Built For You - New in Intercom

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

product tours
January 14, 2021

Link directly to headings within help articles!

With anchor links, you can now add links to multiple sections of articles in your Help Center, making it easier to direct customers to specific information.

Simply copy the anchor link while youโ€™re in the editor and paste it wherever youโ€™d like - they can be used in-product, on your website, or even in other articles.

You can even use the article inserter to send customers to specific article sections in conversations.

Visit our help center to learn how to get started.

Chatura Fernando
Designer
Suresh Subramaniam
Engineer
Ikhsan Assaat
Engineer
Hugo Ribeira
Engineer
Laura Wilson
Engineer
Martha Moniz
Engineer
Nick Smith
Product Manager

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Outbound messaging
January 12, 2021

Prevent your audience from responding with new no-reply Post messages

Introducing no-reply post messages! You can now set whether your Posts can be responded to with text or emoji reactions, or prevent replies altogether.

Setting your reply type to None will result in small or large Post messages messages that do not give your audience an option to respond. Use this format for product announcements, proactive support messages, and more, when a response isnโ€™t needed.

To use this feature in your mobile app, you must have the latest version of our mobile SDKs.

To learn more about this feature, check out this article.

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Outbound messaging
December 17, 2020

Split test your way to the most optimal Series ๐Ÿ“ˆ

You can now test up to five different message types, message content, CTAs, timing, and more in Series. Simply add a split test block in a Series to get started.

From there, add a goal (this can be different from the broader Series or message goals) and choose how many people should go to each test.

Create the varying messages, and set your Series live โœ…

When you accrue enough data to determine the most effective path, select the winner, and any new users that enter the Series will only flow through that winning path.

Get started with Series here or learn more about split testing in this article.

Shwaytaj Raste
Product Manager
Alex Potrivaev
Designer
Ruairรญ Kenny
Engineer
Robbie Deane
Engineer
Pranav Singh
Engineer

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mobile
Outbound messaging
December 11, 2020

Now supporting .p8 certificates for iOS push ๐Ÿ“ฑ

Remembering to update your iOS push certificates each year can be tricky. You can now switch to using a .p8 certificate instead, which doesnโ€™t expire every 12 months. Once you make the switch, thereโ€™s no need to worry about upgrading again.

To learn more, check out this developer doc.

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security & settings
inbox
December 10, 2020

๐Ÿ”’ Control access to conversations by teams or roles with our new inbox permission

Starting today, you can keep sensitive information secure by limiting which conversations a teammate can access in the inbox.

You can set conversation access in two ways. First, at the teammate level by manually restricting conversations to a subset of teams or teammates. Or you can set this permission in bulk using Custom roles.

To learn more about customizing your permissions, see our help doc.

Apoorv Parijat
Engineer
Chris Bond
Engineer
Jack Ryan
Engineer
Kath Smith
Engineer
Sam Murray
Engineer
Richard Livsey
Engineer
Patrick Andrews
Product Manager
Jamie Hill
Product Manager

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bots
December 09, 2020

Introducing new features in Resolution Bot (Beta)

Weโ€™re rolling out new features that will give you more coverage from Resolution Bot. All of our Resolution Bot customers will automatically have access to the following features as part of an open beta:

1. Resolve more conversations with Looping mode - Resolution Bot will now attempt to answer multiple questions within the same conversation as the default setting for new customers. End users will still be able to connect with a teammate by clicking the โ€œTalk to a personโ€ quick-reply button. Looping can be turned off in Operator settings.

2. Surface articles where answers donโ€™t exist - The Articles Suggestions task bot (existing feature) will now be able to respond to customer questions if an answer hasnโ€™t already been created. Article suggestions task bot and Looping must be turned on for this feature to work.

3. Auto-close option (Looping only)- If a conversation has been inactive for 3 minutes or more, customers can choose to either automatically close a conversation or route it to a team member. The default setting will be to route to a team member, but you can update this in Operator settings.

4. Better understand your Resolution Bot performance with The Resolution Bot report -We've added new reporting filters, so you will now be able to see metrics for just Looping, One-Time, or both.

5. Updated reporting calculations for :

- Sent: # of conversation where the answer has been served by the Resolution Bot.

- Resolved: Among "Sent", # of conversation that ended up with a "That helped" reply or soft resolution.

- Routed to team: Among "Sent", # of conversation that ended up being routed to the team.

6. Let Resolution Bot take control when your team isnโ€™t available with Bot Only mode- this will allow teammates to put customers into a self-serve support only mode if they choose to.

These features are expected to officially launch in the first half of next year.

For more information, visit our help center.

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