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Currently, Fin AI Agent has no way to add CC or BCC recipients to its outbound email replies. Fin can only carry forward participants that were already on the inbound thread , there is no mechanism to inject a standing address into every reply Fin sends. When human teammates reply, they can manually add CC or BCC recipients. But when Fin handles the conversation autonomously, there is no equivalent option, meaning automated responses fall outside these oversight and compliance workflows entirely. What we're asking forThe ability to configure one or more standing CC and/or BCC addresses that are automatically included on every email reply Fin sends. Ideally this would be configurable at:Deployment level — a global setting under Fin AI Agent > Deploy > Email that applies to all Fin email replies Workflow level — an option within the "Let Fin handle" step for more granular control per workflowThis would bring Fin's email behaviour in line with what human teammates can already do man

Right now, the Intercom help article editor doesn’t have spell check. You need to rely on extensions to see simple spelling errors. Request to add simple spell check functionality to the help article editor. 

The styling options for Newsfeeds are so limited as to make it almost impossible for Newsfeeds to meet basic accessibility and usability requirements. For example:The link text in the header is always white, no matter what background color or image is shown behind it. So the header basically has to be a dark background. The footer is always white, so only a dark-color logo will show in the footer… which of course conflicts with the fact that only a light-color logo will work in the header.  The uploaded logo image is so small as to be completely unreadable Author avatars show as… white text on a white background (?) so they basically just appear as blank white space in each post. There are no styling options at all for post content There is no way customize fonts There is no social button available for Instagram, for some reasonThis makes it very difficult for us to even adopt the Newsfeed feature at all. The Newsfeeds should be brought up to parity with the styling options available i

During product outages when the Messenger is unavailable - it makes it almost impossible to notify affected customers directly. Outbound messaging currently cannot filter by ticket status (for example, “Open” tickets). This makes it difficult to target only customers who currently have open support tickets.A solution would be:The ability to filter outbound audiences by ticket status (e.g., Open tickets).This would make it much easier to proactively communicate with affected customers during incidents

We are using intercom a lot and has been a great tool so far. However now that we are growing and our helpdesk is growing as well, we notice that the current way the navigation is setup becomes way too complex for our customers and even ourselves. Once somebody clicks on an article from the homepage of our documentation, they can't clearly see under which topic/parent that page belongs (besides the breadcrumbs). For example we could have the topic onboarding which involves 6 articles and a topic authorisations which can have 10 articles for each authorisation we offer. To navigate between articles onder 1 of these topics is currently not super straightforward. Long story short, what we are really hoping, as we don't want to have to migrate to another tool just for our helpdesk/docs; is if it would be possible to have a sidebar available in the documentation/helpdesk. This would allow people to know exactly where and under which hierarchy they are viewing an article and allows them to e

I recommend implementing a WYSIWYG field for the Notes section in the Review area. This enhancement would significantly improve the readability of feedback provided to agents, making the information clearer and more accessible.

Given that multiple agents may engage with a single chat, it is possible for several reviews to be associated with one conversation, which could lead to confusion. To enhance clarity, I recommend implementing a “related reviews for this chat” feature within the review section, located under the “Submit Review” button. This addition could greatly improve the QA experience.

It is important to review the details regarding which agent made edits to the fields in the Qualification tab, along with the corresponding date and time of these changes. This information could be effectively incorporated into the `Show conversation events` feature for better tracking and transparency.  

At present, there is no functionality that allows users to copy a link to the review or to view the review directly within the chat tabs. It is essential for us to have the capability to share links with both leads and agents, particularly when specific reviews require greater attention.

Ability to auto trnaslate help center, ideally syncing an image creation tool that translates UI although tech is probably not there yet.

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.

This wasn’t a problem until recently, but something seems to have updated over the weekend where both # and \ open the macro list. I’m sure that’s helpful to someone, but the thing is that \ is how I open Grammarly snippets, and since Intercom now has that, it makes it impossible to open Grammarly inline.  The # was more than enough. Please at least give me the option to disable the secondary option so I can use Grammarly in the inbox

I would like to be able to reply to an email and schedule send it for the morning. I am sometimes working late at night or I know the person I am emailing is on vacation and I don’t want to bother them. I would like to be able to schedule the email for another date/time and have it send then. I should be able to edit that email after I click “schedule” and make updates if I need to. There should also be an area where I can see all my scheduled emails. This is a feature that exists already in gmail and most other emailing platforms.

It would be good to have the ability to schedule emails sent from the inbox to allow forward planning of adhoc outreach. 

Would love to be able to organize all our tags by folder, just like we do with macro’s. It would make adding tags so much easier, not having to scroll through forever to find the tag. Especially since I have to use tags for several workarounds, we are getting to be heavy on tags. 

to be able to filter by custom data fields = NULL (having not be filled out or selected) Really annoying you can’t do this right now.