News and Updates

💡 See the latest Product Updates:Control your Fin usage with usage notification emails 🤝 Simplified Outbound is now live! 🥳 The State of AI in Customer Service:2023 Report 🎯   Enhance your Help Center with custom fonts 👀 Introducing 2 New features to make your Help Center homepage more personalised 🔥 5 New features to better customise your Help Center 🎊 Enhance articles discovery with Related Articles ⚡️   New Teammate Performance Metrics are now available! 🚀 Customer-Facing Ticket ID: Your customers can now easily refer to their ticket IDs 🪄   Teammates can now see metadata [email headers] on all email conversations in the Inbox 📨 Jira for Tickets app is now available 🤩

Now you can visit the Fin Community to join events, share Fin feedback and tips, connect with peers & the Intercom team and more!Check out the NEW Fin Community

💡 See the latest Product Updates:Meet Fin : Intercom's breakthrough AI bot 🤖 7 new features to better customise your Help Center 🤩 CSV export for tickets is now live! 🥳   Enhance your article reading experience with our new Table of Contents feature More space to build your bots by expanding the visual builder 🤖 🖥️ You can now view potential duplicate users in the Inbox right-hand sidebar New email updates: Better readability & rich content! 🌟 💌   Validate phone numbers captured at source to improve data quality Read and interact with linked tickets more efficiently Easily manage your billing contacts   Improve your article organization with multi-level collections Automate and deflect more conversations over social media, Email and SMS Easily view linked ticket and conversation details in the new side-by-side view   

 🔓AI-powered Inbox features are in open beta for all customers. With a single click in the Inbox, AI-Assist features can summarize long conversations, rephrase responses (including making them friendlier), expand bullet points into full responses – and generate help article content Try them out for yourself – join the beta here Note: You’ll need access to general and security settings to opt-in.  Also, say hi to Fin: our breakthrough AI bot 🤖 Fin is already in production. Powered by Open AI’s GPT-4 and Intercom’s proprietary machine learning technology – Fin can:  Accurately and immediately answer your customers’ questions, helping you reduce support volume and resolution times. Understand complex queries, ask clarifying questions and hold complete conversations in plain English (and more languages soon!). Seamlessly pass more complex questions directly to your human support team.  A bot you can trust, it provides answers based on your help center content only, and links to the source materials it uses. The best part? It requires zero setup – just point it at your help center and turn it on.We’ll be recruiting beta customers soon. Join the waitlist hereLearn more about Fin 🤖  

Welcome to the Intercom Community! 👋  Here is a welcome message from Des, Co-founder of Intercom 🤩How to make the most of your membership?Access the Product Q&A -Ask questions and hear back from other users and the Intercom Team.   Discover useful tips and workarounds from expert users and the Intercom Team.   Join User Groups to connect with like-minded users and elevate your knowledge.   Visit the “Product Wishlist” page to share product ideas and upvotes.   Access the Fin Sub-Community to learn, share feedback and connect with Fin Users and the Intercom Team. Are you an Intercom Pro or Enthusiast? Join our Expert Program:Expert Program Hub - Access your central hub for Expert User articles.   Expert Program Benefits - See the rewards you can earn for each level.   Swag - Check out the swag and branded gifts for  Expert Users.   Hire an Expert Spotlight - Learn how to be featured?   Join the Expert Program Hub to begin your journey! 🥳  To join, have at least one "Best" answer. Ready to join and unlock your free membership benefits?Join the Intercom Community Join the Welcome Party and introduce yourself

Finally - an interview with Support leaders, for Support leaders 🙌 Check out my first Response Time interview now live on on our blog where I ask the important questions no one else will....like which celebrity would be great at your job? What words make your skin crawl? And is a burger a sandwich? And if you fancy being featured in a future edition, just fill out this form and I'll be in touch 🙌

💡We are getting ready to migrate our current community to a brand-new and very shiny community platform in a few weeks' time! 🤩 There are a few important updates to expect over the next few days: The current community will be on read-only while we finalise the move. It means that you will still be able to access the platform but won't be able to post any new questions or content. More details about the exact dates to come. During the migration process, we will replace all our members' current user nicknames with first names only ( no surnames). You'll be able to change your profile details once we switch to the new platform. We aim to transfer all the users' reputation points so that you don't have to start it all over again.  We are super excited to take our Intercom Community to the next level! Also, we are super proud to have you all as part of our community! LET'S GO!!!  

