News and Updates

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.

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!