News and Updates

See a custom list of conversations in real time with Inbox views 👀 Build a custom filtered view of your inbox, and monitor the conversations most important to you.  Get real-time oversight on conversations that need your team’s attention without jumping through multiple inboxes. With views, you can create a flexible list of conversations based on any criteria, like reply times, SLAs, or types of issues. Let us know about the views you create in the comment section below!

Which of your Mobile Carousels screens are performing best? To help you understand how your Mobile Carousels are performing, and where your users are dropping off, we’ve introduced new reporting features 🎉 You can now see where users are dropping off within a given carousel with view stats for each screen. Check out your existing carousels to see how each screen is performing. We want to hear from you: which of your carousels, or specific carousel screens, are performing best?

20+ powerful updates. Happy customers. Efficient support teams. 🎉It’s our biggest launch ever! Today, we’re excited to release 20+ new features across Inbox, Messenger, and Reporting to help you scale amazing support to more customers– all while improving team efficiency.  With our biggest launch ever, you no longer have to choose between great conversational support for your customers, or an efficient team. Now, you can have both. 📥 Efficiently manage complex conversations with advanced ticketing workflows✅ Automate 4X as many tasks as before with powerful new rules💬 Respond in real-time, or on your own time with a more flexible messenger📊 Get the insights you need with robust, new reports and industry-standard metrics Learn more about the 20+ support features, and let us know what’s going to be most helpful for your team in the comments.   

Make your articles more accessible with alt text for images. Now you can add alt text to images in Articles, which allows screen readers to have more access to help content. This change will make your content WCAG compliant. For more information, visit our https://www.intercom.com/help/en/articles/56978-formatting-your-help-articles-in-the-articles-editor"alt="http://help doc.

Install the Messenger without code using Google Tag Manager 🏷⚙️ You now have the option to install Intercom’s Messenger using Google Tag Manager, which is the easiest way to get the Messenger on your website or app – no code required. Click here to learn more.  *Current customers do not need to reinstall the Messenger. 

The Conversational Support Funnel Starter Kit  Great customer support is essential to business survival. The Conversational Support Funnel framework offers a new way to provide personal, messenger-based support at scale.  With this kit you’ll get:A powerful framework to automatically resolve simple issues, freeing you up for complex onesAn interactive worksheet to provide fast, personal supportProven tips to improve customer relationships and team morale Download it here, and let us know what parts of the funnel you are activating!

Introducing Mobile Carousels from Intercom 🎉 Your mobile app just got a bigger stage with Mobile Carousels 🤩You asked us for a way to mirror the Product Tour experience in your mobile app, so we built Mobile Carousels to do just that - and more.  With Mobile Carousels you can connect with your app users at every stage of the customer journey. Show them around, provide proactive support, and highlight features you know they’ll love - no code required. Show them around: Take new users on a personal tour with custom screens that match the look and feel of your app.Send the right message—at the right time: Share product announcements, special promotions, and more.Offer frame-by-frame support: Resolve common questions right in your app—before they ever reach your team. Create your first Mobile Carousel today and share the amazing things you build in the comments below!