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🎅 How to prepare your Fin AI Agent for Christmas 🎅

10 days ago

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2 years ago

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EtoNew Participant

Add Georgian LanguageSubmitted

My company relies on the Intercom as a tool for communication with customers, we have encountered some challenges when it comes to serving our Georgian-speaking customers effectively.One of the main issues we face is that Intercom currently does not support the Georgian language and it causes some difficulties while in communication. We have started to use a Language Override in workflows. However, we find that we are unable to fully address all cases.Also currently, Intercom does not allow us to publish a separate Help Center in the Georgian language alongside the English one.In light of these challenges, we have been actively researching other companies from Georgia that utilize Intercom and have found that many of them using Intercom.We kindly request that Intercom consider adding support for the Georgian language as an official language option.

SaikaNew Participant

Title: Articles API should support proper heading hierarchy, avoid duplicate H1, and allow native image uploadsSubmitted

When creating Help Center articles via the Articles API, there are a few limitations that make content structure difficult to manage:The article title is automatically rendered as H1, and the body also supports only H1 and H2. If you include an H1 in the body, the page ends up with two H1 headings, which is not ideal for accessibility and SEO. If you avoid H1 in the body, the first heading is automatically converted to H1, so the structure still becomes inconsistent.Additionally, images must currently be referenced via external URLs, which can create concerns around long‑term availability and accessibility when articles are referenced by AI or other systems.It would be very helpful if the API allowed:Full heading hierarchy (H1–H6) in the article body, or A way to prevent the title from being rendered as H1 when the body already contains one, and Native image upload support instead of requiring external URLs.

Chloe BNew Participant

Archive Macros / Hide seasonal MacrosSubmitted

It would be helpful to have a section where we can archive or house seasonal macros to not clog up the pipeline when they arent needed

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1 day ago

Parker VanderYachtNew Participant

Track Participated Conversations In Workforce ManagementSubmitted

Currently, workforce management tracks new conversations opened at a certain time but does not take into account unsnoozed conversations. For our company, conversations can span multiple days. The issue I'm running into is that the workforce management feature only counts conversations as soon as they are created and assigned to the team, not when conversations are unsnoozed on additional days. This causes a bit of a reporting discrepancy because, for example, 20 new conversations could get opened on Monday, but 60 conversations from last week got unsnoozed because the customer replied on Monday morning. Workforce management only shows that there were 20 new conversations today and that our team has a surplus of manpower. This isn't entirely true because there was actually a total of 80 conversations our team worked on today, not necessarily 20.

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1 day ago

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MartinD_kickresumeNew Participant

One‑click copy for User Data fields (e.g. user_id)Submitted

Right now, copying values like user_id from a user profile requires selecting the text and using Cmd/Ctrl + C. This adds friction when you need to grab IDs quickly during support or debugging.It would be much faster if each field had a one‑click copy button (for example a small copy icon next to the value).Why this helps:Reduces repetitive actions Improves workflow speed Less friction

Stephen OakesNew Participant

Allow Messages from bots/workflows/forms to be sent over to a conversation via the Slack integrationSubmitted

Currently, we have a channel were non-support agent members of our company can ask our support team questions, and that information is collected in a form that is then posted to the channel. We’d like to use the Slack/Intercom integration, but as is, bots/workflows/forms are purposely ignored and not sent over (per Intercom’s Support team). I think we should have the ability to toggle this on/off per channel (or preferably, per workflow used to integrate with Slack).

Michelle ChiuNew Participant

Create new Slack messages from Intercom interfaceSubmitted

Today, the only way to create a new slack message to a customer is through an Outbound Broadcast. That is super cumbersome. There should be a way to create a new slack message from the Inbox (Channel or DM), just like you can create a new convo or ticket. This is such a basic requirement.

