowing customers to choose between four clearer options.

    1
    1 year ago
    ZachBNew Participant

    Allow larger size for messenger chat window, similar to the help article sizing experience.Submitted

    I’ve heard the opinionated stance that the messenger size is what it’s intended to be. I believe this is short-sighted, and Intercom should allow more options on the size of that core messenger experience.When competing with other support applications on the end-user side, a larger window is needed for more complex conversations. (i.e. difficult network troubleshooting, endpoint configuration scripts, etc.) This is impacting our decision to adopt the product. Not every end user needing support is someone that needs simplified information. There are real cases where very long and complex conversations need to be conveyed in the messenger.For example, if I’m trying to deliver a long codeblock or script, this can be unreadable to the end user. Of course we know the default size of the messenger: However we know this can be larger, as demonstrated by how the help center articles show (much larger), heck - you even have the expand/collapse modal top-right   These sizings and resizing modals already exist, and should be made available to the core messenger experience. The existing sizings are too prescriptive; leave it up to your customer on how they want to deliver the best UX in messenger chats.

    6
    1 year ago
    Shani BNew Participant

    Sync Internal Confluence Articles Into Specific FoldersSubmitted

    We need a way to sync internal Confluence articles into folders to help Fin Copilot answer teammates’ questions based on their skillset or role, rather than just an all-in-one sync.Example:Role/skillset Tier 1 has access to synced Confluence article set ARole/skillset Tier 2 has access to synced Confluence article set A & BRole/skillet Tier 3 has access to synced Confluence article set A, B, & C

    0
    1 year ago
    Matt PearceNew Participant

    More Availability OptionsSubmitted

    We’ve noticed some issues regarding multichannel availability and would love to see some additional options or the ability to customize. These availability options would be nice, but ultimately I think the ability to customize based on our needs would be ideal: chats, phones, conversations, and like a callbacks option. 

    0
    1 year ago
    LennardNew Participant

    Checklist for Mobile SDKsSubmitted

    It would be great to also add the Checklists feature to the mobile SDK in order to link specific purchases or actions to the checklists that are currently only available on web.We could use these already in several cases, but are restricted/limited to websites.

    3
    1 year ago
    ImmortalNew Participant

    Ability to exclude words or word phrases in AI Inbox TranslationSubmitted

    There are words that shouldn’t and can’t be translated, like names of the products we sell. For example we have sentance: We recommend you plugin Engine https://i.imgur.com/SHkcOQY.png“Engine” can’t be translated, but when for example Spanish client communicates with us - he sees translated word https://i.imgur.com/fMNkjWM.pngAlso, for example we have widget called “Dynamic Field” https://i.imgur.com/akrqvjA.png and it gets translated https://i.imgur.com/6E6V4Vi.png It would be great if we can manually exclude such words, for example add slashes /Engine/ or something else.

    4
    1 year ago
    Employee
    Darragh LubyEmployee

    Intercom Blog - Minor UI ImprovementSubmitted

    [removed]

    0
    Employee
    1 year ago
    Arthur Van DykeNew Participant

    Make guidance respect folders that we set up for SnippetsSubmitted

    We would like to create guidance the can reference specific folders that we have set up for snippets. For instance, “if a client is asking about forms, first ask them which type of form they are using. If they say they are using a X form, only respond based on snippets from the X folder and if they respond with Y form, only respond with snippets from Y folder.”Same idea as well with Knowledge content, if we could use Guidance to have it only source articles from a specific section (church management, Giving, apps, etc) that could really help.

    0
    1 year ago
    Aron LampinNew Participant

    Show messages newest on topSubmitted

    Can you add an option to the conversation messages to show newest on top instead of the current message showing newest at the bottom

    0
    1 year ago
    Ana HenryNew Participant

    Able to copy an articleSubmitted

    It will be very helpful to be able to copy an article as a starting point for a different article.

    2
    1 year ago
    Dean TavenerNew Participant

    Index attachment file names for searchSubmitted

    Search includes message content but not attachments. Makes it quite hard to find an attachment if you know the file name but not the sender or date. Please index attachment file names for global search.

    0
    1 year ago
    Matthew NeeleyNew Participant

    Default Company assignment for Customers with access to Multiple CompaniesSubmitted

    It would be incredibly beneficial to add the ability to select a default company for Customers when they have access to multiple companies and they open a new conversation/ticket. For example, If Customer 1 has access to Companies A, B and C. They are an employee of Company A, which is the “Parent” company of Companies B and C. We would like to be able to have it set so that when this user creates a conversation, it defaults to Company A rather than having to search through the list of companies they have access to to select this every time. The reason for this is because we have some customers that have access to 20+ companies. Having a default option for this would be amazing.

