News and Updates

Join us for our virtual launch event. You won’t want to miss it. 🚀  For the first time ever, Intercom is unveiling brand new, upcoming product features at our virtual launch event: New at Intercom. Join us, for free, on March 23rd at 8am PT/3pm GMT to be part of this exclusive event. Here's what to expect: Hear from Intercom CEO Karen Peacock, Chief Strategy Officer Des Traynor, and SVP of Product Paul Adams, as they announce some of our most innovative features to dateLearn new trends and gain valuable industry insights across support, marketing, and salesNetwork with peers in special breakout sessions RSVP here. We can't wait to share what's new with you! 🙂

Introducing Article Suggestions in Messenger! You can now suggest your top three articles to customers directly on the messenger home screen. With Article Suggestions, customers will see a suggested list of articles even before they start searching for help or beginning a conversation with you. Article Suggestions can play a crucial role in increasing articles view rate by up to 135%, and in turn reducing inbound conversations especially for repetitive inquiries. Here is how you can maximize the value of your articles:Ensure your help center is switched on for customers to browse articles Provide customers the flexibility to search and browse for Articles directly within the MessengerTake it a step further with Article Suggestions - Simplify customers’ search for help by providing suggestions to articles even before they start searching.   You can also exclude selected articles from appearing in the suggested list by changing the Article Settings.  Read more about Article Suggestions in the help center here.   

Here's a roundup of November's product changes, big and small, so you never miss an update! ⬆️ Increase the effectiveness of your Product Tours with the latest enhancements 🤖 Introducing path building in Resolution Bot 💬 Let your customers reach you on WhatsApp with our integration 🔎 Trigger Messenger apps after conversations to boost engagement 🌈 Improved font family and font colours ✅️ Permission to send outbound emails from custom addresses

Could you be Intercom's next Community Manager? 🤔 As I step into my new role within Intercom as a Manager on our Customer Support team, I'm looking for an amazing community manager to take Interconnected to the next level! We're hiring for candidates based in Dublin, Ireland 🇮🇪, Chicago, Illinois 🇺🇸or London, UK 🇬🇧 (just click on each location for the job description!) Our ideal candidate will have 5+ years working within a Customer Support organisation with 2+ years experience building or growing online communities. If you have any questions about this role or how to apply, feel free to connect with me on LinkedIn or reply to this thread so that I can message you in Intercom!

Trigger Messenger apps after conversations to boost engagement 🤖 You can now automatically insert any Messenger app to close conversations with leads or users instead of the standard Intercom Customer Satisfaction (CSAT) application. This added control gives you more ways to customize how conversations end to provide better customer experiences, generate more leads, and close deals faster! 🚀  To customize your workflows:Navigate to the Operator > Task Bots > For Users / For Leads area.Go to the “Ask for conversation rating” section.Click “Use your own app when closing conversations.”Choose one from the list of installed applications, or explore the Intercom App Store to install a new app to use.  More information is available in our help docs, but here is some inspiration to get you started! 🙌 Book more meetings with prospective customers by triggering scheduling apps - like Calendly, Google Calendar, and Chili Piper - as soon as conversations close.Track your team’s performance by automatically sending NPS surveys after support conversations using apps like InMoment, Delighted, Survicate, AskNicely, and more. Generate more leads by automatically prompting visitors to subscribe to your newsletter or complete a form using apps like Mailchimp, HubSpot, Typeform, and more.  Cheers! 🍻

Introducing path building in Resolution Bot 🤖 You can now build paths in Answers in Resolution Bot to allow more complicated questions to be self-served, increasing your self-serve rate and customer satisfaction. With guided paths in Answers, your customers can answer more of their questions on their own, creating less friction with the automated support experience and freeing up teammate’s time to work on more complex problems.  

Manage your WhatsApp conversations in Intercom 📱 Now you can link a new or existing WhatsApp for Business account with your Intercom workspace! Using our new integration, you can:Receive and reply to conversations from the InboxContinue conversations started in the Messenger on WhatsApp Set reply expectations and send CSAT automatically Set up rules for WhatsApp conversations Report on WhatsApp conversations  Plus lots more! You can read more about how to install our WhatsApp integration here.

