Built For You - New in Intercom

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

Apps & APIs
September 08, 2021

Use Salesforce record types to create cases in Intercom 🚀

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 📥

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 ✅

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 🔁

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 push—wherever—customers get the message right away.

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

Zoe Sinnott
Product Manager
Sílvia Coimbra
Product Manager
Martin Pengelly-Phillips
Engineer
Alex Mooney
Engineer
Esther Olatunde
Engineer
Peter McKenna
Engineer
Rónán 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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inbox
August 19, 2021

Improvements to outbound conversations from the Inbox 📤

Now starting outbound conversations from the Inbox–which lets you resolve complex issues faster–has even more functionality. Now you can:

  • Set whether a macro should be available when your team composes replies, new conversations, or notes to ensure they only see macros that are relevant.
  • Apply tags via a macro when starting conversations.
  • Choose whether or not CSAT surveys should be sent at the end of outbound conversations.
  • Enable inline attachments for files uploaded in outbound conversations.
  • Move to the Inbox when sending a message from Contacts so you can use the more advanced composer.
  • Send outbound conversations via an API and choose whether new conversations should appear in the Inbox (coming soon).

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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bots
August 17, 2021

Use Resolution Bot to automatically resolve customer questions in 25 additional languages

Now you can create Resolution Bot answers with 25 additional languages to choose from. Resolution Bot is now available in: Arabic, Bosnian, Brazilian Portuguese, Bulgarian, Catalan, Croatian, Czech, Danish, Dutch, English, Estonian, Finnish, French, German, Greek, Hebrew, Hungarian, Indonesian, Italian, Latviski, Lithuanian, Norwegian, Polish, Portuguese, Romanian, Russian, Serbian, Slovenian, Spanish, Swedish, Turkish, Англи хэл (Mongolian)

To learn more, visit the Help Center.

Cathal Horan
Engineer
Mario Kostelac
Engineer
Fergal Reid
Product Manager
Lena Leadbetter
Product Manager

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Outbound messaging
reporting
August 11, 2021

Learn more about your email deliverability with our new email deliverability report

With our new email deliverability report, you can now easily track your aggregate email deliverability rates over time. You can find this new report in the Customer Engagement reports section of Intercom.

Chris Dalley
Product Manager
Alex Potrivaev
Designer
Lily Beauvilliers
Engineer
Pranav Singh
Engineer
Ruairí Kenny
Engineer

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