Built For You - New in Intercom

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

reporting
May 19, 2021

Visualize your custom reports in new ways with additional chart types 📈

Now there are new chart types in custom reports – stacked and multi-series line charts, tables, and grouped column charts – to help you better visualize and understand your data by comparing multiple attributes in a single view. We’ve also added more granular segmentation in charts for greater flexibility to report on team performance, and the ability to duplicate reports and charts.

To learn more, visit our help center.

Guillaume Feliciano
Engineer
Abhi Gangwar
Engineer
Matthew Murray
Engineer
Sofhia Sivira
Engineer
Jonathon Colman
Designer
Rati Zvirawa
Product Manager

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Outbound messaging
May 18, 2021

Send messages in Intercom based on real-time events

You can now trigger messages in real-time whenever your customers take an action in your product that you’re tracking as an event in Intercom.

With this feature, you can choose whether your message should be sent to users only once, or every time the event is triggered and they match the audience rules. What’s more, you can incorporate the metadata from the event into the message to give it a personal touch.

Use this to send relevant and timely recurring messages such as:

  • Account activity notifications like subscription renewals and password resets
  • Purchase confirmations and status updates
  • Inactivity reminders when you notice customers are slipping away
  • Greetings to viewers of your pricing page, no matter how many times they visit
  • ...and so much more

You can also choose to limit the resending frequency and the maximum number of times they can receive the message. By default, users will not be eligible to receive the same message more than once per hour.

To learn more, check out this article.

Zoe Sinnott
Product Manager
Alex Potrivaev
Designer
Peter McKenna
Engineer
Esther Olatunde
Engineer
Anna Parisi Ploumpi
Engineer
Conor Maguire
Engineer
Rónán O'Neill
Engineer
Paul Magrath
Engineer
Jamie Osler
Engineer
Martin Pengelly-Phillips
Engineering Manager

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Apps & APIs
inbox
May 18, 2021

Improving how Facebook and Twitter works with your existing Intercom support system

You can create a more consistent experience for customers– and your team–when providing support on Facebook and Twitter. Previously, the support workflows that you set up for messaging, didn’t work the same with our social integrations, or were missing. But, that changes today:

1️⃣Any replies to Facebook or Twitter conversations closed for 5+ days, will start a new conversation. This enables your Inbox rules, SLAs, and reporting to work correctly.

2️⃣Reply times will now trigger on Facebook and Twitter as well, so that you can automatically set the right support expectations, wherever your customers are.

3️⃣You can also automatically collect CSAT on Facebook and Twitter, which helps you understand and benchmark the quality of your support across channels.

Sharing reply times and CSAT, Facebook and Twitter will use the same Task Bot that you have enabled for the Messenger. To learn more about providing support on social, see our Facebook and Twitter help articles.

Tanner Elvidge
Product Manager
Nuno Teixeira
Engineer
Natalia Alvarez
Designer
Jamie Davies
Engineer

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Outbound messaging
May 10, 2021

Trigger actions in other systems with webhooks in Series

You can now create webhooks as actions in Series. Use webhooks to trigger actions or workflows in other apps, for example:

  • Keeping customer data up-to-date across your other systems
  • Sending users to your ad delivery system when they’ve reached a specific point in a Series
  • Passing data to advanced reporting/visualization tools for more in-depth analysis

To learn more, check out this article.

Lily Beauvilliers
Engineer

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inbox
May 06, 2021

Understand which macros are most helpful to your team with new usage data 📊

With new usage data, it’s easier for you to optimize and keep your macros organized. By seeing how many times a macro has been inserted over the last 30 days, you know which ones are ineffective and can be deleted from your library. Likewise, for heavily used macros, you can use that as a signal on which conversations can be better handled by your team, or even automated.

To see macros usage, visit your macros settings. If you need more info on how macros can improve your team’s efficiency, see our best practice guide.

Alissa Tyrangiel
Product Manager
Josh Djuric
Designer
Andy Walker
Engineer
Sava Vîrtosu
Engineer
Pip Taylor
Engineer
Davy
Engineer
João Amorim
Engineer
Paula Lopez-Pozuelo
Engineer
Mathias Dewert
Engineer

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security & settings
May 05, 2021

Control who can update inbox rules in Intercom

You can now manage which teammates and roles can access inbox rules, which control workflows like automatic assignment, tagging, and more. With these new permissions, you can restrict who can change the configuration of their workspace.

To manage these permissions, navigate to your workspaces teammates or teams & roles settings.

To learn more, check out this article.

David Cullinan
Product Manager
Murat Toygar
Engineer

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