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    Trevor
    Innovator ✨
    TrevorInnovator ✨

    Mark old AI Agent conversations as "Reviewed" in the "Optimize" reporting section for Fin AI AgentSubmitted

    It would be great to have a feature in the "Analyze" portion of Fin AI Agent, to mark that I've "Reviewed" a conversation. Or maybe even leave notes for myself and other managers to see outside of the context of the conversation, only in the context of the “Fin Performance” or “Optimize.” Thinking like UI green check marks I can select when I’ve reviewed something, or flag a conversation to revisit and work on later. We've been reviewing all of our Fin "sent to teammate" to see how we can get more of those resolutions from Fin. Sometimes the answer is perfect, and the customer just doesn't read... And I'd like to somehow notate that I've "Reviewed" a conversation so I don't review it again in the future

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    Trevor
    Innovator ✨
    1 year ago
    Emilia CarvellNew Participant

    Multi selectable days in office hoursSubmitted

    As you can’t add public holidays into the office hours, we’re having to manually  adjust the office hours every time there is a support closure I think it would be helpful to be able to multi select days in this view, rather than having to add a new office hour line for every day, and then just omit the day of the closure. It’s a 1 minute job that ends up taking ages because you have to duplicate loads  

    0
    1 year ago
    Niels Kristiansen
    Niels KristiansenNew Participant

    Add content to the Product tour from APISubmitted

    The content for the product tour should have the possibility to come from an external source as well, such as an API. This allows us to centralize all help materials—tooltips, product tours, and other content—in one place for easier management.

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    Niels Kristiansen
    1 year ago
    Niels Kristiansen
    Niels KristiansenNew Participant

    Dynamic Product Tours Based on Feature AvailabilitySubmitted

    User storyAs a product owner of a multi-tenant SaaS platform,I want to provide a unified product tour experience that dynamically adapts to the feature set available for each customer,so that I can deliver relevant onboarding without having to maintain separate tours for each customer variation. DescriptionWe have a SaaS product where all customers access the same user interface via their own subdomains (e.g., customer1.domain.com, customer2.domain.com). While the UI remains the same, each customer has a unique set of features enabled based on their subscription or use case.For example, if a product tour contains three feature-based steps: If a customer does not have Feature A, the related tour step should be hidden. If a customer has Feature A and Feature B, only the relevant steps for those features should be shown. If a customer has all three features, they should see the complete tour. So we would like to design a single, flexible product tour that: Automatically adapts to show only the steps relevant to the features available for that customer. Supports conditional logic so that we don’t have to create a separate tour for each feature combination, which is not scalable. Incorporates page-level logic based on CSS elements: If a targeted CSS element (e.g., a .button, .tab, or .widget) doesn’t exist on the page, the tour should: Fallback to another step targeting a different CSS element (if configured), or Skip the current Pointer or Post step entirely. Use a Workflow to decide the next step in the Product tour (If this, then that)

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    Niels Kristiansen
    1 year ago
    EB1901New Participant

    Call feature: Only receive notifications for phone calls.Submitted

    At the moment, it's only possible to enable notifications for all activity, not just for calls. It would be incredibly helpful for my team to have the option to receive desktop and sound notifications for calls only, so they’re alerted when immediate assistance is needed. Currently, team members only receive call notifications if they have Intercom open, which makes it easy to miss them. Also somewhat related to this idea:  

    0
    1 year ago
    KhrystynaNew Participant

    News center items restricted for users onlySubmitted

    It would be great if we could restrict access to the news center items so that only users can access similar to how it’s currently possible to set access to articles (Visitors, Leads, Users). It’s one thing that’s preventing us from using this at the moment as it’s important for us it’s not publicly accessible. 

    0
    1 year ago
    AmaNew Participant

    Edit Option for Sent Messages in Live ChatSubmitted

     I’d like to suggest a feature that would greatly improve the user experience during live chat interactions—an edit option for sent messages. Currently, once a message is sent, there’s no way to correct typos, clarify a statement, or update information without sending a follow-up message. This can lead to confusion for users and cluttered conversations for both support agents and customers. It would be helpful if users and agents had the ability to: Edit a recently sent message within a short time window (e.g. within 2-4 minutes), Clearly display that the message has been edited (for transparency), Maintain message history for compliance if needed.  This functionality is common in modern messaging platforms and would go a long way in improving real-time communication accuracy and professionalism. Thanks for considering this, and happy to provide more context if helpful.

