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Learn more about Intercom
Learn more about Intercom
Learn more about Intercom
You can now decide whether all visitors and users must go through triage before they can initiate a new conversation. This lets you collect helpful info for every conversation and route it to the right team or teammate.
For example, you can have users select between wanting to get in touch with support, sales, report a bug, or request a feature before they're able to compose and send their message. After their initial interaction with the Custom Bot, the message composer will re-appear. Here's how to enable this feature:
To learn more about triggering Custom Bots when visitors or users start a new conversation, check out this doc.
Now you can set display conditions for each app on your Messenger home screen for more granular targeting. For example, you could show specific apps based on:
You can let Answer Bot automatically resolve even more questions by having it reply to new conversations from your auto messages.
When creating an in-app message, set a follow-up, and then select “Let Answer Bot respond.”
You can now set goals for Product Tours to understand their performance. A goal can be any event or change to a user attribute, enabling you to know how many people took a desired action after receiving your tour.
You can set a time limit for goal attribution as well, so you'll only count a goal being reached if it happens within 1 day, 3 days, 7 days or 30. Setting a shorter time limit for simpler goals will help you know the actual impact of the tour.
For more information, check out our new doc on Goals for Product Tours.
Now you can add actions at any point in your Custom Bot paths. For example, you can assign a lead to sales during a bot interaction, enabling sales to act faster and connect with more leads while they’re on your website.
Previously it was only possible to add actions like sending an app, assigning a conversation, or tagging a lead at the end of a path. Now you can have Custom Bots take an action as soon as you want. Check it out:
Our new report lets you easily drill down into the content of your conversations and spot emerging trends. Using the conversation tags report, you can:
✅See all tags by volume across inbound and outbound conversations, over time
✅Know how often tags are applied, compared to total conversation volume
✅Analyze multiple tags together, or further filter conversations by a specific date, user tag, teammate and source
If you need custom insights, you can also export a CSV of your conversation tags data. To learn more about the new report, read our help article.