It’s official! Intercom Certification is live 🎉 You may remember we soft launched certification a little while ago with our exam for Support Managers (Design and implement a conversational framework for Support teams). We’ve taken your feedback on board and we’re so excited to be back with our newest exam for Support agents, Deliver a world-class customer support experience. Certification gives you the opportunity to put your Intercom skills to the test to prove that you’re a master of providing support using Intercom. By passing the exam, you receive your very own Intercom Certified certificate in an online wallet that you can access whenever you want, share online or add to over time. Here’s one of mine! We can’t wait to celebrate your newest achievement with you so please tag us on social. We’ve got GIFs ready to go! 🙌

Increase the effectiveness of your Product Tours with our latest enhancements 😎  Introducing our latest Product Tour enhancements that help you drive more engagement of your tours by giving you more flexibility over the user experience. New features include: Allow users to snooze a tour so they can take it at a time that works best for them 😴 Allow users to restart a tour from the beginning, so they can take the tour again 🙋 Customize the size and position of your pointer steps to ensure that the tour content is optimized for easy viewing ☝️ Match your tours to the look and feel of your app with customizable button text and colors 💇  ...plus more!To learn more, check out this article.

Love great support? Tell us about it! (No really, please do.) We believe in great customer support. So, we want to hear about your best support experience ever. Tell us about a time you had a happy, heartwarming, or downright heroic support experience for a chance to win an exclusive prize. Deadline to enter is Nov 8, 11:59pm PT.

Here's a roundup of September's product changes, big and small, so you never miss an update! 🤖 Customize Resolution Bot’s quick reply buttons and more for a better customer experience 🚀 Use Salesforce record types to create cases in Intercom  📥 Control who can import customer data in Intercom 🔎  Search or browse Articles directly from the Messenger to drive better self-serve support 

🔎 Search or browse Article collections directly from the Messenger to drive better self-serve support We have completely redesigned the Article Search App to be an integrated Help Center experience that helps drive better self-serve support by allowing your customers to search and browse your Articles directly from the Messenger. Our research shows that about half of users prefer to browse to find content, rather than searching. With the new Articles in Messenger, you can encourage your customers to help themselves first, leading to an up to 3X increase in Articles engagement. New settings allow you to: Move the Article card to be more prominent at the top of your Messenger, helping your customers get answers fasterRequire customers or a subset of customers to search or browse for an answer before being presented with the option to chat with your teamView articles in an expanded window for easier reading while in the Messenger 📱 This is supported on mobile too! Just be sure to update to the latest SDK version 10.3.0 in iOS and 10.2.0 in Android.To learn more, visit the Help Center or check out our blog post!

Now you can access Interconnected directly from your Intercom workspace! 🤩 Looking for some best practice advice from other Intercom users? Got a burning question that needs answering? Want to hear the latest from Intercom? Now, it’s even easier to navigate to Interconnected from your Intercom workspace. Just hover over your teammate avatar and click Intercom Community Forum, just like you can see below! The combined knowledge of our awesome community is now just a click away!

Interconnected's first birthday! Hey Connectors, just a short note from me to celebrate Interconnected's first birthday! 🥳 We launched on September 9th, 2020, and since then we've grown into a vibrant, thriving community that solves questions for our customers and helps them connect every single day. With over 3,600 members and more than 2,200 solutions offered in the last six months alone, I'm so proud of what we've all built together here. This is just the beginning, though - Interconnected will only go from strength to strength! A special thank you / გმადლობთ / Хвала вам to our six Connected-level Connectors, @roy s11​, @brent w​, @craig​, @user382​, @user1030​ and @kevin b​, for all of their incredible work in helping us get to where we are today.

Here's a roundup of August's product changes, big and small, so you never miss an update! 🤖 Configure how a one-time Resolution Bot handles inactive customers 💌  Learn more about your email deliverability with our new email deliverability report 🌍 Use Resolution Bot to automatically resolve customer questions in 25 additional languages 📤 Improvements to outbound conversations from the Inbox  ✅️ Send transactional messages with Intercom

Our 10th birthday gift to you! 🎁You might remember that last week was our 10th birthday. Today I’m here to tell you what your birthday gift is!  Comment below this post with your favourite Intercom features or products over the last 10 years and how they have unlocked success for your business. Everyone who gets involved will get access to an exclusive three part product session with Intercom experts! In these sessions we will bring you through:  Using Intercom's Series for Marketing 💬Intercom for Customer Support 👥How We Build Product at Intercom 🛠 Not only that, one answer will be chosen for a 1:1 session with our product experts on the subject of their choice AND there’s lots of spot prizes to be won! So go on, get involved! Have a look in the comments to see my favourite feature!

