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Pioneer: A summit where CX leaders redefine what's possible

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felivenj87New Participant

Allow automated follow-ups before default assignment when Reply Buttons are unansweredSubmitted

We use Reply Buttons in Workflows to present customers with predefined options and route their conversation to the appropriate team.Currently, if the customer does not select any of the options, the conversation eventually falls through to our defaul

1

20

F

2 hours ago

JHarloweConnector

Configurable CSAT attribution modelSubmitted

Greetings team, we wanted to surface a request around CSAT and configurable attributions ProblemCSAT is currently attributed to the most recent visible agent who interacted with the customer, regardless of who owned, managed, or resolved the case. Th

1

60

6 hours ago

C

Clémence LiquoisNew Participant

Automatic Translation of Help Center ArticlesSubmitted

Today, it is possible to easily translate content within conversations. However, the translation of Help Center articles is still not automated.This limitation creates a significant workload, especially when managing multiple languages in the Help Ce

14

peterraghebNew Participant

Data

Distinguishing ticket creation source (manual vs. API)

I'm trying to distinguish how a ticket was created — specifically whether it was created manually by a teammate in the inbox, or created programmatically via the API (e.g. from a custom application).The goal is to build a report on this breakdown, ei

Taylor ZormanNew Participant

Take control of user screen in screenshareSubmitted

While screensharing be able to take control and navigate through the software for them.

1

Adam BlackwellNew Participant

Ability To Draw On Customer Secreenshares During CallsSubmitted

It would be very helpful if teammates could draw or annotate directly on a customer's screenshare during calls.When customers are sharing their screen, teammates often need to point out a specific button, field, setting, or area of the page. Today, w

2

NilsNew Participant

View files in threadsSubmitted

The ability to view files, such as mp4 and pngs, without downloading them to ones computer.

1

Anna S12Connector

iOS Messenger empty ("Content could not be loaded") for 2 months — same fresh project works then fails, points to server side

We've had the iOS Messenger down for ~2 months on our production app (React Native, @intercom/intercom-react-native 10.3.4, US workspace, appId m4e3h09o). Android works fine with the identical integration.Symptoms: the Messenger opens but content sta

Jörg MalterNew Participant

Messenger

New Link Editor breaks percent-encoded URLs in the URL path

Since today we have noticed that the new link editor automatically modifies URLs when adding or editing links in emails.The issue is that the editor decodes already percent-encoded characters inside the URL path, which changes the actual URL and brea

Marieke van SinderenNew Participant

When multiple relations share the same phone number or email address, don't automatically link to the most recently used relation: show all matching relations so the user can choose.Submitted

Current behaviour: when a phone number or email address matches multiple relations, the item is automatically linked to the most recently used relation.Expected behaviour: present all matching relations and let the user select the correct one.Why: au

1

peterraghebNew Participant

Data

Distinguishing ticket creation source (manual vs. API)

I'm trying to distinguish how a ticket was created — specifically whether it was created manually by a teammate in the inbox, or created programmatically via the API (e.g. from a custom application).The goal is to build a report on this breakdown, ei

Kristine M12New Participant

Workflows

Value Enhancement Score Followup Survey Aftewr CSAT Score

Hello Community!Hopefully someone can advise on how to solve this.I have asked Fin AI and there is also a human support agent looking into this, so it seems like it is not a simple thisng to set up?So the main challenge I want to solve is as follows:

Marie GouilliardNew Participant

Support Operations

What are the best practices for making Fin AI proactive?

Anyone else making Fin proactive? How are you triggering it — quick replies or the banner with the three options?We've connected live user activity from Amplitude into Fin soand are using it to make Fin proactive based on real-time behavior. Trying t

Santi AñezNew Participant

Reporting

Dataset Export not showing Brand filter options (Daily Report works fine)

Hi everyone,I'm having an issue with Dataset Export in Intercom.In Daily Report I can successfully filter by "Brand is not [specific brand]" and get the correct data.However, when I go to Dataset Export, the same Brand filter is available in the UI,

681

2 days ago

michelvilsenNew Participant

Analyze Fin

How are you using Fin AI to improve customer support quality?

Hi everyone,I'm currently exploring different ways to improve customer support workflows using AI. I was wondering how other teams are measuring the quality of responses generated by Fin AI.A few questions I have:What metrics do you monitor the most?

380

4 days ago

J

Jasmine BrownNew Participant

Deploy Fin

Fin Handoff Issue - Agent Replies not Appearing

Hi all,We're seeing an issue after conversations are handed off from Fin to Zendesk:Customer messages are successfully reaching Zendesk Conversations are being assigned to agents as expected Agents can reply from ZendeskHowever, the customer never re

Leandro WenzinNew Participant

Omnichannel

Automatically match a WhatsApp lead to an existing user by email (when the phone number is not associated)

Hi everyone, We receive inbound conversations through WhatsApp, but in many cases the customer’s WhatsApp number is not associated with any existing user in our Intercom workspace. Our desired flow is:The contact starts a conversation via WhatsApp. W

Teresa LaurinNew Participant

Helpdesk

Outages - Unable to Load

Good morning! I have a question regarding the current Messenger outage.Are customers still able to submit support tickets, and if so, do those conversations simply remain in the queue until the outage is resolved? Is there any message displayed to us

651

8 days ago

N

noahassanNew Participant

Train Fin

Overriding Fin's default "connect to human" prompt to check for existing issue context first

Hi all,Looking for guidance on customizing Fin's default human handoff behavior (We use Fin over API).Right now, when a user asks for a human (Right from the first message), Fin responds with:"I understand you would like human support. Would you like

earsdecorNew Participant

AI Insights

Will AI Become Essential for Online Jewellery Brands?

From virtual styling to personalized product recommendations, AI is reshaping eCommerce. How do you think jewellery brands like Ears Decor can use AI to improve the customer experience? Explore their collections at https://earsdecor.com.

550

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8 days ago

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