News and Updates

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.

Here's a roundup of last month's product changes, big and small, so you never miss an update! 📈 Visualize your custom reports in new ways with additional chart types 📩 Trigger recurring or one-off messages based on real-time events 💬 Improve how Facebook & Twitter work with your Intercom support system 🧙‍♂️ Trigger actions in other systems with webhooks in Series 📊 Understand which macros are most helpful to your team with new usage data 🔒 Control who can update inbox rules in Intercom 📊 Better syncing and more control with these Salesforce updates 

You may not know this, but at Intercom, we love feedback! You asked for an Academy course that looks at the basics of the platform and we listened. Today we’re launching our newest course, Set up Intercom for your business. ✨Expand the post for a fun fact! ✨  ✨ Fun fact! To build this course, we spent time looking through the types of questions asked here in the community (so thank you!), in conversations started by new customers and in feedback that we collect in Academy.  Here are some things to know about the course:⏰ Time to complete: 40 mins start to finish (but feel free to take specific lessons that are relevant to you now) 🧑‍🎓 Learning outcomes:Installing the right Messenger for your business and troubleshooting tips should you need them.How to customize your workspace for maximum efficiency.What you need to know about the Inbox and our outbound channels. We think this is a great introduction to Intercom and we hope you do too! As always, we’d love to know what you think 😊 Watch a trailer and take the course here!

Send messages in Intercom based on real-time events - and use metadata in your messages! You can now trigger messages in real-time whenever your customers take an action in your product that you’re tracking as an event in Intercom.With this feature, you can choose whether your message should be sent to users only once, or every time the event is triggered and they match the audience rules. What’s more, you can incorporate the metadata from the event into the message to give it a personal touch.  Use this to send relevant and timely recurring messages such as:Account activity notifications like subscription renewals and password resetsPurchase confirmations and status updatesInactivity reminders when you notice customers are slipping awayGreetings to viewers of your pricing page, no matter how many times they visit...and so much more You can also choose to limit the resending frequency and the maximum number of times they can receive the message. By default, users will not be eligible to receive the same message more than once per hour. To learn more, check out this article.

Here's a roundup of this month's product changes, big and small, so you never miss an update! 👀 See who updated your topics in teammate activity logs 🎯 Preset message targeting rules based specific roles 🤖 Create customized support experiences with behaviors for Resolution Bot 🔎 Find the articles you need faster with Article Search ⇥ Get better formatting in Articles with Nested Lists 🔒 Create personal macros for your own use only 📊 Get more from your reporting in Intercom with topic data 🆕 Find out about some of the newest apps in our app store 

Finding the balance between managing inbound volumes and protecting your team from burnout doesn’t need to come at the cost of providing a helpful and speedy service. In our final course in the series covering the Conversational Support Funnel framework, Phil shows you how to: Be personal and efficient with Human support <Register Here> Phil looks at how you can optimize your workflows and automations to gain team efficiencies and sow why you should integrate your support tools to let your team get the context they need and take action directly from the inbox. All in less than 20 minutes! Sign up to Academy, using your Intercom account, or sign in as a guest - and get started today! Got some feedback on the course so far? Drop us a message in Academy via the Messenger. Enjoy!

🙌 👏 Add a personal touch to how you support customers by creating your own personal macros We recently announced Macros - which save you time by consolidating multiple actions into a single click.  Now we're launching personal macros, so you can create macros for your own use too. These won’t be visible to anyone else in your workspace settings or the inbox. To create your first personal macro, go here. Or to find more macros inspiration, read our best practices article.

Hey all 👋, Rising customer expectations means a rise in demand for speedy answers. We’re continuing our dive into the Conversational Support Funnel framework with our third Academy course in our series: Help customers in context with self-serve support.  REGISTER HERE In it, @Phil Byrne​ will show you how your self-serve experience can empower your customers, by meeting that need for speed and providing customers with the clarity and confidence they need to be successful in your product. And show you how you can save time by supercharging your support with bots. All in less than 20 minutes! Got some feedback on the courses so far? Feel free to drop us a message in Academy via the Messenger. 

