{"id":23617,"date":"2020-05-06T09:25:48","date_gmt":"2020-05-06T08:25:48","guid":{"rendered":"https:\/\/www.intercom.com\/blog\/?p=23617"},"modified":"2021-05-12T13:53:32","modified_gmt":"2021-05-12T12:53:32","slug":"what-we-built-may-2020","status":"publish","type":"post","link":"https:\/\/www.intercom.com\/blog\/what-we-built-may-2020\/","title":{"rendered":"Built for you: Resolution Bot, API 2.0, permissions, and more to help you scale"},"content":{"rendered":"<p>More than ever, you&#8217;re relying on us to help you keep a pulse on what your customers want and need. We\u2019ve been listening to your feedback and have built 45 features so far this year to help you stay close.<\/p>\n<p>From bots that suggest answers while customers are typing, to a brand new API and new apps &#8211; we did our best to condense the 45+ features we shipped so far this year into this roundup! Whether you\u2019re using Intercom for customer support, lead generation, or customer engagement, these features will help you manage all of your customer conversations, no matter how many.<\/p>\n<h2 id=\"automate-answers-to-your-most-common-questions-with-resolution-bot\">Automate answers to your most common questions with Resolution Bot<\/h2>\n<p>If you\u2019re getting flooded with similar-sounding customer questions, our latest bot can help. <a href=\"https:\/\/www.intercom.com\/blog\/automated-answers\" target=\"_blank\" rel=\"noopener noreferrer\">Resolution Bot<\/a> is the next generation of Answer Bot and it\u2019s evolved to save even more time for your team and your customers. It now suggests answers based on what customers are typing \u2013 before they even hit that enter key.<\/p>\n<p><script src=\"https:\/\/fast.wistia.com\/embed\/medias\/brfiq56d5y.jsonp\" async><\/script><script src=\"https:\/\/fast.wistia.com\/assets\/external\/E-v1.js\" async><\/script><\/p>\n<div class=\"wistia_embed wistia_async_brfiq56d5y aligncenter\" style=\"height: 461px; position: relative; width: 500px;\"><\/div>\n<p>The bot comes with these other powerful features to help you automate more questions:<\/p>\n<ul>\n<li style=\"list-style-type: none;\">\n<ul>\n<li><strong>Multilingual answers<\/strong>: Got customers speaking Spanish, French, Italian, Brazilian Portuguese, Russian, or German? No problem. The bot will automatically answer in the language used by your customer\u2019s browser settings.<\/li>\n<li><strong>Answer targeting<\/strong>: Customize answers by specifying who the bot should talk to and how it should adjust answers based on criteria like customer spend, business type, location, and more.<\/li>\n<li><strong>Improved performance insights<\/strong>: Find underperforming answers that need to be optimized, using our new reports. You can also filter reporting by bot interactions to see the exact impact bots are having on your conversation metrics.<\/li>\n<\/ul>\n<\/li>\n<\/ul>\n<p><!--\n \t\n\n<li><strong>Integration with Custom Bots<\/strong>: If you use Custom Bots to triage inbound conversations, you can now set up Resolution Bot to jump into those conversations and answer common questions.<\/li>\n\n\n \t\n\n<li><strong>Improved performance insights<\/strong>: Find underperforming answers that need to be optimized, using our new reports. You can also filter reporting by bot interactions to see the exact impact bots are having on your conversation metrics.<\/li>\n\n\n \t\n\n<li><strong>Easier answer creation<\/strong>: Don\u2019t answer the same question twice. Now you can take the answers you wrote in previous conversations and save them as bot answers.