Product Wishlist

Sarah ElyafiNew Participant

Segmenter la visibilité de la section tickets dans le chatbot côté client en fonction de nos offres supportSubmitted

Bonjour,Nous avons un besoin urgent : le bouton "Tickets" affiché dans la barre de navigation du Messenger doit impérativement n'être visible que par nos clients Premium.Or, cet espace ne peut aujourd'hui être activé/désactivé que globalement (Visitors ou Users), sans possibilité de règle d'audience par segment/attribut/tag.Quel quick win pouvez-vous nous proposer rapidement pour restreindre la visibilité de ce bouton à nos seuls clients Premium ?Merci d'avance pour votre retour rapide.

Forum|Forum|1 hour ago

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Mickaël SerantesNew Participant

Table of content for Product UpdateSubmitted

Add the possibility to add a table of content on the Product Update page.

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Forum|Forum|2 hours ago

SlimNew Participant

Reusable workflows: expose whether the workflow was triggered manually (trigger-source flag for branching)Submitted

Current behaviorA reusable workflow can be started in two ways: by another workflow or automation via the "Pass to reusable workflow" step, or manually by a teammate from the Help Desk (⌘K → "Trigger reusable workflow"). Inside the workflow itself, there is no way to tell which of the two happened — branch conditions can only use people, company, and conversation data, and none of it reflects how the workflow was started.The problemThe same reusable workflow often needs to behave differently depending on how it was launched:When a teammate triggers it manually, automatic reassignment steps are unnecessary or actively harmful — they can pull the conversation away from the very teammate who just triggered it. For reporting and downstream logic, we want to set attributes differently per trigger source, so that manually triggered runs don't distort automation statistics (and vice versa). Some steps only make sense in one mode — e.g. an intro message or a snooze that fits the automated path but is redundant when a human is already handling the conversation.Because the trigger source is invisible, the only options today are:Duplicating the workflow into a "manual" and an "automated" version and keeping both in sync forever — which defeats the purpose of reusable workflows, or Having every parent workflow set a custom conversation attribute right before the "Pass to reusable workflow" step and branching on it inside the reusable workflow. This is fragile: every caller must remember to set it, the attribute has to be reset afterwards, and a manual trigger can't set anything beforehand at all.Proposed ideaExpose the trigger source inside reusable workflows — ideally as a boolean system attribute, e.g. "Workflow triggered manually" (true/false), available in branch conditions and when setting attributes.Example: if "Workflow triggered manually" = true → skip the reassignment branch and tag the run as manual; otherwise run the full automated path.A richer "Trigger source" attribute (manually / by another workflow) would be even more flexible, but even the minimal boolean would already let a single reusable workflow safely serve both cases instead of being duplicated.Who would benefitAny workspace that uses reusable workflows both as building blocks inside automations and as manual one-click actions for teammates in the Help Desk. Today those teams either maintain near-identical duplicated workflows or build fragile attribute-based workarounds; a native flag would remove the need for both.

Forum|Forum|3 hours ago

Judy CorreiaNew Participant

Escalation rule should evaluate and run before inital Fin intro messageSubmitted

Our workflow is setup so that Fin’s initial response begins with an introductory message (something like “Hi, I’m Fin Support’s AI Agent….you can ask to talk to the team at anytime.” Currently this message is also sent when a ticket requires immediate escalation (e.g. inquiry indicates a deadline within the next Xhrs) followed by escalation messaging indicating the ticket is being routed to the team. It sounds odd and is aggrevating for customers to receive two separate ticket updates, one with simply an intro saying Hi, I’m Fin Support’s AI Agent….you can ask to talk to the team at anytime, immediately followed by “I’ve routed you to the team, help is on the way...”. It has been suggested to remove the generic intro message however this is not viable, in the majority of tickets that are not escalated customer need to know they are communicating with an AI Agent and that they can request to get routed to the team. Prior to the the last few weeks Fin used to validate escalations before sending the intro message so customers immediately received the “I’ve routed you to the team, help is on the way...” immeidately, no other genenric intro message.

tommynorNew Participant

Better Time Awareness in FinSubmitted

We’d love to see Fin gain a stronger understanding of time and business hours.For us, it’s important that Fin knows when our support team is open and when we’re closed. Today, after business hours, a customer can go through the following experience:Fin is unable to resolve the issue. Fin offers to escalate the conversation to a human support agent. The customer is then met with a workflow message explaining that we are closed.This creates a confusing and somewhat messy customer experience. Ideally, Fin should be aware of our opening hours and adjust its behavior accordingly. For example, when we’re closed, Fin could avoid offering immediate escalation and instead clearly explain when human support will be available again.

