Intercom Changelog & Release Notes | Product Updates

SLA (service-level agreements) rules let you consistently provide specific types of customers with the support they expect. With SLA rules, you can seamlessly prioritize, reply to, and track the conversations that matter most to your business. Key benefits include:

• Manage internal or external SLAs: effortlessly monitor and report on different SLA targets for different customers, like first response time and next response time.
• Prevent SLA breaches: get a real-time view of what conversations need to be replied to and when — without leaving your Inbox.
• Adjusts to when you work: seamlessly integrates with your support team’s office hours, so you always know exactly when you need to reply.
• Optimize service delivery: see if performance goals are met and identify opportunities to improve workflows based on missed targets with SLA reports.

SLA rules are available now for Inbox Premium customers. To learn more about the feature, go here.

Now it's easier to see conversations that need a reply, by auto closing conversations started by Custom Bots where the customer didn't interact. This cleans up your inbox, allowing your team to work faster and focus on valuable conversations only.

By default this setting will be turned on, but you can turn it off in Operator Settings.

We've redesigned the Task Bots menu to make it easier to understand and manage the bots you set up for leads, users and teammates. You can also view a dynamic preview of each bot in the Messenger. Check it out.

Now you can prioritize inbound conversations even faster. Priority rules let you automatically mark conversations as important, making it easier for teammates to instantly see which ones need their attention first. When creating a priority rule, you can use any details about a lead, user or company that’s tracked in Intercom, along with info about the message.

Priority rules are available now for Inbox Pro customers. To learn more about the feature, go here.

When you select "Owner" in the "From" and "Replies assigned to" fields, you will also select a fallback teammate in case a recipient does not have an account owner. To learn more, check out this doc. This feature is only available on our Messages Premium plan.

You can now add video clips with captions to your visitor and user auto messages. Video clips will embed full-width in messages and autoplay muted when delivered to recipients. Video clips are great for increasing engagement and adding a personal touch to your messages.

To get started, head to your messages list and edit or create a new message and insert a video clip. Videos must be 40mb or less. To learn more about composing messages and using video clips, check out this doc.

Having your sales data across multiple tools means time wasted switching tabs or copying and pasting data. Now, you can seamlessly sync deals, leads and conversations between Intercom and Pipedrive, so you have the context you need to capture and convert more leads.

With the Pipedrive app, you can:

• Keep your CRM up to date by creating deals in Pipedrive with one click as you capture and qualify leads in Intercom
• Easily access the context you need for your conversations by viewing details about a lead's Pipedrive deal, stage and status without leaving your Intercom inbox
• Get a complete picture of all communications with your leads by automatically sending conversations in Intercom to leads' profiles in Pipedrive

Install the app from the Intercom App Store, or see our docs to learn more.

With apps, you and your customers can seamlessly take action right in your conversation, like scheduling a meeting or starting a video call. Now, your team's most commonly used apps will automatically appear in the bottom of your composer, so you can insert them with just one click. Plus, you can now send apps in any conversation – whether the conversation is in the Messenger or over email.

We've also made it easier to get the most out of your apps right from the beginning. When you install an app, check out the "Getting Started" tab to learn where in Intercom you can use the app and how it works.

See our docs to learn more.

You can now choose to remove the two minute delay for Task Bots during office hours, allowing them to respond immediately, regardless of your typical response time.

This means Task Bots will trigger as soon as someone writes in via the Messenger. If you have lead qualification enabled, Task Bots will qualify leads immediately, so your team can prioritize responding to the highest value ones first 🤖⚡️

Intercom's web Messenger is now accessible and compliant with the Web Content Accessibility Guidelines (WCAG) 2.0 Level AA, because business messaging should reach everyone, regardless of how they interact with the web.

To learn how to make your Messenger accessible, click here.