Built For You - New in Intercom

Discover and learn about the latest Intercom features, improvements and more.

Apps & APIs
November 16, 2021

Offer frictionless omnichannel support, easily collect customer feedback, and more! — Q3 App Roundup πŸš€

Here are some of the newest apps in our app store. πŸŽ‰

Deliver seamless omnichannel support

WhatsApp - Route private messages from WhatsApp into your Intercom inbox β€” keeping all of your customer communications in one place β€” to give your customers the convenience they want without sacrificing teammate efficiency or reporting capabilities.

Yodel.io Phone System - Yodel is a business phone and text message solution for teams. The new integration lets you connect your phone line to your Intercom account to better engage with customers and prospects at the right time.

Easily collect and synthesize customer feedback

Delighted - Quickly gather and act on key customer feedback using Delighted's new integration with Intercom. The bidirectional connection lets you keep data in sync, trigger Delighted surveys based on customers entering Intercom segments, or use Delighted data to create more targeted campaigns in Intercom.

Zonka Feedback - Improve customer retention, LTV, and engagement by capturing NPS, CES, CSAT, and product feedback in real-time using the Zonka integration for Intercom.

Prodcamp - Build better products and turn customer feedback into revenue and operational efficiency using Intercom and ProdCamp. Easily collect feedback during a conversation, or enable customers to upvote features in the Messenger Home screen.

shipit - Convert feedback into product roadmap initiatives by capturing and categorizing customer insights from your conversations in Intercom. You can also create quarterly OKRs, prioritize and vote on items, automatically generate product requirements documents, and create epics in Jira.

Automatically keep data in sync

Import - Accurately migrate data from CSV files or another help desk into Intercom - without needing specialized training or professional services - from a single dashboard automatically.

Polytomic - Quickly sync and enrich your Intercom user and lead profiles with any data you want from app databases, data warehouses, or spreadsheets in minutes (and with no code required).

Check out the Intercom App Store!

Apps improve your customers' experience and team's efficiency β€” enabling actions in the Messenger and the Inbox, keeping data in sync across your tech stack, and triggering workflows in other tools.

Explore these and the 300+ other apps available in the Intercom App Store! 🍻

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Apps & APIs
bots
November 11, 2021

Trigger Messenger apps after conversations to boost engagement πŸ€–

You can now automatically insert any Messenger app to close conversations with leads or users instead of the standard Intercom Customer Satisfaction (CSAT) application. This added control gives you more ways to customize how conversations end to provide better customer experiences, generate more leads, and close deals faster! πŸš€

To customize your workflows:

  1. Navigate to the Operator > Task Bots > For Users / For Leads area.
  2. Go to the β€œAsk for conversation rating” section.
  3. Click β€œUse your own app when closing conversations.”
  4. Choose one from the list of installed applications, or explore the Intercom App Store to install a new app to use. 

More information is available in our help docs, but here is some inspiration to get you started! πŸ™Œ

Book more meetings with prospective customers by triggering scheduling apps - like Calendly, Google Calendar, and Chili Piper - as soon as conversations close.

Track your team’s performance by automatically sending NPS surveys after support conversations using apps like InMoment, Delighted, Survicate, AskNicely, and more.

Generate more leads by automatically prompting visitors to subscribe to your newsletter or complete a form using apps like Mailchimp, HubSpot, Typeform, and more.

Rati Zvirawa
Product Manager
Daniel Colgan
Engineer
Sean Healy
Engineer
Johnny Nader
Engineer
Marin Martinic
Engineer
Steve Henry
Engineer
Domingo Widen
Designer
Stephen O'Connor
Engineer

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Apps & APIs
November 10, 2021

Let your customers reach you on WhatsApp with our integration

Give your customers a convenient way to reach you on WhatsApp – a channel they already know and love. Your team can handle conversations from WhatsApp directly in your Inbox, with the same rules and processes that help them stay efficient in Intercom today.

Your customers can also seamlessly move conversations started in the Messenger to WhatsApp if it’s their preferred channel for replies. And with reporting, you can see how WhatsApp compares to your other channels to help you optimize your omnichannel support.

Check out the app store to learn more, or visit our help center.

Jess Bell
Engineer
Nuno Teixeira
Engineer
Ivan Bokii
Engineer
Alberto Egido Sanchez
Engineer
Daniel Nitu
Engineer
Sakir Temel
Engineer
Davy
Engineer
Tzofia Shiftan
Engineer
Natalia Alvarez
Designer
Tanner Elvidge
Product Manager

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bots
November 08, 2021

Introducing path building in Resolution Bot

You can now build paths in Answers in Resolution Bot to allow more complicated questions to be self-served, increasing your self-serve rate and customer satisfaction. With guided paths in Answers, your customers can answer more of their questions on their own, creating less friction with the automated support experience and freeing up teammate’s time to work on more complex problems.

Jamie Davies
Engineer
Maureen Keegan
Engineer
Matt Wildman
Engineer
Thomas Hourlier
Engineer
Hugo Ribeira
Engineer
Akash Bhalla
Engineer
Nadia Zhuk
Engineer
Fan Guo
Designer
Lena Leadbetter
Product Manager

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product tours
November 03, 2021

Increase the effectiveness of your Product Tours with the latest enhancements

Introducing our latest Product Tour enhancements that help you drive more engagement of your tours by giving you more flexibility over the user experience. New features include:

  • Allow users to snooze a tour so they can take it at a time that works best for them
  • Allow users to restart a tour from the beginning, so they can take the tour again
  • Customize the size and position of your pointer steps to ensure that the tour content is optimized for easy viewing
  • Match your tours to the look and feel of your app with customizable button text and colors

...plus more!

To learn more, check out this article.

Zoe Sinnott
Product Manager
Anna Parisi Ploumpi
Engineer
Conor Maguire
Engineer
Eshraq Ghanim
Engineer
Esther Olatunde
Engineer
Grzegorz SajnΓ³g
Engineer
Peter McKenna
Engineer
RΓ³nΓ‘n O'Neill
Engineer
Alex Potrivaev
Designer
Li-Mei Situ
Designer

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reporting
October 27, 2021

Optimize your support strategy with the Conversational Support Funnel report πŸ“Š

With the new Conversational Support Funnel report, you can see how proactive, self-serve, and human support are performing for your business so you can understand exactly where to invest your resources for maximum impact. With this new report, you can:

  • Gain an all up view of how the funnel is performing to quickly see which support methods are resolving the most queries and delivering the biggest return on investment.
  • Find out where you should invest your resources based on which parts of the funnel or specific channels are the highest performing.
  • See how your current performance compares to the past so you can spot whether key metrics are trending in the right direction or if a specific part of the funnel needs attention.

To learn more about this new report, visit our help center.

Colin Kennedy
Engineer
Katerina Maniataki
Designer
David Shuffelton
Engineer
Adam Byrne
Engineer
Matthew Murray
Engineer
Abhi Gangwar
Engineer
Guillaume Feliciano
Engineer
Sofhia Sivira
Engineer
Lily Beauvilliers
Engineer
Yasmine Sefouane
Product Manager
Rati Zvirawa
Product Manager

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