Product Wishlist

AchiniNew Participant

Feature Request : Support for Multiple Webhooks per WorkspaceSubmitted

Currently, a single Intercom app can only be configured with one webhook endpoint. This becomes a significant limitation for organizations that operate across multiple environments and regions.In our case, we run live instances in both the US and EU regions, plus separate Staging and UAT environments — four environments in total, each needing its own webhook endpoint to receive and process Intercom conversation events (we feed conversation attributes back into our systems via webhook data).Since only one webhook can be plugged into an app, the current workaround is to create four separate Intercom apps, one per environment/region. This is difficult to maintain: any configuration change has to be manually repeated across all four apps, which is time-consuming and error-prone, and increases the risk of inconsistent setups between environments.This is a common pattern for SaaS products that maintain multiple environments (e.g., UAT, Production) across multiple regions (e.g., US, EU). Requiring a separate app per environment/region just to support multiple webhooks adds unnecessary operational overhead.Requested functionality:Support for multiple webhook endpoints within a single Intercom app, so that one app can route events to different endpoints (e.g., one per environment or region) without needing to duplicate the entire app setup.We are currently blocked by this limitation and would appreciate knowing if this capability is already planned, or if not, that it be considered given how common this multi-region/multi-environment setup is for enterprise customers

Forum|Forum|23 hours ago

Julian BurkeNew Participant

Feature Request | Distinguish "Agent Missed" from UI Delivery Failures in Phone LogsSubmitted

Right now, if an incoming call routes to an agent but the UI popup fails to render on their screen (due to a glitch, loading error, etc.), Intercom logs the event as "Missed."While technically true that the call wasn't answered, labeling it "Missed" unfairly penalizes agent performance metrics. It makes it look like the agent ignored the call, when they literally never had the chance to click or decline it.Solution: Introduce a 3rd status—like "Undelivered" or "System Timeout"—specifically for when a call event logs but the agent UI buttons were never actually rendered or interacted with.Why it matters: This keeps agent behavior analytics accurate and helps support managers separate actual human behavior from technical/UI delivery issues.

Nikki McLaughlinActive User

Conversation Attribute ManagementSubmitted

I manage Intercom across 10+ brands, and conversation attribute management is one of the most challenging administrative areas. Below are several enhancements that would significantly improve usability, governance, and reporting capabilities.1. Add Filtering CapabilitiesProvide the ability to filter attributes based on criteria such as: Custom Attribute (We use custom attribute PRODUCT across all brands) Usage status API-created vs. manually created attributes Workflow dependencies This would make it much easier to locate and manage attributes at scale.2. Add Export FunctionalityAllow administrators to export attribute metadata for documentation, audits, cleanup projects, and cross-team collaboration. 3. Add Attribute ReportingCreate a reporting experience that provides visibility into attribute usage and health.Suggested report features: List of all current attributes with filtering capabilities Usage metrics to identify underutilized or unused attributes Number of options per attribute (e.g., a dropdown field contains 34 options) Visibility settings Last updated date Workflow dependencies This would help teams identify opportunities for consolidation and cleanup. 4. Customizable ColumnsThe current "Type" column is not particularly useful for my workflow.Instead, allow administrators to Show/hide/reorder columns This would create a more flexible management experience. 5. Improve Attribute Consolidation & Historical Data PreservationWhen consolidating attributes, administrators often need to rename and merge existing fields.When deleting an attribute, Intercom should prompt:"Would you like to migrate historical data to another attribute?" This would preserve reporting continuity and historical metrics. Currently, archiving or deleting attributes can negatively impact historical reporting and trend analysis. 6. Improve Visibility InformationThe "Visible To" field should be hoverable so administrators can quickly see all inboxes where an attribute is exposed without having to open the edit screen.This would save significant time when auditing attribute visibility across multiple teams and brands. 7. Indicate Workflow DependenciesSimilar to the Data Connectors experience, attributes should clearly indicate where they are being used.Examples: "Used by 3 workflows" "Used by 2 Fins automations" "Used by 1 outbound campaign" This would help prevent accidental changes to attributes that are actively powering automation.

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triplogjamesNew Participant

Add mentions to dataset exportSubmitted

Would like to be able to export the mentions that include employees mentioning other employees in their notes so we can see our support leads responses.

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Daniel AcevedoNew Participant

Allow admins to customise conversation event visibility by teamSubmitted

Conversation events in the Inbox are currently very cluttered, especially when a conversation has several workflow actions running in the background. Many teams do not need to see every workflow trigger or backend event. In most cases, frontline teams only need the key events, such as who the conversation was assigned to, when it was reassigned and who closed it.It would be really useful to have a setting similar to the sidebar layout, but for conversation events. Admins could choose which event types are visible for each team or role, for example:- Assignment and reassignment- Conversation opened, snoozed or closed- Teammate who closed the conversation- Workflow triggers and actions- SLA or routing events- Other backend or system eventsAdmins should still be able to see every event, and the same visibility could be enabled for teams that work on workflows, reporting or other backend processes. Frontline teams could then have a much cleaner view with only the events relevant to their day-to-day work.Ideally, this could be managed per team, with a workspace default as a fallback. This would make conversations easier to follow, reduce noise in the Inbox and help each team focus on the information they actually need.

