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Currently, all spam filtering is automatic, with no options to adjust its sensitivity or manage spam (easily). I propose the following features to improve spam handling significantly:1. “Mark as Spam”Agents should be able to mark conversations, senders, or entire domains as spam.2. “Mark as Not Spam”Similarly, conversations, senders, or domains should be markable as not spam, with:• More granular controls, such as regex matching, rules, and white/blacklisting.• Integration into workflows for easy automation if “Mark as (not) Spam” options are available.3. Spam Box SortingAgents should be able to sort spam using existing headers.• Side note: This functionality should also be available in the standard Inbox “Table Layout.”4. Batch SelectionEnable agents to select multiple spam messages at once for actions like “Mark as (not) Spam” or deletion.5. Permanent DeletionConversations in the spam folder should be permanently deletable. Spam should not accumulate indefinitely.• Currently, we hand

When a human agent takes ownership of a case, particularly for complex, multi-step issues like repair bookings or courier collections, and Fin subsequently handles part of that conversation (e.g. answering a status update, running a procedure), there is currently no native way to automatically return the conversation to the original owning agent once Fin's involvement ends or escalates. Our agents handle cases that span multiple touchpoints. An agent may book a scooter collection or repair, making them the case owner with full context. If the customer later contacts us again, Fin may handle the interaction but when Fin escalates or the conversation needs human attention again, it lands in an unassigned team queue. The original agent loses the case unless they find it or it gets manually reassigned to them. The only current workarounds I can think of:Agent name tags + a workflow branch per agent (brittle, requires maintenance as the team changes) Creating a new custom attribute (however

Our Support, Sales, Onboarding and Billing teams all use Intercom so we have different set ups and way of working for each team. For our Support team, being able to use Assignments with Automatic Away Mode is really important so conversations don’t keep on loading up individual inboxes. However, there is only a global setting for Automatic Away Mode, which means other teams would also be affected when we switch this feature on as they will be set to Away without knowing it. So unless they are constantly monitoring Intercom (they work in other systems too) then they might not receive a reply or it gets unassigned from their inbox. Can you please consider adding more value to this feature by letting us choose the users it should only take effect on? Thank you.

We would like to request greater flexibility for configuring Intercom message notifications within web applications.Intercom notifications can appear in fixed areas of the screen, such as the lower-right corner. Depending on the application layout, the notification widget may overlap important interface elements, including primary action buttons such as Next, Continue, or Save. When this happens, users may be unable to continue their workflow without first dismissing the notification. This is particularly inconvenient when the message is unrelated to the task the user is completing.Requested improvementsWe would like to have the following options: Customizable notification positioning Allow the host application to configure where notifications appear, or define areas of the interface that the notification widget must avoid. This would ensure that notifications do not block buttons, forms, navigation elements, or other essential controls. Per-user notification controls Provide an opti

We’d like to be able to customize the wording of the email that is sent to notify customers when we reply to their conversation. I don’t mean we want each email to be unique, I mean we’d like to use our own template rather than the one provided by Intercom. Currently you can customize your signature, but not the content.

It would be great to have a "follow up” option that allows our customers to easily include any information from previously closed tickets. At the moment it is only possible to reopen the closed conversation (which should not happen due to SLA compliance) or create a blank new ticket without links / information from the previous conversation.

Right now, Facebook Messenger conversations automatically become new after a fixed 5‑day period when a conversation is closed.It would be really helpful if this delay could be configurable per workspace, similar to how it works for email.Use case:Support teams sometimes need longer or shorter inactivity windows before a new conversation is created. A customizable setting would allow better control over conversation lifecycle and reporting. 

Allow admins to set a time limit for how long customers can submit a CSAT rating after a conversation handled entirely by FIN.Currently, customers can still rate conversations several months after they took place, which can result in feedback that no longer reflects their original experience. While a time limit is available for the separate CSAT app, this option is not available in the “Let Fin Answer” steps in Workflows.Requested improvement: Allow admins to configure how long FIN CSAT surveys remain open after a conversation. Automatically close the survey once the configured time limit has passed, preventing customers from submitting ratings on older conversations.

