New at Intercom
New feature

Gain deeper insights into your data with our new chart visualization options in Custom Reports 📊

Mark avatar
Shared by Mark • May 21, 2024

This latest update is all about enhancing how you visualize and interpret your data.

  • Heatmaps: Easily identify patterns and anomalies, and spot trends quickly with our color-coded heatmaps.
  • Bar Charts: Quickly compare data points and visualize trends with our clear, easy-to-read bar charts.

Ready to explore these new features today? They are now available in your Custom Reports Chart Builder.

Tell us what you think & help us further improve our reporting features – access the survey link directly within the feature.

New feature

Easily install Messenger on your website using NPM

Louise avatar
Shared by Louise • May 16, 2024

Introducing a new method to quickly get started with Intercom Messenger.

You can now install the Messenger on your website using our official NPM package which integrates with all common Javascript web frameworks, reducing your overall setup time. ✨

View more information on the Developer Hub.

New feature

Triage customers before Fin AI Agent with this Workflow template

Julia avatar
Shared by Julia • May 14, 2024

The “Triage customers before Fin” template makes it easier than ever to enable Fin to answer a customer's question while ensuring more complex queries—such as filing bug reports or requesting new features—get turned into a ticket for your team to action before Fin steps in.

How to get started

Start by creating a new workflow, and select the new template:

Click on "Use this template":

Your template will open in the Workflow builder where you can make any desired adjustments before setting Fin live.

Feature update

Branch on Conversation tags and Remove person tags 🏷️

Mark avatar
Shared by Mark • May 14, 2024

We've just released a small improvement to Tags in Workflows.

You can now use Conversation tag in the Audience Rule and Branches of Workflows. 💬

We've also added the Remove person tag action.

Apps & API

Even more Conversations data in API v 2.11 💬 📊

Liz avatar
Shared by Liz • May 09, 2024

The latest version of the Intercom API is live! Here's whats new:

👉 Try out the API from the docs or Postman collection.

Feature update

Customers can now find and rate recently closed conversations directly in the Messenger 📈

Kim avatar
Shared by Kim • May 08, 2024

The Messenger home screen will now show conversations and tickets that were recently closed (up to 7 days ago).

This makes it easier for your customers to find all their recent conversations and tickets, and respond if a message is triggered after a conversation has been closed - such as when a CSAT survey is sent.

The release is aimed at helping you boost your CSAT response rate while improving the Messenger customer experience.

No action is required as the change will roll out automatically.


Improved flexibility for Office Hours & Reply Times in the Messenger ⏰

Eve avatar
Shared by Eve • April 25, 2024

You now have more control over when and where Office Hours and Reply Times are displayed in the Messenger.

In addition to your existing option - displaying general office hours to customers before a conversation is assigned and team-specific times once a conversation is assigned, you can also now:

  • Only show office hour and reply times after a conversation has been assigned to a team
  • Hide office hours and reply times entirely

These additional options give you greater flexibility to display the right expectations across teams and ensure accuracy when communicating with your customers in the Messenger.

We have also made it easier for you to configure your office hours and reply times. We consolidated the UI to make sure it is easy to understand.

This is now available on Web, iOS (v16.5.0) and Android (v15.6.0).

AI Agent
Product update

Report on Fin AI Agent’s performance from your preferred reporting tools 📈

Julia avatar
Shared by Julia • April 22, 2024

Our API has received a glow-up ✨ The AI Agent conversation metadata is now available over the API, meaning that you can report on the performance of your AI Agent on your external tools of choice.

What data is included?

  • Source that triggered the AI Agent
  • Last answer type (AI Answer or Custom Answer)
  • Resolution state
  • AI Agent conversation rating and remarks
  • Content sources used in the conversation (title, type, URL, and language)

View more information on the Developer Hub changelog.

Security & Settings
Product update

Filter views by channel

Julia avatar
Shared by Julia • April 18, 2024

Make working across multiple channels in the Help Desk even easier by creating channel-specific views.

With the new channel filter, you can filter conversations and tickets by their initial channel or their current channel.

Create views for items that came in via the Messenger (Web, Android, or iOS), Email, Social Media, (Twitter, Facebook, Facebook Messenger, WhatsApp or Instagram), or Phone (Phone Switch, SMS, or Phone call)

You'll find the option to filter by current or initial channel when creating or editing a view.

Security & Settings

Link tooltips for all inbound conversations

Andrea avatar
Shared by Andrea • April 17, 2024

To further reduce risk of teammates clicking malicious links from inbound messages, we’ve now expanded link tooltips and warnings to all channels (previously these applied to inbound email).

That means you’ll see tooltips for any links in Help Desk, with untrusted links highlighted in orange.

If you already set up trusted domains or changed link warning settings, these will now apply to all channels.