What's new in Intercom

Discover and learn about the latest Intercom features, improvements and more.

messages
March 23, 2020

Updates to Outbound messaging: new editor, names, and insights! 📊

To make Intercom more intuitive and easy to use, we’ve made several changes to Outbound messaging:

1. Outbound in-app messages have been broken down and replaced with Chats and Posts:

  • Chats now have their own section under Outbound home
  • Posts now have their own section under Outbound home. Here you can create and manage large and small posts (previously known as Notes)

2. We’ve also made changes to our Outbound message editor to make creating outbound messages more intuitive:

  • Clearer follow-up actions: available follow-up actions now only include “Send auto reply”, “Trigger Operator’s qualification task bot”, and “Let Resolution Bot respond”
  • Easily select Chats and Posts from the channel selector when creating a new outbound message
  • Set more granular and time-bound goals to track message success in a more powerful way
  • See how your outbound messages perform over time. Use these new insights to make optimizations to further drive engagement. Just navigate to any live message and click on the “Sent”, “Opened”, or “Goals” tabs

Please note that we're slowly rolling this out to our customers over the next month. If you don't see these changes now, you will soon 🙂

Anna Parisi Ploumpi
Engineer
Arindam Barman
Engineer
Conor Maguire
Engineer
Eoin Nolan
Engineer
Julien Zmiro
Designer
Ketan Bhatt
Engineer
Lily Beauvilliers
Engineer
Lorcan Coyle
Engineer
Martin Pengelly-Phillips
Engineering Manager
Rati Zvirawa
Product Manager
Seán Smithers
Engineer
Shannen Jalal
QA
Paul Magrath
Engineer
Peter McKenna
Engineer
Prateek Ojha
Engineer

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