Nikki McLaughlinActive User

Add LOCK Button to Testing Fin FeatureSubmitted

First, I absolutely LOVE that we can test Fin before implementing changes in Production. This feature has been incredibly valuable and has made us much more confident in the quality of what we're deploying.One enhancement that would make the testing workflow even better would be the ability to lock completed test results.We've gone from training one or two people to training multiple support teams across two products. As a multi-brand company, we frequently update audiences and rerun answers during testing. The challenge is that if a batch has already been graded and comments have been added, rerunning the answers wipes out all of that work.A simple Lock/Unlock option for completed batches would help preserve grading and comments while still allowing teams to intentionally unlock a batch if they need to rerun or regrade it. I think this would be especially valuable for organizations that have multiple teams collaborating on testing.I also wanted to mention what appears to be a performance issue with the testing workspace.Even when working by myself, I noticed the server struggling to keep up after uploading eight batches. Yesterday, we had six team members testing simultaneously, and the grading functionality stopped working altogether—we could no longer mark responses as Good, Acceptable, or Poor, nor could we add comments. By this morning, everything was working normally again.For now, I'm planning to have our team stagger their testing sessions, but it may be worth investigating whether there are concurrency or capacity limitations in the testing environment. As more customers begin using the testing feature with larger teams, I could see this becoming a common challenge.Overall, we're really excited about this feature. These are just a couple of improvements that I think would make an already great testing experience even better.

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Yonnie KweonNew Participant

Customise quick links by teamSubmitted

Hi! our teams often require completely different links so it would be great to be able to add quick links by team, or if this can’t work because a teammate can be in multiple teams, by role would also work

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Maarten MunsterNew Participant

Send later option for macrosSubmitted

As a user I would like to use a macro (to save time writing the same reply) but send it later so the customer doesn’t see / get used to that im working outside office hours

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Nikolas HallstromNew Participant

Separate notification for when a conversation/ticket is assigned to meSubmitted

Right now, assignment desktop/mobile/email notifications are bundled with general conversation activity notifications. It would be helpful to have a separate notification specifically for when a conversation is assigned to me.This would improve visibility so teammates can immediately see when they’ve been assigned a new conversation without needing to be @mentioned in every case. A standalone “conversation assigned to me” notification would make assignment alerts clearer and more intentional.

Venn VillanuevaNew Participant

Add channel feature on All conversations tab and on SearchSubmitted

It would be great if we can have a channel filter in All conversation tab or on Search as it allows the Admins and Team leads to filter conversations for each channel types.

Venn VillanuevaNew Participant

Add Brand name on default subject in Phone conversationsSubmitted

Currently, when agents sends an email to the customer from Phone conversation, the subject line is defaulted to Re: Inbound phone call and there’s no way to edit that. It’s either we’ll have the ability to change the conversation channel from Phone to Email as posted here: https://community.intercom.com/ideas/the-ability-to-manually-change-the-conversation-channel-7503 Or add the Brand name on the default subject line, so it would be like this instead. Re: Inbound Phone call with XYZ Brand. Ideally, there’s also a 3rd option, which is to have the ability to set the Subject line on Phone conversation since we have the built-in Subject field in place.

Venn VillanuevaNew Participant

Display Channel Badge Beside Customer Name in InboxSubmitted

It would be helpful to display a channel badge (e.g., Phone, Email, SMS, WhatsApp) beside the customer's name in the Inbox conversation list. This would allow agents to instantly identify the conversation channel without opening the conversation, making triaging faster and more efficient for omni-channel support teams. SampleThe icon should reflect the channel used to initiate the conversation, such as:📞 Phone ✉️ Email 💬 SMS 🟢 WhatsApp 💻 Messenger 🌐 Web ChatWhy This Would Help?This small UI improvement would make a significant difference for teams handling omnichannel support.Benefits include:Instantly identify the conversation channel Faster triaging Fewer unnecessary clicks Easier prioritization (for example, phone interactions) Better visibility in shared inboxes Improved efficiency for high-volume support teamsSince Intercom already knows the conversation channel internally, surfacing that metadata in the Inbox would greatly improve usability without changing existing workflows.

Ana BahrConnector

Find an article by article IDSubmitted

We have a fairly large set of Help Center and Training docs. There are times when it would be helpful to be able to search Intercom for content based on the article ID in the URL. Today, I had a colleague suggest changes to an existing article, and because both training and the help center had similarly named articles, I had trouble finding the correct one.

Joel HanleyNew Participant

Better Salesforce App Login IntegrationSubmitted

There are times where we need to logout and back into our Salesforce integration. We have not been able to find a way to do this with the in product app without uninstalling and reinstalling. This also means having to reconfigure EVERYTHING. This is a bad experience. Being able to leave the settings and simply change the login/user would be a big help.

