News and Updates

Save time with our new powerful and flexible rules system! 🚀  ✅️ Create and manage all your rules from a single place✅️ Trigger rules on a wide set of events and conditions, like re-assigning conversations when a teammate hasn’t replied or when a question comes in outside of your office hours✅️ Use a single rule to complete multiple actions like prioritizing, tagging and assigning a conversation to the right team in one go Learn more about how the new Rules work here and head to your Inbox > Automation > Rules to check out the feature.

More leads with less effort 😎 - Custom Bot A/B testing, goals, retriggering rules, + more!To help you drive even more leads and engagement with your Custom Bots, we’ve launched several new features 🎉  1. A/B test your bots and set goals to understand effectivenessIt’s now easier than ever to understand what bot content performs well with A/B testing and goal setting. A/B test what message content is most effective, and set goals to see which versions perform best. Then make optimizations based on this data to drive more leads for your business 💰 2. Send your Custom Bots more than once Generate more leads by reengaging returning website visitors with the same bot. You can now use the same Custom Bot to engage your website visitors, regardless of if they’ve seen the bot before. Customize when you want your bot to be seen until: once per user, until it’s opened/dismissed, or until it’s engaged with. Note: to use this specific feature in your mobile app, you must have the latest version of Intercom's mobile SDKs . 3. Manage all your outbound messages in one place📍You now have the ability to manage your Custom Bots in the Outbound section of Intercom where all of your other outbound messages live (e.g. email, chats, posts, mobile push, etc.). Your bots will also continue to live within Operator, and we’ve merged bots for visitors and for users to make it easier for you to keep track of all your Custom Bots.To get started, navigate to your Custom Bots in Intercom. To learn more about Custom Bots and how they can help you drive engagement on your website, check out this article.

Introducing Predictive Answers for Resolution Bot 🎉 You can’t read your customers’ minds, but with Predictive Answers, you can come close!  Using data from historically asked questions, user metadata, and webpage location, you can predict what your customer might need at any given moment. You can even choose what type of customers predictions can show up for. Simply select your audience preference when you turn on Predictive Answers in the Operator settings page. Turn on Predictive Answers today and let us know what you think! 

Handle complex conversations more efficiently with new ticketing workflows 🎟 With our new conversation data attributes your team can handle conversations efficiently and consistently, like with a traditional ticketing system, without losing the personal experience of the Messenger. 

Ensure that a conversation never falls through the cracks 🤹‍♂️ Conversations can be assigned to both a Teammate and Team, so you have context on where it originated. Also, if you’re in Away Mode, a conversation is now returned automatically to the right team.  

Nobody wants to have the same conversation twice! 🙃 Reduce team inefficiencies by spotting duplicate conversations from the same customers. Task Bot now alerts you to a potential duplicate by posting an internal note in the conversation. 

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!