Built For You - New in Intercom

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

inbox
security & settings
October 08, 2021

Customize your Inbox notification sound to match your preferences πŸ””

Now you can change the notification sound you hear in the Inbox when there is new activity in a conversation for greater control over your Intercom experience.

To learn more, visit our help center.

Sam Murray
Engineer
Apoorv Parijat
Engineer
Kath Smith
Engineer
Kelsey Mills
Engineer
Prabu Weerasinghe
Engineer
Chris Bond
Engineer
Murtaza Abidi
Designer
Jamie Hill
Product Manager

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business messenger
articles
mobile
reporting
September 22, 2021

Search or browse Articles directly from the Messenger to drive better self-serve support

We have completely redesigned the Article Search App to be an integrated Help Center experience that helps drive better self-serve support by allowing your customers to search and browse your Articles directly from the Messenger.

1. Move the Article card to be more prominent at the top of your Messenger, helping your customers get answers faster

2. Require customers to search or browse for an answer before being presented with the option to chat with your team

3. View articles in an expanded window for easier reading while in the Messenger

4. Searching and browsing Articles is supported from SDK version 10.3.0 in iOS and 10.2.0 in Android

With the new Articles in Messenger, you can encourage your customers to help themselves first, leading to an up to 3X increase in Articles engagement.

To learn more, visit the Help Center.

Adam Hutchinson
Engineer
Emmanuel Ndukwe
Engineer
Maddie Revill
Engineer
Matt Donnelly
Engineer
Brian Boyle
Engineer
Henry Larkin
Engineer
Himanshi Goyal
Engineer
Katherine Brennan
Engineer
Liuting Du
Engineer
Mike McNamara
Engineer
Raj Selvaraj
Engineer
Guillaume Feliciano
Engineer
Thomas Hourlier
Engineer
Hugo Ribeira
Engineer
Sabrina Leandro
Engineer
Suresh Subramaniam
Engineer
Dale Cantwell
Engineer
Brian McDonnell
Engineer
Jamie Davies
Engineer
Paul Murphy
Designer
Davey Heuser
Designer
Angela Luk
Designer
Chatura Fernando
Designer
Nick Smith
Product Manager
Mathew Cropper
Product Manager
Sarah Varki
Product Manager

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product tours
September 20, 2021

Control who can import customer data in Intercom πŸ‘€

Our newest permission allows you to control which roles or individual teammates can import customer data from the Contacts List or via our Mailchimp or Mixpanel apps.

To manage these permissions, navigate to your workspace’s teammates or teams & roles settings and simply toggle which teammates or roles should, or shouldn't, be able to import customer data in Intercom.

To learn more, visit the Help Center.

Aidan Lynch
Engineer
Neil Peirce
Engineer
Murat Toygar
Engineer
Tatiana SΓ­vΓ³
Designer
David Cullinan
Product Manager

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Apps & APIs
September 08, 2021

Use Salesforce record types to create cases in Intercom πŸš€

We just updated our Salesforce App with several improvements to streamline team workflows, simplify configuration, and improve data accuracy.

Create and view Salesforce cases using your existing record types without leaving the Intercom Inbox πŸ“₯

Take advantage of pre-existing layouts, default values, and required fields to ensure the right data is available to work cases and use in your Salesforce workflows.

To use Salesforce case record types in Intercom, you need to enable access in your Salesforce app settings area. You can also first test the configuration using your Intercom test workspace and Salesforce sandbox. Additional information can be found in this help document.

Check the status of your Salesforce configuration βœ…

We added a status that indicates the last time your Salesforce Account, Lead, and Contact data successfully synched with Intercom. This will help you to more easily monitor and troubleshoot potential issues with your Intercom and Salesforce configuration. Check the status in your Salesforce app settings area.

Improve your configuration with recommended mapping fields πŸ”

When possible, we use recently updated Intercom and Salesforce records to recommend the optimal field to map your Accounts in Salesforce with Companies in Intercom, making your configuration more accurate and easier to set up.

You can review or update your mapping settings here.

Brian McKiernan
Product Manager
Stephen O'Connor
Engineer
Aidan Lynch
Engineer
Aaron Shortt
Engineer
Waheed El Miladi
Engineer
Rahul D'souza
Engineer
Johnny Nader
Engineer
Steve Henry
Engineer
Marin Martinic
Engineer
Sean Healy
Engineer
Davy Malone
Engineer
Eugenia Ortiz
Designer
Uddish Verma
Engineer

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bots
September 03, 2021

Customize Resolution Bot’s quick reply buttons and more for a better customer experience

Check out the latest updates to Resolution Bot!

  • With four options to choose from, you can now customize the text of the quick reply buttons in Resolution Bot to tailor the experience to your audience

  • During a conversation, if Resolution Bot is asked the same question multiple times, it will now acknowledge that it is showing the same answer, easing frustrations among your customers

To learn more, visit the Help Center.

Matt Wildman
Engineer
Nadia Zhuk
Engineer
Fan Guo
Designer
Lena Leadbetter
Product Manager

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Outbound messaging
August 31, 2021

Send transactional messages with Intercom

Need to send transactional messages to your customers? Intercom has you covered. With event- and schedule-based messaging, granular email subscription settings, and our new transactional email deliverability feature, you can ensure your customers always receive business-critical messages, including:

  • Account creation or verification
  • Shipping or delivery confirmations
  • Password resets
  • Event reminders
  • Credit card expiration reminders
  • And more!

Unlike other tools, you’re not limited to email. So whether it’s in your app, via pushβ€”whereverβ€”customers get the message right away.

To learn more, check out this article or this blog post.

Zoe Sinnott
Product Manager
SΓ­lvia Coimbra
Product Manager
Martin Pengelly-Phillips
Engineer
Alex Mooney
Engineer
Esther Olatunde
Engineer
Peter McKenna
Engineer
RΓ³nΓ‘n O'Neill
Engineer
Conor Maguire
Engineer
Li-Mei Situ
Designer
Paul Magrath
Engineer
Sanket Gawas
Engineer
Jelena Keravica
Engineer
Daniel Carter
Engineer
Eshraq Ghanim
Engineering Manager

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