{"id":28108,"date":"2022-10-05T13:01:55","date_gmt":"2022-10-05T12:01:55","guid":{"rendered":"https:\/\/www.intercom.com\/blog\/?p=28108"},"modified":"2024-07-18T11:45:31","modified_gmt":"2024-07-18T10:45:31","slug":"built-for-you-september-2022","status":"publish","type":"post","link":"https:\/\/www.intercom.com\/blog\/built-for-you-september-2022\/","title":{"rendered":"Built for you: Inbox updates, customizable conversation assignment, and more!"},"content":{"rendered":"<p>More languages, more efficiency, and more satisfied customers: Welcome to the September edition of Built for You.<\/p>\n<p>So much of delivering an incredible customer experience happens behind the scenes. The live chat experience is so effortless for customers that it\u2019s easy to assume it\u2019s the same way for support teams. The truth is, it takes a lot of operational work, data analysis, and support skills to make world-class customer service look easy.<\/p>\n<p>At Intercom, we\u2019re committed to making customer interactions as seamless and enjoyable as possible \u2013 for customers and support teams. Last month, we released a host of new features and updates to help your support team ace the behind-the-scenes operations so they can focus on what they do best: delighting your customers with personal, conversational support experiences. Here\u2019s what we built for you in September.<\/p>\n<h2 id=\"our-next-gen-inbox-just-keeps-getting-better\">Our next-gen Inbox just keeps getting better<\/h2>\n<p>So many of our customers have been loving our new Inbox since it was released in March \u2013 but there\u2019s a lot more to come! In September alone we added <a href=\"https:\/\/www.intercom.com\/blog\/changes\/en\/new-feature-updates-released-to-the-next_gen-inbox\">four new features<\/a> to uplevel the support experience for both your customers and your team:<\/p>\n<ul>\n<li>The Inbox is now available in Spanish<\/li>\n<li>Access keyboard shortcuts in five new languages<\/li>\n<li>Save time by pinning your most-used actions to the Inbox composer<\/li>\n<li>Resize the sidebar to view customer details more quickly and easily<\/li>\n<\/ul>\n<p><img loading=\"lazy\" decoding=\"async\" class=\"alignnone wp-image-28111 size-full\" src=\"https:\/\/www.intercom.com\/blog\/wp-content\/uploads\/2022\/10\/NGI-resize-1.gif\" alt=\"\" width=\"1643\" height=\"939\" \/><\/p>\n<h2 id=\"customize-conversation-assignments\">Customize conversation assignments<\/h2>\n<p>Are you using our <a href=\"https:\/\/www.intercom.com\/blog\/help\/en\/articles\/6553774-balanced-assignment-deep-dive?utm_source=beamer&amp;utm_medium=standalone&amp;utm_campaign=Manage-assignments-at-scale-with-custom-conversation-prioritization&amp;utm_content=textlink\">Balanced Assignment feature<\/a> to allocate conversations quickly and fairly among your team members? Now you can take more control of how those conversations are assigned by reordering the attributes that dictate who gets which chat, such as conversation priority, wait time, SLA target.