Intercom Changelog & Release Notes | Product Updates

Personalize your Help Center more by creating a unique style for individual collections.

For each collection, you'll be able to customize the icon colors, background colors, and utilize custom images to align your collections with your brand's identity.
​

👉 See the full list of what we shipped and what's coming next here.

The new timezone setting for Custom Reports enables you to manage multiple distributed teams more effectively with the help of more precise reporting data.

This feature allows you to align your data with the actual working hours of each of your teams, no matter where they are in the world.

To use this feature, simply navigate to any of your Custom Reports and adjust the timezone settings as needed. For a more detailed guide on how to use this new feature, please visit our help centre.

When you migrate your articles to Intercom using our Zendesk migration tool – we'll now automatically create URL redirects from your previous URLs to your new Intercom articles.

This means your existing article links won't break, and your SEO score will stay intact.

For more information on how the migration process works visit this article.

Create and manage multiple Help Centers for your various brands from a single workspace, eliminating the need to use multiple workspaces.

With Multi Help Center, you can:

🎨 Create a seamless brand experience:

You can customise each Help Center to match the unique identity of each of your brands, enhancing customer engagement and brand recognition.

🗂️ Streamline content management:

Quickly share an article across multiple Help Centers and collections, helping you save time and effort duplicating content for each Help Center.

💬 Link Help Centers with Messenger brands:

Link your Messenger brand styles with dedicated Help Center content. Each messenger brand can provide Article suggestions from the linked Help Center.

Customize the left sidebar in your inbox in a way that works for you:

• Create custom folders to group different teams, teammates and views together.
• Reorder folders to monitor what's most important right up top.
• Pin and unpin folders to keep your sidebar focused.

Reduce duplicate conversations with updates that help you manage external participants and conversation history for emails.

Managing external participant replies

All new replies created (even from external participants like bcc'ed users) will be added to the same conversation thread.

Additionally, when external participants reply, teammates can add them as participants or ignore them thereby not changing the overall list of participants associated with a conversation.

When teammates have added someone as a participant, the reply will continue being tagged with an option to edit participants.
​

Manage conversation history

Admins now have the ability to manage conversation history by visiting Settings > Email > Other settings > Remove conversation history from message threads.

When this setting is ON:

• Teammates will not be able to see conversation history in the composer.
• End users will not see historical context that gets added to the reply.

When this setting is OFF:

• Teammates will be able to see conversation history in the composer. They can delete the history for every reply they draft and send.
• End users will also be able to see the historical context of a teammate's reply, which will depend on whether the teammate has chosen to retain or delete it.

PDF uploads are a new file content source that can now be consumed by Fin to improve answer quality and coverage. 🎉

With Fin PDF Uploads:

• Use text content from existing PDF files in your Fin answers in a matter of minutes.
• Keep the file private - your customers will not see any references to the file in the Messenger when the content is used in an answer.

Achieve greater brand alignment in your Help Center with these 2 new features:

• Custom background color: Go dark or any shade you like by picking any color for your Help Center background. All pages will adapt to the background color, with guaranteed element visibility and text readability.
• Custom SVG icons for collections: You can now upload SVG format icons for your collections, which offer greater customization compared to PNG or JPG icons.

👉 See the full list of what we shipped and what's coming next here.

You can now export all of your customer conversations data to Amazon S3 with Data Export.

You'll be able to:

• Export all your conversations to Amazon S3 in JSON or JSON Lines format.
• Schedule further data updates on an hourly or daily basis (with the ability to skip empty exports).
• Simplify your data management process.

Hey there,

Snippets, a new content source specifically created for Fin to improve answer quality and coverage, allows you to quickly add content to Fin that might not be publicly available on your Help Center such as:

• Internal notes or content available in internal knowledge bases
• FAQs from the website
• Bug or issue details