Now you can preview Custom Bots on your website or in your app so you can test before setting them live.

Additionally, it's now possible to collect open-text replies without using a Custom Data Attribute. This allows you to ask open-ended questions and capture information that’s relevant to the conversation, such as a feature request or problem report.

We’ve centralized all of our reporting so that you have one, easy-to-access place to understand how Intercom is performing across every product you use. You’ll now see a dedicated tab for Reports in the main navigation bar.

In addition to housing our existing reports for Inbox, Messages, Articles, and Operator, we’re also introducing a new Overview report. View this report to get insights like:

• How many new leads and users you are tracking over time
• Which webpages, messages, and bots are driving the most conversations
• A snapshot into key metrics like median first response time and conversation ratings

For more information, check out our docs.

You can now change the order of steps in your tours by dragging and dropping in the editor, making it much easier to add in new steps, or change up the order as you build.

Learn more about Product Tours in our docs.

You can now ask people to fill in a text field in order to progress through a tour. For example, you could prompt a user to name their project before they move on to the next step.

Learn more about Product Tours in our docs.

Now you can see how many people view each step of a tour making it easy to identify where you can improve.

When you select "Owner" in the "Author" field, you will also select a fallback teammate in case a recipient does not have an account owner. This feature is only available on our Messages Premium plan.

With audience targeting, you can keep your help content out of sight from visitors and competitors. Available on Articles Pro, this new feature lets you publish private articles for logged-in users and then seamlessly share it with them in product, on your Messenger, help center and more.

To learn more about audience targeting, check out this help article.

As your business grows, so can your inbound conversation volume. With workload management, you can help your sales and support teams keep response times fast, even as your customer base multiplies. Key benefits include:
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✅Provide faster replies to customers by ensuring new conversations are only sent to available teammates.

✅Prevent team burnout by setting assignment limits and automatically disabling new conversations from starting when your team is already at capacity.

✅Quickly see what inboxes are approaching or hitting their assignment limits.
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Workload management is available on Inbox Premium. To learn more about the feature, see our help article.

Now you can duplicate a tour in a single click. Whether you want to customize content or target different audiences, it’s now faster to create multiple versions of a tour.
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You can now send new data from Intercom to Salesforce, including:

• Send the country and continent of leads you capture in Intercom, over to Salesforce (configure here under "Map data sent to Salesforce").

• Create unique lead sources for leads captured by Operator and different Custom Bots. This will give you more granular attribution data for Intercom in Salesforce.

• When a new lead is created in Salesforce via the Intercom Inbox, the owner in Salesforce will now default to the Intercom owner if one is set. (You can enable this here under "Maintain lead and account ownership").

To install our Salesforce integration, head here. To learn more about it, check out this page on our docs site.