Matej BosnjakNew Participant

Feature Request: Folder / Collection Structure for Intercom Audiences (Segments)Submitted

Hi everyone! SummaryWe are building a structured segmentation system covering 8 countries × 6 license tiers × up to 7 roles per tier, plus driver, EMS, and product-specific sub-segments. This will result in 150–200+ audience segments in Intercom.At this scale, the flat list view of the Segments section becomes unmanageable. We are requesting a folder or collection structure for audience segments to enable organised navigation and team usability.Problem Intercom Segments currently exist in a single flat list with no grouping or hierarchy. With 150–200+ segments, finding the right audience requires scrolling or searching every time. There is no way to visually distinguish between segment types (e.g. country-based CPO segments vs. driver segments vs. product segments). This makes it difficult for support agents, Fin AI configuration owners, and CS managers to confidently navigate, audit, or update the correct segment. Onboarding new team members to the segmentation system becomes significantly harder without clear visual structure. Requested FeatureIntroduce folders or collections for the Segments section, allowing users to: Create named folders (e.g. 🇩🇪 Germany, 🇧🇪 Belgium, Business, Pro, Enterprise) Assign segments to folders — either at creation or via drag-and-drop / bulk assignment Expand / collapse folders in the sidebar or segment list view Nest segments logically without changing their underlying rules or behaviour Example StructureCopy📁 Germany (DEU) ├── DEU — Pro — Fleet Admin ├── DEU — Pro — Fleet Manager ├── DEU — Business — Finance Manager └── ...📁 Belgium (BEL) ├── BEL — Pro — Fleet Admin └── ...📁 Drivers ├── CC@home — Driver — Manual ├── CC@home — Driver — Automatic └── Reg. driver — no platform access📁 EMS ├── EMS — Dynamic (System Users) └── EMS — Static (Drivers)📁 Legacy (Wind-down) ├── All — Basic └── All — CompactImpact Area Current With Folders Segment navigation Scroll through 150+ flat entries Expand relevant folder, find segment instantly Fin AI configuration Error-prone — easy to select wrong segment Clear grouping reduces misconfiguration risk Team onboarding Requires tribal knowledge Self-explanatory structure Segment auditing Manual scan of full list Folder-level review Priority / Urgency We are actively building this segmentation system now and will reach 150+ segments within the next quarter. Without folder support, we may need to delay segment creation or work around the limitation with inconsistent naming conventions alone. This feature would benefit any Intercom customer operating at scale across multiple regions, products, or customer types. Workaround Currently UsedStrict naming conventions ({COUNTRY} — {Plan} — {Role}) allow alphabetical sorting to group segments loosely by country. However, this does not solve the navigation problem for cross-cutting segment types (drivers, EMS, product-specific) and is not intuitive for new team members.Additional Notes We would also welcome a search/filter bar within the Segments list as a lighter alternative or complement. A tagging system for segments (similar to Intercom tags on conversations) could achieve a similar result and may be simpler to implement.

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Wealth SupportNew Participant

Allow chat window to be fluidSubmitted

Current State: The chat window is locked in a specific location based on what is set. The user can only minimize it or close it out fullyAsk: Enable the conversation width to be fluidWhy is this important for end users? 1) It ends the close–peek–reopen loop. 2) It allows users to work with the chat bot side-by-side and not around either oneImpact: This will improve user experience, particularly when the end user is being walked through troubleshooting steps. It is hard to navigate back and forth to view the steps and then follow along within the product. This will enable the users to choose which functionality works best for them (moving the chat window around or minimizing/closing)

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JennaGNew Participant

Enable PKCE support for Salesforce integrationSubmitted

PKCE is a security extension for the OAuth 2.0 protocol in Salesforce that many organizations are using. Intercom’s Salesforce app doesn't support PKCE currently. If an organization has PKCE enabled for their Salesforce instance, that means they aren’t able to install and use the native Salesforce app in Intercom. This is a global setting that can’t be toggled on and off for each app. Intercom needs to update the integration to support clients that require this extra layer of security.

