Inbox

Hi Intercom Team 👋🇬🇧, ℹ️ Feature Request: ✨ AI-Powered Semantic Prioritization & Smart Sorting 🤯 The Problem: Chronological BottlenecksCurrently, conversation sorting is limited to chronological or rigid SLA-based metrics (e.g., "Last activity" or "Next SLA"). In a high-volume environment with 30-40 open chats, this "dumb" sorting treats a simple "Thank you" with the same urgency as a "System Down" emergency. Agents waste significant mental energy manually triaging lists to find critical issues, leading to burnout and delayed responses for high-value customers. ✍️ The Solution: Semantic AI SortingWe propose adding a ✨ AI Priority sorting option to the conversation management dropdown. This feature would utilize a "Middleware Triage" to analyze the intent and sentiment of every incoming message in real-time. 😇 Dynamic Triage: The AI automatically identifies and bubbles up frustrated users or high-intent leads (e.

Please make this possible.

In the instance where you have resolved a clients original question, and they reopen the ticket after a number of days/weeks with an unrelated query, what is the most efficient way (least number of clicks/typing) to take their latest query and have this log separately?The advice from before () seems outdated as Linked tickets are now grouped into Tracker, Back-office, or Side, which this doesn’t seem to cover (unless I’m misunderstanding the use cases).Thanks!

Hey Connectors! Our Inbox product team are looking for feedback on which bulk actions you'd like to be to do in the Inbox. So, let me know in the comments!

Hello! I’ve noticed that when a customer replies to a ticket, that the status will remain Resolved for instance. Shouldn’t the status change back to In progress perhaps? 

Currently the subject for the ticket notification is seen  as the first message in the coversation on the ticket which is ‘Create a ticket’.

At the moment, it is not possible to merge tickets that originated via email or messenger with tickets created from a phone call.In practice, many of our customers follow up on the same issue across multiple channels. Not being able to consolidate this information into a single ticket makes handling these cases unnecessarily cumbersome and error-prone.We consider this a significant limitation and would strongly appreciate support for merging these tickets across channels.

Hey everyone,We’re looking for insights on how to effectively use Intercom’s ticket tracker to manage feature requests and bug reports. Here’s our current setup, and we’d love to hear your thoughts, suggestions, or any case studies from the community!Our Current ApproachWe have a module in our app called "Customer Management," which frequently receives customer requests for enhancements and bug fixes. To streamline tracking, we created a tracker ticket type named "CRM Module Enhancement Requests."Each request is logged as a separate ticket with a specific title, such as:🔹 Customer’s Address adding feature🔹 Customer’s purchase profile Feature🔹 Customer’s Phone Number edit option  Our Goals✅ Identify which modules receive the most customer re

Hey Team,We rely heavily on snoozing as a core part of how we manage high conversation volumes. When there's no pending action on our side, agents are expected to snooze conversations for a few hours so we can keep our views as clean as possible and handle incoming volume more effectively.We also have open conversation limits set per team member and use Balanced assignment — however, one of the challenges we're running into is that agents aren't snoozing consistently. Conversations with no action item on our side are being left open, which blocks Balanced assignment from triggering properly and puts us in a loop of having to manually check that everything is snoozed correctly.Do you have any ideas on how we can address this without requiring a manual action from the agent each time? We're considering leaning more into the Idle status or exploring other options, but would love to hear what's worked for others.On a related note — how do you handle inactive

When searching for conversations or tickets or viewing a list created by a view, we often want to apply bulk updates to the list of conversations or tickets. Currently, the list of changes you can make to a conversation/ticket is very limited. We would like to be able to change any conversation or ticket field whether standard or custom field. Example:I have a view showing me tracker tickets. I want to bulk update all tickets in this list with a value from a custom ticket field called ‘Product’. I cannot do this at present.

Sometimes a conversation/ticket comes in a way that doesn’t trigger the usual Fin workflow.  Is there a way to assign it to Fin so they can handle it.

Is it possible to add bcc to an outgoing email from Intercom?

 This really annoys me;Why can I View and Bulk Edit the Fin Permissions of Articles in the view-all-articles screen, but I cannot view or bulk edit the Visibility Audience of the Article??Also, Why dosen’t Visibility Audience utilise the preset Fin Audiences, which are super useful, I have to manually configure entire collections of articles, the same rule sets each time, if that rule ever updates, I cannot easily find those articles, or edit the rules!Super infuriating, this set up is not a serious help centre for multi-country companies with variations of policy per user group.

