Product Wishlist | Community

SaikaNew Participant

Title: Articles API should support proper heading hierarchy, avoid duplicate H1, and allow native image uploadsSubmitted

When creating Help Center articles via the Articles API, there are a few limitations that make content structure difficult to manage:The article title is automatically rendered as H1, and the body also supports only H1 and H2. If you include an H1 in the body, the page ends up with two H1 headings, which is not ideal for accessibility and SEO. If you avoid H1 in the body, the first heading is automatically converted to H1, so the structure still becomes inconsistent.Additionally, images must currently be referenced via external URLs, which can create concerns around long‑term availability and accessibility when articles are referenced by AI or other systems.It would be very helpful if the API allowed:Full heading hierarchy (H1–H6) in the article body, or A way to prevent the title from being rendered as H1 when the body already contains one, and Native image upload support instead of requiring external URLs.

Forum|Forum|1 hour ago

Page AtkinsonConnector

Allow exporting saved Inbox Views as CSV without granting Reports accessSubmitted

The new ability to export a saved Inbox View as CSV is very useful for teams that need a point‑in‑time snapshot of conversations or tickets.However, the required permission Can export CSV currently lives in the Reports permission group and requires Can access Reports to be enabled. This means teammates must have access to the Reports area just to export a View.It would be helpful if this export capability could be granted independently of reporting access, or if the permission were available within the Conversations/Inbox permissions instead of Reports. This would allow teams to export View data without exposing the full reporting interface.

Forum|Forum|11 hours ago

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GydoParleyNew Participant

Enable to edit own permissionsSubmitted

I would like to have the ability to change my own permissions if i have access to them.I fully understand that you should not be able to change settings or permissions if you do not have access. But I have full access in intercom but i'm unable to change anything for my self, so i have to ask another user to remove my seat.

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Forum|Forum|13 hours ago

Ula Moyse-WhiteNew Participant

Allow more than three levels of Help Center collectionsSubmitted

DescriptionHelp Centers are currently limited to three levels of collections. For a Help Center that serves more than one audience and covers several product areas, that limit gets used up quickly.A common setup looks like this:Level 1: audience (for example, "For admins" and "For end users") Level 2: product area Level 3: task or topic within that areaThat leaves no room to group related product areas together. When a product brings several existing features under a new parent area, the Help Center can't mirror it. We either flatten collections that work well as they are, or add a naming prefix to several top-level collections to fake the grouping. Neither matches how customers find their way around the product.What would helpAt least one more collection level (four in total), or a configurable limit. Or a lightweight grouping option, such as a section or heading inside a collection that can hold sub-collections, without counting as a full level.Why it mattersThe Help Center can mirror the product's own navigation, so customers find articles where they expect them. Teams can restructure when a product changes without breaking or flattening existing collections. Clearer hierarchy should also help AI answers and search pull from the right place.

Forum|Forum|14 hours ago

Tonje Ness MeinhardtActive User

Prevent callback option for anonymous callersSubmitted

When a caller has a hidden/private number, Intercom Phone cannot receive the caller ID and therefore has no phone number available for a callback.Today, these callers can still be presented with the option to request a callback, even though the callback cannot be completed. This creates a confusing customer experience and may lead customers to believe they will receive a callback that is technically impossible.I would like to suggest adding a condition/check before the queue-or-callback choice is presented. If no caller ID is available (anonymous/private number), the callback option should automatically be hidden and the caller should only be offered the option to remain in the queue.This would help avoid failed callback requests, reduce customer confusion, and create a more intuitive phone experience.

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Forum|Forum|15 hours ago

Arnaud VillenaveNew Participant

Help Center pages fail Core Web Vitals (INP) since mid-August 2026 – impacting customers' SEOSubmitted

Since around August 11, 2026, Google Search Console reports INP issues (longer than 200 ms, mobile) on our Intercom-hosted Help Center (help.libon.com).Before that date, we had no INP issues at all. Today, 261 URLs are affected, with a group INP of 223–227 ms, and the number keeps growing.Nothing changed on our side around that date: help.libon.com is a simple CNAME to eu.intercomhelpcenter.com, and we have no control over the Help Center's code, scripts or hosting. The sudden jump points to a change on Intercom's side (a Help Center release or infrastructure change around August 11). What we measured:Real-user data (PageSpeed / Chrome UX Report): Core Web Vitals fail on INP (213 ms). Real-user TTFB is 1.4 s. HAR capture (Slow 4G): 21 JavaScript chunks from static.intercomassets.eu (~400 KB) must download before the page finishes loading at ~4.5 s, delaying fonts until 3.4 s. The Messenger then adds ~285 KB. Lighthouse: Total Blocking Time 440 ms, render-blocking requests (est. 1.3 s savings), more than half of the Intercom JavaScript unused on page load.Since Google uses Core Web Vitals as a ranking signal, this directly affects the SEO of every customer using the Help Center, and customers have no way to fix it themselves.Request:Investigate what changed in the Help Center around August 11, 2026 and its impact on INP. Reduce and defer the JavaScript loaded on Help Center pages. Provide a native option to defer the Messenger on Help Center pages.Other customers: if you host your Help Center on Intercom, check Search Console → Core Web Vitals → Mobile. If you see the same jump in mid-August, please upvote and share your data here.

