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Learn more about Intercom
Learn more about Intercom
Learn more about Intercom
Today we launched the new and improved Salesforce app for Intercom, making it easier for you to provide a consistent support experience while using Service Cloud with Intercom.
Help your team be more efficient by eliminating the need to go back and forth between multiple tools to create support cases.
Gain context by seeing and linking to cases in Service Cloud that are associated with a contact or an account directly from your inbox, making it easier to transition support cases between different team members.
Automatically post a note in your conversations to make transitioning between different team members simpler, or add a link back to Intercom at the bottom of the case description in Salesforce.
For more information, visit this article.
Now you can set even better response time expectations with your customers. If you have multiple teams working across different time zones, or your Support and Sales teams have different hours, you can set team-specific Office Hours.
If different teams have different expectations of first response time, you can also set team-specific Reply Times.
Learn more about Team Office Hours or Team Reply Times, available on our Inbox Premium plan.
We’ve made several improvements to our mobile messaging experience, making it easier to:
1. Customize when you send push messages with our new visual delivery scheduler. To schedule your push message, click “Custom times” and select your delivery windows.
2. Direct people to your app home without having to manually input your app’s URI. Under “On tap, this will open”, select “Your app” to direct users to your app home. To send people to a specific page within your app, select “A deep link in your app” and input the specific URI.
3. See how changes you’ve made to your push messages impacts performance over time. Use these new insights to make optimizations to further drive engagement. Just navigate to any live push message and click on the “Sent”, “Opened”, or “Goals” tabs.
4. Run detailed analyses with granular .csv exports that now include separate files for opens, receipts, and goals.
You can now archive irrelevant tags so that they can no longer be applied to new conversations or users. Archiving the tag does not delete the data – it simply hides it from your list of tags. This means you can still use the tag to filter any messages, conversations or users. You can also access any reporting for the archived tag.
To learn more about managing your tags, check out our help article.
You can now see how any changes you’ve made to your Custom Bots impacts performance. Just navigate to the Path Analysis tab within any live Custom Bot and select the version you want to view. From there, you can see how changes you’ve made have impacted engagement and completion at each step of the bot. To learn more, check out this article.
Note:
You can now read and download relevant conversations right from the conversation tags report with the new inbox report drill-down for conversation tags. Any filters you’ve added to your report will automatically be matched in these drill-downs.
For more information, visit this article.
