What's new in Intercom

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

custom bots
August 21, 2019

Let Custom Bots automate more, faster, with mid-path actions

Now you can add actions at any point in your Custom Bot paths. For example, you can assign a lead to sales during a bot interaction, enabling sales to act faster and connect with more leads while they’re on your website.

Previously it was only possible to add actions like sending an app, assigning a conversation, or tagging a lead at the end of a path. Now you can have Custom Bots take an action as soon as you want. Check it out:

Laura Wilson
Engineer
Paula Lopez-Pozuelo
Engineer
Thomas Hourlier
Engineer
Yuriy Oparenko
Designer
Debby Shepard
Product Manager

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inbox
August 19, 2019

πŸ†•Get powerful insights with granular reporting for conversation tags πŸ’ͺπŸ“ˆ

Our new report lets you easily drill down into the content of your conversations and spot emerging trends. Using the conversation tags report, you can:

βœ…See all tags by volume across inbound and outbound conversations, over time

βœ…Know how often tags are applied, compared to total conversation volume

βœ…Analyze multiple tags together, or further filter conversations by a specific date, user tag, teammate and source

If you need custom insights, you can also export a CSV of your conversation tags data. To learn more about the new report, read our help article.

Adam Seckel
Engineer
Nuno Teixeira
Engineer
Natalia Alvarez
Designer
Ivan Bokii
Engineer
Danny Fallon
Engineer
Tanner Elvidge
Product Manager

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custom bots
August 07, 2019

See how people interact with your Custom Bots πŸ”ŽπŸ€–πŸ’¬

Now when you set a Custom Bot live, you can see how people are interacting with the bot and conversations the bot has started. Click on "Engaged" or "Completed" for any Custom Bot you have live to see this information.

Laura Wilson
Engineer
Paula Lopez-Pozuelo
Engineer
Jamie Davies
Engineer
Sabrina da Silva Leandro
Engineer

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custom bots
July 25, 2019

Reuse the same Custom Bot from a button across web pagesπŸ“πŸ€–

Now you can launch a Custom Bot from a button that appears across multiple website pages, such as a Contact Us button in your footer.

Jamie Davies
Engineer
Thomas Hourlier
Engineer
Yuriy Oparenko
Designer
Kelly O'Brien
Designer

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articles
July 19, 2019

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

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

βœ… 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

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

βœ… 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 πŸ“„

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.

We’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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