 Here's a roundup of last month's product changes, big and small, so you never miss an update! 💫 Use Inbox macros to complete multiple actions with one click 👀 Control who can see reports in Intercom 💬 Ensure users that belong to multiple companies only receive one message 🔁 Target users in Series based on prior Series engagement 👩‍🔬 Test message variants against control groups in Series 📱 New to the Intercom mobile app - conversation tagging  

Hello Interconnected 👋 Following up on Phil's message below, we have our first deep dive course into the initial layer of the Conversational Support Funnel framework live on Intercom Academy!  Register Here  With support volumes on the rise and the constant push to keep support costs down - it’s never been more important to have a proactive support strategy that will help you get ahead of known support issues before they burn out your team. We’ve just added a new course: Get ahead of known issues with proactive support to our series of courses covering the Conversational Support Funnel framework in Intercom’s Academy. In it, we look at:How to identify which support opportunities to target, and Share ideas for proactive messaging that will improve your customer experience and reduce inbound volumes.  Best of all? You’ll cover it all in less than 20 minutes. So grab a beverage of your choice and enjoy! 😊

💭🤔 Ever wish that you could combine actions with saved replies? Of course you do! We know this is a feature that many Intercom customers have requested. Just a few months ago, @sushana​ said, “+1 on needing a Saved Reply to be inserted along with the auto-closure.” Now, you can do that and much more with the release of macros 🎉Macros (formerly saved replies) allow you to go beyond pre-written responses and add actions like snooze, close, assign, prioritize, add a tag or conversation data attribute. Instead of doing all those tasks individually, you can complete them a single click– and in bulk, too!   Next week, we’ll be sharing Intercom workflows that we’ve streamlined with macros. In the meantime, we want to hear from you– what’s the first macro you’re going to create for your team?

Hey everyone 👋 - It's time to change the conversation around Support being a cost centre!  Something I feel pretty strongly about (having come from a support management background) is communicating the value of your support team to the rest of the business. It’s so easy and tempting for your entire support org to be viewed as a cost instead of recognising the value they bring to your business. And as a support manager, it can be hard to quantify this value too. Starting today, we’re rolling out a series of 4 courses in Intercom Academy designed to help you: Identify the shared goals and metrics that a great support experience can influence, so you can tackle them with your business partners.Explore support trends that will help you improve your customer experience and retention while boosting your team’s efficiency (and morale).Bridge that gap between what your customers want and what your team can deliver. You’ll cover it all in under 30 minutes of video and text lessons, which you can take all at once, or complete at your own pace. Stay tuned for our follow-on courses which dive deeper into each layer of the framework. Sign up to Academy using your Intercom account, or sign in as a guest - and get started today 🙌 Thanks - Phil PS. We'd love to know what you think of the course too, so drop us a message on Academy via the Messenger

Message templates, a proven framework, and top strategies to transform your support – get the guide 🙌 Our latest guide, “The Ultimate Guide to Conversational Support” helps you unleash the power of messenger-based support to achieve personal, efficient support, at scale.   You’ll get:  A proven framework for automatically resolving simple queries, freeing you up for complex ones Chatbot and proactive message templates for providing fast, personal support Strategies from customer-centric companies, like Slack, Zapier, Wootric, and more Download it here, and let us know: how are you striking that seemingly elusive balance between keeping your team efficient and your CSAT high? 

Hey Connectors! Brian here from the Product Education team, I’m excited to share our upcoming webinar Deeper Insights and Better Reporting, which takes place on March 15. This is an exclusive chance to engage with @Rati Zvirawa​ Zvirawa and @David Cullinan​, the product managers behind Custom Reports and Conversation Topics. As they cover:The story behind these features: a brief look at how and why we made themBest practices: how Intercom has used these features to unlock valuable insightsQ&A section: where the team will answer questions and share insights liveFeedback: Share your thoughts, feature requests, and ideas with the team For more information and to sign up, click here! 

Some product updates from...Here's a roundup of last month's product changes, big and small, so you never miss an update! 📊 See the metrics you care about in one place with Custom Reports 💬 Categorize and analyze conversation content with Conversation Topics ⮐ Improve your email deliverability with custom return paths 👀 See user lists for non-message blocks in Series 🎯 Set Series-level goals based on company data 

Reporting is now better than ever with custom reports AND conversation topics 📊 🚀 With custom reports, you can build your own custom charts and dashboards to see all the metrics that matter to you, all in one place. And with conversation topics, you can see what your customers are saying, helping you surface trends and drive business actions. Click Expand Post 👇 to see these two new features!Create your first custom report or check out your topics today. And don’t forget to share your tips, tricks, and advice with fellow Connectors as you start as you dive in!

Some product updates from...2021 is off to a busy start! Here's a roundup of this month's product changes so you never miss an update! 🙊 Prevent you audience from responding with new no-reply Post messages 🔗 Link directly to headings within help articles 💪 More flexible Articles with anchor links, tables, alt text, and dividers 🗒 Collaborate with teammates, or leave notes for yourself, directly in Series 🤖 Create entirely Bot-only messaging experiences 💬 Get more coverage from Resolution Bot with looping, bot intro, bot only mode, and more 🪐 Now supporting universal links for iOS 📲 Learn about the newest apps in our app store