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Madeline G.New Participant

Specific SLA Type Indicators in Conversation ListsSubmitted

Goal: Display the specific type of SLA (First Response, Next Response, or Close Time) directly in the team inbox and custom views. The Problem: Currently, the conversation list only displays the time value and color (e.g., "5m" in a red oval). While

1

Madeline G.New Participant

Enable Priority Routing & Secondary Inboxes for Round RobinSubmitted

The ProblemCurrently, advanced routing features (specifically Priority Routing and Secondary Inboxes) are exclusive to the Balanced assignment method.While the Balanced method aims for equal workloads, it creates a "Efficiency Tax" for our team: Perf

1

Ashley MNew Participant

Fix teammate presence, it’s causing duplicate workSubmitted

Show teammate presence while a teammate has the conversation open (even if not actively typing), until they close the tab or move on.Teammate presence in conversations needs to persist while someone has the ticket open, not just while they’re activel

1

Sophia CenNew Participant

Implement filter functionality to filter out closed tickets for the customer (end user)Submitted

When the end user is viewing their conversation and ticket history, they should be able to easily filter out closed / resolved tickets so that they are only viewing open issues.

2

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S

8 hours ago

Andrii FedykActive User

API & Webhooks

No webhook when a new conversation is created on Intercom Inbox

Intercom has multiple conversation-related webhooks.When a new conversation is created in the Intercom Inbox, the `conversation.*` topics are not triggered.Below the screenshots on how a new conversation is created. Thanks for help!

131

9 hours ago

E

EnvoyKevinNew Participant

Disable self assignmentSubmitted

It would be nice if you could disable self assignment. This way that you’re able to ensure that the round robin function takes place. Right now we have to monitor the queue in order to prevent cherry picking during peak hours.

1

Carolina GallonNew Participant

Support Operations

Cancel my intercom membership

Hey there is no button to cancel my subscription and no one in the chat is helping me, could you give me a hand?

121

11 hours ago

K

Kathleen BuckNew Participant

Outbound

Confirmation of emails in Intercom through Outlook in outlook outgoing/sent folders

After starting a conversation or sending/responding in an email thread within intercom, is there a way to see it actually in the “sent” folder within outlook? I feel as though I cannot confirm if all my messages are actually being sent or leaving fro

Johanna BunnNew Participant

Bulk change Help Center audience targetingSubmitted

Would be great to be able to bulk change Help Center article visibility Editing the audience on each article individually is time-consuming and frustrating Ideal end state: be able to bulk change article audience permissions by collection or by selec

5

Jasmine AdgersonNew Participant

Add a "snooze duration" label in the Snoozed inbox view, so I can see how long each conversation is snoozed for without waiting for it to reopenSubmitted

This would be especially helpful when snoozing conversations far in advance for specific type of follow-ups on a certain date. Being able to see the snooze duration or reopen date directly in the Snoozed view would make it easier to keep those conve

1

30

J

13 hours ago

Andrii FedykActive User

API & Webhooks

No webhook when a new conversation is created on Intercom Inbox

Intercom has multiple conversation-related webhooks.When a new conversation is created in the Intercom Inbox, the `conversation.*` topics are not triggered.Below the screenshots on how a new conversation is created. Thanks for help!

131

9 hours ago

C

Carolina GallonNew Participant

Support Operations

Cancel my intercom membership

Hey there is no button to cancel my subscription and no one in the chat is helping me, could you give me a hand?

121

11 hours ago

Gustav RiedererNew Participant

Apps & Integrations

Shopify Storefront MCP Connector broken: "Tool not found: search_shop_catalog"

Hi everyone,since around April 17th, our Shopify Storefront MCP Data Connector ("Search shop catalog") has been completely broken. Every call returns:"Tool not found: search_shop_catalog"Background:Shopify renamed the Storefront MCP tool from search_

arupertNew Participant

Train Fin

Guidance Limitation

Hi All, How do you all work around the guidance limitation of 100 pieces of total guidance? We have the opportunity to consolidate some guidance, but because the bot is used across multiple teams with different workflows and channels, this limitation

bananabreadeaterNew Participant

API & Webhooks

Outbound mail webhook, which headers to use?

I've been searching through the Intercom docs, asked Fin, and tried Claude, but I can't find a clear answer on this.I want to set up a webhook that triggers for every outbound email we send. When I try conversation.admin.replied and conversation.admi

Lawrence TohNew Participant

Reporting

Handling time affected by Snooze

I have a workflow set up as follows:If the customer has been unresponsive for 30 seconds → Snooze (4 hours) → Closing message → CSAT → Close.The issue I’m facing is that when the snooze timer ends, the conversation is assigned to another teammate (e.

LouiseKleinNew Participant

Outbound

Save Drafts for Side Conversations

The new UI update on inbox may have affected the behavior of side conversations.Current behavior: When composing an email in a side-conversation, closing the sidebar discards the draft entirely. Reopening the sidebar shows an empty compose field.Expe

Richard HarrisNew Participant

Knowledge

Setting Help Article Permisions per Article / Collection

We are looking to setup that certain users are only allowed to edit internal help articles but not general public help articles. Currently you can only set permissions for all article editing, not just certain articles or collections. This would allo

181

2 days ago

A

alexheidiNew Participant

Analyze Fin

When will Intercom features build for Multilingual users?

It appears new features are regularly deployed without testing against multilingual use cases, we now have Procedures, and Recommendations incompatible with our workspace, seemingly due to multilingual articles.Great example of "garbage in - garbage

Liam HarperNew Participant

API & Webhooks

[BUG] MCP search_articles - Filtering by help center does not work

I am using the MCP search_articles here: https://developers.intercom.com/docs/guides/mcp#_-9Currently, help center filtering does not work. I suspect this is because the MCP endpoint uses help_centre_id while the REST API (https://developers.intercom

100

L

3 days ago

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