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Florent RousselNew Participant

Ability to define (and change) the primary contact of a ticketSubmitted

When a sales representative forward an email from a customer to our support email address, the ticket is created with the sales rep name rather than the customer user.When a customer sends an email to our support email address, with some colleagues in CC, we may need at some point to update / change the primary contact. In the table view, I’d like to be able to see who is the main contact of a ticket (and not see the sales representative).

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RemyNew Participant

Revert Inbox Sorting ChangeSubmitted

Please revert the recent change made to the sorting UX in the Inbox. Previously, we were able to sort Open conversations by Ascending based on Last Activity, and sort Closed conversations by Descending based on Last Activity. This makes sense as it allows us to see and respond to open tickets that came in first, while also allowing us to easily view recently closed tickets. Now, if I sort Open conversations by Ascending, when I go to Closed conversations, it shows me tickets from 7 years ago, which is not helpful at all. Having to toggle between Ascending and Descending each time is unproductive. Please revert the change as there was nothing wrong with the previous sorting structure.

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Lucia Burin SestakovaNew Participant

Articles Bulk Export and ImportSubmitted

We really miss the option to bulk export and import articles from the Intercom dashboard. Standard formats like csv, excel or pdf would be a huge upgrade to the current API only solution. It would be great if it was possible to export articles on multiple levelsselect articles - export selected articles collection - export all articles in a collection entire customer-facing help center - export select help centers select folders - export selected folders entire knowledge base - export all content including autogenerated content, snippets, etc.

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Thomas KüppersNew Participant

Increase or remove limit of attributes visible in company module without scroll barSubmitted

When more than ~15 pinned attributes are shown in the Company details module (right sidebar in the Inbox), the module gets its own internal scrollbar instead of scrolling together with the rest of the sidebar. The exact threshold seems to depend on screen height/zoom rather than a fixed item count.This creates a confusing double-scroll experience: I have to scroll inside the module to see all pinned attributes, then scroll the surrounding sidebar separately to reach other modules (Notes, Tags, etc.).Steps to reproduce:Open any conversation with that company attached Pin roughly 15+ attributes in the Company details module Note the extra scrollbar appearing inside the moduleExpected behavior: the module should expand to fit its pinned attributes, so the whole sidebar scrolls as one — the same way it works with fewer pinned items.

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Abegail DelmarNew Participant

Inbox auto-scrolls to the bottom of the queue after replyingSubmitted

Recently, I noticed that when replying to a conversation in the Inbox queue, the page automatically scrolls to the bottom of the selected sorting view (e.g. Waiting since).I understand that when I or a teammate replies, the conversation moves to the bottom of the sorted list. However, previously, sending a reply did not automatically take me to the bottom page.This new interface makes it hard to scroll back up to the next oldest conversation in the queue, especially when managing a high volume of conversations.Is this an intentional change in the recent Inbox update? If possible, could the view remain at the current position after sending a reply, so we can continue working through the queue more efficiently? Or add a toggle at the top that lets people choose which interface they prefer.

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Nate RisenhooverNew Participant

Let Scorecard Evaluation / custom reports filter by review submission date, not just conversation dateSubmitted

Body:Reporting on Monitors scorecard evaluations (and the underlying Scorecard Evaluation dataset) currently anchors every metric to the conversation's own date fields — created_at, first_user_conversation_part_created_at, etc. — rather than to when the review itself was completed.This makes it impossible to build an accurate "who completed reviews this week" report: if a reviewer evaluates a conversation today that was created last week, that evaluation is bucketed into last week's data in any time-filtered report, not today's. Confirmed this with Fin (referencing scorecard_evaluation.evaluated_count and a custom report built on it) — the dataset doesn't expose a review-submission timestamp usable as the date-filter anchor, unlike conversation_rating, which supports filtering on replied_at/created_at — the rating's own timestamp.Request: add a review/evaluation-submitted-at date field to the Scorecard Evaluation dataset (and/or the Monitors reporting UI) that custom reports can filter and group by, independent of the conversation's created_at.Use case: confirming that each reviewer has completed their weekly QA review quota without manually cross-referencing conversation creation dates with actual review completion dates.

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Josh KodroffNew Participant

Sync with Google Calendar for OOOSubmitted

I would love the ability to sync my Intercom availability with my Google Calendar so that it automatically takes me out of rotation (Away) for assignment when I mark myself OOO in Google Calendar.Optionally, some folks might also want Away automatically set when they are busy in Google Calendar, but I also get that the needed syncing frequency could make that problematic to implement. (OOO feels more doable since that is less likely to change throughout the day, whereas individual calendar appointments frequently change in my experience.)

