Built For You - New in Intercom

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

Apps & APIs
July 22, 2021

Sync company and account data between Intercom and Salesforce to improve efficiency, personalize campaigns, and more πŸš€

We recently made it easier to sync people attributes between Intercom and Salesforce and gave you even more control over your integration through mapping controls and usage limits.

With this update, you can sync company and account data between Intercom and Salesforce, ensuring both systems are always up to date and unlocking more ways to use your Salesforce data in Intercom πŸ™Œ

βœ… Gain better context and increase team efficiency

See account data and company-specific details from Salesforce within Intercom, giving you even more context during customer conversations and removing the need to manually switch tabs.

🎯 Improve your proactive support and customer engagement campaigns

Your Salesforce data is updated in real-time, meaning you can use those attributes in your existing campaigns and automations in Intercom - from targeting specific types of customers with Resolution Bot to segmenting users for an onboarding campaign in Series.

πŸ”„ Keep all your CRM data in sync

Sync attributes from Intercom to Salesforce or from Salesforce to Intercom to ensure all your customer data stays up to date.

If you're using the Salesforce app, you can configure your settings here. To learn more about the changes, visit our help center.

Brian McKiernan
Product Manager
Stephen O'Connor
Engineer
Alessandro Raffio
Engineer
Aidan Lynch
Engineer
Aaron Shortt
Engineer
Waheed El Miladi
Engineer
Rahul D'souza
Engineer
Johnny Nader
Engineer
Steve Henry
Engineer
Marin Martinic
Engineer
Sean Healy
Engineer
Davy Malone
Engineer
Eugenia Ortiz
Designer

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reporting
Outbound messaging
July 19, 2021

New customer engagement report: more flexible filtering, more data, and better exporting

We’ve made changes to our Customer Engagement report to bring more valuable insights to your organization. Updates include:

  • Filter by custom date ranges
  • See the performance of all your messages sent with Intercom - including chats & posts, email, banners, mobile carousels, push, product tours, and custom bots
  • A new CVS export format to provide you with even more data

To learn more, check out this article.

Chris Dalley
Product Manager
RuairΓ­ Kenny
Engineer
Lily Beauvilliers
Engineer
Robbie Deane
Engineer
Alex Potrivaev
Designer

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Outbound messaging
July 16, 2021

See what changes have been made to your Series with our new Series changelog

You can now see what changes have been made to a Series, including what was changed, when it was changed, and who changed it.

Within a Series, simply click β€œLast edited” or β€œChangelog” under β€œMore”, and the change history will display in the changelog panel.

Chris Dalley
Product Manager
Alex Potrivaev
Designer
Pranav Singh
Engineer

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reporting
July 14, 2021

Run more advanced conversation analysis: conversation data attributes now available in conversation data exports

You can now run even more advanced conversation analysis by including conversation data attributes in conversation data exports.

To include this data in your exports, visit the conversation export page, expand the conversation information, check/uncheck the conversation data attributes field, and export.

To learn more, check out this article.

David Cullinan
Product Manager
Steve Henry
Engineer

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bots
July 13, 2021

Improve Resolution Bot’s performance with a new report

Now you can see conversations where Resolution Bot couldn't give an answer when in looping mode. This additional data can help you improve the bot's performance by creating more answers or updating ones that are not resolving customer questions completely.

To learn more, visit our help center.

Ikhsan Assaat
Engineer
Alex Ford
Engineer
Suresh Subramaniam
Engineer
Laura Wilson
Engineer
Chatura Fernando
Designer
Martha Moniz
Engineer
Nick Smith
Product Manager

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inbox
June 29, 2021

Easily contact customers and external partners from your Inbox to resolve complex issues faster πŸ“€

Now you can start an outbound support conversation right from your Inbox. This lets you resolve complex issues more efficiently when you need additional input from customers or external partners.

You can also now use macros when starting new conversations. Visit our help center to learn more.

Apoorv Parijat
Engineer
Chris Bond
Engineer
Kath Smith
Engineer
Sam Murray
Engineer
Kelsey Mills
Engineer
Richard Livsey
Engineer
Murtaza Abidi
Designer
Jamie Hill
Product Manager

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