{"id":28663,"date":"2023-03-07T12:01:03","date_gmt":"2023-03-07T12:01:03","guid":{"rendered":"https:\/\/www.intercom.com\/blog\/?p=28663"},"modified":"2025-04-04T10:07:45","modified_gmt":"2025-04-04T09:07:45","slug":"built-for-you-february","status":"publish","type":"post","link":"https:\/\/www.intercom.com\/blog\/built-for-you-february\/","title":{"rendered":"Built for you: Workload Management features, Checklists, and more"},"content":{"rendered":"<p>Welcome to the February edition of <em>Built for You<\/em>!<\/p>\n<p>Another month, another collection of incredible new features we\u2019ve built for you. This month, we\u2019ve been focusing on making your everyday tasks easier, more efficient, and more enjoyable. We think you\u2019ll be as excited as we are \u2013 let\u2019s jump straight in.<\/p>\n<h2 id=\"scale-live-support-with-new-workload-management-features\">Scale live support with new Workload Management features<\/h2>\n<p>Whether you have ten customers or ten thousand, our Workload Management updates make it even easier to scale real-time support and ensure conversations are immediately routed to the right teammates.<\/p>\n<p>New customization features allow you to decide exactly how conversations should be prioritized and routed based on your business priorities, as well as individual teammates\u2019 availability and expertise. You now have a single dedicated space where you can <a href=\"https:\/\/www.intercom.com\/blog\/help\/en\/articles\/6553774-balanced-assignment-deep-dive\">manage assignments<\/a>, <a href=\"https:\/\/www.intercom.com\/blog\/help\/en\/articles\/6899988-automatic-away-mode\">automatically set inactive teammates to \u201caway,\u201d<\/a>\u00a0and much more.<\/p>\n<p><img loading=\"lazy\" decoding=\"async\" class=\"alignnone size-full wp-image-28664\" src=\"https:\/\/www.intercom.com\/blog\/wp-content\/uploads\/2023\/02\/Workload-management.png\" alt=\"Workload management\" width=\"2880\" height=\"1920\" srcset=\"https:\/\/www.intercom.com\/blog\/wp-content\/uploads\/2023\/02\/Workload-management.png 2880w, https:\/\/www.intercom.com\/blog\/wp-content\/uploads\/2023\/02\/Workload-management-300x200.png 300w, https:\/\/www.intercom.com\/blog\/wp-content\/uploads\/2023\/02\/Workload-management-700x467.png 700w, https:\/\/www.intercom.com\/blog\/wp-content\/uploads\/2023\/02\/Workload-management-768x512.png 768w, https:\/\/www.intercom.com\/blog\/wp-content\/uploads\/2023\/02\/Workload-management-1536x1024.png 1536w, https:\/\/www.intercom.com\/blog\/wp-content\/uploads\/2023\/02\/Workload-management-2048x1365.png 2048w, https:\/\/www.intercom.com\/blog\/wp-content\/uploads\/2023\/02\/Workload-management-600x400.png 600w, https:\/\/www.intercom.com\/blog\/wp-content\/uploads\/2023\/02\/Workload-management-1400x933.png 1400w\" sizes=\"auto, (max-width: 2880px) 100vw, 2880px\" \/><\/p>\n<h2 id=\"turn-signups-into-superusers-with-checklists\">Turn signups into superusers with Checklists<\/h2>\n<p>Help your customers reach their <a href=\"https:\/\/www.intercom.com\/blog\/understanding-your-aha-moments-and-putting-them-to-work\/\">\u201caha moment\u201d<\/a> as quickly as possible with <a href=\"https:\/\/www.intercom.com\/blog\/help\/en\/collections\/3679054-checklists\">personalized Checklists<\/a> \u2013 a next-level approach to onboarding that guides your users through a specified set of tasks to engage and show value in a structured, progressive way. The highlights? Checklists are:<\/p>\n<ul>\n<li><strong>Action-drivers:<\/strong> Automate your users\u2019 journeys, guiding them to take key actions and hit activation milestones to deliver greater customer adoption, retention, and satisfaction.<\/li>\n<li><strong>In-context:<\/strong> Deliver Checklists directly through the Messenger within your product to make it easy for customers to discover and complete the actions they need to take.