Intercom Product Area

Automate Holiday Calendar Integration

Would love to see a way to integrate the Country specific calendar for automatic holiday setup? Right now, holidays have to be added manually, so having a built-in or sync option would make this much easier.

3 hours ago

Leandro SNew Participant

How to reset 2FA for other teammate?

4902

1 day ago

Victor LeiboviciNew Participant

posted in Knowledge

How do you keep your FAQ and knowledge base accurate releases after releases?

It’s the second time I encounter the same pain-point at a company: keeping our help center’s articles accurate as our release cadence accelerates. Our doc is becaming outdated. We create new articles for new features, but we’re always lacking the resources to update existing content impacted by those changes. That’s problematic because our product is available on iOS, Android, and the web, with small but important differences across platforms. To make things even worse, we are based in the EU and support three languages. The discrepancies between these languages became substantial, leading to increased support tickets…

6609

posted in Workflows & Automations

Davy De BlockNew Participant

SLA counters to account for holidays in office hours

When holidays in default office hours are defined, the SLA pushed the next SLA target after that holiday. Howerver, when the ticket is created within that holiday, the system cannot push the next target and the ticket breaches during the holiday. It would be nice if the SLA pushes the next target within the valid office hours also when the ticket is created with the holiday period.

Richard HarrisNew Participant

Setting Help Article Permisions per Article / Collection

We are looking to setup that certain users are only allowed to edit internal help articles but not general public help articles. Currently you can only set permissions for all article editing, not just certain articles or collections. This would allow our support team to update the internal articles they use for supporting end users via Intercom without disrupting the end user help articles carefully crafted by our Marketing Team

472

Product Tour can't continue into a modal that opens on click

Danny bensNew Participant

asked in Outbound

When a tour step's "click target" is a button that opens a modal (Radix UI Dialog), the tour doesn't advance into the modal. The next step's target lives inside the modal, but: Clicking the tour tooltip after the modal opens dismisses the modal (treated as outside-click). The modal traps focus / sets pointer-events: none on <body>, which blocks the Intercom tooltip from receiving clicks. Is there a supported way to: Have a tour step target an element inside a modal that opens dynamically, or Pause the tour, let the user open the modal, and resume on a target inside it? Our targets already use data-intercom-target. Tested on the latest Messenger.

242

hafilat balance checkNew Participant

license print check nepal

The License Print Check system in Nepal helps drivers stay updated on their license issuance process. Whether online or via SMS, it offers a quick and reliable way to confirm if the smart card has been printed and is ready for pickup.

4 days ago

hafilat balance checkNew Participant

Product Tour pointers not rendering correctly even after Intercom HTML attribution

hafilat balance check

Hafilat balance check lets Abu Dhabi commuters easily view their card balance online, at ticket machines, or through mobile services for hassle-free travel.

4 days ago

Ankit2709New Participant

asked in Outbound

I have successfully been able to integrate Product Tour for most of the platform. However, have a section within my platform where a workflow needs to be completed by the users.The workflow comprises of 4 steps and it’s a wizard style experience. all the 4 steps have the same URL and just the content on the page changes upon completing a step but the URL remains same.Issue: The pointers which are meant to appear on the step 2 of the workflow appears on the Step 1 itself. The CSS elements are not visible on the Step 1 but still the pointers appear.I have tried attributing the HTML with intercom <div> as well, the buttons are even highlighted in Pink within the tour editor after the attribution. It means the attribution worked, Despite this, the pointers appear on Step 1 instead of Step 2.

6805

6 days ago

Zoe StevensNew Participant

Hide Back Office Tickets from "All" tab

There should be a way to separate all back-office tickets from customer-facing conversations in the support queue. Ideally, they would have their own dedicated section in the Intercom dashboard so they don’t appear under the “All” tab, since these are not customer-facing tickets.

371

7 days ago

Kathleen BuckNew Participant

asked in Outbound

Confirmation of emails in Intercom through Outlook in outlook outgoing/sent folders

After starting a conversation or sending/responding in an email thread within intercom, is there a way to see it actually in the “sent” folder within outlook? I feel as though I cannot confirm if all my messages are actually being sent or leaving from my email address. I don’t like not being able to access outgoing messages from within outlook if they're sent from intercom but using the same email address..? Does anyone have any insight on this?

6224

7 days ago

Nat NgNew Participant

Redirects and Canonicals help, SEO Site audit

I conducted a site audit of my Help Centre and it returned a lot of redirects and 403s. The 403s I was able to fix. But the redirects and canonicals, I don’t know how to fix.Any help is appreciated.

