What's new in Intercom

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February 21, 2020

It's now even easier to manage and create saved replies for faster, more consistent support

Saved replies are a powerful tool for shortening response times, all while keeping a support team's interactions consistent. But as your team and customer base grows, the number of saved replies can become unwieldy.

To help you empower your team to provide fast, consistent support, we’ve made it easier to manage, create and use saved replies.

  • Control who can create, edit or delete saved replies by giving specific teammates the "Manage workspace data and workload management" permission.
  • Streamline your workflow with a new settings page that lets you see, review and manage your entire library of saved replies.
  • Make it easy for your team to find the exact saved reply they need. Simply type #shortcut to see all saved replies that contain the keywords you typed.
  • Use one less click to preview the content of your saved reply. Simply hover over the title to verify it’s the right one to insert.

To learn more about saved replies, read this help article.

Agnes Stenlund
Designer
Emily Quill
Product Manager
Kath Smith
Engineer
Apoorv Parijat
Engineer

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