<\/li>\n\n\n \t\n\n<li><strong>A separate bot inbox<\/strong>: Help your team focus on just the conversations that need human attention. Keep the conversations being handled by the bot in a separate inbox.<\/li>\n\n\n \t\n\n<li><strong>Cleaner SLAs<\/strong>: With the bot inbox in place, you can choose to exclude the bot inbox time from SLAs so they only start counting down after a conversation leaves that inbox.<\/li>\n\n\n--><\/p>\n<h2 id=\"turn-your-conversation-data-into-business-insights-with-api-2-0\">Turn your conversation data into business insights, with API 2.0<\/h2>\n<p>The trove of customer and conversation data you have in Intercom can be incredibly valuable for business insights. Our <a href=\"https:\/\/www.intercom.com\/blog\/changes\/en\/transform-customer-and-conversation-data-into-valuable-reports-and-insights-with-api-v-\" target=\"_blank\" rel=\"noopener noreferrer\">new API<\/a> gives you full access to that data so you can generate more powerful reports and use it to drive decision-making. You can now export the exact customer and conversation data you need to external reporting tools you use. You can also give your teams more insights into the customers they&#8217;re chatting with, using our improved custom data attributes and conversation tags.<\/p>\n<blockquote class=\"pullquote-style-two\"><p>&#8220;The trove of customer and conversation data you have in Intercom can be incredibly valuable for business insights&#8221;<\/p><\/blockquote>\n<p>What you&#8217;ll find in the new API:<\/p>\n<ul>\n<li><strong>New Contacts API<\/strong>: Access all your leads and users without restrictions, search them by any combination of fields, and pull in new attributes like the date of last contact.<\/li>\n<li><strong>New Data Attributes API<\/strong>: Systematically create and update custom data attributes (CDAs), set clear CDA labels and descriptions, and build drop-down lists of defined attribute options.<\/li>\n<li><strong>Updated Conversations API<\/strong>: Tag conversations automatically, search them by any field, and find more granular timestamps and out-of-the-box metrics like time to first response.<\/li>\n<\/ul>\n<p>If you\u2019ve built an app for our <a href=\"https:\/\/www.intercom.com\/blog\/app-store\/\" target=\"_blank\" rel=\"noopener noreferrer\">Intercom App Store<\/a>, use these APIs to improve your app experience for your customers.<\/p>\n<h2 id=\"a-more-intuitive-customizable-and-secure-intercom\">A more intuitive, customizable, and secure Intercom<\/h2>\n<p>Besides launching big new features, we\u2019ve also been fine-tuning other areas of Intercom to make the product easier to use.<\/p>\n<h3><a href=\"https:\/\/www.intercom.com\/blog\/changes\/en\/save-time-managing-permissions-and-increase-security-with-custom-roles-?standaloneLogoUrl=https%3A%2F%2Fstatic.getbeamer.com%2FZNmxMkko10804%2Flogo_1149.png\" target=\"_blank\" rel=\"noopener noreferrer\">Improved permissions with Custom Roles<\/a><\/h3>\n<p>If you\u2019ve got multiple teams on Intercom, use Custom Roles to administer permissions efficiently and securely. Create a role that&#8217;s specific to your business, such as Customer Support Rep, and configure the corresponding permissions.