Intercom Changelog & Release Notes | Product Updates

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We’ve made it possible to edit the name of leads you have conversations with on your website. Now future conversations and messages can be more personal by addressing a lead by their real name.

Once a lead becomes a user this field is no longer editable.

We released conversation ratings – a more effective way to survey, measure, and act on customer satisfaction. Check out this quick video to see how it works.
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With conversation ratings you get more out of measuring customer satisfaction with:

• Surveys sent through the Intercom Messenger and email
• Emoji ratings that get more responses and better capture the customer’s experience
• Positive feedback delivered straight to the team inbox
• Conversation ratings recorded as a user data attribute to segment and target messages

Enable conversation ratings in your app settings and learn more about how they work in our docs.

We’ve made it easier for you and your team to prioritize conversations in both our web and mobile apps by adding indicators that tell you when a conversation is new or unread.

We’ve added a new feature to the team inbox called snooze. It’s great for situations when a conversation isn’t ready to be closed. For example:

• You are waiting on a lead to reply, but want to set a reminder to follow up if you haven’t heard from them
• You’re having conversation with a customer, but their question requires more investigation and you want to follow up when you have an answer

Check out this quick video to see how it works:

Learn more about how snooze works in our docs.

In the team inbox and in our mobile apps you can now add and remove people to a conversation and communicate with them as a group via email, and the messenger.

We hope these improvements will make conversations involving you and multiple stakeholders easier to manage and quicker to resolve. Check out our docs to learn more.

You can now filter your users and leads to target people based on if and when they last opened an email from you or clicked on a link inside an email you sent them.

These filters give you a new way to identify your users and leads who are engaged and those who aren’t. This lets you prevent messages from being sent to inactive or disengaged people, which will improve your email deliverability rate.

Customers will now see a link to your Help Center when it's outside your office hours.

If you have your Educate Help Center live and it's outside of your office hours, a link to your Help Center will automatically appear. This lets customers help themselves while you're away so you can come back to a more manageable inbox. Set your office hours here.

You can now let your customers know when you’re open and working when they contact you via the Intercom Messenger.
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When it’s outside of your office hours, your customers can still contact you, but a small banner in the messenger helps to set their expectations by telling them when you’ll be back and ready to respond. Learn more about setting office hours here.

You can now set yourself as away, and if you use Respond, automatically reassign your conversations so customers won’t be left waiting for you to reply.
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Away mode can be turned on via your profile menu in the Intercom web app and from the Intercom Conversations mobile app. Check out our docs for more info on how it works.

We've added a quick link in the header of your Help Center that lets your customers navigate quickly to your website.
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Go ahead and add a link to your site in Help Center settings.