Product Wishlist

Julian BurkeNew Participant

Feature Request | Custom IP Options for VIP ClientsSubmitted

High volume Intercom clients should have options for custom IP handling to avoid message delivery failures. From current documentation it seems Intercom recycles a pool of IPs. Some of those recycled IPs get marked as spam, and that can cause spam systems to interrupt normal email communications even with long established customers. “Russian Roulette” is not a viable business strategy.

Forum|Forum|1 hour ago

Julian BurkeNew Participant

Feature Request| Conversation Event Log API exposureSubmitted

Conversation event logs need to have the ability to be pulled via API.

Forum|Forum|2 hours ago

Julian BurkeNew Participant

Feature Request| Tag Logging Visibilit`y in EventsSubmitted

We need a way to be able to tell who applies tags and when. Making that information visible in the event logs would be extremely helpful.Additionally, this and other conversation events should have the ability to be pulled via API. I will submit a second topic for the API feature request.

Forum|Forum|2 hours ago

Hannah WangNew Participant

Last In First Out (LIFO) Conversation AssignmentSubmitted

We are looking for a way to implement Last In First Out (LIFO) assignment in our workload management settings. Currently, all the conversation sorting attributes (Conversation priority, Waiting since, SLA, Started at, and Team inboxes priority) are set up for First In First Out (FIFO) assignment, and there is no way to reverse the order to LIFO. It would be great to have the ability to set LIFO assignment across channels via Intercom’s conversation sorting attributes.

Forum|Forum|2 hours ago

Dallan KoyleActive User

Allow Multi Channel Communication in a single ticketSubmitted

I’d like to submit a feature request that would significantly improve our team’s workflow and customer experience.Currently, we often need to communicate with customers across multiple channels during the lifecycle of a single issue. For example, we use SMS for real-time communication, but rely on email when requesting or receiving attachments such as DOCX, XLSX, PDF, or JPEG files.At the moment, these interactions are separated, which makes it difficult to maintain a unified view of the conversation. We would greatly benefit from the ability to support multiple channel conversation threads—both customer-facing and back-office—within a single ticket.Ideally, this would allow:SMS conversations for quick, real-time communication Email threads for document exchange and longer-form communication All interactions to be linked and visible within one unified ticket viewThis capability would help our team stay organized, reduce context switching, and provide a more seamless experience for our customers.Thank you for considering this request. We’d be happy to provide additional context or participate in feedback sessions if helpful.

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Forum|Forum|3 hours ago

Milasin PetrovicNew Participant

Workflows during a conversation: Add action "set ticket state"Submitted

Hello, For workflows using “During a conversation” such as the triggers “Customer sends any message” or “Teammate sends any message” we cannot change the state of the ticket. The goals would be: When Teammate answers to a ticket with the submitted status, change the state to “In progress”. When customer answer to a ticket with the resolved status, change the state to “Submitted”.

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Forum|Forum|4 hours ago

RoyTop Expert ✨

Dynamic UI Previews: Generating Ephemeral App Experiences from API Responses in Fin FlowsSubmitted

⚠️ Problem StatementCurrently, when a Procedure Builder configures a flow to fetch external data (e.g., retrieving a list of recent orders, linked accounts, or purchased products via an API), the experience often breaks continuity. After the data is fetched, Fin has to ask the user to manually type out the specific order number or product name into a blank text input. This manual transcription introduces friction, increases the margin for user error, and degrades the premium "app-like" messenger experience. ✅ Proposed Solution / Feature ConceptIntroduce an automated, temporary messenger app experience generated dynamically from API payloads. Instead of returning raw text or forcing a manual text reply, Fin should leverage an ephemeral UI component (a "Preview App") directly inside the messenger canvas.When an API response returns an array or an object collection, the Procedure Builder should be able to map those objects to interactive UI elements. The customer can then simply click/tap their selection from the visual response to advance the flow. 🛠️ Example Use Case / Flow Step 1: Fin initiates a backend check: "Display all orders for this customer." Current State: Fin lists the text or drops a blank input box: "Please type the order ID you are referring to." Proposed State: Fin renders an interactive list/carousel card component showing the last 3 orders (Order #, Date, Total). Step 2: The customer clicks the specific order card. Step 3: Fin instantly updates the context and moves to the next interactive picker: "Which product from this order are you referring to?" (Renders clickable Product Items).

Forum|Forum|6 hours ago

David MillershipNew Participant

Make workflow exports diagram-friendly by linking mid_path_action steps to their action detailsSubmitted

When exporting workflows, some steps appear as mid_path_action and their actual behavior (tagging, assigning, etc.) is stored in embedded_rules. This makes it impossible to automatically generate accurate workflow diagrams (e.g., Mermaid) from the export, because there’s no reliable mapping between the step and what it does. Please add a clear link or identifier in the export so each mid_path_action can be matched to its corresponding embedded_rules action, so diagrams can be generated without manual UI inspection.

