Product Wishlist

Ed MorrellNew Participant

Preserve and restore conversation ownership after Fin AI Agent involvementSubmitted

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, we've exhausted our attribute allowance on reporting-critical fields)None of these are clean solutions, they all require ongoing manual maintenance or sacrifice something else.The ask: A native "Case Owner" concept at the conversation level, separate from the current assignee, that: Can be set by an agent when they take ownership of a case Is preserved throughout Fin's involvement in the conversation Automatically reassigns the conversation back to the case owner when Fin escalates, hands off, or the conversation leaves the bot inbox Alternatively, a workflow trigger condition of "previous human assignee" that can be used to route conversations back to whoever held the conversation before Fin took over. As teams adopt Fin more deeply particularly on email channels where conversations reopen and span days or weeks, case continuity becomes critical. Fin is excellent at triaging and answering, but the handoff back to a human needs to be intelligent, not just "drop it in the team queue." This feature would allow teams to confidently expand Fin's scope without sacrificing the accountability and context that comes with named case ownership. This would affect any teams using Fin on email or async channels with multi-touchpoint cases, repairs, logistics, complaints, or anything requiring follow-up over time. ThanksEd

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Forum|Forum|12 hours ago

ClarkNew Participant

Automatic Away Mode for Teams/Inboxes or for individual usersSubmitted

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.

Forum|Forum|12 hours ago

mparker000New Participant

Customizable notification positioning and per-user notification controlsSubmitted

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 option to disable or hide Intercom notifications for individual users who do not want to receive them. This control should ideally be available at the user level, rather than requiring notifications to be disabled for all users across the application. Expected behaviorUsers should be able to continue using the web application without notifications obstructing essential interface elements. At the same time, users who prefer not to receive notifications should have the ability to disable them for their own account.

Forum|Forum|12 hours ago

Alissa BazsaliNew Participant

Customize wording of reply notification emailSubmitted

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.

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Forum|Forum|16 hours ago

Daniel MehrenNew Participant

Allow Follow-Up for closed conversations & ticketsSubmitted

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.

Forum|Forum|16 hours ago

Asim AliNew Participant

Custom “new conversation after X days” for Facebook MessengerSubmitted

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.

Forum|Forum|21 hours ago

Eloisa ManaladNew Participant

Set a Time Limit for FIN CSAT SurveysSubmitted

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.

Forum|Forum|1 day ago

Toby ButterworthNew Participant

Fin can insert videos in a ProcedureSubmitted

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.

Forum|Forum|2 days ago

Chaise TaylorNew Participant

Allow auto-close on macros with required attributes setSubmitted

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.

AleksandarMNew Participant

Mentions triggering on editsSubmitted

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?

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User1968New Participant

It would be great to be able to re-order custom attributes in the 'Details' box on a Contact page.Archived

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 👍

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Julian BurkeNew Participant

Feature Request | Minimum call duration timer to trigger outbound call surveysSubmitted

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.

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miamNew Participant

Export Monitor ReviewsSubmitted

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 comprehensively and keep relevant details organized in the ticket tracker, improving usability for agents.Alternatively, you could add a "Review Notes" option to the report, allowing us to export reviews while selecting from all the other available options you currently offer.

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Ivan TikhomirovNew Participant

Emit og:site_name from the Help Center display nameSubmitted

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!

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René Skov PetersenNew Participant

Add ticket state filtering to the customer-facing "Tickets" list in MessengerSubmitted

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!

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Edrich ChingNew Participant

Collapse Conversation Detail PaneSubmitted

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

Adam WardenInnovator ✨

Including phone as a channel for teammate has been unresponsive workflowsSubmitted

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.

Alicia FerreiraNew Participant

Allow tabs within one Intercom instance to have easier access to view multiple ticketsSubmitted

We need the ability to easily flip between tickets within the same Intercom browser instance without losing the ticket we’re working on- essentially having multiple tickets opened up at once. At this time, the only option is to open multiple browser tabs for each ticket we need to reference which is very inefficient. Having the ability to have tabs of tickets within the same browser tab/instance to flip back and forth between will be more effective and more user friendly when we need to reference information in multiple customer tickets.

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Bradley CoyleNew Participant

Feature Request: Attribute Handle Time to the Interval Work OccursSubmitted

Request:Create a new metric with adjusted conversation handle time based on the interval in which the work is actually performed, rather than the interval in which the conversation was originally created.Business Impact:Today, handle time is tied to conversation start time, which can cause workload to appear in intervals when no agents are actively working. This makes interval-level reporting less reflective of actual agent effort and can create challenges for workforce management, forecasting, capacity planning, and intraday decision making.Value:Attributing handle time to the interval where the work occurs would provide a more accurate view of operational workload, improve reporting accuracy, and enable organizations to make better staffing and forecasting decisions based on when work is truly being completed.This enhancement would significantly strengthen Intercom's reporting capabilities for teams that rely on detailed operational and workforce planning metrics.

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Ali HannaNew Participant

Separate Notifications for Reactions and MentionsSubmitted

Someone mentioning me in a chat is more of a priority for me to look at, vs someone reacting to a message I sent. I consistently see alerts in my Mentions now that reactions are available. I have always made a point to look at my mentions as soon as I see a red bubble, in case someone needs my help, but now most of the time it is just a reaction - something I do not care to look at urgently.

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Kirill RybakovNew Participant

setting for unsending the message (inc emails)Submitted

now we have a sending delay up to 30 seconds but it has to be set up for each sentence. which makes no sense. in case of accidental sending message to the wrong person you have to think of it in advance and setting sending delay for this message. could you add a setting for enabling it for every message automatically. Thank you

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Dmitry FrolovNew Participant

Add More Languages to Messenger SupportSubmitted

We’re looking forward to having additional languages added to Messenger support:Pashto, Sorani Kurdish, Amharic, Chichewa, Haitian Creole, Kazakh, Kyrgyz, Malagasy, Nepali, Somali, Sesotho, siSwati, Tamazight, and Setswana.

Teem DropNew Participant

Extend expiry time for images uploaded in Messenger conversationsSubmitted

Currently, images uploaded within Intercom Messenger conversations only have a 30-minute signed URL lifetime. After 30 minutes, the image links return 404 errors and show "Image unavailable".This creates two critical business pain points for our support team:Quality audit / QA review: Our team performs conversation quality checks on the next working day. When we revisit past tickets, all embedded screenshots are broken, and we cannot review the full context of the conversation. Customer returning to the conversation: If customers come back to the same ticket days later, they also cannot view the screenshots shared earlier by our support agents.We understand this short expiry is a security measure. However, 30 minutes is too short for support workflow. We would like to request an option to extend the expiration time for conversation images, for example to 7 days or 30 days. An optional configurable setting for workspace admins would be ideal, so teams can choose longer expiry if they accept the tradeoff.