<\/p>\n<p><img decoding=\"async\" src=\"https:\/\/www.intercom.com\/blog\/wp-content\/uploads\/2020\/05\/Intercom-Custom-Roles.jpeg\" alt=\"Intercom Custom Roles\" \/><\/p>\n<h3><a href=\"https:\/\/www.intercom.com\/blog\/changes\/en\/its-now-even-easier-to-manage-and-create-saved-replies-for-faster-more-consistent-support?standaloneLogoUrl=https%3A%2F%2Fstatic.getbeamer.com%2FZNmxMkko10804%2Flogo_1149.png\" target=\"_blank\" rel=\"noopener noreferrer\">Better management of saved replies<\/a><\/h3>\n<p>Templated responses are great for saving time and keeping things consistent. But they can get unwieldy as new responses get added over time. So we\u2019ve created a whole new settings page to let you see, review, and manage your entire library of saved replies. You can also control who can create, edit, or delete saved replies.<\/p>\n<p><img decoding=\"async\" src=\"https:\/\/www.intercom.com\/blog\/wp-content\/uploads\/2020\/05\/intercom-saved-replies.jpeg\" alt=\"Intercom saved replies\" \/><\/p>\n<h3><a href=\"https:\/\/www.intercom.com\/blog\/changes\/en\/updates-to-outbound-messaging-new-editor-names-and-insights-?standaloneLogoUrl=https%3A%2F%2Fstatic.getbeamer.com%2FZNmxMkko10804%2Flogo_1149.png\" target=\"_blank\" rel=\"noopener noreferrer\">Easier to use outbound messaging<\/a><\/h3>\n<p>Share news and updates with your customers through in-app chats and posts (previously known as notes), which are now easier to find and create. Don&#8217;t worry about being flooded with responses: you can set automated follow-up actions like \u201cSend auto reply,\u201d \u201cTrigger Operator\u2019s qualification task bot,\u201d and \u201cLet Resolution Bot respond.\u201d<\/p>\n<p><img decoding=\"async\" src=\"https:\/\/www.intercom.com\/blog\/wp-content\/uploads\/2020\/05\/intercom-outbound-messaging.jpeg\" alt=\"Intercom outbound messaging\" \/><\/p>\n<h2 id=\"new-and-improved-apps-to-help-you-get-more-done\">New and improved apps to help you get more done<\/h2>\n<p>Connect your favorite tools with Intercom! Check out these recent app additions and upgrades in the <a href=\"https:\/\/www.intercom.com\/blog\/app-store\/\" target=\"_blank\" rel=\"noopener noreferrer\">Intercom App Store<\/a>:<\/p>\n<h3><a href=\"https:\/\/www.intercom.com\/blog\/app-store\/?app_package_code=marketo_enrichment\" target=\"_blank\" rel=\"noopener noreferrer\">Updated Marketo app<\/a><\/h3>\n<p>Our Marketo integration now lets you sync custom data attributes and trigger Marketo Smart Campaigns straight from Intercom. Send those great leads you&#8217;re chatting with to Marketo and enrich them with qualification data you&#8217;re gathering from Intercom.<\/p>\n<p><img decoding=\"async\" src=\"https:\/\/www.intercom.com\/blog\/wp-content\/uploads\/2020\/05\/Intercom-Marketo-app.jpg\" alt=\"Intercom Marketo app\" \/><\/p>\n<p><a href=\"https:\/\/www.intercom.com\/blog\/app-store\/?app_package_code=marketo_enrichment\" target=\"_blank\" rel=\"noopener noreferrer\">Install the Marketo app<\/a> from the Intercom App Store.<\/p>\n<h3><a href=\"https:\/\/www.intercom.com\/blog\/app-store\/?app_package_code=octopods-omnichannel-ip2j\" target=\"_blank\" rel=\"noopener noreferrer\">Updated Octopods app<\/a><\/h3>\n<p>You can now get WhatsApp messages from your customers in Intercom and easily reply to them from the Inbox! In addition to WhatsApp, Octopods helps you connect many, many other tools to Intercom \u2013 14 to be exact: Instagram, Twitter, Telegram, LINE, WeChat, Viber, Twilio SMS, Nexmo SMS, MessageBird SMS, Vkontakte, OK.ru, Zalo and AfricasTalking SMS.<\/p>\n<p><img decoding=\"async\" src=\"https:\/\/www.intercom.com\/blog\/wp-content\/uploads\/2020\/05\/octopods-intercom-app.png\" alt=\"Intercom Octopods app\" \/><\/p>\n<p><a href=\"https:\/\/www.intercom.com\/blog\/app-store\/?app_package_code=octopods-omnichannel-ip2j\" target=\"_blank\" rel=\"noopener noreferrer\">Install the Octopods app<\/a> from the Intercom App Store.