We've created more space to build your bots by expanding the visual builder 🤖 🖥️

You can now modify and configure the audience, channels, scheduling, and frequency of bots by clicking the Trigger block.

Check out this article for more help using the bot builder.

You can now view potential duplicates users in the Inbox right hand side bar.

This will help teammates access relevant context around the user they’re chatting to and inform process changes to reduce the amount of duplicates created.

Potential duplicates are identified by:

• User or lead’s Phone attribute matching potential duplicate’s Phone or WhatsApp Number attribute
• User or lead’s Email attribute matching potential duplicate’s Email attribute

Enhance your Intercom email experience with a number of email improvements.👇

• Tables: View organised data with ease.
• Inline Images: See embedded visuals effortlessly.
• Signatures & Footnotes: Access important sender info on Inbound emails.

Plus, we've improved readability by separating main messages from conversation history by using quotes. Enjoy smoother, focused communication! ✉️
​

With phone number validation, you'll be able to improve the quality of data captured at source by ensuring that the phone numbers your teammates and users provide are valid.

We will verify if the numbers introduced in the system conform to the globally recognized E.164 format and the specific numbering plan of the country associated with the phone number.

When enabled, our system will automatically verify phone numbers entered and reject invalid numbers, encouraging your teammates and users to retry with a valid number.

All new customers have validation enabled by default, and existing customers can enable validation in their workspace settings.

You asked and we've delivered – linked ticket attributes have moved from the right-hand sidebar to the middle of the ticket view. Enabling you and your team to quickly access and digest essential ticket details to resolve issues faster.

Additionally, the linked ticket Activity section containing internal notes and events is now left aligned with a simpler UI for easier readability.
​

You can now easily manage your billing contacts in Billing Settings. These contacts will receive billing related communication such as:

1. Invoices
2. Renewal reminders
3. Overage warnings
4. Failed payments
5. Subscription cancellations

We've redesigned the collection page to improve the article management experience!

🗂️ Flexible hierarchy: create up to three levels of collections, based on your specific content hierarchy needs.

🌳 Intuitive tree folder view: manage your content effortlessly with a visually organized structure, showcasing relationships between collections and articles.

✨ Seamless drag-and-drop: easily move articles between collections, reorder them, and make other changes as needed. Drag-and-drop simplifies the organization process, saving you time compared to manual reorganization.
​

You can now analyse and optimise support workflows by exporting Tickets information 🙌.

• Export comprehensive Ticket information to a CSV file for analysis and insight.
• Improve Ticket handling and resolution processes by identifying bottlenecks.
• Enhance team performance and customer satisfaction with data-driven decisions.

This update allows front-line teammates to access linked back-office ticket details seamlessly, eliminating the need to switch between pages.

Additionally, back-office teammates assigned to a ticket can now view conversation details while maintaining the ticket's context.
​

We have redesigned the entire experience to customize and preview your branded Help Center in real-time.
​

• Easily customise your Help Center with the new teammate editor.
• Visualise everything from end-to-end with a preview of your homepage, collections page and articles.
• Allow customers to find what they need quicker with our newly designed collections cards.

More Help Center customisation improvements coming soon 👀