We know that the Inbox is critical to helping your team deliver an efficient yet exceptional support experience. With powerful new rules and features, you can better manage conversations at scale.
For details on availability for your plan, chat with us via the messenger.
Wanna see what else we’ve launched? Check out the roundup here.
By integrating powerful new conversation data across Intercom, you can create an end-to-end ticketing workflow to manage complex conversations more efficiently.
Ready to get started? Check out our guide on advanced workflows. For details on availability for your plan, please chat with us via the Messenger.
Wanna see what else we’ve launched? Check out the roundup here.
Today, we released 20+ new features across Messenger, Inbox, and Reporting. These updates finally give you the power and flexibility to scale best-in-class support to more customers—all while improving team efficiency.
📥 Go beyond the simple questions – tackle the complex ones with new ticketing workflows
Create a ticketing workflow to manage complex conversations more efficiently by automatically collecting from customers info like topic and urgency — or whatever else your team needs to prioritize an issue — and using that data to route the conversation to the right team.
Read more about our new ticketing workflows
✅ Automate 4X as many tasks as before with powerful new rules
With robust and flexible new rules, your team can do more with less effort. For example, you can reroute requests if a teammate hasn’t replied. Or, you can use a single rule to complete multiple tasks, like marking a conversation as priority, applying an SLA, all in one go.
Read about rules and other Inbox enhancements
💬 Respond in real-time – or on your own time with a more flexible messenger
You can now deliver great asynchronous support, too. Show clear reply times and a self-serve icon when you’re not available, use bots to collect details for follow-up and make it easy for customers to continue a single conversation with your team for as long as it takes to reach a resolution.
Read more about our new Messenger features
📊 Robust new reporting tools, designed with you in mind
Our redesigned reporting gives you the insights needed to provide best-in-class support. We’ve added reports to monitor team performance and efficiency, as well as 12 new industry-standard metrics, like reopened conversations and closed on first contact. Plus, you can subscribe to the Conversations and Responsiveness reports by email too.
Read more about our new Reporting features
To see these features in the product, check out this tour.
To learn how to efficiently scale your support with all of these new features, see our help article.
We’ve made the Messenger more flexible so you can reply to customers in real time or later, increasing team efficiency while improving the customer experience.
Automatically collect information upfront about customer issues such as topic or urgency to triage conversations. When the right team jumps in, they’ll have the context to deliver efficient support right from the start.
To learn more, take a tour. For details on availability for your plan, chat with us via the Messenger.
Wanna see what else we’ve launched? Check out the roundup here.
We’ve completely redesigned our reporting experience, making it easier to get the insights you need to provide best-in-class support.
To see how it works, take a tour of our new Reporting features. For details on availability for your plan, chat with us via the messenger.
Wanna see what else we’ve launched? Check out the roundup here.
Now you can add alt text to images in Articles, which allows screen readers to have more access to help content. This change will make your content WCAG compliant.
For more information, visit our help doc.
