All ideas

Problem Instagram post links currently point to static media URLs on Instagram's CDN rather than the actual posts, and carousel posts only display the first image. Request Update Instagram links to point directly to the post URL on Instagram.

Request Add an option to AI tagging rules to apply only one tag from the configured list, similar to required tagging rules.

Problem Only one person can be assigned to a conversation, but multiple team members sometimes need shared ownership and responsibility for the same conversation. Request Support assigning multiple teammates to a single conversation so they can co...

Problem Users forget to sign out or get pulled away from their desk, but the system doesn't automatically set them to out of office, causing rule-based assignments to continue routing conversations to unavailable teammates and resulting in missed ...

Problem Round-robin assignment only works with individual teammates or static groups, not with shifts. Teams with rotating roles and overlapping schedules can't route inbound conversations based on who's currently on shift. Request Support shift-b...

Request Set new calendar events to automatically default to 'Free' availability status instead of 'Busy'.

We rely heavily on the Intercom <> Front integration to manage customer conversations. Recently, we’ve started using Intercom’s FinAI feature, which provides AI-generated responses to customer queries. However, these AI replies are not visib...

Problem Snooze durations are fixed globally and cannot be customized for different companies or teams. Request They want to define and set custom snooze duration options at the company level, allowing different teams to have snooze times that matc...

Request Add support for inline code and code block formatting (using backtick and triple-backtick notation) in the message composer, with appropriate styling. Context Helpful for teams responding to developer support requests.

Problem When a conversation starts on one channel (such as chat), there is no easy way to transition it to another channel type like email, SMS, or WhatsApp. Request Allow continuing a conversation across different channels.