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    3164 Ideas

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    Corrine Altass HyeNew Participant

    Change initial triggerSubmitted

    Currently, once a workflow is created and a trigger is set, it cannot be modified without creating a new workflow. Additionally, there's no option to duplicate a workflow and edit the trigger, making it highly inconvenient when adjustments or multiple iterations are needed. 

    1
    Michaela Hone
    Forum|Forum|1 year ago
    Adelaide Ayres
    Adelaide AyresNew Participant

    Assign Users to Brands w/ Default Signatures and Help CenterSubmitted

    When managing multiple brands in one Intercom instance, it would be helpful to assign users within Intercom (internal employees) to specific brands. That way, when they send emails, it would use the default email signature associated with that brand, and when they send articles to customers through Intercom chat, the default help center that shows up would be associated the Help Center for that brand, rather than the default for the organization.

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    Adelaide Ayres
    Forum|Forum|1 year ago
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    Alex RublevNew Participant

    Required Feature: Option to Disable Spam FilterSubmitted

    Don't pass by—give an Upvote if you want to ensure your clients' emails don't get lost in the spam folder!The built-in spam filter often flags legitimate emails as spam, making them easy to miss. This is unacceptable, especially since there's no option to disable it! Please add this feature as a matter of urgency.

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    Michaela Hone
    Forum|Forum|1 year ago
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    Julia FinomNew Participant

    More/Different custom Snooze optionSubmitted

    Hey! Customised snooze times are great option - agents save a lot of time with it!This is why we’d like to be able to edit the default snooze duration as the current ones such as ‘snooze for a week’ or ‘one month’ are not really much of us for us. It’d be great to have possibility to adjust them. Usually the time frames we share with our customers are around getting back with an update within next 24-48, sometimes more hours. The snooze time depends on the complexity of the case.Thanks!

    2
    Michaela Hone
    Forum|Forum|1 year ago
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    ChelseaNew Participant

    Allow macro body content export to a CSV and export of all macrosSubmitted

    It would be a huge help for training and content review if we could export all macros including body content to a CSV. Even better if their associated tags and actions were exported to columns so it’s easy to see what each macro does.Right now if managers want to collaborate on macro content improvement, macros have to be manually copied and pasted into a doc. We have over 600 macros and I’m sure other organizations have many more. Zendesk makes macro content export pretty straightforward. Please help save us time and add this capability!

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    Forum|Forum|1 year ago
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    Andre PeeblesNew Participant

    Proactive File Upload RequestSubmitted

    A outbound proactive support feature that would allow you to target users based on events/attributes and request files(s) to be uploaded. Posts already allow document upload on Web, but it would be beneficial if it worked on both App & Web and was focused more on document intake. These files could then be stored in a customer ticket if provided. Use cases: Missing verification document, Additional documentation/proof required, etc.

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    Forum|Forum|1 year ago
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    Ellen S11Active User

    True Custom ReportingSubmitted

    I would like the ability to build a custom report from all areas inside Intercom. Currently, I can only build a custom report around Conversations and Tickets. As the CMO, I need custom reporting around Outbound. The specific pain point I’m feeling right now is trying to find patterns in our NPS promoters/passives/detractors. I want to see if I can find patterns in each of those buckets. My only option inside Intercom is to go to the Contacts section, choose an NPS score range, and then manually add an additional filter (such as First Seen), record the results number, remove the filter and try a new one. It’s tedious and manual.  I can download the results as a CSV and then try to manipulate the data, but we have a lot of custom attributes and it’s still a very manual process. This is a report I would like to look at monthly, so having to go through so many steps when all of the data is right there in Intercom is frustrating. 

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    Forum|Forum|1 year ago
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    Ben FletcherNew Participant

    Allow per-user authentication for custom actionsSubmitted

    Our core business is subscription-based and therefore have a lot of information in relation to users and their subscriptions / deliveries. We would love to have Fin be able to take actions on a user’s behalf such as “move my next delivery back by a week”, “update the contents of my next order / subscription” etc.As it currently stands, to do these actions we would need to provide application-level access for Fin to execute on these actions and that is a security risk - it would have access to our whole API (GraphQL based) and be able to make changes arbitrarily with little effort. If this access was compromised an attacker would effectively have admin access with a single token to our company data.To rectify this, we would love to have per-user authentication for custom actions using something such as JWT that can sign and encrypt each individual request for an individual user.Having the ability for a user to handle simple changes or queries inside of Intercom messenger and with the help of Fin would be a huge benefit for us and allow our customer support teams to focus on more complex queries and handling the vital cases for customers.

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    Forum|Forum|1 year ago
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    HeadquartersNew Participant

    Search (filter) Contacts by Company nameSubmitted

    It would be great to be able to search for contacts by company name when adding a ticket or conversation to the inbox.