Christopher DucoteNew Participant

Feature Request: Auto-Collapse Quoted Email Trails in InboxSubmitted

The ProblemWhen customers reply to email conversations, their email client includes the entire previous thread below their new message — as virtually every email client does by default. Intercom's Inbox renders this quoted trail fully expanded, inline, for every single message in the conversation. The result is that a 6-reply email thread becomes an endlessly scrolling wall of duplicated text, where the same content is repeated over and over, growing exponentially with each reply.This makes it genuinely painful to work through email-based tickets. Instead of quickly scanning the latest reply at the top and moving on, agents have to scroll past pages of repeated content just to orient themselves. Multiply that across dozens or hundreds of tickets a day and you're looking at a real productivity hit — not to mention the mental fatigue of parsing the same text blocks repeatedly.Why This Is FrustratingEvery major email client and nearly every competing helpdesk platform handles this gracefully. Gmail, Outlook, Zendesk, Freshdesk, Help Scout — they all detect the quoted text delimiter and collapse it behind a simple "show quoted text" toggle or ellipsis. It's a solved problem. It has been a solved problem for over a decade.The fact that Intercom still displays raw, fully expanded email trails in 2026 is baffling. This isn't a complex engineering challenge. Email clients universally use standard markers for quoted text (> prefixes, --- Original Message --- delimiters, etc.). Detecting and collapsing these behind an expandable toggle is straightforward — it's the kind of thing a single engineer could prototype and ship in a day.What We'd ExpectQuoted email trail text should be collapsed by default in the Inbox conversation view. A simple "Show quoted text" or expand toggle (like Gmail's ellipsis ...) should let agents reveal the full trail when they actually need context. This should apply to all inbound email messages where quoted/forwarded content is detected.The ImpactThis affects every single team that handles email-based conversations or tickets in Intercom. It's not an edge case — it's the core workflow. For teams processing high volumes of email tickets, the lack of this basic functionality adds up to hours of wasted scrolling and lost focus every week.This feels like the definition of a quick win: low complexity, high impact, long overdue. We'd love to see it prioritized.

Hedi BejaouiNew Participant

Bulk Mention Management - Mark as Read and Clear All OptionsSubmitted

Currently managing large volumes of mentions (3,000+) requires opening each conversation individually to clear the unread count. There's no bulk functionality for mention management.Requested features:Bulk 'mark as read' option for mentions Bulk 'clear all mentions' functionality Mass selection tools for mention management (similar to conversation bulk editing)Current limitation: Only way to clear unread mentions is going to Inbox → Mentions → Unread mentions, then opening conversations one by one.This would significantly improve efficiency for users with high mention volumes who need streamlined inbox management.

Amy TetchnerNew Participant

richer article formatting and better support for long-form knowledge contentSubmitted

