Hi there! Every customer need—from simple live chats to complex support tickets—can now start in the Messenger. 🌟

The addition of tickets allows you to handle customer requests asynchronously. Chat agents can focus on replying to simple queries quickly, while other teams carry out escalations and operational tasks in the background using tickets.

That means you can now resolve every customer issue entirely in Intercom. Read on.

Hi there! With our visual bot building experience you can visualize the multi-step automation journey your customers experience, helping you to save time and create better chatbots. 🙌 And now it's simple to identify the specific part of a bot flow that may need to be updated or has broken, meaning less time is spent troubleshooting.

With powerful bots your customers are able to get the answers they need instantly, reducing your inbound conversation volume even as your business scales.

Learn more in the help center.

We’ve released several new features to give you more control over how Tooltips show up for your users.

1. Frequency control:

Set whether a Tooltip always shows, or only until your users engage with it (available in your Tooltip group settings).

2. Visual customization:

• Choose between several different fonts and header options
• Change the color of your font and labels
• Change the color of your Tooltip background (available in group settings)
• Set the pointer position for each Tooltip

3. Previewing:

Preview how Tooltips show up on the page, before you set them live.

To learn more, check out this article.

Customers using Balanced Assignment can now fully control how Intercom assigns conversations to teammates with custom conversation prioritization. This change gives customers improved management of how their teams work effectively and efficiently at scale.

To learn more, check out this article.

• You can now pin common actions (inserting a macro, GIFs, emojis, articles, attachments, and images) into the Next Gen Inbox composer for improved efficiency and navigation.
• Keyboard shortcuts are now available to French, Brazilian Portuguese, Latin American Spanish, Russian, Hebrew and other non-Latin language users. Due to browser restrictions, this feature is only available on Google Chrome/Microsoft Edge.
• Resizable sidebars, as well as conversation details consolidated to the sidebar, mean it’s easier to reference details and the conversation at the same time.

Educate your customers and drive adoption of specific parts of your app with Tooltips - the latest way to communicate with your customers in a contextual and non-disruptive way.

Include a basic message, embed an explainer video, or connect your Tooltip to the rest of Intercom: surface an Article, kick off a Product Tour, prompt a survey, and more. Whatever it is, Tooltips can help you create delightful, action-driven experiences in your app.

To learn more, check out this article.

The Next-Gen Inbox has been localized into Spanish (MX). Teammates can choose which language they want to see the Inbox in via the onboarding experience, as well as in the Inbox via the command+k menu or the user profile menu.

You can now create personalized posts with dynamic content while saving you and your team time. Target users with the relevant content at the right time by using if/then rules.

To learn more, check out this article.

Need to reach a specific user in a fast and direct way? You can now send 1:1 SMS conversations with your users from the Inbox.

Simply click the compose icon from the Inbox menu and select “Conversation”.

Then select SMS as the channel type, and draft your message.

To learn more, check out this article.

Now you can create Resolution Bot answers with 5 additional languages to choose from. Resolution Bot is now available in: Chinese (Simplified and Traditional), Japanese, Korean, and Vietnamese.

To learn more, visit the Help Center.