What's new in Intercom

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

custom bots
September 18, 2019

Ensure every new conversation is triaged first with inbound Custom Bots ⏩🤖

You can now decide whether all visitors and users must go through triage before they can initiate a new conversation. This lets you collect helpful info for every conversation and route it to the right team or teammate.

For example, you can have users select between wanting to get in touch with support, sales, report a bug, or request a feature before they're able to compose and send their message. After their initial interaction with the Custom Bot, the message composer will re-appear. Here's how to enable this feature:

To learn more about triggering Custom Bots when visitors or users start a new conversation, check out this doc.

Yuriy Oparenko
Designer
Jamie Davies
Engineer

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all products
September 13, 2019

Tailor your home screen to specific users with app targeting 🎯

Now you can set display conditions for each app on your Messenger home screen for more granular targeting. For example, you could show specific apps based on:

  • Page URL to highlight relevant apps in context.
  • Locale or browser language so customers only see apps in their language.
  • Attributes such as company size.

Richard Chu
Engineer
Eric Dorf
Product Manager
Lauren Ottinger
Product Manager

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answer bot
September 12, 2019

Increase Answer Bot coverage by using it with your auto messages

You can let Answer Bot automatically resolve even more questions by having it reply to new conversations from your auto messages.

When creating an in-app message, set a follow-up, and then select “Let Answer Bot respond.”

Fergal Reid
Product Manager
Mario Kostelac
Engineer
Kelly O'Brien
Designer
Laura Wilson
Engineer

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product tours
August 27, 2019

Measure the impact of Product Tours with Goals 📏🎯

You can now set goals for Product Tours to understand their performance. A goal can be any event or change to a user attribute, enabling you to know how many people took a desired action after receiving your tour.

You can set a time limit for goal attribution as well, so you'll only count a goal being reached if it happens within 1 day, 3 days, 7 days or 30. Setting a shorter time limit for simpler goals will help you know the actual impact of the tour.

For more information, check out our new doc on Goals for Product Tours.

Paul Magrath
Engineer
Julien Zmiro
Designer
Arindam Barman
Engineer
Peter McKenna
Engineer
Prateek Ojha
Engineer
Conor Maguire
Engineer
Martin Pengelly-Phillips
Engineer
Patrick Andrews
Product Manager
Shwaytaj Raste
Product Manager

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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

🆕Get powerful insights with granular reporting for conversation tags 💪📈

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:

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

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

✅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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