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Sofia MaconiNew Participant

Monitors + Scorecards feature requestsSubmitted

Ability to re-evaluate conversations when re-opened and re-closed. When a conversation is re-opened, it should be removed from the monitor and re-added when closed again. Making rating reasons available in reporting so we can filter on them. In addition to this, making rating reasons attached to specific rating options. For example, if I have a “Resolved” rating option, I can then attach specific reasons for the “Resolved” option like “Explicit Confirmation” and “Procedure completed” that would only be selected if the AI Scorer selected Resolved. Different rating options per scorecard on a shared criteria so we can tailor rating options to Fin or human agents accordingly. Ability to score both Fin + human agents using a single monitor + scorecard. Being able to display or filter on more attribute columns in the monitor view. Being able to see scoring details in the drill-in views from reports (instead of only from the monitors page)

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Giuseppe LeoniNew Participant

Add more "Sent as" options for "News"Submitted

Currently, when setting up News, you only have the option to send them as a badge.I’d like to have the option to send them as a snippet, like it happens for chats.This is currently blocking me and my team to use News as a feature for product updates.

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david lyonsNew Participant

Add a response delay setting for Fin on all plans, including BasicSubmitted

On the Basic plan there is no way to delay Fin's replies. No Workflows, no wait timer. It's instant response or off entirely. Simple automations offer a 2-minute delay, but only on the first Messenger message during office hours. There is no delay option for email or for ongoing conversations, which is where the clash actually happens.The problem: I'm on the phone with a customer, they email support during the call, and Fin replies before I can even start typing, sometimes contradicting what I've just agreed with them verbally. Two conflicting answers from one company. The "send a message first to claim the conversation" workaround doesn't work, Fin is always faster.This makes Basic self-defeating. With no control over when Fin engages, the rational move is to switch it off. And a customer who has turned Fin off never upgrades to Advanced for Workflows. You lose the upgrade path.The ask: a simple "wait X minutes before Fin responds" setting on all plans. If a teammate replies in that window, Fin stands down. One timer field would make Fin usable for exactly the small teams Basic is aimed at.

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Sam ScherNew Participant

Don't automatically reopen resolved tickets on customer replySubmitted

When a ticket is marked Resolved, it should remain resolved unless an agent decides it needs to be reopened. A customer replying doesn't automatically mean the original issue is unresolved. They may simply say thank you, ask where the fix was made, or ask how to use the solution. The previous behavior, where only Waiting on Customer tickets automatically returned to In Progress, more accurately reflected the status of the issue. Automatically reopening resolved tickets makes the ticket status less accurate and creates unnecessary work. This behavior should be configurable so each workspace can choose the workflow that best fits its support process.

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Jose DelgadoNew Participant

Test callsSubmitted

There should be a way to test calls to the active agents, in case they are having issues with their accessories, internet connection, etc.

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Zach FortinNew Participant

Assign Fin to Chats via WorkflowsSubmitted

We love being able to tag Fin back into a chat if needed. However, it would be great if we could also assign Fin to the chat automatically via workflows. Currently, we can assign Fin manually on a chat level, but we can’t within workflows as seen below. This forces teammates to manually reassign Fin and trigger the reusable workflow to make sure the chat is moved back to Fin’s inbox. If not, Fin chats remain in our active, agent chat inbox. We prefer to keep these chats separate.

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Anna AllenNew Participant

Add "edit article" option to articles (for use by admins)Submitted

It’d be great if when I am viewing an Intercom article and I realize I need to update something, I had an option to edit the article directly from the article. (Just a link from the view article page to the edit article page I mean.)It takes a few steps to go from viewing an article and realizing you need to make an edit to opening Intercom, going to articles, searching for the article, and opening it. Adding an “edit article” button of some sort that would only appear to admin users would save some time.

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Nate YarbroughNew Participant

Trigger workflow when conversation is assigned to inbox (by teammate OR workflow)Submitted

I’d love to trigger a Workflow any time a conversation is assigned to a specific inbox, regardless of whether the assignment was done by a teammate or another Workflow.Currently, this is already possible when a teammate assigns a conversation to an in box, but not when a workflow assigns a conversation to an inbox.

Ana BahrConnector

Reorganize table rows.Submitted

I use large tables for field definitions. In some cases I find I need to reorganize the table rows or columns after a table is created and filled in. The only way to accomplish that today is to create a new row where you need it, copy the contents of the original row to the new row, then delete the old row. In other authoring software, I have been able to drag and drop rows into a new position or right-click on a row and select “Move up” or “Move down”. It would be super helpful if you added this functionality.

Michele BossartNew Participant

A better distinction between chats and emails and phone callsSubmitted

We have team members who are assigned to different areas of customer inbound conversations. Some are assigned to messenger, some to phone and some to email. Please give us a better distinction on what each conversation is to help our reps prioritize their area.

Michele BossartNew Participant

Let customers close conversations on their own in MessengerSubmitted

We would love a way for our customers to close messages on their own. Case in point: A customer starts a message in our software, requests a human and then decides to call in. The current chat remains open while our reps are trying to ask are you still there and waiting for the customer to respond. This takes up a spot in the reps limit and makes busy work. There is no reason a customer can’t close a chat, that I can see.Our customers are messaging us to let them close the chat as a feature request, so we’re passing it on to Fin. 😉