<\/p>\n<h3><a href=\"https:\/\/www.intercom.com\/blog\/app-store\/?app_package_code=amplitude\" target=\"_blank\" rel=\"noopener noreferrer\">New Amplitude Engage app<\/a><\/h3>\n<p>Measure the impact of your Intercom messages, campaigns, and product tours on user behavior with Amplitude&#8217;s user segments and behavioral analytics.<\/p>\n<p><img decoding=\"async\" src=\"https:\/\/www.intercom.com\/blog\/wp-content\/uploads\/2020\/05\/amplitude-engage-intercom-app.png\" alt=\"Intercom Amplitude Engage app\" \/><\/p>\n<p><a href=\"https:\/\/www.intercom.com\/blog\/app-store\/?app_package_code=amplitude\" target=\"_blank\" rel=\"noopener noreferrer\">Install the Amplitude Engage app<\/a> from the Intercom App Store.<\/p>\n<h3><a href=\"https:\/\/www.intercom.com\/blog\/app-store\/?app_package_code=heap-io\" target=\"_blank\" rel=\"noopener noreferrer\">New Heap app<\/a><\/h3>\n<p>Heap is another great tool for analyzing conversations. See where users are starting the most conversations on your website, whether conversations lead to purchases or other key actions, and whether Intercom is helping your customer retention long-term.<\/p>\n<p><img decoding=\"async\" class=\"aligncenter\" src=\"https:\/\/www.intercom.com\/blog\/wp-content\/uploads\/2020\/05\/intercom-heap-app.png\" alt=\"Intercom Heap app\" width=\"75%\" \/><\/p>\n<p><a href=\"https:\/\/www.intercom.com\/blog\/app-store\/?app_package_code=heap-io\" target=\"_blank\" rel=\"noopener noreferrer\">Install the Heap app<\/a> from the Intercom App Store.<\/p>\n<h3><a href=\"https:\/\/www.intercom.com\/blog\/app-store\/?app_package_code=kickfire\" target=\"_blank\" rel=\"noopener noreferrer\">New KickFire app<\/a><\/h3>\n<p>Enrich your Intercom conversations with KickFire\u2019s account-level data and get more insights on the visitors you&#8217;re chatting with, including the company they work for, its revenue and employee count, and industry.<\/p>\n<p><img decoding=\"async\" src=\"https:\/\/www.intercom.com\/blog\/wp-content\/uploads\/2020\/05\/Intercom-kickFire-app.png\" alt=\"Intercom KickFire app\" \/><\/p>\n<p><a href=\"https:\/\/www.intercom.com\/blog\/app-store\/?app_package_code=kickfire\" target=\"_blank\" rel=\"noopener noreferrer\">Install the KickFire app<\/a> from the Intercom App Store.<\/p>\n<p>We hope these updates help you stay connected to more of your customers!<\/p>\n","protected":false},"excerpt":{"rendered":"<p>We\u2019re constantly listening to your feedback and have built 45 features so far this year to help you stay close to your customers. <\/p>\n","protected":false},"author":445,"featured_media":0,"comment_status":"closed","ping_status":"closed","sticky":false,"template":"","format":"standard","meta":{"_jetpack_memberships_contains_paid_content":false,"footnotes":""},"category":[4],"tags":[22485,24865,12590],"coauthors":[22593],"class_list":["post-23617","post","type-post","status-publish","format-standard","hentry","category-news","tag-proactive-support","tag-self-serve-support","tag-what-we-shipped"],"yoast_head":"<!-- This site is optimized with the Yoast SEO Premium plugin v27.3 (Yoast SEO v27.3) - https:\/\/yoast.com\/product\/yoast-seo-premium-wordpress\/ -->\n<title>Built for you: Resolution Bot, API 2.0, permissions, and more to help you scale - The Intercom Blog<\/title>\n<meta name=\"description\" content=\"From new bots to better permissions and a new API, we&#039;re constantly building new features to help you manage all of your customer conversations and stay close to your customers. 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Check out our latest features.