New at Intercom

Efficiently scale your world-class support with new rules, views, duplicates flagging, and more

Mary avatar
Shared by Mary • August 12, 2020

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.

  • Automate 4x more manual tasks than before by triggering new rules for outbound messages, inactive teammates, after-hours questions, and more. Save even more time by completing multiple actions with a single rule.
  • Get real-time oversight on conversations that need your team’s attention without jumping through multiple inboxes. With views, you can create a flexible list of conversations based on any criteria, like reply times, SLAs, or types of issues.
  • Reduce inefficiencies by spotting duplicate conversations from the same customer. Task Bot now alerts you to a potential duplicate by posting an internal note in the conversation.
  • Ensure that a conversation never falls through the cracks with our improved assignment property for Teams. Conversations can be assigned to both a Teammate and Team, so you have context on where it originated. And, if you’re in Away Mode, a conversation is now returned automatically to the right team.

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.