<\/p>\n<p><img loading=\"lazy\" decoding=\"async\" class=\"alignnone size-full wp-image-28109\" src=\"https:\/\/www.intercom.com\/blog\/wp-content\/uploads\/2022\/10\/conversation-assignments-1.webp\" alt=\"conversation assignments (1)\" width=\"1321\" height=\"930\" srcset=\"https:\/\/www.intercom.com\/blog\/wp-content\/uploads\/2022\/10\/conversation-assignments-1.webp 1321w, https:\/\/www.intercom.com\/blog\/wp-content\/uploads\/2022\/10\/conversation-assignments-1-300x211.webp 300w, https:\/\/www.intercom.com\/blog\/wp-content\/uploads\/2022\/10\/conversation-assignments-1-700x493.webp 700w, https:\/\/www.intercom.com\/blog\/wp-content\/uploads\/2022\/10\/conversation-assignments-1-768x541.webp 768w, https:\/\/www.intercom.com\/blog\/wp-content\/uploads\/2022\/10\/conversation-assignments-1-600x422.webp 600w\" sizes=\"auto, (max-width: 1321px) 100vw, 1321px\" \/><\/p>\n<h2 id=\"keep-better-track-of-your-bots\">Keep better track of your bots<\/h2>\n<p>At Intercom, we know that bots are amazing assets for support teams \u2013 but only if you know where to find them. All of your Custom Bots are now available on a single page in the Operator tab, making it so much easier to search through your bots (with our new search bar!), update and change their settings, or remove ones that are no longer relevant.<\/p>\n<p><img loading=\"lazy\" decoding=\"async\" class=\"alignnone size-full wp-image-28110\" src=\"https:\/\/www.intercom.com\/blog\/wp-content\/uploads\/2022\/10\/Custom-Bot-Search.png\" alt=\"Custom Bot Search\" width=\"1369\" height=\"1054\" srcset=\"https:\/\/www.intercom.com\/blog\/wp-content\/uploads\/2022\/10\/Custom-Bot-Search.png 1369w, https:\/\/www.intercom.com\/blog\/wp-content\/uploads\/2022\/10\/Custom-Bot-Search-300x231.png 300w, https:\/\/www.intercom.com\/blog\/wp-content\/uploads\/2022\/10\/Custom-Bot-Search-700x539.png 700w, https:\/\/www.intercom.com\/blog\/wp-content\/uploads\/2022\/10\/Custom-Bot-Search-768x591.png 768w, https:\/\/www.intercom.com\/blog\/wp-content\/uploads\/2022\/10\/Custom-Bot-Search-600x462.png 600w\" sizes=\"auto, (max-width: 1369px) 100vw, 1369px\" \/><\/p>\n<h2 id=\"find-out-how-each-channel-contributes-to-customer-engagement\">Find out how each channel contributes to customer engagement<\/h2>\n<p>To truly understand how engaged your customers are, and how they like to be engaged, it\u2019s important to have an overview of the types of messages they respond to most. We\u2019ve added a new \u201cmessage type\u201d filter in the <a href=\"https:\/\/www.intercom.com\/blog\/help\/en\/articles\/399-see-how-your-messages-are-performing#get-insights-into-overall-message-performance\">Customer Engagement Overview report<\/a> so you can break down engagement performance by message type, such as Banners, Bots, emails, and more.<\/p>\n<p><img loading=\"lazy\" decoding=\"async\" class=\"alignnone size-full wp-image-28112\" src=\"https:\/\/www.intercom.com\/blog\/wp-content\/uploads\/2022\/10\/Message-Type-Filter.png\" alt=\"\" width=\"1644\" height=\"1050\" srcset=\"https:\/\/www.intercom.com\/blog\/wp-content\/uploads\/2022\/10\/Message-Type-Filter.png 1644w, https:\/\/www.intercom.com\/blog\/wp-content\/uploads\/2022\/10\/Message-Type-Filter-300x192.png 300w, https:\/\/www.intercom.com\/blog\/wp-content\/uploads\/2022\/10\/Message-Type-Filter-700x447.png 700w, https:\/\/www.intercom.com\/blog\/wp-content\/uploads\/2022\/10\/Message-Type-Filter-768x491.png 768w, https:\/\/www.intercom.com\/blog\/wp-content\/uploads\/2022\/10\/Message-Type-Filter-1536x981.png 1536w, https:\/\/www.intercom.com\/blog\/wp-content\/uploads\/2022\/10\/Message-Type-Filter-600x383.png 600w, https:\/\/www.intercom.com\/blog\/wp-content\/uploads\/2022\/10\/Message-Type-Filter-1400x894.png 1400w\" sizes=\"auto, (max-width: 1644px) 100vw, 1644px\" \/><\/p>\n<h2 id=\"deep-dive-on-first-response-time-with-new-custom-report-filters\">Deep dive on first response time with new custom report filters<\/h2>\n<p>View the data that has the largest impact on business performance. <a href=\"https:\/\/www.intercom.com\/blog\/help\/en\/articles\/4549035-create-a-custom-report\">Custom reports<\/a> can now be filtered by the critical \u201cfirst response time\u201d metric, making it an easy task to identify outlier conversations and improvement opportunities that your team should investigate.