News and Updates

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.  

📣 You are invited! FREE In-Person Event for Intercom Super Users! 😍 We’re thrilled to announce the launch of Intercom User Group in Europe this summer —and we’d love for you to join us! 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 2022 product roadmap and beyondFind out how other Intercom customers are leveraging Intercom with our customer led sessions Find out more here:London - May 25Berlin - June 15Paris - June 16 Hurry up to register , places are limited! 💡 

Add Images to Mobile Push Messages! 📲  Move away from just using plain text in mobile push messages. Add images to make mobile push more contextual, personalized and engaging. 🎉 Grab your customer’s attention even if they are outside your mobile app. As they say, ‘a picture speaks a thousand words’.  Available on both Android and iOS, you can now add images to your mobile push messages to make them more engaging and increase their open rates when delivered to the user’s device’s notification center.  You would need to upgrade to the latest mobile SDK to use this feature.  To learn more about image specifications, visit the Help Center.   

Intercom Surveys has 3 updates 🎉 - Advanced Reporting, Branching Logic, and mobile survey codes Since the release of Surveys in March, over 1.25 million users have been reached! We’re seeing Surveys helping our customers understand and get closer to their customers. To continue this momentum, we’ve built three new exciting Survey features.  Advanced Reporting for Surveys: Unlock powerful insights faster than ever before by slicing and dicing your survey responses using all your customer data within Intercom. Segment your NPS® scores by region, churn reasons by subscription type, and more - enabling you to better understand your customers and quickly take action. The days of exporting, formatting, and importing survey data are over - easily access all collected survey data in one placeRun your NPS® surveys and follow-up workflows via Intercom. Plus, with our new NPS®  reporting, drill-down even further to understand the scoresVisualize and explore collected data with ease by customizing your time frame and filtering based on user and company attributes to unlock new customer insightsLeverage insights alongside Intercom's rich customer data to automate targeted messages, tours, campaigns, and more Read more here. Branching LogicDesign responsive Surveys with Branching Logic - sending customers down different paths depending on their answers to previous questions. With simple if, then statements, change the flow of your survey based on a customers’ answersExperience higher response rates by showing questions that resonate more with your customersRespect your customers’ time - only ask questions that are important to themEncourage your customers to take action by displaying contextual and compelling thank you messages and next steps Read more here. Triggering Surveys via code in your mobile appLaunch surveys from a button anywhere in your mobile app. Choose where you want to engage with users easily and in-context to capture relevant feedback. Get in-context feedback from users wherever they are inside your mobile appUsers can easily take the survey natively in your mobile app with a simple click of a button Persistent survey buttons enable users to choose when to take a surveyDepending on your mobile app design and users’ journeys, choose where you would like the survey to be triggered in your mobile appRead more here. Net Promoter®, NPS®, NPS Prism®, and the NPS-related emoticons are registered trademarks of Bain & Company, Inc., Satmetrix Systems, Inc., and Fred Reichheld. Net Promoter Score℠ and Net Promoter System℠ are service marks of Bain & Company, Inc., Satmetrix Systems, Inc., and Fred Reichheld.

Here's a roundup of April product changes, big and small, so you never miss an update! 🔎 Improvements to reporting on Articles 📧 Create highly targeted and personalized emails at scale with Dynamic Content 💬 Manage Instagram messages in Intercom to unify your customer communications 

Introducing Diana, your new Community Manager! 🥳 Hey Connectors 👋 Allow me to introduce myself - I’m Diana, Intercom’s new Community Manager!  I'm delighted to start my new role with Interconnected and I can’t wait to work with everyone to make this a space of which we can all be proud. You can expect to see a lot of me in the community over the coming weeks as I get to know our Connectors and look to kick off some exciting new initiatives. If there's anything I can do to help you make the most of Interconnected, let me know - looking forward to connecting with you all! 

