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    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
    LucieNew Participant

    New API for retrieving data on newly started conversations in the native messengerSubmitted

    Feature request for a new API for retrieving data on newly started conversations in the native messengerCurrent situation: once the user starts a new conversation in the messenger, there is no way to get details about it.Expected result: there should be an API to get details about a newly started conversation.

    1
    Noam Ben Harush Shani
    1 year ago
    Marijke GravemakerNew Participant

    Reuse workflows for the holidays by scheduling again with different dates from pause stateSubmitted

    There are several ideas related to this topic where people are struggling with pausing workflows and setting them live again during the holidays. What we do at our company is we duplicate our normal workflow and add a message saying “Hello! We're currently closed, but feel free to ask your question. You will receive an answer through e-mail as soon as we're open again.” We then publish it scheduled. Another user commented that they do something similar:https://community.intercom.com/ideas/would%2Dlove%2Dthe%2Dability%2Dto%2Dschedule%2Da%2Dspecial%2Dnotice%2Dfor%2Dthe%2Dholidays%2Dinstead%2Dof%2Dhaving%2Dto%2Dturn%2Dit%2Don%2Dand%2Doff%2Dmanually%2Din%2Dreal%2Dtime%2D3487?postid=26377#post26377 The problem is that after the holidays are over, the workflow is “paused” and you can't schedule it again for the new upcoming  holidays. It would be great if this became a feature so you don't have to duplicate it again. Thanks in advance!

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    1 year ago
    Marijke GravemakerNew Participant

    Intercom uses an anchor link when sending "Your Intercom recovery code" email to show relevant part of the articleSubmitted

    When users ask for a recovery code they receive this email from Intercom: “Hello (name), Your teammate Marijke has generated a new recovery code for you. This code can only be used once. Your recovery code is (code)You can use this to regain access to your account by entering it in the recovery code field. Once in you should set up 2FA on another device or download your recovery codes so you don't get locked out again: https://www.intercom.com/help/en/articles/181-protect-your-account-with-2fa-google-sign-on-or-saml-sso#enable-2fa-on-your-intercom-account- If you did not request this recovery code, please contact Marijke or Intercom customer support at team@intercom.io.” If you click the link you get directed to a generic article, regardless what your function is (admin or user). A lot of our users do not understand what they have to do to set up 2FA again. It would be better if an anchor link was used so you get to the relevant part, which is:“How to Migrate authenticator app to a new deviceTo migrate your authenticator app to a new device to be used for 2FA with Intercom, follow these steps:1. Log into your Intercom account on your computer.2. Go to your Preferences page by clicking here.3. Toggle off "Enable 2FA".4. After disabling 2FA, toggle it back on to set it up with your new phone.5. Scan the QR code displayed on your computer screen using the authenticator app on your new phone.”  It would also help if the title was “How to reset 2FA or migrate authenticator app to a new device” or something like that. Thanks in advance!   

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    1 year ago
    Cameron DiiorioNew Participant

    Add keyboard arrow functionality for improved tagging workflowsSubmitted

    I would like to propose a solution to an issue that my team has come across when trying to create tags within the Intercom Knowledge module. Currently, it is not possible to use the down arrow + Enter key to select and assign existing tags when searching for existing tags using the search bar. This shortcut is present on many softwares, and this would be a huge QOL improvement for us as we are working with multiple articles a day. The Intercom team’s help would be greatly appreciated regarding this matter!

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    1 year ago
    Thompson, MarkNew Participant

    Android SDK 15.16.1 Activity leakingSubmitted

    IntercomRootActivity shown to be leaking with the Android Studio memory profiler. Steps to repro:Launch your app in debug, or attach debugger. Launch Intercom with a call Intercom.client().present(IntercomSpace.Home) Close Intercom completely.  Go to Profiler->Memory then Capture heap dump. Android Studio should report IntercomRootActivity as leaking. Alternatively, if you’re using LeakCanary, it will show over UI because it is detecting this leak.  

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    1 year ago
    Support AdminNew Participant

    Mobile messaging workflow requires unnecessary user interactionSubmitted

    Why does the Intercom workflow trigger for “opens a new conversation in the messenger” require a reply button on mobile?Our goal is simple: we want to automatically send an introductory message as soon as a user opens a conversation on mobile, without forcing them to tap an unnecessary button first. This extra step creates friction and isn’t user-friendly.Unfortunately, switching to the “Customer sends their first message” trigger isn’t viable either. Many users won’t know they’re supposed to send a message at all unless they’re guided, so waiting for their input first defeats the purpose.Disabling the error message would solve this problem immediately. 