<\/li>\n<li><strong>No-code:<\/strong> Design and build delightful Checklists in minutes with our codeless builder.<\/li>\n<\/ul>\n<p>Plus, Checklists allows you to integrate your existing help content, optimize engagement with A\/B testing, and maximize completion rates with smart automation.<\/p>\n<p><img loading=\"lazy\" decoding=\"async\" class=\"alignnone size-full wp-image-28523\" src=\"https:\/\/www.intercom.com\/blog\/wp-content\/uploads\/2023\/01\/GTM-final-final-1.gif\" alt=\"\" width=\"1304\" height=\"720\" \/><\/p>\n<h2 id=\"create-more-engaging-articles-with-versioning-new-headers-and-more\">Create more engaging articles with versioning, new headers, and more!<\/h2>\n<p>Better articles mean increased rates of self-serve support among your customers. It\u2019s now easier to <a href=\"https:\/\/www.intercom.com\/blog\/help\/en\/articles\/56978-formatting-your-help-articles-in-the-articles-editor\">create, edit, and manage your help articles<\/a> with updates including:<\/p>\n<ul>\n<li>Auto-saving, versioning, and activity logs.<\/li>\n<li>More customizability, including image resizing, text alignment, and more header types.<\/li>\n<li>Call-out blocks for highlighting specific content.<\/li>\n<li>File attachments and video embedding from more sources.<\/li>\n<li>Custom collection icons and header font colors.<\/li>\n<\/ul>\n<h2 id=\"deliver-on-brand-support-emails-with-customizable-signatures\">Deliver on-brand support emails with customizable signatures<\/h2>\n<p>You want your customers to instantly recognize and trust messages you send them. Now you can create on-brand messages by adding <a href=\"https:\/\/www.intercom.com\/blog\/help\/en\/articles\/6884806-customize-email-signature\">customizable signatures<\/a> to emails you send from the Inbox. That\u2019s not all \u2013 you can add your logo, attributes, text, and even HTML blocks to produce truly on-brand emails.<\/p>\n<p><img loading=\"lazy\" decoding=\"async\" class=\"size-full wp-image-28670 aligncenter\" src=\"https:\/\/www.intercom.com\/blog\/wp-content\/uploads\/2023\/02\/Email-signature.png\" alt=\"\" width=\"1200\" height=\"665\" srcset=\"https:\/\/www.intercom.com\/blog\/wp-content\/uploads\/2023\/02\/Email-signature.png 1200w, https:\/\/www.intercom.com\/blog\/wp-content\/uploads\/2023\/02\/Email-signature-300x166.png 300w, https:\/\/www.intercom.com\/blog\/wp-content\/uploads\/2023\/02\/Email-signature-700x388.png 700w, https:\/\/www.intercom.com\/blog\/wp-content\/uploads\/2023\/02\/Email-signature-768x426.png 768w, https:\/\/www.intercom.com\/blog\/wp-content\/uploads\/2023\/02\/Email-signature-600x333.png 600w\" sizes=\"auto, (max-width: 1200px) 100vw, 1200px\" \/><\/p>\n<h2 id=\"add-context-to-tickets-with-attachments\">Add context to tickets with attachments<\/h2>\n<p><span style=\"font-weight: 400;\">It just got easier to get more context on a ticket with two crucial updates:<\/span><\/p>\n<ul>\n<li>Tickets now have optional title and description fields that can be viewed or searched for in the Inbox. These are private by default, but you can also choose for them to be visible to customers. Learn more <a class=\"c-link\" href=\"https:\/\/www.intercom.com\/blog\/changes\/en\/13524-the-details-teammates-need-to-resolve-a-ticket-are-now-front-and-centre\" target=\"_blank\" rel=\"noopener noreferrer\" data-stringify-link=\"https:\/\/www.intercom.com\/blog\/changes\/en\/13524-the-details-teammates-need-to-resolve-a-ticket-are-now-front-and-centre\" data-sk=\"tooltip_parent\">here<\/a>.<\/li>\n<li>You can now upload and view files associated with a ticket in the Inbox. Uploaded files are visible to other teammates, but cannot be seen by the customer whom the ticket is about. All common file formats are supported. Soon, you\u2019ll be able to allow customers to upload files to tickets too! Learn more\u00a0<a class=\"c-link\" href=\"https:\/\/www.intercom.com\/blog\/help\/en\/articles\/6603896-create-custom-ticket-types\" target=\"_blank\" rel=\"noopener noreferrer\" data-stringify-link=\"https:\/\/www.intercom.com\/blog\/help\/en\/articles\/6603896-create-custom-ticket-types\" data-sk=\"tooltip_parent\">here<\/a>.