We have completely redesigned the Article Search App to be an integrated Help Center experience that helps drive better self-serve support by allowing your customers to search and browse your Articles directly from the Messenger.

1. Move the Article card to be more prominent at the top of your Messenger, helping your customers get answers faster

2. Require customers to search or browse for an answer before being presented with the option to chat with your team

3. View articles in an expanded window for easier reading while in the Messenger

4. Searching and browsing Articles is supported from SDK version 10.3.0 in iOS and 10.2.0 in Android

With the new Articles in Messenger, you can encourage your customers to help themselves first, leading to an up to 3X increase in Articles engagement.

To learn more, visit the Help Center.

Our newest permission allows you to control which roles or individual teammates can import customer data from the Contacts List or via our Mailchimp or Mixpanel apps.

To manage these permissions, navigate to your workspace’s teammates or teams & roles settings and simply toggle which teammates or roles should, or shouldn't, be able to import customer data in Intercom.

To learn more, visit the Help Center.

We just updated our Salesforce App with several improvements to streamline team workflows, simplify configuration, and improve data accuracy.

Create and view Salesforce cases using your existing record types without leaving the Intercom Inbox 📥

Take advantage of pre-existing layouts, default values, and required fields to ensure the right data is available to work cases and use in your Salesforce workflows.

To use Salesforce case record types in Intercom, you need to enable access in your Salesforce app settings area. You can also first test the configuration using your Intercom test workspace and Salesforce sandbox. Additional information can be found in this help document.

Check the status of your Salesforce configuration ✅

We added a status that indicates the last time your Salesforce Account, Lead, and Contact data successfully synched with Intercom. This will help you to more easily monitor and troubleshoot potential issues with your Intercom and Salesforce configuration. Check the status in your Salesforce app settings area.

Improve your configuration with recommended mapping fields 🔁

When possible, we use recently updated Intercom and Salesforce records to recommend the optimal field to map your Accounts in Salesforce with Companies in Intercom, making your configuration more accurate and easier to set up.

You can review or update your mapping settings here.

Check out the latest updates to Resolution Bot!

• With four options to choose from, you can now customize the text of the quick reply buttons in Resolution Bot to tailor the experience to your audience
• During a conversation, if Resolution Bot is asked the same question multiple times, it will now acknowledge that it is showing the same answer, easing frustrations among your customers

To learn more, visit the Help Center.

Need to send transactional messages to your customers? Intercom has you covered. With event- and schedule-based messaging, granular email subscription settings, and our new transactional email deliverability feature, you can ensure your customers always receive business-critical messages, including:

• Account creation or verification
• Shipping or delivery confirmations
• Password resets
• Event reminders
• Credit card expiration reminders
• And more!

Unlike other tools, you’re not limited to email. So whether it’s in your app, via push—wherever—customers get the message right away.

To learn more, check out this article or this blog post.

Now starting outbound conversations from the Inbox–which lets you resolve complex issues faster–has even more functionality. Now you can:

• Set whether a macro should be available when your team composes replies, new conversations, or notes to ensure they only see macros that are relevant.
• Apply tags via a macro when starting conversations.
• Choose whether or not CSAT surveys should be sent at the end of outbound conversations.
• Enable inline attachments for files uploaded in outbound conversations.
• Move to the Inbox when sending a message from Contacts so you can use the more advanced composer.
• Send outbound conversations via an API and choose whether new conversations should appear in the Inbox (coming soon).

To learn more, visit our help center.

Now you can create Resolution Bot answers with 25 additional languages to choose from. Resolution Bot is now available in: Arabic, Bosnian, Brazilian Portuguese, Bulgarian, Catalan, Croatian, Czech, Danish, Dutch, English, Estonian, Finnish, French, German, Greek, Hebrew, Hungarian, Indonesian, Italian, Latviski, Lithuanian, Norwegian, Polish, Portuguese, Romanian, Russian, Serbian, Slovenian, Spanish, Swedish, Turkish, Англи хэл (Mongolian)

To learn more, visit the Help Center.

With our new email deliverability report, you can now easily track your aggregate email deliverability rates over time. You can find this new report in the Customer Engagement reports section of Intercom.

Now you can configure a one-time Resolution Bot to automatically close a conversation or route it to a teammate when a customer is inactive for 3 minutes, for a more consistent experience across one-time and looping mode.

To learn more, visit the Help Center.

Here are some of the newest apps in our app store. 🎉

Boost productivity when working in the Inbox 💪

Dialpad - Instantly launch AI-powered voice calls directly from Intercom’s business messenger, empowering your support and sales teams to increase customer engagement, satisfaction, and loyalty.

Probe - Display vital customer information like - LTV and MRR - right inside the Intercom Inbox to gain context and make better decisions.

Vidbix - Let your users record their screens when they start a conversation to give your team more context to triage and resolve support issues faster.

Linear - Quickly create new - or link to existing - Linear issues from the Intercom Inbox, making it easier to resolve problems and respond to customers.

Salesforce - You can now sync company and account data between Intercom and Salesforce, providing more context in the Inbox and unlocking more ways to use Salesforce data in Intercom.

Surface Intercom data wherever you are 📈

Workspace Automation - Create and view your Intercom contact details from inside your Google Workspace account.

Glances - Securely and proactively surface your Intercom data wherever you are - from Slack to your web browser - so you can focus on getting things done and not on finding information.

KPIBees - Pull data from Intercom and other tools, APIs, and databases into Google Sheets to analyze and build beautiful KPI dashboards.

Check out the Intercom App Store!

Apps improve your customers' experience and team's efficiency — enabling actions in the Messenger and the Inbox, keeping data in-sync across your tech stack, and triggering workflows in other tools.

Explore these and the 300+ other apps available in the Intercom App Store! Is there an app or integration you'd like to see built? Let us know! 🍻