Intercom Changelog & Release Notes | Product Updates

Instantly resolve 29% of your customers’ most common questions. Answer Bot automates answers to your frequently asked questions for more efficient support and sales teams and more satisfied customers. See what Answer Bot will do for you:

Instant resolutions, 24/7Give your customers precise answers even when your team is busy or offline.On-brand automationStay in control with intelligent automation that ensures your answers are always on brand.

Immediate efficiency gainsImprove your customer response time by 44% while freeing up your team for more valuable work.

Get started with Answer Bot here, or learn more here.

You can now track any action visitors take on your website - things like clicking specific CTAs, visiting certain pages, downloading content and more. This can give you better context when a visitor starts a chat with you, allowing you to see what actions they've taken on your site, and also allows you to send more targeted messages based on those actions. Learn more about tracking visitor attributes and events here.

Now you can customize what info you see about the leads and users you chat with in the Inbox, including the order it appears in. This lets you view information that matters most to you, first, so you can send personal replies even faster. With this update you can:

• Set what attributes you see alongside every conversation, or hide anything that clutters your view
• Reorder the sections of the conversation profile – the right hand column of Inbox – to match your workflow

Any changes that you make will be only visible to you. To customize your view now, go here.

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Collect and store lead qualification data while simultaneously branching (or routing) leads down the best path for their needs. Saving responses from these Custom Bot flows, such as vertical or target market, equips your sales and marketing teams with valuable context to improve future conversations or nurture programs.

🎨🤖Now you can customize Operator’s bot identity to reflect your company’s unique brand, providing a consistent brand experience for your customers. Simply enter a name and a picture or fresh color scheme to make it feel like part of your company!

For more information, read this article.

You can now customize the messenger and email to further match your brand and increase security for your team:

• Match the brand of your business by removing the ability for visitors and customers to view, search, and add gifs in the Messenger
• Prevent your team from receiving potentially malicious content and sensitive data by blocking attachments in the Messenger and in emails

These additional customization and security options are available on our new Premium plans. You can compare all plans on our pricing page here.

Now you can easily see performance of different sales teams and teammates. See opportunities, pipeline and revenue generated. See how many meetings teams have booked, their response times and a leaderboard for largest deals closed.

Sales Team Performance Reports are powered by our Salesforce app and available on our new Inbox Premium plan. To learn more, check out this doc.

Control group testing withholds your message from half the audience, so you can measure the difference in behavior between the control group and those who receive the message. It’s a powerful, data-driven way to validate message performance, set benchmarks, and eliminate low-impact messages. Control groups are available on our Messages Premium plan.

Learn more about using control groups in our help docs.

Now you can instantly see how Intercom is impacting your funnel. With Revenue Reports, you'll know:

• How many opportunities and how much pipeline and revenue Intercom has influenced
• How many leads and emails Intercom has captured
• Which landing pages and messages generate the most opportunities, pipeline, and revenue, as well as conversations started and your average response time
• How many leads Operator has qualified, disqualified, routed to support, booked meetings with and created in Salesforce

Revenue Reports are powered by our Salesforce app and available on our new Inbox Premium plan. To learn more about Revenue Reports, check out this doc.

💡Make sure that the time and money you spend driving visitors to your website pay off. Know who your visitors are as soon as they land on your website and send them personalized messages using Clearbit data.

We’ve updated our Clearbit Reveal app so that you can use Clearbit data in more places. In addition to sending highly targeted auto messages and customizing which visitors can see your Messenger, you can now:

• Engage visitors with personalized auto messages by inserting Clearbit data – like industry, company location, or even tech stack – into your messages
• Get leads to the right reps faster by routing conversations based on Clearbit data, like company size
• Have all the information you need at your fingertips by viewing Clearbit data in your Intercom Inbox or using the data to segment leads in your Intercom Platform

Install the app from the Intercom App Store (Premium plan required), or see our docs to learn more.