Forum|Forum|10 hours ago

Helena BjörkengrenNew Participant

Show only teammates assigned to the current brand in the Messenger team profileSubmitted

From Fin: “The three teammates shown in the red ring (the Messenger team profile) are picked automatically, and you can’t select which three appear or narrow them down to a specific brand or team.The only way to influence who shows up is to send a test message via the Messenger and have the teammate you want to represent that brand be the first to reply.So if you’re seeing teammates from the wrong brand in the red ring, there isn’t a setting to fix that right now - it’s a known limitation.”This known limitation is really impacting the brand experience. You can’t expect us to want to mix brands within the same workspace. This is not the first time that the multibrand experience within the same workspace isn’t working properly. This is just a small thing but it’s the details that makes the difference. Thank you.

Forum|Forum|10 hours ago

Henrik RActive User

Customizable AI Summaries for Inbound CallsSubmitted

We would like more control over what is presented in the AI Summary for inbound phone calls.Today, the AI Summary for inbound calls is automatically generated and cannot be customized. It would be very valuable if admins could influence or enrich the generated summary based on captured attributes during the call.Example use cases:Identification number Store number Customer ID Order number Selected menu option / routing pathIf these attributes are captured during the conversation or workflow, it would be extremely helpful to:Include them automatically in the AI Summary Control how they are formatted/presented Prioritize important operational data at the top of the summaryExample:“Customer called regarding invoice issue. Store number: 12345678. Routed via Billing queue.”This would make inbound call summaries much more actionable for support teams and reduce the need to manually listen back to calls or search for key identifiers.

Forum|Forum|11 hours ago

Henrik RActive User

FIN Voice: Support Keypad Entry for Numeric IdentifiersSubmitted

Currently, FIN Voice supports keypad input (DTMF) only for limited use cases such as call ratings (1–5) and simple reply options (press 1, 2, etc.).We would like support for free-form multi-digit keypad input during voice conversations, for example:Entering an identity number Entering a store number Entering customer/account IDsUse case:When callers are asked for numeric identifiers, many users prefer entering the numbers on their phone keypad instead of speaking them aloud. This would improve:Accuracy User experience Accessibility Handling of noisy environments Recognition reliability for long numeric sequencesExample:“Please enter your 8-digit store number using your phone keypad.”Requested capability:Capture arbitrary multi-digit DTMF input Store the entered value as a variable in the FIN Voice flow Optionally support validation rules (length, numeric only, regex, etc.) Optional confirmation step (“You entered 12345678, is that correct?”)This would significantly improve voice automation flows that rely on customer identifiers.

Forum|Forum|11 hours ago

James BNew Participant

Automatic Article TranslationsSubmitted

Add the ability to automatically translate articles for different locales.

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Forum|Forum|13 hours ago

jamiebandoNew Participant

Display Side Conversations in the User Profile Conversation HistorySubmitted

Problem Statement / Use Case:Currently, side conversations do not surface in a customer’s Intercom profile under their "Latest conversations" or complete conversation history.This creates a significant blind spot for support and operations teams. When an agent reviews a customer's profile to get a quick snapshot of their history or active issues, they completely miss parallel threads, third-party escalations, or external updates happening inside side conversations unless they manually dig into every single parent ticket.Proposed Solution:We would like to see side conversations integrated into the customer profile timeline. A few ways this could be implemented include:Nested Visibility: Display side conversations as indented or nested items directly beneath their respective parent conversations within the profile history list. Timeline Toggle/Filter: Add a filter or toggle on the user profile (e.g., "Include Side Conversations") so agents can opt into a truly comprehensive timeline of interactions. Cross-Referencing: If an external side conversation is spun up regarding a customer's ticket, a log or reference link to that side conversation should automatically appear on the primary customer's profile.Business Impact / Value:True 360-Degree Context: Agents will no longer miss critical background context or parallel threads involving third parties (like vendors, partners, or internal teams) regarding a customer. Increased Efficiency: Eliminates the need for agents to click into multiple old parent tickets just to check if a side conversation was ever initiated, answered, or resolved. Better Customer Experience: Ensures any agent stepping into a case has immediate visibility over the entire operational picture, preventing communication silos and repetitive internal overlapping.

Forum|Forum|22 hours ago

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Patrice ChatmanNew Participant

Please remove the grey text suggestions and previous conversation context in the inboxSubmitted

This is BEYOND annoying and is risky for new agents who may not delete it before adding their reply.

