Intercom Changelog & Release Notes | Product Updates

The latest version of our API is now available.

We've added:

• Team priority levels to the Admin model.
• Admin priority levels to the Team model.
• Webhook topics that fire when an open conversation is assigned.

Learn more about the API updates here.

👉 Get started using API v2.8.

Effortlessly onboard new users to your product and help them discover value as quickly as possible with personalized, in-context Checklists.

• Drive action: Automatically guide users to take key actions and hit activation milestones to deliver greater customer adoption, retention and satisfaction for your product.
• Delivered in-context: Make it easy for users to discover and complete the actions they need to take with Checklists delivered directly in your product through the Messenger
• No-code setup: Design and build delightful Checklists in minutes with our codeless builder

Plus integrate your existing help content, optimize with A/B testing, and mazimize completion rates with smart automation. Find out more here.

We've made improvements to Workload Management to give support teams greater control over how you assign conversations.

Teammate configurations

You'll see a new "Teammates" tab in Workload Management settings to customize workload per teammate. You can:

• Quickly audit and change teammates membership in team inboxes from one central page.
• Set different assignment limits for individual teammates that fits with their experience and expertise.
• Prioritize inboxes by defining primary and secondary team inboxes for every teammate. Teammates will receive conversations from their secondary inboxes once their primary inbox is empty.

Pull a conversation into the inbox

You can also control whether teammates can self-assign conversations when they've cleared their inboxes.

When enabled, teammates can click the “Pull conversation” button in the inbox to assign a new conversation to themselves.

Read more about workload management here.

Are teammates forgetting to change their status to away by the end of their shift? No problem! Turn on Automatic Away Mode to ensure teammates' status changes to away or away & reassign after a defined duration of inactivity.

In addition, to better match with their shift schedule, teammates who belong to multiple workspaces can now configure their away status, conversation reassignment and away status reasons independently per-workspace.

Learn more here.

Create and select customized templates with ease with our latest email template updates. 🎉

You'll be able to:

• Preview templates to select the right one when creating emails.
• Duplicate custom templates to save time when creating templates.
• Add more customizations to your emails with the ability to change layout background color, padding, and corner radius.

Learn more in this help article.

You can now create more professional looking emails with customisable signatures ✉️ 🎉. They are applied to all support emails sent from the Inbox and can be customised in the following ways:

• Add a logo
• Adjust the height and width of the logo
• Reposition the logo
• Add attributes and free text
• You can also add HTML blocks for ultimate flexibility

[UPDATE] On July 31st - new attributes like job title, phone number, email ID and department have recently been added to improve customisability.
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Learn more in this help article.

Have you got something that’s important for your customers to see? Like your company’s social media pages, blog, or community forums?

You can now add links from your Messenger Home space. Simple. Effective!

Configure your links in the Home section of your Messenger Settings here.

It may be mini, but the new Compact Messenger is certainly mighty!

You now have more choice when it comes to how the Messenger shows up on your website. Compact is your simple, refined Messenger with all of the support-focused power of Intercom behind it 💪

If you're a customer looking to get started, make sure you’re using the latest version of the Messenger and learn more about setting up Compact.

Not a customer yet? Get your demo here 😄

With smart links you can now seamlessly launch Product Tours, Articles, News items, and Surveys from your Posts, Chats, and Banners. Smart links trigger content without end users being taken to another page or forcing a page refresh in order to load, meaning a better end user experience 🙌

Smart links can be inserted from:

• The content inserter in Posts and Chats
• The link inserter by highlighting the text in Posts, Chats, and Banners

We've added a number of new formatting capabilities to our email product 📧 You can now:

• Add a spacer block
• Create custom button styles (outline style, corner radius and custom padding)
• Resize images
• Add social icons and links