My votes: Systems

For security purposes

We want to authenticate our customers when they create a support ticket on our contact form. The best implementation for this in our organisation would be to have a login-controlled support form page similar to the existing login-controlled KB tha...

Ability to see the 'seen' icon along with the sent time in the automated response email. It will help the support with a more precise answer.

Enable sharing word and excel files through a WhatsApp message

We would like to send bulk SMS out using a template that will pull the name in each SMS such as 'Hi Sam' and 'Hi Kate' so the SMS does not copy the name for every recipient.

Add a tag to an individual message within an SMS thread

SMS channels should be able to send/receive video files in 2024

Submitting this on a behalf of a customer. It would be nice if for the initial import of an inbox if we synced over things we normally don't on the new sync logic. So statuses like Read/Unread. The reason is that for new users it's hard for them t...

For larger enterprises this type of process can turn into a really heavy exercise if there are hundreds or thousands of channels

When using Intercom directly through their site, as an admin handling customer messages you will see a typing indicator when the customer is typing. This is helpful to see if the customer is typing more, so if you should wait for them to finish be...