Built For You - New in Intercom

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

inbox
bots
August 12, 2020

Efficiently scale your world-class support with new rules, views, duplicates flagging, and more

We know that the Inbox is critical to helping your team deliver an efficient yet exceptional support experience. With powerful new rules and features, you can better manage conversations at scale.

  • Automate 4x more manual tasks than before by triggering new rules for outbound messages, inactive teammates, after-hours questions, and more. Save even more time by completing multiple actions with a single rule.
  • Get real-time oversight on conversations that need your team’s attention without jumping through multiple inboxes. With views, you can create a flexible list of conversations based on any criteria, like reply times, SLAs, or types of issues.
  • Reduce inefficiencies by spotting duplicate conversations from the same customer. Task Bot now alerts you to a potential duplicate by posting an internal note in the conversation.
  • Ensure that a conversation never falls through the cracks with our improved assignment property for Teams. Conversations can be assigned to both a Teammate and Team, so you have context on where it originated. And, if you’re in Away Mode, a conversation is now returned automatically to the right team.

For details on availability for your plan, chat with us via the messenger.

Wanna see what else we’ve launched? Check out the roundup here.

Emily Quill
Product Manager
Agnes Stenlund
Designer
Patrick Andrews
Product Manager
Jack Ryan
Engineer
Josh Djuric
Designer
Coby Chapple
Designer
Chris Bond
Engineer
Gustavs Cirulis
Designer
Richard Livsey
Engineer
Davy
Engineer
João Amorim
Engineer
Pip Taylor
Engineer
Richard Washer
Engineer
Sava Vîrtosu
Engineer
Alissa Tyrangiel
Product Manager
Andy Walker
Engineer
Niall Kelly
Engineer

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inbox
bots
business messenger
reporting
August 12, 2020

Handle complex conversations more efficiently with new ticketing workflows

By integrating powerful new conversation data across Intercom, you can create an end-to-end ticketing workflow to manage complex conversations more efficiently.

  • Use bots to automatically collect upfront info from customers like topic and urgency — or whatever else your team needs to prioritize an issue — and route conversations to the right team based on that data.
  • Surface conversation data in the inbox so that your team has the context they need to provide personalized responses quickly, without asking customers for more details.
  • Edit data, add titles, and see unique IDs for conversations to make it easier to reference later on or share context when collaborating with others.
  • Leverage conversation data in views and rules to create powerful workflows that automatically identify, categorize, and triage issues that can’t be answered immediately.
  •  Drill down into your reports by conversation data to see how different types of issues impact your team and support operations.

Ready to get started? Check out our guide on advanced workflows. For details on availability for your plan, please chat with us via the Messenger.

Wanna see what else we’ve launched? Check out the roundup here.

Apoorv Parijat
Engineer
Kath Smith
Engineer
Richard Livsey
Engineer
Jack Ryan
Engineer
Sam Murray
Engineer
Pratik Bothra
Engineer
Paula Lopez-Pozuelo
Engineer
Jamie Davies
Engineer
Emily Quill
Product Manager
Patrick Andrews
Product Manager
Agnes Stenlund
Designer
Gustavs Cirulis
Designer
Coby Chapple
Designer
Chris Bond
Engineer
Josh Djuric
Designer

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inbox
business messenger
reporting
bots
August 12, 2020

It's our biggest support launch, ever—more power, more flexibility, more efficiency

Today, we released 20+ new features across Messenger, Inbox, and Reporting. These updates finally give you the power and flexibility to scale best-in-class support to more customers—all while improving team efficiency.

📥 Go beyond the simple questions – tackle the complex ones with new ticketing workflows

Create a ticketing workflow to manage complex conversations more efficiently by automatically collecting from customers info like topic and urgency — or whatever else your team needs to prioritize an issue — and using that data to route the conversation to the right team.

Read more about our new ticketing workflows

✅ Automate 4X as many tasks as before with powerful new rules

With robust and flexible new rules, your team can do more with less effort. For example, you can reroute requests if a teammate hasn’t replied. Or, you can use a single rule to complete multiple tasks, like marking a conversation as priority, applying an SLA, all in one go.

Read about rules and other Inbox enhancements

💬 Respond in real-time – or on your own time with a more flexible messenger

You can now deliver great asynchronous support, too. Show clear reply times and a self-serve icon when you’re not available, use bots to collect details for follow-up and make it easy for customers to continue a single conversation with your team for as long as it takes to reach a resolution.

Read more about our new Messenger features

📊 Robust new reporting tools, designed with you in mind

Our redesigned reporting gives you the insights needed to provide best-in-class support. We’ve added reports to monitor team performance and efficiency, as well as 12 new industry-standard metrics, like reopened conversations and closed on first contact. Plus, you can subscribe to the Conversations and Responsiveness reports by email too.

Read more about our new Reporting features

To see these features in the product, check out this tour.

To learn how to efficiently scale your support with all of these new features, see our help article.