You might have noticed changes in your Intercom Inbox as we’ve shipped lots of updates recently. We’ve refreshed our content on Intercom Academy to reflect this so you have all the knowledge you need to be a modern support expert. Introducing Provide a great customer support experience with Intercom, a three-part course that looks at:An overall introduction to IntercomAn overview of the InboxA deeper look at responding to conversations You can choose to take some or all three courses (this will take 60 minutes) by clicking ‘Get Started’ on Academy here. If you’re comfortable with the Intercom platform already, course three might be most helpful to you as we look at the new Inbox layout and shortcuts. If you complete the course, we’d love to know what you think! Feel free to start a new conversation with us on Academy. Know someone who would benefit from this course? They can get started by signing in here. 

Hey folks, missed our first Virtual User Group? Then feel free to watch the recording and stay up to date with product updates and some amazing insights from Logik Systems, TeleTracking Technologies, and Dental Intelligence 👀  Watch the recording 🔓

The Intercom Customer Service Trends Report is back! Join us on February 8th as we launch the Intercom Customer Service Trends Report 2023, where we’ll reveal the top 5 trends changing the support game this year. Plus, you’ll hear from customer service industry leaders on how they’re navigating the challenges and opportunities of the year ahead.  In addition to detailing how customer service is evolving, we'll cover investments and strategies for: Boosting customer service efficiency and support team morale with modern technologyMaking your support tech stack more cost-effective, efficient, and powerful to weather the economic stormMeeting customer expectations with frictionless, personalized support Register for EMEARegister for NAMERRegister for APAC 

Monthly Product Updates! 👀 📤 New Email Improvements 🎯 Filter your audience by CVS files ✅ Sync lead and contact data in bulk with our Salesforce app  🚀 Manage News items and feed on API 2.7 💡 The inbox of 💙 is now available in the Next-Gen Inbox  

You are invited to our first Virtual Intercom User Group event on Wednesday the 25th of January (10am-12pm PST)! This is your chance to connect with your community of Intercom users all across the US in real time and learn how to get the most out of Intercom while learning about new product releases and our plan for 2023.  Here’s what we have planned: 👀 First look at our latest product roadmap and our plans for 2023🎯 Deep dive into Intercom’s recent product releases: new Messenger, Tickets and Checklists💡 Customer-led breakout sessions on how to get the most out of Intercom’s Customer Support solutions Join the Virtual User Group event here   

Hey Interconnectors! Our Customer Education team is busy working on our 2023 roadmap for Academy!We’re also hoping to experiment with some short snackable tips and tricks videos for all of y’all.  So - we’d love to know: What type of content/subjects you’d like to see more of/less of?What skills or impact would you love to unlock for your role or team with Intercom? We'd also love to know what high-impact Intercom tips do you know which you'd love to share with the world? Drop your wishlist in this thread, there’s no such thing as a bad idea! Cheers,The Customer Education Team 

Monthly Product Updates! 👀 📤 Introducing Messenger-First Tickets 🚀 Our most customizable Messenger to date is here 🪝 Do more with webhooks on API 2.6 ⚙️ Build better bots with the new visual bot builder 💡 New features in Tooltips 📬 Now you can remove conversation history from support emails 🔐 Now you can protect your workspace with 2FA, Google Sign-On, and Teammate Activity Logs  

The Intercom User Groups are back!🥳 We're excited to announce we are launching the second edition of our User Groups, after a successful first round over the summer. We’ll be in London, Paris and Berlin to give you a chance to meet your local community of Intercom users and learn how to get the most out of the platform. Why attend?Meet and network with local Intercom users and Intercom product teamGet insights into Intercom’s latest release such as the new Messenger, Tickets and ChecklistsFind out how other Intercom customers are leveraging Intercom with our customer-led sessions Find out more here:Berlin - Nov 9Paris - Nov 15London - Nov 16 

We hope you enjoyed our New at Intercom event today. Here is a recap of the new products and features we announced 👀 💬 Enhance customer engagement with the new Messenger Move beyond messaging to create meaningful customer experiences with our most customizable Messenger yet – it’s code free. Convert more visitors. Onboard and activate new customers. Support existing customers at speed. 🎟️ Resolve complex customer questions with tickets Empower your teams to solve complex customer problems with tickets – right from the Inbox. You’ll be able to reduce costs by consolidating your support tools, and stop switching between chat & tickets software with our Messenger-first ticketing solution. 🤖 Build powerful bots with visual bot builder Enable your teams to build bots easily and efficiently using the new visual bot builder – no code needed! These powerful bots will help your customers help themselves and reduce your inbound support volume. 📰 Keep your customers updated with News Share in-context company updates and product announcements with your customers, directly in the Messenger, with News. With granular targeting, you’ll be able to personalize the Newsfeed across the customer lifecycle. 💡 Drive product education and adoption with Tooltips Educate your customers and drive adoption of specific parts of your app with Tooltips - the latest way to communicate with your customers in a contextual and non-disruptive way. ✅ Guide your users with Checklists - in beta Onboard users onto your product or a new feature effectively at scale with Intercom Checklists - a new way to deliver contextual and personalized guidance to users who are in your product that sets them on a path to adoption and long term engagement.