    0
    1 year ago
    rconwayNew Participant

    Allow Fin to respond to reply buttonsSubmitted

    Currently Fin only responds to questions that a user types into Messenger - however in some cases it is more helpful to provide the user with reply buttons so that they can ask common questions quickly without typing (or to give them ideas of the kinds of questions they might like to ask).However currently Fin will not treat the user clicking a reply button as something it can respond to - I think it would be helpful to allow this.

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    1 year ago
    Alif HamkaNew Participant

    Sending reminder or messages before abandoned workflow conversations is closedSubmitted

    Hi Intercom Team, In this documentation https://www.intercom.com/help/en/articles/7872967-auto-close-incomplete-workflows-conversations it says that we can customize a message when the chat auto close due to abandoned workflows.But the option is nowhere to be found.After going back and forth with your team, they confirmed that the custom message is only available when the workflow use FinAI, and regular workflow doesn’t have this capabilities.This is completely misleading and the auto-close is not helpful and even create bad customer experience.Please fix this and add the proper feature as promised in the documentation.Thank you.

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    1 year ago
    Cassandra D12New Participant

    Email subject line to be visible without needing to clickSubmitted

    Currently when an email comes through, the subject line isn’t completely visible and you have to click on the message to view it.  Some clients who are not technologically savvy can write their full emails in their subject lines. 🙄 We would like to be able to see the full subject line without having to go find it/click to view. This would ensure that no important information is missed.

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    1 year ago
    Angie WallsNew Participant

    Ability to bulk open conversationsSubmitted

    Hello, Often times I am utilizing a report drill in and I want to open every conversation (case) for review. Can you please add a bulk open option?Currently, I have to click each one individually. It also will pull me into each new tab as I open it so I have to go back and forth opening each one.I’d imagine this being a multi-check box select option with a “select all” option as well but open to your expertise.Thank you for your consideration. 

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    1 year ago
    Brice BENENew Participant

    Reusable workflow for customer tickerSubmitted

    We are using a lot the tickets to handle the follow up of our clients (tons of steps). Backend is playing with ticket states which enable different workflow. Currently we have a single massive workflow to handle everything because we cannot split it into several reusable workflows. Worst, we have to manually duplicate it for different events that triggers the workflows. Here is the list: Ticket is created Ticket state is updated Customer has been unresponsiveIt means we have to maintain 3 times the same behavior. Of course, this leads to tons of possible human mistakes.  This idea might be linked to this one but more detailed with explanations of our workflows. 

    0
    1 year ago
    Daniel Rönnberg
    Daniel RönnbergActive User

    Tie snippets to articlesSubmitted

    When writing help articles, there are often pieces of information that shouldn’t be publicly visible or are only relevant in very specific scenarios. A common example is notes about known bugs that haven’t yet been prioritized for resolution.Currently, I handle this by creating internal snippets and adding clarifying context where possible. However, it would be extremely helpful if we could tie specific snippets directly to articles, without making them publicly visible. This would: Allow us to maintain a single source of truth, even for edge cases or temporary issues Enable Fin to use these internal notes when assisting users, leading to more accurate and context-aware responses Reduce the need for support agents to rely on memory or scattered internal documentation This kind of backend tagging or linking could make our support content more flexible and powerful.

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    Daniel Rönnberg
    1 year ago
    Henrik R
    Henrik RActive User

    Shareable Knowledge Base Article LinksSubmitted

    I'd like to request a feature that allows us to generate shareable links to internal help center articles within Intercom.Purpose:It would significantly improve our internal collaboration if team members could share a direct link to an internal article (not visible to end users), for example in a chat or note. This is especially useful when referencing documentation in conversations with colleagues — instead of asking them to search for an article by title or keyword.Suggested behavior: Internal articles should be shareable via a link. Access should be restricted to Intercom teammates by default (based on login/permissions). Ideally, link previews (e.g. title/snippet) could also be shown in conversations or notes. This would streamline our internal workflows and make knowledge sharing much smoother.Thanks for considering!Best regards,Henrik RossiniTextalk Group

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    Henrik R
    1 year ago
    DeanBENew Participant

    Conversations without topicSubmitted

    I try to keep track on my topics, so I should need a view where I can see the messages without topics.I know that you can’t cover all the messages, but I need to know what kind of messages where we don’t see a trend.

    0
    1 year ago
    Jane WierdsmaNew Participant

    Unique URL for MacrosSubmitted

    Users only have the ability to link to the full list of macros. Having a URL for each individual macro would:Improve collaboration for macro drafts  Enable audits by linking each macro on external documentation Allow managers to link to macros during training or while providing conversation feedback 

    0
    1 year ago
    Maksim KononenkoNew Participant

    File Attachments During Ticket CreationSubmitted

    Currently, we’re unable to attach pictures or files when creating a ticket through the new widget. To add attachments, we need to go back to the portal, locate the ticket, and then upload the necessary files. It would be highly beneficial if the widget allowed file attachments at the time of ticket creation to streamline the process.

