{"id":6975,"date":"2015-01-16T17:00:00","date_gmt":"2015-01-17T01:00:00","guid":{"rendered":"http:\/\/intercom.com\/blog\/?p=6975"},"modified":"2020-07-30T13:02:24","modified_gmt":"2020-07-30T12:02:24","slug":"new-intercom-features","status":"publish","type":"post","link":"https:\/\/www.intercom.com\/blog\/new-intercom-features\/","title":{"rendered":"What\u2019s new: a better inbox, mobile apps, and more"},"content":{"rendered":"

This year we\u2019ll be posting regular updates on the improvements we\u2019re making and new features we\u2019re shipping in Intercom.<\/p>\n

We\u2019re kicking things off by highlighting the new Intercom features we shipped to close out 2014. In December, we released several new features and wrapped up some critical projects to help build a solid foundation for 2015. Having more than doubled our engineering team throughout last year, we\u2019re really excited for what\u2019s to come this year.<\/p>\n

Team inbox improvements<\/h2>\n

@Mentions<\/h3>\n
\"Mentions<\/div>\n

Collaborating inside the Intercom inbox was made a lot easier with the addition\u00a0of Mentions. Now teams can notify each other and loop new people into conversations to help solve customer issues together, faster. No need to leave Intercom to send an instant message or email a co-worker. Just @mention them in a note and they’re clued in.<\/p>\n

Color coded conversation list<\/h3>\n
\"Color-coded<\/div>\n

We received a lot\u00a0of feedback on the new inbox we shipped in 2014<\/a>; it’s been a big help for support teams, but there\u2019s still a lot of room for improvement. Last month, we added color coded conversation actions to the inbox\u2019s conversation list. Now it\u2019s easy to see what the last action on a conversation was: whether a reply from a user, admin, or new note.<\/p>\n

Customer profiles in\u00a0email\u00a0notifications<\/h3>\n
\"New<\/div>\n

Notification emails are critical for staying on top of things when you\u2019re logged out of Intercom. Our old notifications were great for relaying new messages, but sometimes it\u2019s hard to remember who\u2019s who when you\u2019re away from your desk. Our new notifications include a brief profile of each user alongside their message.<\/p>\n

Quick-close conversations<\/h3>\n
\"New<\/div>\n

Much of the feedback on our new inbox was focused on managing customer conversations more efficiently. In December, we made it possible to close conversations without having to open them first. Less clicks = faster support = happier customers :-).<\/p>\n

Mobile app improvements<\/h2>\n

Improvements to our iOS app<\/h3>\n
\"Mobile<\/div>\n

We shipped two new versions of our iOS app in December, adding a wealth of new features and improvements including:<\/p>\n