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

• Enable data attributes to be updated through the Messenger with this flag
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• Access metadata about your AI Agent's performance, including sources used, ratings, resolution state and more
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• Define your own created timestamps for creating and replying to conversations

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

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.

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).

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.

Teammates with permission to manage security settings can now add trusted domains for inbound emails. This allows teammates to open links from domains you trust without interruption, whilst still staying alert to potential malicious links.

To save you time - we automatically trust your trusted messenger domains, help center domains, link branding domain, and your verified email domains.

You can also now manage link warnings at a workspace level.

Introducing two new ways to improve your IVR Workflows on Intercom.

1. Call Overflow - You can now automatically route calls to a secondary team or configure one of our call deflection options (e.g. forward a call, send call to voicemail) directly on Workflows.
2. Call Rating - We've also introduced a call rating step you can add to your IVR Workflows to help you gather valuable team performance data and customer feedback.

Following on from our new chart drill-in feature, we've now added the ability for users to export data from the drill-in table into a CSV file.

Advantages:

• Enhanced data analysis with spreadsheets: Get even deeper insights from your data by exporting to a CSV file.
• Streamline data extraction: Streamline the process of pulling your reporting data out of Intercom.

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

Thanks,

Mark

Until now, Workflows would continue as soon as a Conversation rating (CSAT) survey was delivered—regardless of whether a customer had given a rating.

Now, you're able to Wait for customers to give a rating before continuing the Workflow—making it possible to branch your Workflows based on a customer's rating of the conversation.

With the new Wait for a conversation rating and the Conversation rating attribute, you can direct customers to different teams, request a review, or take various other steps, all based on their rating.

To help more teams check and respond to customer feedback on the go, we’ve enabled SAML SSO for the Intercom Conversations mobile app on iOS and Android.

This will work for your account if you have SAML SSO available on your current pricing plan, and a SAML provider (like Okta or OneLogin) configured on your Intercom Workspace.

Sorting conversations and tickets in the order they started can now be done from chat layout with two new sort options – Started first, and Started last.

Previously only available in table layout, these sorting options will show a list of items that won't change position. That can make it easier for fast moving teams to keep track of which conversations they want to reply to first e.g. you can more easily take a 'first come first serve' approach.