Exciting Academy news hot off the press. Today, we’re (soft) launching Academy certification!  You use Intercom all the time, earning your certificate in Designing and implementing a conversational framework for Support teams just makes your knowledge official! The exam is free to take and you have 90 minutes to complete 60 multiple choice questions. We’ve shared some preparation material for you to brush up on your skills too, so don't worry! When you pass the exam, you can access your certificate and share it on social, or add it directly to your LinkedIn profile. Showing the world that you have a growth mindset and are certified in your abilities with Intercom is something to shout about. 🧑‍🎓 Check out the exam here. So, why a soft launch?We value your feedback! We want to better understand what you think about the exam, the process of viewing and sharing your certificate online and what certificates you'd like to earn in the future. If you have feedback you’d like to share you can let us know in the Messenger on Academy here. We can’t wait to see your certificates out in the wild on social! Best of luck! 🙌

Send transactional messages with IntercomNeed to send transactional messages to your customers? Intercom has you covered. With event- and schedule-based messaging, granular email subscription settings, and our new transactional email deliverability feature, you can ensure your customers always receive business-critical messages.Transactional messages include messages like...Account creation or verificationShipping or delivery confirmationsPassword resetsEvent remindersCredit card expiration remindersAnd more! But unlike other tools, with Intercom you’re not limited to email. So whether it’s in your app, via push—wherever—customers get the message right away. To learn more, check out this article or this blog post.

Hey Connectors! 👋 Today Intercom turns 10! It’s been a great journey so far and we’ve come a long way from our initial product (see pictures below of what we used to look like from our first pitch deck!)  We could not have done this without our customers who have made everything possible, especially our loyal members of Interconnected! You help us everyday by sharing tips and tricks with each other, helping each other out and being valuable members of our community.  Even though it’s our birthday, we want to give you a gift! Watch out for an exciting announcement and how you can get involved!  

🤖Use Resolution Bot to automatically resolve customer questions in 25 additional languages! Now you can create Resolution Bot answers with 25 additional languages to choose from! Resolution Bot is now available in: Arabic, Bosnian, Brazilian Portuguese, Bulgarian, Catalan, Croatian, Czech, Danish, Dutch, English, Estonian, Finnish, French, German, Greek, Hebrew, Hungarian, Indonesian, Italian, Latviski, Lithuanian, Norwegian, Polish, Portuguese, Romanian, Russian, Serbian, Slovenian, Spanish, Swedish, Turkish, Англи хэл (Mongolian) 

Here's a roundup of July's product changes, big and small, so you never miss an update! 🤖 Improve Resolution Bot’s performance with a new report 💬 Run more advanced conversation analysis in conversation data exports ✅️ See who has updated what in the updated Series change log 📈 New customer engagement report: more flexible filtering, more data, and better exporting 🔄 Sync company and account data with our updated Salesforce integration 👥 Categorize conversations consistently with required conversation data attributes 🌍 Boost productivity in the Inbox and securely surface Intercom data wherever you are

Categorize conversations consistently with required conversation data attributes and more ✅ Now you can ensure your team consistently categorizes conversations they have with your customers by making certain conversation data attributes required to fill in before closing a conversation. Capturing key information at the end of a conversation improves reporting while keeping workflows streamlined. Additionally, you can now reorder conversation data attributes, and make some attributes only visible to certain teams. To learn more, visit our help center.

Here's a roundup of June's product changes, big and small, so you never miss an update! 📩 Increase message relevancy and reduce unsubscribes with granular email subscription settings 💬 Start new outbound conversations right from your Inbox 📲 Provide faster resolutions with our redesigned help centre for mobile apps 🤳 Introducing Intercom's new React Native wrapper 👀 Managers can now customize the order of conversation data fields for teammates in the Inbox 

Is your mobile app built on React Native? We got you! 📱 With our new wrapper for mobile apps built on React Native, all the latest features of our mobile SDKs are available to you in your app; the business Messenger, our newly upgraded Help Center, outbound messaging, push notifications, and more.  The React Native wrapper is regularly updated with new features and improvements, giving your customers the best experience and giving you peace of mind. To get started, install the latest version of the React Native wrapper. 

Improve message relevancy and reduce email unsubscribes with our new granular email subscription settings With our new granular email subscription settings, you can give your customers the ability to receive the types of emails they want, but unsubscribe from those they don’t. You can now define your workspace’s email subscription types or use preset categories. When creating an email in Intercom, you can classify its subscription type, and any end users that have opted out of that specific subscription type will be automatically excluded from receiving the email. To get started, navigate to the new subscription types section of your Outbound settings. From here, you can manage your workspace’s email subscription types - whether you want to use our presets, or create your own.When creating an email, you can now apply a subscription type.When a subscription type is applied to an email, end users will no longer see “Unsubscribe from our emails” in the footer. Instead, they’ll now see “Unsubscribe from this list”. Clicking this will unsubscribe them from that specific subscription type only.To learn more, check out this article.