Intercom Changelog & Release Notes | Product Updates

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

We have reintroduced the ability for teammates to add and remove conversation participants in the Inbox without having to send a reply for the changes to take effect.
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• In the '3 dots' menu on the conversation header, click on Manage Participants. You can also find this option by using Cmd+K.
• After adding and removing participants through the modal your changes will take place straight away.
• In the composer you can still add and remove participants by changing them in the 'To' field. You still need to send a reply for changes in that field to take effect.
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Custom Bots just got an upgrade 🎉

• Send auto-replies to snoozed conversations
• Automate snoozing and set conversation pacing with new actions
• Automatically reroute conversations that receive no response from teammates

👉 Set up is simple and can be configured in Custom Bots today. Learn more in this help article.

Introducing Articles Views, the new way to manage and organise your articles, just the way you like them.

Say goodbye to the hassle of sifting through a sea of articles to find the ones you need. With Articles Views, you can now create and save custom filtered views of your articles, each tailored to your specific needs and workflows.

Whether you're a small team or a large enterprise, Articles Views can help you streamline your workflows and boost productivity. With the ability to create custom filters based on tags, collections, and more, the options are endless - here are some of our favourites…

• Organise your articles based on the features or products they relate to by creating views filtered using article tags and collections.
• Highlight articles that need refreshing or updating by creating a view that filter articles based on when they were last edited.
• Monitor articles that still need translating by creating that filters articles by their language and status.

We've just added the ability to forward emails externally, which means you can now share information and collaborate effectively with external groups and people who don't have access to Intercom workspace.
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To start sharing emails externally, simply hover on any email message and click the three-dot option > forward message.
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You can now discover and manage all channels through the Messenger and Omnichannel hub.

Previously, it was hard to discover the breadth of channels that Intercom offered, because they were distributed between different places. The hub brings all Intercom’s channels into one place, so that you can quickly understand what channels we offer and choose to set up or configure them.
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• Click ‘Messenger and Omnichannel’ on the main left-hand nav
• View all channels
• Click to set up/manage desired channel

Ticket fields can now be used in Custom Actions. Custom Actions allows you to connect with external data in more flexible and customizable ways. Including ticket details will make your interoperability workflows even more powerful 💪, allowing you to make the most out of your workflows 🚀

• In the Custom Action builder, ticket template variables can be selected and used in Custom Actions
• Custom Actions with tickets can be used in all areas where Custom Actions exists today (Custom Bots, Macros, CMD+K, Inbox Rules)

To learn more about Custom Actions check out this article.
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