What's new in Intercom

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

articles
July 19, 2019

Better discoverability for your articles with SEO and URL improvements ๐Ÿ”—๐Ÿ‘€

To help customers easily find your help content organically, we've made three updates to Articles:

โœ… Ensured that your new URLs keep their previous ranking signals for search engines by moving from a temporary 302 redirect to a permanent 301 redirect

โœ… Adjusted redirects to include support for URL parameters, so that you can continue to track user behavior on your help content

โœ… Added support for non-ASCII characters in article URLs to make links more readable for your different customers

To learn more about Articles, see our FAQ.

Josh Djuric
Designer
Naomi Morton
Product Manager
Andy Walker
Engineer
Pip Taylor
Engineer
Danny Fallon
Engineer

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articles
July 18, 2019

Provide even faster real-time support by inserting articles into saved replies ๐Ÿ“„

You can now insert articles into saved replies so you can give comprehensive answers, faster. To add an article to a new or existing saved reply, click on the Article Inserter icon at the bottom of the editor.

Weโ€™ve also resolved an issue which prevented embedded articles from fully displaying in email. Now when you send an article in email, your customers can see the full article card before clicking.

To learn how articles can be shared with your visitors or users, go here.

Josh Djuric
Designer
Naomi Morton
Product Manager
Andy Walker
Engineer
Pip Taylor
Engineer

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custom bots
July 17, 2019

Triage more effectively by targeting inbound Custom Bots by URL ๐ŸŽฏ

With our new URL targeting, you can surface different inbound Custom Bots on different pages, making it even easier for your team to provide a relevant support experience at scale. For example, you could build a specific Custom Bot that customers would only see on the billing page.

Learn more about triaging with Custom Bots in our help center.

Jamie Davies
Engineer

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inbox
July 16, 2019

Deliver the fast replies customers expect with more granular SLA targets for Inbox โฑ๐ŸŽฏ

Itโ€™s now even easier to ensure your customers get the precise, fast responses they expect. With our latest update for SLA rules, you can set your support time targets as low as 30 seconds. To help you hit your targets, weโ€™ve also added a timer that updates every 10 seconds for upcoming SLA breaches.

Learn more about SLA rules here.

Agnes Stenlund
Designer
Aidan Lynch
Engineer

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inbox
July 12, 2019

Find the exact conversations you’re looking for with flexible search and filters for Inbox ๐Ÿ”Ž๐ŸŽฏ

Weโ€™ve updated the search function in Inbox so that you can find relevant conversations easily and efficiently. You can now search your Inbox by keywords, tags, users, assignee and date range. Need something to drill down even more? You can also combine multiple tags and user filters.

Once your results appear, you can also sort conversations by newest, oldest or relevancy. This makes it even easier for you to spot trends and get context on an issue or customer youโ€™re chatting with.

To learn more about Inbox search, go here.

Agnes Stenlund
Designer
Eoin Houlihan
Engineer
Jack Beegan
Engineer
Mario Kostelac
Engineer
Kevin
Engineer

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articles
July 10, 2019

Increase self-service for global customers with multilingual articles ๐Ÿ‡ช๐Ÿ‡ธ๐Ÿ‡ซ๐Ÿ‡ท๐Ÿ‡ง๐Ÿ‡ท๐ŸŒ

As your business expands into new markets, youโ€™ll need to support customers across different languages and timezones. Using Articles Pro, you can provide support to customers 24/7 in 38 different languages โ€“ all without increasing your headcount.

In a few clicks, you can create and serve articles to customers in their native language, exactly where itโ€™s needed, like your Messenger, messages, help center, Answer Bot and more.

And, because Articles is integrated with Inbox, teammates can insert multilingual articles in conversations too, making it easier to provide fast, consistent replies to any customers.

To learn more about multilingual articles, go here.

Naomi Morton
Product Manager
Danny Fallon
Engineer
Davy Kavanagh
Engineer
Andy Walker
Engineer
Laura Wilson
Engineer
Chuka Ebi
Engineer
Pip Taylor
Engineer
Richard Washer
Engineer
Sava Vรฎrtosu
Engineer
Joรฃo Amorim
Engineer
Jack Ryan
Engineer
Josh Djuric
Designer

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