It would be great to see the Intercom article editor evolve to better support longer, more structured knowledge content.At the moment, articles work well for relatively simple content, but once they become longer or contain larger tables, videos, reference information or multiple sections, the authoring and reading experience can become quite limited.A few improvements that would make a big difference:More formatting optionsSome additional formatting controls would help make longer articles easier to scan and understand, including:Underlining Font/text colour Highlighting More control over spacing Additional callout styles for notes, warnings, tips and important informationThese do not need to turn the editor into a full publishing tool, but some extra flexibility would make it much easier to create clear visual hierarchy.Collapsible / accordion sectionsAccordions would be extremely useful for longer articles.Rather than asking users to scroll through a very long page, content could be grouped into expandable sections so users only open the information relevant to them.Ideally, content inside accordions would remain searchable and fully accessible to Fin.Native video hostingIt would also be useful to have a way to upload and manage videos directly within Intercom Knowledge.Currently, videos generally need to be hosted on a third-party platform before they can be embedded into an article. This adds another platform to manage purely for hosting content.A simple media library could allow authors to:Upload videos directly Reuse the same video across multiple articles Replace or update a video without updating every article Add captions and subtitles Add transcripts Control access where requiredBetter tablesTables are particularly useful for technical, reference and comparison content, but larger tables quickly become difficult to use.It would be great to have options such as:Sticky/frozen header rows Alternating row shading Sort columns A–Z / Z–A Filter by column Search within a table Dropdown filters Freeze the first column Better control of column widths Cell alignment options Better responsive behaviour on mobileFor long lists or reference tables, being able to search and filter the data would be a significant improvement over manually scrolling through a static table.Search within an individual articleFor particularly long articles, an optional Search this article function would also be useful.This would be different from Help Center search. If someone already knows they are in the correct article, they should be able to search within that content without relying on their browser's Find function.This could be particularly useful for:Long reference lists Compatibility tables Error codes Product or feature matrices Glossaries Large FAQsBetter navigation for long articlesAdditional navigation options would also improve the experience, such as:Sticky table of contents Anchor links Back to top Previous/next section navigation Direct links to individual accordion sections Section headings that remain visible while scrollingReusable content blocksReusable content would also be very useful for knowledge bases with a lot of articles.For example, if the same warning, prerequisite, support information or standard explanation appears across multiple articles, it would be useful to maintain that content once and reuse it elsewhere.Updating the source block could then update every article where it is used, helping reduce duplication and improve content governance.OverallAs Intercom Knowledge becomes capable of supporting more substantial documentation alongside Fin, it would be great to see the article editor become more suitable for complex and long-form content.The biggest improvements for me would be:Accordions Native video hosting Better table functionality Search within an article Richer formatting Better long-page navigationThese would make larger articles much more usable for both authors and readers, while reducing the need to rely on third-party tools or workarounds.

PbouNew Participant

Move locked features out of main navSubmitted

It would be nice to keep the main nav limited to only product/features we can actually use. In recent weeks, we’ve found both the Operator an Workforce features forced into our main nav and it makes daily work just a little more of a pain, especially because Intercom has added a badge to those icons. Everyone gets that you need to make money, but can you do it a little less distastefully. It would be great to either:Have those unavailable features at the bottom of the nav grouped with settings, etc. OR Give workspaces the option to hide thoseIf we want to upgrade, we’ll do it. Until then, these add friction to day-to-day operations.

Daniel M BNew Participant

Make translated_content from the API available in the MCP tool (claude)Submitted

Would it be possible to make translated_content in the connector you have made for claude? Currently we have help center articles in multiple languages, but if we use Claude to assist in writing articles, we can only have them created in the same language which is set as default. This limitation makes it difficult incase we want to do mass edits. I understand from your Finbot, that it is possible to have it added as fx. danish or norwegian translation through the translated_content in the api. But also that this isn’t available as part of the MCP tool

SaraAnastácioNew Participant

Automatically translate articlesSubmitted

It would be very helpful if Help Center articles could be automatically translated into supported languages when we change the language in edit mode. Ideally, when an admin switches the article language, the system would: Auto-generate a draft translation of the article content in the selected language Allow the admin to review and edit that translation Let us publish once the translation has been reviewed This would save time, improve consistency across languages, and make it easier to maintain multilingual content.

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1 day ago

Marsel VerheijdeNew Participant

Managing and deleting inbox viewsSubmitted

We’d love to be able to delete inbox views. At the moment they can only be hidden, but manny views were created as tests, and they clutter the list.

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1 day ago

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estonemanNew Participant

Allow News Articles to Automatically Open in MessengerSubmitted

Currently, News items in Intercom Messenger only display as a notification badge, requiring users to manually open Messenger to discover the update.It would be great to have an option to automatically open a News article in Messenger, either as a short preview/snippet with a link to read more, or as the full article. Similar to how it works with posts.Ideally, this could be configured like the post, see below.This would be particularly useful for communicating important product updates, new features and release announcements to existing customers, without requiring them to actively check the News section.

Raymond GarciaNew Participant

Workforce Feature RequestSubmitted

Hi Product Team - I would like to request a feature in the new Workforce feature of Intercom under Forecast, I can only select chat, email, Android App, and iOS App. I would like to request if we can include phone data as well. As most of the employees are both handling calls and chats. It will be easier for us to forecast the number of staff if our operational structure is like that. FIN AI advise to extract the call numbers in Reports, but I think it will be easier to forecast staffing if we can tick both calls and chats. Thank you!

