To help customers easily find your help content organically, we've made three updates to Articles:

✅ Ensured that your new URLs keep their previous ranking signals for search engines by moving from a temporary 302 redirect to a permanent 301 redirect

✅ Adjusted redirects to include support for URL parameters, so that you can continue to track user behavior on your help content

✅ Added support for non-ASCII characters in article URLs to make links more readable for your different customers

To learn more about Articles, see our FAQ.

You can now insert articles into macros (formerly saved replies) so you can give comprehensive answers, faster. To add an article to a new or existing saved reply, click on the Article Inserter icon at the bottom of the editor.

We’ve also resolved an issue which prevented embedded articles from fully displaying in email. Now when you send an article in email, your customers can see the full article card before clicking.

To learn how articles can be shared with your visitors or users, go here.

With our new URL targeting, you can surface different inbound Custom Bots on different pages, making it even easier for your team to provide a relevant support experience at scale. For example, you could build a specific Custom Bot that customers would only see on the billing page.

Learn more about triaging with Custom Bots in our help center.

It’s now even easier to ensure your customers get the precise, fast responses they expect. With our latest update for SLA rules, you can set your support time targets as low as 30 seconds. To help you hit your targets, we’ve also added a timer that updates every 10 seconds for upcoming SLA breaches.

Learn more about SLA rules here.

We’ve updated the search function in Inbox so that you can find relevant conversations easily and efficiently. You can now search your Inbox by keywords, tags, users, assignee and date range. Need something to drill down even more? You can also combine multiple tags and user filters.

Once your results appear, you can also sort conversations by newest, oldest or relevancy. This makes it even easier for you to spot trends and get context on an issue or customer you’re chatting with.

To learn more about Inbox search, go here.

Help your support team resolve customer issues faster by automatically triaging inbound conversations. With Custom Bots you can collect information up front, prioritize your most urgent issues, and route conversations to the right people.

Learn more about triaging with Custom Bots on web and mobile in our help center.

As your business expands into new markets, you’ll need to support customers across different languages and timezones. Using Articles Pro, you can provide support to customers 24/7 in 38 different languages – all without increasing your headcount.

In a few clicks, you can create and serve articles to customers in their native language, exactly where it’s needed, like your Messenger, messages, help center, Answer Bot and more.

And, because Articles is integrated with Inbox, teammates can insert multilingual articles in conversations too, making it easier to provide fast, consistent replies to any customers.

To learn more about multilingual articles, go here.

You can now see the results of Product Tours over time so you can track how changes you make impact performance. Once you set a Product Tour live, you can click the "Views", "Completed", and "Issues" tabs to see this information.

You can now create individual leads and users directly from the People list in Intercom. This is useful for when you just want to add a few contacts at a time, such as prospects you met at an event or a lead who reached out via social media.

Take a look at our docs for more details on manually creating leads and users. If you need to add multiple people at once, you can still use one of the existing import options (available in the same dropdown) or the API.

You can now combine 'and' & 'or' rules when choosing who sees your Product Tours and Custom Bots, so it's easier to target the specific audience you want to reach.

Read more about creating targeted audiences in our docs.