Create highly targeted and personalized emails at-scale with Dynamic Content Create tailored and personalized emails across the entire customer lifecycle - offering up the right content at the right time with our newest feature - Dynamic Content.  What are the benefits?  Time savings: Reduce the time your team is spending creating tailored emails with our scalable no-code solution.Strong targeting: Leverage your existing customer data in Intercom to create highly targeted rules- ensuring you’re sending the right information to the right audience at the right time.Personalized and engaging content: Create timely, relevant communications that your customers are more likely to engage with. Check out this article to learn how to get started.  

Here's a roundup of March product changes, big and small, so you never miss an update! 🔎 Tag Articles for easier content management 📞 Ditch long hold times and give customers the choice to move to the Messenger with Switch  💬 Meet Intercom Surveys - don’t just ask customers' opinions, act on them 📧 Elevate your designs with multicolumn email layouts 🇺🇦 Ukrainian Language Support 🔎 Tag Answers for easier content management 📊 We’ve released a new version of the Content Stats Export API 

Elevate your designs with multicolumn email layouts You can now enjoy the increased flexibility and simplicity of designing emails with our new multi-column email layouts and editor improvements.Design emails faster and with ease by inserting multicolumn layouts directly into your email via our editor - edit these layouts to best suit your needs.Preview how your email will look on web and mobile directly in the email editor.We’ve added an undo/redo button in the email editor as well. Go to your Outbound home and create a new email to explore these new features.

Meet Intercom Surveys - don’t just ask customers opinions, act on them.From nurture campaigns to onboarding experiences—and much more—Surveys helps you capture and automatically act on valuable customer insights.Here’s why you will love Intercom Surveys:Increased Response Rate: Reach your customers in the moment by sending surveys on web and mobile*Enrich Customer Data: Save your customers’ responses to survey questions as user attributes in Intercom - use this data to trigger campaigns, provide customer-facing teams with additional information, and moreDrive Engagement: Use Series and Surveys to create personalized workflows to drive action based on customers’ unique needs and preferencesStrong Targeting: Leverage your existing customer data in Intercom to ensure you’re targeting the right customersSimple and Customizable: It’s quick and easy to create surveys that match the look and feel of your brandDetailed Reporting: Analyze survey results right on our platform or export your survey results via CSV Check out Surveys, or visit our help center to learn more. *In order to use mobile surveys, ensure you are on a minimum SDK version of 12.0.0 for Android & iOS.

Ditch long hold times and give customers the choice to move to the Messenger with Switch 📞 ➡️ 💬With Switch, it’s not just possible, but easy to move inbound call volume to messaging — built to handle support at any scale, and reduce wait times for your customers.Why Switch?It’s fast: Customers want answers fast, and using Switch means they don’t have to wait on hold—they can just seamlessly switch to messaging for quick answersIt’s easy: Your customers can simply select the option to switch when they call It’s cost-effective: Moving calls to messaging is more cost-effective and more efficient for your team, so you can scale support without hiring more peopleIt’s personal: You can provide a personalized experience when they reach the MessengerIt works right away: Switch works with any phone provider, and is completely code-free To learn more, visit our help center, or check out Switch in Settings.

Raise your hand if you're as excited for New at Intercom as our leaders 🙋 Watch the video  to hear what the hype is all about and you can register here!  PS. It's free. And if you can't make it, register anyway– we'll send you a recording.

We have updated outbound messaging CSV reports! We’re making it easier for you to uncover valuable insights about how your messages are performing. You can now choose from two Customer Engagement CSV reports:  “Detailed Stats” CSV report provides a detailed breakdown of all the users that received your messages“Message Overview” CSV report that provides an overall aggregate stats view of a workspace’s outbound message along with auditing data  *The previous Customer Engagement CSV report is now called “Detailed Stats” CSV report. The additional field, ‘first_event’, was added to the receipts.csv file to allow customers to easily aggregate messaging data and metrics using the export. See your Customer Engagement report here.

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.