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Forum|Forum|15 hours ago

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Maarten MunsterNew Participant

Send later option for macrosSubmitted

As a user I would like to use a macro (to save time writing the same reply) but send it later so the customer doesn’t see / get used to that im working outside office hours

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Forum|Forum|16 hours ago

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Ilya MatusevichNew Participant

Block the list of Spam emailsSubmitted

Please add the ability to upload bulk emails and block them because they are spam/ I have hundreds of emails, and I have to block them individually!!! Which is insane!

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Forum|Forum|17 hours ago

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Jean-Denis CoffreNew Participant

Synchronize verified articles of Notion databaseSubmitted

Today Intercom allow users to sync up the public and the internal articles with a Notion database. The issue is that most Notion database contains outdated articles. This leads Copilot and Fin AI to provide wrong advises.Notion provide a native feature to encourage the verification of articles: https://www.notion.com/help/guides/verify-knowledge-your-teammates-can-trust-with-page-verification Then verified articles holds a badge ‘Verified’. This is then very easy using Notion API to filter verified articles only. Having the possibility to automate Intercom articles on verified Notion page would be a great feature to improve the answers of Intercom AI.Note that this is possible to select manually articles from a Notion database but the maintenance of the page to synchronize is way to costly for medium / large companies.

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Uzma RehanEmployee

Configurable retention periods for Fin MemorySubmitted

Configurable retention periods for Fin Memory (currently fixed at 45 days for messages/summaries, 180 days for facts), requested by a customer

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Tony RomaNew Participant

Make Block-type Dynamic Content visible to the Articles API - Beta feedbackSubmitted

Block-type Dynamic Content is currently invisible to the Articles API; inline is partially visibleWe use the Articles API (get_article/update_article) to manage bulk content updates across our Help Center, and we ran a few tests to understand how Dynamic Content interacts with it.Inline Dynamic Content is represented in the body field returned by get_article as a placeholder token:#{{dynamic_content:content-name}}This at least tells us a reference exists and its name, even though the resolved value stays UI-only.Block-type Dynamic Content is completely absent from the API response regardless of whether the block holds text or an image. We confirmed this with three separate tests in the same article: a block-type text entry, an inline-type text entry, and an image inserted as a block. Only the inline entry appeared in the API body; the block-type text and the image were both invisible, even though all three render correctly in the editor and on the live page.This inconsistency matters for any team managing a Help Center via API-driven workflows: block-type usage is completely undetectable programmatically. A script auditing or updating article content has no way to know an article contains a block-type Dynamic Content reference.Requests, in order of usefulness to us:Represent block-type Dynamic Content in the API body the same way inline is handled with a placeholder token.Longer-term: expose a Dynamic Content read API so external tools can detect and enumerate usage across both types.

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Lane DyeNew Participant

Allow custom email "From" Address for Customer ConversationsSubmitted

Allow custom "From" addresses when starting customer conversations from ticketsToday, agents can choose a custom "From" email address when starting a side conversation from a ticket, but not when starting a customer conversation. This option should be available for both.For example, when I'm working a back-office ticket that has no existing customer conversation and need to reach out to the customer, I want to choose which "From" address the message comes from.

