Intercom Changelog & Release Notes | Product Updates

Chat to more of the types of leads you want by only displaying the Messenger to specific visitors based on page, behavior, location, Clearbit Reveal data, and more.
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For example, you might only want to allow leads from large companies or leads showing signs of purchase intent to chat with you.
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Set up Messenger Visibility in your messenger settings or find out more in our docs.

You can now automatically assign conversations to available team members on a rotating basis, making it easy to fairly share leads or support queries between your team.
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You can choose Round Robin Assignment:

• for any existing or new assignment rules
• as a follow-up action for Operator’s Lead Qualification skill
• when routing replies to Auto or Manual Messages

Read our docs to find out more.

The all-new Leads Report makes it easy to see the impact of live chat for your business.
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In this new report you can see:

• The number of leads captured over time
• Which of your Visitor Auto Messages generate the most leads
• Your average first response time
• How many qualified leads you’ve sent to Salesforce

Find it in your Respond Reports, or take a look at our docs for more information.

You can now ask visitors to enter their email address in response to a Visitor Auto Message and take follow-up actions when they do.

For example, you can target specific visitors on your website and ask for their email address in exchange for content such as a webinar or coupon.
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Once a visitor enters their email address, you can choose to automatically:

• Send a reply, such as a thank you, download link or a coupon code
• Tag the lead so they’re automatically added to your message campaigns in Intercom
• Assign the conversation to a team or teammate
• Create a lead in Salesforce

Try it out in your next Visitor Auto Message, or find out more in our docs.

Choose specific trigger times for your Auto Messages so they only send when your team is able to reply. For example, you might only want to proactively message leads on your website during your business hours.

You can choose to trigger each User or Visitor Auto Message based on your team’s Office Hours or for any custom time period. Read more about how it works in our docs.

We've made Visitor Auto Messages more powerful to help you capture even more leads from your website.

You can now:

• Choose how much attention you want your message to grab with new Post and Note styles
• A/B test different versions of your messages so you can determine what’s most effective
• Trigger messages to visitors coming from specific sites with Referral URL targeting

Try these options when setting up your next Visitor Auto Message, or check out our docs for more on setting up effective messages.

We’ve completely rebuilt Insights for Respond. An all-new Reports section makes it easy to track your individual teammates, teams, and organizational performance, so you can see what’s happening and where you can improve.

A few highlights:

• Insights into customer happiness, conversation volume, and responsiveness
• Performance drill-down by team and teammate
• Filter by selected date range

Explore all of the new Reports here. Visit our docs for more details.

Note: Respond Reports replaces Respond Insights.

We've built a brand new two-way integration that makes the combination of Intercom and Salesforce a whole lot more powerful.

• Create Salesforce leads in one click from the inbox or profiles - no more copy-pasting 😍
• Send conversations to Salesforce as tasks to keep track of customer interactions 🙌
• Use Salesforce data in Intercom to get context, auto assign conversations and trigger messages 💥

Set up takes just a couple of clicks from the integrations hub. Check out our docs for more details.

Note: This replaces our previous Salesforce integration. If you're using the old integration, it will continue to work but we recommend installing the new one as it lets you do much more.

When you snooze a conversation you now have the option to choose a specific day and time for the conversation to reopen. This can be really helpful when you need to follow up on a conversation on a specific date that isn't covered in our quick preset options.
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To learn more check out our docs.

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Now you can delete selected parts of a conversation from the inbox. It’s great for situations when you, or a customer, might accidentally share sensitive information during a chat.
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The option to delete parts of a conversation is available for apps in Dutch, English, French, German, German (Formal), Portuguese, Portuguese (Brazilian), Russian, and Spanish. More languages will be supported in about two weeks.

Note that this action deletes the message from the inbox and the Messenger, but won’t delete it from your customers’ email.

Check out our docs to learn more.