<\/p>\n<p><img loading=\"lazy\" decoding=\"async\" class=\"alignnone size-full wp-image-28113\" src=\"https:\/\/www.intercom.com\/blog\/wp-content\/uploads\/2022\/10\/FRT-Filter.png\" alt=\"\" width=\"1543\" height=\"915\" srcset=\"https:\/\/www.intercom.com\/blog\/wp-content\/uploads\/2022\/10\/FRT-Filter.png 1543w, https:\/\/www.intercom.com\/blog\/wp-content\/uploads\/2022\/10\/FRT-Filter-300x178.png 300w, https:\/\/www.intercom.com\/blog\/wp-content\/uploads\/2022\/10\/FRT-Filter-700x415.png 700w, https:\/\/www.intercom.com\/blog\/wp-content\/uploads\/2022\/10\/FRT-Filter-768x455.png 768w, https:\/\/www.intercom.com\/blog\/wp-content\/uploads\/2022\/10\/FRT-Filter-1536x911.png 1536w, https:\/\/www.intercom.com\/blog\/wp-content\/uploads\/2022\/10\/FRT-Filter-600x356.png 600w, https:\/\/www.intercom.com\/blog\/wp-content\/uploads\/2022\/10\/FRT-Filter-1400x830.png 1400w\" sizes=\"auto, (max-width: 1543px) 100vw, 1543px\" \/><\/p>\n<h2 id=\"improvements-to-support-ios-16\">Improvements to support iOS 16<\/h2>\n<p>Our iOS SDK has been updated to provide support for iOS 16. Customers should update to <a href=\"https:\/\/developers.intercom.com\/installing-intercom\/docs\/migrating-to-v13\">v13.0.0<\/a> of our iOS SDK to ensure Intercom works with iOS 16.<\/p>\n<p>Want to be the first to hear about some of our most exciting releases this year? Join us for our virtual launch event, New at Intercom, on October 12th at 8am PT\/4pm BST.<\/p>\n","protected":false},"excerpt":{"rendered":"<p>More languages, more efficiency, and more satisfied customers: Welcome to the September edition of Built for You. So much of delivering an incredible customer experience happens behind the scenes. The live chat experience is so effortless&hellip;<\/p>\n","protected":false},"author":533,"featured_media":27191,"comment_status":"closed","ping_status":"closed","sticky":false,"template":"","format":"standard","meta":{"_jetpack_memberships_contains_paid_content":false,"footnotes":""},"category":[4],"tags":[],"coauthors":[25080],"class_list":["post-28108","post","type-post","status-publish","format-standard","has-post-thumbnail","hentry","category-news"],"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: Inbox updates, customizable conversation assignment, and more! - The Intercom Blog<\/title>\n<meta name=\"robots\" content=\"index, follow, max-snippet:-1, max-image-preview:large, max-video-preview:-1\" \/>\n<link rel=\"canonical\" href=\"https:\/\/www.intercom.com\/blog\/built-for-you-september-2022\/\" \/>\n<meta property=\"og:locale\" content=\"en_US\" \/>\n<meta property=\"og:type\" content=\"article\" \/>\n<meta property=\"og:title\" content=\"Built for you: Inbox updates, customizable conversation assignment, and more!\" \/>\n<meta property=\"og:description\" content=\"More languages, more efficiency, and more satisfied customers: Welcome to the September edition of Built for You. 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