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2 days ago

Campbell McGuinessActive User

Detect correct customer Company from forwarded emailSubmitted

When a teammate forwards an email to Intercom using the workspace email address, Intercom detects the customer in it correctly, however the conversation or ticket is not linked to that customer's company, instead it is incorrectly linked to the forwarding teammate's company.

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2 days ago

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Kelly ReiNew Participant

Conversation AI summary - Prompt adjustmentSubmitted

AI Summary can sometimes generate inaccurate information when summarising chat conversations. This requires teammates to spend additional time reviewing, correcting and rewriting the summary before it can be saved as interaction notes.Teammate review will remain an important part of the process; however, improving the following behaviours would reduce review and editing time while improving the accuracy of the initial summary:Maintain chronological order: Keep customer queries, discussion topics and actions in the order they occurred during the conversation. Exclude sensitive information: Do not include bank account details in the generated summary. Maintain correct attribution: Do not change which party provided information or made a statement. Information provided by the customer should remain attributed to the customer, and information provided by the teammate should remain attributed to the teammate, even if an alternative attribution appears more logical.Desired outcome: A more accurate first-draft summary that requires fewer corrections from teammates while maintaining the requirement for human review.

Sam HelmNew Participant

Customise Email NotificationsReleased

Currently the email notification that users get for a ticket in Submitted, Resolved etc are default and uneditable. This has caused issues when a ticket is raised via email the customer gets a generic email stating the ticket is in Submitted and we will reply soon.We should be able to customise the templates that send out for each ticket state change notification.

Danielle GemberlingNew Participant

text formattingSubmitted

I love that we have the option to use formatting tools in certain ticket types. However, if that could be available for all types, that would make things much clearer for our customers. We are constantly relaying complex information, and the ability to underline, bold, change the color (to link related things) would make such a difference!

Or BarnivNew Participant

The ability for some workflows to be private for individualsSubmitted

I want to create a workflow that only I can trigger from my team. Currently it’s not possible to make workflows if you don’t have the right permissions and It’s not possible to make a workflow visible just for one person

Mor CohenNew Participant

Slack Reaction Will Trigger IntercomSubmitted

Currently, when a user is using slack to interact with us- we don’t have the ability to act on emoji reactions during the conversation. Intercom does have the “start a conversation according an emoji” but it’s only at the start of a conversation, not during it. For example, I answered a customer and they reacted to my message with the emoji “thumbs up” (not as a text message, but reaction to my message), In those cases I would like to create a trigger that will automatically close the conversation- and not continue with other flows.

Lepish StevensNew Participant

Turn off away‑mode banner in InboxSubmitted

I manage a team that takes inbound support requests to our inbox and thus my status is always away by default and re-assign replies. I only jump in a chat/email when needed.I constantly get a banner that pops up letting me know I am in away mode and it’s annoying and disruptive. It shows up every time I navigate to the inbox and blocks me from seeing items in the left side menu.

Kevin JesmainNew Participant

CSAT Multiple ParticipantsSubmitted

I understand the logic behind why CSAT’s aren’t sent in group conversations because it won’t know who is filling it out. An easy workaround is that if it is a group conversation and CSAT is sent it will ask the user to type their name. Really would appreciate this as 95% of our conversations are group conversations and I will likely switch to a typeform instead but would much rather keep everything in intercom.

David KleinburgNew Participant

Add ticket state filtering to the Inbox table viewSubmitted

In the Inbox table layout, it’s currently not possible to filter tickets by specific ticket states. While the conversation status dropdown (Open / Closed / Snoozed) works in table view, there’s no equivalent dropdown for custom ticket states.It would be very helpful to have a similar dropdown in table view that lets teammates quickly filter the table by one or more ticket states (including custom states). This would make it easier to work with tickets directly in table view without needing separate Inbox Views for each state.