Now you can ensure your team consistently categorizes conversations they have with your customers by making certain conversation data attributes required to fill in before closing a conversation. Capturing key information at the end of a conversation improves reporting while keeping workflows streamlined.

Additionally, you can now reorder conversation data attributes, and make some attributes only visible to certain teams. To learn more, visit our help center.

We recently made it easier to sync people attributes between Intercom and Salesforce and gave you even more control over your integration through mapping controls and usage limits.

With this update, you can sync company and account data between Intercom and Salesforce, ensuring both systems are always up to date and unlocking more ways to use your Salesforce data in Intercom 🙌

✅ Gain better context and increase team efficiency

See account data and company-specific details from Salesforce within Intercom, giving you even more context during customer conversations and removing the need to manually switch tabs.

🎯 Improve your proactive support and customer engagement campaigns

Your Salesforce data is updated in real-time, meaning you can use those attributes in your existing campaigns and automations in Intercom - from targeting specific types of customers with Resolution Bot to segmenting users for an onboarding campaign in Series.

🔄 Keep all your CRM data in sync

Sync attributes from Intercom to Salesforce or from Salesforce to Intercom to ensure all your customer data stays up to date.

If you're using the Salesforce app, you can configure your settings here. To learn more about the changes, visit our help center.

We’ve made changes to our Customer Engagement report to bring more valuable insights to your organization. Updates include:

• Filter by custom date ranges
• See the performance of all your messages sent with Intercom - including chats & posts, email, banners, mobile carousels, push, product tours, and custom bots
• A new CVS export format to provide you with even more data

To learn more, check out this article.

You can now see what changes have been made to a Series, including what was changed, when it was changed, and who changed it.

Within a Series, simply click “Last edited” or “Changelog” under “More”, and the change history will display in the changelog panel.

You can now run even more advanced conversation analysis by including conversation data attributes in conversation data exports.

To include this data in your exports, visit the conversation export page, expand the conversation information, check/uncheck the conversation data attributes field, and export.

To learn more, check out this article.

Now you can see conversations where Resolution Bot couldn't give an answer when in looping mode. This additional data can help you improve the bot's performance by creating more answers or updating ones that are not resolving customer questions completely.

To learn more, visit our help center.

Now you can start an outbound support conversation right from your Inbox. This lets you resolve complex issues more efficiently when you need additional input from customers or external partners.

You can also now use macros when starting new conversations. Visit our help center to learn more.

Introducing Intercom’s React Native wrapper.

With our new wrapper for mobile apps built on React Native, all the latest features of our mobile SDKs are available to you in your app; the business Messenger, our newly upgraded Help Center, outbound messaging, push notifications, and more.

The React Native wrapper is regularly updated with new features and improvements, giving your customers the best experience and giving you peace of mind.

To get started, install the latest version of the React Native wrapper.

With our new granular email subscription settings, you can give your customers the ability to receive the types of emails they want, but unsubscribe from those they don’t.

You can now define your workspace’s email subscription types or use preset categories. When creating an email in Intercom, you can classify its subscription type, and any end users that have opted out of that specific subscription type will be automatically excluded from receiving the email.

To get started, navigate to the new subscription types section of your Outbound settings. From here, you can manage your workspace’s email subscription types - whether you want to use our presets, or create your own.

When creating an email, you can now apply a subscription type.

When a subscription type is applied to an email, end users will no longer see “Unsubscribe from our emails” in the footer. Instead, they’ll now see “Unsubscribe from this list”. Clicking this will unsubscribe them from that specific subscription type only.

To learn more, check out this article.

Reduce customer inquiries for your team and provide faster resolutions for your customers - without sacrificing a great experience - with our redesigned help center for mobile apps.

These new features allow you to:

• Build your own help center UI by dynamically surfacing specific article collections
• Encourage users to find answers themselves with our updated article search
• Create a delightful customer experience with predictive search, localization and accessibility features
• Open all help center links and articles natively, rather than in a web browser

To start using these features, install the latest version of the Intercom SDKs for iOS and Android.