KaydeNew Participant

Alias Profile PictureSubmitted

In my role, I have two distinct responsibilities. This means I use an alias to help avoid confusing users. However, the profile picture cannot be set for the alias. While I can update the picture in general, this changes it for all conversations I am a part of, which means users would see my picture switching back and forth frequently within their modal.

Kelvin TamNew Participant

Dataset Export - preset columnsSubmitted

I understand that we can set up regular reports, but for more one off exports, where we know most of the preselected columns won’t be used, it would be good if we can save column settings instead of manually selecting and unselecting each column.

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IreneNew Participant

Delete views from the InboxSubmitted

Why isn’t it possible to delete some of the views that were created? I know there’s the option of unpinning views, but whenever we scroll through “Add views” the list gets very long. Some were just needed for a particular issue or under a specific period of time, but are no longer in use. Would be so nice if there was an option to do a clean up of views and be able to delete them.

Sandra W.New Participant

Inbox Table Layout columns reset after platform updates (before/after screenshots)Submitted

Hi Dear Intercom team: After each platform update, our team's inbox column configuration is reset without warning. Every agent then has to manually rebuild their view from scratch.Examples: Before (my configured view):User, Company, Subject, Activity, Description, Priority, [additional column cut off]After (post-update, reset automatically):User, Subject, Status, Activity, Description, Priority, Last active/assigned (with an unrequested sort applied), Team, AssigneeSince each agent configures their columns based on their own workflow, this reset affects the whole team differently.Impact:- Agents work with mismatched/inconsistent inbox views until each one notices and manually fixes it- This isn't a one-off — it has happened after several updates, suggesting column configs simply aren't being persisted through releasesWhat we're asking for:1. Inbox column configurations should persist across platform updates by default2. If certain updates require a schema change that can't preserve settings, please provide advance notice in release notes. 3. An export/backup and restore option so we're not rebuilding manually every time.Happy to share more screenshots or a screen recording if it helps reproduce this. This is a real friction point for any team running Intercom at scale. Thanks!!!

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Laura CelentanoNew Participant

Fin on Messenger - customise the answer Fin gives (currently unable to)Submitted

I would love to be able to chose if and what Fin says once it's given an answer to a customer. It seems to default to 'was this helpful’ or ‘was this what you were looking for'. If you could ask your product team to make this a setting/personalised please.

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Sam HelmNew Participant

Adding a “Wait until in Business Hours”Submitted

Adding a “Wait until in Business Hours”In the below screenshot we’re setting up a workflow for unresponsive customers, allowing tickets to close after x days. However we don’t want someone getting the auto message and subsequent close outside of business hours.I hoped using branches would fix this however the ‘Until’ logic means if the ticket was meant to close before business hours (Eg 7:30am) it will wait til tomorrow 9am to close. Their should be the option to send next time time is in business hours.

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Jeff CastonNew Participant

Fin learningSubmitted

The idea here is to allow Fin to “learn” from converstations that teammates have to take over on. The teammates answers should either automatically or perhaps with an option to “add to Fin’s knowledge” to allow Fin to learn from teammates answers. I know we can add snippets or add to existing knowledge articles, but this would really streamline the process. Maybe an option when you go to update the status of the ticket, you can “add to Fin’s knowledge.”

TiffanyNew Participant

Search Feature for Blocked User ListSubmitted

Include a searching box in the blocked user list to easily find a user that has been block to unblock them. This comes up ever so often when a false positive occurs and we want to unblock a user to invite them back on. The only problem is we have to load page by page to find that specific user. There is no search feature available which would save us a ton of time.

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Melissa MontesNew Participant

Version History & Rollback for Internal ArticlesSubmitted

I’d like to request to add version history capabilities for internal knowledge base articles, allowing content owners to track changes over time, view previous versions, compare edits, and restore an earlier version when needed.Currently this functionality exists for Public facing articles (version history, highlighting changes when comparing).

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Edison MonnarNew Participant

Bring back the old layout with the name of the company and name of the agentSubmitted

Why was it changed?, it helped everyone to easily recognize which company is reaching us every single time, the other layout is not good enough simply because it takes too much space on screen monitor and one thing we all need is space and time!We need it back to save space and time!

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