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Karyna KuznietsovaNew Participant

Separate view for notes in conversationsSubmitted

Currently, notes are getting buried in the conversation, making it almost impossible to get internal context in the long-running requests. Having an option to view notes separately in the conversation or as an app in the right sidebar would be a great improvement for teams with complex requests that take time and may involve multiple agents.

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Daniel F12New Participant

Additional Toll Free Number support for Intercom Phones in other countriesSubmitted

We currently need more support for regions across the board for Intercom Phones. This is holding up our entire transition from our current Five9 telco system to Intercom’s Phone system as we also have TFNs in various countries that are not currently supported by Intercom (backed by Twilio). This is a HUGE roadblock for us to legitimately use and leverage Intercom Phones effectively for regions outside of support with a HUGE technical customer population (e.g. India, Singapore, etc). As a tech company with international customers abroad in all regions and dozens of countries, the ability to not support major Tech hubs such as Singapore, India, UAE, Brazil and others is an incredible gap. This causes us to have two separate workflows for supported and non-supported countries. This is not ideal for any company who has customers in large technical user regions like the latter countries mentioned. Please work with Twilio to expand region and country support for various other countries abroad. This is kind of mind boggling that Intercom, a widely used international support platform, does not support the largest tech hub regions on the planet.

Heidi ChenNew Participant

Ability to save email draft in composerSubmitted

I often provide extensive analysis with formatting in the email reply (composer) to clients, but in the event that I get logged out of Intercom, I lose everything I’ve put together, which can be hours of work lost. Is there a way to auto-save what we’ve composed in the email reply?

Jessica McCulloughNew Participant

Link Multiple Tracker Tickets to ConversationsSubmitted

Sometimes our users report multiple bugs in a conversation. We would like to be able to have two separate tracker tickets in this case but the system will only allow 1 to be linked at a time.

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Tim FremuthNew Participant

Show "Expand window" directly instead of hiding it in the three-dot menuSubmitted

Hi everyone,We love using Intercom, but we notice our users frequently struggling with a specific UI element when dealing with complex support cases.Currently, the "Expand window" option is hidden inside the three-dot ellipsis menu in the messenger. Since that menu literally only contains this one single option, hiding it feels like an unnecessary extra click.Why this matters: Discoverability: We handle highly complex cases with long conversation histories. When we show our customers that they can expand the window, they absolutely love it. However, almost nobody finds it on their own because it’s tucked away. User Experience: Hiding a single, highly useful action behind a dropdown menu reduces efficiency for users who need a larger workspace to read through technical instructions or long logs. Easy Fix: Since there are no other items in that menu, replacing the three dots with the direct "Expand window" icon/button would be a massive quality-of-life improvement for end-users, requiring minimal development effort. It would be awesome to see this UI tweak implemented to make long conversations much easier to navigate from the get-go!

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Simon kingNew Participant

Mini gameSubmitted

Work should not have to be boring. We need a mini game in intercom. To keep busy when work isn't busy.

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Mike WatlingNew Participant

Updating Role Permissions within the Teammate setup pageSubmitted

Oftentimes when provisioning a new Teammate, I have found that the role I want to assign requires updated permissions. In order to make the change, I must navigate out of the Teammate setup page to the Roles setup, and back again to start the provisioning again. Since Roles are exposed in the setup page in the dropdown, it would be nice to have the ability to update them directly rather than the current workflow.

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Lane DyeNew Participant

UI: Note vs Reply buttons are too closeSubmitted

Our team believes the Note and Reply buttons in the Inbox are too close, and it can pose issues with agents sending customer-facing replies when they intended to leave an internal note on the conversation.

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Emil KarlsenNew Participant

(Spotlight Messenger UI) Add option to change the background color of the main conversation chat boxSubmitted

The current dark, blurry, transparent background in the main conversation area makes messages hard to read and feels distracting. Please add a setting to let us choose a solid background color for the larger chat box where the conversation happens, so we can improve readability and match our site’s design.

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cwalsh-topstepNew Participant

Move anchor link iconSubmitted

I’d like to request that the “copy anchor link” button be moved to the left. It currently overlaps with the toggle icon making it difficult to use while editing articles. Whenever I go to click toggle, the anchor link is in the way:

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vrstechnologiesNew Participant

Smart Security Using Biometric Access Control SystemsSubmitted

Enhance workplace safety with smart Biometric Access Control UAE solutions from VRS Technologies. Secure offices with fingerprint and facial recognition systems for reliable access management. Contact +971-55-2093531 for advanced security solutions.Visit us: https://www.vrstech.com

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