You now have more control over when and where Office Hours and Reply Times are displayed in the Messenger.

In addition to your existing option - displaying general office hours to customers before a conversation is assigned and team-specific times once a conversation is assigned, you can also now:

• Only show office hour and reply times after a conversation has been assigned to a team
• Hide office hours and reply times entirely

These additional options give you greater flexibility to display the right expectations across teams and ensure accuracy when communicating with your customers in the Messenger.

We have also made it easier for you to configure your office hours and reply times. We consolidated the UI to make sure it is easy to understand.

This is now available on Web, iOS (v16.5.0) and Android (v15.6.0).

Our API has received a glow-up ✨ The AI Agent conversation metadata is now available over the API, meaning that you can report on the performance of your AI Agent on your external tools of choice.

What data is included?

• Source that triggered the AI Agent
• Last answer type (AI Answer or Custom Answer)
• Resolution state
• AI Agent conversation rating and remarks
• Content sources used in the conversation (title, type, URL, and language)

View more information on the Developer Hub changelog.

Make working across multiple channels in the Help Desk even easier by creating channel-specific views.

With the new channel filter, you can filter conversations and tickets by their initial channel or their current channel.

Create views for items that came in via the Messenger (Web, Android, or iOS), Email, Social Media, (Twitter, Facebook, Facebook Messenger, WhatsApp or Instagram), or Phone (Phone Switch, SMS, or Phone call)

You'll find the option to filter by current or initial channel when creating or editing a view.

To further reduce risk of teammates clicking malicious links from inbound messages, we’ve now expanded link tooltips and warnings to all channels (previously these applied to inbound email).

That means you’ll see tooltips for any links in Help Desk, with untrusted links highlighted in orange.

If you already set up trusted domains or changed link warning settings, these will now apply to all channels.

Teammates with permission to manage security settings can now add trusted domains for inbound emails. This allows teammates to open links from domains you trust without interruption, whilst still staying alert to potential malicious links.

To save you time - we automatically trust your trusted messenger domains, help center domains, link branding domain, and your verified email domains.

You can also now manage link warnings at a workspace level.

Introducing two new ways to improve your IVR Workflows on Intercom.

1. Call Overflow - You can now automatically route calls to a secondary team or configure one of our call deflection options (e.g. forward a call, send call to voicemail) directly on Workflows.
2. Call Rating - We've also introduced a call rating step you can add to your IVR Workflows to help you gather valuable team performance data and customer feedback.

We have introduced a new inactivity setting where you can send your users a customized follow-up message when they go inactive after chatting to our AI Chatbot, Fin.

This allows you to re-engage users or remind them that you’re on hand for support if anything else is needed.

This is available in the “Let Fin answer” block in Workflows, and complements the existing auto-close settings where you can configure how long Fin should wait before a customer is considered inactive and a conversation is closed.

The AI Chatbot inbox view has had a glow-up ✨

Now you can view your Fin chatbot conversations by resolution state – Resolved, Routed to team, and Abandoned.

This will make it easier for you to navigate and have greater visibility of your Fin chatbot conversations.

Following on from our new chart drill-in feature, we've now added the ability for users to export data from the drill-in table into a CSV file.

Advantages:

• Enhanced data analysis with spreadsheets: Get even deeper insights from your data by exporting to a CSV file.
• Streamline data extraction: Streamline the process of pulling your reporting data out of Intercom.

Tell us what you think & help us keep improving our reporting features – access the survey link directly within the feature.

Thanks,

Mark

We’ve enhanced the newly created Unresolved Questions report for Fin to provide you with greater visibility and control over the chatbot.

We’ve introduced a “Related Content“ tab that surfaces any content source that Fin used in unresolved conversations, allowing you to pin-point what existing content warrants improvements.

This means you can more easily identify which content is being used by Fin for specific questions, which will help you identify the improvements needed to fine-tune Fin to answer more efficiently and accurately next time the question is asked.