    0
    1 year ago
    ErnTaylorNew Participant

    Delete insert buttonSubmitted

    Building a help article, if you accidentally add a button its really hard to delete it.  I alway mix the insert button and insert divider and add that unnecessary button.  Then the only way to delete it is to enter fake information then carefully highlight it and delete. 

    1
    1 year ago
    Charlie O'BrienNew Participant

    Reinstate the "Three Dots" to view a full threadReleased

    The removal of the Three Dots to view a historic thread is very inconvenient. The vast majority of our tickets are forwarded in from other members of staff, or clients themselves. Forwarding content to us is a massive part in our everyday work, so not being able to view the full thread as normal has a huge impact on us.The only option now is to view the Raw Email, which isn’t the same and is not a good solution. Reading an email in HTML format is not user-friendly, nor has it saved us any time. It removes attachments which, again, is causing huge problems.Please reinstate the Three Dots.

    1
    Paul D
    1 year ago
    Monica WalkerNew Participant

    Add Aggregated "Wrap-Up Time" Metric in Intercom ReportingSubmitted

    We’re able to view Wrap-Up Time per conversation in the dashboard, but we don’t have a way to see this summarized or aggregated at the agent or team level. It would be incredibly helpful to have a reportable metric that reflects total and average Wrap-Up Time for agents. 

    0
    1 year ago
    Stephanie Paige BeattyNew Participant

    TO, CC, BCC in Manage Participants OptionSubmitted

    With the introduction of BCC to Emails, would really enjoy the ability to choose where Participants should be listed under the “Manage Participants” Section. Maybe like a Tab View to rotate over on who is listed under TO, CC, & BCC. With the BCC offering a quick add of myself “Quick Add YOU as BCC” (this concept is the idea of following the ticket). 

    0
    1 year ago
    Christophe CoevoetNew Participant

    Show date of last API access for private apps in the developer hubSubmitted

    Currently, the private apps in the developer hub show the date of the last installation or token regeneration.This is not very useful to identify whether that private app is still actively used or whether we have valid API credentials that are not needed anymore.To be able to safely delete unused private apps without the risk of breaking some usages, it would be great to have an info about the last time the token of the app was used to access the API.

    0
    1 year ago
    Christophe CoevoetNew Participant

    Support URL pattern matching for product tours and outbound messagesSubmitted

    We are developing a product that is highly configurable, so most of our URLs involve some id placeholders.The current URL matching capabilities of outbound message triggers or product tours make it quite hard to target our pages. We have to create multiple “contains” criteria for the various static parts of the URLs, still hoping that it does not match extra pages having those static parts in a different place.It would be great to support targeting URL patterns instead, to make this case easier.

    0
    1 year ago
    SpotAINew Participant

    Manage Chatbot NotificationsSubmitted

    We have received feedback from our customers that the notifications within the chatbot for tickets is cumbersome, specifically with regard to the message window popping up unprompted. Please create a way to allow the message window to stay minimized but with a notification number unless it is actively interacted with by the customer.

    0
    1 year ago
    Donna WalkerNew Participant

    Edit AI before sending to a customer.Submitted

    Intercom have advised that there is no way to see the AI response and edit it before sending to a customer.We respond to complex questions, so we want to improve AI’s reponses, we can’t be the only company who wants a choice imbetween the one to not use AI and let it send messages to customer without review.

    0
    1 year ago
    Beezzz SupportNew Participant

    Enable opportunity to copy data connectorsSubmitted

    I would like the option to copy data connectors. This will save me time. 

    0
    1 year ago
    Angie WallsNew Participant

    Easier Way to View All Tags in a ConversationSubmitted

    Hello,Can there be an easier way to view all tags associated to the conversation from within the conversation view? It would be nice if on the Details side bar there was a section for tags and you could easily remove or edit them.Currently if I am reviewing a case and want to see what tags are associated I have to look for the tags in various sections or read the conversation events in hopes of not missing them.Additionally, when my team gets a case transferred to them from another team, they may want to remove a tag which means they have to do the same review as above and hope they don’t miss something.It would be great to have one spot to view this and easy click to remove a tag if necessary.Thanks for your consideration. 

    1
    1 year ago
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