Fin autofills ticket descriptions and titles, but in the language of the customer. This is a good feature for customer-facing tickets, but our 2nd line support are only speaking English. We need to be able to set the language of Fin’s auto descriptions. 

Hi everyone,We’re trying to understand how Brand assignment works for WhatsApp conversations in Intercom.Currently we have:2 Brands in our workspace 3 WhatsApp numbers connected to Intercom 2 numbers belong to Brand A 1 number belongs to Brand B Right now, both incoming and outgoing WhatsApp conversations are always assigned to the default Brand, regardless of which WhatsApp number is used.What we would like to achieve is the following:If a conversation is received through WhatsApp number 1 or 2 → it should be assigned to Brand A If a conversation is received through WhatsApp number 3 → it should be assigned to Brand B When an agent starts an outbound WhatsApp conversation and selects a specific sending number, the conversation should automatically inherit the Brand associated with that number.

I just migrated to the new inbox, and it's pretty great so far, but I've not been able to find a way to edit user notes from it. The old inbox had this functionality. Now, I have to open the user's "contacts" profile in a separate tab, and then edit from there. Is this the only way to achieve this? Also, I was hoping with the new inbox there would be a way to delete user notes, but it doesn't seem that functionality has been added. Seems like a real oversight.

When teammates are out of office (planned or unexpectedly), how are you handling their conversations that become unsnoozed? We use the Reassign Replies option to handle customer that reply to conversations assigned to an OOO teammate, but we’re struggling to know what to do with conversations that become unsnoozed without having someone monitor the inbox to keep it tidy.  We don’t want to use a workflow for when a customer has become unresponsive, because sometimes we’re waiting on an update from another team (like engineering). If you have solutions for this problem, too, I’m all ears. Should we do a back office ticket if we are waiting on the engineering team?  Thanks in advance for any suggestions! 

Hi there, We’re currently using DialPad, but we’re interested in moving over to Intercom. We like the UI difference, and the ease of usage throughout the app. However, I noticed when I text the number I call, it doesn’t send a text message to the “ticket”. Would I be able to get the calling number, work with the SMS texting number? Otherwise, it seems a bit impractical to communicate with clients, where they don’t know which is our actual company number. For example, should my website have the two numbers listed? That comes off a bit misleading. What’s a good work around?

How can I add tables to the chatbox? If I try to copy a table and paste it on the chat it was just plain text without a table. Can this be resolved?

When messages are sent via email, any signature footers (particularly complex HTML signatures) cause a lot of unnecessary bloat. Appreciate the reasons for not rendering the HTML, however ideally we'd like to strip out the footer but still be able to access it when viewing the "raw email". There are a couple of open source projects that aim to facilitate removing signatures:https://github.com/mailgun/talon/p>https://github.com/Smile-SA/signatureremover/p> Would this be a feature that Intercom is considering/would consider adding? 

Hi everyone / Intercom Team,I’m reporting a persistent issue regarding our workspace login process. Since last Saturday, several of our customer support agents have been unable to log in because the verification codes (OTP) are never delivered to our email addres.Problem Details: Issue: Verification codes for 2FA/Login are not arriving. Affected Users: Multiple support executives/agents. Duration: Ongoing since Saturday  Troubleshooting already done: Checked Spam/Junk folders (nothing there). Tried "Resend Code" multiple times with no success. This is significantly impacting our response times as a portion of our team is completely locked out of the platform.Is anyone else experiencing delays with Intercom’s em

Hi there, We’re currently using another provider, but we’re interested in moving over to Intercom. We like the UI difference, and the ease of usage throughout the app. However, I noticed when I text the number I call, it doesn’t send a text message to the “ticket”. Would I be able to get the calling number, work with the SMS texting number? Otherwise, it seems a bit impractical to communicate with clients, where they don’t know which is our actual company number. For example, should my website have the two numbers listed? That comes off a bit misleading. What’s a good work around?

Just released Conversation Metrics — an app that brings per-conversation performance stats into your Intercom inbox sidebar:First agent response time Median agent response time Time to assignment Customer avg response time Longest wait (with snippet showing where the delay happened) Snooze analytics (who snoozed, how many times, total duration) Time to close Message count ReopensHere's what it looks like:  It's free and available on Intercom AppStore: https://www.intercom.com/app-store/?app_package_code=conversation-metrics-vvnbHappy to

We want to export full extracts of our conversations from our workspace - how can I do this?

Just released an app that exports Intercom conversations to styled PDFs — includes metadata, attachments, participant info, and side conversations.It's free: https://www.intercom.com/app-store/?app_package_code=export-conversations-wtc5&search=export%20Here it an example: Happy to hear feedback or feature requests.