Intercom Changelog & Release Notes | Product Updates

Introducing the Jira for Tickets app on Intercom! Simplify your workflow and enhance integration between Intercom tickets and Jira issues with this new app.

Key features:

• Automatically create Jira issues from specified Intercom ticket types.
• Mirror Jira issue statuses to Intercom tickets.
• Sync notes and comments seamlessly.

Coming soon:

• Create new Jira issues or link to existing issues right from your Inbox.

Take your workflow to the next level 🚀

Meet Fin - a breakthrough AI bot powered by GPT-4, OpenAI's most advanced AI model. Fin solves complex problems and provides safer, more accurate answers than any AI bot on the market.

Using existing support content, Fin resolves up to 50% of questions in seconds - helping to reduce your team's conversation volume and resolution times.

We're rolling out Fin to our waitlist over the coming weeks - join the waitlist to get access soon:

We've just dropped 7 new features to help make your Help Center more on-brand including:

• Multi-column layout: organize collections on your homepage into 1, 2, or 3 columns.
• Hide authors: you can now hide authors from appearing anywhere on the Help Center and Articles.
• Links in the header: add multiple links to your header. This makes it easier for customers to get to other important product pages.
• Styling your header (now with more options): change the color of text and links.
• Styling your footer: change the text and background color in the footer.
• Add contact details in the Help Center footer: Add an address and phone number to your footer so customers can contact and find your business.
• Unique URLs: use a subpath to have a personalized URL that matches your brand. Learn how here.

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

Your customers can now easily locate and jump to the most relevant sections of an article, saving both time and effort with the new Table of Contents in Articles!

This feature seamlessly integrates with articles viewed within the Messenger, allowing for smooth navigation without the need to exit the chat window.

You can enable Table of Contents in your Help Center settings ⚙️
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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! ✉️
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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.
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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