    0
    1 year ago
    Nate E.
    Nate E.Connector

    Native Quality ToolSubmitted

    Would love to see Intercom add a Quality Management tool (similar to EvaluAgent, MaestroQA, Scorebuddy, Balto, etc.) using the power of Fin. All the key features of a tool like this such as Quality Standards/Attribute creation, Manual Scorecards, Reporting, Calibration, etc. but with the ability to train fin on the standards and forms to do auto scoring to the standards. This could be incredibly powerful when combined with the CX score...tells the story from the voice of the customer (CX) and from the voice of the business (QA). ​@Arlene Trompczynski ​@Gerald Prado 

    1
    Luka Dujmovic
    1 year ago
    Innovator ✨
    Gerald PradoInnovator ✨

    Configure the App Details Layout by TeamSubmitted

    We want to configure the layout of Apps in the Details panel for team inboxes. At the moment each team member can update their personal view, but we want to set up a standard layout for our team.I haven’t found a solution yet in the documentation, and this would be great for creating layouts for teams at different levels/orgs.  ​@Arlene Trompczynski ​@Nate E. ​@Nathan Sudds 

    0
    Innovator ✨
    1 year ago
    Nate E.
    Nate E.Connector

    Send surveys via channel other than contact channelSubmitted

    We would like to be able to natively (via Workflows and Fin Tasks) choose the method by which surveys will be sent to customers after interactions. For instance, we’d like to be able to set up phone surveys that send via email or text rather than on the phone. I know this can be done manually via outbound messaging, but it isn’t connected to the conversation for scoring so that’s a barrier. ​@Gerald Prado 

    0
    Nate E.
    1 year ago
    ImmortalNew Participant

    Improvement for WorkflowsSubmitted

    We need to change schedule in multiple workflows depending on holidays a lot and it’s very hard to click and unclick some time frames https://prnt.sc/HtljKu14vKxhIt would be much easier if we could simply highlight necessary time options by selecting them with mouse, not with a mouse click on each option.Also, if workflow is active (not scheduled) we can’t schedule it for a specific date anymore https://prnt.sc/MkY_hUzFAY33 because only workflows in draft can be scheduled https://prnt.sc/gAyIWlKMelfXSo the only option is to duplicate them. But what if I have 18 workflows or even more, it’s time consuming

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    1 year ago
    Jack OddyNew Participant

    Assign a brand to a contactSubmitted

    When using multiple brands in intercom, it would be useful to be able to assign a brand to a contact - since customers will expect to continue to communicate with the same brand they converted with. Implementing comms based on brand (via events) - having contacts strongly linked to the concept of a brand within intercom would make it much easier and safer.  Right now we can get the same effect through custom attrs on the contact model - but having it actually linked to the brand makes more sense and would be less prone to error.

    0
    1 year ago
    Jeanne MerchantNew Participant

    Team comments on drafted edits in articlesSubmitted

    I would love the ability to exchange feedback on drafted edits in an article within Intercom, to reduce redundancy in our processes and make our article history more consistent and discoverable. Currently, we are managing edits in multiple platforms because we cannot comment in Intercom articles.

    1
    1 year ago
    Connor BeanNew Participant

    Use Fin AI to tag conversations automaticallySubmitted

    We use an external AI software to tag and escalate conversations… this means we’re linking Intercom to that external software.We’d like to see conversations auto tag based on machine learning from Fin and keep it all within the Intercom ecosystemAlong these lines, we’d like to import our NPS data into Intercom so then the tagging can happen on the feedback as well. For HIPAA compliance, we track feedback from NPS pretty closely, especially in the (extremely rare) case a customer reports an injury - because we need to document that accordingly for FDA purposes. Having Fin be able to 1) tag an interaction based on machine learning from our interactions and then 2) have a workflow where if a certain tag is used, an action happens like automatically filing a back-office ticket

    0
    1 year ago
    Beer van BaarleNew Participant

    Idea for when closing a ticketSubmitted

    Dear Sir/Madam, I have a question about Intercom that I sometimes struggle with. When I’ve just replied to a customer and then close the ticket, it immediately brings me back to the top of the inbox list. That’s quite annoying, especially if you were working somewhere in the middle of the list of messages.I thought it might be a good idea if, after closing a ticket, you would simply stay in the same place in the list instead?Kind regards, Beer van Baarle 

    0
    1 year ago
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