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Ed MorrellNew Participant

Workflows & Automations

Ticket to Fin response

When a ticket is created from a contact form submission containing the customer's full query, Fin currently does not respond and the ticket closes due to inactivity because Fin is waiting for a new customer message. Is there a way to configure Fin or

LouiseKleinNew Participant

Notifications ToggleSubmitted

Action notifications should be a personal preference that users can toggle on or off. We can disable them workspace-wide through the API, but preferences vary: some people find them useful, while others strongly dislike them. This should be a user-le

1

Krizza HababagEmployee

Separate Controls for Incoming and Outgoing AI Translations

Customers would like more granular control over AI Inbox Translation by allowing incoming and outgoing translations to be managed independently.Currently, AI Translation functions as a single feature that both:Translates incoming customer messages fo

Chantel BrownNew Participant

Feature Request: Ability to CC Intercom Seat Holders on Outbound EmailsSubmitted

Currently, when an agent holds an Intercom seat, they cannot be CC'd on outbound emails sent through Intercom by another agent. The only available workarounds are tagging the agent in the notes section or reassigning the ticket entirely, neither of w

1

Joe CaffreyActive User

Share your Guidance Prompts!

Would love to keep a thread going of what prompts are working for your teams, so we can generate some best practices across the community. 🙌🏻Share away!

Jeff LeppinkNew Participant

We need a better way to organize linked content in the Knowledge sectionSubmitted

We would like to request a better way to organize linked websites for Help Center content (linked websites cannot be managed or organized, even into simple folders.) They currently sit stacked on the left menu bar and it’s a mess.

4

Jeff LeppinkNew Participant

Organize external links into folders

We would like to request a better way to organize linked websites for Help Center content (linked websites cannot be managed or organized, even into simple folders.)!--scriptorendfragment-->

DriboNew Participant

[Feature Request] Send whatsapp templates via REST API

Hi guys,As far as I know, currently there is no option for sending Whatsapp templates via REST API (correct me if I’m wrong). Whatsapp don’t allow sending messages via their API directly if the number is already connected to your system. That leave u

Madeleine AcevedoNew Participant

Built-in feature for anonymous end user trackingSubmitted

I want to track anonymous end users searching for articles. This is a feature Zendesk has built into their platform and should really be a standard in Intercom. Right now, the only way to get this specific is to use the Google Analytics integration (

1

PrincessNew Participant

Prevent visitors replying to closed conversationsSubmitted

Please add an hours and minutes option for "Prevent users replying to closed conversations"? Having it set to a minimum of 1 day feels a bit too long for us.

1

Jeff LeppinkNew Participant

Organize external links into folders

We would like to request a better way to organize linked websites for Help Center content (linked websites cannot be managed or organized, even into simple folders.)!--scriptorendfragment-->

AceNew Participant

Intermittent HTML 4xx/5xx from REST API (succeed on retry)

Hi Intercom Team,We're hitting intermittent errors from the REST API that appear out of the blue — not correlated with our request rate or any code change on our side — and that succeed when we retry a short while later.The responses come back as HTM

cobbsy99New Participant

Deleting outbound posts

I add an outgoing post every month, to let our clients know of upcoming Windows updates / server reboots.I remove these posts from the Outbound > Messages section, but they remain visible and accessible in the front-end Intercom messages that are

Andrii FedykActive User

[Webhooks] Bot's replies in conversation.admin.replied topic

The Intercom platform has following webhook topics: - conversation.admin.replied -- Admin conversation replies - conversation.operator.replied -- Fin/Bot replies to a conversationHere all topics https://developers.intercom.com/docs/references/webhoo

Amber StephensNew Participant

What's the best way to enable subscription types after we've begun using outbound messaging?

My company has used Intercom for years but we have not yet made use of subscription types. We have hundreds, if not thousands, of customers who have opted out of all emails so they aren’t receiving account related emails. The only real option I see i

Anca LupituNew Participant

Confluence sync as public

Hi - I am sure some of you got into this issue, so any best practices are more than welcome. I want to connect Confluence to Fin as a content sources, however I can see that the articles in Confluence are automatically synced as internal articles. So

Jennifer ANew Participant

Losing the previous conversation history for my customers

When did Intercom disable the functionality for viewing past conversations for the end users?It is a HUGE downgrade for us and for our customers. We depend on them being able to view the previous conversations.

בן גטניוConnector

Dynamic per-user Authorization header in Intercom Data Connectors

Hi everyone,We’re trying to build an Intercom Data Connector that retrieves customer-specific data from our backend.Our backend API requires a user-specific access token. This token is generated only after the customer completes an OTP/authentication

Hallow DevelopersNew Participant

Crash on CarPlay in iOS 27

Bug Report: Unrecognized selector sent to CPTemplateApplicationScene (CarPlay) — iOS 27 Summary The Intercom iOS SDK crashes the host app with an **unrecognized selector** exception when aCarPlay scene is involved in scene lifecycle. Intercom sends a

NumanAdamNew Participant

Creating back office tickets from negative CSATs for Fin

Hey all!I’d been exploring this using Fin but had hit a road block and wanted to see if anyone had created anything like this:We want every negative Fin CSAT to create a ticket to our team to review to see if we could make any changes to Fin.We use a

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