We sell a lot of expensive medication. I.e., weight loss jabs (i.e., Mounjaro/Wegovy)It can be over £200 for a month's supply of weight loss medication.We get customers writing in all the time saying they're having issues with their pen. Their pen is broken, and it needs replacing.We are, of course, happy to replace their pens, but really often what is needed are some good troubleshooting instructions.i.e. Have you tried this? First try this, then try this.This could be very smoothly achieved if Fin was able to walk a user through various steps with how-to videos. These pens are a physical medium, and it's quite hard to convey what you need to do to a beginner with just text. I feel a video, or a series of videos following a series of steps in a procedure, would really help bring this to life.

I created a macro that sets conversation attributes and tags, and auto-closes when I send.It worked perfectly, set the conversation type attribute and then closed it.Then I added a setting requiring that one conversation attribute be set in order to close a conversation, which we need.Even though I’m setting the conversation attribute before the auto-close action on the macro, I can’t actually send the macro because the conversation cannot be auto-closed without the attribute set. The ordering of the actions does not solve the issue, the auto-close action shows in red and I can’t send until I remove it.I’ve removed auto-close as a workaround but I’d really like to be able to add it back. 

Problem:@mentions are triggered when a note is created. If we later edit an existing note, the content is simply updated in place. The original posting event (when mentions are processed) doesn’t run again. Because of that, adding a new @mention during an edit won’t notify the teammate.Request:Is it possible to change this behavior, so mentions are triggering on note edits?

It would be great to be able to re-order custom attributes in the 'Details' box on a Contact page. At the moment the details attributes are listed in a random order. Being able to order and group them would be a huge win in terms of ease of use 👍

The Problem: Currently, when our team makes outbound calls that go to voicemail, the automated survey script plays at the end of the voicemail message.The Solution: We would love a feature that lets us set a minimum duration timer for outbound calls before a survey is triggered (e.g., only send a survey if the call lasts longer than 2 minutes). This would ensure surveys are only presented after actual conversations and circumvent the issue of leaving surveys on voicemails.

Situation: We need to create a feedback file or ticket for each agent on a monthly basis that includes all review information.Current Challenges: We currently lack filtering options for agents to check their reviews in the "Reviews Received" section. This is a critical part of our Quality Assurance (QA) process, especially since we have a monthly Internal Quality Score (IQS). As a result, we cannot share our reports with agents, and they cannot filter reviews within a custom date range.To address this, you added an Issue section to the Review tab. We initially considered using Tracker Tickets as a feedback mechanism. However, while we can assign tickets to reviews, we can only view linked chats within the ticket, without any review details included.We also explored the possibility of exporting reviews, but this feature is still not available. Our idea was to export reviews along with notes, chat history, chat IDs, criteria, and scores. This would enable us to analyze feedback comprehen

Help Center pages have og:title, og:description and og:image, but no og:site_name.Apps like Telegram then fall back to the domain and capitalise it, so our help.1inch.com links show "1Inch" while our brand is lowercase "1inch". Custom HTML is not supported, so there is no workaround.Please output og:site_name from the Help Center display name, or add a dedicated field next to the social media image setting.thanks in advance!

Hi,Customers who contact us through the Messenger can view their tickets under "Tickets". Right now the list shows every ticket regardless of state, sorted newest-first. That means a customer following up on a long-running ticket may have to scroll a long way to find it. Letting customers filter by ticket state would be a simple quality-of-life improvement, and we'd love to see it added.Thanks!

 Allow collapse of Conversation Detail Pane to expand the conversation window so there’s more space to write responses. 

We are using one Teammate has been unresponsive workflow that sends an internal note to unresponsive teammates. The issue is that there isn't an option for phone. I'd like to be able to send an internal note in the phone conversation if they're unresponsive.