Intercom Product Area

Currently, customer profiles show recent content engagement in the "Recent content" section, but this only includes messages, chats, surveys, and series - not news items. This creates a gap in understanding individual customer engagement with our announcements and updates.Problem:Support and success teams need visibility into whether specific customers have opened or engaged with news items to provide contextual support and follow-up. Without this information on customer profiles, teams must rely on aggregate news analytics rather than customer-specific engagement data.Proposed Solution:Add news item engagement data to the "Recent content" section on customer profiles, showing:Which news items the customer has opened Timestamp of when they engaged with each item Consistent formatting with existing message engagement display

To ensure proper moderation, we rely on a specific tagging structure. We need to configure Fin to automatically apply the relevant tag to the conversation immediately before the chat is resolved/closed.

We only allow inbound messages in our inbox from users (not visitors) as we want to be able to capture their email etc in order to be able to help them with their query.It’s therefore annoying that now that we have a help centre, users/visitors are able to start a conversation with us via the ‘did that answer your question?’ block on articles (if they say no). I wouldn’t mind, but I would want to capture their email automatically at the very least. It would be much more straightforward if we could just remove this block from all articles. I am OK with this affecting our metrics.

It would be great if one could mark a conversation with a specific emoji, to find it quicker when handling a specific theme. For example we sometimes have conversations wher it’s best to call the client. We don’t have time to call any time, but we set away time to do so. It would be nice to be able to mark the conversation that need to be called up - and then when you sit down to call, filter to see only those conversations. 

We have a macro that lists the chat hours, it would be nice to have tags in the macro that go by the inbound chatters timezone rather than the static hours that are posted for the timezone in the chat. It would reduce friction in that we wouldn’t have to edit the macro output before sending each time based on where the chatter is located ex: “Our chat hours are 7am - 5pm CST “      “Our chat hours are {(7am - 5pm)CST}”      “Our chat hours are {(time1- time2)Timezone}”all of those could be different tags of a sort I think. CST being the base timezone for the tag, then the listed times could be based on the input times and output different based on the chatter. This would also be good for any Fin AI outputs.

Duplicate options in Reusable WFsWe are trying to duplicate a RWF with de messenger option and its not available!!! :( If we want one now, have to make it from scratch instead of cloning it. Could you add that option on reusable ones? thanksYuli

ProblemAgents can currently close tickets even when they’re not assigned to a team. This makes it easy to close conversations prematurely or without proper ownership, which impacts reporting, accountability, and overall support quality. Proposed SolutionAdd an option to prevent agents from closing a ticket unless it is assigned to a team.Optionally, this could be configurable per workspace or role. Value / Benefit  Ensures every ticket has clear ownership before being closed Improves data quality for reporting and analytics Reduces accidental or premature closures Encourages better workflow discipline across support teams  Use CaseIn larger or distributed support teams, tickets often move between queues. Requiring team assignment before closure ensures the right

Hi Team,Coming from tools like n8n, the Intercom workflow canvas feels very "stiff". I get that the grid keeps things aligned, but it actually makes organizing complex shops harder than it needs to be.The Problem: Right now, you can’t manually group nodes or add much whitespace. This forces everything into long horizontal chains that are hard to read at a glance. To keep my screen clean, I’m forced to make dozens of Reusable Workflows just to avoid a messy canvas.The Solution: We need a "middle ground". Keep the snap-to-grid so things stay professional, but let us move nodes further apart or group them vertically.Why this helps:Faster QA: You can physically separate "Sales" paths from "Payment" paths to see how the logic flows.Easier Training: It’s easier to spot where a Handover is failing if the nodes aren't all bunched together.Better Organization: Solo managers can organize their "brainstorming" nodes away from their "live" n

Today, Intercom auto replies (Messenger and email) only support static text or expected reply times based on historical data (e.g. 7-day median first response time). There’s currently no way to adjust these messages based on real-time backlog or queue volume.Feature request:Allow auto replies to use dynamic variables tied to live operational data—specifically backlog size or queue depth—to communicate a more accurate estimated response time.Example use case:If backlog is low → “We typically reply within ~1 hour.”If backlog is high → “We’re experiencing higher volume and expect to reply within ~24 hours.”Why this matters: Sets clearer expectations during traffic spikes Reduces follow-up messages like “Are you there?” Improves customer trust and transparency Helps teams avoid manually updating a

Our database is not linked to Intercom and we cannot upload a list of users because we deal with PHI so need to limit contact information to those we correspond with, so ALL contacts are leads. We have many, many duplicate leads and need to be able to merge them so all of their conversations (phone, emails, tickets, etc) are together. 

The problem is two fold, this ticket focuses on the second point below:Intercom only allows the merge of duplicate leads into users (which will get it’s own ticket) Currently a lead is only changed to a user if the system detects an account has been created, or if we import a list of users. We do not currently have our database linked to Intercom and deal with PHI so it is important we keep data sharing to as needed, so importing a full list isn’t ideal.We should be able to manually change leads to users so that we can then merge duplicate leads into the matching user. 

It would be great to see some reporting improvements for articles. Article view by language. We are now supporting 7 additional languages in our Knowledge Base. It would be helpful to measure the success of these articles by seeing how many users are viewing the articles in French or Italian, etc.  Article views by customer. Perhaps this exists already but I can’t find a way to see the number of views by customers to see if an article is being utilized to help customers that are writing in with specific problems. 

Would be great to be able to color code inbox by statuses, so you can quickly view an inbox and see the status of all items.

As can propose Zendesk, it would be more efficient and easier to organize the macros, if we were able to create a single macro, for different languages. 

I want to be able to quickly snooze conversations as I respond, but 1 day is too short, and a week too long. I would like to be able to set up for my user profile so that I can choose my default snooze times available in the send and snooze menu. 

Please can some improvements be made to the Help Centre’s search functionality? Currently it isn’t really up to industry standard and is providing a poor user experience• It doesn’t pick on synonyms/different terminology - so without keyword-stuffing (which is bad practice and poor UX), content gets missed. Already raised by someone else here, here and here a year ago and still an issue - especially when it comes to typos, Fin can detect these so the HC should be able to as well. Some typos appear to be accounted for but not all - we should be able to customise