2894

8 days ago

LouiseKleinNew Participant

Conversation Tags Update Adds Friction

I wanted to flag some feedback on the recent change to the Intercom tagging system (rolled out this past weekend), as it's slowed down our tagging workflow noticeably.Previous behavior: Typing a partial tag would surface a matching suggestion, which we could select and confirm by pressing Enter. This made tagging very fast.Current behavior: Partial matches no longer trigger suggestions — the full tag has to be typed or pasted before it appears. Additionally, the Enter key no longer confirms the selection; it now requires manually ticking the checkbox with the mouse.Together, these two changes have added meaningful friction to a high-frequency action. Would it be possible to restore the partial-match autocomplete and Enter-to-confirm behavior, or is there a setting we may have missed?

683

10 days ago

Mads EgmoseNew Participant

Fin AI: draft email replies for human review

[Deleted and moved]

270

11 days ago

Bryan SchoenmakerNew Participant

asked in Workflows & Automations

Capture feature requests & feedback with Intercom, any experience?

Using Intercom as a wishlist Our team is looking for a way to collect feature requests and feedback from our users. We have used third-party apps in the past, but we want to stray away from them for a number of reasons. My idea is to use Intercom for this. Our users would be able to select an option 'I have a wish/feature request' and build a workflow around that. My question to the community is: does anyone have experience with this? I am looking for tips, best practices and advice. The most important key points are:Convenience Users should easily drop their ideas with our team Overview Ideas/feedback/requests need to be grouped and segmented Automated Minimal teammate interference. Fin and automations should do all the work Public roadmap and public ideas are not what we're after.Open to your suggestions 😄

1043

11 days ago

MOTA車買取New Participant

The Help Center article discusses the ascending sort function.

I am using a translation tool to write this text.I would like a feature that sorts the Help Center articles in ascending order, from top to bottom, by publication date.The chatbot gave the following response:Currently, there are no plans to implement a feature that automatically displays collections in order of publication date within the Help Center.Currently, the only way to sort items within a collection is by manually rearranging them using drag and drop; automatic sorting (e.g., by publication date) is not possible.

431

11 days ago

yuri889New Participant

asked in Workflows & Automations

Script execution conflict causing Intercom Messenger to fail on mobile web views

Hi everyone,I’ve been working on integrating the Intercom Messenger into a custom web application, and I’ve run into a specific technical hurdle that I’m hoping the community can help with.I am currently using a delta vietnam setup to execute some background scripts and handle task automation within the site's environment. While everything works perfectly on the desktop version, I’ve noticed that when this executor is active in a mobile web view, the Intercom Messenger launcher fails to initialize. It seems like there might be a conflict between how the script executor manages the DOM and the window.Intercom boot sequence.I’m seeing a couple of related issues as well:I'm not sure if the asynchronous loading of the script executor is competing for resources with the Intercom snippet, or if it's potentially masking the user identity variables needed f

541

15 days ago

AbdelbakiNew Participant

posted in Messenger

Ability to Edit Sent Replies in Conversations

Currently, once a reply has been sent in a conversation, it cannot be edited and can only be deleted. This limitation can impact clarity and efficiency, especially when small corrections are needed (e.g. typos, missing information, or minor wording adjustments).We would like to request the ability to edit a reply after it has been sent, rather than requiring deletion and re-sending.Expected Benefit:Improves communication accuracy and professionalism Reduces unnecessary message deletions and follow-up messages Enhances overall user experience and efficiency when handling client conversationsSuggested Behaviour:Allow users to edit sent messages within a defined time window (e.g. 5–10 minutes), or Allow edits with an “edited” indicator displayed for transparency

681

16 days ago

bookletaiorgNew Participant

How do you share onboarding or feature explainer docs outside the Help Center?

We are trying to give prospects and new customers a cleaner way to consume onboarding material outside the standard Help Center flow.Right now I am comparing a few approaches:public Help Center collectionsPDF handoutsa short web-based booklet that sales or CS can share before handoffI have been testing Booklet AI for the booklet-style option because it turns a prompt into a shareable guide, but I am curious what other teams here are using.If you have done this well, what format worked best for adoption and follow-up questions?

300

16 days ago

Michael H18Active User

In the article editor, the image resize tool disallows dimensions from being typed in until an image has first been adjusted using the arrow keys. Is this expected behavior?

Notice that I'm unable to resize this image by entering the new dimensions until I've first selected one of the resize arrows from the toolbar, at which point I'm able to type in the values directly.

1463

18 days ago

Eric GNew Participant