Intercom Product Area

It appears that the Apple icon on users’ messages has now been switched to a phone symbol; Android remains the same. Is this a glitch or a permanent change? Just checking, as the Apple symbol was helpful in quickly recognizing the OS of our users. 

Please make this possible.

It would be very helpful to be able to open a preview view of an article before pushing publish, just to be able to check formatting, spacing, etc.While I know the Intercom editor is set up to be WYSIWYG, it still is slightly different because you don’t have the interactive Table of Contents in the draft editor, the spacing is sometimes slightly different, and you can’t see how the breadcrumbs across the top will populate. Nor do you get a picture of what the final URL will be, which relates to this similar request: Draft View or Preview View of Help Articles.  

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.

We have unique URLs for every page for a user. For example, User A home page URL is: toddleapp.com/platform/32476/unitPlansUser B home page URL is: toddleapp.com/platform/99172/unitPlans Will product tour work here?

I’m trying to setup an onboarding checklist in which multiple steps will launch product tours. I have the first step setup and functioning fine, but the subsequent steps/product tours I cannot seem to configure to launch when/where it is needed. Here’s the issue:Our customer’s URLs are : subdomain.domain.com …..When a customer creates their account and logs in for the first time, they are brought to their homepage. The checklist appears and the first item in the checklist launches a product tour on that page. There’s no dynamic aspect to that URL, so we can simply setup the “Use your tour everywhere” setting to use {subdomain}.domain.comThat tour has them create a case/project in their dashboard, which generates a new page/URL. The issue arises here, because that URL is different every time, for every user, however, the URL itself is not unique to a user, meaning any user in that dashboard (which there are typically multiple) can access that case/project/URL. 

Hey all,Fin just let me know that data connector fields can’t really be used in a workflow- only through a procedure. I can run the data connector function through a workflow, but then I can’t actually access any of the fields that data connector found to further the conversation. The answer Fin gave me is that this can only be accessed via a procedure.Is this the case? If so, I don’t understand why this functionality would be locked behind Fin procedures- there’s nothing fancy going on with this API call that requires AI.   

Hi, Presuming this is not possible but it doesn’t hurt to ask! We currently have 2 separate websites set up with the same messenger brand, same workflows etc. However, in the near future, we need to change the messenger brand on site A. Once this is done, it means any conversations started on the Site A messenger will not be visible if the customer clicks on to site B mid-converstion, and vice versa. Does anyone know of any way around this? We want the actual messenger experience to be seamless, it’s just the branding that needs to be different.

I’m using series to promote webinars / events. Such a series won’t be relevant after a specific date. I can set a date to stop a single email or post from being sent out, but not pause a series? Please provide this feature so that I don’t send outdated information out to customers if I forget to manually pause a series.

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!

Hello team,Do Intercom have to option to change the sound for the ring when receiving the phone calls?Thank you

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!

I’ve been thinking about how customer support teams manage queries for content creation tools, especially those with a large non-technical user base. Free apps seem to generate a lot of repetitive questions like exporting issues, performance on different devices, or how to use certain editing features.From a support perspective, this raises a few questions:How much of these queries can realistically be handled through automation (chatbots, guided flows, etc.) without frustrating users? At what point does it make more sense to route users to a human agent instead of relying on automated responses? Has anyone here used Intercom to manage high-volume, feature-related queries like theseOpen to suggestions how others are balancing scalability with user experience in this kind of scenario.

How can I set up the Product Tour where it only happens on 1 page?I’ve set up the Product Tour where it should only appear on a specific URL, however, in the preview, I noticed it starts in other pages even after I finish the entire tour or skip it from the previous page. It seems to start with every new page I navigate to.  

Hey, we have a React Native app that uses Intercom via RN package. I can’t seem to press the top right X button to close the survey when viewing the survey from a customer demo account. Any ideas? Thanks!

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? 

We are using the trial version with Expert capabilities to assess if Intercom suits our needs. We want an AI agent to embed in our software products. This agent should provide level 1 support based on documentation content. If the agent cannot help, it should hand off to our Support and Product Team in Jira Service Desk by calling a data connector to create a new ticket via the Atlassian API.The challenge we face is that there seems to be no way to set a Title and Description or copy the conversation into attributes for the data connector.Is there a way to achieve this? We are not going to use Intercom Inbox, as our support team only will interact with our customers via Jira Service Desk.  using Message Body, just the first user´s message is returned, other attributes from Conversation category doesn´t seems to be working for a data connection.

Hello folks! I’m trying to workout how to (if possible) create a follow-up Ticket when a NPS Survey is below a certain threshold.  The NPS Survey is currently being sent up to once every 90 days, and my intention is potentially follow-up with user’s based on their response.  I want agents to be able to review the NPS Survey response, and optionally contact the user based on the feedback given in the response.  Therefore, I was thinking the best way to go about this would be to create a ticket containing the NPS Score and NPS comment, and then the agent will be prompted to review (and optionally contact) the user.  However, I can’t work out how to get this to work via a Series; I can trigger a webhook (but that doesn’t seem capable of creating a ticket). I feel like I could probably use an Action, but I can’t work out how to trigger an action via Series.  Has anyone come across anything simil

Hello!I´m experiencing the following issue. When I send a message, or reply to a message to certain Instagram accounts (only happens with IG), sometimes that message is sent 1 or 2 extra times. This represents a very poor experience for our clients and is very confusing and annoying when having a conversation.Hope someone can help.

The email composer/reply pane is too small.FinAI acknowledges that, as of Feb 2026, “The email composer in Intercom doesn't have a built-in option to resize or make the composition pane larger within a thread. The composer size is fixed in the interface.” It is especially limiting if you add screenshots, or have a long reply to review before sending to a customer.It would be more helpful if you could do a pop-out window for composing an email reply to a thread, thanks.

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