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Next-Gen Inbox is now LIVE ðŸ¥³

  • June 8, 2022
  • 1 reply
  • 32 views

Diana Tripac
Intercom Team
Forum|alt.badge.img+2
  • Senior Community Program Manager @Intercom
  • 151 replies

Next-Gen Inbox is now LIVE ðŸ¥³

 

The fastest, most effective and powerful Inbox built for support at scale! How is it next-gen? Well, it's blazingly fast, highly configurable and offers a full keyboard-first experience!

 

✅ To find out more on how to best make use of the new Inbox, check out this article

 

✅ For an in-depth walk and a closer look at the new Inbox experience, register for our upcoming webinars:

  • Tuesday, June 14th at 11 AM PT / 6PM GMT- register
  • Thursday, June 16th at 10AM GMT- register

 

💡Important note: Your workspace will be automatically transitioned to the new Inbox experience on 20 July, so for the smoothest experience we suggest that you switch over in advance out of this date.

 

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1 reply

Jana
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  • Active User
  • 47 replies
  • June 15, 2022

I've signed up for the webinar tomorrow, but I wanted to provide some feedback on the new inbox here as well. I'm wondering if anyone else ran into some of the issues I am having...

While I like the fresh look of the new inbox, it feels like a downgrade in some ways:

  • I don't do well remembering keyboard shortcuts and prefer using the mouse - everything takes much longer to do now/requires more clicks
  • I can't see conversation tags applied by my bots (I've already reported this to the support team)
  • some of the article inserts - mostly the ones from our bots - aren't displayed correctly
  • the emoji list used to show my last/frequently used ones first, it doesn't do that anymore
  • the list of chat actions is in a weird order - inserting an article is a very common thing (or so I thought) and it's towards the bottom of the list, after the display settings
  • the chat actions no longer include inserting a tour or app - how do I do that now?
  • I now have to have two windows open to work with Intercom - one for the inbox and one to work on outbound content, since I can switch between the two with the new inbox
  • related to that, the menu that pops up if I click on my photo in the bottom left corner of the new inbox is missing some items - such as the link to this forum
  • the inbox rules were moved to a different place without warning and without any tour or post showing me where they had gone - needed to go to the Help Center to find them again

Is there any plan to do more work on the new inbox, or is it done now?


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