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NateCyberSmartNew Participant

E-Mail PreferencesSubmitted

Over time I would find it helpful if there could be a separate function that allows us to tailor our email preferences more specifically. For example, it would be useful to have the option to distinguish between tickets/conversations and the more general Finn AI updates when using the platform. Screenshot below:

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Sara JenisNew Participant

View full audience list from message audience rulesSubmitted

When I’m setting up an email, I can preview the estimated audience, but there isn’t an easy way to open the full list of users who match those rules.For example, if I have a message with a bunch of audience filters/tags, and I want to double-check exactly who will receive it, I currently have to go to Contacts and manually recreate all of the same filters there.It would be really helpful to have a way to either:Open the full matching audience in Contacts with all of the audience rules already applied, or Copy/export the audience filters so they can be quickly pasted/applied in Contacts.Basically, from the message audience builder, I’d love a “View all matching users” option instead of only being able to preview a subset.This would make it much easier to QA an audience before sending, especially when there are a lot of inclusion/exclusion rules.

tommynorNew Participant

Add Ad Hoc Voice Messages Within Existing WorkflowsSubmitted

Hi Intercom team,We would love to see the ability to insert or override a voice message ad hoc within an existing phone workflow, without having to dismantle, edit, and later restore the workflow itself.Use case:There are situations where we need to communicate temporary information to callers, such as:Service disruptions or outages Planned maintenance Seasonal opening hours High call volumes Temporary operational messagesToday, the only option is often to modify the workflow structure to add or replace a voice message. This can be time-consuming and increases the risk of introducing errors into an otherwise well-functioning flow.Suggested solution:Allow administrators to add a temporary voice announcement at a chosen point in an existing workflow, with options such as:Enable/disable with a single click Start and end date/time Priority over the standard message Automatic expiration and rollback to the original flowThis would make it much easier to communicate time-sensitive information while keeping the underlying workflow unchanged.We believe this would be valuable for any team handling customer calls, particularly during service incidents or short-term operational changes.Thanks for considering this feature!

PatrickPPNew Participant

Email Recipient count in workflowsSubmitted

Hello,We have auto reply workflow and need to reply only when [Email Recipient count] is 1sometimes we receive email with 40+ addresses in TO or CC and our workflow do reply to all these emails, we need to skip this and do not reply at all in such cases. Currently there is no solution for this.

Audrey WareNew Participant

Product release intake: auto-flag impacted Help Center articles and update Fin’s knowledgeSubmitted

Auto-flag Help Center articles that go stale when we ship product updates, and suggest the edits needed. This would keep Fin's answers accurate and the knowledge base updated without manual audits/new fin guidance every release.How it would work: we input release notes into Intercom; Intercom surfaces impacted articles and highlights recommendations for sections needing edits and/or net new content.Example Scenario: A feature is changed or removed in our product UI. We paste/upload release notes. Intercom surfaces the exact articles impacted and highlights the recommended edits or new articles. It also ensures that Fin is not surfacing old conversation answers that used to be true in the past. This reduces the risk of outdated content and keeps self-serve accurate.Why it matters: Reduces outdated self-serve content, improves Fin resolution rates (meaning more $ across all customers using fin), and scales KB maintenance as release velocity increases. I imagine even Intercom could leverage this internally for their own knowledge base.

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Abigail Sanderson (she/her)New Participant

Jump to MentionSubmitted

Would like my mentions notifications to jump to the message (s) where I am mentioned, not the most recent message in the conversation. Things get lost if a conversation has continued since the note relevant to me and I want to make sure I catch them all without scrolling and squinting.

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Jekaterina TavgenNew Participant

Block Users by Communication ChannelSubmitted

Hi Intercom Community! 👋It would be great to have an option to restrict users by communication channel instead of blocking them completely.For example, we may need to block a user from Live Chat while still allowing them to contact us via Email.This would be especially useful when dealing with inappropriate behaviour in real-time channels while keeping a formal support channel available.Would be great to know if anyone else has the same need or if this is already planned.

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Paul Jeremy NunesNew Participant

Tooltip Blocks Access to "Manage Participants" in Multi-Participant ConversationsSubmitted

SummaryWhen viewing tickets or conversations with multiple participants, the tooltip displayed on the Merge option ("Unable to merge this ticket because it has multiple participants") appears directly over the Manage Participants menu item, making it difficult to access.The ProblemOne of the most common actions in multi-participant email conversations is managing the participant list. In particular, I frequently need to remove our support email address when it has been automatically added as a participant through email replies.If the support address remains in the participant list, customers who use "Reply All" can unintentionally generate duplicate responses and additional conversation noise.Unfortunately, the tooltip for the disabled Merge option appears directly over the text of the Manage Participants menu item. As soon as the cursor passes over the disabled merge entry, the tooltip covers the item I'm trying to click.This creates a frustrating workflow where I have to:Wait for the tooltip to disappear, or Carefully click a very small uncovered area of the menu itemBecause participant management is a frequent task, this interruption occurs many times per day.Suggested ImprovementsAny of the following would significantly improve usability:Option 1: Reposition the TooltipDisplay the tooltip to the side of the menu rather than directly above the menu items.Option 2: Add a Hover DelayIntroduce a short delay (for example 500-1000 ms) before showing the tooltip. This would allow users to move directly to Manage Participants without triggering the popup.Option 3: Prevent Tooltip InterferenceAllow pointer events to pass through the tooltip or ensure it never overlays clickable menu items.Option 4: Improve Menu LayoutConsider placing Manage Participants higher in the menu than actions that are disabled when multiple participants exist.ImpactThis is a small UI issue, but it affects a high-frequency workflow. Reducing the friction around participant management would save time, reduce user frustration, and make common email-based support activities more efficient.Expected behaviour: Inform the user why merging is unavailable without obstructing access to nearby actions.Current behaviour: The tooltip obscures the "Manage Participants" action, making it unnecessarily difficult to click.