    0
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    Forum|Forum|1 year ago
    Alina Karimova
    Alina KarimovaNew Participant

    Auto-Expiration for ChecklistsSubmitted

    Introduce a feature that allows checklists to be automatically deleted after a configurable period. Users should be able to define the retention period before a checklist is automatically removed.

    0
    Alina Karimova
    Forum|Forum|1 year ago
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    Gaby RicoNew Participant

    Ability to select Internal Notes, Public Replies, or both when selecting Participant Is Teammate in Conversation TopicsSubmitted

    Our team does a lot of internal comms in internal notes, so lots of discussion and questions are asked in conversations. We want topics to “read” what we are saying (sometimes our language about a topic is more consistent than the customer’s) but currently topics will ‘read’ internal notes, which decreases accuracy because that could include new hire questions, theories, and otherwise irrelevant info to what the conversation is ultimately about.  As a “fix” we have had to change topics to only read customer messages, but this ultimately decreases the amount of conversations being automatically assigned a topic.

    2
    chaloemkhompitoon
    Forum|Forum|1 year ago
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    Mark UsmanNew Participant

    Ability to edit internal messagesSubmitted

    Hey guys - I love everything about Intercom however one thing that I really miss is the ability to edit internal message to get rid of any typos just slip through. I understand it won’t edit the email that’s been sent to the tagged user but it would still be helpful if we could edit the message locally. Such messages can be labelled as “edited 2 mins later” or something like that so that the receiver doesn’t wonder about the discrepancy in the email and the actual message in the intercom app. Hope that makes sense.  

    4
    chaloemkhompitoon
    Forum|Forum|1 year ago
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    KlausNew Participant

    More then 1 customer conversation per ticketSubmitted

    As of now, when chating with a client and creating a back-office ticket for his issue (or whatever) you cannot create another customer conversation to follow up with the client via email when its resolved.  There are only ‘side conversations’ left available, which is for external partners and work differently. 

    0
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    Forum|Forum|1 year ago
    Angel Horowitz
    Angel HorowitzActive User

    Phones - Automate Team Assignments (Outbound Calls)Submitted

    Goal:Remove the need to assign the team on every outbound call. Solutions:Ability to either assign this at a Brand / Team level Ability to build a workflow for thisImpact:Reduces the risk of user error in forgetting to set a team Cuts out a step for the agents 

    0
    Angel Horowitz
    Forum|Forum|1 year ago
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    Erin from HallowNew Participant

    Add web vs. mobile article formatting optionSubmitted

    We would LOVE to be able to toggle between instructions for web vs. mobile when outlining steps in our articles. Something like this from slack: https://slack.com/help/articles/27452748828179-Use-lists-in-Slack#desktop-2 Our product works on both mobile and web but sometimes the steps are different. A formatting feature like this would be amazing. 

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    Forum|Forum|1 year ago
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    ViniciosNew Participant

    Allow Internal Notes in Workflows for Bot Editors OnlySubmitted

    Hey everyone, I’d love to suggest a feature for Intercom Workflows: the ability to add internal notes (comments) that are only visible to bot editors, without being included in the actual conversation with users. Right now, our team has resorted to a workaround—creating a custom attribute called INTERNAL NOTES where we manually store additional information. However, this isn’t an ideal solution, as it’s not designed for quick reference or team collaboration within the Workflow editor. A dedicated internal notes section within each Workflow would help bot editors:✅ Add context or explanations for specific Workflow steps✅ Keep track of decision logic without affecting the customer experience✅ Improve collaboration among team members working on bot automations This would be a simple but powerful improvement for teams managing complex Workflows. Thanks!

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    Forum|Forum|1 year ago
    D
    Daria SabinNew Participant

    Closed conversations on first contact rate as a Custom ReportPlanned

    I’m having a great deal of pain with this lately. We’re trying to track the percentage of conversations fully resolved by a single agent. Great news: such a report exists, called Closed conversations on first contact rate. Awesome!Bad news: it can not be added as a custom report! I need to filter it by teammate assigned for the whole team - and specifically by the teammate, not by team (due to internal procedures filtering by team is useless). The report doesn’t support filtering by Teammate: belongs to Team X, it can only be filtered by selecting each teammate one after the other.I have to do this every morning!! I go into Effectiveness, click on the filter, select Teammate and then select each teammate one after the other in the dropdown. It’s so annoying!!! My one saving grace is that there’s only 10 of them - I shudder to think what I would need to do if a had a large team…Please please please add this filter or let me add the report to my custom ones where they can be filtered!