<\/li>\n<\/ul>\n<p><img loading=\"lazy\" decoding=\"async\" class=\"size-full wp-image-28671 aligncenter\" src=\"https:\/\/www.intercom.com\/blog\/wp-content\/uploads\/2023\/02\/Create-ticket-type.png\" alt=\"\" width=\"1200\" height=\"587\" srcset=\"https:\/\/www.intercom.com\/blog\/wp-content\/uploads\/2023\/02\/Create-ticket-type.png 1200w, https:\/\/www.intercom.com\/blog\/wp-content\/uploads\/2023\/02\/Create-ticket-type-300x147.png 300w, https:\/\/www.intercom.com\/blog\/wp-content\/uploads\/2023\/02\/Create-ticket-type-700x342.png 700w, https:\/\/www.intercom.com\/blog\/wp-content\/uploads\/2023\/02\/Create-ticket-type-768x376.png 768w, https:\/\/www.intercom.com\/blog\/wp-content\/uploads\/2023\/02\/Create-ticket-type-600x294.png 600w\" sizes=\"auto, (max-width: 1200px) 100vw, 1200px\" \/><\/p>\n<h2 id=\"integrate-your-zendesk-help-center-with-intercom\">Integrate your Zendesk help center with Intercom<\/h2>\n<p>No more switching back and forth between tools to find the right content. If you\u2019re using Zendesk\u2019s Guide for your help center articles, you can now seamlessly connect it with Intercom and use your articles in the Messenger, Inbox, and in bots. Check out <a href=\"https:\/\/www.intercom.com\/blog\/help\/en\/articles\/6717804-sync-articles-with-zendesk\">this article<\/a> for more information.<\/p>\n<h2 id=\"manage-news-items-and-feeds-with-api-2-8\">Manage News items and feeds with API 2.8<\/h2>\n<p>The latest version of our API is now available. This version adds team priority levels to the Admin model, and admin priority levels in Teams. We\u2019ve also built new webhook topics that fire when an open conversation is assigned. Learn more about the API updates <a href=\"https:\/\/developers.intercom.com\/intercom-api-reference\/v2.8\/reference\/changelog\">here<\/a>.<\/p>\n<h2 id=\"create-and-customize-email-templates-with-ease\">Create and customize email templates with ease<\/h2>\n<p>It\u2019s now easier than ever to use and customize templates for your outbound emails. Preview templates to make sure you select the right one, duplicate custom templates to save time, and customize the look of your emails with more visual possibilities. Learn more in this <a href=\"https:\/\/www.intercom.com\/blog\/help\/en\/articles\/6611603-visual-email-template-editor\">help article<\/a>.<\/p>\n<p>We hope these updates help your team to continue to offer a world-class customer experience. We\u2019ll be back next month to share what new features and capabilities we\u2019ve built for you.<\/p>\n\n","protected":false},"excerpt":{"rendered":"<p>Welcome to the February edition of Built for You! Another month, another collection of incredible new features we\u2019ve built for you. This month, we\u2019ve been focusing on making your everyday tasks easier, more efficient, and more&hellip;<\/p>\n","protected":false},"author":217,"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":[480],"class_list":["post-28663","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 v27.5 (Yoast SEO v27.5) - https:\/\/yoast.com\/product\/yoast-seo-premium-wordpress\/ -->\n<title>Built for you: Workload Management features, Checklists, 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-february\/\" \/>\n<meta property=\"og:locale\" content=\"en_US\" \/>\n<meta property=\"og:type\" content=\"article\" \/>\n<meta property=\"og:title\" content=\"Built for you: Workload Management features, Checklists, and more\" \/>\n<meta property=\"og:description\" content=\"Welcome to the February edition of Built for You! 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