\" \/>\n<meta property=\"og:url\" content=\"https:\/\/www.intercom.com\/blog\/what-we-built-may-2020\/\" \/>\n<meta property=\"og:site_name\" content=\"The Intercom Blog\" \/>\n<meta property=\"article:publisher\" content=\"https:\/\/www.facebook.com\/intercominc\" \/>\n<meta property=\"article:published_time\" content=\"2020-05-06T08:25:48+00:00\" \/>\n<meta property=\"article:modified_time\" content=\"2021-05-12T12:53:32+00:00\" \/>\n<meta property=\"og:image\" content=\"https:\/\/www.intercom.com\/blog\/wp-content\/uploads\/2020\/05\/Built-for-you-share.png\" \/>\n\t<meta property=\"og:image:width\" content=\"440\" \/>\n\t<meta property=\"og:image:height\" content=\"220\" \/>\n\t<meta property=\"og:image:type\" content=\"image\/png\" \/>\n<meta name=\"author\" content=\"Mark Iafrate\" \/>\n<meta name=\"twitter:card\" content=\"summary_large_image\" \/>\n<meta name=\"twitter:creator\" content=\"@MarkIafrate\" \/>\n<meta name=\"twitter:site\" content=\"@intercom\" \/>\n<meta name=\"twitter:label1\" content=\"Written by\" \/>\n\t<meta name=\"twitter:data1\" content=\"Mark Iafrate\" \/>\n\t<meta name=\"twitter:label2\" content=\"Est. reading time\" \/>\n\t<meta name=\"twitter:data2\" content=\"5 minutes\" \/>\n<script type=\"application\/ld+json\" class=\"yoast-schema-graph\">{\"@context\":\"https:\\\/\\\/schema.org\",\"@graph\":[{\"@type\":\"Article\",\"@id\":\"https:\\\/\\\/www.intercom.com\\\/blog\\\/what-we-built-may-2020\\\/#article\",\"isPartOf\":{\"@id\":\"https:\\\/\\\/www.intercom.com\\\/blog\\\/what-we-built-may-2020\\\/\"},\"author\":{\"name\":\"Mark Iafrate\",\"@id\":\"https:\\\/\\\/www.intercom.com\\\/blog\\\/#\\\/schema\\\/person\\\/9570de805d8400141813610b81f305cf\"},\"headline\":\"Built for you: Resolution Bot, API 2.0, permissions, and more to help you scale\",\"datePublished\":\"2020-05-06T08:25:48+00:00\",\"dateModified\":\"2021-05-12T12:53:32+00:00\",\"mainEntityOfPage\":{\"@id\":\"https:\\\/\\\/www.intercom.com\\\/blog\\\/what-we-built-may-2020\\\/\"},\"wordCount\":988,\"publisher\":{\"@id\":\"https:\\\/\\\/www.intercom.com\\\/blog\\\/#organization\"},\"image\":{\"@id\":\"https:\\\/\\\/www.intercom.com\\\/blog\\\/what-we-built-may-2020\\\/#primaryimage\"},\"thumbnailUrl\":\"https:\\\/\\\/www.intercom.com\\\/blog\\\/wp-content\\\/uploads\\\/2020\\\/05\\\/Intercom-Custom-Roles.jpeg\",\"keywords\":[\"proactive support\",\"self-serve support\",\"What we shipped\"],\"articleSection\":[\"News &amp; Updates\"],\"inLanguage\":\"en-US\"},{\"@type\":\"WebPage\",\"@id\":\"https:\\\/\\\/www.intercom.com\\\/blog\\\/what-we-built-may-2020\\\/\",\"url\":\"https:\\\/\\\/www.intercom.com\\\/blog\\\/what-we-built-may-2020\\\/\",\"name\":\"Built for you: Resolution Bot, API 2.0, permissions, and more to help you scale - The Intercom Blog\",\"isPartOf\":{\"@id\":\"https:\\\/\\\/www.intercom.com\\\/blog\\\/#website\"},\"primaryImageOfPage\":{\"@id\":\"https:\\\/\\\/www.intercom.com\\\/blog\\\/what-we-built-may-2020\\\/#primaryimage\"},\"image\":{\"@id\":\"https:\\\/\\\/www.intercom.com\\\/blog\\\/what-we-built-may-2020\\\/#primaryimage\"},\"thumbnailUrl\":\"https:\\\/\\\/www.intercom.com\\\/blog\\\/wp-content\\\/uploads\\\/2020\\\/05\\\/Intercom-Custom-Roles.jpeg\",\"datePublished\":\"2020-05-06T08:25:48+00:00\",\"dateModified\":\"2021-05-12T12:53:32+00:00\",\"description\":\"From new bots to better permissions and a new API, we're constantly building new features to help you manage all of your customer conversations and stay close to your customers. 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