    0
    1 year ago
    Ahmed HaidarNew Participant

    Be able to change from days to timestamp in chatSubmitted

    The possibility to change from only seeing chat timestamp in days to be able to see the exact date and time (as you get when hovering over the “3 day” stamp.

    0
    1 year ago
    Lauren ColdrickNew Participant

    Filter or group suggestionsSubmitted

    It would be great if the suggestions could be filtered or manually grouped so that subject experts only have to review the content that relates to them. The current system is only effective for if one person is able to review them all. 

    0
    1 year ago
    Macall GardnerNew Participant

    CX Score being able to trigger automated workflowsSubmitted

    With the new CX Scores, would be great to be able to use that data field as a trigger for kicking off automated workflows. Example- Ticket or Conversation that received a 1 or 2 rating - automatically be able to send to a specific team, or alert @mention who we might need to review and potentially outreach to the customer again in hopes to improve or resolve their experience. Right now its manual and reactive by going through reports. 

    0
    1 year ago
    Candyce
    CandyceNew Participant

    Outbound Emails and TaggingSubmitted

    There is really two parts to my idea. For one, we find it really annoying to have to create a tag to use a csv file to send a one off email through the Outbound section. We don’t want our workspace to get overloaded with a bunch of tags just because we are sending an email. Although you can use audience rules, a lot of the times we have to do email=xxx.com or email=xxx.com for how many people we are wanting to send to just to get around from having to tag them. Could it be possible to make tagging the users from a CSV upload in an outbound email to be optional? Also, a way to send dynamic emails to certain emails would be nice too rather than having to use the ruling. So maybe like a bar that lets you type in an email and send without ever having to update the email or add an attribute that I have to edit under each person per each email I need to be set up like this.

    0
    Candyce
    1 year ago
    True Profit Customer SupportNew Participant

    Multiple selection for Conversation AttributeSubmitted

    Please allow to choose multiple selection in the List option when close the conversation. 

    0
    1 year ago
    Jobi JohnNew Participant

    Balanced Routing EnhancementSubmitted

    I would love if we could have more flexibility to balanced routing. It would be great if we could control priority to determine who should get the next open conversation. For example, right now when there are multiple eligible teammates for the same team inbox, conversations are assigned to the teammate with the fewest open conversations. However, I’d like to use custom roles to determine priority. We have Sr. and Jr. team members and I’d love to make sure the Jr. team members if they have capacity are prioritized first before the Sr. team members. Our Customer Success team handles both Support and Implementations so Sr. team members may be wrapped up in additional projects outside of Intercom. I’d prefer if we didn’t have to set up different teams for Sr. or Jr. team members to control conversation assignment, but is that the only method right now to achieve this?

    0
    1 year ago
    nmoe@instawork.comNew Participant

    Add the ability to subscribe to a trigger when an article is updatedSubmitted

    I’m looking to trigger certain external workflows when certain articles are updated in our intercom instance. Example workflows include (but is not limited to) customer and internal newsletters. This would be a pretty cool feature to ensure eyeballs are kept on high-value articles whenever they change/are updated, especially as more and more disparate teams are collaborating to ensure these articles are up-to-date. 

    0
    1 year ago
    Monika PNew Participant

    Whole Message in Chat previewSubmitted

    After the changes of Chat Edition in Outbound there is a short version of chats preview. Just the beggining of the message.I don’t see the whole content at first sights. Showing the whole message at first allows us to have a quick view what we are sending to our users, especially in dynamic audience, withour having to edit the message and clicking at “Show the full message”. Now I have to edit the message (1 click), click Show the full message (2nd click) just to see what we are writing. 2 clicks. Before all I had to do was just to go to the message.What is more to edit this I need to also make more clicks. It is really uncomfortable way to see clearly the content of our messages. It takes more time to check it and edit it. Also - it made me scared that the rest of the message was gone.  I spoke to one of your Support team, and he said - This is expected behavior after the recent Messenger and Outbound UI updates, full message content is no longer displayed directly in preview cards to keep the interface more compact.so well, my opinion as your everyday user is that this is not the expected behavior, and its not making my work easier and more compact. This limitation in the edit view makes it harder to manage content confidently and takes more time. It is not a change for better.