Emily Quill
Product Manager
Agnes Stenlund
Designer
Patrick Andrews
Product Manager
Jack Ryan
Engineer
Niall Kelly
Engineer
Josh Djuric
Designer
Alissa Tyrangiel
Product Manager
Davy
Engineer
João Amorim
Engineer
Richard Washer
Engineer
Pip Taylor
Engineer
Sava Vîrtosu
Engineer
Tanner Elvidge
Product Manager
Coby Chapple
Designer
Natalia Alvarez
Designer
Chris Bond
Engineer
Nuno Teixeira
Engineer
Ivan Bokii
Engineer
Jess Bell
Engineer
Pericles Theodorou
Engineer
Andy Walker
Engineer
Gustavs Cirulis
Designer
Brian Byrne
Designer
Apoorv Parijat
Engineer
Kath Smith
Engineer
Richard Livsey
Engineer
Pratik Bothra
Engineer
Paula Lopez-Pozuelo
Engineer
Jamie Davies
Engineer
Sam Murray
Engineer
Lauren Ottinger
Product Manager
Fan Guo
Designer
Meredith Castile
Designer
YinYin Guo
Engineer
Maddie Revill
Engineer
Steven Klein
Engineer
Sebastián Duque
Engineer
Jahde Eve
Engineer
Eoin Hennessy
Engineer
Thomas Hourlier
Engineer
Rati Zvirawa
Product Manager
Andrey Sundiev
Designer
Rob Clancy
Engineer
Colin Kennedy
Engineer
Guillaume Feliciano
Engineer
Bart Lecki
Engineer
William Tabi
Engineer
Pierre Jestin
Engineer
Kostas Kolomeets
Engineer
Neil Peirce
Engineer
Adam Byrne
Engineer
Matt Donnelly
Engineer
Kesha Mykhailov
Engineer
Tatiana Sívó
Designer
Debby Shepard
Product Manager

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business messenger
August 12, 2020

Respond in real time or on your own time with a Messenger built for both live and asynchronous support 💬

We’ve made the Messenger more flexible so you can reply to customers in real time or later, increasing team efficiency while improving the customer experience.

  • Set better expectations with your customers about when they’ll receive a response from your team. Reply times and previous conversations are now displayed more prominently so customers know what to expect and can easily pick up where they left off.
  • Automatically collect information upfront about customer issues such as topic or urgency to triage conversations. When the right team jumps in, they’ll have the context to deliver efficient support right from the start.

  • Let your customers know where they’ll receive a follow up from your team, making it easy for them to continue a single conversation for as long as it takes to reach a resolution.

To learn more, take a tour. For details on availability for your plan, chat with us via the Messenger.

Wanna see what else we’ve launched? Check out the roundup here.

Lauren Ottinger
Product Manager
Fan Guo
Designer
Meredith Castile
Designer
YinYin Guo
Engineer
Maddie Revill
Engineer
Steven Klein
Engineer
Sebastián Duque
Engineer
Jahde Eve
Engineer
Eoin Hennessy
Engineer
Jamie Davies
Engineer
Thomas Hourlier
Engineer

Read More
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reporting
inbox
August 11, 2020

Optimize your team’s efficiency with new reports, support metrics, and more

We’ve completely redesigned our reporting experience, making it easier to get the insights you need to provide best-in-class support.

  • Keep track of your support trends with our improved Conversations report, which includes new metrics for open, reopened, and snoozed conversations.
  • Analyze how your team is handling and closing conversations with our new Effectiveness report. Plus, know how to make your support system more efficient by accessing new metrics like first contact resolution rate and average replies to close.
  • Use our new Team performance report to monitor your team and benchmark individual performance. Help your team grow by seeing metrics like first reply time by team, conversations assigned by teammate and team, and more.
  • Drill into your reports with new filters - including the new conversation data - so that you can understand what types of conversations are taking up your team’s time. 
  • Keep track of how your team’s doing and share your impact with others by downloading or subscribing to the Conversations and Responsiveness reports (beta). You can add other teammates to get a scheduled report, as well as customize the frequency, day, and time it’s sent.
  • And, you can find all of your relevant reports in one place with our updated reporting navigation. 

To see how it works, take a tour of our new Reporting features. For details on availability for your plan, chat with us via the messenger.

Wanna see what else we’ve launched? Check out the roundup here.

Jess Bell
Engineer
Nuno Teixeira
Engineer
Ivan Bokii
Engineer
Pericles Theodorou
Engineer
Natalia Alvarez
Designer
Tanner Elvidge
Product Manager
Andy Walker
Engineer
Guillaume Feliciano
Engineer
Neil Peirce
Engineer
Adam Byrne
Engineer
Kostas Kolomeets
Engineer
Andrey Sundiev
Designer
Kesha Mykhailov
Engineer
Tatiana Sívó
Designer
Gustavs Cirulis
Designer
Rati Zvirawa
Product Manager
Rob Clancy
Engineer
William Tabi
Engineer
Colin Kennedy
Engineer
Bart Lecki
Engineer
Pierre Jestin
Engineer
Mike Stewart
Engineer
Matt Donnelly
Engineer

Read More
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articles
July 30, 2020

Make your articles more accessible with alt text for images.

Now you can add alt text to images in Articles, which allows screen readers to have more access to help content. This change will make your content WCAG compliant.

For more information, visit our help doc.

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

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