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Or BarnivNew Participant

Allow customizing Free/Busy status and colors for Workforce‑synced Google Calendar eventsSubmitted

Events created in Workforce and synced to Google Calendar are currently always marked as Free and use a default color. This means teammates can’t mark certain events as Busy or change the color to better reflect availability or event type. Additionally, because each event is a separate instance, there’s no way to bulk update these properties in Google Calendar. Any edits made in Google Calendar are ignored and overwritten by the Workforce sync.It would be very helpful if:Some synced events could be set to Busy instead of Free Event colors could be customized Bulk edits were possible for recurring or similar events Teammates could customize these options without manager assistance

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AiFinPayNew Participant

Enable Fin AI Agent to autonomously pay for external APIs and servicesSubmitted

As Fin AI Agent takes on more complex end-to-end workflows, some tasks may require access to paid third-party APIs, data, compute, SaaS actions, or other digital services.Today, these workflows can stop when a human needs to purchase or approve access to an external paid resource.We propose allowing Fin to request an approved external service, receive its commercial terms, verify the request against predefined spending policies and limits, authorize the payment programmatically, receive a verifiable receipt, and continue the workflow automatically.Workspace administrators should retain full control over approved providers, budgets, transaction limits, permissions, and approval rules.For example, Fin could need a paid data or verification API to resolve a customer request. Instead of escalating to a human to purchase access, Fin could automatically pay for the approved API call within its assigned budget, receive the result, and complete the customer workflow.This would allow Fin to handle a broader range of real-world workflows autonomously while keeping all spending governed and auditable.AiFinPay is building this type of financial authorization and payment infrastructure for autonomous AI agents, and we would be happy to explore a technical pilot with Intercom if this capability is relevant to the roadmap.

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Briana M.New Participant

Single macro with channel-specific contentSubmitted

Our teams would really benefit from the ability to create and manage one macro with distinct email and chat versions, automatically selecting the appropriate content based on the conversation’s channel.Current limitationOur teams have to either reuse the same response across email and chat or create separate macros for each channel.Email often needs a greeting, more context, and a closing, while chat benefits from shorter, more conversational wording. Creating separate macros increases the volume of content to manage, clutters the macro library, and requires teams to maintain related responses in multiple places.Requested enhancementAllow teams to: Maintain email and chat variants within a single macro. Automatically insert the correct variant based on the conversation’s channel. Share common wording across variants while customizing elements Easily identify which channel variants are available or need updating. Why: This would reduce duplication, simplify content maintenance, and help agents find the right response faster while preserving a natural communication style for each channel.ExampleA single “Refund approved” macro could contain: Email: “Hi [name], your refund has been approved. You can expect it within [timeframe]. Please let us know if you have any questions. Best, [agent]” Chat: “Your refund is approved! You should see it within [timeframe].” Both versions would live under one macro, with shared details maintained centrally.

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SelvaNew Participant

Can I add tables to my Inbox replies?Submitted

How can I add tables to the chatbox? If I try to copy a table and paste it on the chat it was just plain text without a table. Can this be resolved?

7

AbdelbakiNew Participant

Ability to Edit Sent Replies in ConversationsSubmitted

Currently, once a reply has been sent in a conversation, it cannot be edited and can only be deleted. This limitation can impact clarity and efficiency, especially when small corrections are needed (e.g. typos, missing information, or minor wording adjustments).We would like to request the ability to edit a reply after it has been sent, rather than requiring deletion and re-sending.Expected Benefit:Improves communication accuracy and professionalism Reduces unnecessary message deletions and follow-up messages Enhances overall user experience and efficiency when handling client conversationsSuggested Behaviour:Allow users to edit sent messages within a defined time window (e.g. 5–10 minutes), or Allow edits with an “edited” indicator displayed for transparency

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