    0
    1 year ago
    Max VreekenNew Participant

    Remove Inbox for teammates that don't handle conversations.Submitted

    As the product owner for our intercom installation I would like to hide the inbox from the left panel for teammates that don't handle tickets.For instance our marketing department writes articles, send outbound messages and does automations.They don't need to see the button to the inbox and should not be able to be assigned to a ticket.  

    0
    1 year ago
    Kelly KresgeNew Participant

    Allow user ID as an input on the "Add note" Zapier actionSubmitted

    Since Intercom allows for multiple contacts (users) to have the same email address, using a combination of attributes and/or fallback logic is a better way to identify a particular user compared to email alone. Intercom's Zapier action Find user provides a number of options which would allow you to return a single user as a result, but the Add note action does not. Because the Add note action only allows email as an input, it errors anytime Intercom returns multiple users with the same email. And because it only allows email as an input, there is no way to get around this — and this makes this action unusable in all cases where an email address belongs to multiple users. Feature request summary: Bring Intercom's Add note Zapier action to parity with Intercom's Find user  Zapier action by allowing multiple attribute inputs for finding users and/or fallback logic when multiple users are identified.

    2
    1 year ago
    khpNew Participant

    Customizable CX Score CriteriaSubmitted

    With the release of the CX Score, we’ve noticed some instances where conversations received a 5 rating, despite having received a negative CSAT survey, and other conversations where CX score is rated low, but overall, it was a positive interaction. It would be great to have a way to customize CX score according to our business / understanding of customer sentiment. Even just being able to toggle criteria on and off, e.g. we do think CSAT surveys should be taken into account for CX score, just with a smaller weight

    0
    1 year ago
    Sharon TieuNew Participant

    Support anchor (jump) links for regular textsSubmitted

    Currently, Intercom’s article editor only supports anchor (jump) links for headings H1 to H4 using the “Copy anchor link” feature. I am requesting a built-in way to create a jump link for  <p> tags or other non-heading elements—manual anchor tags like <a href="#my-section"> . I would like to create direct jump links to normal <p> tags or regular texts within the same article which are not currently supported in the current editor workflow.

    0
    1 year ago
    ToshiNew Participant

    Tutorials / GuidesSubmitted

    It would be fantastic if we could create custom tutorials to send to customers. For example, when a customer asks how to do something, we could send them a tailored tutorial, and Fin would guide them directly on the website. Specific buttons could be highlighted with messages like “Click here,” making the instructions easy to follow in real time.

    0
    1 year ago
    Sofia MaconiNew Participant

    Translate CSAT feedback into default workspace languageSubmitted

    Translate CSAT feedback into default workspace language. Right now, we’re translating the conversation but then when a user leaves feedback in their native language, I still need to use a third-party tool to translate the feedback to understand it. 

    0
    1 year ago
    Lauren GiblinNew Participant

    Custom Pre-Recorded Message for Outbound CallsSubmitted

    I would like to be able to upload my own recording for the outbound call message that notifies customers that the call is being recorded.  

    0
    1 year ago
    Sara HartNew Participant

    Allow for collections to go deeper than 3 levels in KnowledgeSubmitted

    Please allow collections to go deeper than 3 levels in Knowledge. My team uses Intercom partly as an in-app documentation repository, and the 3 level limit forces us to structure our documentation in an unintuitive and jumbled manner.

    0
    1 year ago
    Bukunmi OjumuNew Participant

    Sort FIN AI Suggestions listSubmitted

    I'd like to submit a feature request on FIN AI Agent Suggestions. It would be great if it could be possible to sort the list. A use case would be the ability to sort suggestions based on number of conversations used to generate the suggestion so we can begin or focus on optimization efforts that would have the most impact.   

    0
    1 year ago
    Roy AberyNew Participant

    Alerts to actively engage with poor (1-2) CX conversation ratingsSubmitted

    Ideally an alert to send to key teammates - so support team are aware of any 1 and 2 CX ratings, so the teammates can follow up if the user did not get a satisfactory experience with support. Perhaps can be done as an overnight process or how often the ratings are applied (as soon as possible is better).Currently would need to manually run the CX reports and filter accordingly and monitor accordingly.

    0
    1 year ago
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