    1
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    Forum|Forum|1 year ago
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    Gyuri van de BiltActive User

    Enhanced CSP Compliance: eliminating 'unsafe-inline' requirementsSubmitted

    For security (but in our case also regulatory requirements) we need to strictly adherence to secure Content Security Policies (CSP). Currently, Intercom requires the use of unsafe-inline for styles in the style-src directive, which undermines security and fails to meet compliance standards.We propose a solution that ensures Intercom can function seamlessly without requiring unsafe-inline by introducing nonce support for inline styles or externalizing injected styles.Possible solutions:Nonce Support for Inline Styles: Allow Intercom to detect and apply CSP nonces from the host application’s CSP configuration. Use the nonce value specified in the CSP meta tag or header for all dynamically injected styles, ensuring compatibility without sacrificing security. Externalization of Injected Styles: Intercom-generated inline styles are automatically converted into external stylesheets hosted on Intercom's CDN. The external stylesheets can then be whitelisted in the CSP using specific domains (e.g., https://*.intercomcdn.com).

    8
    mateusz.leszkiewicz
    Forum|Forum|1 year ago
    T
    Trevor DeVoreNew Participant

    "Delete an external page" in v2.12 of the API should support deleting external page using only source_id and the external id from sourceSubmitted

    v2.12 of the API added official support for AI Content. My request is that the Delete an external page API be expanded to work like the Create an external page (or update an external page by external ID) API does in that you can deleted an external_page using only the source_id and the external id from source. This will allow 3rd party integrators to build integrations without having to create a lookup table/database in order to map source content ids from the 3rd party data source with the external_id that Intercom creates.Ideally a 3rd party could connect existing webhooks in the 3rd party application to the Intercom APIs. With the current API design, however, a 3rd party has to do a lot more work to store the Intercom value. This complicates the integration considerably.The good news is that “Create an external page (or update an external page by external ID)” already behaves the right way. Prior to the release of v2.12 there was a bug in that API call, but I was pleased to see it was fixed. My team just tested the API and we can indeed create and update an external_page in Intercom using only the source_id and the external id in the source. If “Delete an external page” is updated to support the same functionality then an 3rd party integrator can create content in Fin, update that content when it changes, and delete the content when it is no longer relevant in a very straightforward manor. The only mapping that needs to be stored is the source_id. 

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    Forum|Forum|1 year ago
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    Michael DavisNew Participant

    Need faster response time, or acknowledgment, between surveys - 1 min is too longSubmitted

    We are triggering surveys on demand via a UI element that allows users to submit as many surveys as often they like. The problem we have is the 1 minute delay between survey launches does not provide any feedback to the user (i.e.. please wait) and is too long for the way people are using it. Looking for better handling of this situation on the Intercom side. We moved from Qualtrics which dodged not have this issue. 

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    Forum|Forum|1 year ago
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    Daphne VijnNew Participant

    Draft versions in live SeriesSubmitted

    It would be great if you could create drafts within your series, just like with articles. This way, you can optimize a serie that is already live. 

    0
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    Forum|Forum|1 year ago
    S
    skridulisNew Participant

    Shadow or frame around images in Knowledge Base articlesSubmitted

    When article has screenshots (images) with white background sometimes it’s tricky understanding where is article’s text and where is image (text is part of image). Functionality to add shadow or frame around the image should solve this - article’s reader will understand where is image (will see it’s borders).

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    Forum|Forum|1 year ago
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    Ian WindConnector

    Ticket-Specific Workflows Trigger called "Ticket Attribute x is Updated"Submitted

    Are there any plans to add more Ticket-specific Workflow triggers? I have ticket-specific SLA's, and can only get them to update automatically via Workflows based on the "ticket state is changed" trigger. If a ticket-specific Workflows trigger such as “When a ticket attribute is changed” could exist, and then we could specify the attribute and the corresponding action based on it’s new value, that would be great.  

    3
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    Forum|Forum|1 year ago
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    Gaby CabreraNew Participant

    Enable triggers in workflows based on automatic actions and not only in action fired by a teammate or a customer.Submitted

    We'd like to create a workflow which trigger is: 'if the state of a ticket changes' disregarding if it was an automatic action in the backend or an action fired by a teammate or customer.Currently, we have automatic actions in back-office tickets which are carried out in the backend and we’d like to set some workflows to action more things but since the actions in these tickets are carried out by our bot, we cannot create workflows that apply to these tickets since the action is not carried out by a teammate or customer, but by our bot. 

    2
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    Forum|Forum|1 year ago
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    Bradley CoyleNew Participant

    Reporting Filter - Start Date With Rolling End DateSubmitted

    Hi Intercom Team! We would love to see a feature that allows to filter reports with a set start date and then allow for the “end date” to continue in a rolling manner. As an example: set the start date for 10/25/2024 and show data up to the current date, or the previous date and have it continually roll as the days go by. So if the current date is 2/25/2025 have that filter show data for 10/25/2024-2/24/2025 or 2/25/2025...if the current date was 3/15/2025 have that filter show data for 10/25/2024-3/14/2025 or 3/15/2025. Thank you for considering these ideas!

    0
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    Forum|Forum|1 year ago

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