Monthly Product Updates! 👀 💡 New feature updates released to the Next-Gen Inbox 🚀 Manage assignments at scale with custom conversation prioritization 

Registration is now open for New at Intercom Event. Join us on October 12th!This jam-packed virtual event will include: Exciting new feature releases—and our biggest Messenger updates everValuable insights from industry expertsCustomer engagement tips, trends, and predictions for support and marketing teams This is one you don't want to miss! 🤩Reserve your spot

Monthly Product Updates! 💡 🚀 New in Surveys: embed surveys in email & live previewing 🔍 Now you can reuse bot content by linking Custom Bots 💬 Learn how to use Dynamic Content to create highly targeted and personalized chats! 

 Monthly Product Updates! 💡 📤 Now you can add dynamic subject lines to your emails to increase your email open rates! 🚀 Introducing the fastest, most effective, and powerful Inbox built for support at scale. 🎯 The latest version of our API v2.5 is now available! 🔐 New permissions for managing teammates are now available! 💬 Two-way SMS for higher engagement and results is the new feature you'll love! 📣 Introducing Custom Actions and Custom Objects in bots🔍 Create a more personalized support experience with our updated sender address settings 

EMEA User Group Event - Thanks for joining! Joined by customers in London, Berlin and Paris, we had a great time at our first round of user group events in Europe in June! By creating a platform for our customers to engage with each other and exchange their experiences, we learned a lot about your needs as well, so we’d like to sincerely thank everyone who participated in one of the three sessions! We’re especially grateful to our guest speakers Aaron Strickland from Perkbox, Karl Villanueva from Ostrom, Theau de Maupeou from Shine, and Marc-Antoine de Morel from Luko for making each of these events a success! 🤩 

Smarter Intercom bots with Custom Actions & Custom Objects & SMS! 🥳 Announcing the next big things from Intercom that will help deliver better experiences to your customers - Custom Actions & Custom Objects in bots and SMS 😍 Custom Actions and Custom Objects in botsOur bots just got a whole lot smarter 🙌 - now you can integrate external data to boost the effectiveness of your Custom and Resolution bots to help solve customer queries. This means you can solve common queries that require data from other systems and use automation to answer questions like: I need to change my delivery date What's my latest gas meter reading?When will I get paid?  You'll benefit from quicker resolution times and shorter support queues, while your customers can more easily self-serve their query and avoid the frustrating wait for an agent 🙌 Say goodbye to dead-end text messages with our truly two-way SMS! Engage, activate, and connect with customers like never before. Our two-way SMS lets you have back-and-forth customer conversations, and send real-time promotional offers, transactional messaging, and more.   Here’s why you’ll love Intercom SMS: Higher engagement: With a 98% average open rate, SMS is the perfect channel to actively engage with and connect to your customers—wherever they are.Conversational experience: The best thing about two-way SMS is having your customers’ full attention. Use it to chat with them directly from the Intercom Inbox.Personalized and targeted: We capture and store your customer and event data for you—giving you automatic access to powerful SMS targeting, message personalization, robust reporting, and more.One solution for all teams: Intercom SMS is designed to meet the needs of all your teams - from marketing to sales to support, all teams leveraging SMS to connect with their customers will see the immense benefits this channel can offer.Self-serve onboarding: It’s simple to get started with Intercom’s native SMS tool, and instantly reap the benefits of self-serve onboarding, text message reporting, consent management, keyword handling, and more.Omnichannel experiences: Create seamless omnichannel campaigns in our Series tool, and connect them across SMS, in-app messages, Product Tours, email, and more. Check out SMS to learn more.

Last chance to register for the Event: The next big thing (or two) from Intercom Wednesday, June 22nd, 20228:00am - 9:00am PDT  /  4:00 pm - 5:00pm BST Register Now Join us for a hour-long webinar where we'll unveil and demo two exciting new features that mark a big step forward in customer engagement. Then, stick around for a virtual live Q&A—you’ll get to hear from Intercom leaders and more about how to scale the experiences that create loyal customers. 

Here's a roundup of May product changes, big and small, so you never miss an update! 🚀 Streamline your work with bulk actions on Articles- Now you can manage your articles at scale! 💡 Intercom Surveys updates - Advanced Reporting, Branching Logic, and mobile survey codes 🔎 Embed YouTube Shorts in Articles 📱 Add Images to Mobile Push Messages  now available 🇦🇺 Australian Data Hosting now available at Intercom 

Next-Gen Inbox is now LIVE 🥳 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.